---
title: Introduction to call flows
description: This article describes call flows, which manage incoming calls by directing them to specific actions. The call flow builder enables users to create and manage these flows, providing flexible communication control.
---

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1. [VXT Support](https://support.vxt.co.nz/?hsLang=en)
2. [Call flows](https://support.vxt.co.nz/call-flows?hsLang=en)

# Introduction to call flows

## This article describes call flows, which manage incoming calls by directing them to specific actions. The call flow builder enables users to create and manage these flows, providing flexible communication control.

<iframe width="256" height="144.64" src="https://www.youtube.com/embed/OIbfn-lUceU?feature=oembed" frameborder="0" allow="accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share" referrerpolicy="strict-origin-when-cross-origin" allowfullscreen title="Introduction to callflows" style="position: absolute; top: 0px; left: 0px; width: 100%; height: 100%; border: none;"></iframe>

 

Call flows are like a roadmap for what happens when someone calls your phone number. They help you decide how to manage incoming calls, ensuring they go to the right person or group. This guide will explain what [call flows](https://support.vxt.co.nz/intro-callflow?hsLang=en)are and how to use different steps within them to manage your calls easily and effectively.

The call flow builder is an advanced feature best suited for Admins. 

In this article, we’ll cover:

- [Steps](https://support.vxt.co.nz/intro-callflow#steps)
- [The call flow builder](https://support.vxt.co.nz/intro-callflow#three)
- [Call flow selector](https://support.vxt.co.nz/intro-callflow#CallflowSelector)
- [Call flow examples](https://support.vxt.co.nz/intro-callflow#Examples) 
    - [Ring users based on business hours](https://support.vxt.co.nz/intro-callflow#ScheduleRingUsers)
    - [Divert calls to answering services](https://support.vxt.co.nz/intro-callflow#DiverttoAnsweringService)
    - [Holiday-ready call flow](https://support.vxt.co.nz/intro-callflow#Holiday)
    - [Standard call menu call flow](https://support.vxt.co.nz/intro-callflow#CallMenu)

### **Steps**

A **step** in a call flow represents an action or decision point in managing a call. Here are the available steps you can use in your call flows:

![](https://support.vxt.co.nz/hs-fs/hubfs/Screenshot%202024-10-31%20at%202-11-44%E2%80%AFPM-png.png?width=240&height=459&name=Screenshot%202024-10-31%20at%202-11-44%E2%80%AFPM-png.png).                                           ![](https://support.vxt.co.nz/hs-fs/hubfs/Screenshot%202024-10-31%20at%202-12-12%E2%80%AFPM-png.png?width=240&height=458&name=Screenshot%202024-10-31%20at%202-12-12%E2%80%AFPM-png.png)

- **Incoming call**: 
    - The starting point of your call flow.
- **Ring users**: 
    - By default, this step will ring the users assigned to the phone number running the call flow.  
      ![](https://support.vxt.co.nz/hs-fs/hubfs/image-png-Dec-08-2024-08-29-20-2090-AM.png?width=285&height=252&name=image-png-Dec-08-2024-08-29-20-2090-AM.png)
    - Alternatively, you can select a specific user or groups of users.   
      ![](https://support.vxt.co.nz/hs-fs/hubfs/image-png-Dec-08-2024-08-29-49-3319-AM.png?width=288&height=250&name=image-png-Dec-08-2024-08-29-49-3319-AM.png)
    - The **default ring time** is 30 seconds.Note that the minimum ring time is 15 seconds. The reason for this is because any shorter than this and it will result in unanswered calls, particularly on mobile where connections can take a bit longer to initiate. Our recommended minimum is 20 seconds.
    - To skip users currently on a call and direct the call to the next available user or path, you can check the **Skip in-call users** option.

