# Programming Call Flows

## Overview:

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 templates are created from the VM Call Flow Administration form. Call Flows for individual mailboxes are created from the VM Mailboxes form.

NOTE: This procedure is available only for Container-based MiVoice Business (cMiVB), EX Controller, MiVoice Business Virtual, and MiVoice Business for ISS.

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).

## Programming

The VM Call Flow Administration Form is used for adding or editing Call Flow Templates that can be applied to some or all mailboxes in the VM Mailboxes form, whereas the VM Mailboxes form is used for adding or editing Call Flows for specific mailboxes only.

All procedures described in the following sections can be executed from both the VM Call Flow Administration and VM Mailboxes forms.

### Starting with a template

There are two system templates provided in the VM Call Flow Administration form. These templates can be used as a starting point when creating a Call Flow. Additional templates created by the System Administrator may also be available as Call Flows.

The two default system templates provided are: Follow Me and Personal Dial Zero.

The Call Flow for the Follow Me template is as follows:

The Call Flow for the Personal Dial Zero template is as follows:

To select a template for the Call Flow:

1. In the Call Flow Display window, select the Edit menu and click Start with Template.

2. A window with the list of available templates appears. Select the template you want to use for the Call Flow.

3. Click OK.

The selected Call Flow, all default property values and associated recordings are activated once the Call Flow is saved and enabled.

### Adding an action

All Call Flows begin with the When I receive a call action.

There are no restrictions on the number and order of actions in a Call Flow. The same action can be used more than once .

To add an action to a Call Flow:

1. Do one of the following:

   - For a new Call Flow, click on When I receive a new call in the Call Flow display area

   - For an existing Call Flow, click the action after which you want the new action added

2. In the Results area of the action, click a link representing a result (there may be more than one).

3. From the New Actions menu that appears, select the desired action type.

4. The new action item is added to the Call Flow display area and automatically selected.

5. Program the desired properties for the new action. At this point, you can either assign actions to the results of the new action, or return to the original action and assign actions to its unassigned results. To create a Call Flow with multiple instances of an action, each with unique properties, assign the actions different names.

6. Click Save. The Call Flow is saved.

### Reusing an action

The same action can be assigned to results of other actions. For example, the Busy and No answer results of a Supervised Transfer action could both send a call to the same Voicemail action.

Reusing an action is always done by assigning an existing action to a result of an action. The resulting action may even be itself. For example, a Menu action might present a set of options followed by “…to hear these choices again, press the 8 key”. The 8-key result of the Menu action could be assigned to the Menu action itself, thus creating a loop in the Call Flow.

Assign meaningful names to actions to make them distinct; reusing actions is easier if the actions have distinct names.

There is no limit on the number of times an action can be reused.

The procedure for reusing an action is illustrated through the following example, where we attempt to make the Busy and No answer result of a Supervised Transfer go to the same Voicemail action

To reuse an action:

1. Add a Supervised Transfer action to your Call Flow.

2. To the Busy result of the new Supervised Transfer action, add a Voicemail action.

3. Enter the required properties for the Voicemail action including a meaningful name, such as My mailbox.

4. Click on the original Supervised Transfer action to select it.

5. Click on the No Answer result.
   The resulting menu provides the option of creating a new action and a list of existing actions, including the Voicemail action created in Step 2.

6. From this menu, select Voicemail:My mailbox. This will assign the No Answer result to the same action as the Busy result:

The small arrow symbol at the bottom left of the icon beside the No Answer result text means that the action is an alias. An alias acts like a reference to the real action that is residing elsewhere in the Call Flow. Clicking an alias selects the action being referred to; an alias has the same properties as the real or original action, and any change made to the properties of the original action is automatically made to the alias.

7. Click Save to save changes to the Call Flow.

### Inserting an Action

You can add an action to the middle of your existing Call Flow. For example, if your existing Call Flow does not make use of an Override action, you can add an Override action at the beginning while preserving the structure of your existing Call Flow.

The procedure for inserting an action is illustrated through the following example, where we attempt to insert an Override action between the When I receive a call and Transfer to Bob actions.

