Call Flows (not available in all configurations)

Call Flows allows you to set up how incoming calls to your company's main number(s) are handled under different situations such as the time of day or the availability of resources to accept the call. You can direct calls to:

  • Users

  • Groups

  • Auto Attendants

  • A general mailbox

Call Flow Options

Day and Night Options

Typically you would handle calls differently during the day than at night. During the day, you may direct calls to a receptionist and to voicemail after work hours (night). Both options are based on the business hours that you have set up.

Alternate Night

You can set up an alternate night call flow that is different from your company's business hours for example, a holiday schedule.

The Call Flow wizard guides you through the steps necessary to set up how you want your company to handle incoming calls.

To set up call flows:

  1. Click Call Flows → Add New.

  2. Follow each step in the wizard.
    images/edocs.mitel.com/UG/EN/Oria/5.3/Customer_Administrator_Portal_Help/Content/Resources/Images/CallFlow_554x388.jpg

  3. After setting up or changing call flows, you must select which employees will have the permission to change the call flow from day to night mode.

    When Call Flow follows business hours, Management Portal programs the Day/Night/Alternate Night keys and employees use these keys to set the system Day/Night 1/Night 2 mode. The call is routed to the chosen destination based on the system Day/Night 1/Night 2 mode.
    When the Call Flow does NOT follow business hours, Management Portal still programs the Day/Night/Alternate Night keys and employees use these keys to set call forwarding to the chosen destination. The system Day/Night 1/Night 2 mode is not affected by using these keys.

  4. Click Save.

Modifying Call Flows

You must select the business hours after changing a call flow to make it follow business hours when:

  • Creating a call flow that does not follow business hours

  • Modifying a call flow to become a Day or Night call flow that does not follow business hours

  • Modifying the Day, Night or Alternate branches in call flows

  • Users will choose the Day, Night or Alternate using a phone key.These users must be on the list of employees who have the permission to change the system from day to night