- **Queue**: 
    - Callers will hear hold music, or audio files you upload, until someone answers. If no users are checked in to the queue the call will immediately flow to the next step. [Here's more information on call queues](https://support.vxt.co.nz/call-queue?hsLang=en).
- **Play audio**: 
    - You can upload an audio file, and have it play for callers. Once the audio file finishes playing the call flow will continue to the next step.
    - Play audio is often used to add a welcome message before a [Ring users](https://support.vxt.co.nz/intro-callflow#ring-users) step. For example if you call someone on our team you might hear "Welcome to VXT, calls are recorded for note taking purposes.".
- **Schedule**: 
    - Use this action to manage calls during business hours or after hours. It helps you control when calls are routed based on the time of day. [Here’s more information on using the schedule](https://support.vxt.co.nz/schedule-option?hsLang=en).
- **Dates**: 
    - This action allows you to set specific dates for call routing. If a caller calls on a date you've set, it will follow the path you've configured for that date. [Here's more information on using dates.](https://support.vxt.co.nz/using-dates?hsLang=en)
- **Call menu**: 
    - Also known as an auto-attendant, this action lets callers press a key on their phone to choose an option. If they don’t make a choice in time, it will follow a "timed out" path. [Here's more information on using call menu](https://support.vxt.co.nz/call-menu?hsLang=en)
- **Divert**: 
    - This action sends the incoming call to another number and ends the call flow there.
- **Send to voicemail**: 
    - This will send the incoming call directly to voicemail. You can specify which user’s voicemail to use.
    - If Enable Greeting is unchecked, no voicemail greeting will play and caller will instead hear a beep before the voicemail starts recording. This is useful if the previous step in your call flow is to play an audio clip.
- **Hang up**: 
    - As the name suggests, this will end the call.

### **Advanced steps**

If you want to do more with your call flows, here are some advanced options:

- **Caller ID**: 
    - This lets you route calls based on the caller's phone number. You can choose to match exact numbers or parts of numbers.
- **Webhook**: 
    - This sends a request to a specific web address when this action is reached.
    - This collects digits pressed on the keypad and sends them to a webhook. Callers play a sound and enter digits, ending with **#** or resetting with **\***.**Keypad to webhook.**

### Connectors

Lets you connect one step to the next or drop in extra steps wherever you need them.![Screenshot 2025-12-08 at 22.46.17](https://support.vxt.co.nz/hs-fs/hubfs/Screenshot%202025-12-08%20at%2022.46.17.png?width=670&height=378&name=Screenshot%202025-12-08%20at%2022.46.17.png)

### Call flow Selector

We wrote an article on the [call flow selector](https://support.vxt.co.nz/active-call-flow-switcher?hsLang=en) to teach you how to change the call flow through the phone number on your account.

![Screenshot 2026-02-28 at 06.07.00](https://support.vxt.co.nz/hs-fs/hubfs/Screenshot%202026-02-28%20at%2006.07.00.png?width=670&height=419&name=Screenshot%202026-02-28%20at%2006.07.00.png)

**The call flow builder**

To get started:

- Look for the **admin** button at the bottom left corner of your screen.  
  ![](https://support.vxt.co.nz/hs-fs/hubfs/Screenshot%202024-10-08%20at%205-29-10%E2%80%AFPM-png-1.png?width=670&height=344&name=Screenshot%202024-10-08%20at%205-29-10%E2%80%AFPM-png-1.png)
- Then, in the admin tab, find the **call flow builder**. This is where you can see all the call flows your company has created so far.![](https://support.vxt.co.nz/hs-fs/hubfs/Screenshot%202024-10-09%20at%201-59-08%E2%80%AFPM-png.png?width=670&height=344&name=Screenshot%202024-10-09%20at%201-59-08%E2%80%AFPM-png.png)
- If you want to create a new call flow, just click on the **+ new call flow** button at the top right corner of the screen.![](https://support.vxt.co.nz/hs-fs/hubfs/Screenshot%202024-10-09%20at%202-00-14%E2%80%AFPM-png.png?width=670&height=343&name=Screenshot%202024-10-09%20at%202-00-14%E2%80%AFPM-png.png)

### Call flow examples

Here are examples of call flows that might suit your business workflow:

![Screenshot 2026-02-23 at 18.28.51](https://support.vxt.co.nz/hs-fs/hubfs/Screenshot%202026-02-23%20at%2018.28.51.png?width=346&height=564&name=Screenshot%202026-02-23%20at%2018.28.51.png)

**Ring users based on business hours**

1. *A phone call comes in*  ![diagonal-arrow\_3674682](https://support.vxt.co.nz/hs-fs/hubfs/diagonal-arrow_3674682.png?width=13&height=13&name=diagonal-arrow_3674682.png) :
   
     1. **Inside hours** (9:00 AM to 5:00 PM)
        
            1. Ring all of the users assigned to the phone number(s) for 30 seconds.
            2. If none of the users answer, the phone call is sent to voicemail.
     2. **Outside hours** (5:00 PM to 9:00 AM)
        