To insert an action:

1. Click When I receive a call. Note that the New Call result is the Supervised Transfer: Transfer to Bob action:

2. In the Results area, click the Supervised Transfer: Transfer to Bob link.

3. From the New Actions menu, select Override as the new action type.
   The new action item is added to the Call Flow display area and the new Override action is assigned to the New Call result. The entire Call Flow is moved under Unused Actions as follows:

4. Click on the new Override action, and then on the Disabled result link.

5. Click Supervised Transfer:Transfer to Bob; this will assign that action to the Disabled result of the Override action.
   The Call Flow is re-created under the Override action’s Disabled result and now appears as follows:

6. Assign actions to the Enabled result of the Override action as required (typically a Message action followed by a Voicemail action).

7. Click the Save button to save changes to the Call Flow.

### Setting Action Properties

You can change the properties of an action at any time. The changes take effect immediately after they are saved.

To set the properties of an action:

1. Click the action that you wan to modify in the Call Flow.

2. Under Properties for the selected action, make the required changes.

3. Click the Save button to save changes to the Call Flow

### Deleting an Action

When deleting an action, all actions connected to it become Unused Actions. These actions can be re-inserted into the Call Flow or deleted permanently.

To delete an action:

1. Select the action to be deleted:

2. From the Edit menu, click the Delete Action option.

3. A confirmation message appears. Click OK to confirm the deletion.
   Any actions connected to the deleted action become unused actions. The unused actions are presented in a separate branch in the Call Flow tree. Ununsed actions are ignored when a call is processed by the Call Flow.

4. To delete an unused action, select it, and then click the Delete Action option from the Edit menu.

5. Click Save to save changes to the Call Flow.

### Enabling Call Flows

A Call Flow is enabled/disabled by selecting the property within the Call Flow Properties page:
Call Flows under construction and not enabled will be ignored.

The Call Flow Properties section is visible only when the When I receive a Call action is selected (default action present when the Call Flow window is first opened).

### Editing a Call Flow

To edit a Call Flow Template:

1. Go to the VM Call Flow Administration form.

2. Select the template that you want to edit, and click Change.

3. Modify the required parameters as needed.

4. Click Save.

To edit a Call Flow for a specific mailbox:

1. Go to the VM Mailboxes form.

2. Click the Call Flow icon on the left of the mailbox that you want to edit.

3. The existing Call Flow for the specified mailbox appears. Modify the required parameters as needed.

4. Click Save.

### Viewing Call Flow paths

You can view all the unused paths of a specific Call Flow. An unused path is an action, such as a Menu key, that does not have a result programmed.

To view the Call Flow paths:

1. From the View menu on the Call Flow page, click Show All Paths.

2. The Call Flow will expand to show all the unused paths within the Call Flow.

NOTE: Once the all paths are shown, the menu item will change to Hide Unused Paths.

3. To hide the unused paths, click Hide Unused Paths.

### Printing Call Flows

You can print an entire Call Flow, including its unused paths.

NOTE: To include unused paths in the printout, click Show All Paths from the View menu before following the procedure below.

To print a Call Flow:

1. On the Call Flow page, click Print Callflow.

2. Access the print preview dialog by entering the appropriate keyboard shortcut (Control + P in Windows or Command + P in Mac).

3. In the print preview dialog, select a Destination. You may send the printout to a regular printer or save it to file (PDF or XPS).

4. Click Print.

   - If you are saving the printout to file, follow the prompts to assign a name and location for the document.

   - If you receive a certificate error which prevents the print preview from displaying correctly, click Show Content at the bottom of the dialog.

### Deleting a Call Flow

You can delete an entire Call Flow. When deleting a Call Flow, all actions connected to the Call Flow are deleted. All nodes including the nodes in the unused nodes branch will be deleted.

To delete a Call Flow:

1. Select the Call Flow you want to delete.

2. From the Edit menu on the Call Flow page, click Delete Call Flow.

3. A confirmation window appears. Click Yes to confirm deletion from the Call Flow window. All nodes including the nodes in the unused nodes branch are deleted from the Call Flow window only. To delete the Call Flow permanently, click Save.

### Programming Actions

Programming Actions, such as Recordings, are accessed from the Actions drop-down menu in the Call Flow Template window.

