The first main concept in Evo Voice is Endpoints. Endpoints are anything which is capable of making and/or receiving communication.
An Incoming Phone Number (sometimes called a DID) is an example of an Endpoint which receives communication (when someone dials the phone number or someone sends an SMS message to that phone number).
A User (sometimes called a Device or an Extension) is an Endpoint which is capable of making (e.g. picking up the phone and dialing something) and receiving (when someone calls the user) communication. Voice has several types of Endpoints including
- Phone Numbers
- Email Addresses
- Skype Bots
- Slack Bots.
Endpoints and Flows
Every Endpoint is associated with a single Flow. This Flow is used whenever communication is initiated on that Endpoint. For example when someone dials a Phone Number (DID) or when a User tries to dial something.
The following table shows when an Endpoint's Flow is executed
|Phone Number (DID)||The Flow is executed when someone from the outside world dials the 10 digit number (or more for international) associated with the phone number. The Flow is also executed when someone sends an SMS message to this number.|
|User||The Flow is executed when the User tries to make a call. For example, this could be when someone picks up the handset on a SIP device and dials something or when the User signed into the App tries to make a call.|
|The Flow is executed when someone sends an email to the email address|
Note A common question that comes up is why do Users only have a single Flow setting even though they can make AND receive communications. The reason for this is that whenever a User is dialed, it is happening within ANOTHER Endpoint's flow. For example, an Incoming Phone Number has a Flow which Dials a user "patrick" whenever someone calls that Phone Number. In this case, the Phone Number Endpoint is the Flow that is executing and Patrick is dialed inside that Flow.
Endpoints and Customers
Every Endpoint can optionally be associated with a Customer. When a Customer has been associated with an Endpoint, that Customer's data can be used within the Flow associated with the Endpoint
See the main topic on Customers for more information about using Customer specific data in a Flow.
Endpoints can be customized with additional fields of data which can then be used to control Flows.
You can manage these fields under the System section > Endpoint Fields as shown below
These fields will then show up on the Endpoint edit screen under Data, for example:
To use these fields within a Flow associated with the Endpoint's data, you can choose the Endpoint value source for any field, e.g.