Initial Action

This topic provides an overview of the Initial Action component, and describes its restriction, configuration, as well as supported connections.

Component restriction

Each call flow contains exactly one Initial Action component. This component is automatically added upon call flow creation and can not be deleted.

Component introduction

Initial Action component is the entry point of a call flow. It allows you to specify the phone number(s) that callers can dial to initiate the flow, and optionally configure an audio prompt to welcome callers or provide instructions for them.

Supported number types
You can assign extension number or trunk DID number(s) to the component.
Number Type Description
Extension Number The system reserves a range of extension numbers for call flow - 6900 - 6999.

By default, the first available extension number within the range is assigned upon call flow creation, you can also assign a custom number outside the reserved range.

Note: To change the default extension range for call flow, go to PBX Settings > Preferences > Extension Preferences > Call Flow.
Trunk DID Number(s)

You can assign trunk DID number(s) to the component when creating a call flow.

Note:
  • To customize DID numbers for SIP trunks, go to Extension and Trunk > Trunk > DIDs/DDIs.

  • If a DID number is assigned to both call flow and inbound route, the call flow takes precedence.

    Inbound calls to the DID number will be routed to call flow when it is ENABLED; otherwise, calls will be routed to the destination defined in inbound route.
Supported prompt types
You can add audio prompt(s) or a text-to-speech message to interact with callers.
Prompt Type Description
Custom Prompt Choose from existing custom prompts, or create a new one by recording with an extension or uploading an audio file.
Music on Hold (MoH) Choose from existing MoH.
Note: Before you begin, make sure the desired MoH is configured in PBX Settings > Voice Prompt > Music on Hold.
Text to Speech (TTS)

Enter the desired text, which will be converted to speech in the selected language and voice style.

Note: Before you begin, make sure the Text-to-Speech feature is enabled in Integrations > AI.

Component configuration

  1. After creating a call flow, click Initial Action component to proceed with the configuration.

  2. Specify the number(s) that callers can dial to initiate the call flow.

    Item Description
    Number Retain the default extension number, or customize a number.
    Note:
    • The custom number can fall outside of the default range (6900 - 6999).
    • Once saved, the number can not be modified.
    DID Optional. Select one or more trunk DID number(s) from the drop-down list.
    Note:
    • Up to 500 DID numbers are supported. Note that the more DID numbers assigned, the longer it takes to match inbound call with the call flow.
    • Inbound calls from DID numbers can be routed to the call flow only in the following cases:

      • If the received DID number is 7 digits or fewer, it exactly matches a configured DID number.

      • If the received DID number is longer than 7 digits, its last 7 digits exactly match a configured DID number.
  3. Optional: Configure audio prompt(s) or a text-to-speech message to welcome callers or provide instructions for them.
    Item Description
    Custom Prompt

    1. Click Custom Prompt.
    2. Specify custom prompt(s).
      Note: Up to 5 custom prompts are supported.
      • To choose from an existing prompt, select it from the drop-down list of Prompt.
      • To use a new prompt, click Record New to record prompt with an extension, or click Upload to upload an audio file.
        Note: The new prompt will be saved in PBX Settings > Voice Prompt > Custom Prompt.
    3. Optional: To play the custom prompt(s) in a loop, select the checkbox of Enable Loop Playback.
      Note: The looped prompt will be overridden if the next connected component is configured with a prompt.
    Music on Hold (MoH)

    1. Select Music on Hold.
    2. Select an existing MoH from the drop-down list of Music on Hold.
    Note: The MoH will be overridden if the next connected component is configured with a prompt.
    Text to Speech (TTS)
    1. Select Text to Speech.
    2. Complete the rest of the configurations.

      The system will convert the text into speech based on the settings.

      Note: The new speech will be saved to the system and synchronized to PBX Settings > Voice Prompt > Custom Prompt.
  4. At the bottom-right corner, click Confirm.

    The selected number will appear on the component.

Component connections

Initial Action component can be connected to one component, which can be any of the components listed below.

Component Description
Prompt

Prompt component allows you to play audio prompt(s) or a text-to-speech message to callers.

For more information, see Prompt.
Business Hours

Business Hours component allows you to route calls to different destinations based on the time of day.

For more information, see Business Hours.
Menu Menu component allows you to present callers with a set of menu options, and route calls based on the DTMF digit they press.

For more information, see Menu.
User Input

User Input component allows you to collect DTMF digits from callers, typically used with Condition component to evaluate user input and route calls.

For more information, see User Input.
Language

Language component allows you to change the system prompt language for subsequent components in a call flow.

For more information, see Language.
Record Record component allows you to start recording a call upon the caller being connected to another participant, and optionally configure prompts to inform call participants at the start and during the recording. Alternatively, you can use the component to disable call recording for calls that are supposed to be recorded.

For more information, see Record.
Dial by Number

Dial by Number component allows callers to directly dial a number to reach the destination.

For more information, see Dial by Number.
Dial by Name

Dial by Name component is one of the end components to terminate caller's connection to the current call flow. It allows callers to reach extension user by entering the first three letters of the user's name.

For more information, see Dial by Name.
Transfer

Transfer component is one of the end components to terminate caller's connection to the current call flow. It allows you to transfer callers to a designated destination, and optionally configure prompts to inform them of the transfer.

For more information, see Transfer.
Hang Up Call

Hang Up Call component is one of the end components to terminate caller's connection to the current call flow. When callers are routed to the component, the call will be disconnected.

For more information, see Hang Up Call.
Condition Condition component allows routing calls based on logical expressions.

For more information, see Condition.
Loop Loop component allows a group of components to be executed repeatedly, either for a specified number of times or until a condition is met.

For more information, see Loop.
Developer Developer component allows you to query and update data from PBX-native database or third-party database.
For more information, see the following topics: