Setting up a Simple Menu Call Flow

1Log into the WhatConverts Profile you want to set up the Call Flow in. Click "Tracking" in the top menu. Select "Phone Calls" and click "Call Flows".

Click the "+ Add Call Flow" button.

2Give your Call Flow a name, select "Incoming Call Flow" and "Simple Menu' as the Template. Click "Next Step".

• Edit the Call Recording step to toggle "On" or "Off" Call Recording and Add or Edit the Call Greeting.

  Note: Please be aware that call recording laws are applied at state, federal and county level. Please refer to the laws and regulations of your jurisdiction. You may need to apply a message that states the call is being recorded.

• Edit the Menu step and enter the Prompt (or append your recording) you would like to be played to the caller that tells them what to press (or say) to reach their desired destination within the organization.Choose your Response Type to determine if you would like callers to be able to press a key, say a trigger word or both to identify their selection. Enter the values you would like the caller to be able to use; by default, the values are set as "1" for Sales and "2" for Support.Choose your Timeout (the number of seconds the menu will wait before playing again or moving onto the next step), a message if there is no response and how many times to repeat this menu. Click "Save Changes".
• Edit your Dial Step(s). Give your module a Name that identifies the step, select how the calls will be connected by choosing one of the following:
  • Direct Call
  • Multi-Ring (to call multiple phone numbers at the same time)
  • Round Robin (to call numbers in a sequence).
• Enter the "Destination Number(s)" of the step. Choose the number of seconds the Dial step will ring before moving onto the next step (Timeout), what Caller ID that the recipient will be shown, a Call Whisper option and if you have a Post Call Flow. Click "Save Changes" and repeat for all the dial steps for your menu.
• Edit the Voicemail step for unanswered calls. Give your module a Name that identifies the step, choose whether you would like the prompt to "Say Message" or "Play Recording". Choose if you would like for your voicemail to play a Beep and select the maximum length of the voicemail message. Click "Save Changes".

When you have made all of the edits to your Call Flow, click "Finish".

3Apply your Call Flow to your tracking number(s). Select "Tracking" in the top menu, "Phone Calls" and "Phone Numbers". Click the "Edit Icon" at the end of the row to edit your tracking number(s).

Under Where should we forward incoming calls?, select "Call Flow" and choose your new Call Flow from the drop down menu. Click "Finish".

If you have any questions, please contact WhatConverts Support or email support@whatconverts.com