Call flow

/portal/call-flow

The landing page is Routing & call handling — a 3-column grid of cards, one per account type, with the existing count.

Card	Goes to	What it is
Voice agents	/portal/call-flow/voice-agents	AI phone agents built in the visual builder.
Auto attendants	/portal/accounts/attendants	Classic touch-tone IVR menus — welcome, dial-by-digit, dial-by-name, time-of-day routing.
Conferences	/portal/accounts/conferences	Always-on conference rooms with PINs and dial-in numbers.
Ring groups	/portal/accounts/hunts	Ring multiple extensions in sequence, parallel, or random order.
Call queues	/portal/accounts/acds	Automatic call distribution — queue callers, skill-route, and report on agents.
Paging groups	/portal/accounts/paging	One-way overhead announcements to a set of phones.
Service flags	/portal/accounts/srvflags	Time-of-day and on/off switches that other accounts branch on.
Park orbits	/portal/accounts/orbits	Numbered slots callers can park live calls into. Pick one up from any phone by dialling the orbit number.

Each card has Manage → and + New {singular}.

Call flow landing — eight cards in a 3-column grid.

Voice agents

/portal/call-flow/voice-agents

Voice agents are AI-driven phone-call workflows you design in the visual builder. This guide does not cover the builder itself — see Voice Agents - Portal User Guide.

The list page exposes:

Control	What it does
Title	Voice agents.
Subtitle	"AI phone agents that answer or place calls for your team. Each one follows a conversation you design."
+ New voice agent	Creates a new agent and opens the builder.
Tabs	All · Live · Drafts · Disabled — with counts.
Search	Filter by name, number, description.
Direction filter	All · Inbound · Outbound.
List / Cards toggle	Display style.

Each agent card / row shows the avatar, name, status pill (Live / Draft / Disabled), description, Direction, Account, Domain, and Delete / Open buttons.

Voice agents — All tab, one Live agent shown with direction/account/domain meta.

Shared list / create pattern

Auto attendants, conferences, ring groups, call queues, paging groups, service flags, and park orbits all use the same shell. The fields on the editor differ per type.

List page

Element	What it does
Breadcrumb	Directory / {Type Label}.
Title	The plural type label.
Subtitle	"{count} {singular}".
+ New {singular}	Opens the create form.
Table	Columns: Name (click to edit), Display, Detail (type-specific), Action (Edit →).

Create form — same fields as the + Add a person form for extensions, minus the personal name and email/password fields:

Field	Required	What it does
Extension number	Yes	3 to 15 digits. Validated for collisions against every other account on the tenant.
Display name	No	Optional friendly label.

Editor

Tabs vary by type (see each section). Every editor uses:

• A Sections sidebar on the left, with one card per section.
• The form on the right.
• A Filter… input in the tab strip.
• A sticky Save changes / Reset footer with a red Delete account button.
• A Hidden tab (visible fields, not normally edited) and a Raw JSON tab.

Auto attendants

/portal/accounts/attendants

Classic touch-tone IVR menus. Callers hear a recorded message and route by the digit they press.

Detail column in the list: "—".

Editor tabs: Edit · IVR · Webhooks · Hidden · Raw JSON.

Edit tab sections (left sidebar): Identity · Behavior · Direct destinations · Timeout handling · Redirection · Dial by name.

Common fields:

Field	What it does
Account number(s)	Semicolon-separated extension aliases.
Name / Short name / Pronunciation / Note field	Identity.
Caller ID	Outbound caller-ID.
Account class name	Reporting/billing tag.
Dial plan	Outbound dial plan for any callouts.
Timeout redirect / handling / wait	What happens if the caller says nothing.
Direct destinations 0–9	Per-digit prompt audio + destination + gap.
Welcome greeting (IVR tab)	Custom welcome audio + conditional alternates per service flag.
Entering the destination (IVR tab)	Toggle the spoken hints — dial by name, please enter extension, remain on line.

Auto attendants list — one entry (AA Test).

