Following the release of v18, we have also updated the Call Flow Designer (CFD) with new features. It is now possible to run actions concurrently. You can also retrieve and make use of queue statistics to adapt call flow logic accordingly.
Run actions in parallel
In order not to leave callers wondering what to do next, we’ve added a new “Parallel component” which allows you to execute a number of commands in tandem. For example, you can play a prompt such as “Please hold the line”, while the system is retrieving customer data from the database. Upon every successful branch execution, the system will proceed to the next component.
Adapt flows according to queue status
You can now retrieve queue statistics for Calls Waiting and Available Agents. With this feedback you can adapt and define the next steps in a flow. For example, if all agents are busy, you can proceed with a playback which states “All agents are busy, please try again later.”
Supporting DTMF input
We’ve extended the voice to text functionality by now also supporting DTMF input. Users can choose either to proceed verbally e.g “I want to speak to sales” or by DTMF input e.g. prompt: Press 1 for sales.
Other fixes and improvements
- Added support for tagging components.
- Added support for prompts playback on Prompt Collection Editor.
- Added "help text" for user defined variables.
Get the new CFD
To download the latest CFD you must be running 3CX V18. Any applications previously deployed on V16 will work on V18, without requiring any intervention.
- You can download the CFD from the Customer Portal
- Read the manual here
- View the complete Change Log
