Home 📞 Inbound Numbers (13/1300/1800 & Routing) 📞 Call Flow Manager – User Guide

📞 Call Flow Manager – User Guide

Last updated on Mar 10, 2026

Call Flow Manager is a visual platform used to create and manage inbound call routing for 1300 and 1800 services. It allows administrators to design call flows, manage schedules, upload announcements and control how calls are routed to destinations such as phones, queues or IVR menus.

Overview

Call Flow Manager provides a visual flow editor for inbound voice services.

The platform supports:

  • Creating and managing call flows

  • Scheduling flows for service numbers

  • Managing customer announcements

  • User and permission management

Administrators can configure how calls are handled for 1300, 1800 and other inbound services.

Accessing Call Flow Manager

Call Flow Manager is accessed through the Frontier portal.

👉 https://frontier.aapt.com.au/

After logging in:

  1. Open Frontier Tools

  2. Select Number Management

  3. Launch Call Flow Manager

This provides access to customer services and call routing configuration.

Customer Search

Wholesale users can search for customers using the Customer Search tool.

Search can be performed using:

  • Customer name

  • Parent organisation name

  • Customer reference

  • Service number digits

The search field supports partial matching and number-based searches for inbound services.

Customer Information Page

The Customer Information page provides a central overview of all services and call flows associated with a customer.

From this page users can:

  • View service numbers

  • See current and scheduled flows

  • Edit flow schedules

  • Upload announcements

  • Access additional functions

Depending on access permissions, users may also create or delete flows and modify service configuration.

User Access Levels

Call Flow Manager supports four access levels.

Level Permissions

  • Level 1: Read-only access

  • Level 2: Can modify switch nodes

  • Level 3: Can modify flow nodes and schedules

  • Level 4: Full access including flow creation and announcements

Higher levels provide increasing control over service configuration and flow management.

Service Information

Each inbound service number contains detailed configuration information.

This includes:

  • Service profile settings

  • Current call flow schedule

  • Historical flow configurations

Expanding a service number displays the full service profile and scheduling details.

Managing Call Flows

Each customer has a Flow List showing all flows associated with their services.

The flow list includes:

  • Flow name

  • Number of nodes

  • Usage count

  • Scheduled state

From this screen users can:

  • Open and edit existing flows

  • Create new flows

  • Schedule flows

  • Delete flows

Flows that are currently scheduled cannot be deleted.

Scheduling Call Flows

Flows are scheduled against a service number.

Administrators can:

  • Schedule a new flow

  • Reschedule an existing flow

  • Remove a schedule

Scheduling allows different call flows to be activated at specific dates or times.

Announcements

Call Flow Manager allows audio announcements to be uploaded and used in call flows.

Announcements can be:

  • Uploaded

  • Downloaded

  • Updated

  • Assigned to call flows

These announcements are typically used for:

  • Welcome messages

  • IVR prompts

  • Service notifications

  • Queue announcements

Multiple audio file formats are supported.

Flow Editor

The Flow Editor is a visual drag-and-drop interface used to build call routing logic.

A flow typically starts with a Start Node and proceeds through multiple nodes that control call behaviour.

The editor contains:

  1. Canvas – visual flow layout

  2. Properties panel – node configuration

  3. Menu bar – save, import, export and navigation controls

Flows generally read from left to right.

Common Flow Nodes

Call Flow Manager provides multiple node types for building call logic.

Start Node

The starting point of every flow.

  • Automatically added

  • Cannot be removed

Connect Node

Connects the call to a destination phone number.

Supports:

  • Call timeout settings

  • Busy and no-answer handling

  • Hunting lists

Play Announcement Node

Plays an audio message to the caller.

After playback the caller can:

  • Continue through the flow

  • Hang up

Menu Node (IVR)

Collects keypad input from the caller.

Used for options such as:

Press 1 for Sales
Press 2 for Support
Press 3 for Accounts

Time of Day Node

Routes calls based on the current time.

Common uses:

  • Business hours routing

  • After-hours routing

  • Holiday routing

Location Routing Node

Routes calls based on the caller’s geographic location.

This allows routing calls to regional offices or support teams.

Proportional Routing Node

Distributes calls between multiple destinations using round-robin or percentage logic.

Example:

  • 50% to office A

  • 50% to office B

Advanced Flow Features

Additional nodes allow advanced call routing logic.

These include:

  • Caller number routing

  • Dialled number routing

  • Loop limit control

  • User input collection

  • Prefix lookup

  • Number matching rules

These features enable complex call flows such as:

  • postcode-based routing

  • caller verification

  • service lookup databases

  • disaster recovery routing

Need Help?

If you require assistance configuring call flows or managing inbound services, contact the Think Pickle Support Team.

We can assist with:

  • Call flow configuration

  • IVR design

  • announcement uploads

  • inbound routing optimisation