setting up switchboard call flow

The heading gives the name of the service, the telephone number (and PIN, if applicable) it is connected to, and its status. For help with testing the service, click the How to try this service help button. To check how much this service would cost if attached to a real number click the What does this cost? link. To see how to make the service work with real telephone numbers, click the Make it Live link.

The service is set up by selecting items on the chart on the left and amending the data displayed - be sure to save the changes using the Save Changes link each time. Note that prompt messages can also be amended over the phone - the link at the bottom of the form will tell you how.

Other links at the bottom of the form allow you to delete the service or copy the service (when you wish a copy of the service to be associated with a real telephone number).



This is the unique identifier for the service shown. This should be set to something descriptive of the created service.


This shows the current status of the service. It can be set to Answer Calls or Do Not Answer Calls. When a service is set to Answer Calls it will be started when a call is received on the number / PIN combination attached to it. When the service is set to Do Not Answer Calls then the attached number will give an engaged or out-of-order tone if dialled and the service will not be started. However, if the number is a number / PIN combination then it will answer the call, ask for the PIN and just hang up.

call answer

seconds to ring

This setting defines the minimum number of seconds that the caller will hear the ringtone for prior to the service starting. It should be noted that this setting is approximate since database access speeds may result in the time being longer from time to time.

call counter to increment

When calls are received by the system they are automatically logged against the service and the account. As well as this, however, you may also add them into a call counter. This concept is useful for voting style lines where you may wish to have several numbers each adding into separate call counters, with the start and end date times for the service set to coincide with the voting period. Since the call counters are updated in real time you would be able to log in and see a snapshot of the number of calls received on each line.

fax service to run

You can divert incoming faxes automatically to a mail box if you wish, using a fax service (which you need to create first). This option selects the fax service to use.

add callers to list

You can compile callers' numbers into a callers list using this option.

welcome message

This message will be played to the caller immediately following the answering of the call. It would typically consist of your company name and the service being offered. The options offered by this screen are the standard message options.

switchboard menu message

This message is played after the welcome message. It is a list of the menu items available to the caller, accessed by pressing the number keys on his or her touch-tone telephone. The options offered by this screen are the standard message options.

switchboard menu options '0' to '9' keys

This settings determine what happens after the caller presses the appropriate key on his or her touch-tone phone. The box symbol on the chart shows a green tick when the menu option is attached to a service.

select service

This is your service you wish to be called when this menu option is selected by the caller.

return to the switchboard menu option

If this option is selected, the caller will be returned to the switchboard menu after the service completes. This option is only relevant for those services that could return such as Infomation Line.

do not play the welcome message in the selected service option

If this option is selected, the welcome message in the selected service is not played. Top

disable the '*' option

By default the '*', star key, returns the caller to the switchboard menu. This option allows it to be disabled for each sevice.

switchboard menu option '*' key

This option causes the caller to be returned to the switchboard menu. It may be disabled for each service by using the 'Disable the *' setting on each menu option key screen.

menu error message

This message is played if the caller presses a key for which the menu option is disabled or any other key which is not recognised by the switchboard. The options offered by this screen are the standard message options.


This option allows you to define how many times the menu messge should be repeated if no selection is made. And what action should occur when repeat count is exceeded. The default is 3 repeats and then hangup, you can select to run a service instead.

A typical use would be to set the repeat count to 1 and then have an answerphone service run so that the caller could leave a message.

call end

There are no specific settings governing the end of the call as the settings for each option determine this behaviour. The nature of the service is also important, for instance a call diversion option will always hang up. Top