The questionnaires and invitations that are configured in Webex Experience Management are available in the list. This allows you to quickly The system triggers this event when a voice contact is offered to an agent. Start Activities have pentagon shape and shaded left-edge. Specifies the connection timeout for the HTTP Request. Choose the variables to be mapped in the Map Current Variables and To Destination Variable drop-down lists. This event allows the flow developer to configure the activity loses the error styling in real time. Validation Details Window: This pop-up window keeps a running list of active errors in the flow. Ensure that your input has numeric values only. This activity dictates how the flow can be used and the types of activities that are available for Use this tool to convert YAML to JSON format https://www.convertjson.com/yaml-to-json.htm. validation toggle on the right of the Footer Pane at any time. a variable. In this case, the Complete this configuration in the Event Flows tab in Flow Designer. Terminating Activities have circle shape and shaded right-edge. For more information on the Play Message activity, see Play Message. Include the Set Variable activity before the Virtual Agent activity in the flow. The call control for the agent's phones is configured in the multi-tenant calling platform. The optional parameters in the Virtual Agent activity can contain personally identifiable information (PII). or Management Portal. You can use a combination of the Play Music activity and the Play Message activity in loop to make a valid call flow. Menu Links section. Make Prompt Interruptible is not checked for the Menu activity. when an agent answers a phone call, the callers experience in the queue is interrupted. The Business Hours activity enables you to use working and nonworking hours such as holidays, and overrides in your organization You can also use the double curly The following sections of the Flow Designer enable you to configure the Get Queue Info activity: #Cisco_Concept.dita_4bd2ee51-57b1-4741-b37e-7326704c916b__. Syntax: {{ jsonVariableName.fieldName }} where, jsonVariableName.fieldName should evaluate to a field in JSON variable. Specifies the connection timeout for the BRE Request. Courtesy callback ANI configuration is not can modify the variable name, description, type, and value. The Header pane displays the name of your flow, which dynamically updates when you edit the flow name from the Global Properties Hub or the Cisco Webex Contact Center Management Portal when you attempt to access Flow Designer, you automatically gain access. You cannot override any settings in the flow from the Entry Point Routing The drop-down list displays the name of all Google connectors You can configure up to ten Custom Menu Links. Choose one of the available options: Static ANI: Choose a callback number from the drop-down list. For example, you can configure this Configure a Virtual Agent in Control Hub. activity configuration. is active at any given time and routes the execution of the flow accordingly. You can add the Business Hours activity into a flow and assign that flow to an entry point. For example, +1-256 7312213. the display option as New browser tab. phone number of a call. By The following sections enable you to configure the HTTP Request activity: Enter a name for the HTTP Request activity. doesn't guarantee that the flow runs as expected. (SSML)formatted data. You can map the same variable to multiple variables Use the following table to identify the error Stores the states of the preferred agent when trying to queue the contact. valid EWT and PIQ variable values. pane. Start activity not found. Use this tool to convert XML into JSON format https://codeshack.io/xml-to-json-converter/. Enable the Set Contact Priority toggle button to prioritize the contacts waiting in the queue. Choose a variable type from the Select Variable Type drop-down list. with the query. For example, +1-2567312213, Last four digits match. If a new queue is preferred, place the task at the bottom of the preferred queue. You can create and manage flows using the Routing Strategy module. You can For each variable, ensure that the configured data type and variable value To add more audio files, click Add New. The flow developer can configure a Play Message activity either generically or based on the error code as described in the If you cannot remove a global variable, contact your administrator to enable the feature flag to remove global variables from For more information on the intents in the Dialogflow, see Intents. Custom Flow Variables. If you want the caller to be able to interrupt the menu when they enter their DTMF a customer enters an unmatched entry during execution of the Menu activity. A Start activity appears by default when you create a new This is because skill limitations are calculated when a flow is executed. The system triggers this event when a live call disconnects, and removes all participants. During the flow execution, this variable stores the name of the override that matches with the current time as defined in The event is available if you output speech. The following are the error codes and descriptions for the Get Queue Info activity: The data returned by the activity is not complete. in the selected Language and Voice. The QueueToAgent.FailureCode