Lab 5 – Flows

In this lab, you will learn how to create flows for queues.

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Instructions:

1.a. Contact Center-> Customer Experience-> Flows-> Manage Flows-> Create Flows-> Start Fresh

Use Case: Each queue needs a specific flow to tailor the customer experience and make sure inquiries are handled according to the team’s processes

Flow Number 1

  • Name: CompanyFlow

  • Add the following Activities to the canvas

  • Do NOT connect the Activities until instructed

    • Help Page
Activity Configuration - Main Flow
Business Hours Activity Label: BusinessHours
Static Business Hours: Work Week
Play Message Activity Label: Welcome

Audio: Enable TTS (Text To Speech)

Connector: Cisco Cloud Text-to-Speech

 Text: Welcome to Global Support Solutions
Menu Activity Label: Menu1

Audio: Enable TTS (Text To Speech)

Connector: Cisco Cloud Text-to-Speech

Text: For support, please press 1, for service please press 2

Make Prompt interruptible: Enable

Custom Menu Links:

Digit Number 1 = Support

Digit Number 2 = Service
Menu Activity Label: Menu2

Audio: Enable TTS (Text To Speech)

Connector: Cisco Cloud Text-to-Speech

Text: For additions press 1, for moves press 2 and for configuration press 3.

Make Prompt interruptible: Enable

Custom Menu Links:

Digit Number 1 = Adds

Digit Number 2 = Moves

Digit Number 3 = Changes
Blind Transfer Activity Label: ToVmail
Specific Dial Number: 5000
Queue Contact Activity Label: SupportQ

Static Queue: Support Q

Set Contact Priority: Enable

Set Contact Priority: Value = 5

Add Static Skill: Support

Value: is True
Queue Contact Activity Label: AddQ
Static Queue: Support Q

Add Static Skill: Adds

Value: is True
Queue Contact Activity Label: MoveQ
Static Queue: Support Q

Add Static Skill: Moves

Value: is True
Queue Contact Activity Label: ChangesQ
Static Queue: Support Q

Add Static Skill: Changes

Value: >= 4
Play Music Activity Label: PlayMusic
Static Audio File: defaultmusic_on_hold_cisco_opus_no_1.wav

Start Offset = 0

Music Duration: 3600
1.b. Contact Center-> Customer Experience-> Flows
Task: Link the activities together

  • NewPhoneContact Activity

    • Output –> Business Hours

  • Business Hours Activity

    • Holidays –> ToVmail

    • Override -> ToVmail

    • Default -> ToVmail

    • Working Hours –> Welcome

  • Welcome Activity

    • Output -> Menu 1

  • Menu 1 Activity

    • Menu Link 1 –> SupportQ

    • Menu Link 2 –> Menu 2

    • No-Input Timeout -> Start of Menu 1 Activity

  • Menu 2 Activity

    • Menu Link 1 –> AddQ

    • Menu Link 2 –> MoveQ

    • Menu Link 2 -> ChangesQ

    • No-Input Timeout -> Start of Menu 2 Activity

  • All Queue Activities

    • Output –> PlayMusic

  • PlayMusic Activity

    • Output –> Start of PlayMusic Activity

Validate and Publish flow using Latest Version
2.a. Contact Center-> Customer Experience-> Flows

Flow Number 2

  • Name: OverseasFlow

  • Add the following Activities to the canvas

  • Do NOT connect the Activities until instructed

    • Help Page
Activity Configuration - Main Flow
Business Hours Activity Label: BusinessHours
Static Business Hours: Work Week
Play Message Activity Label: Welcome

Audio: Enable TTS (Text To Speech)

Connector: Cisco Cloud Text-to-Speech

 Text: Welcome to the Global Support Solutions overseas department. Please hold and we will be with you shortly.
Blind Transfer Activity Label: ToVmail
Specific Number to Dial: 5000
Play Music Activity Label: PlayMusic
Audio File: defaultmusic_on_hold_cisco_opus_no_1.wav

Offset = 0

Music Duration: 3600
2.b. Contact Center-> Customer Experience-> Flows
Task: Link activities together

  • NewPhoneContact Activity

    • Output –> Business Hours

  • Business Hours Activity

    • Holidays –> ToVmail

    • Override -> ToVmail

    • Default -> ToVmail

    • Working Hours –> Welcome

  • Welcome Activity

    • Output -> OverseasQ

  • OverseasQ Activity

    • Output –> PlayMusic

  • PlayMusic Activity

    Output –> Start of PlayMusic Activity

Validate and Publish flow using Latest Version
3.a. Contact Center-> Customer Experience-> Flows

Flow Number 3

  • Name: SalesFlow

  • Add the following Activities to the canvas

  • Do NOT connect the Activities until instructed

    • Help Page
Activity Configuration - Main Flow
Business Hours Activity Label: BusinessHours
Static Business Hours: Work Week
Play Message Activity Label: Welcome

Audio: Enable TTS (Text To Speech)

Connector: Cisco Cloud Text-to-Speech

 Text: Welcome to the Sales Department of Global Support Solutions. We will be with you shortly
Blind Transfer Activity Label: ToVmail
Specific Number to Dial: 5000
Queue Contact Activity Label: SalesQ
Static Queue: Sales Q
Play Music Activity Label: PlayMusic
Audio File: defaultmusic_on_hold_cisco_opus_no_1.wav

Offset = 0

Music Duration: 3600
Blind Transfer Activity Label: ToVmail
Specific Number to Dial: 5000
3.b. Contact Center-> Customer Experience-> Flows
Task: Link activities together

  • NewPhoneContact Activity

    • Output –> Business Hours

  • Business Hours Activity

    • Holidays –> ToVmail

Validate and Publish flow using Latest Version
STOP

ACI

END OF LAB