### Call Flow Action Descriptions

#### Language Router

The Language Router action allows the selection of a language (if not already selected); it is only useful when the Bilingual option is enabled.

If a specific language has already been configured or selected, the router will follow that language (Default = Language 1, Alternate = Language 2). Mailboxes need to be configured with the System Default as the Prompt Language to enable callers to select a language.

The following table lists the configurable properties for the Language Router action and its possible results:

Item | Default Value | Description/Notes
PROPERTIES
Name (user-definable) | Language Router | Changing an action name renames all aliases of the action.
RESULTS
Language_1 | Message Center | The action taken when the Default Primary language is selected.
Language_2 | Message Center | The action taken when the Bilingual Service feature is enabled and the Alternate prompt language is selected.

To program the Language Router action:

1. Click the Destination Action for the appropriate Result in the Results pane (bottom right) and select the Language Router action.

2. Assign actions as required to the Language_1 and Language_2 results.

3. Click Save to save changes to the Call Flow Template.

Typically the user will enter a DTMF 1 or 2 when the prompt is played thereby selecting the respective language, with the call proceeding according to the result. If the user enters a * they will be taken to the voicemail box of the current Call Flow. It is possible that before the Language Router, a Message or Daily Greeting was played and the caller pressed DTMF before the Language Router action was invoked. If there is type-ahead DTMF, the first DTMF entered for use in this Action is taken and the prompt is not played.

If the user presses some DTMF other than 1, 2 or * we select Language_1 Result. This prompt is not repeated for an invalid DTMF. Only a DTMF 1 or 2 selects the language for the rest of the Call Flow actions. If another DTMF advances the user through this action, future Language Router nodes encountered will prompt the user for the language to use.

#### Override

When an Override action is encountered, Call Flows checks to see if it is enabled. If it is not, the Call Flow follows the Disabled result. If Override is enabled, Call Flows perform the action connected to the Enabled or From Call Flow results (typically a transfer to another extension, a voice mailbox, or the attendant).

Override can be turned on and off in Call Flows or from any DTMF telephone. Users can log in to their mailbox and press 1 to enter an override menu that allows them to enable/disable an Override action.

Administrators can log in to their mailbox and press 5 (System Parameter sub-menu) followed by 6 to enter an override menu that allows them to enable/disable an Override action.

For example, calls to the main telephone number for a company called ACME Widgets arrive at the automated attendant. The Call Flows Administrator has programmed an initial Override function for this line group to go to the snow emergency closure message. When Override is enabled, instead of hearing the normal automated attendant, outside callers will now hear the following audio recording:

"Thank you for calling ACME. Due to severe weather conditions, our offices are temporarily closed."

"If you know the extension number of the person you wish to reach, please dial it now and leave a message. We will return your call as soon as possible. Thank you."

NOTE: Only one Override action can be supported in a Call Flow.

The following table lists the configurable properties for the Override action and its possible results:

Item | Default Value | Description/Notes
PROPERTIES
Name (user-definable) | Override | Changing an action name renames all aliases of the action.
Override Enabled | Disabled | Indicates whether Override is enabled or disabled.
RESULTS
Enabled | Message Center | The action taken when the Override action is enabled either in the Properties described above or through the Telephone User Interface.
Disabled | Message Center | The action taken when Override is disabled.

To program the Override action:

1. Click the Destination Action for the appropriate Result in the Results pane (bottom right) and select the Override action.

2. Enter or modify the properties as needed. For information, see the table above.

3. Assign actions as required to the Enabled and Disabled results from the Call Flow and/or Extended Absence, if applicable.

4. Click Save to save changes to the Call Flow.

#### Schedule

The Schedule action alters the Call Flow based on the user’s weekly schedule and, optionally, on the user’s holiday schedule.

The Holiday Schedule checks the time-of-day and day-of-year of each call. If the call falls within a predefined Holiday range, the call takes the Off-hours Destination Action; otherwise, the Weekly Schedule is checked.

The Weekly Schedule checks the time-of-day and day-of-week of each call. It then redirects the call according to the programmed Call Flow action for that time and day. For example, a Call Flow owner can have all calls ring his extension during normal working hours, Monday through Friday. After hours and on weekends, all calls can be routed to the owner’s voice mailbox.

A Weekly Schedule can have an unlimited number of time slots, with a minimum one-minute difference required between the set times. For example, the Call Flow owner can set their work hours for Monday through Friday as 9:00a.m. to 12:00p.m., 1:00p.m. to 2:30p.m. and 3:00p.m. - 5:00p.m.

A Call Flow can have multiple schedules inserted at any point in the flow.

The following table lists the configurable properties for the Schedule action and its possible results:

Item | Default Value | Description/Notes
PROPERTIES
Name (user-definable) | Schedule | Changing an action name renames all aliases of the action.
Weekly Schedule | -- | Opens a pop-up window for defining work hours for each day of the week.
Holiday Schedule | -- | Opens a pop-up window for entering names, dates and times for holidays.
RESULTS
Off-hours | Message Center | The action taken when the current time falls within a Holiday, or the Weekly Schedule indicates non-work hours.
On-hours | Message Center | The action taken when it is not a Holiday, and either when no Weekly Schedule is programmed or the current time indicates work hours. If work hours are not specified, then the call is processed by the On-hours result.

To program the Schedule action:

1. Click the Destination Action for the appropriate Result in the Results pane (bottom right) and select the Schedule action.

2. Do one or both of the following:

1. - To configure a weekly schedule, click Weekly Schedule. The Weekly Schedule window opens.

   - To configure a holiday schedule, click Holiday Schedule. The Holiday Schedule window opens.

4. Enter or modify the schedule as needed. Click OK. You are returned to the Call Flow main page.

NOTE: Schedules are not saved until you click Save on the main Call Flow page (step 6).

5. Assign actions as required to the On-hours and Off-hours results.

6. Click Save to save changes to the Call Flow.

#### Message

The Message action plays pre-recorded audio, such as a greeting to callers. The configured messages play once before moving the caller down to the next action in the Call Flow.

A greeting message should be short and friendly. For example,this is ACME Widget's greeting:

"Thank you for calling ACME Widgets." All outside callers hear this company greeting when dialing ACME’s main number. Immediately after the greeting, callers hear the recorded Menu: "If you know your party’s 4 digit extension number..."

NOTE:Do not combine greetings and menus in the same recording. If you do, Call Flows will not be able to repeat the menu to the caller.

For instructions on how to record a greeting, see Importing and Selecting Prompts.

The following table lists the configurable properties for the Message action and its possible results:

Item | Default Value | Description/Notes
PROPERTIES
Name (user-definable) | Message | Changing an action name renames all aliases of the action.
Action ID | System Generated | An ID for the message action. User is prompted to key in the ID when recording the message through the phone.
Message | Recording - Not Recorded | Provides the status of the audio recording for this action. You can upload a message from this field by clicking on the Recording button. You can also use a Greeting Type from this mailbox. See Importing and Selecting Prompts. You can record the audio for this action by dialing into your mailbox and pressing the 1 key. Then follow the instructions to complete the recording.
RESULTS
Done | Hangup | Action taken when the message playback is complete.

To program a Message action:

1. Click the Destination Action for the appropriate Result in the Results pane (bottom right) and select the Message action.

2. Enter or modify the properties as needed. For information, see the table above.

3. Assign an action as required to the Done result.

4. Click Save to save changes to the Call Flow.

While the user is not prompted to enter DTMF in this message, DTMF pressed is collected by the system. DTMF will stop the message and allow the call to proceed to the Done result. A * acts to cancel the Call Flow and proceed directly to leaving a message for the callflow mailbox. A # simply advances to the Done result. Digits 0-9 are kept and used later. For example, a customer may know the next question is to Press 1 for sales or dial an extension; so they press 1 early, cutting short this message and bypassing the need to listen to the menu node message.

#### Menu

The Menu action is an audio recording that presents options to an incoming caller. The recorded Menu prompts callers to press one or more keys on their telephone keypad to select a menu option.

For example, an incoming call answered by the Menu could tell the caller:

"If you know the extension of the person you wish to reach, enter it now. To speak to the sales desk, press 2. To speak to an attendant, press 0."

The caller must then press the desired keys on their phone's keypad (or hang up).

The Menu node allows selection of the prompt (see Importing and Selecting Prompts.) and a maximum DTMF length which indicates if Multi-key handling is provided by the menu (for extension/mailbox numbers or other destinations).

By default, the Menu repeats when the caller presses an invalid key. The Menu repeats up to 3 times before selecting the ERROR Destination Action.

NOTE: If digits have been pressed before entering Menu these can be used and not require the user to listen to the Menu prompt. Digits can be collected for example while listening to a messages in the “Message” and “Daily Greeting” nodes.

The following table lists the configurable properties for the Menu action and its possible results:

Item | Default Values | Description/Notes
PROPERTIES
Name (user definable) | Menu | Changing an action name renames all aliases of the action.
Maximum DTMF Length | 1 | Maximum number of DTMF digits to gather from the caller. A value greater than 1, enables Multi-key result.
Action ID | System Generated | An ID for the message action. User is prompted to key in the ID when recording the message through the phone.
Prompt Recording | Recording - Not Recorded | Provides the status of the audio recording for this action. You can record a message from this field by clicking on the Recording button. You can also use a Greeting Type from this mailbox. See Importing and Selecting Prompts. You can record the audio for this action by dialing into your mailbox and pressing the 1 key. Then follow the instructions to complete the recording.
RESULTS
DTMF Keys 0-9 * # | Retry | The action resulting from a single DTMF key pressed within the timeout period. Not all keys need to be connected to a subsequent action. Default (i.e., not connected to another action) is to play a pre-recorded system message, decrement the retry count, and repeat the menu recording.
Multi-key | Hangup | The action taken when the caller keys in more than one digit within the Timeout period or has keyed in the maximum number of digits defined by Maximum DTMF Length. Default is to play an appropriate pre-recorded system prompt, and then hang up.
Timeout | Retry | The action taken when the caller fails to press any DTMF key within the specified timeout. If the Timeout result is unassigned, each timeout decrements the Retry Count. Default result (i.e., not connected to another action) is to play a pre-recorded system message, decrement the retry count, and repeat the menu recording.
Error | Hangup | The action taken when retry count is reduced to zero as a result of the caller repeatedly pressing unassigned DTMF keys or not providing a response within the allowed timeout. Default is to play an appropriate pre-recorded system prompt, and then hang up.

To program a Menu action:

1. Click the Destination Action for the appropriate Result in the Results pane (bottom right) and select the Menu action.

2. Enter or modify the properties as needed. For more information, see the table above.

3. Assign actions as needed to the DTMF, timeout and error results.

4. Click Save to save changes to the Call Flow.

When using Multi-key, a # will terminate the dialed number and not wait for the timeout when the maximum number of digits is not reached yet.

When using Multi-key, a * will terminate the dialed number and cause the canceling of the Multi-key action. The Menu will repeat if the retry count has not been reached.

#### Call Transfer

A Call Transfer action routes the caller to a destination. There are two types of Call Transfers: Blind and Supervised.

For Supervised Transfer Actions, you can define the transfer method as well as the subsequent incomplete transfer Action to take if the original transfer was incomplete (for example, a Ring Busy, Ring No Answer, or Invalid).

NOTE: Call transfer privileges are governed by the system's Class of Service (COS) and VM Options forms. The Class of Service (COS) option Call Forwarding (External Destination) must be enabled to transfer calls externally. The VM Options form provides two options that must be configured: Allow Transfer to Any Number and Restrict Numbers that Begin with e.g (6,8,9) to determine whether a call can be transferred to a particular destination.

The following tables describes how the transfer routing can occur:

Destination | Description/Notes
Specified Number | The call is transferred to the number specified when the Call Flow was set up.
Gathered Digits | The call is transferred to the digits the caller entered in response to a previous menu or dial-by-name node. This property allows a caller to key digits to reach a desired destination—for example, a voicemail extension, or another internal or external telephone number (if permitted by system programming). See Menu for the Multi-key parameters that must be set for Gathered Digits to work. If the Dial-By-Name finds a successful match,it provides the voicemail extension as the Gathered-Digits. This option is only available if this node follows a Dial-By-Name or Menu Node.
Operator | The call is transferred to the Operator. The Operator is defined in the Call Flow mailbox as the “Dial 0” extension if programmed. If not programmed it uses the default “0”.

