Call flow

The Anruf-Fluss (Call flow) shows as a diagram which path a call takes through the system: from the phone number through the time rule and the auto attendant to the call queue, ring group, extension, or voicemail. The path that applies right now is highlighted. You can make small changes right here, for example the destination after hours. To build entire flows, use Call builder.

The call flow is the first category of the Routing view.

Who sees what:

• Administration: sees the call flow and changes destinations, operation, auto attendants, and call queues.
• Read-only access: sees the same diagram and the detail panels, but without Betrieb ändern (Change operation) and without edit fields.
• Employees with their own extension: do not see the Routing view.

1. In the navigation, open Routing.
2. In the Routing column, choose a category. Anruf-Fluss (Call flow) is preselected.

You can collapse the Routing column with the arrow in its header and drag its edge to change the width. On a mobile phone, you see either the list or the selected category; Zurück (Back) returns to the list.

Categories in the order of the list:

• Anruf-Fluss: (Call flow) this article.
• Anrufermenü: (Auto attendant) all auto attendants, see Call builder.
• Durchwahlen: (Direct numbers) see Assign direct numbers.
• Anrufaufzeichnung: (Call recording) see Record calls.
• Blacklist: manage blocked numbers.
• Ansagen: (Announcements) see Announcements and music on hold.
• Eingangs-Ansage: (Welcome announcement) see Announcements and music on hold.
• Chef-Sekretärin: (Executive-assistant) see Manage call forwarding and Do not disturb.
• Konferenzräume: (Conference rooms) see Conference rooms, parking, and shift sign-in.
• Team-Präsenz: (Team presence) see Statistics and reports.
• Rückruf statt Warten: (Callback instead of waiting) see Callback instead of waiting.
• Rückruf bei besetzt: (Callback when busy) see Conference rooms, parking, and shift sign-in.
• Schicht-Anmeldung: (Shift sign-in) see Conference rooms, parking, and shift sign-in.
• Heranholen & Parken: (Pickup and parking) see Conference rooms, parking, and shift sign-in.
• Standorte: (Sites) see Sites and failover.
• Nicht stören: (Do not disturb) see Manage call forwarding and Do not disturb.
• Änderungsverlauf: (Change history) see Statistics and reports.

Some categories are reserved for administration; others see „Nur für Administratoren“ (Administrators only) there. If a category is not available, it shows „Diese Funktion ist gerade nicht verfügbar.“ (This feature is not available right now.)

The call flow has three parts:

• Header: main number and current mode.
• List of flows: to the left of the diagram; chooses which flow is shown.
• Canvas: the diagram, with the buttons Ablauf ansehen (View flow) and Anrufbuilder (Call builder) at the top and the zoom buttons at the bottom right.

Header:

• Main number with the note „Hauptnummer der Anlage“ (main number of the system).
• Modus: (Mode) shows which branch applies right now. The mode is calculated when you open the view, based on German time (Berlin).
  • Modus: Tag (Mode: Day): within business hours.
  • Modus: Nacht (Mode: Night): outside business hours.
  • Modus: Urlaub / Feiertag (Mode: Vacation / Holiday): on a holiday or during a company closure.
  • Modus: [Name] (Mode: [name]): a special hours window applies, for example „Modus: Mittag“ (Mode: Lunch).
  • Modus: — (Mode: —): the mode is unknown.
• Betrieb ändern (Change operation, administration only): see below.

The mode follows business hours, special hours, holidays, and company closures. The mode does not show a business closed with Betrieb ändern: it then still names the branch based on business hours, for example „Modus: Tag“. Whether the business is closed right now is shown in the Betrieb umschalten (Switch operation) window. After a switch, the header shows the new status only after you open the call flow again.

If the app cannot read the main number, the header is missing; the diagram appears anyway.

The list on the left filters the diagram.

• Alle Flüsse: (All flows) shows all blocks of the system, with the number of nodes, for example „34 Knoten“ (34 nodes).
• Hauptnummer: (Main number) one row per main number with phone number and name, for example „Zentrale Berlin“. A main number is a phone number that leads to a time rule, an auto attendant, a call queue, or a ring group.
• Durchwahlen: (Direct numbers) one row per direct number with phone number and destination, for example „Ford Präfekt“.

Clicking a row shows only the part of the flow that can be reached from this number. The first main number is preselected.

If the Nebenstellen-Filter (Extension filter) at the top of the header is set to an extension, its direct number is preselected when you open the view, if there is one.