            1. All phone calls are sent to voicemail.

 

**Guide to create this flow:**

1. Click the **+** icon under **Incoming Call**.  
   ![](https://support.vxt.co.nz/hs-fs/hubfs/Screenshot%202024-10-09%20at%202-01-15%E2%80%AFPM-png.png?width=670&height=342&name=Screenshot%202024-10-09%20at%202-01-15%E2%80%AFPM-png.png)
2. Choose the **Schedule** step.![](https://support.vxt.co.nz/hs-fs/hubfs/Screenshot%202024-10-31%20at%202-12-58%E2%80%AFPM-png.png?width=670&height=342&name=Screenshot%202024-10-31%20at%202-12-58%E2%80%AFPM-png.png)
3. Hit **Configure** and set your office hours.![](https://support.vxt.co.nz/hs-fs/hubfs/Screenshot%202024-10-31%20at%202-15-26%E2%80%AFPM-png.png?width=670&height=342&name=Screenshot%202024-10-31%20at%202-15-26%E2%80%AFPM-png.png)![](https://support.vxt.co.nz/hs-fs/hubfs/Screenshot%202024-10-31%20at%202-15-54%E2%80%AFPM-png.png?width=670&height=342&name=Screenshot%202024-10-31%20at%202-15-54%E2%80%AFPM-png.png)
4. For **Inside hours:** 
     1. Click the **+** icon and choose **Ring users**  
        ![Screenshot 2026-03-02 at 17.35.15](https://support.vxt.co.nz/hs-fs/hubfs/Screenshot%202026-03-02%20at%2017.35.15.png?width=670&height=419&name=Screenshot%202026-03-02%20at%2017.35.15.png)
     2. Hit the **+** icon again and select **Send to Voicemail**  
        ![Screenshot 2026-03-02 at 17.36.08](https://support.vxt.co.nz/hs-fs/hubfs/Screenshot%202026-03-02%20at%2017.36.08.png?width=670&height=419&name=Screenshot%202026-03-02%20at%2017.36.08.png)
5. For **Outside hours:** 
     1. Click the **+** icon and choose **Connect.**  
        ![Screenshot 2026-03-02 at 17.37.36](https://support.vxt.co.nz/hs-fs/hubfs/Screenshot%202026-03-02%20at%2017.37.36.png?width=670&height=419&name=Screenshot%202026-03-02%20at%2017.37.36.png)
     2. Select the **Send to Voicemail** step under Ring Users. That way, callers will reach the same voicemail you use during inside hours.  
        ![Screenshot 2026-03-02 at 17.38.08](https://support.vxt.co.nz/hs-fs/hubfs/Screenshot%202026-03-02%20at%2017.38.08.png?width=670&height=419&name=Screenshot%202026-03-02%20at%2017.38.08.png)

Remember to name your call flow and hit **save**!

**Divert calls to answering services**

**![Screenshot 2026-02-28 at 01.06.34](https://support.vxt.co.nz/hs-fs/hubfs/Screenshot%202026-02-28%20at%2001.06.34.png?width=358&height=574&name=Screenshot%202026-02-28%20at%2001.06.34.png)**

1. *A phone call comes in*  ![diagonal-arrow\_3674682](https://support.vxt.co.nz/hs-fs/hubfs/diagonal-arrow_3674682.png?width=13&height=13&name=diagonal-arrow_3674682.png) :
   
     1. **Inside hours** (9:00 AM to 5:00 PM)
        
            1. Ring the *receptionists* group for 20 seconds.
            2. If no one answers, it redirects to *Cherry* and *Clea* for 20 seconds.
            3. If still unanswered, the call diverts to the answering service.
     2. **Outside hours** (5:00 PM to 9:00 AM)

1. 1. 1. An *out-of-office* audio plays
            2. All calls are then directed straight to the answering service.

