How to Build a Call Flow in Cirrus Halo
Updated at October 13th, 2025
Table of Contents
A call flow is the map your customer calls follow — from the moment the phone rings to when the call ends or gets transferred. You design the journey so every caller reaches the right place fast.
Think of it as connecting Lego blocks: each block (or module) does one job — like playing a greeting, routing a call, or ending it. Linking these modules together creates a smooth customer experience.
1. How Call Flows Work
Cirrus Halo uses modules to decide what happens during a call.
Each module has a purpose — and you can connect them to shape your customer’s journey.
Example:
Starter → Menu → Router → Transfer → End CallWhy this matters:
A well-built flow means fewer dead ends, faster routing, and happier customers.
2. Before You Start
Before building, make sure the basics are ready:
- Agents and groups are set up
- Prompts (recordings) are uploaded
- Working hours and skills are defined
Tip: Always build from the bottom up.
Create your end modules first (like End Call and Transfer) before working upwards to menus or routers.Why this matters: You can’t link to a module that doesn’t exist yet.
3. Create Your Modules
Each part of your call flow is a module.
To add one, choose a module type (e.g. Menu, Router, Transfer, End Call), give it a clear name and short description.
Configure its settings, then Save
Common Module Types
| Module | What It Does |
|---|---|
| Menu | Gives callers options (“Press 1 for Sales”) |
| Router | Sends calls based on rules or skills |
| Transfer | Passes calls to an extension, queue, or group |
| End Call | Ends the call politely |
| Prompt | Plays an audio message or greeting |
| Mailbox | Sends calls to voicemail |
| Clock | Applies time-based routing |
| Other Language | Switches system and prompt language |
4. Linking Modules
Once your modules exist, link them together to make your call flow work.
- Open the module you want to link from
- Click the Next Module button (✎)
- In the pop-up window, choose the next module from the drop-down list
- Configure any extra settings shown
- Click Save changes
Why this matters:
Linking turns your modules from separate pieces into a single working call path. Unlinked modules won’t do anything.
5. Test Your Call Flow
Before you publish
- Simulate calls to check routing and prompts
- Confirm transfers, time rules, and menu options
- If possible, run a real test call to experience it as a caller
Why this matters:
Testing prevents routing chaos — no more calls vanishing mid-flow or looping back to the start.
6. Troubleshooting Common Issues
| Problem | Likely Cause | Fix |
|---|---|---|
| Call ends suddenly | No End Call module linked | Add or link an End Call module |
| Call doesn’t route | Missing “Next Module” link | Recheck all links |
| Wrong message plays | Prompt not assigned | Check your prompt configuration |
| Language doesn’t change | “Other Language” missing or unset | Add or configure the Other Language module |
7. Best Practice Tips
- Keep module names short but clear (e.g. Sales Router, not Router1)
- Use descriptions to record each module’s purpose
- Delete unused modules to keep the flow tidy
- Always save and test after every major change
- Export or copy your flow before big updates
Why this matters:
Clean, well-labelled call flows save time when something breaks — and help your team pick up where you left off.
8. Next Steps
Once your flow is tested and working, you can move on to:
