Call Routing & Call Flows
Build call flows on screen, no scripting
Arrange how calls are handled by placing and connecting steps: a greeting, a menu, a group that rings, voicemail, and rules that send a call different ways. You build it visually, the way you would sketch it on paper.
The builder
Set the path a call follows, by connecting steps
A call flow is the path a call follows: what a caller hears first, and where the call goes next. With the Visual Call-Flow Builder you set that path by connecting steps on screen. Change the order, add a step, or point a step somewhere new, and the calls follow the new path. It is designed for everyday business admins, not for engineers.
A call can be routed by
The building blocks
Some of the building blocks you can use
These are some of the most common steps. A flow can also play a greeting, offer a menu, send to voicemail, join a conference, or ring an outside number, among others.
Ring groups
A group of phones that ring together, so a team catches a call. Ring several destinations at once, or one after another in sequence, so the first person to pick up takes the call and the rest stop ringing. Destinations can be phones on the system or outside numbers.
Extensions
Short internal numbers for reaching people directly, so a colleague is one quick dial away, and any extension can be a destination inside a call flow.
Call parking
Put a call into a numbered spot, tell a colleague the number, and they pick it up from another phone or extension on the CallPerfect system. You can set up parking areas and give different teams their own, and see the active parked calls in the portal. Premium plans have room for more calls parked at once.
Music on hold and custom audio
Choose what callers hear while they wait. Play hold music, upload your own music and messages, and set different hold audio for different call flows.
Conditional routing
Send a call down different paths based on the time, on a value saved earlier in the call, or on a built-in value such as the caller's number. This is how one flow handles many situations without a person steering each call.
Ring groups
Ring together, or one after another
A ring group can ring several phones at once so whoever is free grabs the call, or ring them in sequence so it moves down the line until someone picks up. Either way, the first person to answer takes the call and the rest stop ringing.
Flow tools Premium
Advanced steps for flows that need more
Premium adds Markers and Jump Actions, a set of advanced steps that let a call jump from one point in the flow to another, for flows that need to loop back or skip ahead. Premium also includes Post-Call Flows, follow-up steps that run in one specific case: an answered person-to-person call where the person called hangs up first. They do not run after busy, no-answer, or voicemail calls.
Related features
See a call flow built in minutes
Book a short demo and we will build one with you, using your own call setup as the example.