Overview

The Workflows module allows you to build inbound call workflows that manage the caller's experience prior to an agent answering the call.

A workflow maps the set of distinct possible interactions between an Interactive Voice Response (IVR) and a caller to the contact centre.

In the Contact Centre, a Workflow Template is used to design and create an automated workflow. Similar to a flow chart, a workflow can contain music, voice recordings, and menus to assist the caller to join the correct queue. The workflow is composed of workflow objects that are created from templates contained in the Cloud Contact Centre.

1. Add a Workflow Scenario

This feature allows you to add new objects to your workflow and edit those in place.

The Workflow Builder is a graphical representation of the paths in the workflow. New objects can only be added to the end of a path. If you delete an object by clicking the Delete icon all objects below that object are also deleted.

  1. Open the Workspace

  2. Select Workflows from the Resources menu

  3. Click the Add new Workflow button

  4. Give the Workflow a name and description then press save

  5. Click the Preview icon next to the record you just created:

  6. The Workflow Builder opens. Click the Add new Object icon

     

  7. The Add or Edit Workflow Object dialog opens. Select the object type from the drop-down selection list. The dialog expands accordingly. A full list of objects is shown below

  8. Set the parameters for the object you have selected.

  9. Click Save to save the details.

  10. Repeat steps 6-9 as required

  11. Click the Back to Workflow List icon when you are satisfied with the Workflow

2. Display Workflows

This feature allows you to view a list of the workflows created within the contact centre. Using this list you can locate a specific workflow and view,  edit, or delete it.

  1. Open the Workspace.

  2. Select Workflows from the Resources menu.

The complete list of workflows is displayed. Each row of the list contains the following fields:

Column Name

What you should do

Workflow Name

The unique name used to refer to the Workflow.

Description

A textual description of the workflow. Use this to explain what it does, so it is obvious how it should be used within a campaign.

Delete

Click on this icon to remove the workflow.
You will be prompted to confirm the deletion process

Preview

Click on this icon to view an interactive workflow schematic, in which you can add workflow objects or edit existing ones

Edit

Click on this icon to edit the workflow name and description

Clone

Click on this icon to make a copy of an existing workflow.
The Workflow Details dialog opens allowing you to assign a new name and description to the copy

Quick Search

If you know the Workflow Name, enter it into the Quick Search and click on the search icon 

3. List of Workflow Objects

Click on an object for more information

4. Example Workflow Scenarios

Workflow Scenario One

An incoming call is routed to an Automated Workflow which checks that the time of day is acceptable. It gives the caller a simple menu with three choices. It accepts their input and routes the call to an appropriate inbound call queue.

Workflow Object

What action occurs

Play Sound

Using a voice recording, the caller is welcomed.

Validate Operational Hours

The time of day is checked to see if agents are at work. The time is acceptable.

Play Sound

Using a voice recording, the caller is offered a list of menu items.

Select Option

The caller makes a choice by entering a digit. (They enter '1')

Play Sound

Using a voice recording, the caller is thanked and told they have been added to the queue of their choice.

Join Queue

The call is added to the queue.

  

Workflow Scenario Two

An incoming call is routed to an Automated Workflow which checks that the time of day is acceptable. The time of the call is unacceptable. The caller is informed and is offered the choice to record a message or to request a callback. They choose to receive a callback. They enter a preferred phone number for the callback and their details are added to a callback queue.

Worlflow Object

What action occurs

Play Sound

Using a voice recording, the caller is welcomed.

Validate Operational Hours

The time of day is checked to see if agents are at work. (The time is not acceptable.)

Play Sound

Using a voice recording, the caller is informed that they have called when the contact centre (or the campaign office) is closed.

Play Sound

Using a voice recording, the caller is offered a list of menu items.

Select Object

The caller makes a choice by entering a digit. They have requested a callback.

Play Sound

Using a voice recording, the caller is told how to enter their preferred phone number for the callback.

Capture Digits

The caller enters 10 digits. It is validated for correctness.

Join Queue

The call is added to the correct callback queue.

5. Read-Only Activity Data Fields

A number of read-only data fields that are managed by the system can be accessed from two of the workflow objects, Branch On Value and Process Payment. These fields are in the activities namespace, so can be accessed using the syntax: %activities:fieldname%.

The available fields are:

Field ame

Description

activity_source

The CLI (i.e. the phone number) of an incoming call. If this has been blocked by the user, it will be set to "Anonymous".

activity_destination

The DNIS (i.e. the phone number) that was called, when this incoming call was received.

campaign_id

The numeric identifier of the campaign to which this activity is assigned. This could be 0 if it is an incoming call that has come directly into this workflow, and no Select Campaign object has yet been executed.