To program a Call Transfer action:

1. Click the Destination Action for the appropriate Result in the Results pane (bottom right) and select the Call Transfer action.

2. Enter or modify the properties as needed. For information, see the appropriate table below.

3. Assign actions as required to the transfer results.

4. Click Save to save changes to the Call Flow.

#### Blind Transfers (Unsupervised Transfers)

A Blind Transfer dials the destination and then releases the call regardless of whether the destination is busy or not answering.

The following table lists the configurable properties for the Blind Transfer action and its possible results:

Item | Default Value | Description/Notes
PROPERTIES
Name (user-definable) | Blind Transfer | Changing an action name renames all aliases of the action.
Transfer To | Specified Number | Select the destination to which the call is to be transferred—Specified Number, Gathered Digits or Operator.
Number | Blank | Enter a destination number if Transfer To is set to Specified Number; otherwise, leave blank.
Suppress Prompt | Disabled | Disables the system prompt that is played upon transfer.
Try Call Flow First | Disabled | Enables outgoing interflow. If the target number has a Call Flow, the call is transferred directly to the Call Flow instead of being transferred to the destination number.
RESULTS
There is no result for a Blind Transfer.

If a Blind Transfer results in a call to an Invalid Number, then a prompt is played to the user. The user is also able to leave a message in the Call Flow owner's mailbox.

#### Supervised Transfer

A Supervised Transfer waits for the called party to answer before completing the transfer. If the called party does not answer the call, or if the number is busy or invalid, the call returns to the Call Flow for further processing.

The following table lists the configurable properties for the Supervised Transfer action and its possible results. The results are dependent on the path of the Call Flow:

Item | Default Value | Description/Notes
PROPERTIES
Name (user-definable) | Supervised Transfer | Changing an action name renames all aliases of the action.
Transfer To | Specified Number | Select the destination to which the call is to be transferred—Specified Number, Gathered Digits, Operator.
Number | Blank | Enter a destination number if Transfer To is set to Specified Number; otherwise, leave blank.
No Answer Timeout | 10 | The number of seconds that the system waits for an answer before timing out. This setting overrides the Time Until No Answer setting in the VM Options form.
Suppress Prompt | Disabled | Disables the system prompt that is played upon transfer.
Try Call Flow First | Disabled | Enables outgoing interflow. If the target number has a Call Flow, the call is transferred directly to the Call Flow instead of being transferred to the destination number.
RESULTS
Busy | Message Center | Action taken when the transfer destination is busy. The default is to play a pre-recorded system message, and then enter the message center to leave a message.
No Answer | Message Center | Action taken when the transfer destination fails to answer within the No Answer Timeout period. The default is to play a pre-recorded system message, and then enter the message center to leave a message.
Invalid | Message Center | Action taken if the transfer destination is invalid, as can happen for a Gathered-Digits transfer. The default is to play a pre-recorded system message, and then enter the message center to leave a message.

#### Voicemail

The Voicemail action sends the caller to an eMEM mailbox. Normally the call is sent to a specific mailbox, but by using the Multi-key result of a Menu action or the Dial-by-name the call can be sent to a caller-specified mailbox. If the mailbox is not specified, then the call is sent to the mailbox of the Call Flow owner.

The following table lists the configurable properties for the Voicemail action:

Item | Default Value | Description/Notes
PROPERTIES
Name (user-definable) | Voicemail | Changing an action name renames all aliases of the action.
Transfer To | Target Mailbox | Select the destination to which the call is to be transferred—Target Mailbox or Gathered Digits.
Target Mailbox | Blank (Call Flow Templates) or Call Flow Owner Mailbox (Mailbox Call Flows) | Enter the specified mailbox in which you want to leave a message. Can be explicitly defined or if left blank represents the mailbox of the Call Flow owner (useful for templates).
Suppress Greeting | Disabled | Suppresses the greeting that is played in the Target Mailbox.
Try call-flow First | Disabled | Enables outgoing interflow. If the target number has a Call Flow, the call is transferred directly to the Call Flow instead of being transferred to the extension.

To program a Voicemail action:

1. Click the Destination Action for the appropriate Result in the Results pane (bottom right) and select the Voicemail action.

