This article is applicable to Sky customers. To access an article about the visual call flow editor that is applicable to MiCloud customers, see the Using the Visual Call Flow Editor article.
NOTES:
At the end of 2020, Adobe ended the support for Flash. As of December 31st, it is no longer supported. The Sky Call Flow Editor required a complete re-work since the previous version was Flash based.
A new version of the Sky Call Flow Editor is being used now. The general location of the items and the use of this page remains unchanged.
The following features will not be available in the initial re-build:
Reports
Print
Selecting multiple components at once
Level Slider
Filtering by errors
Refresh button
The Call Flow Editor enables designated Authorized Contacts (administrators) to make immediate modifications to the components that control the way calls flow through their organization's Sky phone system. This online tool, which is available in the Sky Account Portal, provides call flow managing features that are accessible in an easy-to-use interface that displays graphical representations of selected call flow components. For each call flow component you select, an interactive diagram shows exactly how phone calls from customers flow through your organization. Clicking components displayed in the interactive diagrams reveals more details and you can easily adjust the level and zoom settings to customize your view.
Decision Makers and account-level Phone Managers can manage every type of call flow component including Time of Day, Auto Attendant, Ring Group, Dial by Name, and Profile.
Note that this online self-service tool does not require telecom expertise.
Directs calls to multiple Auto Attendants (or other call flow components) configured with different settings for different time of day, day of week modes
Provides automated processing of all incoming calls with the ability to immediately implement manual overrides
Designated Authorized Contacts or End Users can modify Time of Day settings from any physical phone or the Sky Portal
Auto Attendant
Provides callers with multiple options they can select to connect to specific Profiles (phone numbers and voicemails), Ring Groups (departments and other groups), Dial by Name (directories), external phone numbers, and other Auto Attendants
Use of extension dialing can be enabled or disabled. When enabled, specific extension numbers can be included or excluded from being used to transfer away from the Auto Attendant
Utilizes sound files to record an Auto Attendant greeting with specific instructions for selecting menu options
Ring Group
Directs calls to designated members of a department or other specialized group within your organization. For example, a Sales Ring Group would contain the phone profiles of selected sales personnel
Members can be easily added to or removed from each Ring Group
Provides options to ring the phones of all members or only the idle phones of members that are not currently active on another call
Dial by Name
Provides a customizable directory that callers can use to search for personnel within your company using the first three letters of the first name, last name, or both the first and last name of your personnel
Profile
A Profile is the "Type" of call flow component that represents all phone numbers and voicemail boxes, including Ring Group (Trigger) numbers, and the main line phone number in a company's phone system
All profiles are created outside of the Call Flow Editor and are utilized when creating, editing, and managing the call flow components listed above
Overview of a Typical Call Flow
A typical call flow system begins with incoming calls to a company's main line (primary phone number). A Time of Day component directs the calls to the designated Auto Attendant, which provides callers with a menu of options that have been configured for that day of week, time of day period. For example, a Time of Day can direct calls during daytime business hours to the "Day" Auto Attendant, while at night during non-business hours, calls can be directed to a "Night" Auto Attendant.
Each specific Auto Attendant is normally configured to provide a recorded announcement listing the options that are available to callers. Depending on the option selected by the caller, the call is routed according to the instructions configured for that option. Typical Auto Attendants provide callers with options to reach one or more of the following:
Profiles - to reach a specific person or voicemail box within the company phone system
Ring Groups - to reach members of a department or other specialized group in your company
Dial by Name directory - to search for people within your company
External phone numbers - to reach a phone number that is outside the company phone system
Additional Auto Attendants - to provide callers with additional options for specific conditions
Ring Groups can be created for each department that a business wants callers to reach. The phone numbers of the members of each Ring Group can be added or removed from the group at any time. Ring Group options include ringing all members' phone lines or only idle lines (members who are not active on another call). Shared voicemail boxes are available to all members of a Ring Group for retrieving and responding to voicemails. Note that in some phone systems, a Ring Group is known as a Hunt Group.