The blocks are arranged in columns from left to right, or on narrow screens in rows from top to bottom:

1. Rufnummer (Phone number)
2. Zeitregel (Time rule) with the branches Geschäftszeit (Business hours), Außerhalb (Outside hours), Feiertag (Holiday), and any special hours with their name
3. Ansage-Menü (Announcement menu), Warteschlange (Call queue), and Rufgruppe (Ring group)
4. Nebenstelle (Extension), Anrufbeantworter (Voicemail), Externe Weiterleitung (External forwarding), and Gespräch beenden (End call)

Shapes and symbols:

• Time rules and announcement menus are diamonds.
• End points such as voicemail, external forwarding, and end call are octagons.
• Extensions carry a phone symbol and a colored dot for their status (free, on a call, offline).
• Call queues carry a number: the number of people who answer calls.
• If there is more than one announcement menu, they sit in a dashed frame „Ansagen“ (Announcements).
• The lines carry labels, for example „Taste 1“ (Key 1), „Timeout“ (no one selects), „Überlauf nach 60 s“ (overflow after 60 s, the destination of a call queue when no one answers), „Mitglied“ (Member), or „Nachtschaltung“ (Night mode).

Active path: The path a call takes in the current mode is highlighted in color; the blocks on it glow. A fine point of light runs along the lines of this path in the direction of the call. The other paths are gray.

Move and zoom:

• Vergrößern (Zoom in, +), Verkleinern (Zoom out, −), and Einpassen (Fit, arrows) at the bottom right.
• The mouse wheel zooms at the position of the pointer.
• Dragging on an empty spot moves the canvas.
• Clicking an empty spot closes an open detail panel.

When you open the view and each time you switch flows, the diagram fits itself to the canvas.

Clicking a block opens the detail panel to the right of the canvas; the canvas gets narrower. The X Schließen (Close) closes it again.

Header: name and type of the block with its number, for example „Vertrieb“ (Sales) and „Warteschlange · 610“ (Call queue · 610). Types: Rufnummer (Phone number), Zeitregel (Time rule), Ansage-Menü (Announcement menu), Warteschlange (Call queue), Rufgruppe (Ring group), Nebenstelle (Extension), Externe Weiterleitung (External forwarding), Gespräch beenden (End call), Anrufbeantworter (Voicemail).

Details per type:

• Zeitregel: (Time rule) Zeitfenster (Time window) and Wochentage (Weekdays).
• Rufgruppe: (Ring group) Mitglieder (Members).
• Nebenstelle: (Extension) Status.
• Warteschlange (Call queue, read-only access): Klingelzeit (Ring time), Verteilung (Distribution), Agenten (Agents), Max. Wartende (Max. waiting callers), Max. Wartezeit (Max. waiting time), Nachbearbeitung (Wrap-up time).
• Ansage-Menü (Announcement menu, read-only access): Timeout, Menü-Tasten (Menu keys), Sprache (Language).
• Leitet weiter an: (Forwards to) all destinations, with the label of the line.
• Erreichbar über: (Reachable through) all blocks that point to this one.

Details without a value are left out. For auto attendants and call queues with edit fields, Leitet weiter an and Erreichbar über are left out.

Administration only. This lets you set, for example, where calls go outside business hours.

1. On the canvas, click the branch of the time rule, for example Außerhalb (Outside hours).
2. Under Ziel ändern (Change destination), choose the new destination. All call queues, announcement menus, ring groups, extensions, and voicemail boxes are offered with their number, for example „Mailbox Zentrale · 400“.
3. Select Vorschau (Preview). During the check, it shows „Prüfe…“ (Checking…), then the change as "old → new".
4. Select Übernehmen (Apply). The button shows „Speichere…“ (Saving…). The call flow then reloads and shows the new destination.

The change applies immediately. Unlike in Call builder, there is no draft here. If you choose a different destination after the preview, the preview expires.

Sonderzeit entfernen: (Remove special hours) If the branch is a special hours window, Sonderzeit entfernen also appears below it. The process is the same as in Call builder, see Special hours.

Messages: „Fehler“ (Error) or the message from the system if the preview is not possible; „Speichern fehlgeschlagen“ (Saving failed) if applying fails.

Administration only. Clicking an announcement menu opens the same menu editor in the detail panel as in Call builder: keys and their destinations, and the behavior when no one selects. How to use it is covered in Edit an auto attendant. After you save, the call flow reloads.

Administration only. Clicking a call queue opens a quick editor in the detail panel for the most common settings.

1. Under Wer nimmt Anrufe an? (Who answers calls?), check the extensions. Each row shows status dot, name, and direct number.
2. Under Wie lange klingelt es? (How long does it ring?), choose Kurz (Short, 10 seconds), Normal (20 seconds), or Geduldig (Patient, 40 seconds).
3. Under Wer zuerst? (Who first?), choose the distribution:
   • Alle gleichzeitig: (All at once) all phones ring at the same time.
   • Der Reihe nach: (In order) always in the same order.
   • Reihum: (Round robin) the next call starts with the next person.
4. Under Wenn niemand rangeht (If no one answers), choose the overflow destination or — kein Überlauf (no overflow). A previous destination the list does not know, for example an external number, appears as „[Ziel] (unverändert)“ ([destination] unchanged) and is kept.
5. Select Vorschau (Preview). The result reads, for example, „Leia Organza, Hans Solo nehmen an (Alle gleichzeitig), klingelt 20 Sek. Wenn keiner rangeht → Mailbox Zentrale.“ (Leia Organza and Hans Solo answer, all at once, rings 20 s. If no one answers → Mailbox Zentrale.)
6. Select Übernehmen (Apply). The change applies immediately; the call flow reloads.

