Call Flows Module Documentation

Module Overview (Technical)
Module Overview (Commercial/Business)
Module Overview (End User/Administrator)
Configuration Fields Reference
Status Toggle
Common Scenarios & Examples
Limitations & Important Notes
Troubleshooting Tips
Glossary

---

1. Module Overview (Technical)

What Are Call Flows?

Call Flows are toggleable routing switches that route calls to different destinations based on a binary state (enabled/disabled). Users can toggle the state via feature codes or BLF buttons to control call routing.

Architecture

Plaintext

┌─────────────────────────────────────────────────────────────────┐
│                    Call Flow System                             │
├─────────────────────────────────────────────────────────────────┤
│                                                                 │
│  Call Flow: "Night Mode" - Status: ENABLED                      │
│  ┌────────────────────────────────────────────────────────────┐ │
│  │ Toggle Code: *60                                          │ │
│  │                                                            │ │
│  │ When ENABLED (current):                                   │ │
│  │   → Route to After-Hours Voicemail                        │ │
│  │                                                            │ │
│  │ When DISABLED:                                             │ │
│  │   → Route to Main IVR                                     │ │
│  │                                                            │ │
│  └────────────────────────────────────────────────────────────┘ │
│                                                                 │
│  ┌────────────────────────────────────────────────────────────┐ │
│  │                  call_flow.lua                             │ │
│  │                                                            │ │
│  │  Mode: Toggle (*60)                                        │ │
│  │    1. User dials *60                                       │ │
│  │    2. Query public.call_flows by feature_code              │ │
│  │    3. Flip status: enabled ↔ disabled                     │ │
│  │    4. Update BLF state                                     │ │
│  │    5. Play confirmation audio                              │ │
│  │                                                            │ │
│  │  Mode: Route (inbound call)                                │ │
│  │    1. Call arrives at call flow                            │ │
│  │    2. Check current status                                 │ │
│  │    3. Route to enabled/disabled destination                │ │
│  │                                                            │ │
│  └────────────────────────────────────────────────────────────┘ │
│                                                                 │
└─────────────────────────────────────────────────────────────────┘

Key Tables

Table	Purpose
`public.call_flows`	Call flow definitions and status
`public.domains`	Domain resolution
`public.sip_extensions`	Extension CoS lookup
`public.feature_code_numbers`	Feature code validation
`public.feature_code_cos_members`	CoS permissions

Key Files

File	Description
`admin/apps/web/src/modules/callFlows/`	Frontend module
`admin/apps/web/src/i18n/en/callFlows.json`	Translations
`telephony/freeswitch/lua/main/xml_handlers/call_flow/call_flow.lua`	Main handler
`telephony/freeswitch/lua/main/xml_handlers/routing/call_flow.lua`	Routing handler

---

2. Module Overview (Commercial/Business)

Business Value

Call Flows provide on-demand routing control:

Without Call Flows	With Call Flows
Fixed routing	Dynamic switching
Admin-only changes	User toggle via phone
No quick override	Instant BLF toggle
Manual updates	One-button control

Use Cases

Night Mode

- Enable: Route to voicemail

- Disable: Route to normal IVR

Holiday Routing

- Enable: Route to holiday message

- Disable: Route to standard menu

Emergency Overflow

- Enable: Route to backup queue

- Disable: Route to primary queue

Do Not Disturb

- Enable: Route to voicemail

- Disable: Route to extension

Feature Highlights

Feature	Benefit
Two Destinations	Enabled/Disabled routing
Feature Code Toggle	Dial 60 to toggle
BLF Integration	Visual status on phones
Toggle All (81)	Mass enable/disable
CoS Protection	Permission-based toggle
Auto-Schedule	Time-based switching

---

3. Module Overview (End User/Administrator)

What Can You Do?

