Overview
Users with administrative roles have the ability to use default templates when configuring a call distribution for the first time, or when editing existing configurations. This allows for a more streamlined and efficient setup of call distribution scenarios.
How does it work?
Using templates to configure a new call distribution
When an administrator edits a number for the first time, three options are available: Use a template, Import an existing configuration, or Start from scratch.
To use a template, simply click on the Use a template option.
Once selected, there will be three available templates to choose: Direct line, Business Hours, and IVR Call routing.
The Direct line template creates a simple configuration that includes a welcome message and a Ring to widget which needs to be configured.
The Business Hours template generates a configuration with a Time Rule widget, a Ring to widget, and a Voicemail widget.
The IVR Call routing template creates a routing flow with multiple branches, each designed to handle specific routing requirements.
Using templates to edit an existing call distribution
To use a template for editing an existing call distribution, the admin should select Build from while editing a configuration, and then click on Templates.
Again, the options available are the Direct line, Business Hours, and IVR Call routing templates.
Just like before, the Direct Line template creates a configuration with a welcome message and a Ring to widget needing configuration. The Business Hours template creates a setup that includes a Time Rule widget, a Ring to widget, and a Voicemail widget. The IVR Call routing template creates a routing flow with multiple branches, each designed to handle specific routing requirements.
💡 Good to know:
Once a template has been selected, it will overwrite the previous configuration. If the admin wants to return to the previous configuration, they must exit the configuration and discard the changes before publishing the new configuration. This is the same behavior as the duplicate flow feature.