output variable contains one of the following values when a failure occurs. For example, 2567312213. A table appears, listing all of your existing tenant flows. The system triggers this event when the last agent disconnects from a live call, leaving the customer alone on the line. Activities that open up this event are Screen Pop and Queue Contact. Skill types such as, Boolean and Enum dont need a Condition. The Set Caller ID is a terminal activity that marks the end of an occurred PreDial event flow. The configuration options change accordingly. Upon successfully editing a variable, the changes that are made appears throughout the flow, and in the pop-over that appears When you include the Play Message activity before the HTTP Request activity in a call flow, the HTTP request executes immediately without waiting for the audio to complete. System/Global errors: Indicate the errors that occur in the system during the execution of activities. Flow designers make decisions based on the Advanced Queue Information If the ANI provided is incorrect, then the callback switches to the default system ANI. These dial numbers map to entry points that are configured in the Management You must configure the following items before you build flows in Flow Designer: The following terms are referenced in this chapter: Activity: A single step of a flow, as represented by a node in the Flow Designer interface. You can use the following activities to store the data in JSON variable: HTTP Request, Parse, and Set Variable. Contains the reason for the request. Enter a short and intuitive custom display text that replaces the Screen Pop URL on the Agent Desktop. This allows for different configuration the default value depending on the call scenario. After the agent answers a call, the configured URL populates the Screen Pop in the Desktop. For more information, see Transfer a Call to an Entry Point. The configured criteria set triggers the activity. North America: https://portal.wxcc-us1.cisco.com UK: https://portal.wxcc-eu1.cisco.com EU: https://portal.wxcc-eu2.cisco.com APJC: https://portal.wxcc-anz1.cisco.com . All contacts coming from the Entry Point associated with the configured workflow route to the chosen queue. For more information on how to mark a Global Variable as Agent Viewable, see Edit Global Variable in a Flow. The HTTP Request returns the following output variables: HTTPRequest1.httpStatusCode: Returns the status code of the HTTP. If there is no error handling path configured for the activity, the flow Ensure that all ports are connected to another activity through a link. The Queue To Agent activity reports the contact's details using the reporting queue: The reporting queue also specifies the configuration for: Enable the Park Contact if Agent is unavailable toggle button if you want to park the contact to a preferred agent until the agent becomes available. You can use flows If the output voice name that is supported by Google isnt available in the Output Voice drop-down list, disable the Override Default Language & Voice Settings toggle button. After you disable the Autosave option, save your changes manually. Consider playing a message to clarify what is expected from the caller, and then loop back to the start of the activity. The following are the error codes and descriptions for the Escalate Call Distribution Group activity: The Queue To Agent activity enables Agent-based Routing. Use this option to configure the audio prompt to be played dynamically to the customers. A message prompts you to confirm your action. All variables in the flow are available for selection. Set the After waiting in the queue for field to the duration in seconds that must exceed before the skill relaxation applies in the queue. that allows the caller to enter a DTMF digit. Choose the name of the queue for which you must retrieve a caller's estimated wait time and current position in the queue. Doing so has major implications on the flow. You can add one or more skill requirements to assign to a contact in this queue based on the selected queue. May 16, 2023 in the flow. All non-event branches must lead to the end node. Specify the duration in minutes only. Otherwise, you will lose the changes made to the flow. set. If you use the same queue, the task retains its position in the queue until Delete the link to fix the error. Resolve these errors before publishing the flow. Each Case activity has a default that the system uses for any undefined case. This provides better control and flexibility to administrators to manage contacts that are parked in a Retry for service is unavailable. For example, if you want the Virtual Agent to indicate something to the caller before the system escalates the call to an The list stays hidden until you close the Validation Details window and open it again. To add, edit, or delete variable mappings: To edit a variable mapping, choose the appropriate flow from the drop-down list. Choose String in the Variable Type drop-down list. While you create a flow, you can set the error path of an activity to handle an activity error or a generic error that you the flow. or equal to a certain value. In this case, the Variable Type drop-down field is disabled and a warning message appears. Information (PII) and Payment Card Industry (PCI) data. the caller in the configured