The flow nodes begin and end paths, queue conversations, deliver them and offer callbacks.
Start
The main path begins with Start; every flow has exactly one. Apart from the Display Name, it has no properties. Its outputs — Inbound call, Virtual call and Transferred call for calls, otherwise Output — are described in Events and timers.
Queue
Places the conversation in the queue of its skill. From here on, the server distributes it; the path ends.
| Property | Meaning | Default |
|---|---|---|
| Preferred agents | agents who get the conversation first: names or phone numbers, separated by commas; upper and lower case in the names do not matter. Only agents who are logged in when the conversation is queued count. | empty |
| Preferred Agent Timeout | For this long after queuing, only the preferred agents are considered — provided at least one of them is logged in. | 0 |
- Even without a timeout, preferred agents are at the top of the list of possible agents; if one of them is free, they get the conversation immediately. The lowest requirements for skill and language qualification apply to them.
- When queuing, the server checks excluded senders, VIP class filters, opening hours and the limits of the queue. If the queue does not accept the conversation, the flow continues in the Queue Exit Event.
- On every path to the queue, a skill must be set, and in call flows also a language — from the mapping or with Set Skill and Set Language.
- Only the path from Start leads to the queue. From event paths, it can only be reached from Connected external and Connected internal.
Typical use: A Database Read node finds the account manager for the caller’s number; its variable goes into Preferred agents, with a timeout of 30 seconds.
Wait for termination
Ends the path without doing anything. The conversation stays where it is until it ends in some other way; events and timers remain in effect. The node closes paths from the Queue Exit Event or the Timer Elapsed Event after which the conversation should keep waiting — for example after a position announcement.
Terminate
Ends the conversation.
| Property | Meaning | Default |
|---|---|---|
| Reason | the reason with which the conversation ends | Normal |
| Mark as processed | A conversation that was never connected to an agent counts as processed — for example if the flow has handled the request itself. | off |
| Reason | Types | SIP status on hang-up |
|---|---|---|
| Normal, Automatic answer | all | normal hang-up |
| Banned | all | 403 |
| Inappropriate words | all | 400 |
| Rejected | all | 406 |
| Destination busy | call | 486 |
| Ignore call | call | 480 |
| No answer from destination | call | 408 |
| Wrong number | call | 420 |
| Phone number not assigned | call | 404 |
| ConferenceBridgeLost | call | 489 |
| Auto responder detected, Spam, Forward | email, fax | – |
- Call: The Routing Service hangs up. If a voicemail is currently being recorded, the conversation only ends after it.
- Email, fax: The message is marked as read in the mailbox and counts as answered; a draft is deleted.
- Chat: The chat ends.
Add Participant
Only in call flows. Calls another participant and adds them to the call — an interpreter, a specialist colleague or a silent listener.
| Property | Meaning | Default |
|---|---|---|
| Timeout | how long the participant’s phone rings | 1 minute |
| Recipient SIP-Uri | phone number or SIP address of the participant | empty |
| Participant name | their name, for example for the announcements when joining and leaving | empty |
| Listen Only | The participant only listens. | off |
The node does not wait for the participant to answer; the flow continues immediately via Output. When the participant answers, the Routing Service answers the call if it has not already done so, connects both and plays the system announcement for joining, see System announcements.
Deliver
In call and email flows. Delivers the conversation to a target outside the distribution — an on-call service, a specialist department.
| Property | Types | Meaning | Default |
|---|---|---|---|
| Timeout | call | how long the target’s phone rings | 1 minute |
| Recipient SIP-Uri | call | phone number or SIP address of the target | empty |
| Sender display name | call | the name the target sees | empty |
| Number to present | call | the number the target sees | empty |
| Recipient | email addresses, separated by commas | empty |
| Output | Types | When |
|---|---|---|
| Connection ended | call | The target answered, and the call with them has ended. The customer is back in the flow. |
| Not connected | call | The target did not answer or could not be reached — or the conversation had meanwhile been delivered to an agent. |
| Sent, Not sent | The forwarded message has been sent or sending has failed. |
Call: Meanwhile, the conversation is in Alerting Internal or Alerting External, and after the target answers, in Connected Internal or Connected External — internal if the target is an extension of the phone system. When the target answers, all timers stop, the background music stops, and the State Change Event reports Connected internal or Connected external. The node waits until the call with the target ends.
Email: The message goes to the recipients as a new email, with the customer as the reply-to address. The subject begins with the Mail Forward Tag of the language, see Languages. The fields Sender display name and Sender email address have no effect in an email flow.
Typical use: A call outside business hours goes to the on-call service; on Not connected, a Voicemail records the request.
Virtual queue
Only in call flows. Creates a callback or a dial-in place and ends the call; the customer keeps their place in line.
| Property | Meaning | Default |
|---|---|---|
| Virtual queue mode | Callback: myContactCenter calls the customer back. Dial in: The customer keeps their place and calls again themselves. | Callback |
| Phone number | the callback number; if empty, the caller’s number | empty |
| Callback at | only with Callback: a variable of type DateTime with the earliest time; without it, immediately |
No Variable |
| Ignore skill on dial-in | When the customer calls again, myContactCenter finds their place regardless of the number dialed; the call takes over the skill and language of the place. | off |
- myContactCenter remembers the variables of the flow and the consent to recording. When the customer calls again, their call begins at the Start output Virtual call — connect it to the queue.
- The node treats a time in the past as “immediately”.
- How callbacks and dial-ins proceed afterwards is described in Callback and Dial-in.
Typical use: In the Queue Exit Event, Too long waiting leads to an announcement “We will call you back” and then to the virtual queue.
Callback scheduler
Only in call flows. Suggests callback time slots to the caller and books the one they choose.
| Property | Meaning | Default |
|---|---|---|
| Timeout | how long the node waits for a choice in each round | 10 seconds |
| Media case | the introduction before the suggestions | No Media Case |
| Speech recognition | The caller can also say which time slot they want. | off |
| Number of proposals | time slots per round | 3 |
| Search earliest in | from when the search starts, counted from now | 0 |
| Timespan between proposals | minimum interval between two suggestions | 30 minutes |
| Max timeperiod to search | how far ahead the search goes | 7 days |
| Ignore skill on dial-in | as for the Virtual queue | off |
This is how it works:
- The introduction plays.
- The server looks for free time slots in the Callback limits calendar of the skill: entries in which the maximum number of callbacks has not yet been booked.
- A voice reads out the suggestions — “1: on … between … and …” — and, as the last number, “more suggestions”. In languages other than German, the text is machine-translated.
- If the caller chooses a time slot, the node books the callback for the start of that entry and takes Scheduled — the call continues, for example for a confirmation. “More suggestions” starts a new round.
- If there are no time slots or the caller does not choose anything, the node takes Timeout.
- Timeout must be connected; Scheduled must not lead to the queue.
- Reading out the suggestions requires the AI key.
Typical use: Too long waiting › Callback scheduler › Scheduled › confirmation announcement › Terminate; Timeout › Voicemail.