Callflows. Advanced Actions. Response

Modified on Wed, 05 Jul 2023 at 01:07 PM

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

The Response Action operates in such a way that when a caller is unable to connect with a recipient, the phone system generates a SIP error code that signifies the cause of the failure. 

SIP stands for Session Initiation Protocol, which is a communication protocol used in phone systems to initiate, modify, and terminate real-time sessions that involve voice, video, messaging, and other types of multimedia communication.

SIP is widely used in Voice over Internet Protocol (VoIP) systems, which enable phone calls to be made over the internet rather than through traditional phone networks.

After creating a new call flow, completing the Main Callflow Block with essential information, and assigning a Seat to the configured call flow, you can implement a Response to the configured call flow. The Response 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 Response 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 Response 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: 

  • SIP Code: the purpose of this field is to input an appropriate SIP error code that corresponds to a given scenario designed for this call flow
A SIP error code is a numeric value that represents the status of a SIP request and is utilized by communication systems based on SIP to provide users with feedback about the outcome of their requests. When a SIP request is unsuccessful, the system will respond with a relevant SIP error code that highlights the cause of the failure. 

SIP error codes are standardized by the Internet Engineering Task Force (IETF), which is responsible for developing and maintaining the SIP protocol.

To gain a better understanding of SIP error codes, one can refer to an article available at this link.
  • Message: the phone system usually includes a message or reason phrase along with the generated SIP error code, which offers additional information about the error for better context. 
  • Media: it is possible to supplement the message with a custom media file. Clicking on this field will show a drop-down menu that displays all the available options. 

All media files you have created are also available in the Media Section of the Phone System App.

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

Within the Block, you will be able to see the SIP Code you set earlier.

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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