Dial by Name directories provide callers with a way to search for and find people within a company. When a Dial by Name is created, it includes the phone numbers of all company personnel by default and can be easily customized to exclude specific phone numbers.
Profiles represent all of the phone numbers and voicemails in a company phone system and are utilized to connect call flow components to people that callers need to reach.
In-depth Component Creation and Explanation
The sections listed below provide instructions to configure settings for each type of call flow component:
Directs calls for different purposes depending on the day of week and time of day.
To edit an existing Time of Day, select the desired Time of Day in the list panel, then review and edit the desired settings in the configuration panels below. For help with finding the desired Time of Day, see Finding an Existing Call Flow Component.
To create a new Time of Day, click the New button near the top of the interface, use the drop-down menu to select Time of Day as the "Type" of component, and click OK. For help, see Creating a New Call Flow Component.
To create a copy of an existing Time of Day, select a Time of Day and click the Clone button. For help with cloning, see Cloning a Call Flow Component.
You can update existing or select initial settings for a Time of Day in the General Details, Modes, Time Period and Information configuration panels, as explained in the following sections.
General Details
Name
For a new Time of Day component, enter an appropriate name for it here.
For an existing Time of Day, the Name of this component is what you will search for when connecting other call flow components to it.
Description - If desired, you can enter an appropriate description to explain the purpose of this Time of Day.
Controlled by - Time of Day components can be controlled by one or more users who are authorized to do so using this field. Changes can be made to the Time of Day mode from a physical phone or the Sky Portal.
In the Select profiles box below Controlled by, click Browse.
In the Browse dialog box that opens, you can search for existing phone numbers by typing search criteria in the Search field or sorting the data by clicking the column headings for Name, Phone Number, and Location.
Click to highlight the desired phone number(s) and click the Select button
Modes
Click the + (plus sign) button to add the desired modes and provide a name for each.
Click the - (minus sign) button to remove any existing modes that you no longer require.
The following example shows some typical modes:
Day (weekday business hours/days) "Connect to" Day Auto Attendant
Night (non-business hours/days) "Connect to" Night Auto Attendant
Weekend (weekend business hours/days) "Connect to" Weekend Auto Attendant
For each Mode, select one of the following routing options:
Connect to - This is the default option you should use to connect a Mode to a call flow component, normally an Auto Attendant, which has been configured to provide callers with options for a specific day/time mode. For help with selecting a "Connect to" component, see Browsing to a "Connect to" Call Flow Component.
External transfer - Use this option if you want to transfer all calls for a specific day/time mode to an external phone number (outside of your company's phone system) such as a cell or home phone. Enter the desired 10-digit phone number in the field below External transfer.
Disconnect - This option is rarely used because it terminates all calls for a specific day/time mode.
Queue call - Use this option if your company has a call queuing system that you want to use for processing calls for specific day/time modes. Provide the Name and Number of the Queuing system, and set Busy and No Answer "Timeout" options.
For the selected routing option of each Mode, click the gear icon to configure additional options. These options are dependent on the Type of component and can include some or all of the following:
None - This is the default setting, which means no additional option is selected.
Play Sound - Enables the use of a recorded message explaining how to use the selected routing option. For help with sound files, see Creating and Managing Sound Files.
Bridge Transfer - Provides two Timeout options, Busy and No Answer, which you can set to a routing option (see Mode list above) to connect to a call flow component, external phone number, or queue when the Timeout limit (number of seconds that you set) is exceeded.
Show Original - Shows where a call originated, For example, instead of the Caller ID being displayed, the number that the caller dialed would be displayed
Bypass Screening - Disables any call screening rules that were setup for the Profile selected for the "Connect to" option.
Time Period
Click the + (plus sign) button to add a Time period for each recurring block of time, then use the Mode drop-down menu to select the name of a configured Mode.
Click the - (minus sign) button if you removed a Mode and need to remove the corresponding Time period.
Click the gear icon to configure the days and hours for each selected Mode.
