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Lab 2 - Seamless Call Transfer & Preserving flow Variables

Please use the following credentials to connect to Control Hub and configure Webex Contact Center:
Control Hub URL https://admin.webex.com
Username labuserID@wx1.wbx.ai (where ID is your assigned pod number; this ID will be provided by your proctor)
Password webexONE1!

Objective

The objective of this exercise is to correct a call flow that currently loses global variables during a transfer.

The current flow is as follows:

  • A customer calls and presses option 1, which transfers the call to another department. This transfer causes the call to leave the system and re-enter through a new entry point, creating a new call leg. Within this new flow, the customer presses the user ID option to reach the correct team and agent.

  • This process presents two main issues for the business:

    • The call is unnecessarily leaving and re-entering the system.
    • All original global variables are lost during this transfer, which prevents the agent from seeing crucial information.

  • The task is to correct this flow so that the call is transferred seamlessly to the correct destination while preserving all original global variables for the agent.

Section 1 : Experience the Issue

  • Ensure that the agent is logged into the desktop and has an "Available" status.

  • Call the same entry point number that was configured in Lab 1 for an inbound call and press option 1.

  • You will hear a ringback and a menu prompting you to enter your user ID.

  • The ringback you hear is the first issue, as it indicates a new call is being made and hitting a transferred entry point (DN).

  • Once you enter your user ID, the call will be presented to the agent.

  • Accept the call.

  • On the desktop, you should see two flow variables, "Wbex_one_Tansfer" and "Webex_one" However, you will notice that they are not appearing.

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  • This is the second problem: The original flow variables collected in the first flow are being dropped during the transfer.

Section 2 : Inspect the Flow

  • To understand why this is happening, let's inspect the first flow.

  • In the Customer Experience section of Control Hub, select "Flows" and search for the flow you have mapped to your entry point, "WebexOne_Flow_[num]."

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  • In the menu node for Option 1, you will notice that it maps to a "Blind Transfer" node.

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  • Select the Blind Transfer node, and you will see it is transferring the call to a number "19842906070", which is mapped to a different flow called "WebexOne_Flow_Transfer"

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  • This is the core of the problem. We are instructing the flow to transfer the call to an external number, which creates a new call leg.

  • As a result, the variables as well defined in this flow are not being passed to the "WebexOne_Flow_Transfer" flow.

  • To check these variables, click on any empty space on the flow canvas and review the right side of the flow in Variable Definition section.

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Section 3 : Correct the Flow

  • To rectify this, we need a node that handles internal transfers more effectively.

  • The Flow Designer provides a "GoTo Node" specifically for this use case.

Note

A GoTo Node is used to seamlessly transfer a call to another flow within the same system, preserving variables. A Blind Transfer node is used to transfer a call to an external number.

  • To replace the Blind Transfer node, first enable the edit mode of the flow designer.

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  • Delete the Blind Transfer node by selecting it and pressing the delete key.

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  • From the Flow Control section, drag a "GoTo Node" onto the canvas.

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  • In the GoTo Node's properties, select "Entry point" as the destination type and map it to "WebexOne_Transfer_EP"

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  • Connect the Menu node's Option 1 output to the GoTo Node and the "undefined" error output to the "End of the flow" node, as shown in the screenshot above

  • Toggle "Validation" to "On" to ensure there are no validation errors, and then publish the flow.

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Section 4 : Verify the Solution

  • Ensure that the agent is logged into the desktop and has an "Available" status.

  • Call your provided number from your cell phone again and press Option 1.

  • You should hear no ringback, but instead, be directly presented with the menu option to enter your user ID.

  • This resolves the first problem of creating a new call leg for the transfer.

  • Once you provide the user ID, the agent should receive the call.

  • After the call is accepted, you should now see the two variables defined in the first flow on the agent desktop.

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  • This confirms that the second problem of variables being lost has also been resolved.

Congratulations !! on successfully completing this exercise!

You've learned how to perform seamless internal transfers within entry points and now understand the crucial difference between a Blind Transfer and a GoTo Node.