2.2 - Connect a queue to a call flow and add a number (V2)

When you visit the Call flow 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 this long template in your default account actually means) or you create a new module by clicking on "Add" top right-hand side.

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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.

Below you see what you have to do if you want the customer to only hear a ringing:

  • Edit the module by clicking on the blue pencil
  • Remove the Queue Experience
  • Remove the Agent experience
  • Remove the After Flow
  • At a ring time of 5000
  • Click save

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Creating a new ACD module

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

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

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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 already own a number assign, just click on the drop-down filed next to it and select the module you want to connect your number to (so either you can use the ACD that was already prebuild or you select the module you created yourself).

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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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