Call Flows · Support Portal

Creating a Call Flow

Every call flow must end with a terminating node and cannot create a loop. You will not be able to go live until everything has a definite termination.

Steps to create a call flow

Click on Voice on the left-hand side of the page.
Click on the Call Flows tab at the top of the page.
Click Create New Call Flow.
Click Start From Scratch
Click on the name of the call flow and provide a new name for the flow.
Click on the handset icon to start by defining phone number(s) and extension(s).
In the sidebar that appears, choose a phone number from the dropdown menu and define an extension. You can choose to only have a phone number or only an extension.

NOTE: If the number has a location name in parentheses, it is assigned as the main outbound number for that location.
If you are NOT using the main outbound number for a location, you can select the location where the call flow will be built after choosing a number or an extension.

NOTE: If you are attempting to change the location of a call flow already built, you will need to re-record or re-upload your greetings.
Click Save & Continue.

Once the initial node with a phone number and/or extension has been set, additional node options become available.
Click Add action to define an additional node.

Call Flow Nodes:
- Schedules - Define the hours the business is open. Define holidays when the business will be closed.
- Phone Menu - Configure an Auto Attendant
- Users & Teams - Ring a single user or a team of users.
- Transfer Out - Terminating Node. Send the call to a different phone number. This can be a 10-digit number or an internal extension; however, you cannot use feature access codes.
- Voicemail - Terminating Node. Send the call to a user's or a team's voicemail box.
- Call Flow - Terminating Node. Send the call to a different call flow. The call flow must already be live to be selected.
  
  WARNING: Looping between two or more call flows can lead to issues with call routing, potentially causing calls to drop before they are answered.
Continue adding nodes until the flow is built out and every path has a terminating node.
Click Go Live and confirm Yes, go live now to activate the call flow.
If successful, the banner at the top will say Nice work! Your call flow is live.

Editing a Call Flow

Depending on what needs to be changed in a call flow, the call flow may need to be deactivated before editing can be done. While a call flow is deactivated, the number(s) tied to the call flow will give a "Not In Service" error message when they are called. Here is a list of things that require the call flow to be deactivated to edit:

Add Additional Nodes
Remove Nodes
Modify a team or user to use call flow settings versus user/team settings
Add or remove options from a Phone Menu

XBert Tip: Nextiva recommends duplicating a call flow BEFORE making any changes. This allows you to quickly revert to the old version if you remove the wrong node.

To edit a call flow

Click on Voice on the left-hand side of the page.
Click on the Call Flows tab at the top of the page.
Click on the call flow to edit.
If necessary, deactivate the call flow
- Click Actions in the upper right-hand corner.
- Click Deactivate.
Modify the node settings by clicking on them. If you wish to delete a node, the delete option is in the bottom right-hand corner of the node settings.

NOTE: If the call flow is not letting you make a desired change, you may need to deactivate the call flow to make that change.
- Business Hours - Define the hours the business is open. Define holidays when the business will be closed.
- Phone Menu - Configure an Auto Attendant
- Users & Teams - Ring a single user or a team of users.
- Transfer Out - Terminating Node. Send the call to a different phone number. This can be a 10-digit number or an internal extension; however, you cannot use feature access codes.
- Voicemail - Terminating Node. Send the call to a user's or a team's voicemail box.
- Call Flow - Terminating Node. Send the call to a different call flow. The call flow must already be live to be selected.
  
  WARNING: Looping between two or more call flows can lead to issues with call routing, potentially causing calls to drop before they are answered.
If necessary, click Go Live after making any changes to the call flow.