What this does
Lets you design exactly what happens to a call, step by step, on a drawing board. You drag building blocks (called nodes) onto the board and join them with arrows, so you can combine menus, opening hours, holidays, queues, area routing and more in one call flow. In Smart Number Manager this is an Enterprise service.
What you’ll need
- A Smart Number Manager login (see What is Smart Number Manager and how do I sign in?).
- A sketch of your call flow: what callers hear first, and where each choice or time of day should lead.
- Any recordings you’ll play, uploaded to your audio library (see How do I add a queue, greetings and whisper?).
Steps
- Sign in, select Create New Service, choose your account, select Enterprise Service, then Confirm.
- The Start node is already on the board. Select it and attach your numbers. Its tabs also let you switch on call recording and choose a disaster recovery plan (see How do I get voicemail, missed-call emails and call recordings? and How do I reroute my numbers if our office can’t take calls?).
- Select Nodes at the bottom of the screen to see the building blocks. Click one to add it to the board, then select it to set it up in the panel on the right. Added one by mistake? Select it and use the Delete key.
- Add the nodes your call flow needs. The most useful are:
- Menu: “Press 1 for sales” options.
- Time of Day: different routes for different hours and days. Make sure the time ranges don’t overlap.
- Date Exception: holiday and special-date routing (see How do I set opening hours, after-hours and public holidays?).
- Destination Group: rings a phone or group, using the same call types as How do I ring a group of phones from one number?.
- Queue: holds callers with music and messages (see How do I add a queue, greetings and whisper?).
- ABR: routes by the caller’s area (see How do I send callers to their nearest branch?).
- Caller Exception: treats chosen numbers differently, for example blocking a nuisance caller or sending a key client straight through.
- Ratio: splits calls by percentage. The shares must add up to 100.
- Audio, Voicemail, Link to Service, Busy and End Call finish off each path.
- Join the nodes: hover over a node until an arrow appears, then drag the connector onto the next node. It lights green when the connection is valid.
- Use the navigator at the top right to move around a large flow, and add a Note anywhere to explain your design.
- When every path is connected, select Save Service. Changes go live when saved.
What you should see
Your call flow on the board, with every node joined to the next. Test each path by calling at different times and pressing each menu option.
Troubleshooting
- A connector won’t attach. That connection isn’t allowed. Check you’re joining the node to a valid next step.
- Some callers hear nothing or get cut off. A path probably ends without a final node. Make sure every branch finishes with a destination, voicemail, message, Busy or End Call.
- Calls follow the wrong time route. Check your Time of Day ranges don’t overlap.
Related articles
- How do I ring a group of phones from one number?
- How do I set up a “Press 1 for sales” menu?
- How do I set opening hours, after-hours and public holidays?
- How do I add a queue, greetings and whisper?
Done for you
Prefer us to handle this? Contact Bluehubcloud support and we’ll set it up for you.