Callflows. Advanced Actions. Pivot

Modified on Wed, 05 Jul 2023 at 01:06 PM

Description: This is how the Pivot Action works and how it can be integrated into call flows

The Pivot Action Block is used in call flows to send API requests to the server to receive instructions on how to manage the call. In addition, it is capable of sending instructions to the server to perform actions that are not part of the call flow. 

After creating a new call flow and completing the Main Callflow Block with essential information, you can implement the Pivot Action to the configured call flow. The Pivot Block is located within the Advanced group of Actions in the Catalog of Actions on the Callflow Configurator's right-hand side.

By using the drag-and-drop technique, you can transfer the Pivot Block from the Catalog and integrate them into several places of the Callflow diagram depending on your design of the call flow.

When you drop the Pivot Block onto the Callflow diagram, a pop-up window will appear displaying the various parameters of the Block that need to be configured.

Three parameters need to be configured in that section: 

  • URL: the purpose of this field is to contain the URL of a server that you have selected, which will be used to process your requests when an incoming call reaches the Pivot Action Block
  • Method: when you click on this field, a drop-down menu will appear that offers two API methods. The "GET" method is used to request instructions from the server, whereas the "POST" method is used to send instructions to the server. 

  • Format: clicking on this field will bring up a drop-down menu that presents two primary formats that the Ooma Enterprise servers can work with.

TwiML is an abbreviation for Twilio Markup Language, which comprises a set of XML elements utilized to direct Twilio on how to manage both incoming and outgoing calls and messages. TwiML is used for creating interactive voice response (IVR) systems, call forwarding and routing, and conference calling. 

Kazoo is Ooma Enterprise’s in-house format that serves the same purpose.
If you need assistance in selecting the appropriate format for working with our servers, kindly follow this link to contact our Support team

A properly configured Pivot integrated into a call flow will be displayed as follows.

Within the Block, there is no indication of all the previously set URL and API command values.

Once changes in the Callflow diagram have been made, the "Save" button will become active, and clicking on it will open a drop-down menu with three saving options. 

  • Save Changes: by clicking this button, you will easily save all of the changes you have made. 
  • Save and Duplicate: clicking on this button will save all modifications made to the current call flow and create a new call flow that duplicates the original. The name of the duplicated call flow will include the name of the original call flow, followed by the word "copy"

The main Block of the duplicated call flow, which displays the extension and phone numbers in the original call flow, will be left blank. 

  • Save and Create: clicking on this button will save all modifications made to the current call flow and create a new empty call flow
  • Cancel: clicking on this button will cancel any modifications made to the call flow. If changes have been made, the system will prompt you to confirm the cancellation of those changes.

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