# Call Flows

## Description:

Call Flows is an optional feature that adds powerful call-processing capabilities to your EMEM system. With Call Flows, you can create automated attendant and call processing applications for your organization, for departments within your organization, and for individual mailboxes and extensions. Call Flows are created from the VM Call Flow Administration form.

A Call Flow is a collection of call-processing actions programmed to control how an incoming call is handled.

NOTE: This feature applies only to Container-based MiVoice Business (cMiVB), EX Controller, MiVoice Business Virtual, and MiVoice Business for ISS.

Call flows actions direct the EMEM system to perform tasks such as:

- Play a message

- Perform a call transfer to an extension or external phone

- Forward a call to a specified voice mailbox

- Send the caller to the dial-by-name application

- Hang up

A Call Flow window is divided into three panes:

- Call Flow Display

- Call Flow Properties

- Results

A Call Flow is created by combining call-processing actions. These actions are executed when a call is directed to a mailbox. The programming of the action determines if and how the call is treated.

The following Call Flow actions are available:

- Language Router

- Override

- Schedule

- Message

- Menu

- Blind Transfer (Unsupervised Transfer)

- Supervised Transfer

- Voicemail

- Dial-by-Name

- Daily Greeting

- Message Center

Most actions have a result. For example, the action Supervised Call Transfer has three possible results depending on whether the destination receiving the transfer is busy, not answering, or does not exist. A Blind Call Transfer action on the other hand has no result because it doesn't matter whether the call succeeds (answered by the Call Flow owner) or fails (not answered by either the Call Flow owner or the Call Flow owner's voice mailbox)

## Conditions and Feature Interactions

- Call flow owners can be either the end user of the phone, or the System Administrator. The end user programs personal call flows, which are associated with their own voice mailboxes. The Administrator can also add, modify and delete personal call flows.

- The Call Flow functionality includes a set of templates that can be assigned to a mailbox. There are two sets of templates: System Templates and User-defined Templates. These are available in the VM Call Flow Administration form.
  There are two system templates provided with the Call Flow functionality: Follow Me and Personal Dial Zero. These templates can be used as a starting point when creating a Call Flow. Additional templates can be created by the System Administrator and are also available for the Call Flow. See Starting with a template to use an existing template for your Call Flow.

- Call Flows always override MLAA (Multi-level Auto Attendant) programming.

## Programming

See Programming Call Flows.

Related Topics

- VM Call Flow Administration

- Importing and Selecting Prompts