NOTES:
The last mode displayed in the Time Period configuration pane, which is labeled "All other times," represents all days and hours that are not specifically configured in the rest of the modes.
The displayed time for a Time Period is always in Eastern Time
The Validate button and one of the Mode buttons will display with a red outline if more than one Time Period “Mode” is set to process calls for the same (overlapping) day of week and time period. Note that the Mode that displays with a red outline is not necessarily the Mode that needs to be edited to adjust the days and hours to eliminate the overlapping settings.
For a very basic Time of Day example, if your company is open Monday and Friday 8 AM to 5 PM, Tuesday through Thursday 9 AM to 7 PM, and closed all other times, with no special needs to process calls differently on different days and hours when open for business, you would need only two Modes ...
Open
Closed
... but you would need three Time Periods:
Monday and Friday 8 AM to 5 PM (set to Open mode)
Tuesday through Thursday 9 AM to 7 PM (set to Open mode)
All other times (set to Closed mode)
Information
Provides the following:
Reachable From - Lists all phone numbers (Profiles) and call flow components that are connected to the Time of Day you are editing or creating. Selecting a component in this list closes the current component and opens the selected one in the Call Flow Editor screen.
Previous Versions - If previous versions are available, this enables you to select and rollback (Load) an earlier version of an Auto Attendant in the event the current version was edited and is no longer functioning as desired. Versions are labeled with the date, time, and the user name who made the last save.
Auto Attendant
Processes calls based on caller input.
To edit an existing Auto Attendant, select the desired Auto Attendant in the list panel, then review and edit the desired settings in the configuration panels below. For help with finding the desired Auto Attendant, see Finding an Existing Call Flow Component.
To create a new Auto Attendant, click the New button near the top of the interface, use the drop-down menu to select Auto Attendant as the "Type" of component, and click OK. For help, see Creating a New Call Flow Component.
To create a copy of an existing Auto Attendant, select an Auto Attendant and click the Clone button. For help with cloning, see Cloning a Call Flow Component.
You can update existing or select initial settings for an Auto Attendant in the General Details, Menu Options, Menu Settings, and Information configuration panels, as explained in the following sections.
General Details
Name
For a new Auto Attendant component, enter an appropriate name (Day, Night, Weekend, etc...)
For an existing Auto Attendant, the Name of this component is what you will search for when connecting other call flow components to it.
Description - If desired, you can enter an appropriate description to explain the purpose of this Auto Attendant.
Enable Menu
Yes - This is the default setting which enables all options set in the Menu Options panel.
No - This disables all Menu Options, which stops the Auto Attendant from processing calls.
Sound File (Auto Attendant greeting) - Provides callers with detailed instructions explaining how to select the available Auto Attendant options. For example, "Press 1 for Sales, Press 2 for Customer Service, Press 3 for a Dial by Name directory, etc." To create a sound file and record an Auto Attendant greeting, see Creating and Managing Sound Files.
Menu Options
For each option you want to add to an Auto Attendant, click the + (plus sign) button and enter the corresponding option number in the text box on the left, select Connect to (or another routing option), and select the appropriate component. The following is an example of some options that can be configured, which would be described in the Auto Attendant greeting:
1 to Connect to Sales Ring Group
2 to Connect to Customer Support Ring Group
3 to Connect to Dial by Name
4 to Connect to Profile (main line phone number)
For each Menu Option configured for an Auto Attendant, the following routing options are available:
Connect to - This is the default option you should use to connect an Auto Attendant menu option to a call flow component, such as a Ring Group (Profile), Voicemail (Profile), Dial by Name directory, or another Auto Attendant. For help with selecting a "Connect to" component, see Browsing to a "Connect to" Call Flow Component.
External transfer - Use this option if you want to transfer all calls for a specific day/time mode to an external phone number (outside of your company's phone system) such as a cell or home phone. Enter the desired 10-digit phone number in the field below External transfer.
Disconnect -This option is rarely used because it terminates all calls for a specific day/time mode.