 

**Guide to create this flow:**

1. Click the **+** icon under **Incoming Call**.  
   ![Screenshot 2026-02-28 at 01.26.08](https://support.vxt.co.nz/hs-fs/hubfs/Screenshot%202026-02-28%20at%2001.26.08.png?width=670&height=419&name=Screenshot%202026-02-28%20at%2001.26.08.png)
2. Choose the **Schedule** step.![Screenshot 2026-02-28 at 01.27.14](https://support.vxt.co.nz/hs-fs/hubfs/Screenshot%202026-02-28%20at%2001.27.14.png?width=645&height=403&name=Screenshot%202026-02-28%20at%2001.27.14.png)
3. Hit **Configure** and set your office hours.![Screenshot 2026-03-02 at 17.59.38](https://support.vxt.co.nz/hs-fs/hubfs/Screenshot%202026-03-02%20at%2017.59.38.png?width=645&height=255&name=Screenshot%202026-03-02%20at%2017.59.38.png)
4. Under **Outside hours**: 
     1. Click the **+** icon and select the **play audio** step.  
        ![Screenshot 2026-02-28 at 02.09.40](https://support.vxt.co.nz/hs-fs/hubfs/Screenshot%202026-02-28%20at%2002.09.40.png?width=670&height=419&name=Screenshot%202026-02-28%20at%2002.09.40.png)
     2. Choose your *out-of-office* audio or add a new one.  
        ![Screenshot 2026-02-28 at 02.15.21](https://support.vxt.co.nz/hs-fs/hubfs/Screenshot%202026-02-28%20at%2002.15.21.png?width=670&height=447&name=Screenshot%202026-02-28%20at%2002.15.21.png)
     3. Click the **+** icon again and select the **divert** step.  
        ![Screenshot 2026-02-28 at 02.15.56](https://support.vxt.co.nz/hs-fs/hubfs/Screenshot%202026-02-28%20at%2002.15.56.png?width=670&height=419&name=Screenshot%202026-02-28%20at%2002.15.56.png)
     4. Enter your *answering service's* phone number.  
        ![Screenshot 2026-02-28 at 02.21.55](https://support.vxt.co.nz/hs-fs/hubfs/Screenshot%202026-02-28%20at%2002.21.55.png?width=670&height=509&name=Screenshot%202026-02-28%20at%2002.21.55.png)
5. Under **Inside hours**: 
     1. Click the **+** icon and select the **Ring Users** step.  
        ![Screenshot 2026-02-28 at 02.22.54](https://support.vxt.co.nz/hs-fs/hubfs/Screenshot%202026-02-28%20at%2002.22.54.png?width=585&height=366&name=Screenshot%202026-02-28%20at%2002.22.54.png) 
            1. Choose the group or users who should get the call first — here, that’s the *Receptionists* group. [Here's how to add users to a group.](https://support.vxt.co.nz/how-to-invite-new-members-and-manage-your-team#organize-groups)  
               ![Screenshot 2026-02-28 at 01.48.08](https://support.vxt.co.nz/hs-fs/hubfs/Screenshot%202026-02-28%20at%2001.48.08.png?width=524&height=163&name=Screenshot%202026-02-28%20at%2001.48.08.png)
     2. Click the **+** icon again to add another **Ring Users** step.  
        ![Screenshot 2026-02-28 at 02.24.40](https://support.vxt.co.nz/hs-fs/hubfs/Screenshot%202026-02-28%20at%2002.24.40.png?width=585&height=366&name=Screenshot%202026-02-28%20at%2002.24.40.png)  
            1. Select who should get the call next if Reception doesn’t answer — in this case, *Cherry* and *Clea*.  
               ![Screenshot 2026-02-28 at 01.48.08](https://support.vxt.co.nz/hs-fs/hubfs/Screenshot%202026-02-28%20at%2001.48.08.png?width=670&height=208&name=Screenshot%202026-02-28%20at%2001.48.08.png)
     3. Set the call **ring time** to 20 seconds.   
        ![Screenshot 2026-02-28 at 02.53.29](https://support.vxt.co.nz/hs-fs/hubfs/Screenshot%202026-02-28%20at%2002.53.29.png?width=585&height=366&name=Screenshot%202026-02-28%20at%2002.53.29.png)
     4. Hit the **+** icon and choose **connect**  
        ![Screenshot 2026-02-28 at 02.26.23](https://support.vxt.co.nz/hs-fs/hubfs/Screenshot%202026-02-28%20at%2002.26.23.png?width=670&height=419&name=Screenshot%202026-02-28%20at%2002.26.23.png)  
            1. Select the **divert** step under outside hours.  
               ![Screenshot 2026-02-28 at 02.27.35](https://support.vxt.co.nz/hs-fs/hubfs/Screenshot%202026-02-28%20at%2002.27.35.png?width=670&height=419&name=Screenshot%202026-02-28%20at%2002.27.35.png)

Remember to name your call flow and hit **save**!

