This article outlines how calls route through the WildJar call flow, including how it responds to timeouts, routing failures, inputs and retry polices.
Table of contents
Transfers
A transfer is a call-flow action which transfers the inbound caller to a WildJar number to a destination number.
When a call comes through a transfer action, if call recording is enabled, we play a call recording preamble to the caller. We then dial the destination number for the configured duration (25 seconds by default).
If the number is busy, unavailable, or the timeout expires, the call will transfer to the next action in the call flow.
- In the basic call flow, this is the voicemail (if enabled) or a hangup.
- In the advanced call flow, this is the routing action which is connected to the red X icon (routing after call failure), as below:
Please note: If an automated message system (for example, an out of hours message or voicemail on the answer point phone system), IVR menu or phone system picks up the call, it will be considered answered by our system and not route to the next action.
If a caller hangs up before the timeout expires, the call will be considered abandoned.
If the call is answered, the whisper (if configured) is played and the call is connected. The call is terminated when either the calling or answering party hangs up.
Voicemail
A voicemail call-flow action plays a message to the caller, either using text-to-speech or an MP3 file, and then allows the caller to leave a voice message call notifications to be sent to nominated users via SMS and/or email.
Call notifications can be sent for all calls (answered, abandoned and missed) or missed call types only (abandoned and missed).
If the caller hangs up without listening to the voicemail message, the call will be registered as abandoned. Otherwise, the call will be registered as missed.
If a message has been left by the caller, the recording will be available in the Call Log as well as by call notification email, if configured.
Time Routing
The time-routing call flow action is available in the advanced call flow builder and allows you to route calls to different call-flow actions, such as transfers, based on time of day and day of the week.
When a call comes through to a time routing action, it will evaluate if there is a matching time filter configured and route accordingly. If no matching time filter is configured, the call will go via the default route.
Time filters are attached to call-flow actions under the time action by the arrow (
) icon. A call-flow action which has a time filter will have "timeswitch" shown as a tile on top of it.
You can hover over the timeswitch tile to see the time and day calls will be routed to that action.
The default route is connected to the clock icon (
) on the time routing action.
IVR/Menu Routing
The IVR call-flow action allows you to route calls to different call-flow actions, such as transfers, according to digits entered by the caller.
When a call comes through an IVR action, it plays a message, either using text-to-speech or an MP3 file, while waiting for digit input.
A number of advanced options also affect the call flow.
Attempts/retries (
): The number of attempts before a call is sent to the default route.
Digits (
): The number of digits to listen for.
Timeout (
): The duration in seconds before a call is sent to the default route.
Digit Timeout (
): The duration in seconds between digits (if more than 1).
Digits are attached to the IVR action by the arrow () icon and connections show which digits will route to which call-flow action. The default route is shown by the cross (
) icon.
If a valid option is entered, the call will be routed to the call-flow action shown under the option.
If an invalid option is entered or no input is detected, the retry policy (configured in advanced options) will come into effect. If the retry policy is higher than one, the IVR message will be played again while waiting for digit input. If the number of retries has been reached, the call will continue via the default route.
The default route is a call-flow action connected to the cross () icon.
If the default route is the IVR action itself (see below), the IVR message will be replayed until the maximum retries has been reached and then hang up.
If the default route is another call-flow action, the IVR message will be replayed until the maximum retries has been reached and then route to that action.
If retries/attempts is set to 1, the IVR will route to the default call-flow action after the timeout has been reached. This is often called the "hold for..." option.