Queue call - Use this option if your company has a call queuing system that you want to use for processing calls for specific day/time modes. Provide the Name and Number of the Queuing system, and set Busy and No Answer "Timeout" options.
For each routing option selected above, click the gear icon to configure additional options. These options are dependent on the Type of component and can include some or all of the following:
None - This is the default setting, which means no additional option is selected.
Play Sound - Enables the use of a recorded message explaining how to use the selected routing option. For help with sound files, see Creating and Managing Sound Files.
Bridge Transfer - Provides two Timeout options, Busy and No Answer, which you can set to a routing option (see Menu Option list above) to connect to a call flow component, external phone number, or queue when the Timeout limit (number of seconds that you set) is exceeded.
Show Original - Shows where a call originated, For example, instead of the Caller ID being displayed, the number that the caller dialed would be displayed
Bypass Screening - Disables any call screening rules that were setup for the Profile selected for the "Connect to" option.
Menu Settings
Include Extensions (select one of the following)
Yes - Enables callers to dial an extension number of a person in the company to be transferred from the Auto Attendant to that person.
No - Disables extension dialing (no transfers out of the Auto Attendant)
Configure - Opens the Configure Auto Attendant Extensions dialog where you can include or exclude specific extension numbers for being used to transfer away from an Auto Attendant. To find desired extensions, scroll through the list, enter search criteria in the Included and Excluded search fields, and sort extensions by clicking the column headings for Profile and Location.
Menu Timeout - Set the number of seconds that callers are allowed to make a selection before timeout processing begins.
No Match - Occurs when a caller makes a selection that does not match any valid Auto Attendant options. The default setting is to repeat the auto attendant announcement message. A sound file can be used to inform a caller of selecting an incorrect option.
Timeout - Occurs when callers take too long to select a valid option and the Menu Timeout limit is exceeded. The default setting is to repeat the auto attendant announcement message. A sound file can be used to inform a caller that the time limit has been exceeded.
For No Match and Timeout, you can select routing options (see Menu Option list above) to connect to a call flow component, external phone number, or queue when the No Match condition or Timeout limit is exceeded.
Information
Provides the following:
Reachable From - Lists all phone numbers (Profiles) and call flow components that are connected to the Auto Attendant you are editing or creating. Selecting a component in this list closes the current component and opens the selected one in the Call Flow Editor screen.
Previous Versions - If previous versions are available, this enables you to select and rollback (Load) an earlier version of an Auto Attendant in the event the current version was edited and is no longer functioning as desired. Versions are labeled with the date, time, and the user name who made the last save.
Ring Group
Directs calls to a group of profiles for a department or other specialized area of your organization.
To edit an existing Ring Group, select the desired Ring Group in the list panel, then review and edit the desired settings in the configuration panels below. For help with finding the desired Ring Group, see Finding an Existing Call Flow Component.
To create a new Ring Group, click the New button near the top of the interface, use the drop-down menu to select Ring Group as the "Type" of component, and click OK. For help, see Creating a New Call Flow Component.
NOTE: When creating new Ring Groups, a trigger (programming) number should be used for each Ring Group. If your account does not have available programming numbers, create a Support Case to communicate your request to Support.
You can update existing settings or select initial settings for a Ring Group in the General Details, Connects To, and Information configuration panels, as explained in the following sections.
General Details
Name
For a new Ring Group component, enter an appropriate name for the group or department to which the members belong (Sales, Customer Support, Technical Support, Billing, etc...).
For an existing Ring Group, the Name of this component is what you will search for when connecting other call flow components to it. You can find the Name of this Ring Group in the Information configuration panel's Reachable From list when viewing other call flow components that are connected to this Ring Group.
NOTE: When incoming calls are directed to phones by a Ring Group, the first approx. 20 characters in the name of the Ring Group displays below the inbound Caller ID when using a Mitel phone. (When using a Cisco phone, the profile name associated with the Ring Group's Trigger number displays instead of the Ring Group name.)