**Holiday-ready call flow**

1. *A phone call comes in*  ![diagonal-arrow\_3674682](https://support.vxt.co.nz/hs-fs/hubfs/diagonal-arrow_3674682.png?width=13&height=13&name=diagonal-arrow_3674682.png) :
   
     1. **Christmas Holiday**:
        
            1. Play *Holiday greeting* audio
            2. Phone call sent to voicemail
     2. **All other dates**: 
            1. **Inside hours** (9:00 AM to 5:00 PM)
               
                     1. Ring all of the users assigned to the phone number(s) for 30 seconds.
                     2. If none of the users answer, the phone call is sent to voicemail.
            2. **Outside hours** (5:00 PM to 9:00 AM) 
                     1. All phone calls are sent to voicemail.

**![Screenshot 2026-02-28 at 03.51.09](https://support.vxt.co.nz/hs-fs/hubfs/Screenshot%202026-02-28%20at%2003.51.09.png?width=502&height=629&name=Screenshot%202026-02-28%20at%2003.51.09.png)**

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

**Guide to create this flow:**

1. Click the **+** icon under **Incoming Call**.  
   ![Screenshot 2026-02-28 at 01.26.08](https://support.vxt.co.nz/hs-fs/hubfs/Screenshot%202026-02-28%20at%2001.26.08.png?width=645&height=403&name=Screenshot%202026-02-28%20at%2001.26.08.png)
2. Add the **Date** step.  
   ![Screenshot 2026-02-28 at 04.21.38](https://support.vxt.co.nz/hs-fs/hubfs/Screenshot%202026-02-28%20at%2004.21.38.png?width=670&height=419&name=Screenshot%202026-02-28%20at%2004.21.38.png)
3. Click **Configure** and pick the dates you want in this flow.   
    ![Screenshot 2026-02-28 at 04.23.41](https://support.vxt.co.nz/hs-fs/hubfs/Screenshot%202026-02-28%20at%2004.23.41.png?width=670&height=419&name=Screenshot%202026-02-28%20at%2004.23.41.png) 
     1. For long vacations or holidays, click **New Group** to create a new date group.  
        ![Screenshot 2026-02-28 at 04.26.09](https://support.vxt.co.nz/hs-fs/hubfs/Screenshot%202026-02-28%20at%2004.26.09.png?width=670&height=419&name=Screenshot%202026-02-28%20at%2004.26.09.png)
     2. Add the specific date(s) for office closure by clicking **Add Date**.  
        ![Screenshot 2026-02-28 at 04.29.03](https://support.vxt.co.nz/hs-fs/hubfs/Screenshot%202026-02-28%20at%2004.29.03.png?width=670&height=504&name=Screenshot%202026-02-28%20at%2004.29.03.png)
     3. Give the date group a name — for example, *Christmas Holiday*.  
        ![Screenshot 2026-02-28 at 04.30.01](https://support.vxt.co.nz/hs-fs/hubfs/Screenshot%202026-02-28%20at%2004.30.01.png?width=585&height=366&name=Screenshot%202026-02-28%20at%2004.30.01.png)
     4. Make sure it’s checked and click **Save**.  
        ![Screenshot 2026-02-28 at 04.30.43](https://support.vxt.co.nz/hs-fs/hubfs/Screenshot%202026-02-28%20at%2004.30.43.png?width=670&height=419&name=Screenshot%202026-02-28%20at%2004.30.43.png)
4. Under ***Christmas holiday:*** 
     1. Click the **+**  icon and select **Play audio.**  
        ![Screenshot 2026-02-28 at 04.31.59](https://support.vxt.co.nz/hs-fs/hubfs/Screenshot%202026-02-28%20at%2004.31.59.png?width=670&height=419&name=Screenshot%202026-02-28%20at%2004.31.59.png)
     2. Select your holiday greeting or upload a new audio file.  
        ![Screenshot 2026-02-28 at 02.15.21](https://support.vxt.co.nz/hs-fs/hubfs/Screenshot%202026-02-28%20at%2002.15.21.png?width=670&height=447&name=Screenshot%202026-02-28%20at%2002.15.21.png)
     3. Click the **+** icon again and add **Send to Voicemail**.  
        ![Screenshot 2026-02-28 at 04.32.56](https://support.vxt.co.nz/hs-fs/hubfs/Screenshot%202026-02-28%20at%2004.32.56.png?width=670&height=419&name=Screenshot%202026-02-28%20at%2004.32.56.png)
5. Under **all other dates:** 
     1. Select the **Schedule** step.  
        ![Screenshot 2026-02-28 at 04.34.03](https://support.vxt.co.nz/hs-fs/hubfs/Screenshot%202026-02-28%20at%2004.34.03.png?width=670&height=419&name=Screenshot%202026-02-28%20at%2004.34.03.png)
     2. Hit **Configure** and set your office hours.  
        ![Screenshot 2026-03-02 at 17.59.38](https://support.vxt.co.nz/hs-fs/hubfs/Screenshot%202026-03-02%20at%2017.59.38.png?width=670&height=265&name=Screenshot%202026-03-02%20at%2017.59.38.png)
     3. For **Inside hours:** 
            1. Click the **+** icon and choose **Ring users**  
               ![Screenshot 2026-02-28 at 04.35.15](https://support.vxt.co.nz/hs-fs/hubfs/Screenshot%202026-02-28%20at%2004.35.15.png?width=670&height=419&name=Screenshot%202026-02-28%20at%2004.35.15.png)
            2. Hit the **+** icon again and select **Send to Voicemail**  
               ![Screenshot 2026-02-28 at 04.36.10](https://support.vxt.co.nz/hs-fs/hubfs/Screenshot%202026-02-28%20at%2004.36.10.png?width=670&height=419&name=Screenshot%202026-02-28%20at%2004.36.10.png)
     4. For **Outside hours:** 
            1. Click the **+** icon and choose **Connect.**  
               ![Screenshot 2026-02-28 at 04.37.07](https://support.vxt.co.nz/hs-fs/hubfs/Screenshot%202026-02-28%20at%2004.37.07.png?width=670&height=419&name=Screenshot%202026-02-28%20at%2004.37.07.png)
            2. Select the **Send to Voicemail** action under Ring Users. That way, callers will reach the same voicemail you use during inside hours.  
               ![Screenshot 2026-02-28 at 04.38.17](https://support.vxt.co.nz/hs-fs/hubfs/Screenshot%202026-02-28%20at%2004.38.17.png?width=670&height=419&name=Screenshot%202026-02-28%20at%2004.38.17.png)

