Call flow: all blocks

What it is for

The call flow describes what happens to a call on the script number: announcement, key menu, branching by weekday and time of day, handover to a queue. You drag blocks onto a canvas and connect their outputs. The media server reads the saved flow on every call and processes it starting from the block Connect Call.

As soon as a flow is saved, it takes precedence over the greeting text of the script. A call always follows exactly one output. If the selected output is not connected, the flow ends and EasyUC hangs up.

On request, the editor shows running calls on the block at which they currently are.

Prerequisites

Licence module acd or teams. The block Agent (Skill) appears only with the module acd.
Permission: ROLE_APP_ACD_WORKSPACE and ROLE_APP_ACD_SCRIPTS to view, also ROLE_APP_ACD_SCRIPTS_EDIT to change. Administrators with ROLE_APP_ADMIN, ROLE_OWNER, ROLE_ADMIN or ROLE_SUPER_ADMIN have all rights of the area.
A saved script with a number (chapter "Create a script with a number").
For speech blocks: a voice for the language you want (chapter "Announcements and voices").
For the handover to an attendant console: a queue of the attendant console that points to this script.

Step by step: Build and save a flow

Open Calling Features → Calls → Calling Features.
In the row of the script, click the Call Flow icon.
From the list Blocks on the left, first drag Connect Call onto the canvas. It is the entry point.
Drag the other blocks onto the canvas.
Connect the blocks: drag from the output point on the right of a block to the input point on the left of the next block.
Click a block. Its properties appear on the right.

Original view for this guide Go to step 6
Choose blocks on the left and connect them in the centre. Properties of the selected block appear on the right.

EasyUC · Lab/demo environment
Visual call flow

The actual flow editor with call handling, a DTMF menu, and weekday and time-of-day rules.
Fill in the properties and click Apply. Only then are the outputs of menu, weekday and time of day adjusted to the number of options or rules.
Check announcement texts with Preview voice.
Click Save flow at the top. The indicator Saved confirms the operation. The editor also saves position changes by itself.
Call the script number and click Show active calls. The editor marks the block at which the call is. A click on the marker shows Caller, On block, Since and the call ID.

Step by step: Example with opening hours, menu and queue

Place Connect Call and connect it to Weekday.
In the block Weekday, leave the rules Werktags (weekdays, Mon to Fri) and Wochenende (weekend, Sat, Sun) in place and click Apply.
Connect output 1 (Werktags) to a block Time of day. Enter a rule 08:00 to 17:00 there, delete the second rule and click Apply. The block now has two outputs: 1 for the opening hours, 2 for "otherwise".
Connect output 1 of Time of day to a block Menu (DTMF). Enter the announcement text, for example "For reception press 1, for accounting press 2", and maintain the options 1 and 2.
Connect output 1 of the menu to a block Queue whose field Agents (numbers) stays empty. This script must be assigned to a queue in the attendant console.
Connect output 2 of the menu to a Play AI Text and this one to Hang up.
Connect the output "otherwise" of Time of day and the output Wochenende of Weekday to a Play AI Text for the announcement outside the opening hours and this one to Hang up.
Click Save flow and test every branch with a call.

