Callytics

IVR Flow Builder ​

IVR Flow Builder is the visual editor for designing how calls move through Callytics. You build call routing with a drag-and-drop canvas instead of editing dialplan text, making it straightforward to design menus, queues, transfers, voicemail paths, and after-hours behavior.

Flows use a draft and publish model so you can prepare changes safely before they affect live calls. Published versions are tracked, and you can restore older versions with one click when a previous routing setup needs to be recovered.

Before a flow is published, Callytics validates the nodes and connections to catch missing configuration or invalid routing. The canvas also includes a minimap and auto-layout tools for keeping large call flows readable.

Capabilities ​

  • Drag-and-drop call flow canvas
  • Draft editing before publishing to live calls
  • Flow version history
  • One-click restore of previous versions
  • Validation before publish
  • Canvas minimap for navigating large flows
  • Auto-layout for organizing complex diagrams

Node Reference ​

Terminal nodes (hangup, voicemail, callback, queue_login) have no outgoing edges except to webhook nodes. Any node — including terminal nodes — can connect to a webhook.

Start ​

The entry point for every flow. Each flow has exactly one Start node. It has no configuration options. It has a single outgoing edge that connects to the first step of the call.

Play Audio ​

Plays an uploaded audio file or a TTS-generated prompt to the caller.

  • Config: audio_file_id — the ID of the audio file from the Audio library
  • Behaviour: Playback runs via the ARI play command. The node resolves when playback completes.
  • Edges: Single outgoing edge — continues after playback finishes
  • IVR audio playback is never recorded, regardless of any recording settings on other nodes

Get Digits ​

Waits for DTMF input from the caller and stores the collected digit string in a named call session variable for use downstream.

  • Config: variable name, expected digit count, timeout in milliseconds (default 10000ms)
  • Behaviour: Registers a ChannelDtmfReceived listener on the ARI channel. Resolves when the digit count is reached, the timeout elapses, or the caller hangs up.
  • Edges: Single outgoing edge — continues after digits are collected or timeout expires

Routes the call based on which DTMF digit or digit sequence the caller pressed.

  • Config: Digit-to-edge mappings. Supports double-digit sequences — for example, press 21 for HR, 22 for Finance.
  • Behaviour: Waits for DTMF input, matches against configured patterns, and follows the corresponding edge. A subflow stack handles nested menu re-entry.
  • Edges: One edge per configured digit pattern, plus separate edges for invalid input and timeout

Business Hours ​

Routes the call based on configured weekly schedules.

  • Config: Weekly schedule per day with start and end times
  • Behaviour: Checks the current server time against the configured schedule at the moment the node is reached
  • Edges: Two edges — in-hours and out-of-hours
  • Limitation: Midnight-crossing schedules (for example, 22:00–02:00) are not currently supported

Transfer ​

Bridges the caller to a SIP extension or a PSTN number via the configured trunk.

  • Config: destination type (extension or PSTN), destination value, trunk selection, record_call toggle
  • Behaviour: Uses formatDialNumber to clean and format the number according to the trunk's dial_format field before dialing. When record_call is enabled, Stasis calls POST /ari/bridges/{bridgeId}/record to start bridge recording.
  • Edges: Single outgoing edge after transfer completes (hangup or disconnect)

Hunt Group ​

Tries multiple destinations with one of three distribution strategies.

  • Config: destination list, strategy, record_call toggle
  • Strategies:
    • Group (simultaneous) — originates all destinations at once via ARI. Takes the first channel to answer and immediately hangs up all losing channels.
    • One by one ordered — tries destinations in the configured order. Moves to the next on no-answer or busy.
    • One by one random — same as ordered, but shuffles the destination list on each call.
  • Recording: When record_call is enabled, bridge recording starts on the winning channel via ARI.
  • Edges: Single outgoing edge after the hunt group call ends

Queue ​

Places the caller in a waiting queue until an available operator is matched.

  • Config: queue selection, timeout duration, abandon edge, timeout edge
  • Behaviour:
    • Stasis checks queue:<id>:operators in Redis for logged-in operators
    • Polls Redis every 500ms waiting for an available operator
    • When matched, Stasis creates a mixing,dtmf_events ARI bridge between the caller channel and the operator channel
    • Queue live state is Redis only — PostgreSQL is never polled for queue state
  • Edges: Outgoing edges for abandoned (caller hangs up) and timeout (max wait exceeded)

Queue Login ​

Lets a call-center operator log in or out of a queue from their softphone using a PIN.

  • Config: queue selection
  • Behaviour:
    • Stasis prompts the operator for their PIN via DTMF
    • Matches the input against operators.pin_hash in the database
    • On match, Stasis writes to Redis:
      • operator:<id>:queue = queue ID
      • operator:<id>:channel = ARI channel ID
      • Adds the operator's channel to the queue:<id>:operators set
    • Operator dials # during the PIN prompt to log out
  • Edges: Terminal node — no outgoing edges except to webhook

Conference ​

Places the caller into a named ARI conference bridge. Multiple callers joining the same room name are bridged together in a single mixing bridge.

  • Config: room name
  • Edges: Resolves when the caller leaves the conference or hangs up

Callback ​

Records the caller's callback number and stores it in the database. The caller either enters their number via DTMF or confirms their caller ID.

  • Config: callback number source (DTMF entry or caller ID), optional confirmation prompt
  • Behaviour: Stores the callback record as pending. The Callbacks page in the UI shows pending callbacks. An operator initiates the return call from the UI.
  • Edges: Terminal node — no outgoing edges except to webhook

Voicemail ​

Records a voice message from the caller via ARI channel recording.

  • Config: start audio prompt (required), maximum recording duration
  • Behaviour: Stasis calls the ARI channel recording endpoint. Recording saved as a .ulaw file in the asterisk_recordings volume.
  • Edges: Terminal node — no outgoing edges except to webhook

Webhook ​

Sends an async fire-and-forget HTTP POST to a configured URL.

  • Config: URL, optional headers, optional payload template
  • Behaviour: The HTTP request is fired without awaiting a response. Call flow execution continues immediately — the webhook never blocks the call. Can be connected from any node, including terminal nodes (hangup, voicemail, callback, queue_login).
  • Canvas: Edges to and from webhook nodes render with dashed lines. The node card shows a small "async" label.
  • Edges: Single outgoing edge (call flow continues after webhook is dispatched, not after HTTP response)

Hangup ​

Ends the call immediately.

  • Edges: Terminal node — no outgoing edges except to webhook

Released under the MIT License.

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