2. Enter or modify the properties as needed. For information, see the table above.

3. Click Save to save changes to the Call Flow.

#### Dial-by-Name

The Dial-by-Name action sends the caller to the eMEM Dial-by-Name application which matches the telephone keypad equivalent of the spelled names of mailbox owners (as entered by the caller) with their mailbox and extension numbers.

If the name entered does not match a system mailbox, then the menu is repeated. The caller can exit by pressing (*) or letting it timeout.

The following table lists the configurable properties for the Dial-by-Name action and its possible results:

Item | Default Value | Description/Notes
PROPERTIES
Name (user-definable) | Dial-By-Name | Changing an action name renames all aliases of the action.
RESULTS
Match | Blind Transfer | Action taken when a match is found.
Timeout/Cancel | Operator | Action taken when a timeout occurs or the user cancels by pressing (*).

To program a Dial-by-Name action:

1. Click the Destination Action for the appropriate Result in the Results pane (bottom right) and select the Dial-by-Name action.

2. Enter or modify the properties as needed. For information, see the table above.

3. Click Save to save changes to the Call Flow.

#### Daily Greeting

When a Daily Greeting action is encountered in the Call Flow, your recorded daily greeting is played.

NOTES:

- Only one Daily Greeting action can be supported in a Call Flow.

- You can record the audio for this action by dialing into your mailbox and pressing the 1 key. Then follow the instructions to complete the recording.

The following table lists the configurable properties for the Daily Greeting action and its possible results:

Item | Default Value | Description/Notes
PROPERTIES
Name (user-definable) | Daily Greeting | Changing an action name renames all aliases of the action.
Today's Daily Greeting | Recorded or Not Recorded | Suppresses the mailbox extension from the search. NOTES Today’s daily greeting allows you to customize the greeting on a daily basis and expires everyday at 12.00 am and reverts to the default daily greeting.
Default Daily Greeting | Recorded or Not Recorded | Suppresses the mailbox extension from the search.
Greeting Type | Select the greeting type from this list. Available options are: Bilingual Welcome Business Open Business Close Default Mailbox Temporary
Greeting Set | Allows you to enable/disable the Greeting Set field only when the Greeting Type field is selected. Greeting set provides the flexibility by allowing multiple businesses to share a single MiVoice Business system, or a single business to have specialized greetings for separate toll-free numbers. You can have up to eight alternate greeting sets (Alternate Greeting sets 2 to 9), and assign them to play on different voice mail ports using the VM Greetings form.
RESULTS
Done | Hangup | If the name entered actually matches a system mailbox, then the call is transferred to that mailbox.

To program a Daily Greeting action:

1. Click the Destination Action for the appropriate Result in the Results pane (bottom right) and select the Daily Greeting action.

2. Enter or modify the properties as needed. For information, see the table above.

3. Assign an action as required to the Done result.

4. Click Save to save changes to the Call Flow

While the user is not prompted to enter DTMF in the daily greeting, DTMF pressed is still collected. DTMF will stop the message and allow the call to proceed to the Done result. A * acts to cancel the Call Flow and proceed directly to leaving a message for the callflow mailbox. A # simply advances to the Done result. Digits 0-9 are kept and used later. For example, a customer may know that the next statement is to “Press 1 for sales or dial an extension”, so they press '1' early cutting short this message and bypassing the need to listen to the menu node message.

#### Message Center

A Message Center node has been created to allow a call to end up in the Message Center. This node is the default destination when the voice mailbox is not specified.

The Message Center node only has its name as a property. Like the Voicemail node, the Message Center node is a termination action meaning that there are no branches from this node.

The following table lists the configurable properties for the Message Center action:

Item | Default Value | Description/Notes
PROPERTIES
Name (user-definable) | Message Center | Changing an action name renames all aliases of the action.
RESULTS
There is no result for the Message Center action.

To program a Message Center action:

1. Click the Destination Action for the appropriate Result in the Results pane (bottom right) and select the Message Center action.

2. Enter or modify the properties as needed. For information, see the table above.

3. Click Save to save changes to the Call Flow.

Related Topics

- VM Call Flow Administration

- Call Flows

- Importing and Selecting Prompts