Example Workflows
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These workflows are examples for you to recreate in the LUCS workflow editor.
You can fully customize these workflows using any Workflow Elements at your disposal. After you defined your Workflow Structures they can be used as Workflow Instances by all Organization Units, allowing them to further customize the steps in your workflow with individual Workflow Resources and Dependencies.
Simple Distribution Ringing
See also:
Call Activity – Accept Call, Disconnect Call
Workflow Element – Ask for Agent, Connect
Silent (Virtual) Transfer
See also:
- Call Activity – Accept Call, Silent (Virtual) Transfer
Emergency Case
See also:
- Call Activity – Accept Call, Disconnect Call
- Workflow Element – Connect, Ask for Agent, Emergency
Check Working Hours
See also:
- Call Activity – Accept Call, Disconnect Call
- Workflow Element – Check Working Hours, Ask for Agent, Connect
Check Agent Request Status + Current Queue Duration + Parameter Dependent Routing
See also:
- Call Activity – Accept Call
- Workflow Element – Send Agent Request, Announcement, Check Agent Request Status, Play Music, Current Queue Duration, Parameter dependent Routing, Conversation Recording
Check Contact Presence
See also:
- Call Activity – Accept Call, Blind Transfer, Silent (virtual) Transfer
- Workflow Element – Announcement, Input Customer, Check Contact Presence, Conversation Recording
Survey Question
See also:
- Call Activity – Disconnect Call
- Workflow Element – Input Customer, Announcement
Check Service State
See also:
- Workflow Element – Announcement, Check Service State, Conversation Recording
Tag Origin Type & Origin Type Routing
See also:
Call Activity – Accept Call, Decline Call, Silent (Virtual) Transfer, Blind Transfer
Workflow Element – Tag Origin Type and Origin Type Routing, Announcement, Conversation Recording, Connect
Standby Duty
See also:
- Call Activity – Accept Call, Disconnect Call
- Workflow Element – Check Working Hours, Announcement, Conversation Recording, Ask for Agent, Connect, Standby Duty
Check Presence State
See also:
- Call Activity – Accept Call, Disconnect Call
- Workflow Element – Check Presence State, Announcement, Ask for Agent, Connect
Preferred Agent Routing
See also:
- Call Activity – Accept Call, Disconnect Call
- Workflow Element – Preferred Agent Routing, Ask for Agent, Connect
Current Queue Position
See also:
- Call Activity – Accept Call
- Workflow Element – Send Agent Request, Announcement, Check Agent Request Status, Play Music, Current Queue Position, Conversation Recording
DB based Routing
See also:
- Call Activity – Accept Call. Disconnect Call
- Workflow Element – Collect Customer Information, DB based Routing, Announcement
DB Lookup to Parameter
See also:
- Call Activity – Accept Call. Disconnect Call
- Workflow Element– Collect Customer Information, DB Lookup to Parameter, Announcement
DB Validate Belgian NRN
See also:
- Call Activity – Accept Call. Disconnect Call
- Workflow Element – Collect Customer Information, Validate Belgian NRN, Announcement, Ask for Agent, Connect
Collect Customer Information & Check Parameter
See also:
- Call Activity – Accept Call, Disconnect Call
- Workflow Element – Collect Customer Information, Check Parameter, Announcement