3.5 - Putting it all together

Now that you've 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 that already exists in your account looks like.

Then we will show you how to build the same flow by yourself.

Below you can see the flow that we are going to build in a form of a diagram. You should remember it from the previous articles:

Default call flow

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 map view! You can look at any existing flow as long as it is connected to a phone number.

Connecting a number

To connect a phone number, go to IVR call flows > Numbers and connect the number in your account to the module "1.0 - Calendars, business hours, enabled."


Checking the map view of the flow

Now go back to IVR call-flows > Call flows and select the map view (the map icon, see screenshot below).

Next, to see the flow connected to the number you selected, 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 see how the call flow looks like. And you're going to recreate this call flow in a moment!


How to read this map?

The call comes in and hits the switch node - it checks if there are any special calendar days - if yes, the call goes to the 'Sorry...' prompt; if not, then it checks the business hours - if the call reaches the line outside business hours, the call goes to the 'Sorry...' prompt; if it's within business hours, then it checks if at least 1 agent is enabled. If not, it goes to the 'Welcome, no agent enabled' prompt. In this case, the caller is also offered a voicemail option. After that, he will hear a 'Goodbye' audio; if however, the agent is enabled the call is moved to the ACD module. The call is being now connected to the queue - the caller is hearing looped waiting audio and waiting for the agents to pick up the call. If nobody answers within the set time, the caller is offered a voicemail option and hears a 'Goodbye' audio. If an agent answers, then the call lasts as long as it's not finished by the caller/agent/line issue.

Check the link below to follow this guide in a form of a video:

As you can see in the map view and the description above, the three triggers that are shown as separate entities in the non-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.

Creating your own flow 

Building call routes

In the previous chapter, you already created a new Switch Node for opening hours, calendar, and enabled agents. So let's start there. 

The explanation below will show you how you can create the call flow in a smooth process. But you have already learned how to build each piece of this module separately. If you feel more comfortable creating modules separately and then connecting them together in the After-flows, feel free to do so!

1. Connect your phone number to the Switch Node Module you created before by going to IVR call-flows > Numbers. (Alternatively, you can just create a new Switch Node from scratch).

2. Go back to the Map View in IVR call-flows > Call flows and select the number from the drop-down list.

3. You can now edit this Switch Node to adjust it to your call flow. Let's see how this can be done - we will remove the existing settings to walk you through the creation of the switch and the entire flow (but of course, it's just for the training purpose! The settings in the switch node are already well done).

4. With a double click on the icon, open the switch node and delete all existing routes under the"Settings" tab by clicking on the little bin next to each route. Also, remove the After-flow by clicking on the "x".

5. To create your new routes, click on the + next to "Routing rules". A new view will appear where you will define the first Routing rule.

Now comes the exciting part. Instead of selecting an after-flow from the drop-down, we will create everything from scratch, including the necessary modules and triggers.

6. In the map view above, the first decision point was "Holiday given?". Let's build this one. If this is true, you want to tell the customer "3.0 - Sorry no one available - try later - goodbye", if not, you want to move to the next routing rule.

  • start with adding priority (remember the higher number, the greater the priority)
  • create a new After-flow - click on the plus icon, choose the type Audio Player and give it a name that lets you identify the module later on (you cannot give the same name twice), click 'Save'. You don't need to set up any After-flow to this Audio Player because we want the call to end after this audio is played.
  • 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 you need to create a new trigger. Click on the + under the trigger dropdown.
  • we want to create a trigger that checks the calendar - you should remember this part from the previous articles. We choose the logic type, find your calendar in the Expression list, and set the Operator to 'is given'. And click save.

7. Next, in the same way, create the second Routing rule - the priority needs to be lower than the first one, the After-flow can be the same Audio Player you've added before, and the trigger - remember the one 'Outside business hours' we've done few articles before? It's exactly what you need.

8. Last Routing rule - the lowest priority, as a trigger we can use what we built once 'Agents enabled'. What about the after flow? We want to welcome our clients with an Audio Player, so you can create a new one. But this time, we need an After-flow (you don't want the call to end after the 'Welcome' message).

9. As an After-flow for this audio, you need an ACD module to connect to the agents. Remember creating this in one of the past articles? You need to choose which Queue will be called, which Queue entry condition (try 'Always' for the now), and then the Call Flow experience.

  • add Queue Experience - you want to add Audio Player with music that your customer will hear when waiting. As an After-flow, try Voicemail as we want this option to be presented to the customer. And then, as an After-flow for the Voicemail? Should we play any audio?
  • add Agent experience - you should choose the Agent queue module and adjust it to your needs
  • add After-flow - you probably want to apologize to your customer and ask him to call later (Audio Player)

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

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