Comprehensive Inbound Template

comprehensive-voice-flow-template/README.md

@@ -1,98 +1,126 @@
-# Comprehensive Inbound Contact Flow - Template
+# Comprehensive Inbound Call Flow - Template
 
 ## Name
-Comprehensive Inbound Contact Flow
 
-## Labels 
-Intermediate, Voice, Inbound, PIQ, Queue
+Comprehensive Inbound Call Flow
+
+## Labels
+
+Intermediate, Voice, Inbound, Menu, Queue, PIQ, Music, Callback, Voicemail, Error Handling
 
 ## Description
 
-This flow demonstrates a comprehensive inbound voice call scenario for Webex Contact Center. It includes handling business hours, holidays, emergency overrides, self-service options, position in queue (PIQ) announcements, and customer callback options. This is suitable for environments where basic self-service and call queuing are essential.
+A comprehensive voice flow where Callers are greeted, then we check business hours, holidays, and any overrides (i.e., emergency closing). We continue on with self-service menu options, queuing, announcing position in queue (PIQ), customer callback and voicemail opt-out options. We finish off with two event flows: global error handling, and Agent screen pop. This is suitable for environments where basic self-service and call queuing are essential.
 
 ## Details
 
-This inbound flow provides a comprehensive handling of incoming calls, covering business hours checks, position in queue announcements, and callback options. Modify the flow to fit specific organization needs and to handle unknown conditions gracefully.
+This flow provides a comprehensive handling of incoming 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. Business Hours, Holidays, Overrides are checked
+   a. Overrides have highest priority, then holidays, then working hours (aka shifts), and if none of those three match, then Default (aka after hours) is the branch taken.
+   b. For overrides, holidays and after hours we play an appropriate message to the caller then hang up.
+4. A menu is presented to the caller, where the default option is set to the second menu option. This is important for when DTMF is either not working, or not possible (e.g., hands free calling while driving)
+5. While waiting in the queue, hold messaging and music are played to the Caller.
+6. Depending on queue depth, the Caller is offer alternatives to waiting in queue: Callback and voicemail opt-out.
+7. We handle all errors in this flow, with the majority of the error handling being a continuation of the flow. We try to survive the error, and just keep moving forward.
+8. We handle erros in queuing the Caller, by leveraging the event flow error handler, which tells the caller we're experiencing an error, and to try their call again later.
+
+## Pre-requisites
+
+From the Control Hub settings page for Webex Contact Center:
+
+- Create Entry Point with Mapped Phone Number
+- Create one or more Agents
+- Create one or more Agent Based Teams, and associate Agent(s)
+- Create two Inbound Telephony Queues, and associate Team(s)
+- Create an Override schedule
+- Create a Holiday schedule
+- Create a Business Hours schedule and associate override and holiday schedules
+
+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.
+
+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 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):**
+
+- 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 a custom recording.
+
+**Business Hours:**
+
+- The flow checks the current date & time against the defined business hours, holidays and overrides
+- If the current date & time falls within any override defined, then the override path is chosen
+- If the current date falls within any holiday defined, then the holiday path is chosen
+- If the current day of week and time falls within a defined business hours shift, then the working hours path is chosen
+- If none of the above happens, then the default path is chosen
+
+**Play Message (Override, Holiday and After Hours):**
 
-> Note: This flow uses Cisco Text-to-Speech (TTS) for audio activities requiring prompts (if any).
->
-> For music, it defaults to the `defaultmusic_on_hold.wav` file provided out-of-box.
->
-> All organization-specific configurations such as Queue, Entry Points, Connectors, Outdial ANI must be manually configured in the Control Hub settings page for Webex Contact Center before publishing.
+- These play message steps alert the caller to the reason for the closure
 
-### Pre-requisites
+**Menu (Main):**
 
-- Create Entry Point, Queue, Teams, and Entry Point Mapping from the Control Hub settings page for Webex Contact Center. 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#Cisco_Generic_Topic.dita_e338e055-64b0-4973-bd52-8a5581dcb0ee).
-- Set up working hours, holiday lists, and emergency overrides from Control Hub → Services → Contact Center Setup → Business Hours.
-- If Cisco Text-to-Speech (TTS) is not enabled for prompts, upload the required static audio files.
+- Press 1 for Support: The call is queued for the support team
+- Press 2 for Sales: The call is queued for the sales team
+- Press nothing: The call is sent to Sales
+- Press invalid option: The call is sent to Sales
 
-### Flow Breakdown
+**Queue Contact:**
 
-1. **Call is Received:**
-   - Call enters the flow at the **NewPhoneContact** activity.
+- After the menu, the call is placed into a specific queue
+- If there are available Agents, the Caller will be connected to an Agent, and the flow ends
 