Fields and options: Blocks

Fields and options: Blocks
Field / action	Meaning and use
Connect Call	Entry point. No input, one output. No fields.
Play AI Text	One input, one output. Field Text (spoken by AI), plus the speech fields (see below). The audio file is generated once and cached. An empty text is skipped.
Play Soundfile	One input, one output. Field Sound file (mp3/wav) for uploading. See section "What the runtime executes".
Menu (DTMF)	One input, one output per option. Prompt text (AI), below it Options (DTMF) with key (at most 2 characters) and Label; Add option adds a row. Default: options 1 and 2. The announcement plays at most twice, and per run EasyUC waits 5 seconds for a key. The key may already be pressed during the announcement. Without valid input the call is hung up.
Weekday	One input, one output per rule plus a last output "otherwise". Per rule Branch label and the days Mo (Mon) to So (Sun); Add branch adds a rule. Timezone, default `Europe/Berlin`. Default: Werktags (weekdays, Mon to Fri) and Wochenende (weekend, Sat, Sun).
Time of day	One input, one output per rule plus "otherwise". Per rule Branch label, start and end as a time. The start is included, the end is not. Timezone, default `Europe/Berlin`. Default: Day 08:00 to 18:00 and Abend (evening) 18:00 to 22:00. The first matching rule wins.
Route to Numbers	One input, two outputs. Ring these numbers (separated by commas, for example `8001,8002`), Ring time (s), default 20. Output 1 = answered, output 2 = all busy or no answer.
Queue	One input, one output. Agents (numbers), Hold media with AI text or Sound file, plus the text of the waiting announcement or the file. If the script is assigned to a queue of the attendant console, this block hands the call over to the queue; the field Agents (numbers) stays empty for this.
Agent (Skill)	One input, three outputs. Required skill (or Any logged-in agent), Teams (without a selection all agents with the skill), Distribution: One after another (longest idle first) or All at the same time, Ring per agent (s) 5 to 120 (default 20), Give up after (s) 10 to 1800 (default 180), While waiting with AI text or Sound file. Outputs: 1 = an agent has answered, 2 = all agents asked have declined, 3 = nobody picked up or no agent was logged in.
Call Redirect	One input, no output. Field Redirect to number.
Hang up	One input, no output. Ends the call.

Fields and options: Speech and editor

Fields and options: Speech and editor
Field / action	Meaning and use
Voice engine	Local (Piper · offline) or ElevenLabs (Cloud). The cloud engine can only be selected if an API key is stored.
Language / Voice gender / Voice	Default from the script. With ElevenLabs, Language and ElevenLabs voice instead.
Preview voice	Generates the announcement and plays it in the browser. Message on success: Erzeugt & im Cache gespeichert (generated and stored in the cache).
Apply	Writes the properties into the block and adjusts the outputs.
Delete block	Trash icon in the properties. Removes the block with its connections.
Show active calls	Shows running calls with their position in the flow and displays their number.
Limits	At most 500 blocks per flow, texts at most 4000 characters, per call at most 50 blocks in a row.

What the runtime executes

The editor saves all eleven blocks. Of these, the media server of version 4.8.7 executes: Connect Call, Play AI Text, Menu (DTMF), Weekday, Time of day, Queue and Hang up.

Queue hands the call over to the queue of the attendant console to which the script is assigned. Without an assigned queue the block speaks the waiting text once and follows the first output; the call is not distributed to the agent numbers entered.

Play Soundfile is skipped, and the flow continues at the output. At Route to Numbers, Agent (Skill) and Call Redirect the flow ends and EasyUC hangs up. Therefore plan flows for production with the executed blocks, and after an update check with a test call whether the behaviour has changed.

Check the result and narrow down errors

After Save flow, Saved is shown at the top. The status line states the number of blocks and connections.
Test every branch: opening hours, outside the opening hours, every menu key, no input in the menu.
SPEICHERN FEHLGESCHLAGEN: HTTP … (saving failed) with a message from the server: the flow was rejected, for example because a text is too long.
Auto-Speichern fehlgeschlagen (auto-save failed): the connection to the server was interrupted. Click Save flow.
Bitte zuerst einen Text eingeben. (please enter a text first) A preview without text is not possible.
Vorhören fehlgeschlagen (HTTP …). (preview failed) The speech service did not respond. Check whether the media server is running.
The call ends immediately after a branch: the selected output is not connected. For menu, weekday and time of day there is no fallback to the first output.
A new option or rule has no output: you did not click Apply after the change.
The call branches at the wrong time: check the Timezone in the block. An unknown time zone is treated like Europe/Berlin.
Keys in the menu are not recognised: the phone or the trunk must send DTMF as signalling (out-of-band or RFC 2833).