Avoiding Workflow Issues

The workflow editor is a very powerful tool, but also allows for misconfigurations and lost calls. Listed below are the most common issues our users report, and how to avoid them:

Issue Caused by How to Avoid
Calls are not getting accepted at all "Start" node wasn't connected to any other Workflow Activity node.
  • Always ensure that the "Accept Conversation" activity is used as soon as possible.
Calls are accepted but not handled (to completion) Announcements or similar activities have exit nodes which are not handled, resulting in stuck calls.
  • Always make sure to handle exit cases of activities.
  • Always end calls with an escape - e.g. "Disconnect Conversation" (even after "transfer" scenario).
Calls are stuck in an infinite loop Steps redirecting on themselves with no exit condition.
  • Always end calls with an escape - e.g. "Disconnect Conversation" (even after "transfer" scenario).
Calls were not re-entered in the same Queue

Calls reaching the end of a Queue e.g. "Timeout" getting re-inserted into the same queue. 

This causes inconsistent reporting states for the call and sometimes Infinite loops.

  • Always end calls with an escape - e.g. "Disconnect Conversation" (even after "transfer" scenario).
  • "Queue" each caller only once per service.
  • Use Multiple "Queue" activities within a workflow by clearly separating them, e.g. by "Input Customer (IVR)" so each path can only be taken once.
  • Use the "Check Task" and "Cancel Task" activities to play announcements or react otherwise to calls already in a (long) queue.
Parameter checks fail or the default exit is always taken Either the parameter is not written correctly (or not in time) or the validation with regular expression fails to find a pattern. In either case the workflow activity takes the default exits.

WORKFLOW BEST PRACTICE

  • Make sure to use Workflow Templates as pointers on how your workflows should be structured. Gradually expand and test your configurations to avoid mistakes.
  • We gradually expand our Power Automate Use Cases with examples that also include the workflow editor. Make sure to check back regularly get the most out of Nimbus and your external systems.
  • Keep in mind that any workflow changes (either in Distribution Service Settings or the workflow itself) take effect immediately. We therefore recommend to test larger changes on a (hidden) service with a test call.
 

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