Ring - Select one of the following:
All phones (the default) - rings the phones of all members
Idle phones - rings only the idle phones of members (not active on another call).
Trigger - Set to the Ring Group's provisioned programming number, which is labeled as a "Profile" in the Call Flow Editor.
NOTE: If necessary, an existing department (Managed Profile) phone number may be used as the trigger number, however, the number cannot be included as a member of the Ring Group, and if the number for this managed profile is logged into a phone, that phone will not ring and any call screening features associated with that profile are disabled due to the nature of Ring Group programming. Additionally, there is a monthly cost associated with a Managed Profile, while there is no monthly cost for a provisioned programming number.
Number of Rings - Requires setting to the number of times you want the phone numbers in the Ring Group to ring before processing calls according to the configured overflow options.
Connects To
Members - To add existing managed profiles to this ring group:
In the "Select profile or enter phone number box" below Members, click Browse.
In the Browse dialog box that opens, you can search for existing phone numbers by typing search criteria in the Search field or sorting the data by clicking the column headings for Name, Phone Number, and Location.
Click to highlight the desired phone number(s) and click the Select button
Overflow - Set to one of the following routing options to process incoming calls to the Ring Group that go unanswered (for the specified number of rings):
Connect to - This is the default option for overflow processing. You can select the Voicemail number for this Ring Group, or any other call flow component, to forward calls directed to this Ring Group that go unanswered. For help with selecting a "Connect to" component, see Browsing to a "Connect to" Call Flow Component.
External transfer - Use this option if you want to transfer unanswered calls to the Ring Group to an external phone number (outside of your company's phone system) such as a cell or home phone.
Disconnect - Use this option to terminate all unanswered calls to the Ring Group.
Queue call - Use this option if your company has a call queuing system that you want to use for processing calls for specific day/time modes. Provide the Name and Number of the Queuing system, and set Busy and No Answer "Timeout" options.
For the selected Overflow routing option, click the gear icon to Configure additional options. These options are dependent on the Type of component and can include some or all of the following:
None - This is the default setting, which means no additional option is selected.
Play Sound - Enables the use of a recorded message explaining how to use the selected routing option. For help with sound files, see Creating and Managing Sound Files.
Bridge Transfer - Provides two Timeout options, Busy and No Answer, which you can set to Connect to a phone number or call flow component when the Timeout limit (number of seconds that you set) is exceeded.
Show Original - Shows where a call originated, For example, instead of the Caller ID being displayed, the number that the caller dialed would be displayed.
Bypass Screening - Disables any call screening rules that were setup for the Profile selected for the "Connect to" overflow option.
Information
Provides the following:
Reachable From - Lists all phone numbers (Profiles) and call flow components that are connected to the Ring Group you are editing or creating. Selecting a component in this list closes the current component and opens the selected one in the Call Flow Editor screen.
There is no Previous Version option for Ring Groups.
Dial by Name
Provides a Dial by Name directory to search for profiles in the phone system.
To edit an existing Dial by Name, select the desired Dial by Name in the list panel, then review and edit the desired settings in the configuration panels below. For help with finding the desired Dial by Name, see Finding an Existing Call Flow Component.
To create a new Dial by Name, click the New button near the top of the interface, use the drop-down menu to select Dial by Name as the "Type" of component, and click OK. For help, see Creating a New Call Flow Component.
To create a copy of a Dial by Name, select a Dial by Name in the list panel and click the Clone button. For help with cloning, see Cloning a Call Flow Component.
You can update existing or select initial settings for a Dial by Name in the General Details, Settings, and Information configuration panels, as explained in the following sections.
General Details
Name
For a new Dial by Name component, enter an appropriate name.
For an existing Dial by Name component, the Name of this component is what you will search for when connecting other call flow components to it.
Description - If desired, you can enter an appropriate description to explain the purpose of this Dial by Name.
Sound File (Dial by Name greeting) - Select an existing or create a new sound file to provide a message instructing callers how to use the phone keypad to search for member names in the directory. For help with sound files, see Creating and Managing Sound Files.
