From a33a9a639627118f5df8531238491702e4bbdbb3 Mon Sep 17 00:00:00 2001 From: Anthony Holloway Date: Sat, 21 Sep 2024 16:21:40 -0500 Subject: [PATCH] Modified the flow, and updated the README. --- simple-inbound-template/README.md | 63 +- .../Simple_Inbound_Template.json | 1286 ++++++++++++++++- 2 files changed, 1319 insertions(+), 30 deletions(-) diff --git a/simple-inbound-template/README.md b/simple-inbound-template/README.md index 86f65e5..0bc0cdb 100644 --- a/simple-inbound-template/README.md +++ b/simple-inbound-template/README.md @@ -1,64 +1,69 @@ # Simple Inbound call Flow - Template ## Name + Simple Inbound Call to Queue -## Labels -Basic, Voice, Inbound, Queue +## Labels + +Basic, Voice, Inbound, Queue, Music ## Description -A simple inbound voice flow where callers are greeted, and queued to an agent, along with hold music while waiting for an agent. +A simple inbound voice flow where Callers are greeted, and then sent to a queue, along with hold music during their wait to be answered. ## Details This flow provides a straightforward process for handling inbound calls in a contact center: 1. A call is received and enters the flow through the entry point. -2. A welcome message is played to the caller. -3. The caller is placed in a queue for the next available agent. -4. While waiting in the queue, hold music is played to the caller. -5. The call flow handles error conditions gracefully and can redirect the caller if any unexpected issues arise. +2. A welcome message is played to the Caller. +3. The Caller is placed in a queue for the next available Agent. +4. While waiting in the queue, hold music is played to the Caller. + +## Pre-requisites -### Pre-requisites +From the Control Hub settings page for Webex Contact Center: -- Create Entry Point, Queue, Teams, and Entry Point Mapping from the Control Hub settings page for Webex Contact Center. Refer to the [Setup and Administration Guide](https://help.webex.com/en-us/article/n5595zd/Webex-Contact-Center-Setup-and-Administration-Guide#Cisco_Generic_Topic.dita_e338e055-64b0-4973-bd52-8a5581dcb0ee). -- This flow uses Cisco Text-to-Speech (TTS) for the welcome message. If required, upload static audio files for custom greetings. +- Create Entry Point with Mapped Phone Number +- Create one or more Agents +- Create an Agent Based Team, and associate Agents +- Create an Inbound Telephony Queue, and associate Team -This flow ensures a smooth experience by placing error-handling mechanisms and allowing fallback scenarios in case agents are not available. +This flow uses Cisco Text-to-Speech (TTS) for the welcome and queue messages. If you rather use WAV files, you can upload your own audio files, under: Control Hub > Contact Center > Audo Prompts. -### Activities Used in the Flow +Refer to the [Webex Contact Center Setup and Administration Guide](https://help.webex.com/en-us/article/n5595zd/Webex-Contact-Center-Setup-and-Administration-Guide) for more details on configuring these items. + +## Activities Used in the Flow Here are the activities used in the flow: -**Start (New Phone Contact):** +**Start Flow (NewPhoneContact):** + - The flow begins when a call is received via the entry point. - The call is accepted into the flow and proceeds to the next step. -**Play Message (Welcome Prompt):** +**Play Message (Welcome):** + - A message is played to welcome the caller. In this flow, the message says: "Welcome to Webex Contact Center!" -- This message is configured using Cisco TTS, but can be replaced with custom recordings. +- This message is configured using Cisco TTS, but can be replaced with a custom recording. -**Queue (Direct Contact):** -- After the welcome message, the call is placed into a queue. -- The queue is set to direct the call to the "Q_arubhatt" queue, which routes the caller to the longest available agent. +**Queue Contact:** -**Play Music (Music on Hold):** -- While waiting in the queue, the flow plays hold music. In this case, the default file "defaultmusic_on_hold.wav" is used, and it plays for 30 seconds before looping. +- After the welcome message, the call is placed into a queue. +- The queue is set to direct the call to the configured queue. +- If there are available Agents, the Caller will be connected to an Agent, and the flow ends. -**Play Message (Hold Message):** -- A secondary message is played while the caller is waiting: "Thank you for your patience. Please wait while we find you an expert." -- This message is also handled using Cisco TTS. +**Play Message (Agents Busy):** -**End Flow:** -- The flow terminates upon agent connection or if an error occurs. -- It ensures the caller is smoothly handled, whether they are connected to an agent or if the flow needs to end due to an error. +- A secondary message is played while the caller is waiting: "All Agents are busy assisting other callers. 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