Call Flow Designer

PBX systems have long been the backbone of business communications, handling everything from VIP calls and customer service hotlines to hotel wake-up reminders. These traditional scenarios are well-supported. But as businesses grow and customer expectations rise, static routing rules are no longer enough. Managing dozens — sometimes hundreds — of call paths becomes inefficient, error-prone, and unable to keep up with evolving workflows. Take these common real-world challenges, for example:

• A VIP client is calling, but all agents are busy. You urgently need to interrupt a call or alert a supervisor — how do you make it happen?
• A Friday promotion begins. Can your system automatically detect the timing and play a promotional message at the beginning of each call — without manual updates?
• You have a CRM system that tracks billing status. Can your PBX dynamically route callers to different agent groups based on that status?

These aren’t just routing issues anymore — they’re workflow automation challenges. And that’s exactly what Call Flow Designer is built to solve.

What is Call Flow Designer?

It leverages native PBX components like Business Hours, IVR, Menu, Prompts, Dial by Number, Text-to-Speech, and more — all fully compatible with external CRMs and databases — to automate your business logic such as VIP routing, caller authentication, PIN verification, group transfers, in-or-after-call email notifications, and beyond.

From initial call entry to dynamic routing and post-call actions, Call Flow Designer helps agents manage calls more efficiently and customers reach the right destination faster.

Built-in, Drag-and-Drop Interface

22+ Native Action Blocks

CRM, Database & Developer Integration

Ready-to-use Templates

Practical Import & Export Support

Key Native Blocks

To understand how the Call Flow Designer works, it’s essential to first get familiar with its core structure and the role of each part in building call flows.

How Does It Work?

Once you’re familiar with the building blocks of Call Flow Designer, you can easily construct an end-to-end automated call flow by dragging components into the Design Area.

Stage 1: Pre-call Handling

Define rules based on caller ID, dialed DID, business hours, and more. Route incoming calls dynamically by time, location, or identity.

Stage 2: In-call Handling

You can use actions like Prompts, Menus, User Input, and Transfer to manage the live call. Set up linear, branching, or looped logic depending on the workflow.

Stage 3: Post-call Actions

Trigger follow-ups like sending emails, pushing data to CRMs, or generating auto-responses using Text to Speech. Developer blocks extend your workflow beyond the call.

Stage 4: Save and Deploy

Once the flow is designed, simply save and publish it. The call flow can then be applied to a specific phone number or entry point. Each flow is fully visual, editable, and adaptable.