Term
Definition
Action
Any of the twelve programmable functions (Over-Ride, Schedule, Message, Menu, etc.) that determine how a call is handled.
Alias
Another instance of an action in a call flow. Each instance inherits the properties of the original action and is identified by an underline as follows:
To create a call flow with multiple instances of an action, each with different properties, assign the actions unique names.
Sends a call to an external telephone number. Also used for paging and sending text messages.
Answer Supervision
A signal sent by the telephone system when it is connecting a call to indicate that the called party has answered. Supervised transfers require answer supervision; blind transfers do not.
Attendant Transfer
Sends a call to the extension designated as the attendant by the System Administrator.
Dials the destination and then releases the call regardless whether the destination is busy or not answering.
Call Flow
The series of actions programmed by the call flow owner, which controls how a call is handled.
Call Flow Owner
Can be either an extension user or the System Administrator. Extension users program personal call flows, which are associated with their own voice mailbox. The Administrator programs the corporate or line group call flows, and can also add, modify and delete personal call flows.
Call Flow Tree
The graphic representation of the call flow hierarchy.
(Action) The four types of call transfers that you can add to a call flow to route an incoming call: Blind Transfer, Supervised Transfer, Screened Transfer, and Alternate Transfer
(Action) Handles incoming calls certain ways, depending on the caller ID. For example, a call flow owner may configure the Caller ID action to send his manager's calls to his voice mailbox, and send his calls from home to his cell phone.
(Action) Sends the incoming call to the NuPoint Unified Messaging Dial-by-Name application, which allows callers to key in the name of the party they wish to reach.
Gathered Digits
The collection of digits that are dialed to make a call to the desired phone or mailbox.
Greeting
See Message.
Interflow
Interflow allows calls to be transferred from one call flow directly into another call flow. You use the Transfer and Voicemail actions to transfer a call to another call flow (outgoing interflow), and you use the Override action to determine the call flow for a call that comes in from another call flow (incoming interflow).
(Action) For handling calls based on whether their origin is internal or external.
Line Group Call Flow
Call flow for handling calls to the company's main telephone number(s). Available for programming by the Administrator only.
(Action) List of recorded voice prompts to which a caller would listen for call-directing instructions. For example, "If you know the extension of the person you wish to reach, press 1. To speak to the sales desk, press 2. To speak to an attendant, press 0." The caller must then press the desired key, or hang up.
(Action) A recording played for a caller. Includes greetings and menu prompts. The call flow owner records the message using their phone.
Multi-key
A Menu option that allows callers to enter multiple digits (for example, extension numbers or voice mailbox numbers).
(Action) Alters the normal call flow for temporary situations such as vacation absences or unexpected office closures. Overrides can be turned on and off from any touch-tone telephone and from Call Director.
Personal Call Flow
Call flow administered by the end user. Personal call flows are associated with the end user's voice mailbox. Administrators can add, delete or modify personal call flows.
Properties
The parameters, such as the destination for a call transfer, that are specific to an action.
Similar to a Supervised Transfer, except that the caller's name is first recorded and then played back to the called person. The called person has the option to accept or reject the call.
A transfer that requires the called party to answer; otherwise, the caller is reconnected for further processing.
Outcome of an action. Some actions have multiple results—for example, a Supervised Transfer has Busy, No Answer, or Invalid as its result.
(Action) Consists of time slots that define work hours and off hours; therefore, if a user sets their work hours, then a call flow will be treated differently after work hours. In addition, Schedule includes an optional set of holiday hours.
(Action) Sends the incoming call to a voice mailbox programmed by the caller flow owner or obtained from the caller.
Template
A call flow with pre-defined properties and results for all the actions.