Most of Gradwell’s customers just need their telephone number to point to a single phone and nothing else. However, if you have multiple phones, departments, or even companies then managing your Call Flow can seem a mammoth task.
This guide will help you set up your Call Flow by covering the following features:
- What an extension is and how you can link it to your Telephone number.
- What a Queue is and how to add your extensions to the Queue.
- What a Voice Menu is and how you can add your own voice prompts.
- What a Hunt Group is, how to specify Call Flow based off time and day, and how to set up Voicemail for all other times.
Before We Start
You will need the following to be able to make the most of this guide:
- Your Gradwell Control Panel login details (see this guide on how to log in);
It would also be a lot easier for you to create your Call Flow if you have a rough idea of how many people need to receive and/or make calls as each of these will be part of your overall structure. Once you have done this you’ll prob have a better idea of what you need to set up.
In the example below, we can see that the company Acme Ltd wants Peter, John, and Sarah to be separate from Toby and Jane when receiving calls on the 01225 number, and wants Alfie to only make outgoing calls.
In Gradwell, an extension is an internal telephone number, unique to your account, that you can route calls through to. The most common example of this is an extension that is added to your phone:
You can find a guide here on how to create a phone extension, and how to add this to your phone.
To link an extension to the external telephone number you need to log into your control panel, hover your mouse key over the ‘Your Phones’ menu option, and then choose ‘Phone Number’ from the list of options that appears.
You will be taken to the ‘Manage Phone Numbers’ page which will show you all of your Phone numbers, and to which extension calls to that number are sent. You can see in the following picture that there is currently no extension assigned to this number.
Clicking on the edit button to the right of the number will open a drop-down menu containing all of your current extension (and other functions).
Selecting one of these, and then clicking the Save button, will mean that all calls from the telephone number will route to that extension.
So, we can see that a simple Call Flow can be created in just two easy steps.
- Create a phone extension
- Assign that extension to your telephone number.
Next, we will look at Call Queues and how to route calls to multiple phone extensions at once.
If you feel that you will sometimes receive more calls than you can immediately answer, and want them to wait till you can take the call, then a Queue is perfect for your needs. You can set up the queue to advise the caller of wait time, how many callers are in the queue, when they are next, and also play a periodic announcement of your creation. The call will then flow through to whichever phone extensions you have available.
To create your own Queue, simply select ‘Queues’ in the ‘Your Phones’ menu and then, whilst on the ‘My Queues’ page click 'Add first queue'.
Assign it a suitable name, and an email address to send notifications to
Choose any audio setting such as Hold Music:
Update any queue message options
The final step is to add members
Clicking the 'Click to add a member to this queue' will allow you to select extensions to be added:
Hit the 'Create Queue' button to create the queue.
We can now assign this queue to our external phone number:
The current call flow would look something like this:
Next, we’ll look at a Voice Menu and how to give callers the option to choose where their call flows to.
If you have multiple departments or individuals who perform specific functions, then you’ll want to be sure that callers are flowing through to the right people. Voice Menus gives a caller the option to choose where their call flows to.
You can create a Voice Menu by selecting ‘Voice Menus’ in the ‘Your Phones’ menu.
You will be taken to the following screen which allows you to create an IVR.
A Voice Menu (or Interactive Voice Response Menu) plays a custom message, to advise the caller what will happen when a particular number is chosen, and then routes the call once a number is entered. Voice Menus can also allow a caller to enter in a particular phone extension, if already known, increasing the number of options that can be chosen.
A guide on how to create a Voice Menu can be found here.
Here is how the call flow will look with a Voice Menu added.
Next, we will look at Hunt Groups and how they allow you to use the time and day of the call to decide on call flow.
A Hunt Group allows you to route calls to telephone extensions, or a voicemail, depending on what time and day it is. You can, for example, have calls flowing through to a particular set of telephone extensions during normal operating hours, and then go straight to voicemail if outside these hours or if nobody is available. You are setting up a way for a call to ‘hunt’ for somebody to answer it.
You can create a Hunt Group by clicking on ‘Hunt Groups’ in the ‘Your Phones’ menu.
Then, on the ‘Manage Hunt Groups’ page, click the ‘Add new hunt group’ button.
As with previous functions, it is given an extension number to enable you to route calls to it. You can also give it a suitable name, and state an email address that notifications will be sent to.
You build a hunt group from top to bottom. Stating which extension should be called first, when it should be called, and what happens if nobody is available.
We can see below that Phone 1 (Ext 2375544) and Phone 2 Ext (2375545) will ring for 10 seconds, between 9 am and 5:30 pm from Monday to Friday, before moving on to the next step. They will ring at the same time as they have been grouped together in this step.
If nobody picks up on the previous step then only Phone 3 will ring for 10 seconds and then, if this isn’t answered either, send the call to voicemail.
Here is how the Call Flow will look with a Hunt Group added.
A guide on how to set up your own Hunt Group can be found here.
As you can see, you can be very flexible with how you set up your call flow. You can, for example, have calls directed to an interactive voice menu and, depending on which number is chosen, it can either route to a hunt group, a queue, another voice menu, or go straight to an extension.
If we apply what you have learned to our first example, Acme Ltd, then it would look something like this.
By mapping your own Call Flow you can easily start building a more efficient, professional, and effective way to handle your calls.