Call Flow Editor

Overview

The Call Flow Editor enables designated Authorized Contacts to make immediate modifications to the components that control the way calls flow through their organization's ShoreTel Sky phone system. This online tool, which is available in the ShoreTel Sky Portal, provides call flow managing features that are accessible in an easy-to-use interface that displays graphical representations of selected call flow components. For each call flow component you select, an interactive diagram shows exactly how phone calls from customers flow through your organization. Clicking components displayed in the interactive diagrams reveals more details and you can easily adjust the level and zoom settings to customize your view.

Decision Makers and account-level Phone Managers can manage every type of call flow component including Time of Day, Auto Attendant, Ring Group, Dial by Name, and Profile. Emergency Contacts can also access the Call Flow Editor, but only to view call flow components and the associated settings.

Note that this online self-service tool does not require telecom expertise.

Table of Contents

Availability and Access
Quick Reference Guide
Description of Components
Overview of a Typical Call Flow
In-depth Component Creation and Explanation
Time of Day
Auto Attendant
Ring Group
Dial by Name
Main Line Phone Number (Profile)
Finding, Editing, Creating, and Cloning Components
Creating and Managing Sound Files
Viewing Call Flow Reports
Known Limitations
Related Topics

Availability and Access

The ShoreTel Sky Call Flow Editor is available in the ShoreTel Sky Portal to Authorized Contacts who are Decision Makers or account-level Phone Managers.

Watch our brief Call Flow Editor Overview video! - This video includes instructions for accessing menu items that have since changed. Please view the following video at https://vimeo.com/127305136 to learn about these changes.

To access the Call Flow Editor:

  1. Log into https://portal.shoretelsky.com/ with your business email address (username) and user password.
  2. Navigate to Phone System > Call Flow Settings

Layout of the Call Flow Editor

Quick Reference Guide

View and download the Call Flow Editor Quick Reference Guide here

Description of Components

Time of Day

Auto Attendant

Ring Group

Dial by Name

Profile

Overview of a Typical Call Flow

A typical call flow system begins with incoming calls to a company's main line (primary phone number). If calls are not answered in a specified number of rings, a Time of Day component directs the calls to the designated Auto Assistant, which provides callers with a menu of options that have been configured for that day of week, time of day period. For example, a Time of Day can direct calls during daytime business hours to the "Day" Auto Attendant, while at night during non-business hours, calls can be directed to a "Night" Auto Attendant.

Each specific Auto Attendant is normally configured to provide a recorded announcement listing the options that are available to callers. Depending on the option selected by the caller, the call is routed according to the instructions configured for that option. Typical Auto Attendants provide callers with options to reach one or more of the following:

Ring Groups can be created for each department that a business wants callers to reach. The phone numbers of the members of each Ring Group can be added or removed from the group at any time. Ring Group options include ringing all members' phone lines or only idle lines (members who are not active on another call). Shared voicemail boxes are available to all members of a Ring Group for retrieving and responding to voicemails. Note that in some phone systems, a Ring Group is known as a Hunt Group.

Dial by Name directories provide callers with a way to search for and find people within a company. When a Dial by Name is created, it includes the phone numbers of all company personnel by default and can be easily customized to exclude specific phone numbers.

Profiles represent all of the phone numbers and voicemails in a company phone system and are utilized to connect call flow components to people that callers need to reach.

In-depth Component Creation and Explanation

The sections listed below provide instructions to configure settings for each type of call flow component:

Time of Day
Auto Attendant
Ring Group
Dial by Name
Main Line Phone Number (Profile)

Time of Day

Directs calls for different purposes depending on the day of week and time of day.

Watch our brief Time of Day video! - This video includes instructions for accessing menu items that have since changed. Please view the following video at https://vimeo.com/127305136 to learn about these changes.

You can update existing or select initial settings for a Time of Day in the General Details, Modes, Time Period and Information configuration panels, as explained in the following sections.

General Details

  1. In the Select profiles box below Controlled by, click Browse.
  2. In the Browse dialog box that opens, you can search for existing phone numbers by typing search criteria in the Search field or sorting the data by clicking the column headings for Name, Phone Number, and Location.
  3. Click to highlight the desired phone number(s) and click the Select button

Modes

The following example shows some typical modes:

For each Mode, select one of the following routing options:

For the selected routing option of each Mode, click the gear icon to configure additional options. These options are dependent on the Type of component and can include some or all of the following:

Time Period

Notes:

For a very basic Time of Day example, if your company is open Monday and Friday 8 AM to 5 PM, Tuesday through Thursday 9 AM to 7 PM, and closed all other times, with no special needs to process calls differently on different days and hours when open for business, you would need only two Modes ...

