What are Primary and Alternate Call Flows?

When you set up a Message, Direct Connect, Cascade Connect, or Interactive Voice Line in Connect Rocket, you have the ability to create both a Primary Call Flow and an Alternate Call Flow. Think of them as two different sets of instructions for how Connect Rocket handles incoming phone calls.

Why use both? This allows you to customize how calls and messages are handled at different times or under different circumstances.

Here's a common example:

• Primary Call Flow (Business Hours): During regular working hours, you might want incoming calls to first go to a dedicated dispatch team.
• Alternate Call Flow (After-Hours): Outside of business hours, you might want those same calls to automatically route to an on-call responder or a different team entirely.

How it works:

Connect Rocket uses a schedule (you set this up) to determine which call flow is active. You define when the Primary Call Flow is in effect, and the Alternate Call Flow automatically takes over when the schedule indicates.

Each Call Flow can be:

• Simple: Directly connect the caller to a specific phone number.
• Complex: Use a series of actions to escalate communications and/or initiate responses within your organization.

In short, Primary and Alternate Call Flows give you flexibility and ensure critical communications are always handled effectively, no matter the time of day.