Remember to name your call flow and hit **save**!

For more tips on getting your call flow holiday-ready, check out[our separate blog post.](https://www.vxt.ai/post/call-flows-for-the-holidays)

**Standard call menu call flow**

1. *A phone call comes in*  ![diagonal-arrow\_3674682](https://support.vxt.co.nz/hs-fs/hubfs/diagonal-arrow_3674682.png?width=13&height=13&name=diagonal-arrow_3674682.png) :
   
     1. **Inside hours** (9:00 AM to 5:00 PM)
        
            1. A call menu audio plays. 
                     1. Press **1:** 
                                1. the call goes to *Cherry* and rings for 30 seconds.
                                2. If unanswered, it’s sent to voicemail.
                     2. Press **2:**  
                                1. the call goes to *Clea* and rings for 30 seconds.
                                2. If unanswered, it’s sent to voicemail.
                     3. Press **3:**  
                                1. the call goes to *Justine* and rings for 30 seconds.
                                2. *If unanswered, it’s sent to voicemail.*
     2. **Outside hours** (5:00 PM to 9:00 AM)

1. 1. 1. An *out-of-office* message plays
            2. All calls are then directed straight to voicemail

![Screenshot 2026-02-28 at 04.52.46](https://support.vxt.co.nz/hs-fs/hubfs/Screenshot%202026-02-28%20at%2004.52.46.png?width=670&height=508&name=Screenshot%202026-02-28%20at%2004.52.46.png)

 

