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This tool allows you to create the Call Flow which determines what happens when someone calls your main phone number. 

Consider these questions as you plan how callers will reach the employee or department that they need:  

 Should all the phones ring simultaneously?                

Suggestion: Use a Ring Group to select as many phones as you want to ring simultaenously  
Will one person answers all calls, then transfer callers to the desired person or group?           
Suggestion: Designate an extension for an Operator (More than one extension can be an "Operator")
Would you like for callers to hear a message welcoming them to your organization?

Suggestion: Set up an Announcement

Would an interactive system allowing callers to direct themselves to the correct point-of-contact quickly and efficiently reduce the amount of time employees spend on the phone? 

Suggestion: Include an IVR or Virtual Receptionist (or Auto Attendant)


An IVR greets callers with an announcement that provides a menu of options allowing them to:

  1. Self-direct calls to the appropriate department.
  2. Obtain directions and hours of operation using an Announcement. 
  3. Locate the extension of the person they wish to speak to using a Dial-by-Name Directory
Call Flow Diagram

Use the Call Flow Builder to provide customers with exactly the experience that works for them and for your organization

 Greeting/Announcement options 
 Greetings or Announcements require an audio file, so we provide you with 3 options to accomplish this:
  1. Text input boxes - Type the message that callers will hear
  2. Recording input boxes - Here you can press the mic button to record your own voice or upload a sound file that you have created on your computer or obtained from an IVR Voice professional
  3. Upload your own recording - If you already have a sound file of your greeting 
  4. Upload a Script - Use the File Upload box to submit a Text file, a Microsoft Word™ file, or an Adobe PDF should you have a Marketing or PR person write you a script                                                                  

If you choose either Option 1 - "Text input" or Option 4 - "Upload a script", we arrange for a Voice Professional to record the greeting for you (this will incur a one-time charge) or, for a lot less, deploy our Artificial Intelligence Voice, "Matt the Bot" to produce the recording from your text. 

Greeting instructions

"Matt the Bot" does most of our greetings and we have a sample here for you to decide for yourself

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  • Matt the Bot sample
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