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Voice Flow

Voice Flow

Description of Status:

Name Descriptions
ANSWER Call is answered. A successful dial. The caller reached the callee.
BUSY Busy signal. The dial command reached its number but the number is busy.
NOANSWER The dial command reached its number, the number rang for too long, then the dial timed out.
CANCEL Call is cancelled. The dial command reached its number but the caller hung up before the callee picked up.
CONGESTION This status is usually a sign that the dialled number is not recognised.
CHANUNAVAIL Channel unavailable. On SIP, peer may not be registered.
RECEIVED Call received in ivr system but not call forward happen.
MISSED Call received in ivr system but not agent responsed to the call.
COMPLETED Second leg is answered.

Call Strategies

Name Descriptions
parallel call all available agents until one answers
sequential Take turns calling each available agents
random Call random agents who ever available
fewest Call the one with fewest completed calls

We generate some of the variables in flow process, those can used to pass the information your system.

Varibles consist of alphanumeric characters and underscores, should always start with a letter, and do not have any kind of leading sigil (that is, they look like var_name, not $var_name).

All variables should be enclosed between a set of double curly braces {{}} braces. ex: @{{to}} You can access the Array of the variables with . dot notation. Example if you want to access the caller name information from caller object {{caller.name}}

FLOW VARIABLES

Name Scope Description
id global Call unique id
from global Call from number with country code
to global Call to number with country code
bridge global DID number with country code
start_at global Call Start time in YYYY-MM-DD h:i:s format
end_at global Call end time in YYYY-MM-DD h:i:s format
date global Current time in YYYY-MM-DD h:i:s format
unixtime global Current time in unixtime format
caller.country global Caller two letters country code. ex: IN (India) full list
caller.provider global Caller two letters operator code. ex: RJ (Reliance JIO)
caller.region global Caller two letters region code. ex: KA (karnataka)
caller.name global Caller name if avaliable in contacts
caller.email global Caller email if avaliable in contacts
outgoing.id step Outgoing call unique id
outgoing.parent_id step Outgoing call parent id
outgoing.from step Call from number with country code
outgoing.to step Call to number with country code
outgoing.caller_id step Caller id set to this call
outgoing.start_at step Call Start time in YYYY-MM-DD h:i:s format
outgoing.end_at step Call end time in YYYY-MM-DD h:i:s format
outgoing.country step Calling country prefix
outgoing.duration step Call duration incliding ringtime
outgoing.billing step Call billable duration
outgoing.status step Call status
outgoing.hangup_by step Who disconnect the call first (agent

Advanced output: Filters

Output markup can take filters, which modify the result of the output statement. You can invoke filters by following the output statement’s main expression with:

  • A pipe character (|)
  • The name of the filter
  • Optionally, a colon (:) and a comma-separated list of additional parameters to the filter. Each additional parameter must be a valid expression, and each filter pre-defines the parameters it accepts and the order in which they must be passed.

Filters can also be chained together by adding additional filter statements (starting with another pipe character). The output of the previous filter will be the input for the next one.

{{mobile|slice:-10 }}
{{caller.name|upper}}
{{date|date_format:'d/m/y'}}
Name Description
append append a string e.g. {{ 'foo' | append:'bar' }} #=> 'foobar'
ceil rounds a number up to the nearest integer, e.g. {{ 4.6 | ceil }} #=> 5
date_format reformat a date {{start_at | date_format:'d/m/Y'}}
default returns the given variable unless it is null or the empty string, when it will return the given value, e.g {{ undefined_variable | default: "Default value" }} #=> "Default value"
divided_by integer division e.g. {{ 10 | divided_by:3 }} #=> 3
downcase convert an input string to lowercase
escape html escape a string
first get the first element of the passed in array
floor rounds a number down to the nearest integer, e.g. {{ 4.6 | floor }} #=> 4
lstrip strips all whitespace from the beginning of a string
minus subtraction e.g. {{ 4 | minus:2 }} #=> 2
modulo remainder, e.g. {{ 3 | modulo:2 }} #=> 1
plus addition e.g. {{ '1' | plus:'1' }} #=> 2, {{ 1 | plus:1 }} #=> 2
prepend prepend a string e.g. {{ 'bar' | prepend:'foo' }} #=> 'foobar'
round rounds input to the nearest integer or specified number of decimals e.g. {{ 4.5612 | round: 2 }} #=> 4.56
rstrip strips all whitespace from the end of a string
size return the size of an array or string
slice slice a string. Takes an offset and length, e.g. {{ “hello” | slice: -3, 3 }} #=> llo
split split a string on a matching pattern e.g. {{ "a~b" | split:"~" }} #=> ['a','b']
strip strips all whitespace from both ends of the string
times multiplication e.g {{ 5 | times:4 }} #=> 20
upcase convert an input string to uppercase
url_encode url encode a string

Strings. Literal strings must be surrounded by double quotes or single quotes (“my string” or ‘my string’). There is no difference; neither style allows variable interpolation.

Integers. Integers must not be quoted.

Booleans and nil. The literal values true, false, and nil.

Other variable within variable

Sometimes you want to use the other variable value with in variable to get the right value

[] can used to pass the variable with in other variable. ex: {{questions.[jump].name}}

Here we are using jump variable to get the original value of question.

it will be question.0.name, question.1.name, question.2.name

Variables in play

We can define how to treat the variables while playing.

digits we want to say as digits, we can use {{otp@digits}}

number we want to say as number, we can use {{otp@number}}

play we want to download the mp3 file and play, we can use {{clip@play}}

sound to play in build sound files, we can use {{clip@sound}}

3-way calling

We can convert a 2-way call into 3-way.

Press # while you are in call. Then enter the receiver number.

After you are connected to the third person, press ** to convert the call into conference.

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