Workflow Elements

Announcement

The ‘Announcement’ activity is used to set up a message that will be played/sent to user during audio/IM conversation.

The conversation has to be accepted (see "Accept Call" activity) before the announcement can be played.

The announcements must be specified per language, so that ICH can play/send the one according to the service culture.

Services: Language defined for a service

Announcement Element

Activity contains the following properties:

Property Name	Description	Value
DisconnectCall:Description	[Deprecated]
DisconnectCall:Enabeld	[Deprecated]
InstantMessagingStatement:Description	Informative description. Message will not be displayed to customer.
InstantMessagingStatement:Enabeld	The system sends the configured IM message to the chat participant if set to true.	true / false
InstantMessagingStatement:IsDataTrackingEnabeld	Reserved for future use.
InstantMessagingStatement:IsStoppable	[Deprecated]
InstantMessagingStatement:Statement	The content of instant message which is sent to the chat partner. There can be up one text specified per language.	Thank you for contacting us. Your chat is very important to us. Please wait while we connect you to next available agent.
SpeechStatement:AudioAnnouncementAudioFile	The prerecorded audio file specified here will be played to the caller. The audio file can be selected from the workflow resources or set freely. For the last option, the audio file has to present in the announcement path of the ICH component. There can be up to one audio file specified per language.	wma file
SpeechStatement:AudioAnnouncementTextual	ICH plays the content specified here with the Text To Speech engine to the caller, if the audio file parameter (SpeechStatement:AudioAnnouncementAudioFile) is not defined. There can be up to one text specified per language. IMPORTANT: To use this feature, the appropriated TTS language has to be installed on the LUCS machines.	Thank you for calling. Your call is very important to us. Please stay on the line while we connect you to next available agent.
SpeechStatement:Description	Informative description. Message will not be displayed to customer.
SpeechStatement:Enabeld	The system plays the specified audio file or text to speech content if set to true.	true / false
SpeechStatement:IsDataTrackingEnabeld	Reserved for future use.
SpeechStatement:IsStoppable	If this flag is set to true and an ‘open’ AgentRequest gets solved, the current announcement is stopped immediately. The next announcements with the flag enabled will be skipped until the connect activity (0) is reached.

Check Working Hours

Check Working Hours’ activity checks working hours of a service at the moment the activity is reached. A service can have up to 11 different opening categories like ‘Open’, ‘Closed’, ‘Holiday’, etc. and can act depending on them. For example calls/chats can be be sent to voicemail or transferred.

To use this activity, the following prerequisites have to be done:

CI component is installed, configured and running (LC: Topology/Components)
Opening hours box is configured (LC: Topology/Credentials)
Calendar entry categories match the configured names

CI determines the current opening hour state with the help of the calendar entry category.

If a calendar entry contains multiple categories, the more specific one is taken (Exit Order descending).
If no calendar entry is present, CI will return the default one. (Specified in LC: Topology/Components)

Check Working Hours Element

Activity contains the following properties:

Property Name	Description	Values
CheckWorkingHoursActivityLogic:Location	Allowed to request a Mailbox different from configured in service call.	Email address

The following exits are possible:

Exit	Description	Order
CheckingFailure	The opening hours couldn’t be checked due to an error. Ex. there was not opening hours box specified for the service or the CI component cannot be reached.
Closed	The service opening hours box returned closed.	1
Open	The service opening hours box returned open.	2
FlexibleTime	The service opening hours box returned flexible time.	3
PreHoliday	The service opening hours box returned pre holiday.	4
InternationalHoliday	The service opening hours box returned international holiday.	5
NationalHoliday	The service opening hours box returned national holiday.	6
LocalHoliday	The service opening hours box returned local holiday.	7
Special1	The service opening hours box returned special1.	8
Special2	The service opening hours box returned special2.	9
Special3	The service opening hours box returned special3.	10
Special4	The service opening hours box returned special4.	11

Check Presence State

‘Check Presence State’ activity checks the SfB presence state of the current service. Based on presence state, the conversation can take a specific route according to workflow configuration.

This presence state depends on the service configuration and the current availability of agents.

Check presence state

Property Name	Description	Values
No properties can be specified.

The following exits are possible:

Exit	Description
Available	The service has the presence state available. If the default settings are used, at least one agent is selectable in the first distribution profile.
Busy	The service has the presence state busy. If the default settings are used, at least one agent is in time available. (there are agents signed in for this service, but no one is selectable in the first distribution profile)
Away	The service has the presence state away. If the default settings are used, no agents are signed for this service.
Offline	The service has the presence state offline.

Check Service State

The ‘Check Service State’ workflow activity makes the conversation routing decision based on the service state configured on LUCS Configurator -> Services -> Services tab.

Check Service State element

Property Name	Description	Values
No properties can be specified.

The following exits are possible:

Exit	Description
Direct Selectable	Is choosen when service state is ‘Direct Selectable’
In Time Selectable	Is choosen when service state is ‘In Time Selectable’
No One Available	Is choosen when service state is ‘No One Available’

Check Modality Type

The ‘Check Modality Type’ determines the conversation’s initial modality. Initial modalities can be chat/IM or audio/video. Based on the conversation type the conversation can take a specific route according to the workflow configuration.

Check Modality Type Element

Property Name	Description	Values
No properties to be specified.

The following exits are possible:

Exit	Description
InstantMessaging	The participant connected initially by chat.
AudioVideoCall	The participant connected initially by voice or video.
Unkown	The modality couldn’t be determined.

Ask for Agent

‘Ask for Agent’ activity requests an agent for the specified service from the system. A request is solved when an agent is reserved for this task. The caller / chat participant will then get connected to the agent in the connect element.

For an agent to be found for the task, he has to be:

Selectable
- SignedIn in SfB Client
- Not in an audio video conversation
- Not in aftercall work state
- In a ‘selectable’ SfB presence state
- Not reserved for another agent request
Available for the required modality (IM, AV)
Responsible for the task according to his current traits (skills and responsibilities)

For simplicity, this activity is combined with the the "Check Presence State" workflow element and will return the current presence state of the service.

Ask for Agent Element

Activity contains the following properties:

Property Name	Description	Values
AskForAgentActivityLogic:ServiceUri	Allows to request an agent for another service represented by the ServiceSipUri	service sip uri

The following exits are possible:

Exit	Description
Available	The service has the presence state available. If the default settings are used, at least one agent is selectable in the first distribution profile.
Busy	The service has the presence state busy. If the default settings are used, at least one agent is in time available. (there are agents signed in for this service, but no one is selectable in the first distribution profile)
Away	The service has the presence state away. If the default settings are used, no agents are signed for this service.
Offline	The service has the presence state offline.