The quick editor offers only some of the settings. More distribution types, waiting times, and announcements of a call queue are covered in Ring groups and call queues and in Call builder.

Messages: „Prüfe…“ (Checking…), „Speichere…“ (Saving…), „Fehler“ (Error) or the message from the system, „Speichern fehlgeschlagen“ (Saving failed).

Ablauf ansehen (View flow) plays a call through on the canvas. No call is made and nothing is changed.

1. Select Ablauf ansehen. An open detail panel closes, and a bar with text appears at the bottom.
2. The flow starts at the first main number of the flow shown and follows the branch that applies right now. The current block and the line leading to it are marked; about every 1.6 seconds, it moves one step on.
3. The bar narrates along, for example „Jemand ruft +49 30 23125 000 an.“ (Someone calls +49 30 23125 000.), „Gerade gilt: Geschäftszeit.“ (Now in effect: business hours.), „Warteschlange Vertrieb klingelt bei 4 Personen — jemand hebt ab.“ (Call queue Vertrieb rings for 4 people, someone picks up.), or „Gruppe Zentrale Berlin — alle klingeln.“ (Group Zentrale Berlin, everyone rings.)
4. At an announcement menu, it shows „Ansage [Name] läuft — der Anrufer wählt:“ (Announcement [name] is playing, the caller selects:) with one button per key, for example Taste 1 → Vertrieb (Key 1 → Sales). Choose a key to follow that path.
5. At the end, it shows where the call arrives, for example „Verbunden mit Leia Organza (110) — Anruf angekommen.“ (Connected to Leia Organza (110), call arrived.), „Weitergeleitet an eine externe Nummer.“ (Forwarded to an external number.), or „Das Gespräch wird beendet.“ (The call is ended.) If the path ends at voicemail, the bar says so as well.
6. The X Beenden (End) closes the bar.

Here, the current mode always applies. To play through the path at night or on a holiday, use View flow in Call builder with the choice Innerhalb (Within hours), Außerhalb (Outside hours), or Feiertag (Holiday).

Under Einstellungen (Settings) › Geschäftszeiten (Business hours), Ablauf im Anruf-Fluss ansehen (View flow in call flow) starts this view and the flow directly, see Business hours and exceptions.

Administration only. The Betrieb ändern (Change operation) button in the header opens the Betrieb umschalten (Switch operation) window. It explains: „Automatik folgt Ihren Geschäftszeiten und Feiertagen. Sie können den Nachtmodus vorübergehend erzwingen oder einen Betriebsurlaub planen.“ (Automatic mode follows your business hours and holidays. You can force night mode temporarily or plan a company closure.)

Below it is the Betrieb geschlossen (Business closed) card with the night switch and the company closure. It is the same card as under the opening hours exceptions; how to use it is covered in Close the business at short notice and Company closure. Schließen (Close) closes the window.

Anrufbuilder (Call builder) at the top of the canvas opens Call builder with the flow selected on the left. There, you can reconnect blocks, add branches, collect changes as a draft, and check them before saving.

Call flow or Call builder:

• Anruf-Fluss: (Call flow) overview of all numbers, current mode, quick changes to individual destinations, switching operation. Changes apply immediately.
• Anrufbuilder: (Call builder) build and rebuild flows, create new blocks, create special hours, check numbers. Changes take effect only with Änderungen speichern (Save changes).

The times at which the mode changes are covered in Business hours and exceptions.

• „Einen Moment …“ (One moment …): The call flow is loading.
• „Kein Routing“ (No routing) with „Es ist noch kein Anruf-Fluss (Warteschlangen/IVR/Regeln) konfiguriert.“ (No call flow, queues, IVR, or rules, is configured yet.): The system has no flows yet; you create them in Call builder.
• „Die Telefonie-Daten sind gerade nicht abrufbar.“ (The telephony data cannot be retrieved right now.) or „Anzeige fehlgeschlagen.“ (Display failed.): Open the view again later.
• „Ergebnis unklar“ (Result unclear) with „Keine verwertbare Antwort von der Telefonanlage — ob gespeichert wurde, ist unbekannt. Bitte die Ansicht neu öffnen und prüfen.“ (No usable response from the phone system; whether it was saved is unknown. Please reopen the view and check.): Reopen the view and check the destination.

• Call flows in Call builder
• Business hours and exceptions
• Ring groups and call queues
• Assign direct numbers
• Announcements and music on hold