Overview
Call Flows are the backbone of inbound call routing in RingResponse. They define the path an incoming call takes, from the initial greeting to its final destination (a user, group, or queue). The Manage Call Flows screen provides administrators with a central hub to create, configure, and oversee all call flows, ensuring calls are directed efficiently based on your business hierarchy and rules.
Key Functionalities
Centralized Management: View and manage all call flows from a single dashboard.
Advanced Search: Find call flows by associated phone number or call flow name.
Status Tracking: See if a call flow is Published (active), in Draft, or Unpublished.
Phone Number Association: View which phone numbers are linked to each call flow.
Ownership & Visibility Control:
Corporate-level call flows are visible to all users.
Branch-level call flows are visible only to users within that branch or users with Corporate Access permissions.
Flexible Edit Options: Designer (configure flow logic), Edit (update name/owner), Duplicate, and Delete.
How to Manage Call Flows
Step 1: Access the Management Screen
Navigate to the Manage Call Flows screen within the RingResponse administration settings.
Step 2: Search and View Flows
The dashboard is organized with the following columns:
Search (1): Use this bar to find a flow by its name or linked phone number.
Name (3): The name of the call flow.
Status (4): Indicates publication status (Published, Draft, Unpublished).
Phone Numbers (5): Shows the numbers assigned to the flow.
Last Updated (6): Timestamp of the last edit or publication.
Owner (7): The corporate or branch entity that owns the flow.
Edit Options (8): Action menu for each flow.
Step 3: Perform Actions
Create a New Flow: Click New Call Flow (2).
Edit Flow Logic: Click the Designer option from the Edit menu to build or modify the call routing steps.
Edit Details: Click Edit to change the flow's name or transfer ownership.
Duplicate a Flow: Use Duplicate to copy an existing flow as a starting point for a new one.
Delete a Flow: Select Delete to remove a call flow. (Use with caution.)
Best Practices
Use descriptive names: Name call flows clearly (e.g., "Main Sales Line - US") to make them easily identifiable in the list.
Leverage ownership for segmentation: Use Branch-level ownership to create call flows specific to a team's needs and control visibility.
Utilize the duplicate function: Save time by duplicating and modifying similar call flows rather than building from scratch.
Maintain a draft status for testing: Keep new or modified flows in Draft status while testing, then Publish when ready for production.
Audit regularly: Periodically review the call flow list to unpublish or delete outdated flows and ensure phone numbers are correctly assigned.
Troubleshooting
Call flow is not visible in the list
Check the Owner column. If you are at a Branch level, you will not see Call Flows owned by other branches. Corporate-level users can see all flows.
Use the Search function to find the flow by name or number.Cannot edit or delete a call flow
Verify you have the appropriate administrative permissions for RingResponse call flow management.
Ensure the call flow is not currently active in a way that prevents editing. You may need to unpublish it first.Changes to a call flow are not taking effect
Confirm you have Published the flow after making changes in the Designer. Draft changes are not active.
Allow a few moments for system updates to propagate.Phone number is not associating with the call flow
Ensure the phone number has been purchased and is in an "Enabled" state in the Manage Numbers screen before assigning it to a flow.
Verify you are saving the changes correctly within the call flow's designer or edit menu.Need to transfer call flow ownership
Use the Edit option on the flow to change the Owner from Corporate to a Branch, or vice versa, to alter visibility and management rights.