2.2 - Connect a queue to a call flow and add a number

When you go to your Applications for the first time, you won't find an empty account but it comes with a prepared call flow. You can do two things to create our basic call flow: either you edit the existing flow (we'll explain the full template in the next section so you understand what this long template in your default account actually means) or you create a new module by clicking on "Create" top right-hand side (green button).

Editing the existing Automatic Call Distribution (ACD) module

First, to have an incoming call forwarded to a queue you will need an Automatic Call Distribution module (if you don't remember what this is go back to section 1.1 of this tutorial). In our default template it's called "2.0 - Call flow for Call Queue".

This is how you can edit the existing module so the customer only hears ringing while waiting:

  • Click on edit
  • Remove the Queue Experience
  • Remove the Agent experience
  • Remove the After Flow
  • Click save

Creating a new ACD module

Of course, you can also just create a new ACD. That's how you do it:

  • Click on "Create"
  • Click on edit, save it again
  • Click again on edit, give it a name (watch out, babelforce modules sort alphabetically)
  • In the tab "App", select a queue, select the trigger "Always" as queue condition
  • Click save

Connecting the ACD to a number

Go to Numbers and check if you already have a number assigned to your account. If not, get in touch with the babelforce team, support@babelforce.com.

If you have a number assign, just click on the drop-down filed next to it and select the ACD you want to connect your number to (so either you edited the existing flow or you choose the application module you created yourself).

Now you're done! Set your test agent on available and try to make your very first call with babelforce :).

The next section looks at opening times and holidays. Enjoy!

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