VoiceQ365 · Call Flow Designer

Understand and manage the full call flow visually.

Trace the path from phone number through auto attendant and call queue to the agents who receive the call, then manage the relevant settings from the visual workflow.

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For Teams administrators, service desk teams, Teams Phone owners and partners.

The challenge

Every part of a call flow affects the next.

Phone numbers, auto attendants, opening hours, voice prompts, call queues and agents all affect one another. When they are managed separately, it becomes harder to maintain the overview and assess the impact of a change.

The components are often shown separately

Phone numbers, auto attendants, call queues and agents are managed as separate objects.

The relationships across the call flow become harder to understand and maintain.

One change can affect several steps

Opening hours, menus, transfers and queue settings affect the call’s onward path.

You need to understand the impact before making the change.

Access should be limited to the Teams Phone task

A user may need to manage a call queue or auto attendant without being responsible for the rest of the Microsoft tenant.

Access should match the task.

Call Flow Designer in practice

See the core workflows in Call Flow Designer.

Use the visual views to understand call-flow dependencies, configure queues and delegate administration.

Call Flow Designer showing the call path from phone number to agent

Overview

Follow the call path from phone number through auto attendant and call queue to the agent.

VoiceQ365 module

From overview to change

Manage part of the call flow without losing sight of the wider structure.

The visual structure shows how Teams Phone objects are connected and lets authorised users manage them within the same workflow.

Trace the call path

Trace the path from phone number through auto attendant and call queue to the agents who receive the call.

Manage auto attendants and queues

Manage basic settings, associated phone numbers, opening hours and queue configuration from the visual structure.

Limit administrative access

Use Coherence to define who may view or manage the relevant Teams Phone objects.

Access, roles and audit trail are managed through Coherence.

Questions about Call Flow Designer

Common questions about visual call flow administration.

What can be managed in Call Flow Designer?

The module is used to view and manage Microsoft Teams Phone objects such as auto attendants, call queues, associated phone numbers, opening hours, resource accounts and agents.

What does the visual view provide?

It shows the relationships from phone number and auto attendant to call queue and agent, helping the administrator understand the complete call flow before making a change.

Does it require access to Microsoft Teams admin center?

No. Call Flow Designer is accessed through Coherence, where access can be limited to the relevant Teams Phone tasks without direct access to Microsoft Teams admin center.

Can responsibility be delegated across multiple administrators?

Yes. Through Coherence, roles and access can be defined according to the organisation, tenant and Teams Phone objects each administrator needs to manage.

Are changes documented?

Changes are recorded in the Coherence audit trail, making it possible to see who made each change.

Does Call Flow Designer replace Microsoft Teams Phone?

No. Microsoft Teams Phone handles the calls. Call Flow Designer extends the administration of auto attendants and call queues with a visual workflow.

Where is data processed and stored?

Coherence runs in Microsoft Azure. The geographic location depends on the specific delivery. If your organisation has specific data residency requirements, we clarify them as part of the delivery.