Overview
Understanding the call flow helps you design effective routing configurations. Here's how an inbound call travels through the Voipappz platform from start to finish.
The Call Flow
1. Call Arrives at a DID
An external caller dials your phone number (DID). The call enters the Voipappz voice engine via SIP from the PSTN provider.
2. DID Lookup
The system looks up the DID in the database and finds its bridge configuration.
3. Bridge Routing
Based on the bridge type, the call is routed:
- Number bridge → Forward to external number
- Extension bridge → Ring the assigned phone
- IVR bridge → Play voice menu, wait for keypad input
- Queue bridge → Enter call queue, ring available agents
- Call Condition bridge → Evaluate rules (time, caller ID), then route to matching destination
- Announcement bridge → Play a message, then optionally route elsewhere
- Bot bridge → Connect to AI voice agent
4. Destination Handling
The destination (extension, agent, IVR) handles the call. This may involve further routing (e.g., IVR → Queue → Agent).
5. Call Completion
When the call ends, a CDR (Call Detail Record) is created with all metadata: duration, caller ID, destination, recording link, etc.
Example Flow
Caller → DID (+1-555-0100)
→ Call Condition (check business hours)
→ Business hours → IVR ("Press 1 Sales, 2 Support")
→ Press 1 → Sales Queue → Agent Extension 101
→ After hours → Announcement ("We're closed, please call back")
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