**Guide to create this flow:**

1. Click the **+** icon under **Incoming Call**.  
   ![Screenshot 2026-02-28 at 01.26.08](https://support.vxt.co.nz/hs-fs/hubfs/Screenshot%202026-02-28%20at%2001.26.08.png?width=670&height=419&name=Screenshot%202026-02-28%20at%2001.26.08.png)
2. Choose the **Schedule** step.![Screenshot 2026-02-28 at 01.27.14](https://support.vxt.co.nz/hs-fs/hubfs/Screenshot%202026-02-28%20at%2001.27.14.png?width=645&height=403&name=Screenshot%202026-02-28%20at%2001.27.14.png)
3. Hit **Configure** and set your office hours.![Screenshot 2026-03-02 at 17.59.38](https://support.vxt.co.nz/hs-fs/hubfs/Screenshot%202026-03-02%20at%2017.59.38.png?width=645&height=255&name=Screenshot%202026-03-02%20at%2017.59.38.png)
4. Under **Outside hours**: 
     1. Click the **+** icon and select the **play audio** step.  
        ![Screenshot 2026-02-28 at 02.09.40](https://support.vxt.co.nz/hs-fs/hubfs/Screenshot%202026-02-28%20at%2002.09.40.png?width=670&height=419&name=Screenshot%202026-02-28%20at%2002.09.40.png)
     2. Choose your *out-of-office* audio or add a new one.  
        ![Screenshot 2026-02-28 at 02.15.21](https://support.vxt.co.nz/hs-fs/hubfs/Screenshot%202026-02-28%20at%2002.15.21.png?width=670&height=447&name=Screenshot%202026-02-28%20at%2002.15.21.png)
     3. Click the **+** icon again and select the **Send to voicemail** step.  
        ![Screenshot 2026-02-28 at 05.06.59](https://support.vxt.co.nz/hs-fs/hubfs/Screenshot%202026-02-28%20at%2005.06.59.png?width=585&height=366&name=Screenshot%202026-02-28%20at%2005.06.59.png)
5. Under **Inside hours**: 
     1. Click the **+** icon and select **call menu**.  
        ![Screenshot 2026-03-02 at 17.40.49](https://support.vxt.co.nz/hs-fs/hubfs/Screenshot%202026-03-02%20at%2017.40.49.png?width=670&height=419&name=Screenshot%202026-03-02%20at%2017.40.49.png)
     2. Pick your call menu audio or add a new one. Here, it's the *Welcome message.*  
        ![Screenshot 2026-03-02 at 17.49.58](https://support.vxt.co.nz/hs-fs/hubfs/Screenshot%202026-03-02%20at%2017.49.58.png?width=670&height=494&name=Screenshot%202026-03-02%20at%2017.49.58.png)
     3. Click **Add Path** and choose the number the caller will press.  
        ![Screenshot 2026-03-02 at 17.51.00](https://support.vxt.co.nz/hs-fs/hubfs/Screenshot%202026-03-02%20at%2017.51.00.png?width=670&height=419&name=Screenshot%202026-03-02%20at%2017.51.00.png)  
            1. Under '**Pressed 1**': 
                     1. Add a **Ring Users** step.  
                        ![Screenshot 2026-02-28 at 02.22.54](https://support.vxt.co.nz/hs-fs/hubfs/Screenshot%202026-02-28%20at%2002.22.54.png?width=585&height=366&name=Screenshot%202026-02-28%20at%2002.22.54.png) 
                                1. Select the user or group to receive the call — in this case, *Cherry*.  
                                   ![Screenshot 2026-02-28 at 01.48.08](https://support.vxt.co.nz/hs-fs/hubfs/Screenshot%202026-02-28%20at%2001.48.08.png?width=524&height=163&name=Screenshot%202026-02-28%20at%2001.48.08.png)
                                2. Optional: Use the arrow to view more options  
                                   ![Screenshot 2026-04-09 at 16.39.15](https://support.vxt.co.nz/hs-fs/hubfs/Screenshot%202026-04-09%20at%2016.39.15.png?width=404&height=273&name=Screenshot%202026-04-09%20at%2016.39.15.png) 
                                             1. Enable **skip in-call users** if you want users to be skipped when they’re already on a call.  
                                                ![Screenshot 2026-04-09 at 16.40.12](https://support.vxt.co.nz/hs-fs/hubfs/Screenshot%202026-04-09%20at%2016.40.12.png?width=422&height=430&name=Screenshot%202026-04-09%20at%2016.40.12.png)
                                             2. Add a **call label**, so you'd know which line the calls are coming from.![Screenshot 2026-04-09 at 16.45.24](https://support.vxt.co.nz/hs-fs/hubfs/Screenshot%202026-04-09%20at%2016.45.24.png?width=670&height=283&name=Screenshot%202026-04-09%20at%2016.45.24.png)
                     2. Click the **+** icon again and add **Send to Voicemail**.
     4. Repeat *step c* for the other number options (e.g., 2 and 3), updating the user under **Ring Users** each time.

Remember to name your call flow and hit **save**!

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