Connect

In the ‘Connect’ the participant waits to be connected to an agent. A variety of parameters gives the possibility to customize the waiting time.

This activity should be used only after the ‘ask for agent’ workflow element is used.

Connect Element

Activity contains the following properties:

Property Name	Description	Values
ConnectActivityLogic: FirstImAnnouncement	First announcement that is displayed to chat partner after the time set in the Timer elapsed. There can be up to one text per language. Announcement is not displayed if the Timer is not set or set to ’00:00:00’.
ConnectActivityLogic: FirstSpeechAnnouncementAudioFile	This audio file is played after the Timer is the 1^st time elapsed. Value can be set in the following ways: – Use Workflow Resource: user has to select a wokflow resource existing in the system. – Specify Filename: user has to specify filename manually. The audio file has to be present in the announcement path of the ICH component. – Use Placeholders: user has to choose one placeholder configured in the system For ‘Use Workflow Resource’ and ‘Specify Filename’ options user have to define a Culture language. The system will select the appropriate announcement to play according the culture of the service. There can be up to one audio file per language. Announcement is not played if the Timer is not set or set to ’00:00:00’.
ConnectActivityLogic: FirstSpeechAnnouncementTextual	Announcement that is played to the caller (TTS) after the Timer is the 1^st time elapsed. If ‘FirstSpeechAnnouncementAudioFile’ value is set, the ‘FirstSpeechAnnouncementTextual’ is not taken into account. There can be up to one text per language. Announcement is not played if the Timer is not set or set to ’00:00:00’.
ConnectActivityLogic:MaxRonaTries	Number of attempts to reach selectable Agents. If agent does not answer the conversation, RONA (Redirect on no answer) happens and the conversation is redistributed again. The conversation will exit the Connect Activity immediately after MaxRonaTries value is exceeded, even if the MaxWaitTime has not yet been exceeded
ConnectActivityLogic:MaxWaitTime	Max time the participant has to wait in this activity to get connected to an agent. The conversation will exit the Connect Activity after the max waiting time is reached. If the time is up at the moment the system tries to reach an agent, the activity will not exit until the result of the connection attempt is clear.	00:03:00
ConnectActivityLogic: MusicInQueueImmedialtly	If value is set to true, the music will be played as soon the participant reaches the connect activity. Otherwise, the music will be played after the first RONA has occurred.	true / false
ConnectActivityLogic:MusicOnHold	Defines the music that will be played when the participant waits in the activity. If the field is set, the connect box will always play the specified file. If not specified, ICH will play the files which are specified in the MusicInQueue folder. If the MusicInQueue folder is empty, the files in the MusicOnHold folder are played instead.	file.wma
ConnectActivityLogic:RonaTimeout	Amount of time the agent has time to accept a conversation. If he misses/declines or doesn’t accept the conversation, his SfB state is set to RONA. The RonaTries will be increased by 1 and the system tries to find another agent, until the MaxWaitTime or MaxRonaTries is reached.	00:00:15
ConnectActivityLogic: SecondImAnnouncement*	Announcement that is displayed to a chat partner after the Timer is the 2^nd time elapsed. There can be up to one text per language. Announcement is not displayed if the Timer is not set or set to ’00:00:00’.
ConnectActivityLogic: SecondSpeechAnnouncementAudioFile*	This audio file is played after the Timer is for the 2^nd time elapsed. Value can be set in the following ways: – Use Workflow Resource: user has to select a wokflow resource existing in the system. – Specify Filename: user has to specify filename manually. The audio file has to be present in the announcement path of the ICH component. – Use Placeholders: user has to choose one placeholder configured in the system For ‘Use Workflow Resource’ and ‘Specify Filename’ options user has to define a Culture language. The system will select the appropriate announcement to play according to the culture of the service. There can be up to one audio file per language. Announcement is not played if the Timer is not set or set to ’00:00:00’.
ConnectActivityLogic: SecondSpeechAnnouncementTextual*	Announcement that is played to the caller (TTS) after the Timer is for the 2^st time elapsed. If ‘SecondSpeechAnnouncementAudioFile’ value is set, the ‘SecondSpeechAnnouncementTextual’ is not taken into account. There can be up to one text per language. Announcement is not played if the Timer is not set or set to ’00:00:00’.
ConnectActivityLogic:Timer	Time after which the 1^st / 2^nd announcement is displayed/played.	00:00:30

* SecondAnnouncements are played repeatedly in Timer time until the Connect activity is left (MaxWaitTime/MaxRonaTries/Successfully connected).

The following exits are possible:

Exit

Description

Connected

The participant was connected successfully to an agent.

ConnectionFailure

The participant wasn’t connected to the agent. Reasons can be:

– Maximum wait time reached

– Maximum number of RONAs reached

Input Customer

The ‘Input Customer’ activity allows customers to make an input (DTMF tones/Speech-To-Text in call scenario; chat message in IM scenario) and take a different path in the workflow . Common scenarios are language or topic choice on a general service line. There can be up to 10 different selections and the participant can be guided by a variety of announcements.

Input Customer Element

Activity contains the following properties:

Property Name	Description	Values
AddTraitActivity:Trait	[Deprecated]
DisconnectCall:Description	Informative description. Message will not be displayed to the caller anywhere.
DisconnectCall:Enabled	[Deprecated]
InstantMessagingQuestionAnswer:AcknowledgePrompt	Provides confirmation before the input text is sent for recognition. There can be up to one text specified per language	Thanks for your input.
InstantMessagingQuestionAnswer:Description	Informative description. Message will not be displayed to the participant anywhere.
InstantMessagingQuestionAnswer:Enabled	If set to false, the system will not use this activity for instant messaging conversations.	true / false
InstantMessagingQuestionAnswer:EscalatedNoRecognitionPrompt	If the participant didn’t enter a valid input for the 2^nd time, this prompt will be sent to the participant. There can be up to one text specified per language.	Sorry, we still cannot recognize your input, please try again.
InstantMessagingQuestionAnswer:EscalatedSilencePrompt	If the participant didn’t enter any input after the 1^st time (2^nd etc.), this prompt is sent as a chat message. There can be up to one text specified per language.	Please press a button to make your choice. To be connected with our agent press 1. For Sales press 2. For Support press 3. For information about the company press 4. To leave us a message press 5.
InstantMessagingQuestionAnswer:ExpectedInputs	Define the list of inputs (Digits, Texts) which the participant has to enter. According to the position of the digit/input in the list, they will be navigated to one of the exits.	1;2;Three;4;5
InstantMessagingQuestionAnswer:HelpPrompt	[Reserved for future use]
InstantMessagingQuestionAnswer:IncompleteTimeout	Define the maximum time the system waits for a valid input. If no valid input is received, the activity will take the ‘NoRecognition’ exit.	00:02:00
InstantMessagingQuestionAnswer:InitialSilenceTimeout	Define how long the system should wait for customers’ input before playing the Silence / EscalatedSilence prompt.	00:00:10
InstantMessagingQuestionAnswer:MainPrompt	Main and 1^st prompt which is sent to the participant.	Welcome to COMPANY X. To be connected with our agents press 1. For Sales press 2. For Support press 3. For information about the company press 4. To leave us a message press 5.
InstantMessagingQuestionAnswer:NoRecognitionPrompt	Text sent to the participant if he enters an invalid input.	Sorry, we cannot recognize your input, please try again.
InstantMessagingQuestionAnswer:SilencePrompt	Prompt that is sent to the participant when he isn’t sending any instant message within the in SpeechQuestionAnswer:InitialSilenceTimeout defined time.	Please press a button to make your choice. To be connected with our agent press 1. For Sales press 2. For Support press 3. For information about the company press 4. To leave us a message press 5.
SpeechQuestionAnswer:CanBargIn	The caller can enter any voice or dtmf input without first having to listen to the entire prompt. Once the first input is received, the current announcement will be stopped immediately.	true / false
SpeechQuestionAnswer:CompleteTimeout	Define how long the system should wait before assuming all DTMF tone(s) were fully received. This option is only taken into consideration if system offers options starting with the same digits (ex. 2;22;23) or if a multi-digit number is not fully entered and the system waits for completion. Valid range: 00:00:01 – 00:00:09	00:00:09
SpeechQuestionAnswer:Description	Informative description. Message will not be displayed to participant anywhere.
SpeechQuestionAnswer:Enabled	If set to false, the system will skip this activity for av conversations.	true / false
SpeechQuestionAnswer:EscalatedNoRecognitionPromptAudioFile	This audio file is played if the user doesn’t provide a valid input starting from the second try. Value can be set in the following ways: – Use Workflow Resource: user has to select a wokflow resource existing in the system. – Specify Filename: user has to specify filename manually. The audio file has to be present in the announcement path of the ICH component. – Use Placeholders: user has to choose one placeholder configured in the system For ‘Use Workflow Resource’ and ‘Specify Filename’ options user has to define a Culture language. The system will select the appropriate announcement to play according the culture of the service. There can be up to one audio file per language.	Wma file
SpeechQuestionAnswer:EscalatedNoRecognitionPromptTextual	Announcement that is if the user doesn’t provide a valid input starting from the second try. If ‘EscalatedNoRecognitionPromptAudioFile’ value is set, the ‘EsacalatedNoRecognitionPromptTextual’ is not taken into account. There can be up to one text per language.	Sorry, we still cannot recognize your input, please try again.
SpeechQuestionAnswer:EscalatedSilencePromptAudioFile	This audio file is played if the user doesn’t provide any input starting from the second try. Value can be set in the following ways: – Use Workflow Resource: user has to select a wokflow resource existing in the system. – Specify Filename: user has to specify filename manually. The audio file has to be present in the announcement path of the ICH component. – Use Placeholders: user has to choose one placeholder configured in the system For ‘Use Workflow Resource’ and ‘Specify Filename’ options user has to define a Culture language. The system will select the appropriate announcement to play according to the culture of the service. There can be up to one audio file per language.	Wma file
SpeechQuestionAnswer:EscalatedSilencePromptTextual	Announcement that is if the user doesn’t provide any input starting from the second try. If ‘EscalatedSilencePromptAudioFile’ value is set, the ‘EsacalatedSilencePromptTextual’ is not taken into account. There can be up to one text per language.	Please press a button to make your choice. To be connected with our agent press 1. For Sales press 2. For Support press 3. For information about the company press 4. To leave us a message press 5.
SpeechQuestionAnswer:ExpectedDtmfInput	Define the list of digits which the participant has to enter. According to the position of the digits in the list, they will be navigated to one of the exits.	1;2;3;4;5;
SpeechQuestionAnswer:ExpectedSpeechInputTextual	Define a list of inputs which the participant has to say. This feature uses Speech-to-Text Recognition. According to the position of the word in the list, they will be navigated to one of the exits.	One;Two;Three;Four;Five;
SpeechQuestionAnswer:HelpPromptAudioFile	[Reserved for future use]
SpeechQuestionAnswer:HelpPromptTextual	[Reserved for future use]
SpeechQuestionAnswer:IncompleteTimeout	Defines the time the system waits for a valid input, before going to next step in workflow. Exit through ‘NoRecognition’.	00:02:00
SpeechQuestionAnswer:InitialSilenceTimeout	Define how long the system should wait for the caller’s input before playing one of the silence or the main prompts	00:00:10
SpeechQuestionAnswer:MainPromptAudioFile	This audio file is played immediately after the activity is reached. Value can be set in the following ways: – Use Workflow Resource: user has to select a wokflow resource existing in the system. – Specify Filename: user has to specify filename manually. The audio file has to be present in the announcement path of the ICH component. – Use Placeholders: user has to choose one placeholder configured in the system For ‘Use Workflow Resource’ and ‘Specify Filename’ options user has to define a Culture language. The system will select the appropriate announcement to play according to the culture of the service. There can be up to one audio file per language.	Wma file
SpeechQuestionAnswer:MainPromptTextual	Announcement that is if the user doesn’t provide a valid input starting from the second try. If ‘MainPromptAudioFile’ value is set, the ‘MainPromptTextual’ is not taken into account. There can be up to one text per language.	Welcome to COMPANY X. To be connected with our agents press 1. For Sales press 2. For Support press 3. For information about the company press 4. To leave us a message press 5.
SpeechQuestionAnswer:NoRecognitionPromptAudioFile	This audio file is played if the user doesn’t provide a valid input the first time. Value can be set in the following ways: – Use Workflow Resource: user has to select a wokflow resource existing in the system. – Specify Filename: user has to specify filename manually. The audio file has to be present in the announcement path of the ICH component. – Use Placeholders: user has to choose one placeholder configured in the system For ‘Use Workflow Resource’ and ‘Specify Filename’ options user has to define a Culture language. The system will select the appropriate announcement to play according to the culture of the service. There can be up to one audio file per language.	Sorry, we cannot recognize your input, please try again.
SpeechQuestionAnswer:NoRecognitionPromptTextual	Announcement that is if the user doesn’t provide a valid input for the first time. If ‘NoRecognitionPromptAudioFile’ value is set, the ‘NoRecognitionPromptTextual’ is not taken into account. There can be up to one text per language.	Sorry, we cannot recognize your input, please try again
SpeechQuestionAnswer:PreFlushDtmf	Gets or sets whether to flush the DTMF buffer on the underlying telephony interface card before activation.	true / false
SpeechQuestionAnswer:RepeatPromptAudioFile	[Reserved for future use]
SpeechQuestionAnswer:RepeatPromptTextual	[Reserved for future use]
SpeechQuestionAnswer:SilencePromptAudioFile	This audio file is played if the user doesn’t provide any input for the first time. Value can be set in the following ways: – Use Workflow Resource: user has to select a wokflow resource existing in the system. – Specify Filename: user has to specify filename manually. The audio file has to be present in the announcement path of the ICH component. – Use Placeholders: user has to choose one placeholder configured in the system For ‘Use Workflow Resource’ and ‘Specify Filename’ options user has to define a Culture language. The system will select the appropriate announcement to play according to the culture of the service. There can be up to one audio file per language.	Wma file
SpeechQuestionAnswer:SilencePromptTextual	Announcement that is if the user doesn’t provide any input for the first time. If ‘SilencePromptAudioFile’ value is set, the ‘SilencePromptTextual’ is not taken into account. There can be up to one text per language.	Please press a button to make your choice. To be connected with our agent press 1. For Sales press 2. For Support press 3. For information about the company press 4. To leave us a message press 5.

The following exits are possible:

Exit	Description
NoRecognition	The participant didn’t enter a valid input for the predefined time (IncompleteTimeout)
Result1	The participant provided a valid input which can be mapped to the 1. result.
Result2	The participant provided a valid input which can be mapped to the 2. result.
Result3	The participant provided a valid input which can be mapped to the 3. result.
Result4	The participant provided a valid input which can be mapped to the 4. result.
Result5	The participant provided a valid input which can be mapped to the 5. result.
Result6	The participant provided a valid input which can be mapped to the 6. result.
Result7	The participant provided a valid input which can be mapped to the 7. result.
Result8	The participant provided a valid input which can be mapped to the 8. result.
Result9	The participant provided a valid input which can be mapped to the 9. result.

Model of the Callflow in InputCustomer Element

Origin Routing

‘The Origin Routing’ activity defines routing of the call or chat depending on specific patterns found in the SIP FROM Header of a participant, such as SIP Uri or phone number. There can be up to 20 pattern matches.

Activity contains the following properties:

Property Name

Description

Values

OriginRoutingActivityLogic:Pattern1..20

Allows you to set patterns (Regular Expressions) for analyzing incoming participants SIP FROM header. Depending the matched pattern, the call will take the corresponding exit.

User is able to set 20 patterns maximum and use therefore 20 different exits

The following exits are possible:

Exit	Description
None	Non of the provided input matched.
Pattern1…20	The provided pattern matched.

IP Origin Routing

The ‘IP Origin Routing’ activity defines routing of the conversation depending on a specific pattern. In this activity the IP address of the first SIP VIA header is checked with the provided patterns. There can be up to 20 patterns.

IP Origin Routing Element

Activity contains the following properties:

Property Name

Description

Values

IpOriginRoutingActivityLogic:Pattern1..20

Allows you to set patterns (Regular Expression) for analyzing the first incoming SIP VIA header. Depending on a match on the pattern the call will take the corresponding exit.

User is able to set 20 patterns maximum and use therefore 20 different exits.

The following exits are possible:

Exit	Description
None	Non of the provided input matched.
Pattern1…20	The provided pattern matched.

DB Based Routing

‘DB Based Routing’ activity performs a lookup in the LUCS DB and returns a category (e.g. VIP) and exits depending on the mapping configuration. Customer identification (e.g. Phone number, SIP address) category mappings are set up in the ‘dbo.CustomerIdentifierCategory’ table. The stored procedures are available for easier management of these tables. There can be up to 20 distinctions.

DB based Routing Element

Activity contains the following properties:

Property Name	Description
DbBaseRoutingActivityLogic:CategoryMapping1…20	Allows specifying category/exit mappings. Each category corresponds to one exit. Example: DbBaseRoutingActivityLogic:CategoryMapping1 corresponds to Result1. There can be up to 20 different categories.	VIP Business
DbBaseRoutingActivityLogic:Command	Allows defining request from external DB source. Returned values will be used for searching appropriate mapped categories.
DbBaseRoutingActivityLogic:CommandTimeout	Time limit of execution of Command from external DB source.
DbBaseRoutingActivityLogic:ExternalDbSource	Name of external DB.
DbBaseRoutingActivityLogic:Parameter	Allows defining, which parameter is used as ‘search criterion’ when lookup is performed. It is the administrator’s responsibility to make sure that the parameter is filled with a value prior to usage in this activity. If a ‘non-system set’ parameter is used, ‘Collect Customer Information’ or ‘DB Lookup to parameter’ activities can be used to fill a parameter.
DbBaseRoutingActivityLogic:Regex	A regular expression and a group are defining which part of the parameter is used for the DB lookup. User has the following options: – Full: full parameter value will be used – SipUriWithoutParameters: only a part of SIP URI will be taken into account without additional parameters (e.g. ;opaque=app:voicemail). It only makes sense if the parameter contains SIP URI. – UserPartOfSipUri: only user part of SIP URI will take into account (e.g. sip:support@luware.com => support). Makes only sence if parameter contains SIP URI. – Custom: user is able to set his own regular expression with the group.
DbBaseRoutingActivityLogic:Source	[Reserved for future use] Will allow to query different sources (other Databases, Webservices, etc.).

The following exits are possible:

Exit	Description
NoRecognition	The provided identifier was not found in the db or the returned category was not mapped.
Result1…20	The provided identifier was found in the db and a valid category was returned.

Parameter Dependent Routing

The ‘Parameter Dependent Routing’ activity allows LUCS to make a routing/switching decision based on the values of a specific parameter.

The ‘Parameter Dependent Routing’ activity can be used along with ‘Current Queue Duration’ or ‘Current Queue Position’ parameters.

Parameter Dependent Routing Element

The Parameter Dependent Routing workflow activity has the following properties:

Property Name	Description	Values
ParameterDependentRouting ActivityLogic:Expression1-10	The expression that compares the parameter value with the value set in the expression. The comparison options are <, >, <=, >=, =, !=	– Comparison expression
ParameterDependentRouting ActivityLogic:Parameter	The parameter that provides the value to the parameter dependent routing workflow activity	– Any existing in the system parameter chosen using dropdown
ParameterDependentRouting ActivityLogic:ParameterType	The type of the parameter value	– Integer – Time span

The Parameter Dependent Routing workflow activity has the following exits:

Exits	Description
Exit1 – Exit10	The exit mapped to the ParameterDependentRoutingActivityLogic:Expression
NoMatch	The parameter value does not match

DB Lookup to Parameter

The ‘DB Lookup to Parameter’ activity allows using a parameter for a DB Lookup and storing the returned result in another parameter. In this way, complex scenarios in a workflow can be handled in a flexibly. Parameters to lookup have to be configured in the ‘dbo.CustomerParameterLookup’ table.

DB Lookup to Parameter Element

Activity contains the following properties:

Property Name	Description	Values
DbLookupActivityLogic: Command	Allows defining of the request from external DB source. Returned values will be used for searching appropriate mapped categories.
DbLookupActivityLogic: CommandTimeout	Time limit of execution of Command from external DB source.
DbLookupgActivityLogic: ExternalDbSource	Name of external DB.
DbLookupToParameterActivity Logic:ParameterAsSearchCriteria	Parameter that will be used as search criterion. Result will be transferred to ‘ParameterToSaveResult’ parameter.
DbLookupToParameterActivityLogic: ParameterToSaveResult	Parameter where the result from lookup with ‘ParameterAsSearchCriteria’ will be saved. This parameter can be used in other activities that are placed after this one.
DbLookupToParameterActivityLogic: Regex	A regular expression and a group are defining which part of the parameter is used for the DB lookup. User has the following options: – Full: full parameter value will be used – SipUriWithoutParameters: only a part of SIP URI will be taken into account without additional parameters (e.g. ;opaque=app:voicemail). It only makes sense if a parameter contains SIP URI. – UserPartOfSipUri: only user part of SIP URI will be taken into account (e.g. sip:support@luware.com => support). It only makes sense if a parameter contains SIP URI. – Custom: user is able to set his own regular expression with the group.

The following exits are possible:

Exit	Description
NoResult	The provided value did not match any entry in the db.
Ok	The provided value was found in the db and the return value will be stored in the configured parameter.

Collect Customer Information

The ‘Collect Customer Information’ activity allows customers to input (on a call via DTMF) any type of information, such as customer or a credit card number, which can be used in the upcoming activities as parameter in the workflow. In addition, this information can be stored in the DB for reporting purpose or to use in a CCTX/CRM-Integration.

Collect Customer Information

Activity contains the following properties:

Property Name	Description	Values
CollectCustomerInformationActivityLogic:CanBargeIn	The participant can respond without first having to listen to the playback of the entire prompt.	true / false
CollectCustomerInformationActivityLogic:Description	Informative description. Message will not be displayed to customer anywhere.
CollectCustomerInformationActivityLogic:Enabled	Allows to enable or disable the activity.	true / false
CollectCustomerInformationActivityLogic:MainPromptAudioFile	This audio file is played once the participant enters the activity. Value can be set in the following ways: – Use Workflow Resource: user has to select a wokflow resource existing in the system. – Specify Filename: user has to specify filename manually. The audio file has to be present in the announcement path of the ICH component. – Use Placeholders: user has to choose one placeholder configured in the system For ‘Use Workflow Resource’ and ‘Specify Filename’ options user has to define a Culture language. The system will select the appropriate announcement to play according to the culture of the service. There can be up to one audio file per language.
CollectCustomerInformationActivityLogic:MainPromptIm	Message that will be sent to the participant after entering the activity. Value can be set in the following ways: – Manually: user should type the message manually. In this case user has to select a culture. There can be up to one message per language. – Use Placeholders: user has to select this checkbox and then choose placeholders configured in the system from dropdown.
CollectCustomerInformationActivityLogic:MainPromptTextToSpeech	Voice message that is played with TTS to a participant after entering the activity. Value can be set in the following ways: – Manually: user should type the message manually. In this case user has to select a culture. There can be up to one message per language. – Use Placeholders: user has to select this checkbox and then choose placeholders configured in the system from dropdown. If ‘MainPromptAudioFile’ value is set then ‘MainPromptTextToSpeech’ is not taken into account.
CollectCustomerInformationActivityLogic: MaxCollectedDtmfDigits	Defines the maximum number of dtmf tone digits. The collecting will be stoped once the defined maximum is reached (like # was pressed).
CollectCustomerInformationActivityLogic:MaxWaitTime	Time during which the caller can respond/insert the requested information.	00:00:30
CollectCustomerInformationActivityLogic:ParameterToInput	Parameter that stores the input.
CollectCustomerInformationActivityLogic:StoreInReporting	Property defines whether the value provided by the customer should be stored in DB. IsSensitive-Flag on parameter doesn’t prevent saving values into DB.	true / false

The following exits are possible:

Exit	Description
Ok	The participant entered an input within the defined timeframe.
TimedOut	The participant didn’t enter an input within the defined timeframe.

Check Parameter

The ‘Check Parameter’ activity checks whether a parameter matches a defined regex.

Check Parameter Activity Element

Activity contains the following properties:

Property Name	Description	Values
CheckParameterActivityLogic:ParameterToCheck	Incoming parameter that should be checked according to RegexPattern. Depending on result the Match or NoMatch exit is taken in workflow.
CheckParameterActivityLogic:RegexPattern	Regular expression according to which the customer’s input parameter is checked.

The following exits are possible:

Exit	Description
Match	The parameter value matches the provided regex.
NoMatch	The parameter value matches the provided regex.

Validate Belgian NRN

‘Validate Belgian NRN‘ activity validates the correctness of the customer’s Belgian Social Security number input that he made during the ‘Collect Customer Information’ activity.

Validate Belgian NRN Element

Activity contains the following properties:

Property Name

Description

Values

ValidateBelgianNrnActivityLogic:

ParameterToCheck

Specifies the parameter which was configured in the ‘Collect Customer Information’ activity. The input of this parameter is validated by the rules of the ‘Validate Belgian NRN‘ activity.

The name of the

parameter.

The following exits are possible:

Exit	Description
Valid	Exit for a valid Belgian NRN.
Invalid	Exit for an invalid Belgian NRN.
Error	Exit for an error case.

The ‘Validate Belgian NRN‘ activity is used after the ‘Collect Customer Information’ activity.

The Belgian Social Security number for audio-video calls is input using the dial pad.
The Belgian Social Security number for chats is input using the keyboard.

The application considers the following input as valid:

The correct input of an existing Belgian Social Security number and # for Audio-Video calls;
The correct input of an existing Belgian Social Security number without # for Chats.