order, alternating between the audio files and audio prompt variables. in which the caller is placed, as captured in the contact parked. that the caller doesnt go idle for too long. This ensures The Queue To Agent activity is unable to find the agent by agents id or email address. Choose the recovery queue ID from the Recovery Queue drop-down list. Support requires the Tracking Id. All of the Event Output Variables available for use in a flow automatically appear in the Global Properties pane after an event is introduced to the flow, and also in the Properties pane for the associated Event Handler activity. This is a default parameter that you can edit or delete, based on the rules The Boolean determines whether to check the agent availability in the variable queue. When you include the Play Music activity before the HTTP Request activity in a call flow, the HTTP request executes only after the audio is played fully. Stores the status code whose value depends on the outcome of the conversation between the Virtual Agent and the customer. Email or SMS Post Call Surveys: Configure the Feedback activity in the Event Flows tab in the Flow Designer after the PhoneContactEnded event. messages, audio files, and audio prompt variables. By default, the toggle button is disabled. Note. To provide an offline Email/SMS survey to the customer, do the following: Choose the Email or SMS-based survey from the drop-down list. Include the Set Variable activity before the Virtual Agent activity in the flow. Entry Point: Displays the entry point assigned to the flow. The variable name dynamically changes A message appears stating that the flow has been successfully reverted. This activity indicates the event Inter-Digit Timeout isnt applicable for customers using the Voice Services Platform. The selection dictates the language, gender, and tone For example: 2567312213. The contact has reached maximum limit from being queued to multiple queues. For example, in this basic condition use case, the expression checks to see if the callers AccountNumber is greater than You can configure the flow for undefined errors by connecting the output path of this activity to appropriate activities. Support Variables for Custom Prefills in Post-call Surveys . Collect Digits activity in the call flow. more information about how to delete a global variable, see Remove Global Variables from a Flow. triggered at some point during the execution of the Main Flow. During flow execution, the system doesn't log or store CollectDigits.DigitsEntered: Stores the digits entered by the caller during the Collect Digits activity instance. The validation starts and errors display in the window. . For example, 2213. or the False path. verification of all the activity settings and other dependent flow configurations for a successful flow execution. Specify the additional variables as custom prefills that are passed (in addition to survey responses) from Webex Contact Center The following sections enable you to configure the Queue Contact activity: If you don't see the fields such as Static Queue, Variable Queue, Variable Priority, Variable Skill Value, Set Contact Priority, and Variable Agent Availability Check, contact Cisco Support to enable the corresponding feature flag. Stores the URL that points to the transcript of the conversation between the Virtual Agent and the customer. that the system uses to read text-to-speech messages to the caller. The file downloads to your local system with the existing filename in JSON format. The Custom Menu Links option allows you to configure one or more menu links based on the organizational requirements. You can't edit a variable when it is in use. The flow variables are sorted in alphabetical order with variables beginning with uppercase first, followed by variables with You can see this field only when the Set Contact Priority toggle button is enabled. However, To play an inline survey to the customer, do the following: Choose the voice-based survey from the drop-down list. The Get Queue Info activity provides the caller's current Position in Queue (PIQ) and the Estimated Wait Time (EWT) along with other Activity output variables. Each value indicates a failure code and a failure Choose this option if the current flow should go to an entry point. After you choose a variable in either the Map Current Variables or To Destination Variable drop-down lists, the other drop-down list displays only the variables of the same data type. If you want to define unique behavior In this diagram, a flowchart symbol or an icon represents each different step in a specific process. They have This adds a new row to the configuration where you can choose an audio file from a dropdown list. When you enable the Mark Agent Viewable toggle button, the following fields appear: Desktop Label: Specify the label that is associated with this variable when it appears on the Desktop. Call Distribution Group-Teams. All Activities in Call Handling and Activities in Flow Control expose this event. Failed instances are shown in red. OPTIONS: Describe the communication options for the target resource. Don't use the End Flow activity in an IVR flow. To specify a variable, use this syntax: {{variable}}. It is a circle from which you can drag or connect a link. The Edit Flow Variable dialog box appears. get during the flow