Conferences

/portal/accounts/conferences

Always-on conference rooms.

Editor tabs: Edit · Hidden · Raw JSON.

Edit sections: Identity · Behavior · Conference Star Codes.

Common fields:

Field	What it does
Identity	Account numbers, name, short name, pronunciation, note, caller ID, dial plan, account class.
IVR language	Language for moderator and greeting prompts.
Before entering the conference	Ask name / play join tone / silent.
Moderator access code	PIN that promotes the joiner to moderator.
Participant access code	PIN required to join. Blank = anyone with the dial-in.
PIN digit length	4–9 digits.
Numbers to auto-dial when entering	External numbers the conference dials at start.
Record conference / Compress recordings	Store the mixed audio.
Music on hold	What participants hear while alone.
Maximum participants	Room cap.
Entering / Exiting conference behaviour	Mute on entry, wait for moderator, etc.
Conference star codes	Moderator dial-pad shortcuts during the call.

Ring groups (Hunt groups)

/portal/accounts/hunts

The sidebar label is Ring groups but the page title and create button say Hunt groups. Both terms mean the same thing on this portal.

Used to ring several extensions for one inbound call.

Editor tabs: Edit · Hidden · Raw JSON.

Edit sections: Identity · Stages · Behavior · Redirection.

Common fields:

Field	What it does
Identity	Account numbers, name, short name, pronunciation, note, caller ID, account class.
Stages	Up to four cascading stages. Each stage: which extensions ring, ring duration, miss handling.
Announcement while ringing	Optional audio played to the caller.
Ring melody	Direct-call ring tone.
From-header	What ringing phones display.
Algorithm	Round-robin / longest idle / fewest calls / ordered / random.
Recording policy	Inherit / record / transcribe / both.
SPAM handling	Redirect and threshold for spam-scored calls.
Allow agents to redirect calls	Let answering extensions transfer the call.
Call-waiting for agents	Allow a second call.
Email for CDR reports / schedule / Email on missed calls	Reporting.
Music on hold source / Ringback source	What the caller hears.
Redirection	Night mode / after-hours destinations.

Hunt group editor — 234, sections sidebar with Identity selected.

Call queues

/portal/accounts/acds

Hold callers in line and distribute them to available agents. This is the most fully featured account type.

Editor tabs: Edit · Caller Setup · Calls · Agents · Call Log · Recorded Calls · Outbound Calling · Numbers · Webhooks · Hidden · Raw JSON.

Edit sections (left sidebar): Identity · Agent setup · Agent selection · Caller in queue · Miscellaneous · Monitoring · Redirection.

Common fields:

Section	Field	What it does
Identity	Display name	Descriptive label shown in admin lists and on agent phones.
	Caller ID	Outbound caller-ID presented when the queue redirects calls externally.
	Note field / Account class name	Admin notes and reporting tag.
Agent setup	Primary agents	Extensions that always belong to the queue.
	Self-enroll	Star code that lets other extensions join temporarily.
	Recovery time	Seconds of wrap-up after each call.
	Auto log-out after consecutive misses	Drop an unresponsive agent.
	Allow agents to redirect	Let agents transfer.
Agent selection	Queue algorithm	Round-robin / longest idle / fewest calls / ordered / random.
	Language skill routing	Match callers to agents by language.
	Ring stage duration / Agents per stage	How many agents the queue rings and when it widens.
	Pool conditions / assignments / colours / parameters	Group agents into pools with thresholds and wallboard colours.
Caller in queue	Welcome message / Wait message	The audio the caller hears.
	Queue position / Estimated wait time	Announce position and ETA.
	Callback option / Callback timeout	Offer a callback instead of holding.
	Music on hold source / Recording policy	Standard.
	Queue timeout / Timeout destination	Maximum wait and overflow target.
	Caller options 0–9 and #	Per-DTMF-key action + destination so the caller can opt out, leave voicemail, etc.
Miscellaneous	Dial plan / Max call duration / Email for CDR reports / Email on missed calls	Standard.
Monitoring	Stats	Live counts of calls, registrations, subscriptions.
Redirection	Night mode / after-hours	Where to send calls outside open hours.

