Call Flow

Definition

Call Flow is set of rules on how a call should behave when it is trying to reach a device.

Call Flow can be reached by clicking Call Flow link in device details:

A call has several states that can be seen from this image:

• Before Call – call has not reached device.
• Call – call to device is in progress.
• Answered – call was answered.
• No Answer – call was not answered and ended after timeout.
• Busy – callee was busy.
• Failed – call to device failed.

Actions

We can take actions for several call states: Before Call, No Answer, Busy and Failed.

The possible actions are:

• Empty
• Forward
• Voicemail
• Fax detect (only for the Before Call state)

Empty

Empty – means no action should be taken. It is the default in most cases.

Forward

Call can be forwarded to Local device or External number:

Device Timeout is only available in the No Answer state. It decides for how long a device should ring before the system decides that it is unreachable (when to activate the No Answer state).

The system owner (admin) can select any device he likes. If a user edits his devices' Call Flow, he can only select his own devices.

Using the "forward" action it is easy to implement:

• Unconditional forward – when forward is used in the Before Call state.
• Forward on no answer/busy/failed – when forward is used in No Answer, Busy or Failed states.

CallerID options

The following options are available to manage CallerID for a forwarded call:

• From device - puts CallerID for the device that is forwarding the call.
• Same as comes - unchanged - leaves the CallerID as it comes from the original caller.
• From DID - selects a CallerID from available DIDs.
• Custom - enters any CallerID.

Voicemail

This action sends the call directly to voicemail. It's simple. Put in Before Call, and if a call never reaches a device, it will go directly to voicemail.

You can put it in the No Answer/Busy/Failed state to achieve a different functionality.

Fax detect

This action can be set ONLY in the Before Call state and only if a Fax device is enabled in Settings:

You can select only a FAX device to route the call if a Fax is detected. MOR will use fax detection when this action is set.

If a fax is detected, it routes calls to the set fax device. Otherwise, they go to the basic device.

NOTE: Fax over VoIP is not reliable and this setting should be used only for testing.