  1. Open
  2. Closed

... but you would need three Time Periods:

  1. Monday and Friday 8 AM to 5 PM (set to Open mode)
  2. Tuesday through Thursday 9 AM to 7 PM (set to Open mode)
  3. All other times (set to Closed mode)

Information

Provides the following:

Auto Attendant

Processes calls for a specific Time of Day mode.

Watch our brief Auto Attendant video! - This video includes instructions for accessing menu items that have since changed. Please view the following video at https://vimeo.com/127305136 to learn about these changes.

You can update existing or select initial settings for an Auto Attendant in the General Details, Menu Options, Menu Settings, and Information configuration panels, as explained in the following sections.

General Details

Menu Options

For each option you want to add to an Auto Attendant, click the + (plus sign) button and enter the corresponding option number in the text box on the left, select Connect to (or another routing option), and select the appropriate component. The following is an example of some options that can be configured, which would be described in the Auto Attendant greeting:

Tip: To Connect to a Ring Group, do not select the "Ring Group" component Type, select the "Profile" that is associated with the trigger (programming number) that was provisioned for that Ring Group.

For each Menu Option configured for an Auto Attendant, the following routing options are available:

For each routing option selected above, click the gear icon to configure additional options. These options are dependent on the Type of component and can include some or all of the following:

Menu Settings

Information

Provides the following:

Ring Group

Directs calls to a group of profiles for a department or other specialized area of your organization.

Watch our brief Ring Group video! - This video includes instructions for accessing menu items that have since changed. Please view the following video at https://vimeo.com/127305136 to learn about these changes.

You can update existing settings or select initial settings for a Ring Group in the General Details, Connects To, and Information configuration panels, as explained in the following sections.

General Details

Connects To

  1. In the "Select profile or enter phone number box" below Members, click Browse.
  2. In the Browse dialog box that opens, you can search for existing phone numbers by typing search criteria in the Search field or sorting the data by clicking the column headings for Name, Phone Number, and Location.
  3. Click to highlight the desired phone number(s) and click the Select button

For the selected Overflow routing option, click the gear icon to Configure additional options. These options are dependent on the Type of component and can include some or all of the following:

Information

Dial by Name

Provides a Dial by Name directory to search for profiles in the phone system.

Watch our brief Dial by Name video! - This video includes instructions for accessing menu items that have since changed. Please view the following video at https://vimeo.com/127305136 to learn about these changes.

You can update existing or select initial settings for a Dial by Name in the General Details, Settings, and Information configuration panels, as explained in the following sections.

General Details

Settings

For the Press 0, No Match, and Timeout options configured above, the following routing options are available:

For each routing option selected above, click the gear icon to Configure additional options. These options are dependent on the Type of component and can include some or all of the following:

Information

Provides the following:

Main Line Phone Number (Profile)

The main line (primary phone number) requires a programming number and is labeled as a "Profile" (Type of call flow component) in the Call Flow Editor. Call flow systems typically begin with incoming calls to an organization's primary phone number, or main line, and connect to a series of other call flow components.

You can update existing or select initial settings in the Profile's General Details configuration panel:

General Details

Finding, Editing, Creating, and Cloning Components

This section includes the following topics:

Validating and Saving
Finding an Existing Call Flow Component
Editing an Existing Call Flow Component
Creating a New Call Flow Component
Cloning a Call Flow Component
Deleting a Call Flow Component
Browsing to a "Connect to" Call Flow Component
Creating Components for a New Call Flow

Validating and Saving

When creating new components and changing settings of existing components, before logging off (or being timed out) you must click the Validate AND Save buttons at the bottom of the interface to save your work (otherwise whatever components or settings you started to edit or create will be lost).

Finding an Existing Call Flow Component

You can find an existing call flow component in the following ways:

Components that match your search criteria are displayed in a list panel, where you can select the desired component to display the associated configuration panels.

