Examples

The examples show the structure; replace names such as “Sales” or “Service” with your own. “›” stands for a connection; nodes and outputs are in bold.

Call with a voice menu

Mapping: the service number with the skill “Service” and the language English.

Main path:

1. Start › Inbound call › Background Music.
2. › DTMF Character with the announcement “For orders, press 1. For all other matters, press 2.”
3. Character 1 › Set Skill “Sales” › Queue.
4. Character 2 and Timeout › Queue — the skill “Service” comes from the mapping.
5. Start › Transferred call › also to Background Music.

Event paths:

• Queue Exit Event › Out of business hours, Holiday closed and Manually closed › Media Playback “We are currently unavailable …” › Terminate.
• Too many waiting, Too long waiting and Timeout › Media Playback “Please call again later.” › Terminate.
• No agent logged in › Voicemail › Success › Terminate.

Offering a callback

Instead of turning callers away when the waiting time is too long, the flow offers a callback:

1. Queue Exit Event › Too long waiting › Branch with the expression !string.IsNullOrEmpty(CallerNumber).
2. True › Text To Speech “We will call you back as soon as possible.” › Virtual queue in Callback mode.
3. False › Voicemail › Success › Terminate.
4. Start › Virtual call › Queue — if the customer calls again before the callback, this takes them straight to the queue.

If the customer should choose a time slot, use the Callback scheduler instead of the virtual queue: Scheduled › confirmation announcement › Terminate, Timeout › Voicemail. The time slots come from the Callback limits of the skill.

Position announcement

Every 30 seconds, the caller hears their position in the queue:

1. State Change Event › Waiting › Start Timer with a timer “Position”, 30 seconds, Repeat.
2. Timer Elapsed Event › Position › Text To Speech “You are in position %Position%.” › Wait for termination.

The background music keeps playing and gets quieter for the announcement. When an agent takes over, the timers end.

Consent to recording

1. Start › DTMF Character with the announcement “If we may record this call for quality assurance, press 1; otherwise, press 2.”
2. Character 1 › Allow recording › Start Recording with the Recording source All › Queue.
3. Character 2 and Timeout › Queue.

Without consent, the agent does not record the customer’s voice either.

Recognizing customers

The flow looks up the caller in your customer database:

1. Start › Database Read with the display name “Customer”: the customer table, filter “Phone equals ?CallerNumber”, columns Name, Number and AccountManager.
2. Success › Attach data with the entries “Customer” = Customer.Name and “Customer number” = Customer.Number › Set Customer with %Customer.Name% › Queue with Preferred agents %Customer.AccountManager% and Preferred Agent Timeout 30 seconds.
3. No Result › Queue.

The agent sees the name and customer number in the Attached data module; if the account manager is free, they get the call first.

Email with confirmation of receipt

Mapping: the mailbox “service@…” with the skill “Service”.

1. Start › Output › Move to Folder with Filter Yes: keywords newsletter|abwesend|out of office in the Subject, target “Archive”.
2. Moved › Terminate with the Reason Auto responder detected.
3. Not moved › Automatic answer with the confirmation of receipt › Branch Subject.Contains("Rechnung").
4. True › Set Skill “Accounting” › Queue; False › Queue.

Connect Sent and Not sent of the automatic answer — otherwise the path ends if sending fails.

Chat with a selection menu

1. Start › Output › Digit recognition with a boilerplate “How can we help you? 1 = order, 2 = technical support”.
2. Character 1 › Set Skill “Sales” › Queue.
3. Character 2 › Set Skill “Technical support” › Queue.
4. Timeout › Automatic answer “We did not receive a reply. Feel free to write to us again.” › Terminate.

Under End of chat in the flow properties, you choose the text the customer receives at the end.

Notification at the end

A call flow with a voicemail informs the team by email:

• Voicemail with External recipient (optional) “team@…” sends the recording itself as an MP3 file.
• Or: End Event › Send Email with a boilerplate that contains %CallerNumber% and %Skill%. System variables belong in the boilerplate; in the Subject field, the flow only replaces its own variables.