Caller Setup tab subdivides into Audio, Upload Messages, Callback, Post-Call Survey, Outbound Calling, and the DTMF Caller Options grid.

Calls / Agents / Call Log / Recorded Calls / Outbound Calling / Numbers / Webhooks tabs are live and historical views around the queue.

Call queue editor — 200 (Test Queue), Edit tab, Identity section.

Paging groups

/portal/accounts/paging

One-way overhead announcements to a group of devices. Recipients can't talk back.

When the tenant has no paging groups, the page shows an empty state explaining the feature, a Create your first paging group button, and a "HOW A PAGING GROUP WORKS" card with three steps (Dial the page extension → Phones auto-answer on speaker → Announcer hangs up).

Editor tabs: Edit · Webhooks · Hidden · Raw JSON.

Edit sections: Identity · Members · Call Announcement.

Common fields:

Field	What it does
Identity	Account numbers, name, short name, pronunciation, note, account class.
Streaming mode	Codec and IP multicast address.
Destination	Extensions and accounts the page broadcasts to.
Show caller ID	Show who is paging.
Enable transfer into paging	Allow inbound calls to be transferred into the page.
Play announcement tone	Tone before audio.
LAN paging	Use peer-to-peer multicast on the LAN.
Codec	Audio codec.
Playback method / WAV file	Pre-recorded paging audio.
Play page to originator	The originator hears themselves.
Audio at page start / end	Optional jingles.
Maximum page duration	Cap the length.
Confirmation email address list	Notify these addresses when a page runs.
Event for sending emails / Attach audio	Reporting.
Call announcement	Announce inbound calls only when the account is idle.

Paging groups — empty state with explanation and "HOW A PAGING GROUP WORKS" card.

Service flags

/portal/accounts/srvflags

Simple on/off switches that other accounts (dial plans, auto attendants, queues) branch on — e.g., open vs. closed.

Editor tabs: Edit · Hidden · Raw JSON.

Edit sections: Identity · Mode & state · Schedule · Google calendar · Automatic page.

Section	Field	What it does
Identity	Account number(s)	The number callers and the system use to reach this service flag.
	Display name	Friendly name shown in directories and the editor.
	Short name	Compact label used where space is tight, like phone display screens.
Mode & state	Mode	Manual (you toggle it) or Automatic (a schedule toggles it).
	Current state	Set or Clear — visible only in Manual mode.
	Confirmation tone	Play a tone when the flag is toggled.
	When user calls this flag	Behaviour when the flag's number is dialled.
	PIN code	Required for an external caller to change state.
	Timezone	Used to evaluate the schedule.
Schedule (Automatic)	Logic	Active during the times below, or inactive during the times below.
	Mon–Sun	Time ranges per weekday.
	Holiday hours	Time ranges that apply on Holiday dates.
	Events / dates list	Dates that should use Holiday hours instead of the weekday rule.
Google calendar	Calendar identifier	Sync a Google calendar so its events populate Events automatically.
Automatic page	Page account / Flag controlling paging / Sound start / Sound end	Broadcast a paging group when the flag changes.

Service flag editor — 501 (test service flag), Identity section.

Park orbits

/portal/accounts/orbits

Numbered slots that hold a parked call until someone retrieves it.

Editor tabs: Edit · Webhooks · Hidden · Raw JSON.

Edit sections: Identity · Park behaviour.

Field	What it does
Account number(s)	The orbit slot number(s) callers and phones use.
Pronunciation	Phonetic spelling used by text-to-speech.
Note field	Admin-only note. Not used by the PBX.
Caller ID	Numbers this orbit is allowed to present as caller-ID.
Park behaviour	The message played to the caller after they are parked.

Park orbit editor — 123 (Test Orbit), Identity section.

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