Excluded - Select the company phone profiles you want excluded from the Dial by Name directory to prevent callers from accessing these phone numbers.
Settings
Match On - Set to one of the following options:
First and last name (the default) - Enables callers to search for members in the company directory by first or last name
Last name - Enables callers to search for members in the company directory by last name only
First name - Enables callers to search for members in the company directory by first name only
No Conflict - Select the Transfer option below that you want used when a unique match is found in the company directory. If multiple matches are found, the phone system will play each recorded name along with options to select the desired person (provided that all company members have recorded their names via the voicemail system):
Immediate Transfer (the default) - Immediately transfers the call to the company member found by the search
Announce Transfer - Provides an announcement telling the caller that they are being transferred to the company member found by the search
Confirm Transfer - Requires the caller to press an option to confirm, before being transferred to the company member found by the search
Press 0 - Provides callers with an option to press 0 to leave the Dial by Name directory and return to the Auto Attendant or other call flow component where they selected the Dial by Name option.
No Match - Occurs when a caller uses the phone keypad to search for company members and does not find a match. The default setting is to repeat the Dial by Name announcement message. A sound file can be used to inform callers of not finding a match.
Timeout - Occurs when callers take too long to use the phone keypad to search for company and the Menu Timeout limit is exceeded. The default setting is to repeat the Dial by Name announcement message. A sound file can be used to inform a caller that the time limit has been exceeded.
NOTE: It is recommended that at least one of the settings above (Press 0, No Match, or Timeout) should Connect to another call flow component to enable callers to exit the Dial by Name directory when a match is not found.
For the Press 0, No Match, and Timeout options configured above, the following routing options are available:
Connect to - This is the default option you should use to connect to a call flow component. For help with selecting a "Connect to" component, see Browsing to a "Connect to" Call Flow Component.
External transfer - Use this option if you want to transfer all calls for a specific day/time mode to an external phone number (outside of your company's phone system) such as a cell or home phone. Enter the desired 10-digit phone number in the field below External transfer.
Disconnect - This option is rarely used because it terminates all calls for a specific day/time mode.
Queue call - Use this option if your company has a call queuing system that you want to use for processing calls for specific day/time modes. Provide the Name and Number of the Queuing system, and set Busy and No Answer "Timeout" options.
For each routing option selected above, click the gear icon to Configure additional options. These options are dependent on the Type of component and can include some or all of the following:
None - This is the default setting, which means no additional option is selected.
Play Sound - Enables the use of a recorded message explaining how to use the selected routing option. For help with sound files, see Creating and Managing Sound Files.
Bridge Transfer - Provides two Timeout options, Busy and No Answer, which you can set to a routing option (see Menu Option list above) to connect to a call flow component, external phone number, or queue when the Timeout limit (number of seconds that you set) is exceeded.
Show Original - Shows where a call originated, For example, instead of the Caller ID being displayed, the number that the caller dialed would be displayed
Bypass Screening - Disables any call screening rules that were setup for the Profile selected for the "Connect to" option.
Information
Provides the following:
Reachable From - Lists all phone numbers (Profiles) and call flow components that are connected to the Dial by Name you are editing or creating. Selecting a component in this list closes the current component and opens the selected one in the Call Flow Editor screen.
Previous Versions - If previous versions are available, this enables you to select and rollback (Load) an earlier version of an Auto Attendant in the event the current version was edited and is no longer functioning as desired. Versions are labeled with the date, time, and the user name who made the last save.
Main Line Phone Number (Profile)
The main line (primary phone number) requires a programming number and is labeled as a "Profile" (Type of call flow component) in the Call Flow Editor. Call flow systems typically begin with incoming calls to an organization's primary phone number, or main line, and connect to a series of other call flow components.
You can update existing or select initial settings in the Profile's General Details configuration panel:
General Details
Number of Rings - Requires setting to a numeric value. This value is the number of times you want the main phone number to ring before directing calls to the Time of Day (or Auto Attendant). For example, set to 3 if you want incoming calls that are not answered after 3 rings to be routed to the desired call flow component.
