Creating a Self Service Support Option in an Emergency

Story

It is July 19, 2024 and your IT department is starting their day off with a full call queue of users which are all reporting the same issue as 8.5 million other PC users, their PCs are crashing or will not boot. Worst of all your IT team cannot remotely access they affected user's PC and must walk them through the remediation steps over the phone. As fortune would have it, the required steps for remediation were quickly spreading across the internet. Now you just need to walk your users through the remediation process so they can get back to work.

High Level Explanation

A Business Hours Override has already been configured and is currently being used to let callers know that there is a widespread event causing a higher than normal call volume.
Another team member has created a webhook flow in Connect to send an SMS message with instructions for resolving the issue and collect feedback from the customer regarding resolution status.
Create a new flow to handle the logic for the emergency event
1. Inform callers that they will need to take actions on their PC to resolve the issue.
2. Give callers the option to receive an SMS with a link to instructions or enter the queue as the X caller in queue.
3. If they choose to receive the SMS, collect their SMS number and use a webhook to send them an SMS message.
4. If they choose to wait in the queue, queue the call.
After unit testing the new flow, edit the main flow changing the Play Message option into a Menu and a go to flow node

Preconfigured elements

Existing main flow for the IT department
Business Hours
Business Hours Overrides
Webhook for sending SMS

Build

Create a new Flow

Create a flow named yourLabID_CrowdStrikeHelp

Add a Get Queue Info node

Connect the New Phone Contact to this Get Queue Info node

Select: Static Queue

Queue:

Lookback Time

EWT Lookback: 5 Minutes

Connect the output, Insufficient Information, and Failure node edges this Menu node

Enable Text-To-Speech

Select the Connector: Cisco Cloud Text-to-Speech

Click the Add Text-to-Speech Message button

Delete the Selection for Audio File

Text-to-Speech Message: In order to resolve this issue, you will need to follow several steps on your PC as a technician will not be able to remotely connect to your machine. Resolving this issue should only take a few minutes. To receive a link to a video walk through via text message which will help you resolve this immediately, press 1. To enter the queue as the {{GetQueueInfo_NODEID.CallsQueuedNow + 1}} call in the queue press 2.

In the Text-to-Speech Message replace GetQueueInfo_NODEID.CallsQueuedNow with the correct Get Queue Info output variable for Calls Queued Now.

Select: Make Prompt Interruptible

In Custom Menu Links:

Use the Add New button and the Digit Number selector to provide Options 1 and 2

Connect the No-Input Timeout and Unmatched Entry node edges and connect them to the front of this Menu node

Add a Collect Digits node

Connect the 1 output node edge from the Menu node to this Collect Digits node

Enable Text-To-Speech

Select the Connector: Cisco Cloud Text-to-Speech

Click the Add Text-to-Speech Message button

Delete the Selection for Audio File

Text-to-Speech Message: Please enter your 10 digit mobile phone number starting with the area code.

Select: Make Prompt Interruptible

In Advanced Settings

Minimum Digits: 10

Maximum Digits: 10

Connect the No-Input Timeout and Unmatched Entry node edges and connect them to the front of this Collect Digits node

Connect the output node edge from the Collect Digits node to this Menu node

Enable Text-To-Speech

Select the Connector: Cisco Cloud Text-to-Speech

Click the Add Text-to-Speech Message button

Delete the Selection for Audio File

Text-to-Speech Message: <speak>You have entered <say-as interpret-as='telephone'>{{CollectDigits_NODEID.DigitsEntered}}</say-as>. To receive an SMS message at this number, press 1. To enter a different number, press 2. </speak>

In the Text-to-Speech Message replace CollectDigits_NODEID.DigitsEntered with the correct Collect Digits output variable for Digits Entered.

Select: Make Prompt Interruptible

In Custom Menu Links:

Use the Add New button and the Digit Number selector to provide Options 1 and 2

Connect the No-Input Timeout and Unmatched Entry node edges and connect them to the front of this Menu node

Connect the 2 node edge output to the Collect Digits Node

Add an HTTP Request node

Connect the 1 output node edge from the last Menu node to this HTTP Request node

Turn off Use Authenticated Endpoint

Request URL: https://hooks.us.webexconnect.io/events/IB8ZVWPJUL

Method: POST

Content Type: Application/JSON

Request Body:
{
"ANI": "{{NewPhoneContact.ANI}}",
"sms": "+1{{CollectDigits_NODEID.DigitsEntered}}",
"taskID": "{{NewPhoneContact.interactionId}}"
}
In the request body, replace CollectDigits_NODEID.DigitsEntered with the correct Collect Digits output variable for Digits Entered.

