Callflows. Caller ID Actions. Prepend

Modified on Wed, Jul 5, 2023 at 1:22 PM

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

Caller ID is a service that displays the caller's phone number and name on the recipient's phone or device before the call is answered. It enables the recipient to identify the caller and decide whether or not to answer the call. 
The Prepend feature allows the system users to add additional information to the caller ID to provide more context for the recipient before they answer the call. 

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 Prepend text to the configured call flow. The Prepend Block is located within the Caller ID 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 Prepend Block from the Catalog and integrate them into several places of the Callflow diagram. To include a text in the Caller ID of the person assigned to the Seat, the Prepend Block needs to be positioned ahead of the Seat in the call flow.   

When you drop the Prepend 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: 

  • Caller-ID Name Prefix: this is a feature that allows users to add a prefix or text to the caller's name that displays on the recipient's phone when receiving a call. 
  • Caller-ID Number Prefix: this is a sequence of numbers added to the beginning of a phone number that appears as the Caller ID when the recipient receives a call. 
  • Apply To: Clicking on this field will display a drop-down menu with two options.  
  • Original: by choosing this option, the Caller ID will be restored to its original state before applying the prepend. In case the Caller ID has already been prepended, this option will remove the existing prefix.  
  • Current: selecting this option will keep the Caller ID unchanged, including any existing prefix, and only add the new prefix to it. 

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

Within the Block, you will be able to see both Prefixes 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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