Traditional CTI services use a basic flow execution model to control the flow of calls. When a call comes in, the flow starts with call control actions like answering, transferring to a queue, and other simple actions.

The flow execution continues until the call ends, or the user initiates a hang-up command to stop the flow execution. However, this model is limited to call channels only, and other communication channels are not supported.

This was OK for traditional CTI service. But how can we provide this with CPaaS technology? How should we control the flow if the channel is not a call? The CPaaS supports many more communication channels, including voice, video, SMS, email, and others. To control the flow of all these channels, CPaaS providers should offer a unified interface that can control the flow of all channel types.

I implemented this called “Activeflow” in a VoIPBin service.

Activeflow is a powerful concept that provides a unified flow control interface for all channel types. It is created when flow execution starts and allows users to control the flow for any channel type. In VoIPBin’s implementation of Activeflow, customers can use the hang-up command for call channels and Activeflow’s stop command for all other channel types.

Overall, Activeflow is a critical feature that CPaaS providers should offer, as it provides a simple and unified way to control the flow of all communication channels. This helps users save time and increase productivity while managing their communication channels in a more flexible and customizable way.

This is details about the activeflow.

https://api.voipbin.net/docs/activeflow.html

The Call-flow is a vital part of traditional CTI services. It is used to execute specific actions based on incoming or outgoing voice calls. However, with the advent of CPaaS, the traditional call-flow system is no longer sufficient.

CPaaS services provide multiple communication channels such as voice and video calls, SMS, emails, and chat. But, most CPaaS services offer flow execution only for incoming/outgoing voice calls.

However, if flow execution can be provided for multiple channels, including SMS and email, it opens up a whole new world of possibilities. It enables the creation of custom flows based on the contents of the incoming message or email.

The ability to trigger flows with multiple channel types and create conditional branches based on the contents of those channels has the potential to streamline workflows, improve efficiency, and enhance customer satisfaction.

This is where the future of CPaaS services should be headed – providing a unified flow service that can handle multiple channels with ease.

The unified flow service should provide – a flow management system that can be attached to any type of channel, whether it is voice or video calls, SMS, email, or chat. The system allows for the creation of customized flows with conditional branches based on message content.

Additionally, the flow management system can be executed with or without any type of outgoing channel. This allows users to create a complete communication workflow, from incoming messages to outgoing responses, all managed through a single platform.

In conclusion, the CPaaS should support the unified flow service a flexible and customizable flow management system that can be attached to multiple channel types. With the ability to create custom flows based on message content and execute them with any type of outgoing channel, the service streamlines workflows and enhances productivity. This is the future of CPaaS services, and it opens up new opportunities for businesses to improve their communication processes.

Here’s my implementation of this idea. The VoIPBin provides unified flow execution including the above concept. This might be a crazy idea, but I just made it for fun.

https://api.voipbin.net/docs/flow.html#unified-flow