3.5 - Putting it all together

Now that you added agents, queues, Business Hours, Calendars and audio prompts as well as triggers and got to know Switch Node, we can finally put the whole process together.

First, we will show you how the flow looks like that already exists in your account.

Then we will show you how to build your own.

First of all, as a reminder of how the flow looks in the process map:

The Map View

As you know, your account already came with a complete flow setup. Now you will learn something great about the babelforce platform, the call flow ymap view! You can look at any existing flow as long as it is connected to a phone number.

Connecting a number

So before you build your own flow, let look at the one that already exists in your account. To do so, go to IVR callflows > Numbers and connect the number in your account to the module "1.0 - Calendars, business hours, enabled."


Now go back to Call flows and select from the list of available views the map view (see screenshot below).

To select the right flow, click into the drop down list that says "Please select a call flow" and select the phone number you just connected. Voila, you will now beautifully see how the call flow looks like that you are going to build in a moment.


 As you can see in the map view, the three triggers that are shown as separate entities in the none-technical flow are now all combined within the 1.0 switch.

We will now show you how to reproduce this call flow on your own by using the map view.

Building call routes

Deleting existing routes

In the previous chapter, you already created a new Switch for opening hours. So let's start there. Connect your phone number to the Switch Node Module you created before by going to Numbers. When you did this, go back to the Map View and select the the number from the drop down list.

With a double click, open the first switch node and delete all existing routes under "Settings" by clicking on the little bin. Also remove the After-flow by clicking on the "x". In the screenshot you see how your module should now look like. To create your new routes, click on the + next to "Routing rules".

Creating new Modules and Triggers

Now comes the exciting part. Instead of selecting an after-flow from the drop down, we are actually creating an entirely new call module as well as new triggers. But let's start at the beginning.

 Click on the + under "After-Flow". As you can see in the map view above, the first decision point is "Holiday given"? If this is true, you want to tell the customer "3.0 - Sorry no one available - try later - goodbye". So you create a new Audio Module and give it a name that lets you identify the module later on (you cannot give the same name twice).

Creating a calendar trigger

After you saved the new module, you are let back to the page where you create your routing rules. The new After-Flow is already filled in. Now that this is done, create a new trigger. Click on the + under the trigger drop down and set up a new trigger that checks the calendar you created. The screenshot to the right gives you an example how the trigger could look like.

If you don't find your calendar in the drop down of Expressions, yet. you might have to cancel the process, save the routing rule you completed so far, save the Switch node and the reload the page. 

And now that everything is set up let's test it! The next tutorial will show you how.

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