Your queue is ready but on its own, it can't do much - we need to connect it to a call flow.
Connect a queue to a call flow
When you visit the IVR call flows section 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 each template in your default account actually means) or you create a new module by clicking on "Add" top right-hand side.
Option 1: 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 will work out of the box as long as you connect a number to it.
So let's start with a simple scenario: you want your customer to only hear a ringing tone when calling your line. This is how you need to edit the existing ACD to achieve that:
- Edit the module by clicking on the blue pencil icon
- Remove the Queue Experience (remember, no waiting music playing, the customer will hear only ringing)
- Remove the Agent experience
- Remove the After Flow (if we leave this one, in case the call is not connected to an agent, the customer would hear a 'Sorry, no one is available' audio')
- Set the Enqueue delay
- Click save
If you prefer to follow the video guide, you can check it here:
Option 2: Creating a new ACD module
Of course, you can also just create a new ACD from scratch. That's how you do it:
- Click on the "Add" button in the upper right corner - give it a name and choose the module type (Automatic Call Distribution) - and click 'Save'
- Click again to edit (watch out, babelforce modules sort alphabetically)
- In the tab "Settings", select the queue you edited in the last article, select the trigger "Always" as a queue condition (because we want the call to always be transferred to this queue)
- Click 'Save'
If you prefer to follow video guide, check it here:
Connecting the ACD module to a number
The next step is to connect the ACD to a phone number.
Go to IVR call-flows > Numbers and check if you already have a number assigned to your account. If not, get in touch with the babelforce team at email@example.com.
If you already have a number assigned, just click on the drop-down list next to it and select the module you want to connect your number to (so either you can use the ACD that was already prebuilt or you select the ACD module you created yourself).
If you prefer the video guide, you can find it here:
Now you're done! Set your test agent on available and try to make your very first call with babelforce. How to do that? It's very simple: go to the Routing & queueing > Agents and then choose the agent for your tests. Now, in the 7th column called 'Presence' set the state to 'Available'.
What's left is to call your number linked to the call flow to check if it rings.
Do you prefer to follow a video guide? No problem:
Your first basic call flow is ready, now time to upgrade it - we want to add business hours and holidays, triggers and switch nodes. Ready?
The next section looks at opening times and holidays. Enjoy!