Help index · Call flow / IVR
How a live call behaves
What the caller hears from answer through menu digits, transfer, or hangup.
This is the inbound path when IVR is on and someone dials a number you bought.
Happy path
- The call is answered.
- If an inbound playbook is LIVE and it is after hours, the caller hears the after-hours prompt (text-to-speech or your recording), then (by default) leaves a voicemail. See Voicemail.
- Otherwise they hear the playbook Greeting (text-to-speech or your recording) and can press a key.
- A mapped key runs that action: - Transfer to extension or Transfer to a phone number — Octone says Connecting you to … then rings the desk phone, outside number, or browser softphone. - Speak a message, then hang up. - Repeat the menu.
- Timeout / wrong key follow the playbook (Repeat the menu or hang up, with extra tries).
- If Also let callers dial an extension and press # is on, extra digits can match an extension on Extensions & desk phones.
Where it rings
| Extension dial type | What rings |
|---|---|
| Desk phone (SIP) / Yealink | The registered handset |
| Cell / outside number | The E.164 you saved |
| Person’s browser softphone | That user’s softphone after they click Register |
| Find me / out of office | Cell per Find me - desk only, cell if no answer, desk and cell, or cell-only when out of office |
Records
Every inbound call is written to Call log (and Manager → Calls). Transfers, recordings (when Call recording is on), and hangups show there.
If nobody answers, a missed-call alert can fire — see Alerts.
If something is off
- No LIVE playbook → fallback welcome.
- IVR feature off → callers hear that the service is unavailable, then hangup.
- Unknown DID (number not in this tenant) → not configured, then hangup.
- Transfer to a missing extension → “Sorry, that extension is not available.”