Tips for interaction with "Collect Customer Information" Activity

When the ‘MaxCollectedDtmfDigits’ property of the ‘Collect Customer Information’ activity has the value = 11, the Belgian Social Security number validation starts Audio-Video calls immediately after the number input (without entering the #).

CanBargeIn-Specifics:

It is recommended to set ‘CanBargeIn’ property of the ‘Collect Customer Information’ activity to ‘true’, to make the customer able to start the entering of the Belgian Social Security number during the announcement.
When ‘CanBargeIn’ property of the ‘Collect Customer Information’ activity is ‘false’, the customer should enter the Belgian Social Security number only after the end of the announcement (when the customer makes the input during the announcement, the input will be considered as incorrect).

Preferred Agent Routing

The ‘Preferred Agent Routing’ activity allows analyzing a parameter of the participant and checking for the preferred agent(s) in the database. The result of the db query will be added to the task. The preferred agents have to be configured in the dbo.CustomerIdentifierPreferredAgent table.

Preferred Agent Routing Element

Activity contains the following properties:

Property Name	Description	Values
PreferredAgentRoutingActivity: AgentIdentifierTypeResult	Type of returned Agent information. It can be set to the one of following values: SipAddress. SamAccountName. SID. LUCSAgentId.
PreferredAgentRoutingActivity: Command	Allows defining request from external DB source. Returned values will be used for verifying if such users exist in the current DB. Existing in the system users will be taken a PreferredAgents. Information will be returned with AgentIdentifierTypeResult type. Order can be requested in script as well.
PreferredAgentRoutingActivity: CommandTimeout	Time limit of execution of Command from external DB source.
PreferredAgentRoutingActivity: ExternalDbSource	Name of external DB.
PreferredAgentRoutingActivity: Parameter	Allows choosing parameter, which will be used as customer identifier for the db lookup.
PreferredAgentRoutingActivity: Regex	A regular expression and a group are defining which part of the parameter is used for the DB lookup. User has the following options: Full: full parameter value will be used SipUriWithoutParameters: only a part of SIP URI will be taken into account without additional parameters (e.g. ;opaque=app:voicemail). It only makes sense if parameter contains SIP URI. UserPartOfSipUri: only user part of SIP URI will be taken into account (e.g. sip:support@luware.com => support). It only makes sense if parameter contains SIP URI. Custom: user is able to set his own regular expression with the group.
PreferredAgentRoutingActivity: Source	[Reserved for future use] Will allow querying different sources (other Databases, Webservices, etc.)

Transferor Preferred Agent Routing

‘Transferor Preferred Agent’ activity takes the content of the SIP transferor header, which is stored in the Parameter ‘TransferorSipUri’, and searches for the preferred agent(s) in the database. The preferred agents have to be configured in the dbo.CustomerIdentifierPreferredAgent table.

Transferor Preferred Agent Element

Property Name

Description

TransferorPreferredAgentRoutingActivity: AgentIdentifierTypeResult

Type of returned Agent information. It can be set to the one of following values:

SipAddress.
SamAccountName.
SID.
LUCSAgentId.

TransferorPreferredAgentRoutingActivity: Command

Allows defining request from external DB source. Returned values will be used for verifying if such users exist in the current DB. Existing in the system users will be taken a PreferredAgents.

Information will be returned with AgentIdentifierTypeResult type.

Order can be requested in script as well.

TransferorPreferredAgentRoutingActivity: CommandTimeout

Time limit of execution of Command from external DB source.

TransferorPreferredAgentRoutingActivity: ExternalDbSource

Name of external DB.

Handled Activity

‘Handled’ activity marks service conversation as handled (e.g. once the participant left a voicemail). In this way the session is specially treated for reporting purpose and not marked as lost in the reporting.

Handled Activity Element

The activity does not have any properties to configure.

Emergency

The ‘Emergency’ activity allows you to use the emergency feature for a service and playing/sending a predefined announcement/text at a specific position in the workflow. Emergency cases can be enabled via the LUCS Configurator or via the LUCS-Frontend by a supervisor or administrator.

To enable this activity, the following prerequisites have to be done:

An emergency case has to be configured. (LC: Services / Emergency Case , Frontend: Service Dimension Widget)
Emergency case has to be activated. (LC: Services / Services, Frontend: Service Dimenstion Widget)
The announcement / statement has to be available for the service culture

Emergency Element

The activity contains the following properties:

Property Name	Description	Values
DisconnectCall:Description	Informative description. Message will not be displayed to customer anywhere.
DisconnectCall:Enabeld	[Deprecated]	true / false
InstantMessagingEmergencyStatement:Description	Informative Description. Message will not be displayed to customer anywhere.
InstantMessagingEmergencyStatement:Enabled	Allows to enable or disable emergency statement for IM conversation.	true / false
SpeechEmergencyStatement:Description	Informative Description. Message will not be displayed to customer anywhere.
SpeechEmergencyStatement:Enabled	Allows to enable or disable emergency statement for audio\video calls.	true / false

Check Emergency Case Status

The ‘Check Emergency Case Status’ activity was implemented to extend the Emergency functionality. It allows users to define which action should be taken in case of an enabled or disabled emergency case.
Works in conjunction with an "Emergency Case" activity. This is merely a check activity and does not set or replace the "Emergency Case" activity itself.
Tip: To play a special announcement when the Emergency Case is found to be true, add an "Annoucement" step at the "Activated" exit.

To enable this activity, the following prerequisites have to be done:

An emergency case has to be configured. (LC: Services / Emergency Case , Frontend: Service Dimension Widget)
Enable Emeregency Routing flag has to be configured. (LC: Services / Emergency Case , Frontend: Service Dimension Widget)

Check Emergency Case Status Element

The following exits are possible:

Exit	Description
Default	Take the exit when no other exists are configured
Activated	Take the exit when the emergency case is active and ‘EnableEmergencyRouting’ is false for the EmergencyCase.
ActivatedAndEmergencyRoutingEnabled	Take the exit when the emergency case is active and ‘EnableEmergencyRouting’ is true for the EmergencyCase.
Deactivated	Take the exit if emergency case is not active (not set or [EmergencyValidUntil] on ContactObject is elapsed).

Conversation Recording

The ‘Conversation Recording’ activity allows the customer to leave a message for the service. This works for IM’s and Calls. You will need to configure a UM Mailbox to store the messages in, you can configure that in LUCS Configurator.

