Available Callflow Actions

Last Updated : Jul 19, 2021 |

The actions that can be included in a callflow are:

Start Point: This special action is present by in all call flows. It is simply the start point for the call flow to which other actions can be linked. While this action has General, Entry Prompts, Reporting and Results tabs they should not be used. Any settings added to those tabs will be ignored and should be applied through the tabs of the first additional action added to the call flow and linked to the Start Point.

Basic Actions

The following actions are used to control the routing of a call between actions.

Generic Action: Play a prompt entered through the Entry Prompts tab to the caller. Also used to enter custom commands for the voicemail server.
Speak Text Action: Enter text and then play it to the caller. Requires TTS to be enabled.
Menu Action: Branch the call flow according to the telephone button press made by the caller.
Goto Action: Go to another start point.
Disconnect Action: Disconnect the call or, for queued hunt group calls, return the call to the call queue.
Home Action: Return to the start point.
Module Return Action: Return to the start of a module.

These actions relate to the leaving and collecting of messages from a mailbox.

A caller can use these actions to change the settings of a user or hunt group mailbox.

Edit Play List Action: Re-record a prompt.
Record Name Action: Re-record a mailbox name.
Personal Options Menu Action: Change user or group settings.
Select System Prompt Language Action: Change the prompt language used for the call.

These actions relate to telephony functions such as call transfers.

Variable Routing Action: Route on a match to a variable such as the caller's CLI.
Route Incoming Call Action: Route a call depending on whether the call is internal or external.
Route by Call Status: Calls route is determined by why the reason the call was routed to voicemail.
Transfer Action: Perform an immediate transfer to the specified destination.
Whisper Action: Screened transfer.
Call List Action: Transfer to a user selected choice.
Dial by Name Action: Select user/group by keypad letters.
Assisted Transfer Action: Transfer the call and monitor whether the transfer has been completed. If not, link to other following actions.
Alphanumeric Collection Action: Callers use this action to input text and numeric values.
Park and Page Action: Park an incoming call and page a specific user extension or hunt group about the call.
Predictive Call Script Action: Create call flows for predictive calls made by Avaya Outbound Contact Express.

eMail Action: Email a recording.
Open Door Action: Open and/or close a door relay.
Alarm Set Action: Set an alarm call time.
Clock Action: Play the time to the caller.
Post Dial Action: Play a recording to an extension.
Remote Call Flow: Include call flows developed elsewhere in an existing call flow.

These actions are used to create branches in the call routing according to whether a value is true or false.

Test Condition Action: Test whether a condition is true or false.
Set User Variable Action: Set a variable to a particular value.
Test User Variable Action: Test the value of a variable.
Test Variable Action: Check if user dialing matches set digits.
Increment and Test Counter: Increment a counter and then test whether it now matches a specified value.
Decrement and Test Counter: Decrement a counter and then test whether it matches a specified value.

These actions relate to retrieving and adding data to a database.

These actions are associated with hunt group queues and are not available to user and short code start points.

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