A Call Flow is a call routing feature that allows you to set up a keypress menu to route inbound calls to the right person or department (e.g. Press 1 for Mary, Press 2 for support). This article will walk you through how to set up a Call Flow.

To access the Call Flows page, click on the profile dropdown in the upper right corner of the admin account. 

Under Settings, go to Inbound. 

Then select Call Flows in the left-hand navigation.

Step 1: Select + Add Call Flow Button 

Step 2: Fill out the details of your Call Flow 

• Name your Call Flow 
• Select the Keypress to assign (0-9,*, #)
• The response can be a member of your team, forwarded to one of your Verified Caller IDs or a Call Group. 
  • You will need to select the member, number or Call Group.
• Add as many Keypress options as needed but you cannot repeat a number or symbol

Step 3: The greeting will NOT automatically say where each key will take you. You will need to upload or record a greeting clearly stating Press 1 to reach Sales, Press 2 to reach Support, etc. 

Step 4: Make sure to Click Submit

Once your Call Flow is created, you must assign the Call Flow to a Number Pool.

To use a Call Flow Click Numbers in the secondary navigation bar. 

This will bring you to your Numbers Inventory Page.

You can create a new Number Pool by selecting Add Number Pool or you can assign the Call Flow to an existing Number Pool by selecting … > Edit Number Pool.

Make sure to select Call Flow for the routing strategy and then select the Call Flow you would like to use.

Click Submit! 

Once you create your Call Flow and assign it to a Number Pool, any callbacks to the Number Pool will be routed to the Call Flow keypress menu with the greeting you selected. 

Watch the video below to walk through these steps.

This feature is still in beta so if you have any suggestions of how we can improve, please email Product@phoneburner.com. 

Frequently Asked Questions

What accounts can use Call Flows?

Call Flows are an inbound routing setting available to PhoneBurner Premium accounts. If you are a Standard or Professional account and would like to take advantage of this feature, please upgrade your account.

Who on the account needs to set up a Call Flow?

The Call Flow setting can only be accessed and set up by the administrator of the account.

Can I edit or delete a Call Flow?

Yes, go back to the Call Flows page and you can select any Call Flows you would like to edit or delete.

How many Call Flows can I create?

You can create as many Call Flows as needed. 

Can I record a greeting directly in PhoneBurner?

Yes, if you select “Record a Greeting” there will be prompts to directly record within PhoneBurner. 

After a Call Flow is created, what additional steps do I need to take?

For a Call Flow to be used as an inbound routing option you must assign it to a Number Pool for it to be active. In addition, you will want to make sure each of your agents has set up their My Routing settings. 

When can an agent receive a call back to a Call Flow?

Call flows work based on the My Routing settings of the agents included in the keypress menu. They can receive calls while in a dial session, forward them to an external device, or reach the agent's voicemail based on their settings. 

Once a Call Flow is set up and assigned to a Number Pool, how does it route back to the agents in the group?

The inbound routing is determined by the configurations on the My Routing page for each individual agent. 

Can Call Flows be assigned to non-PhoneBurner numbers?

Call Flows are exclusively applicable to numbers purchased through PhoneBurner. They are not compatible with verified numbers or those obtained from sources outside of PhoneBurner.

What if I am dialing out of a SalesForce integration?
At this time Call Groups do not properly sync with SalesForce. We do not recommend using this when dialing out of SalesForce and should only be used when dialing out of PhoneBurner.