Clarity Connect Admin - Creating Call Flow
Goal
This guide will discuss how to create a basic Call Flow with a brief explanation and link to detailed resources in the header.
Clarity Call Flow
Clarity Call Flows utilize multiple areas in order to create a call flow. This article will go through how to build a call flow from start to finish in one order, however, the order can be done differently. One order to creating a call flow is as follows:
1. Call Flow Mapping (Required)
Call flow mapping is where you add your number that will route to the call flow. Any number that you plan to have route to a Clarity Connect call flow will need to be added here and you will set the route to. To learn how to establish this route, please click the header.
The calendar is not required, however, the benefit to using a calendar is that you can create holidays that will automatically send calls to after hours. Any updates to business hours can be manually done through the menu node. To learn how to create a calendar, please click the header.
Clarity can use a text to speech service, however, there is a limitation to what can be controlled using this service. For example, you are not able to adjust the speed that the text. For this, you can upload your own audio, or you can record your message directly using the voice prompt recording feature.
4. Call Flows
Of the three areas above, the only required option is to create the call flow mapping. The other 2, Calendar and Voice Prompts, are only recommendations, however not using them will not prevent you from creating your call flow. The Call Flow uses “Nodes” and each node does something different.
5. Nodes
Nodes are used as action items for the Call Flow. They contain the various rules that develop the callers experience. This would include Voice Prompts, Calendars, and Queue. Along with the various rules that direct the call. Like push prompts or variable seeking equation(i.e. calling number = [10 digit number] then route the call to the next node). For more information on the different nodes and what they can be used for, please click the header.
6. Queues
Queues are the ruleset for call handling. They contain rules for how the call or text is treated as well as what happens after the call is handled. Typically, they will involve a group of Agents assigned to handle the call. Rules for unanswered calls are also set there.