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A Basic Call Flow in Phone.Systems PBX

This tutorial demonstrates internal numbers, voice menus, queue, call recording and voicemails. The screenshot below displays the call-flow configuration you will arrive at by the end of this article.

call flow configuration

Every PBX configuration requires at least one inbound DID number. Consider this the trunk to your calling tree: every extension is a branch and every phone a leaf.

Start by dragging the "Phone Number" object onto the gridded workspace. Every object has a red outline until configured. The cog icon launches a settings window to configure it.

phone number dragging

Most objects take only a few seconds to setup, requiring a name plus one or two selections. The phone number is one such object; simply choose a number from your account. After picking a number, you can begin building onto it.

Creating Your First Set of Extensions with Call Recording

As you did the "Phone Number" object, drag a voice menu onto the screen. Voice menus are an excellent way to organize your users and devices. They present users with options and require input to progress the call.

drag a voice menu onto the screen

When configuring the voice menu, you can upload or record your own voice menu greeting. There are many advanced settings regarding voice menus. This tutorial covers only the basics, so please continue learning here.

To connect two objects together, click the sockets and draw cables between them. Create extensions in the same way, drawing multiple cables from the menu. Our example shows a voice menu leading into a "Person" and "Queue." These are accessible by pressing "1" or "2" when calling into the number.

Chaining Users and Making Queues

Extension "1" goes to a single "Person" object. Each person object can contain up to three contact options: landline, mobile, and VoIP. We do not go into details about this object here, so to learn more about connecting SIP clients click here. For information on the "Person" object and call forwarding to landline/mobile phones, click here.

chaining users

A timeline appears at the bottom of the "Person" object once you've added one of these options. You can set how long each option rings for and in what order, too.

Anything that comes after this person will receive the call if no one answers within the given timeframe. If you always want calls to ring users in a specific order, you can chain them together. We recommend always ending with a voicemail or playback. The voicemail needs a valid email to send the message after the call finishes.

demo user flow

If you want to ring a bunch of "Person" objects simultaneously, you should use a queue. Our extension "2" flows into a simple queue with three members. For advanced queue settings, please click here. Note that a queue should always include a "No Answer." This is configurable by clicking the exit icon.

queue settings

Assigning Internal Numbers to Person Objects

Up until now, this tutorial has focused on building from the voice menu. This is the call flow for those contacting your inbound number. Should your users wish to call amongst each other, you will need internal numbers. These numbers are for transferring, too.

Attach the internal number object to the front of the desired "Person" object. For SIP phones, you will need to also assign the internal number in the settings menu.

assigning internal numbers

Recording Inbound and Outbound Calls

To enable call recording for outbound calling, you will need to open the same settings menu where the internal caller ID is set for SIP devices. In this menu, you will find "Permissions." Here, you can enter an email for receiving recordings.

Enabling inbound calling is much simpler. Just add the object somewhere in the call flow and anything following it gets recorded. In our example, the call recording is placed between the menu and the queue.

recording calls