Create call flows with two destinations
Set feature code for toggle (60, 81, etc.)
View and change current status
Configure enabled/disabled destinations
Set up auto-schedule
Restrict toggle to specific extensions

Administrator Workflow

Plaintext

┌─────────────────────────────────────────────────────────────────┐
│              Creating a Call Flow                               │
├─────────────────────────────────────────────────────────────────┤
│                                                                 │
│  Tab: General                                                   │
│  ├─ Name: "Night Mode"                                         │
│  ├─ Feature Code: *60                                          │
│  ├─ Current Status: [Disabled] ← Toggle button                 │
│  ├─ Allow Manual Toggle: ✓                                     │
│  └─ Enabled: ✓                                                 │
│                                                                 │
│  Section: Destinations                                          │
│  ┌───────────────────────────────────────────────────────────┐  │
│  │ When Enabled:                                             │  │
│  │ ├─ Destination Type: Voicemail                            │  │
│  │ └─ Destination: General Mailbox                           │  │
│  └───────────────────────────────────────────────────────────┘  │
│  ┌───────────────────────────────────────────────────────────┐  │
│  │ When Disabled:                                            │  │
│  │ ├─ Destination Type: IVR                                  │  │
│  │ └─ Destination: Main Menu                                 │  │
│  └───────────────────────────────────────────────────────────┘  │
│                                                                 │
│  Tab: Advanced Settings                                         │
│  ├─ Announcement Path (ON): night-mode-enabled.wav             │
│  ├─ Announcement Path (OFF): night-mode-disabled.wav           │
│  ├─ Play Announcement Before Transfer: Off                     │
│  ├─ Auto-Schedule Enabled: Off                                 │
│  └─ BLF Update Behavior: Sync                                  │
│                                                                 │
└─────────────────────────────────────────────────────────────────┘

Quick Tips

TIP

BLF Button: Assign 60 to a BLF button for one-touch toggling with visual feedback.

TIP
Toggle All (81): Use to enable/disable all call flows at once.

CAUTION

Both Destinations Required: Configure both enabled and disabled destinations.

---

4. Configuration Fields Reference

General Fields

Field	Description	Example
Name	Unique identifier	`Night Mode`
Feature Code	Toggle dial code	`60`
Current Status	Enabled/Disabled	Toggle button
Allow Manual Toggle	Permit user toggle	On/Off
Enabled	Call flow active	On/Off

Destination Fields

Field	Description
Enabled Destination Type	Module when status=enabled
Enabled Destination Value	Target when status=enabled
Disabled Destination Type	Module when status=disabled
Disabled Destination Value	Target when status=disabled

Destination Types

Type	Description
Extension	Route to extension
Voicemail	Route to voicemail
IVR	Route to IVR menu
Conference	Route to conference
Queue	Route to call queue
Hangup	Terminate call
Announcement	Play announcement

Advanced Settings

Field	Description	Default
Description	Optional notes	-
Announcement Path (ON)	Audio when enabled	None
Announcement Path (OFF)	Audio when disabled	None
Play Announcement	Before transfer	Off
Auto-Schedule Enabled	Time-based toggle	Off
BLF Update Behavior	Sync/Manual/None	Sync
State Change Webhook	Notification URL	None
Restrict Toggle To	Extension whitelist	None
Record Call	Record routed calls	Off
Max Call Duration	Time limit	None

---

5. Status Toggle

Toggle Methods

Method	Description
Feature Code	Dial 60 to toggle
BLF Button	Press button on phone
Admin Panel	Click toggle in UI
Toggle All (81)	Toggle all flows

Toggle Flow

Plaintext

User dials *60
    │
    ▼
┌─────────────────────────────┐
│   call_flow.lua             │
│                             │
│   1. Query call flow by *60 │
│   2. Current status: OFF    │
│   3. Flip to: ON            │
│   4. Update database        │
│   5. Update BLF             │
│   6. Play confirmation      │
│                             │
└─────────────────────────────┘
    │
    ▼
Status: ON
BLF Light: Red/Lit
Audio: "Call flow enabled"

