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1727037662122, + "eventClassificationName": "VoiceInteractions" + } + } + }, + "properties": {} + } + } + }, + "properties": { "offsetX": 0, "offsetY": 0, "zoom": 100, "gridSize": 0 } + }, + "runtimeVariables": [], + "validating": true, + "persist": true, + "validationResults": [], + "createdBy": "", + "createdDate": "", + "lastModifiedDate": "", + "lastModifiedBy": "", + "variableOrders": { + "pop-over": [ + { "name": "ani", "variableSeq": "0" }, + { "name": "dn", "variableSeq": "1" }, + { "name": "virtualTeamName", "variableSeq": "2" } + ], + "interaction-panel": [] + }, + "settings": [ + { + "name": "showActivityWait", + "value": "false", + "type": "BOOLEAN", + "group": "activityWait" + }, + { + "name": "audioFile", + "value": "", + "type": "STRING", + "group": "activityWait" + }, + { + "name": "delayTime", + "value": "2000", + "type": "INTEGER", + "group": "activityWait" + } + ] +} diff --git a/hello-world-template/README.md b/hello-world-template/README.md index 34ce818..b7b65cf 100644 --- a/hello-world-template/README.md +++ b/hello-world-template/README.md @@ -1,59 +1,54 @@ # Hello World - Template ## Name + Hello World -## Labels +## Labels + Basic, Voice, Inbound ## Description -Use this template to create a simple inbound voice flow where callers are greeted with a message and then disconnected. Often used during closed hours. +Use this template to create a simple inbound voice flow where callers are greeted with a message and then disconnected. ## Details -This flow provides a simple flow that plays an announcement to the caller. +This flow provides a simple process for playing an announcement to the caller: -Modify the flow to ensure a smooth caller experience by handling any errors or unknown conditions. - -> Note: The Flow uses Cisco Text-to-speech for all the audio activities that require prompts (if any). -> -> For music, it defaults to the `defaultmusic_on_hold.wav` file available out of box. -> -> For all organization specific configuration activities such as Queue, Entry Points, Connectors, Outdial ANI, etc. those need to be manually configured by the user before the template is published. -> +1. A call is received and enters the flow through the entry point. +2. A welcome message is played to the Caller. +3. The call is disconnected. ### Pre-requisites -- Create an Entry Point from the Control Hub settings page for Webex Contact Center. Refer to the Webex Contact Center Setup and Administration Guide. -- This flow uses Cisco TTS(Text-to-speech). Upload required static audio files if using your own audio for the prompts. +From the Control Hub settings page for Webex Contact Center: +- Create Entry Point with Mapped Phone Number -### Flow Breakdown +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. -1. Call is received and enters the flow. -2. A welcome message is played to the caller. -3. Flow is ended. +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 +## Activities Used -**Start** +**Start Flow (NewPhoneContact)** -- The flow begins when a call is received +- 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** +**Play Message (Welcome)** -- The call is directed to the "WelcomeMessage" activity, which plays a welcome message to the caller. -- This uses TTS (Text to speech) but can be a pre-recorded message, greeting the caller or providing some information. +- A message is played to welcome the caller. In this flow, the message says: "Hello World! Welcome to Webex Contact Center! I hope you have a nice day!" +- This message is configured using Cisco TTS, but can be replaced with a custom recording. -**Disconnect** +**Disconnect Contact (Hang Up)** - After the welcome message, the call is directed to the disconnect activity. - This activity disconnects the call, ending the interaction after the message has been played. - ## Additional Details -For more information, refer to the detailed documentation on help.webex.com. +For more information on Webex Contact Center Flows, refer to the detailed documentation on help.webex.com. [Webex Contact Center Flow Designer - 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) 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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