Skip to content
Thirdlane

Call Flow Diagram

The Call Flow Diagram provides a visual representation of how incoming calls are routed through the system for the current tenant. It illustrates the path a call takes from an inbound route through various routing steps such as IVR menus, queues, time conditions, and extensions.

How to Use

Select an inbound route to visualize its call flow. The diagram will display:

  • Inbound Route — the entry point for the call, typically a DID or pattern match
  • Time Conditions — schedule-based routing decisions (e.g., business hours vs. after hours)
  • IVR Menus — interactive voice menus where callers make selections
  • Queues — call center queues where calls are distributed to agents
  • Extensions — final destinations such as user extensions, voicemail, or special endpoints
  • Default Route — the fallback path when no other conditions match

Use the diagram search field to find a node by name and jump to it. You can also open related objects for editing from the diagram (for example double-click a node) when the UI offers an edit action for that object type. After you change Inbound Routes, IVR/Voice Menus, Queues, or other referenced objects elsewhere, reselect the route (or refresh) to see the updated flow.

Purpose

The Call Flow Diagram is a diagnostic and planning tool that helps administrators:

  • Verify that call routing is configured correctly
  • Identify potential routing loops or dead ends
  • Document the call flow for training or compliance purposes
  • Plan changes to routing logic before implementing them

The diagram reflects the current configuration of the selected Inbound Route and the objects it references. Because a route’s rules can depend on the active Mode or a Time Range Group, the live path a caller takes at any given moment also depends on which condition is currently in effect.