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Setting up call flow
Information for administrators
What is a call flow?
A call flow is how calls from your customers reach your people. The very simplest flow is just a phone call - the customer calls and you answer. If your organisation is just you, this is all you need, but if you have more customers and more people you might want a more sophisticated system to handle incoming calls.
One Net offers four typical call flows (ringing patterns) for your hunt groups.
Choose your call flow
Before you start setting up your call flow, it's a good idea to think about the needs of your organisation and choose the most effective solution.
Read about choosing your call flow >
When creating a hunt group, you can select the most suitable ringing pattern.
- From the Company Structure section in the side menu, select
Company numbers. - Find the company number you want to use for a hunt group and select it.
- From the Number features section in the side menu, select
Hunt Groups > Configuration. - In the Feature status section, activate the feature.
- In the Feature configuration section, enter an ID and a name for the hunt group.
- To use a different ringtone for calls that come into this hunt group, select Apply a distinctive ringtone on calls received by hunt group members. Then choose a ringtone for the hunt group.
- Select Create Team to add hunt teams that will answer calls and select a ringing pattern for each team.
- From the If the calls aren't answered and If all members are not reachable lists, select what will happen if the calls aren't answered by the hunt group.
- Select Save.
Read more about managing hunt groups >
Set up busy and out of hours behaviour
Busy or unavailable announcements
Administrators can add announcements for all users and set up default announcements for the company. Announcements are stored in the announcements library.
Read about the announcements library >
Closed hours settings
Administrators can set up options for closed hours.
Read about managing closed hours settings >
Set up an auto-attendant
An auto-attendant is an automated receptionist that answers calls with an announcement and a menu of dialling options. It transfers calls according to the options the callers select.
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