Callflows. Caller ID Actions. Reset Prepend

Modified on Thu, Jan 11 at 1:18 PM

Description: This is how the Reset 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.

The Reset Prepend Action is employed to remove additional information appended to the caller ID. The Reset 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 Reset Prepend Block from the Catalog and integrate it to an existing call flow after the Block where the Prepend was configured and before the Block where the extra information is no longer required for identification.

When you drop the Reset Prepend Block onto the Callflow diagram, no pop-up window will appear for parameter settings. This Block simply cancels out the Prepend Block that you previously set above in the call flow. A properly configured Reset Prepend Box integrated into a call flow will be displayed as follows.

Within the Block, there is no indication of the additional information you resets.

As an example, consider a call flow given in this article, where every incoming call has the prefix "Sales" added to the caller ID for easy identification of the call's purpose. These calls are directed to the Sales Call Center (Ring Group), which handles various call types, including those related to sales. When the call center agent receives a call with the "Sales" prefix in its caller ID, they understand the call's purpose beforehand. If no one responds to the call in the call center, such as after business hours, the call is then directed to a dedicated voicemail box designed to store messages for Sales inquiries. In this scenario, there's no need to retain the "Sales" prefix in the caller information, so it can be removed using the Reset Prepend Action Block positioned before the voicemail.

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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