To use this activity, the following prerequisites have to be done:

CR component is installed, configured and running (LC: Topology/Components)
(Opt.) Mailbox is configured (LC: Topology/Credentials)
Recording definition is configured (LC: Services / Recording)
Recording definition is assigned to the service (LC: Services / Services)

Conversation Recording Element

Activity contains the following properties:

Property Name	Description	Values
ConversationRecordingActivity:Enabled	Allows to enable or disable the activity.	true / false
ConversationRecordingActivity:IMEnabled	Allows to enable or disable IM recording.	true / false
ConversationRecordingActivity:MaxTime	Maximum time the system allows customer to record his message.	00:01:00
ConversationRecordingActivity:PlaySignalTone	If enabled, a signal indicates when caller should start talking to record his message in the call scenario.	true / false
ConversationRecordingActivity:SttEnabled	[Reserved for future use] Will enable Speech-To-Text feature.	true / false
ConversationRecordingActivity:VoiceEnabled	Allows to enable or disable voice recording.	true / false

Standby Duty

‘Standby Duty’ activity will try to find and connect participants with an agent on his external device. This for example can be necessary outside the opening hours for dedicated services.

For a successful connection, the agent has to accept an av call and will then have to accept the connection with the participant by pressing a DTMF tone. During this process, the participant will hear waiting music. Depending on the configuration and the success, the activity will take the corresponding exit. In addition, there is an optional feature to send notification / clearing messages to the agents.

To use this activity, the following prerequisites have to be done:

CI component is installed, configured and running (LC: Topology/Components)
Opening hours box is configured (LC: Topology/Credentials)
Calendar entry

The category matches the configured ‘StandByDutyCategoryName’
The invited agents can be found in the local contact list of the mailbox
The mobile and chat (matches the agents sip address) property is set for the agents

CI will check the calendar entry and will return all participants who will have a mobile number and a sip address (chat field) which can be found in the list of agents.

If the sip address of the contact cannot be found in list of agents, the participant will not be used as standby duty option.
If there are more than one agent returned by CI, the system will try to reach them according to the order of the calendar participant list.

Standby Duty Element

Property Name	Description	Values
StandbyDutyActivity:AudioAnnouncementAudioFile	Select an audio file with prerecorded announcement to play for an agent. It usually informs him about the waiting customer and tells him which number to press to accept the call. Value can be set in the following ways: Use Workflow Resource: user has to select a wokflow resource existing in the system. Specify Filename: user has to specify filename manually. The audio file has to be present in the announcement path of the ICH component. Use Placeholders: user has to choose one placeholder configured in the system For ‘Use Workflow Resource’ and ‘Specify Filename’ options user has to define a Culture language. The system will select the appropriate announcement to play according to the culture of the service. There can be up to one audio file per language.	Wma file
StandbyDutyActivity:AudioAnnouncementTextual	Type text to play by TTS for an agent. If ‘AudioAnnouncementAudioFile’ value is set then ‘AudioAnnouncementTextual’ is not used.	We a have a customer on line. Please press one to be connected.
StandbyDutyActivity:ExpectedDtmfTone	Define the number the agent has to press in order to be connected with the waiting customer. This should prevent the customer call from ending on a voicemail.	1
StandbyDutyActivity:Location	[Deprecated]
StandbyDutyActivity:MaxWaitToDtmfTime	Define how long the system should wait for confirmation DTMF tone to be pressed before searching for another standby duty agent	00:00:05
StandbyDutyActivity:MusicOnHold	Select a ‘music on hold’ list to define which music should be played while the call is on hold. Note: The combobox is empty if no lists are configured on MusicOnHold tab. The system will then play the files in MusicOnHold-Folder of ICH.
StandbyDutyActivity:Retries	Define how many times the system should try to reach the agent(s).	3
StandbyDutyActivity:Rona	Define how long the call should ring at the agent’s phone before it will be taken back and distributed to another standby duty agent.	00:00:20
StandbyDutyActivity:SendClearingMessageOnSuccess	Once the standby duty case was accepted by an agent, this option informs agents who missed/didn’t accept it, or that it has been solved by somebody else.	true / false
StandbyDutyActivity:SendNotificationIfAnonymousCaller	Allows to switch off the notification if an anonymous caller was trying to reach the service/standby duty agent.	true / false
StandbyDutyActivity:SendNotificationMessageOn	Defines the moment when the notification defined in the ‘StandbyDutyNotification’ property should be sent: – *None* : No notification is sent – *OnConnected* : Send notification to an agent when he picks up call and enters correct DTMF tone. In the notification he sees for example the phone number of the participant and other useful information. – *OnTry* : Send notification to agents after the system couldn’t connect them successfully (timeout/wrong DTMF/ignoring the call) – *OnTryAndConnect* : All agents receive notification, no matter if they picked up or not.	None OnConnected OnTry OnTryAndConnect
StandbyDutyActivity:StandbyDutyNotification	Select notification template configured on Standby Duty Notifications tab. The template defines the content of the notification e-mail/sms (via SMS Gateway of the company)

The following exits are possible:

Exit	Description
NoStandbyDutyAppointment	The system couldn’t find any appointment or with the right category in the calendar.
SystemFailure	The system encounters an unexpected problem, such as: CI not available Lync/SfB issues to reach the agents
NoAgentAnswered	No agent accepted the standby duty case.
ErrorInConfiguration	No standy duty agents received from CI
Connected	An agent accepted the standy duty case.

Save Parameters to DB

‘Save Parameters to DB’ activity saves parameters collected during a call (e.g. "CollectCustomerInformation" Element) to the database so that the collected data can be used for further processes.

Save Parameters to DB Element

Activity contains the following properties:

Property Name

Description

Values

SaveParameterToDbActivitylogic:ParameterNames

Allows to define which parameter(s) will be stored in DB when the activity is performed (ParameterId, SessionId, ParameterValue). In WF it is recommended to use in combination with ‘Collect Customer Information’ activity.

If a ‘non-system’ parameter is set and ‘Collect Customer Information’ activity isn’t present, the default value of parameter will be registered in DB.

System or Customer parameter

The following exits are possible:

Exit	Description
OK	The provided parameter(s) will be stored in the DB.
Error	Exit for an error case.

Send Agent Request

The ‘Send Agent Request ‘ activity send a request to start trying to reach an available agent. A request gets solved when an agent is reserved for this task. The caller / chat participant will be connected to the agent.

Send Agent Request Element

Activity contains the following properties:

Property Name	Description	Values
SendAgentRequestActivityLogic:RonaTimeout	The amount of time the agent has to accept a conversation. If he missed/declined or did not accept the conversation, his Lync / SfB state is set to RONA. The RonaTries will be increased by 1 and the system tries to find another agent, until the MaxWaitTime or MaxRonaTries is reached. By default Skype for Business automatically accepts chats after a certain time. In this case, RONA state not be reached and no rerouting to other agents occurs. We therefore recommend using values not higher 00:00:25	00:00:15

Cancel Agent Request

The ‘Cancel Agent Request’ activity cancels an agent request, so the call is no longer sent to agents.

