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Call flow steps

A call flow step is one action inside a call flow. Each step has a type (Dial, Queue, IVR, Announcement, Call flow, and so on) and a configuration that controls exactly what it does.

Overview

Each step is one row in the editor, and its type picks which fields apply. Some step types are terminal, so the editor does not allow another step after them. How the steps are carried out at call time is handled by the telephony platform, not inside Cockpit.

What it does

Every step belongs to one of four families:

Family What you configure Step types
Answering Connect the caller to a destination Dial, Queue, External number, Conference room, AI Assistant
Navigation Send the call to another flow or extension Call flow, IVR, IVR extension
Audio Play something to the caller Announcement, Answer
Side-effect Perform an action without rerouting Start recording, Change ringtone and label, Send to email, Webhook, Multicast, Hang up

The Call flow step takes an optional schedule and is skipped outside its active periods. Audio and side-effect steps do not connect a caller to anyone, so they are commonly placed before an answering step.

See also

  • Call flows - the conceptual model, worked examples, where call flows are assigned.
  • IVRs - building the menu that an IVR step references.
  • Queues - configuring the queue that a Queue step references.
  • Announcements - sound files that an Announcement step references.
  • Schedules - the time gate for Call flow steps.

Form fields

Fields available in the create and edit forms.

General

Step

The action this step performs.

  • ring_user Dial Rings users, groups, tags, pools, or statuses. Falls through on no answer.
  • enter_queue Queue Places the caller in a queue. Falls through when the queue gives up.
  • go_to_ivr IVR Plays an IVR menu and routes based on the key the caller presses.
  • ring_external_number Dial number Dials an outside number through your outbound trunks.
  • conference_room Conference room Drops the caller into a conference bridge at the chosen extension.
  • ai_assistant AI integration Hands the call to a configured AI voice assistant.
  • call_flow Call flow Jumps to another call flow or extension, with an optional schedule gate.
  • ivr_extension Extension selection Waits for the caller to dial an extension number and routes to the match.
  • text_to_speech Announcement Plays a sound file or text-to-speech message, then falls through.
  • answer Answer Picks up the call without connecting a person, so audio steps play before any ring.
  • start_recording Start recording Begins call recording from this point. No disclosure is played automatically.
  • change_ringtone_and_label Call settings Overrides the ringtone and display label on the receiving phone for subsequent steps.
  • send_to_email Voicemail Emails a notification (typically the recording) to selected recipients.
  • webhook Webhook POSTs a JSON payload to a URL. Fire-and-forget - flow continues regardless of response.
  • multicast Multicast Sends the call as a one-way audio page to a multicast group.
  • hang_up Hang up Ends the call immediately.
Enabled

When off, this step is skipped during call flow execution.

User

Duration

How long (in seconds) to ring before falling through to the next step.

Shown when

Type is Dial, External number or Queue

Dial user

When turned on, the extension the caller originally dialed also rings alongside the selected users.

Shown when

Type is Dial

Dial group

When turned on, all members of the user's group ring at the same time.

Shown when

Type is Dial

Twinnings

When turned on, users' mobile twinning destinations ring alongside their PBX extensions.

Shown when

Type is Dial

Missed calls

When turned on, a call that rings here without being answered is recorded as a missed call for the targets. On by default.

Shown when

Type is Dial

Music on hold

The music on hold played to the caller while waiting.

Shown when

Type is Dial, External number or Change ringtone and label

Dial select

Choose how to pick the users to ring - by specific users, groups, tags, locations, languages, pools, or statuses.

Shown when

Type is Dial

Users

The specific users to ring.

Shown when

Type is Dial

Phones / SIP devices

Specific SIP devices to ring directly.

Shown when

Type is Dial

Groups

Ring all users in the selected groups.

Shown when

Type is Dial

Tags

Ring users matching the selected tags.

Shown when

Type is Dial

Locations

Ring users at the selected locations.

Shown when

Type is Dial

Languages

Ring users with the selected languages.

Shown when

Type is Dial

Pools

Ring users in the selected pools.

Shown when

Type is Dial

Statuses

Ring users with the selected Tempus statuses.

Shown when

Type is Dial

Pickup lines

Ring the selected pickup lines.

Shown when

Type is Dial

External number

Phone number

The external phone number to dial.

Shown when

Type is External number

Call flow

Option

Choose whether to jump to a call flow or a specific extension.

Shown when

Type is Call flow

Call flow

The call flow to jump to. Visible when set to Call Flow.

Shown when

Type is Call flow

Extension

The extension to dial. Visible when set to Extension. Also used by Conference Room.

Shown when

Type is Call flow or Conference room

Schedule

An optional schedule that gates this step - outside its active periods the step is skipped.

Shown when

Type is Call flow

IVR

IVR

The IVR menu to play to the caller.

Shown when

Type is IVR

Queue

Queue

The queue to place the caller in.

Shown when

Type is Queue

Text to speech

Announcement type

Whether to use a pre-recorded sound file or generate speech via text to speech.

Shown when

Type is Announcement

Announcement

The pre-recorded announcement to play. Also used by Call to Email and IVR Extension types.

Shown when

Type is Announcement, Send to email or IVR extension

Language

Auto plays the announcement in the language detected earlier in the call; if none was detected, the default announcement is played. Pick a language to force that variant here.

Shown when

Type is Announcement, Send to email or IVR extension

TTS API tag

A cache identifier for this text-to-speech message.

Shown when

Type is Announcement

Dynamic TTS message

The text to convert to speech and play to the caller.

Shown when

Type is Announcement

Ringtone & label

Ringtone

The ringtone to use on the receiving phone for the steps that follow.

Shown when

Type is Change ringtone and label

Label

The text shown on the receiving phone display for the steps that follow.

Shown when

Type is Change ringtone and label

Webhook

URL

The URL to POST to when this step runs.

Shown when

Type is Webhook

Call to email

Email address

The email address to send the recording to.

Shown when

Type is Send to email

Notify users

Users whose email addresses should receive the recording.

Shown when

Type is Send to email

Notify user

When turned on, also sends the recording to the user who was originally called.

Shown when

Type is Send to email

Multicast

Multicast group

The multicast group to page when this step runs.

Shown when

Type is Multicast

PIN

An optional PIN required to start the multicast page.

Shown when

Type is Multicast

AI phone assistant

Provider

The AI voice assistant provider.

Shown when

Type is AI Assistant

AI integration

The AI assistant that handles the call. Configure its SIP carrier on the assistant record under Telephony - AI phone assistants.

Shown when

Type is AI Assistant

Updated