Editing an Existing Call Flow Component

To edit an existing call flow component, select the desired component in the list panel, then review and edit the associated settings in the configuration panels available for that Type of component.

Creating a New Call Flow Component

  1. To create a new call flow component, click the New button near the top of the interface (or use the drop-down menu below any "Connect to" option if that's where you want the new component).
  2. In the New Component dialog that opens, use the drop-down menu to select the "Type" of component you want to create and click OK.

Review the available options and establish initial settings in the configuration panels available for that Type of component. You may want to refer to an existing call flow component of the same Type as a reference point for configuring settings.

Cloning a Call Flow Component

  1. To create a copy of a call flow component, select the desired component in the list panel and take note of the component's name.
  2. Click the Clone button, then locate the same call flow component in the list panel.
  3. Select the component below it, which has "Copy" appended to the component name.
    • For example, if you Clone the "XYZ Time of Day" the cloned copy is named "XYZ Time of Day Copy".

You can then modify the settings of the cloned component in the configuration panels available for that Type of component.

Note: Ring Groups and Profiles cannot be cloned.

Deleting a Call Flow Component

Select an existing component and click the Delete button. You do not have to delete a component to remove it from a call flow. To remove a component from a call flow:

  1. Select the component and click Information near the bottom of the interface to open the Information configuration panel.
  2. In the Reachable From list, make a note of all of the call flow components and profiles that are connected to the selected component.
  3. Select each connected component and/or profile to edit all associated "Connect to" settings to select a different component, which effectively removes the original component from the call flow.

Note: Delete functionality is temporarily suspended for the initial release of the Call Flow Editor.

Browsing to a "Connect to" Call Flow Component

Below every "Connect to" option is a drop-down menu with Browse and New options. (To create a New component, see Creating a New Call Flow Component.)

  1. Select Browse to open the Browse dialog box where you can search for an existing call flow component by scrolling through the list, typing search criteria in the Search field, and sorting the components by clicking the column headings for Name, Type, Phone Number, and Location.
  2. Select the desired call flow component to return to the "Connect to" option.

For help selecting the desired component, refer to the following table, where "Type" refers to the Type of component shown in the Browse dialog box:

Desired ComponentTypeDisplayed below "Connect to"
Phone NumberProfileName, phone extension #
VoicemailVoicemailName, phone extension #, - VM
Ring Group (trigger #)ProfileName of Ring Group, phone extension #
Ring Group VoicemailVoicemailName of Ring Group, phone extension #, - VM
Auto AttendantAuto AttendantName of Auto Attendant
Dial by NameDial by NameName of Dial by Name
Time of DayTime of DayName of Time of Day

Creating Components for a New Call Flow

When creating a new call flow, it is best to create and configure components in the following order:

  1. Phone Profiles*
  2. Dial by Name
  3. Ring Groups
  4. Auto Attendants
  5. Time of Day

This is recommended because you will not be able configure all settings for some components until other components are already created and configured.

* Please note that Profiles are actually created outside of the Call Flow Editor, but must exist before call flow settings can be configured. Each call flow component that is labeled as a "Profile" represents either a managed profile (for most phone numbers in a phone system) or a programming number (used for Ring Group trigger numbers and a company's main line phone number).

Creating and Managing Sound Files

For the "Sound Files" option (Auto Attendants and Dial by Names) and wherever "Play Sound" is an available option, you can create and manage sound files to:

This section includes the following topics:

Browsing for an Existing Sound File
Creating a New Sound File
Managing Sounds Files
Recording a Sound File Message from Your Phone

Browsing for an Existing Sound File

  1. Click the Sound File or Play Sound drop-down menu and select Browse.
  2. In the Browse dialog box that opens, you can search for an existing sound file by typing search criteria in the Search field or sorting the sound files by clicking the column headings for Id, Name, and State (Recorded, Placeholder, Blank).
  3. Notate the 4-digit Id code of this sound file so you can record the greeting message to provide instructions for callers to "Press" each auto attendant option #. See Recording a Sound File Message from Your Phone for detailed instructions.

Creating a New Sound File

  1. Click the Sound File or Play Sound drop-down menu and select New.
  2. Enter a Name in the New Sound File dialog box that opens.
  3. Enter "placeholder" text that you want the sound file to contain. You can use this text as a script guideline when recording the desired greeting or message. (Note that only plain text, commas, and periods are allowed - no special characters or other punctuation.)
  4. Click OK.
  5. Notate the 4-digit ID code of this sound file so you can record the greeting or message with detailed instructions to "Press" each auto attendant option #. See Recording a Sound File Message from Your Phone for detailed instructions.

