Call Flow States in Built-In Telephony
When designing a Call Flow, you can add different states to control how incoming calls are handled. Below are the available states and what they do:
Transfer to a User
Routes the incoming call to a specific Zoho FSM user who is enabled for telephony. E.g. Direct calls to an assigned field agent or dispatcher.
Available Options for this State
- Choose a User: Select from the list of Telephony Users you have added.
- Record this call: Enable the toggle if you want the call to be recorded.
- Ring Timeout (in seconds): Specify the duration for which the call should ring.
- Put caller in a queue if the user is on another call: Enable this toggle to place the caller in a queue when the user is already busy. If enabled, configure the following:
- Number of callers allowed in the queue: Set the maximum number of callers who can wait in the queue.
- Maximum number of Queue music cycle: Define how many times the queue music should loop while callers are waiting.
- Announcement type: Choose one of the following:
- Say text message – enter the text (Announcement) to be read out to the caller.
- Play audio file – upload an audio file.
- Play audio URL – provide an audio URL.
- Queue music type: Choose either Play audio file or Play audio URL.
- Queue music: Upload an audio file or provide an audio URL, based on the selected Queue music type.
From this state, you can also set transitions for:
- Timeout
- User not available
- User busy
Transfer to a Telephony Group
Routes the call to a group of users defined in your telephony setup. Calls ring all members in the group simultaneously or sequentially (based on group settings). E.g. Pressing "2" in the IVR routes the caller to the Support Team Group.
Available Options for this State
- Choose a group: Select from the list of Telephony Groups you have added.
- Ringing type: Choose one of the following:
- Parallel: the call rings all users in the group simultaneously
- Sequential: the call rings users one after the other, in the order they are listed.
- Record this call: Enable the toggle if you want the call to be recorded.
- Ring Timeout (in seconds): Specify the duration for which the call should ring.
- Put caller in a queue if the user is on another call: Enable this toggle to place the caller in a queue when the user is already busy. If enabled, configure the following:
- Queue music type: Choose either Play audio file or Play audio URL.
- Queue music: Upload an audio file or provide an audio URL, based on the selected Queue music type.
- Announcement type: Choose one of the following:
- Say text message – enter the text (Announcement) to be read out to the caller.
- Play audio file – upload an audio file.
- Play audio URL – provide an audio URL.
- Number of callers allowed in the queue: Set the maximum number of callers who can wait in the queue.
- Maximum number of Queue music cycle: Define how many times the queue music should loop while callers are waiting.
From this state, you can also set transitions for:
- Timeout
- No one available
- User busy
Transfer to an IVR
Allows you to route incoming calls to an Interactive Voice Response (IVR) menu. With an IVR, callers can listen to a set of predefined options and select the one that best matches their need. Based on their input (e.g., pressing 1, 2, or 3), the call will be transferred to the corresponding user, group, or another call flow. E.g. A customer calls your support number. Instead of directly routing the call to a user, you can transfer it to an IVR (Interactive Voice Response).
Available Options for this State
- IVR Announcement Type: Choose how you want to deliver the IVR greeting or menu instructions:
- Say text message: The system uses text-to-speech to read out the message you provide.
- Play audio file: Upload a pre-recorded audio file to play as the announcement.
- Play audio URL: Provide a URL to stream an audio file hosted externally.
- IVR Announcement: Based on the selected announcement type:
- If Say text message, the system-defined message (Please select ${keyPress} for ${menu}) will be spoken aloud.
- If Play audio file, upload the desired audio file.
- If Play audio URL, enter the audio file’s URL.
- IVR Options: Define the menu choices for the callers. For each option, define:
- Key Press: The digit (e.g., 1, 2, 3) that the caller presses.
- Menu: The action or destination assigned to that key (for example, transfer to a user, group, or another IVR). You can connect each of these menu options to another state.
From this state, you can set transitions based on:
- The IVR options you configure.
- Timeout
Announce to Caller
Plays a pre-recorded or text-to-speech message to the caller before continuing the flow. E.g. Useful for sharing information such as office hours, expected wait times, or promotional messages.
Available Options for this State
- Announcement type: Choose how you want to deliver the announcement:
- Say text message: The system uses text-to-speech to read out the message you provide.
- Play audio file: Upload a pre-recorded audio file to play as the announcement.
- Play audio URL: Provide a URL to stream an audio file hosted externally
- Announcement: Based on the selected announcement type:
- If Say text message, the system-defined message will be spoken aloud.
- If Play audio file, upload the desired audio file.
- If Play audio URL, enter the audio file’s URL.
From this state, you can set the transitions to other desired states.
Leave Voicemail
Sends the caller to a voicemail box where they can record a message. E.g. Perfect for after-hours calls or when no agents are available. The link for the recorded voicemail will be saved to the Voice Recording field in the Call record in Calls module.
Available Options for this State
- Voicemail announcement type: Choose how you want to deliver the voicemail announcement:
- Say text message: The system uses text-to-speech to read out the message you provide.
- Play audio file: Upload a pre-recorded audio file to play as the voicemail announcement.
- Play audio URL: Provide a URL to stream an audio file hosted externally
- Voicemail announcement: Based on the selected voicemail announcement type:
- If Say text message, the message provided will be spoken aloud.
- If Play audio file, upload the desired audio file.
- If Play audio URL, enter the audio file’s URL.
- Timeout (in seconds): The duration for which the call should ring.
From this state, you can set transitions based on:
- Timeout: The action to take if the caller does not respond within the set time limit.
Creating a Call Flow
This section explains the steps to create a call flow, using Transfer to an IVR as an example.
- Go to Setup > Channels > Telephony.
- Select the Call Flows tab and click Create Call Flow.
- In the Create Call Flow popup, provide the following:
- A Name for the call flow.
- A Description to help identify the purpose of the call flow.
- The Associated Phone Numbers. These are the phone numbers on calling which this call flow will be initiated.
- Drag and drop the state Transfer to an IVR to the Start circle.
- In the Transfer to an IVR popup, provide the following details and click Save:
- IVR Announcement Type: Choose Say Text Message.
- IVR Options: Enter the following values:
Key Press
Menu
1
Transfer to Sales Group
2
Transfer to Support Group
- Drag and drop the state Transfer to a telephony group.
- In the Transfer to a telephony group popup, enter the details to transfer to a Sales group.
- Make a connection from Transfer to Sales Group to the state Transfer to a telephony group.
- Similarly, add a Transfer to a telephony group state to transfer to a Support group and make a connection from Transfer to Support Group to this state.
- Drag and drop the state Announce to caller and enter the necessary details.
- Make a connection from Timeout to the state Announce to caller.
- Either Save as Draft or Publish.
- Click Close.
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