Call Flows Module Documentation

Table of Contents

1. Navigation & Access
2. Screenshots & Visual Interface
3. Module Overview (Technical)
4. Module Overview (Commercial/Business)
5. Module Overview (End User/Administrator)
6. Configuration Fields Reference
7. Status Toggle
8. Common Scenarios & Examples
9. Model Context Protocol (MCP) AI Integration
10. Limitations & Important Notes
11. Troubleshooting Tips
12. Glossary

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Navigation & Access

To access the Call Flows module:

1. Log in to the Ring2All Web Portal.
2. In the left navigation sidebar, expand PBX Engine.
3. Under Incoming Call Tools, click Call Flows (/pbx/incoming-tools/call-flows).

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Screenshots & Visual Interface

Call Flows Overview

Displays all manual call flow toggle switches, extension/feature code, current state (normal / override), and quick management tools.

Call Flow Configuration Form

Configures toggle extension code, normal active destination, override destination, and current state switch.

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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

┌─────────────────────────────────────────────────────────────────┐
│                    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                │ │
│  │                                                            │ │
│  └────────────────────────────────────────────────────────────┘ │
│                                                                 │
└─────────────────────────────────────────────────────────────────┘

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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

1. Night Mode

   • Enable: Route to voicemail
   • Disable: Route to normal IVR

2. Holiday Routing

   • Enable: Route to holiday message
   • Disable: Route to standard menu

3. Emergency Overflow

   • Enable: Route to backup queue
   • Disable: Route to primary queue

4. 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

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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

┌─────────────────────────────────────────────────────────────────┐
│              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                     │
│  ├─ Record Call: 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.

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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
Announcement Path (ON)	Audio file played when flow is enabled	None
Announcement Path (OFF)	Audio file played when flow is disabled	None
Play Announcement Before Transfer	Play announcement before routing call to destination	Off
Record Call	Record all calls routed through this call flow	Off
BLF Update Behavior	Sync/None BLF state update across phones	Sync

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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

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

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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:

1. At close of business: Dial *60 → Night mode ON
2. 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)

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7. Model Context Protocol (MCP) AI Integration

The Ring2All Model Context Protocol (MCP) server provides native, granular AI tools for auditing, toggling, creating, and modifying Call Flow switches dynamically through natural language interaction. Autonomous agents and Copilots can query toggle states, perform day/night flips, adjust routing destinations, and provision new override codes while enforcing strict domain isolation and numbering collision prevention.

Available MCP Tools

Tool Name	Operation	Description	Target Entity
list_call_flows	Read	Lists all Call Flows in the domain with feature extension code, current state, day/night destinations, and status	Call Flow switches
get_call_flow_status	Read	Retrieves detailed routing configuration and current active switch state (Normal/Day vs Override/Night)	Specific Call Flow
create_call_flow	Write	Provisions a new manual toggle switch with unique feature extension code and dual destinations	New Call Flow
update_call_flow	Write	Modifies toggle switch destinations, names, extension codes, or administrative status	Existing Call Flow
toggle_call_flow	Execute	Manually flips switch state (Normal/Day ↔ Override/Night) and broadcasts real-time BLF presence	Active switch state
delete_call_flow	Write	Permanently removes an unreferenced Call Flow switch	Inactive Call Flow

Protection & Validation Guards

• Strict Cross-Module Numbering Collision Prevention: When provisioning (create_call_flow) or modifying feature codes (update_call_flow), the extension is validated against the global validateNumberUniqueness utility. It cannot collide with any standard SIP extension, ring group, call center queue, conference room, paging group, voicemail access code, or time condition toggle code within the same domain.
• Dependency & Deletion Protection (assertCanDeleteCallFlow): MCP guards ensure a Call Flow switch cannot be deleted if active Inbound Routes (DIDs), IVR option keys, Time Conditions, or other Call Flows route into it as their destination.
• State Synchronization & Real-time BLF Broadcast: State transitions triggered via toggle_call_flow immediately update the PostgreSQL status field and push Sofia SIP presence events (fsCommand: presence in <ext>@<domain> ...), ensuring physical IP phone LED indicators and software console displays instantly reflect the new routing state.
• Multi-Tenant Domain Scoping: All operations require a verified tenant_id and domain_id context in the MCP execution context.

Example MCP Payloads

1. Toggling Call Flow State (toggle_call_flow)

{
  "identifier": "*280",
  "status": false
}

Response:

{
  "success": true,
  "data": {
    "id": 14,
    "name": "Main Office Mode",
    "extension": "*280",
    "previousStatus": true,
    "currentStatus": false,
    "mode": "Override / Night",
    "activeDestination": {
      "module": "voicemail",
      "data": "2001"
    },
    "blfUpdated": true
  },
  "message": "Call flow '*280' successfully switched to Override/Night mode."
}

2. Creating a Day/Night Call Flow Switch (create_call_flow)

{
  "name": "Emergency Weather Switch",
  "extension": "*285",
  "enabledDestinationModule": "ivr",
  "enabledDestinationData": "Main IVR",
  "disabledDestinationModule": "announcement",
  "disabledDestinationData": "Severe Weather Closure",
  "status": true
}

Copilot Natural Language Prompts

• “Show all active call flow toggle switches and their current status (day vs night mode).”
• *“Check the current state of call flow switch 280 and tell me which destination calls are routing to.”
• *“Switch the ‘Main Office Mode’ call flow (280) to night mode immediately.”
• *“Create a call flow named ‘Support Snow Day’ on feature code 288 that routes to Ring Group 600 normally, and to Announcement ‘Weather Notice’ when toggled.”
• *“Update the night mode destination of call flow 280 to voicemail box 2002.”

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8. 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

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

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9. 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:

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:

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

Telephony Server Logs

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

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10. 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)

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Documentation last updated: January 2026