Virtual Line Application

IVR / Call Flow

User Guide
User Guide
 Overview
Upon opening the application, a list of different available flows and/or hotlines is visible at a glance for
easier workflow management.

Note the following Role Access:

● Owner/Admin - Can make instant changes to the VL configuration (Edit > Make change > Test > Deploy)
● Member - If given access to the app, any changes made by a Member will be submitted to the Admin for
approval first before deployment. (Edit > Make change > Test > Request to go live > Owner/ Admin approve > Deploy)
1. Configuration
Configuration Window
This is where the call
flow is created. Users
can create different
call flows for the
following relative
scenarios:

● Office Hours
● After Office
Hours
● Public Holiday
Work Time
Working hours must be set accordingly. The system will determine and run the call flow based on
the time/date the call is received.
*The system auto-imports Public Holidays officially announced by the Govt (applicable for SG & VN).
Creating/Editing a Call Flow
In order to start creating a After the configuration, the Users also have options to:
call flow or make any user can either: ● Import a call flow
changes to the existing ● Make a test call ● Export a call flow
configuration, the admin ● Deploy the changes ● Show version history
must first click the Edit ● Go back to the
button. previous version
Owner/Admin Access

Show version history (stores 5 latest versions)

Save and launch this version (deploy)
● Version name and its status (Draft or Active)
● Created date and time
● Launch now: Tick Publish now > Publish
● Changes made by whom
● Launch later: Choose date and time > Schedule
● Actions:
● Add note: optional ○ Rollback to an old version
○ Delete a version
Member Access

Owner/Admin can choose either to test the flow, approve

(launch), reject or postpone reviewing this draft (back to the
If a Member wishes to make changes to the call flow, stable version).
they have to send a Request to the Owner/Admin for
approval and wait for deployment.
If review is postponed, they will be reminded of the draft until
they approve/reject it.
 Call Flow Options/Commands
● Gather Input - Used for creating an Interactive
Menu
● Transfer Call - Directly forwards the caller to a
Phone number, Extension, or Call Centre Queue
● Record Call & Notify - For missed calls & voicemail
options. Notification can be sent via Email and/or
SMS
● Play Message Only
● Forward to - Directs the flow to a previous block or
jump to a separate flow
● Set Condition - Calls that satisfy the conditions set
will be forwarded to the specified destination or
command
● Confirm - Used if Caller confirmation is needed
● Webhook - Used for delivering Virtual Line data to
other third-party applications real-time.
● Genie - Supports Authentication flow (Wallboard) to
verify identity or to validate the authenticity of data.
 Gather Input Settings
Main IVR configuration dialogue:
● Supports TTS (text-to-speech) or MP3 file
upload
● The message box is currently limited to
450 characters. You can add more
messages in different languages.
● Multiple language and accent options to
choose from
● Customizable pitch: the degree of
highness or lowness of a tone; from 0
(lowest) to 9 (highest)
● Customizable speech rate: the speed;
from 0 (slowest) to 9 (fastest)
● Gender of the voice options
Play Times - Choose how many times the
message is played
Caller Input Timeout - Limit the time for
the caller to input their response
 Transfer Call Settings
Transfer calls to external phone Forward calls to BizPhone extension: Forward calls to Call Centre
numbers ● Forward to specific extension ● Transfer calls to specific Queues set in
● Allows transfer to multiple lines at ● Forward to Extension Group Wallboard to be handled by assigned
once ● Allow caller to press extension keys Agents
● Incoming call Caller ID options directly
Record Call & Notify Settings
Receive notifications via:
● Email
● SMS - enable this feature to send SMS to:
○ The caller
○ Last input number (e.g. if in the previous
step you require the caller to leave the
contact number and they enter a
response, that’s the last input number)
○ A specific number

Allow callers to leave a voicemail. Recording

link will be included in the notification.
Integrate with external software by enabling
Webhook
Set Condition
Condition Types:
● Match Pattern - caller's number
matches a predefined pattern
● In Date Range - Call is received within
predefined dates
● In Time Range - Call is received within
predefined time frame
● Day of the Week - Call is received on
predefined Day
● Upload Numbers - Caller matches any
of the numbers uploaded to the system
● Validate Expression - Caller matches
predefined Regex
● Otherwise - if the call does not match
with any condition above
Confirm
Caller can confirm their
action by pressing 1 or go
back the previous step by
pressing any other digits.

*"1" is default and cannot be

changed.
Webhook
Deliver Virtual Line data to other
applications as it happens, meaning you get
data immediately.
2. Blacklist
Blocking a Number
For cases of Unwanted Calls (e.g. fraud, spam, phishing), you may block a specific number from
going through the Virtual Line number. It works by filtering the incoming call ID through the list
before pushing it through the workflow. Users may also block calls from Private/Anonymous
Numbers (set by default) if preferred.
3. History
 Call History
All incoming calls receive through the Virtual Line will be recorded in the system with complete
details, and can be exported if required.

*The portal only stores up to three (3) months of data. If user requires older data (up to 6months) they may contact Support to assist
with extraction.
Search Parameters
Users can do quick data filtering based on time frame.
They may also further filter results based on:
● Press Digits - only shows calls where caller pressed an option in
response to the Menu
● Endpoint - shows calls transferred to a destination outside of the
Virtual Line
● Voice Mail - shows calls that has a Voicemail link
The system also supports specific searches by phone number.
4. Integration
Third Party Software Integration
Virtual Line also supports Third-party Software (CRM/Ticketing)
Integration. This function allows the Virtual Line to generate a ticket or send
a notification with complete call details for every incoming call received.

Out-of-the-box Integrations include:

● Freshdesk
● AgileCRM
● Zendesk
If User has a different CRM/Ticketing software, they may try integrating using the
following options:
● Generic Ticketing
● HTTPS Notification

*Otherwise, User may also request for custom Integration (Engineering and/or Technical Support
Fees may apply)
Freshdesk
AgileCRM
Zendesk
Generic Ticketing
HTTPS Notification
5. Settings
Missed Call Settings
In the Settings tab, Admin can configure a general missed call notification endpoint. From here,
all missed incoming calls will be recorded and a notification will be sent to the assigned email.
System also supports sending SMS notification (usage charges apply).
Thank You