-2. **Check Business Hours:**
-   - The flow checks the current time against the defined business hours using the **BusinessHours** activity.
-     - **Working Hours:** The call is routed to the **Work_Non_WorkHours_Match** activity, and further handled based on conditions such as open hours or after-hours.
-     - **Holidays:** The **Holiday_Closed** message plays, informing the caller that the office is closed due to a holiday, followed by disconnection.
-     - **Emergency Override:** The **Override_Emergency** activity plays an emergency override message, followed by disconnection.
-     - **After Hours:** The **AfterHours_Prompt** activity plays a closed-hours message, and the call is disconnected.
+**Advanced Queue Info:**
 
-3. **Self-Service Options:**
-   - During open hours, the **WelcomeMenu** (IVR Menu) activity plays a menu offering basic self-service options to callers:
-     - **Press 1 for Customer Support:** The call is queued for the support team.
-     - **Press 2 for Sales:** The call is queued for the sales team.
+- This activity grabs multiple statistics about the caller and the queue selected, but we are only interested in using position in queue (PIQ) for this flow
 
-4. **Queue Placement:**
-   - The caller is placed in a queue using the **Queue** activity.
-   - The **GetPositioninQueue** activity retrieves the caller’s position in the queue, and this information is announced to the caller using the **PlayPIQ** activity.
+**Set Variable (PIQ):**
 
-5. **Callback and Voicemail Options:**
-   - If the caller chooses to leave a voicemail or request a callback, the **FinalMenu** activity is triggered:
-     - **Press 1 for Callback:** The **Callback_guf** activity is used to schedule a callback.
-     - **Press 2 for Voicemail:** The call is transferred to voicemail using the **VoiceMail** activity.
+- We use the set variable step to store the PIQ value
+- We do this so that we can collapse the flow logic into a single stream, after starting as two separate streams with the outcome of the menu
+- This is an optional optimization to collapse the logic
 
-6. **Hold Music:**
-   - While waiting in the queue, the caller hears hold music using the **MusicOnHold** activity.
+**Play Message (Agent Busy):**
 
-7. **Loop Handling:**
-   - The flow ensures that if a caller loops too many times (via the **CallLoopCycle** and **LoopCycle** activities), they are directed to the final menu options (callback or voicemail).
+- We inform the Caller that all Agents are busy
+- We also inform the Caller of their PIQ
 
-8. **Call Disconnection:**
-   - After all steps are completed or if the caller chooses to exit, the call is disconnected using the **DisconnectContact** activities.
+**Condition (PIQ):**
 
-### Activities Used
+- This activity checks if the PIQ of the Caller is below or above a certain theshold
+- In this way, we avoid offering Callback to a Caller who is first in line (PIQ = 1)
 
-**Start**
-- **NewPhoneContact:** Starts the flow when the call is received.
+**Menu (Callback and Voicemail):**
 
-**Business Hours Check**
-- **BusinessHours:** Checks if the call is during business hours, holidays, or emergency override situations.
+- If the Caller's PIQ exceeds our defined threshold of 9 Callers in queue, we offer alterntive options than waiting in the queue listening to music
+- If the Caller chooses Callback, we take their caller ID number and the entry point number they dialed, and submit a callback request on their behalf. We then thank them, and disconnect the call.
+- If the Caller chooses to leave a voicemail, we use a blind transfer to send the Caller to an extension. This extension should be configured in your telephony system to be answered by voicemail.
 
-**IVR Menu**
-- **WelcomeMenu:** Plays a menu with options for self-service (Press 1 for Support, Press 2 for Sales).
+**Play Message (Comfort):**
 
-**Queue Handling**
-- **Queue:** Places the caller in a queue for the appropriate team (e.g., support or sales).
-- **GetPositioninQueue:** Retrieves and announces the caller's position in the queue.
-- **PlayPIQ:** Announces the caller’s position in the queue.
+- A secondary message is played while the caller is waiting to keep them comfortable about the wait
 
-**Callback and Voicemail Options**
-- **FinalMenu:** Offers callback or voicemail options if the call loops multiple times.
-- **Callback_guf:** Schedules a callback for the caller.
-- **VoiceMail:** Transfers the caller to voicemail.
+**Play Music (Hold Music):**
 
-**Hold Music**
-- **MusicOnHold:** Plays hold music while the caller waits in the queue.
+- 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 Comfort Play Message activity.
 
-**Loop Handling**
-- **CallLoopCycle and LoopCycle:** Ensures that calls looping too many times are directed to the final menu.
+**Play Message (Callback Failure):**
 
-**Disconnection**
-- **DisconnectContact:** Disconnects the call after messages or when the caller chooses to end the interaction.
+- If we have trouble with the Callback feature, we let the Caller know, and continue the queue treatment
 
 ### Additional Details
 
-For more information, refer to the detailed documentation on the Webex Contact Center help portal.
+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)
+[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)

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)