Connect to - Requires connecting the main line phone number to the desired call flow component, which is normally a Time of Day, but could possibly be an Auto Attendant (if all calls, regardless of day of week and time of day, are processed in the exact same manner). For help with selecting a "Connect to" component, see Browsing to a "Connect to" Call Flow Component.
Finding, Editing, Creating, and Cloning Components
When creating new components and changing settings of existing components, before logging off (or being timed out) you must click the Save button at the bottom of the interface to save your work (otherwise whatever components or settings you started to edit or create will be lost).
Finding an Existing Call Flow Component
You can find an existing call flow component in the following ways:
Scrolling through the list panel
Clicking the column headings to sort all components by Name or Type
Clicking the filters located on top of each column to search by Name, Type of component, Reachable (active), or Unreachable (inactive)
Components that match your search criteria are displayed in a list panel, where you can select the desired component to display the associated configuration panels.
Editing an Existing Call Flow Component
To edit an existing call flow component, select the desired component in the list panel, then scroll down to review and edit the associated settings in the configuration panels available for that Type of component.
Creating a New Call Flow Component
To create a new call flow component, click the New button near the top of the interface (or use the drop-down menu below any "Connect to" option if that's where you want the new component).
In the New Component dialog that opens, use the drop-down menu to select the "Type" of component you want to create and click OK.
Review the available options and establish initial settings in the configuration panels available for that Type of component. You may want to refer to an existing call flow component of the same Type as a reference point for configuring settings.
Cloning a Call Flow Component
To create a copy of a call flow component, select the desired component in the list panel and take note of the component's name.
Click the Clone button located next to the selected component, then locate the same call flow component in the list panel.
Select the component below it, which has "Copy" appended to the component name.
For example, if you Clone the "XYZ Time of Day" the cloned copy is named "XYZ Time of Day Copy".
You can then modify the settings of the cloned component in the configuration panels available for that Type of component.
NOTE: Ring Groups and Profiles cannot be cloned.
Browsing to a "Connect to" Call Flow Component
Below every "Connect to" option is a drop-down menu with Browse and New options. (To create a New component, see Creating a New Call Flow Component.)
Select Browse to open the Browse dialog box where you can search for an existing call flow component by scrolling through the list, typing search criteria in the Search field, and sorting the components by clicking the column headings for Name, Type, Phone Number, and Location.
Select the desired call flow component to return to the "Connect to" option.
For help selecting the desired component, refer to the following table, where "Type" refers to the Type of component shown in the Browse dialog box:
Desired Component
Type
Displayed below "Connect to"
Phone Number
Profile
Name, phone extension #
Voicemail
Voicemail
Name, phone extension #, - VM
Ring Group (trigger #)
Profile
Name of Ring Group, phone extension #
Ring Group Voicemail
Voicemail
Name of Ring Group, phone extension #, - VM
Auto Attendant
Auto Attendant
Name of Auto Attendant
Dial by Name
Dial by Name
Name of Dial by Name
Time of Day
Time of Day
Name of Time of Day
Creating Components for a New Call Flow
When creating a new call flow, it is best to create and configure components in the following order:
Phone Profiles*
Dial by Name
Ring Groups
Auto Attendants
Time of Day
This is recommended because you will not be able configure all settings for some components until other components are already created and configured.
* Please note that Profiles are actually created outside of the Call Flow Editor, but must exist before call flow settings can be configured. Each call flow component that is labeled as a "Profile" represents either a managed profile (for most phone numbers in a phone system) or a programming number (used for Ring Group trigger numbers and a company's main line phone number).
Creating and Managing Sound Files
For the "Sound Files" option (Auto Attendants and Dial by Names) and wherever "Play Sound" is an available option, you can create and manage sound files to:
Record Auto Attendant greetings
Record Dial by Name greetings
Record voicemail greetings
Record messages that provide callers with an explanation of available options or other guidance
Click the Sound File or Play Sound drop-down menu and select Browse.
