What are Primary and Alternate Call Flows?
When you set up a Message, Direct Connect, Cascade Connect, or Interactive Voice Response Line, you can configure two distinct call flows — a Primary Call Flow and an Alternate Call Flow. Each defines a different set of instructions for how Connect Rocket handles incoming calls, allowing you to manage calls differently at different times or under different circumstances.
How it works
Connect Rocket uses a schedule you define to determine which call flow is active at any given time. When the schedule indicates the Primary Call Flow is in effect, calls are handled accordingly. Outside of those hours, the Alternate Call Flow takes over automatically.
Example
- Primary Call Flow — during regular working hours, incoming calls are routed to a dedicated dispatch team.
- Alternate Call Flow — outside of business hours, the same calls are automatically routed to an on-call responder or a different team entirely.
What each call flow can include
Each call flow can be as simple or as layered as your situation requires:
- Simple — route the caller directly to a specific phone number.
- Complex — use a series of actions to escalate communications and initiate responses within your organization.