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Platform Documentation

Call Flow Diagram

The Call Flow Diagram provides a visual representation of how incoming calls are routed through the system for the current tenant. It illustrates the path a call takes from an inbound route through various routing steps such as IVR menus, queues, time conditions, and extensions.

How to Use

Select an inbound route to visualize its call flow. The diagram will display:

  • Inbound Route — the entry point for the call, typically a DID or pattern match
  • Time Conditions — schedule-based routing decisions (e.g., business hours vs. after hours)
  • IVR Menus — interactive voice menus where callers make selections
  • Queues — call center queues where calls are distributed to agents
  • Extensions — final destinations such as user extensions, voicemail, or special endpoints
  • Default Route — the fallback path when no other conditions match

Purpose

The Call Flow Diagram is a diagnostic and planning tool that helps administrators:

  • Verify that call routing is configured correctly
  • Identify potential routing loops or dead ends
  • Document the call flow for training or compliance purposes
  • Plan changes to routing logic before implementing them