Add A Play Message node

Connect the output node edge from the HTTP Request node to this Play Message node

Enable Text-To-Speech

Select the Connector: Cisco Cloud Text-to-Speech

Click the Add Text-to-Speech Message button

Delete the Selection for Audio File

Text-to-Speech Message: You should receive a text message with a link to instructions for resolving the issue within a few minutes. Goodbye.

Connect the output node edge from this node to the Disconnect Contact node added in the next step.

Add a Disconnect Contact node

Add a Queue Contact node

Connect the 2 output node edge from the first menu node to this Queue Contact node.

Select Static Queue

Queue: yourQueueID

Add a Play Music node

Connect the output from the Queue Contact node to this Play Music node

Select Static Audio File

Music File: defaultmusic_on_hold_cisco_opus_no_1.wav

Connect the output node edge to the front of this Play Music Node

Check your flow

Publish your flow

Turn on Validation at the bottom right corner of the flow builder

If there are no Flow Errors, Click Publish

Add a publish note

Add Version Label(s): Live

Click Publish Flow

Map your flow to your inbound channel

Navigate to Control Hub > Contact Center > Channels

Locate your Inbound Channel (you can use the search):

Select the Routing Flow: _CrowdStrikeHelp

Select the Version Label: Live

Click Save in the lower right corner of the screen

Unit Test the Flow

Using Webex, place a call to your Inbound Channel number
1. You should here the TTS message explaining the issue, giving you the option to press 1 to receive a link to instructions via SMS or to enter the queue as the 1 call in queue press 2.
2. Press 2
  1. you should here the music in queue.
  2. Hang up
Using Webex, place a call to your Inbound Channel number
1. You should here the TTS message explaining the issue, giving you the option to press 1 to receive a link to instructions via SMS or to enter the queue as the 1 call in queue press 2.
2. Press 1
3. Enter your 10 digit US based mobile number
4. You should here the message "You have entered", number you entered read back to you, and the option to receive and SMS message at that number or to enter in another number.
  1. Press 2
  2. Enter in a different number
  3. You should here the message "You have entered", number you entered read back to you, and the option to receive and SMS message at that number or to enter in another number.
    1. Press 2
      1. Enter in your original SMS number
      2. You should here the message "You have entered", number you entered read back to you, and the option to receive and SMS message at that number or to enter in another number.
      3. Press 1
      4. You will hear the message "You should receive a text message with a link to instructions for resolving the issue within a few minutes. Goodbye."
      5. The call will be disconnected
You will Receive an SMS message with a link to a youtube video and instructions to reply either "Resolved" or "Help"
1. Reply Resolved

Edit the CrowdStrike_Starter Flow

In Control Hub > Contact Center > Flows

Open the flow: _CrowdStrikeStarter

Switch on the Edit toggle in the header section of the flow builder

Delete the Play Message node which is connected to the CrowdStrike node edge of the

Add a Menu node

Connect the output node edge from the Collect Digits node to this Menu node

Enable Text-To-Speech

Select the Connector: Cisco Cloud Text-to-Speech

Click the Add Text-to-Speech Message button

Delete the Selection for Audio File

Text-to-Speech Message: There is a widespread Issue with Microsoft Windows not being able to boot and giving a bluescreen. If you are facing this issue, please press 1. If you are calling regarding a different issue, press 2.

