Workflows

Overview

The Workflows module allows the creation and management of inbound call workflows that make up 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 an object is deleted by clicking the Delete icon, all objects below that object are also deleted.

Open the Workspace
Select Workflows from the Resources menu
Click the Create new Workflow button
Give the Workflow a name and description then press save
To Edit the new Workflow, locate it in the list view and click on the record or the icon on the far right for more options.
Click the Add Workflow Object button to start building the Workflow
The Add or Edit Workflow Object dialog opens. Select the object type from the drop-down selection list. A full list of objects is shown below
Set the parameters for the object you have selected.
Click Save to save the details.
Repeat steps 6-9 as required
Click the Return to Workflow Listing icon when you are satisfied with the Workflow

2. List of Workflow Objects

Click on an object for more information:

Apply Schedule
Branch on Value (BoV)
Call External Function
Capture Digits
Capture Voice
Divert to Holding Queue
Divert to Phone Number
Dynamic Play Sound
Go to Alternative Workflow
Go to Object
Interactive Join Queue (IJQ)
Join Queue
Maintain Position in Queue (MPIQ)
Monitor Agent
Monitor Campaign
Play Sound
Process Payment
Request Callback
Say Text
Select Campaign
Select Option
Web Service Connector
ipSCAPE Pay IVR

IVR Workflow object rate limiting is applied to restrict the number of objects a channel can go through within a period of time to protect users in scenarios where a workflow has been created with an infinite loop which may cause system degradation.

By default the limit is set to 40 objects per minute. If a call exceeds this limit, the call will be terminated and details logged with ipSCAPE.

3. 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.
Apply Schedule	The time of day is checked to see if agents are at work. The time is acceptable.
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.
Apply Schedule	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 offered a list of menu items.
Select Object	The caller makes a choice by entering a digit. They have requested a callback.
Capture Digits	Using an explanatory prompt, the caller is told how to enter their preferred phone number for the callback.The caller enters 10 digits. It is validated for correctness.
Join Queue	The call is added to the correct callback queue.

4. 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.