Adding a Workflow

Workflows are the glue that ties together the agent groups and queues. The workflow settings determine how a caller reaches a specific queue depending on question responses, time of day, or holidays. To add work flows navigate to the following path:

Click on Service Management link. Under Response Group tab, click on Workflows tab. To add a new work flow click on Add New Workflow button.

There are two types of work flows that are supported in Control Panel Hunt groups, and interactive groups.

1. Hunt Group

Simple routing to a hunt group you define and additional settings such as welcome message, availability, and music on hold.

2. Interactive

In addition to Hunt Group settings, you can specify up to two levels of questions that callers will hear. Each question can have up to four possible answers.

Under Hunt Group or IVR Group Section, Please provide the following details:

• Display name: Enter a friendly name of the workflow.

• Activate the workflow: Check if you want to enabled this workflow group.

• Enable for federation: Check if you want to be enabled for federation.

• Enable agent anonymity: Check if you want to enable agent anonymity.  If you enable agent anonymity, some call modalities will be disabled.

• SIP Address: Enter SIP address or domain name

• Telephone Number: Provide telephone number and extension.

• Display Number: Provide the number which is displayed.

• Description: Enter description of the workflow group.

• Workflow Type: Select the workflow is managed or unmanaged.

Select Language for the workflow under Language Selection Section.

Configure welcome message under Welcome Message section.

• Play a welcome message. Choose the message format: Check this box to configure a welcome message.

• Configure Welcome Message: Choose on of the following:

• Use text-to-speech

• Select a recording 

Define business hours for a workflow under Business Hours section.

• Time zone: Select time zone for a workflow from the dropdown list.

• Configure the business hours schedule: Select one of the following:

• Use a preset schedule: Select a predefined schedule from the dropdown list.

• Use a custom schedule: Define a new schedule.

• To edit or add hours of operation, type in your opening and closing times: Select days and define open and close hours.

• Play a message when the response group is outside of business hours: Check the option if you want to know when the response group is outside of business hours

• Outside of business hours, process call as follows (after the message has played, if you have configured one): Select a process for call.

To configure a holiday set from Holidays Section.

• Standard holiday lists: Select the holiday set which is already defined from the drop down list.

• Play a message during holidays: Select  message to be displayed during holidays.

• Outside of business hours, process call as follows (after the message has played, if you have configured one): Define how to process a call.

Select a music file when the when the call is on hold under Music on Hold section.

Configure IVR responses under IVR Responses section.

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