Select: Make Prompt Interruptible

In Custom Menu Links:

Use the Add New button and the Digit Number selector to provide Options 1 and 2

Connect the No-Input Timeout and Unmatched Entry node edges and connect them to the front of this Menu node

Connect the 2 node edge output to the main Menu node

Add a Go To node

Connect the 1 node edge from the new Menu node you created in the previous step to this Go To node

Destination Type: Flow

Select Static Flow

Flow: _CrowdStrikeHelp

Choose Version Label: Latest

Check your flow

Publish the Flow Using the Test Tag

Turn on Validation at the bottom right corner of the flow builder

If there are no Flow Errors, Click Publish

Add a publish note

Add Version Label(s): Test

Click Publish Flow

Map your flow to your inbound channel

Navigate to Control Hub > Contact Center > Channels

Locate your Inbound Channel (you can use the search):

Select the Routing Flow: _CrowdStrikeStarter

Select the Version Label: Live

Click Save in the lower right corner of the screen

Make a test call to your inbound channel number

From Webex call your mapped inbound channel number:

Note

You will not hear the changes you have made to the flow as you published a different version of the flow using the version label.
This is to show that you can make changes to a flow without affecting the live/active version of the running flow.
In the next step we will map the "Test" version of the flow you just published.
Pretend that the next mapping activity would be completed on a number you are using for testing before committing your changes to the live flow.

Map your flow to your inbound channel

Navigate to Control Hub > Contact Center > Channels

Locate your Inbound Channel (you can use the search):

Select the Routing Flow: _CrowdStrikeStarter

Select the Version Label: Test

Click Save in the lower right corner of the screen

Dev Testing

Using Webex, place a call to your Inbound Channel number
1. After hearing the Menu prompt to press 1 if you are experiencing the blue screen issue or 2 if you are calling about a different issue, press 2.
2. You should hear the normal main menu prompt
  1. Hang up
Using Webex, place a call to your Inbound Channel number
1. After hearing the Menu prompt to press 1 if you are experiencing the blue screen issue or 2 if you are calling about a different issue.
2. Enter no selection
  1. You should hear the previous menu prompt again.
  2. Press 2.
  3. You should hear the first Menu prompt from the _CrowdStrikeHelp
  4. Hang up or you can test one of the paths again.

Publish the flow with the Live Tag

Turn on Validation at the bottom right corner of the flow builder

If there are no Flow Errors, Click Publish

Add a publish note

Add Version Label(s): Live

Click Publish Flow

Map your flow to your inbound channel

Navigate to Control Hub > Contact Center > Channels

Locate your Inbound Channel (you can use the search):

Select the Routing Flow: _CrowdStrikeStarter

Select the Version Label: Live

Click Save in the lower right corner of the screen

Note

Pretend that this mapping activity would be completed on the main number for the production IT flow.

Smoke Test

Using Webex, place a call to your Inbound Channel number
1. After hearing the Menu prompt to press 1 if you are experiencing the blue screen issue or 2 if you are calling about a different issue, press 2.
2. You should hear the normal main menu prompt
  1. Hang up
Using Webex, place a call to your Inbound Channel number
1. After hearing the Menu prompt to press 1 if you are experiencing the blue screen issue or 2 if you are calling about a different issue.
2. Enter no selection
  1. You should hear the previous menu prompt again.
  2. Press 2.
  3. You should hear the first Menu prompt from the _CrowdStrikeHelp
  4. Hang up or you can test one of the paths again.
Answer the following questions:
1. Why did we run the same tests as we did for the Dev Testing?
2. How could we change the flow behavior after the CrowdStrike event has ended? (There are several answers.)
3. How would you improve this flow?

Once you have completed the testing, let the instructor know.

Creating a Self Service Support Option in an Emergency

Story

High Level Explanation

Preconfigured elements

Build

Create a new Flow

Add a Get Queue Info node

Add a Menu node

Add a Collect Digits node

Add a Menu Node

Add an HTTP Request node

Add A Play Message node

Add a Disconnect Contact node

Add a Queue Contact node

Add a Play Music node

Check your flow

Publish your flow

Map your flow to your inbound channel

Unit Test the Flow

Edit the CrowdStrike_Starter Flow

Replace the Play Message node which we put in once we identified the event with a Menu node

Add a Go To node

Check your flow

Publish the Flow Using the Test Tag

Map your flow to your inbound channel

Make a test call to your inbound channel number

Map your flow to your inbound channel

Dev Testing

Publish the flow with the Live Tag

Map your flow to your inbound channel

Smoke Test

Once you have completed the testing, let the instructor know.