My first major pull request

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. Please stay on the line, and an Agent will be with you shortly."
+- This message is also configured using Cisco TTS, and can be replaced with a custom recording.
 
-### Error Handling
+**Play Music (Hold Music):**
 
-- The flow has been designed to handle unexpected issues by terminating gracefully, with fallback routes available.
+- 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 back to the Agents Busy Play Message activity.
 
-### Additional Details 
+### Additional Details
 
 For more information on Webex Contact Center Flows, refer to the detailed documentation on help.webex.com.