Important: Before using a Sound File in a live call flow system, you should record a greeting or message by accessing the voicemail in your ShoreTel Sky phone.

Managing Sounds Files

  1. Click the "Sounds" link at the bottom of the Call Flow Editor interface.
    • You can also click the hyperlink of any selected Sound File in the Play Sound or Sound File selection box in the configuration panels of any call flow component.
  2. In the Sound Files dialog box that opens, you can search for an existing sound file by typing search criteria in the Filter field or sorting the sound files by clicking the column headings for Id, Name, In Use, or State (Recorded, Placeholder, Blank).
  3. You can click any of the following buttons and links listed in the Sound Files dialog box to perform the desired function:
    • New - See Creating a New Sound File
    • Play - Plays the sound file
    • Edit - Select an existing sound file and click Edit to open the Edit Sound File dialog where you have the following options:
      • Rename sound file - The General Details panel provides ID number, Name, and Text. Only the Name can be changed here
      • Find other call flow components that use the selected sound file - The Information panel displays a list of call flow components that use the selected sound file
      • Download a sound file - Click the Download link to open a dialog box that enables you to open the sound file in a media player or save the file to your computer where it can be modified and uploaded to replace an existing sound file
    • Upload - Select a previously "Recorded" sound file, click Upload to open the Upload Sound File dialog, and perform the steps below. (Note: Sound files must have a .wav extension and be in µ-law mono format. If you need help, create a Support Case to communicate your needs to ShoreTel Sky Support.)
      1. Click the Browse button
      2. Navigate to the sound file on your computer that you want to use to replace the selected sound file
      3. Click the Upload button
    • Delete - Select an existing sound file and click Delete to permanently delete the sound file
    • Export - Enables you to export a list of all sound files sorted by name and ID number
    • Close - Closes the Sounds File dialog box.

Recording a Sound File Message from Your Phone

  1. If you do not already have your System Password, create a Support Case to request this information from ShoreTel Sky Support.
  2. Access voicemail on your phone. (For instructions, see the Access to Voicemail section of the Voicemail Management article.)
    • Note: You can press the * key to skip listening to your voicemail system summary and messages.
  3. Press 5 for "additional options."
  4. Press 7 to "manage company Auto Attendant prompts."
  5. When prompted, enter your System Password followed by the # key.
  6. Enter the 4-digit ID Code for the desired sound file followed by the # key.
  7. Follow the prompts to either Press 1 to review or Press 2 to re-record the greeting.
  8. After pressing 2 to re-record the greeting, press the # key when you are finished recording.
  9. Listen carefully to all prompts and press 3 to save the changes you have made.

For more help with recording messages, see the Recording Your Auto Attendant Greetings section of the Auto Attendant article.

Viewing Call Flow Reports

You can view the following reports in the Call Flow Editor.

Viewing a Dialed Number Report

To view a report showing phone numbers and the call flow components to which each number connects to, do the following:

  1. At the bottom of the Configuration panel, click Reports.
  2. In the Reports dialog box that appears, click the Dialed Number tab.
  3. The Dialed Number report for your account is displayed showing the following:
    • Phone Number - the dialed phone number
    • Connects To - the call flow component to which the dialed number was initially connected

Viewing a Destination Number Report

To view a report showing a list of all phone numbers associated with a call flow component, do the following:

  1. At the bottom of the Configuration panel, click Reports.
  2. In the Reports dialog box that appears, click the Destination Number tab.
  3. In the "Phone number" field, type the number or extension for which you want to view a report and click Search.
  4. The Destination Number report for your account is displayed showing the following:
    • Name - the name of the associated call flow component
    • Type - the type of call flow component

Known Limitations

Delete

Phone Managers

Auto Attendant

Ring Group

Time of Day

Related Topics

Resolve Issues via Support Cases
ShoreTel Sky Support
Authorized Contacts
Time of Day
Auto Attendant
Ring Group
Dial by Name
Call Flow Settings
Call Flow Meeting
ShoreTel Sky Portal


Article: 000003959