Call Flow Control

Overview

Call Flow Control (CFC) is used to create a switch or toggle that can be changed by anyone who has access to a local phone.Call flow toggle controls are typically used to allow phone system users to switch between "Daytime Mode" and "Nightime Mode."

All Call Flow Controls can be toggled at once using the "All: Call Flow Toggle" feature code, default *28. This will switch all Call Flow Controls between Normal mode and Override mode at once. The value can be changed in the Feature Codes page.

To create a Call Flow Toggle Control, perform the following steps:

  1. Open the UCx Web-based Configuration Utility
  2. From the PBX tab, select PBX Configuration
  3. From the left side column, select Call Flow Control
  4. Select from the pull-down list the Call Flow Toggle Feature Code Index, values are from 0 to 20
  5. Provide a Description for the CFC
  6. Select the Current Mode or initial state of the toggle: Normal or Override
  7. Select the respective system recordings for Normal Mode and Override Mode
  8. You can optionally include a Password for authentication before allowing anyone to toggle the CFC. Left blank, anyone can toggle the CFC by dialing the feature code
  9. Select the destination from the pull-down list for Normal Flow (Green/BLF off)
  10. Select the destination from the pull-down list for Override Flow (Red/BLF on)
  11. Press the Save button
  12. The system will automatically assign a feature code for the CFC (*280 for the example below)

 

Usage

Call Flow Control can be used by any module that has a field to set a destination for a call to be routed, this basically includes all modules under Inbound Call Control..

If you created a CFC as shown in the screenshot below, when a user dials *280 from a system phone, the switch will flip back and forth between Normal and Override mode.  In Normal mode, calls will route to the normal IVR call flow, while in Override mode, calls will go to Voicemail. The code that is used to configure the CFC (default *280 through *2820) can also be programmed to act as a Busy Lamp Field (BLF) on your system phones.  When configured this way, your phones will show whether the switch is Normal (Green/BLF off) or Override (Red/BLF on).

Alternately using the "All: Call Flow Toggle" feature code, default *28, all configured CFCs can be switched between Normal and Override mode at the same time. If one or more CFCs are in Override mode they will be changed to Normal mode. If all CFCs are in Normal mode then all CFCs will be changed to Override mode.

The system assigns a default feature code to each Call Flow Control. To change the feature code value, go to the Call Flow Control section under the Feature Codes page.

The state of the CFC can be determined via the color of the CFC link located at the top right corner of the page, green for Normal and red for Override.

 

Video Tutorial

Self Assessment Quiz

  1. What are the different methods to toggle a Call Flow Control?
  2. How do you know if a CFC is in Normal or Override mode?
  3. Which modules are able to use CFC?