Difference between revisions of "Call Flow"
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= Definition = | = Definition = | ||
Call Flow is set of rules how call should behave when it is trying to reach | 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 [[Image:icon_call_flow.png]] '''Call Flow''' link in device details: | |||
[[Image:call_flow1.png]] | [[Image:call_flow1.png]] | ||
A call has several states that can be seen from this image: | |||
* '''Before Call''' - call has not reached device | * '''Before Call''' - call has not reached device. | ||
* '''Call''' – call to device is in progress | * '''Call''' – call to device is in progress. | ||
* '''Answered''' – call was answered | * '''Answered''' – call was answered. | ||
* '''No Answer''' – call was not answered and ended after timeout | * '''No Answer''' – call was not answered and ended after timeout. | ||
* '''Busy''' – callee was busy | * '''Busy''' – callee was busy. | ||
* '''Failed''' – call to device failed | * '''Failed''' – call to device failed. | ||
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* '''Forward''' | * '''Forward''' | ||
* '''Voicemail''' | * '''Voicemail''' | ||
* '''Fax detect''' (only for Before Call state) | * '''Fax detect''' (only for the Before Call state) | ||
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== Empty == | == Empty == | ||
Empty – means no action should be taken. It is default in most cases. | Empty – means no action should be taken. It is the default in most cases. | ||
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'''Device Timeout''' is only available in '''No Answer''' state | '''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 forward action it is easy to implement: | Using the "forward" action it is easy to implement: | ||
* '''Unconditional forward''' – when forward is used in Before Call state | * '''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 | * '''Forward on no answer/busy/failed''' – when forward is used in No Answer, Busy or Failed states. | ||
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=== CallerID options === | === CallerID options === | ||
The following options are available to manage CallerID for a forwarded call: | |||
* '''From device''' - puts | * '''From device''' - puts CallerID for the device that is forwarding the call. | ||
* '''Same as comes - unchanged''' - leaves CallerID | * '''Same as comes - unchanged''' - leaves the CallerID as it comes from the original caller. | ||
* '''From DID''' - | * '''From DID''' - selects a CallerID from available DIDs. | ||
* '''Custom''' - | * '''Custom''' - enters any CallerID. | ||
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[[Image:call_flow_vm.png]] | [[Image:call_flow_vm.png]] | ||
This action sends call directly to voicemail. It's simple. Put in Before Call | 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 No Answer/Busy/Failed state to achieve different functionality. | You can put it in the No Answer/Busy/Failed state to achieve a different functionality. | ||
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== Fax detect == | == Fax detect == | ||
This action can be set ONLY in Before Call state and only if Fax device is enabled in | This action can be set ONLY in the Before Call state and only if a Fax device is enabled in Settings: | ||
[[Image:call_flow_fax.png]] | [[Image:call_flow_fax.png]] | ||
You can select only FAX device to route call if Fax is detected. MOR will use fax detection when this action is set. | 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.''' | '''NOTE: [[Fax over VoIP]] is not reliable and this setting should be used only for testing.''' | ||
Revision as of 10:31, 9 May 2010
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.