execution. HTTPRequest.HTTPStatusCode: Stores the status code received when the HTTP Request is attempted. For organizations that are provisioned with the new RTMS platform, the system configures the prompt interruptible by default, The following sections enable you to configure the Virtual Agent activity: The Virtual Agent powers the natural language conversation as part of the IVR experience with the caller. There are no constraints on the flow size or canvas usage. Set the variable value to the required language code (for example, fr-CA). Indicates the output path of the Virtual Agent that is based on the error that occurs during the conversation between the of the message to read the dynamic content. Terminating Activities: These activities end a flow or flow path. The default wait time You can mark flow variables as Secure to prevent logging and storing of any sensitive information such as Personally Identifiable The default value messages, audio files, and audio prompt variables. You can use variables Webex Contact Center can be integrated with Dedicated Instance with the following deployment models: Option 1: Agent's phone on Webex Calling Multi-tenant. The required ANI can be configured using Set Caller ID activity Click this icon to show a contextual tooltip that summarizes any errors with the activity. FLOW CONTROL: Flow Control activities are agnostic to Flow Type, and you use them to control the logic in the flow regardless of the use that are defined in Control Hub. If there is an error, the contact center does not play any audio message to notify the customer of the error, by default. This configuration For Click Add Skill Relaxation Step to add a new skill relaxation group. From the Management Portal navigation bar, choose Routing Strategy > Flows. Use the Set Variable activity to set value to a variable. as desired. variable stores, so you know how to use the variable in your flow. If the Start Offset is set as 45 seconds and the music duration is 30 seconds, the file plays the last 15 seconds and loops back to the start To remove an audio file from the sequence, click the Delete icon that appears beside each drop-down list. description. The system parses and handles this JSON in the fulfillment application. The Global Properties pane displays by default when the Flow loads. You can Stores the failure details. Database operation is failed during the activity execution. country code. against AgentOffered event to provide customer-related information to the agent, before the agent takes or answers a call. in every flow to indicate that the flow ends eventually. Click the Queue To Agent activity to configure the activity settings. values such as Default Value, Agent Viewability, Agent Editable, and Desktop Label. Choose the audio file from the drop-down list. scripting functionality through variables for advanced users. Choose a flow variable which returns an integer with priority 19 from the Contact Priority Variable drop-down list. configure these activities from the scratch. You can remove a global variable that is not in use in any flow. The activities are grouped based on whether they appear in the Main Flow or Event Flows tab. For example, as part of a GET Request, use: To add an HTTP Header, click Add New. Choose the desired audio file from errors. Click the Set Value radio button to set the variable to a specific value. an entry point. The agent You can configure up to a total of five audio prompts (text-to-speech messages, audio files, and audio prompt You can give each activity a unique label and description. You can build a single event handling flow for each event. Choose a flow from the Flow drop-down to indicate the flow that controls this end-to-end call experience during the time interval specified in the routing For more details on Index Access in Pebble, Ensure that your input has numeric values. PhoneContactEnded: This event is triggered when a live call is disconnected, and all participants are removed. the next agent is available. The field accepts two types In this session, we'll review several key components required to get an inbound call into the Webex Contact Center including Dialed Numbers, Entry Points, Queues, Routing Strategies, and Call Flows. Enable the Check Agent Availability toggle button to exclude teams with no available agents from routing as time in the queue progresses. The Canvas is the gray working space on which you drop the activities. If you forcefully delete an entry point or flow that is used in flow chaining from the Management Portal, the flow control Based on the digit that the caller enters, the flow can take a different path. see Create Custom Flow Variables. Choose the flow variable from the drop-down list. HEAD: Asks for a response identical to that of a GET request, but without the response body. with the entry point. The functionality of the output paths depends on the configuration and the flow that is defined by the administrator. If no priority is assigned to the contact, then the default priority is 10. If you Use the Business Hours activity to program a schedule of operation in a flow. While most attributes of an Event Output Variable are predefined and cannot be edited, you can edit the variable to modify pane. Activity Output Variables use the following syntax:
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