PSTN Forwarding

Since not every phone system supports SIP forwarding (where a direct link between the phone system and Flips network can be created to route calls over), we have to use a different method called PSTN forwarding. This is where Flip creates a new phone number for each location to be forwarded to and then new phone numbers on the existing phone system need to be added to route the call back to if the caller needs to speak to an agent.

This is what the call flow will look like:

Public Number: The phone number that your customers will be dialling

Flip Number: The phone number on Flip's platform to forward the calls to

Return Number: The phone number in you phone system that Flip can return the caller to

If you have multiple sites or locations that have their own public phone numbers Flip can set up a phone number for each of these locations so the locations can be identified and have their own configuration in the Flip platform.

Flip can also return calls to different numbers depending on what to caller requires. For example, Flip could route the call to a generic call group to get through to an agent, but if the caller has specifically requested "billing" we can route the call to a dedicated billing line in your phone system so the caller reaches the correct department immediately.

Listen Mode

When the integration is first setup the system is running in "Listen Mode". Flip will receive the call and immediately forward it onto the return number. This allows Flip to listen into the phone calls and analyse the call intents and other data about why callers are calling. The Flip platform can then be configured to best handle the calls before it actually starts engaging with the callers. Because Flip will forward the calls immediately back to the return number you should configure this number to work exactly the same as your public number currently works, so it should have the exact same time conditions, welcome messages, call menus, etc...

Active Mode

Once listen mode is complete we can then activate Flip and it will start engaging with the callers. This means it will handle time conditions, welcoming the caller, and call routing. You can then change the return number to send the caller directly to a call queue and add more return numbers for other departments. This will help get the callers to the right agent faster.