Call Flows Overview

Inbound Call Routing Through Call Flows

An enhanced inbound offering from Conquer, Call Flows helps sales and service teams improve their inbound call routing processes through an easy-to-use IVR system that is scalable, flexible, and manageable. 

Gone are the days of asking your IT team to configure your phone system.  Call Flows gives managers and admins the ability to:

• Create call flows with multi-level menu options and custom key presses
• Route inbound callers to various call flow points, such as conditional time blocks, voicemails, greetings, queues, and external phone numbers
• Configure time-of-day options to appropriately route a call based on business hours, holidays, or business closures
• Route calls to specific skill groups to appropriately serve the needs of the caller
• Add custom CRM queries to track inbound calls to records in Salesforce (coming soon)

Call Flows empower sales and service agents with intuitive automation for inbound calls, allowing them to focus on quality customer service and sales.   

Details

Call Flow Steps allow you to send your callers down a fluid path built by you and tailored to your needs using our visual flow builder with customizable menu key press settings.

Announcements Inform your caller with updates or news by playing a pre-recorded message for your caller.
Menu Allow your caller to choose from a custom-made menu with the push of a button. Every Call Flow can even have nested menus.
Queues Send your caller to a queue where their call will be answered by first agent to become available. You can use Skill Groups to route calls to agents with specific skills.
Phone Number If your caller needs to transfer to a line outside your system, this step will make that happen.
Time Blocks Send your caller to separate steps based on established business hours or holidays.
Voicemail Delivered directly to email inbox for easy retrieval.

CRM Query Groups are a collection of single (not recommended) or multiple queries that can be used in a Call Flow to look up record data in Salesforce allowing the call to be routed based on the results.

Condition The condition step allows you to route a call flow in 2 different directions based on a defined condition.

For more information about Call Flows and these powerful new features, please contact your Customer Success Manager or head on over to our knowledge base.  If you're logged into your Base Camp account, click "Follow" to automatically receive notifications when new articles are published!

Case Step The Case Step is an extension of the Condition Step as it allows you to route to more than 2 options all at one level.

Caller Input Step The Caller Input Step allows for a recording to be played that will prompt the caller to input digits used for look ups in a CRM Query. This step will generally be followed by a CRM Query Step that uses the caller input to match a record in Salesforce.

Extension Step The Extension Step allows for an extension to be entered so the call can be directly routed to this agent. The Extension Step will route to the extension of the owner of the record matched from the CRM Query Step that will be selected in its record to present section.

Requirements

In order to take advantage of Call Flows, there are a few additional requirements:

• Call Flows is currently only available for Salesforce.
• Conquer Voice needs to be configured for Inbound.
• Custom Idle Timers and Queues Dashboard have to be enabled.
• Custom domains / My Domain is setup in your Salesforce org (required to make http requests back into package)