VoiceQ365 · Call Flow Designer

View and manage the complete call flow visually.

See the complete path from phone number and auto attendant to call queue and agent in one view – and make the relevant changes in the same place.

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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 complete relationship becomes harder to 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

Explore the core workflows in Call Flow Designer.

The views show how call flows, dependencies and administration can be handled together.

Call Flow Designer showing the complete call flow 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

Work with the call flow without losing the complete picture.

The visual structure brings relationships and administration into the same workflow.

See the complete call path

Follow the relationship 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

What to know 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 automatic conversions, call queues, associated numbers, opening hours, resource accounts and agents.

What does the visual view provide?

It displays the relationships from phone number and automatic conversion to call queue and employee so that the administrator can understand the whole before making a change.

Does it require access to Microsoft Teams admin center?

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

Can responsibility be delegated across multiple administrators?

Yeah. Through Coherence, roles and access can be defined according to the organisation, tenant or telephone objects with which the individual must work.

Are changes documented?

Changes can be followed through the audit trail in Coherence so it is possible to see who has made a change.

Does Call Flow Designer replace Microsoft Teams Phone?

No. Microsoft Teams Phone handles the calls. The Call Flow Designer extends the administrative possibilities of automatic conversions and call queues.

Where is data processed and stored?

Coherence runs in Microsoft Azure. The geographical location depends on the specific delivery. If your organisation has specific data location requirements, we'll clear them as part of the solution.