BLF Integration

Status	BLF State	Visual
Enabled	On	Red/Lit
Disabled	Off	Green/Off

---

6. Common Scenarios & Examples

Scenario 1: Night Mode

Call Flow: "Night Mode"

Setting	Value
Feature Code	60
Enabled Destination	Voicemail (General)
Disabled Destination	IVR (Main Menu)

Usage:

At close of business: Dial 60 → Night mode ON

In morning: Dial 60 → Night mode OFF

Scenario 2: Holiday Routing

Call Flow: "Holiday"

Setting	Value
Feature Code	61
Enabled Destination	Announcement (Holiday Message)
Disabled Destination	IVR (Main Menu)

Scenario 3: Emergency Overflow

Call Flow: "Overflow Mode"

Setting	Value
Feature Code	62
Enabled Destination	Queue (Backup Support)
Disabled Destination	Queue (Primary Support)

---

7. Limitations & Important Notes

Technical Notes

NOTE

CoS Required: Toggle actions require Class of Service permission.

WARNING

Both Destinations: Always configure both enabled and disabled destinations.

WARNING

Feature Code Unique: Ensure feature codes don't conflict.

Best Practices

Clear Names: Use descriptive names like "Night Mode"
BLF Buttons: Assign to frequently toggled flows
Confirm Audio: Enable toggle announcements
Test Both States: Verify routing in both states
Document Codes: Keep list of feature codes

---

8. Troubleshooting Tips

Common Issues

Symptom	Possible Cause	Solution
Toggle not working	CoS restriction	Check feature code permissions
Wrong destination	Status mismatch	Verify current status
BLF not updating	BLF behavior setting	Set to "Sync"
Feature code conflict	Duplicate code	Use unique code
No audio	Missing audio file	Check announcement path

Diagnostic SQL

List call flows:

Sql

SELECT id, name, feature_code, status, 
       enabled_destination_module, enabled_destination_data,
       disabled_destination_module, disabled_destination_data
FROM public.call_flows
WHERE domain_id = [domain_id];

Check call flow status:

Sql

SELECT name, status, toggle_enabled, enabled
FROM public.call_flows
WHERE domain_id = [domain_id] AND feature_code = '*60';

FreeSWITCH Logs

Bash

# Check call flow toggle
grep "CallFlow" /var/log/freeswitch/freeswitch.log
grep "call_flow.lua" /var/log/freeswitch/freeswitch.log

---

9. Glossary

Term	Definition
Call Flow	Toggleable routing switch
Status	Current state (enabled/disabled)
Feature Code	Dial code to toggle (60)
Toggle	Switch between enabled/disabled
BLF	Busy Lamp Field - phone status light
Toggle All	Enable/disable all flows (81)

---

Lua Script Status ✅

Fixed in This Session

Script	Status
`call_flow/call_flow.lua`	✅ Fixed: Changed from `core.call_flows`, `core.tenants`, `core.sip_users`, `core.feature_code_` to `public.call_flows`, `public.domains`, `public.sip_extensions`, `public.feature_code_`. Also fixed `tenant_id` to `domain_id` and `update_at` to `updated_at`.

Lua fixes applied!

---

Documentation last updated: January 2026

Call Flows Module Documentation

Table of Contents

1. Module Overview (Technical)

What Are Call Flows?

Architecture

Key Tables

Key Files

2. Module Overview (Commercial/Business)

Business Value

Use Cases

Feature Highlights

3. Module Overview (End User/Administrator)

What Can You Do?

Administrator Workflow

Quick Tips

4. Configuration Fields Reference

General Fields

Destination Fields

Destination Types

Advanced Settings

5. Status Toggle

Toggle Methods

Toggle Flow

BLF Integration

6. Common Scenarios & Examples

Scenario 1: Night Mode

Scenario 2: Holiday Routing

Scenario 3: Emergency Overflow

7. Limitations & Important Notes

Technical Notes

Best Practices

8. Troubleshooting Tips

Common Issues

Diagnostic SQL

FreeSWITCH Logs

9. Glossary

Lua Script Status ✅

Fixed in This Session