After the call flow is defined, you can start building the call flow. Building the call flow is performed from bottom to 
top. The chronological order of creating call flow items is important. E.g. you cannot transfer a call if no 
Transfer module is created, nor can you route a call from a Starter to a Clock if the Clock is not created.

Creating a call flow is creating all modules and tools items. After all modules are created, glue them together by 
linking the modules.

Building a call flow:

1. Start creating the simple modules at the end of the Call flow like Transfer and End Call.
2. Create the tools needed for the Call flow (Custom Statuses, Qualifiers, Skills, Prompts etc.).
3. Record all Prompt messages needed for the Call flow.
4. Create Agents and Groups. 
5. Assign the Agents to one or more Groups.
6. Create all the other modules (from the bottom to the top).
7. Link the modules to create the Call flow (see next chapter). 
8. Finally, test the Call flow

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Linking Modules to Build a Call Flow

Once all required modules have been created, they must be connected to form a functional call flow. This process is known as linking modules, where each module is assigned a subsequent destination in the flow. Modules on their own, without being linked, remain inactive within the database and do not contribute to the call flow.

How Linking Works

Linking modules follows a consistent process regardless of the module type. Within each module, you’ll find one or more Next Module buttons (usually indicated by a pencil icon ✎). Clicking this button opens a Next Module configuration window, where you define the module that follows.

The configuration options in this window depend on the type of module selected as the next destination. Some modules have multiple exit points, each requiring individual linking steps.

Steps to Link to a Next Module

1. Select the module where the next module should be linked.
2. Click the Next Module button (pencil icon).
3. A window opens to configure the next module.

4. Select the desired module from the drop-down list. Based on your selection, further fields will appear for configuration. The second field will display the name of the selected module.

Available Next Modules

You can link to the following module types:

• Menu – Select from existing Menu modules.
• Clock – Select from existing Clock modules.
• End Call – Route the call to an End Call module.
• Identification – Use the Identification module to identify the caller.
• Mailbox – Route to voicemail.
• Prompt Recording
• Router – Route the call to another Router.
• Custom Plugin – Use a custom plugin for advanced routing.
• Transfer – Transfer the call to another extension.
• Speech Assistant – Integrate speech assistance features.
• Conference Access – Allow access to a conference facility.
• Voicemail Access – Provide access to voicemail.
• Other Language – Change the language used for prompts.

Module-Specific Parameters

Prompt Recorder

• Parameter 1: Specify a prompt number (especially useful if it needs to be recorded regularly).
• Alternate Language: Change the language used for the prompt.

Router

• Router Module: Choose from available Router modules.
• Parameter 1 & 2: Attach additional information to the call (details provided in subsequent articles).
• Priority: Set the call’s queue priority.
• Alternate Language: Define a different prompt language.

Custom Plugin

• Application: Choose the relevant plugin.
• Parameter 1 & 2: Additional information fields.
• Alternate Language: Define the language for system prompts.

5. Click OK to save the configuration once all parameters are defined.

Advanced Routing Options via Parameters

In the Parameter1 and Parameter2 fields, the following options are available for specialised routing:

• Language – Used for Language Routing
• Agent – Used for Direct Agent Routing
• Last Used Skill 1 / 2
• Service – Used for Service Routing

Language Routing

This enables the caller to select a preferred language early in the call flow. That choice is then used to route the call to agents with matching language skills. This approach streamlines the call flow and reduces the number of required modules.

Direct Agent Routing

Allows calls to be routed directly to a specific agent via a Router, rather than using direct extensions. This method retains the benefits of router-based logic, such as queuing if the agent is unavailable.

Service Routing

Calls can be routed based on keywords, which must be configured as the name of the voice channel. This approach allows you to offer different services through distinct channels while routing all calls to a central Router.