Here's how you set up your VoIP call flow, which will dictate how your calls go through the system.
NOTE: This feature is currently in Alpha testing, and only available to a small set of users. It is subject to change before being released more broadly.
Editing Call Flows
Your call flow allows you to forward calls based on hours, configure how you want your calls to ring on HCP web, and which audio file you want to be played for your voicemail.
By default, all of your lead sources will be assigned to your default call flow.
To begin editing a call flow, click the ellipses to the right of your call flow row, and select "edit call flow".
From there, you will be able to rename your call flow by clicking the pencil icon.
You can also update the widgets in each call flow. Simply select the widget and then a right panel will open for you to make edits.
Incoming Call Widget
The incoming call widget lets you decide which lead sources should be assigned to this call flow.
In the future, you will be able to have multiple call flows and assign each number to a different call flow.
Call Hours Widget
You can choose one of three options:
Available 24/7: This will route all calls 24/7 to the next step in the call flow
Use business hours from company profile: Based on the hours set in your business hours settings, we will route calls if you are open or closed to the next step in the call flow
Use customized hours for calls: This option will let you choose which hours you are open or closed and route calls to the next step based on that
Ring on HCP Web Widget
With this widget, you can decide how long you want it to ring on HCP web until the call moves to the next step in the flow.
Send to Voicemail Widget
The send to voicemail widget will send the customer to a voicemail. You can select whether the caller hears the audio file you select or a text-to-speech message which you can configure. For more info on setting up your voicemail library, click here.
Forward Call Widget
The forward widget lets you forward your calls to an employee or to an external number. This will allow you to do rollover forwarding so if you don't answer when it rings on HCP Web, you can forward it to another number.
If you have HCP Assist, we suggest you set up rollover forwarding so that you can forward the call to your answering service. If you don't have HCP Assist and want to learn more, check out this link.
Play a Greeting Widget
The play a greeting widget will play a message to the customer at the beginning of the call. You can select whether the caller hears the audio file you select or a text-to-speech message which you can configure. For more info on setting up your audio library, click here.
Add & Remove Steps
In your call flow, you can add or remove steps to your call flow. There are buttons on the call flow which let you add a step. This will open up a right menu to let you choose which widget to add.
You can also remove widgets by clicking the X on the widget.
Alternatively, you can remove a widget by clicking on the widget and selecting remove step.
Note: you are only allowed to remove some widgets so if they are not removable then they won't have an X or remove step option.
Saving Your Call Flow
You can update the call flow by clicking the button in the top right corner: Update Call Flow.
Note: If you have a call in progress, updating your call flow may cause that call to fail.
Can I forward my calls to a cell phone?
Yes, you can add a Forward to widget and then enter your cell phone number.
Can I add a call greeting to my call flow?
We are currently building this feature out and it will be available by the time we launch to all VoIP Pros.