In the Browse dialog box that opens, you can search for an existing sound file by typing search criteria in the Search field or sorting the sound files by clicking the column headings for Id, Name, and State (Recorded, Placeholder, Blank).
Notate the 4-digit Id code of this sound file so you can record the greeting message to provide instructions for callers to "Press" each auto attendant option #. See Recording a Sound File Message from Your Phone for detailed instructions.
Creating a New Sound File
Click the Sound File or Play Sound drop-down menu and select New.
Enter a Name in the New Sound File dialog box that opens.
Enter "placeholder" text that you want the sound file to contain. You can use this text as a script guideline when recording the desired greeting or message. (Note that only plain text, commas, and periods are allowed - no special characters or other punctuation.)
Click OK.
Notate the 4-digit ID code of this sound file so you can record the greeting or message with detailed instructions to "Press" each auto attendant option #. See Recording a Sound File Message from Your Phone for detailed instructions.
Important: Before using a Sound File in a live call flow system, you should record a greeting or message by accessing the voicemail in your Sky phone.
Managing Sounds Files
Click the "Sounds" link at the bottom of the Call Flow Editor interface.
You can also click the hyperlink of any selected Sound File in the Play Sound or Sound File selection box in the configuration panels of any call flow component.
In the Sound Files dialog box that opens, you can search for an existing sound file by typing search criteria in the Filter field or sorting the sound files by clicking the column headings for Id, Name, In Use, or State (Recorded, Placeholder, Blank).
You can click any of the following buttons and links listed in the Sound Files dialog box to perform the desired function:
Edit - Select an existing sound file and click Edit to open the Edit Sound File dialog where you have the following options:
Rename sound file - The General Details panel provides ID number, Name, and Text. Only the Name can be changed here
Find other call flow components that use the selected sound file - The Information panel displays a list of call flow components that use the selected sound file
Download a sound file - Click the Download link to open a dialog box that enables you to open the sound file in a media player or save the file to your computer where it can be modified and uploaded to replace an existing sound file
Upload - Select a previously "Recorded" sound file, click Upload to open the Upload Sound File dialog, and perform the steps below. (Note: Sound files must have a .wav extension and be in µ-law mono format. If you need help, create a Support Case to communicate your needs to Support.)
Click the Browse button
Navigate to the sound file on your computer that you want to use to replace the selected sound file
Click the Upload button
Delete - Select an existing sound file and click Delete to permanently delete the sound file
Export - Enables you to export a list of all sound files sorted by name and ID number
Close - Closes the Sounds File dialog box.
Recording a Sound File Message from Your Phone
If you do not already have your System Password, create a Support Case to request this information from Support.
Only account-level Phone Managers can edit Call Flow Settings.
Location-level Phone Managers (with authorization for a specific location, not all account locations):
Can not edit the Call Flow Settings for their location.
Can view the Call Flow Settings for all account locations.
Auto Attendant
The maximum number of options that can be added to an Auto Attendant, not including legacy extensions, is 32.
The maximum number of legacy extensions (and aliases) with 3 or more digits that can be added to an Auto Attendant is 256 or 3 times the total number of locations, whichever is higher.
The maximum number of Auto Attendants that can be created per partition is 256 or 7 times the total number of locations, whichever is higher.
Ring Group
The maximum number of members that can be added to a Ring Group is technically 64. However, depending on the available bandwidth at a customer's location, it is recommended that a maximum of 12 members should be added to a Ring Group. This recommendation is to ensure an optimal customer experience.
Trigger numbers may not be removed from Ring Groups.
Ring groups require at least one member.
If you are trying to add another User to the Members in a Ring Group the User shows up grayed out, that means the User is already in the Ring Group OR the User is being used as a Trigger for another Ring Group. You will need to replace the User being used as a Trigger with a new Trigger Number, Validate and Save the changes and the reload the Call Flow page to fix this error.
Time of Day
The maximum number of time periods that can be added to each Time of Day is 6.