Cancel Agent Request Element

The activity does not have any properties to configure.

Check Agent Request Status

The ‘Check Agent Request Status’ element checks the status of a current agent request so that a call can be routed according to the current situation.

Agent Request Status Element

Activity Properties

Property Name

Description

Values

CheckAgentRequestStatusActivity:MinimumRONACount

The number of attempts to reach selectable Agents. If an agent does not answer the conversation, RONA (Redirect on no answer) happens and the conversation is redistributed again.

3

CheckAgentRequestStatusActivity:MinimumAgentRequestTime

Max time the participant has to wait in this activity to get connected to an agent.

Placeholder or number can be selected

00:03:00

Activity Exits

Exit	Description
NoLimitReached	The exit is taken if period of time defined in ‘CheckAgentRequestStatusActivity:MinimumAgentRequestTime’ property is not expired.
LimitReached	The exit is taken when period of time defined in ‘CheckAgentRequestStatusActivity:MinimumAgentRequestTime’ property is expired.

Check Contact Presence

The ‘Check Contact Presence’ activity checks the SfB presence state of a specific SIP-Endpoint/-Address. Based on this presence state, the conversation can take a specific route according to workflow configuration.

Check Contact Presence Element

Activity contains the following properties:

Property Name

Description

Values

CheckContactPresenceActivity:SipAddress

SIP address or phone number of a contact which state has to be checked.

‘SipAddress’ value can be specified in three ways:

Value: user has to set manually SIP or phone number of the destination.
Parameter: user has to select one of the existing parameters in the system. Value of this parameter has to be a phone number or SIP address.
Placeholder: user has to choose placeholders configured in the system.

Value

Parameter

Placeholder

The following exits are possible:

Exit	Description
Available	The contact has the presence state available or IdleOnline.
Busy	The contact has the presence state busy.
DnD	The contact has the presence state do not disturb.
Away	The contact has the presence state away.
Offline	The contact has the presence state offline.
None	The contact presence state is unknown or an error occured.

Play Music

The ‘Play Music’ activity gives customers more flexible tool to configure music on hold (MOH ). The activity allows to use Placeholders, Playlists, Workflow Resources or specify any audio file in ‘wma’ format.

Play Music Element

The activity contains the following properties:

Property Name	Description	Value
PlayMusicActivityLogic:AudioFile	Select audio that the system should play to a customer.	· Playlist · Placeholder · Workflow Resource ((language dependent) · Wma File ((language dependent)
PlayMusicActivityLogic:AudioIsEnabled	Switch on the property to enable playing audio music.	true / false
PlayMusicActivityLogic:Description	Add textual description of the activity.
PlayMusicActivityLogic:Duration	Define how long the system should play audio.	00:00:40
PlayMusicActivityLogic:ImIsEnabled	Switch on the property to enable sending text message to a customer.	true / false
PlayMusicActivityLogic:ImStatement	Define text message that the system should send to a customer. The following formats are supported:	· Simple tex · Placeholder

The activity does not have any exit.

Tag Origin Type and Origin Type Routing

Two related activities ‘Tag Origin Type‘ and ‘Origin Type Routing’. They allow handling of internal and external calls differently and route conversations according to their origin type.

The activities are used together and one workflow structure should include both activities following one by one:

Tag Origin Type -> Origin Type Routing

Tag Origin Type stores the selected value of the current session in DB.

Property Name	Description	Values
TagOriginTypeActivityLogic: OriginType	Stores the selected value in the OriginTypeCustom field of the current session in DB (Sessions table)	PSTN Federated Internal

Origin Type Routing routes conversations according to their origin type or custom.

Property Name	Description	Values
OriginTypeRoutingActivityLogic: ConsiderOriginTypeCustom	Routes conversations according to their origin type. If value is ‘true’, the conversation is defined as custom origin type. If value is ‘false’, the real origin type is defined for the conversation.	True False

The exits of the Origin Type Routing workflow activity:

Exits	Description
PSTN	For calls defined as PSTN call (public switched telephone network)
FederatedVoice	For calls defined as Federated Voice call (voice over IP between autonomous domains)
FederatedIM	For IM defined as Federated IM call ( IM over IP between autonomous domains)
InternalVoice	For calls defined as Internal Voice call ( Lync voice call within one domain)
InternalIM	For IM defined as Internal IM call (Lync IM call within one domain)
Error	If ‘ConsiderOriginTypeCustom’ is set to true, but there is not OriginTypeCustom set
Default	If ‘ConsiderOriginTypeCustom’ is set to true, but the appropriate exit is not set

Anonymize Reporting Data

‘Anonymize Reporting Data’ activity anonymizes reporting data during a call. The system replaces [InitialSipFrom] on a session with a dummy identifier “sip:privacyAnonymized@domain.local” for task that are routed through the Anonymize Reporting Data activity. The activity does not affect special Conversation Context Parameters likeCallerSipUri, CallerTelNumber.

Anonymize Reporting Data Element

The The activity contains the following properties:

Property Name	Description
AnonymizeReportingDataActivityLogic:AnonymizeRecording	The flag affect calls recorded by Verba. If the flag is enabled, the system sets to all sip request and accept options the ‘x-luware-rec’ flag to 0

External Web Request Activity

External Web Request Activity Element

The External Web Request Activity allows to create a POST/GET web-requests to an external system directly in the workflow.

Different Content Types supported: application/json, application/xml, etc.
Request content is defined based on a text field (completely flexible)
LUCS Parameters can be referenced with their value: ParamaterName.Value
Authentication: BasicAuthentication (Base64)
Response information is retrieved into LUCS parameter
Configuration of mapping rules to parse through multiple return-parameters in external Web-Requests and mapping them to internal LUCS parameter values for further handling.
Switch option with different case exits based on various return codes (Success, Info, Redirect, Client or Server Errors)

The following keys have to be configured for ICH in Topology (LUCS Configurator -> Topology -> Components(Server) >ICH):

ExternalWebRequestBasicAccount : Account that will be used in authorization header of a request.
ExternalWebRequestBasicAccountPw : Password that will be used in authorization header of a request.
ExternalWebRequestTimeoutInSec : Define if the system has to wait in case of connection problems. If the value is set to 0, Workflow has to wait. If the value is more than 0, the system waits the defined time in second and continue in the Workflow.

Note: Restart of ICH is required.

The activity contains the following properties:

Property Name	Description	Value
Request Type	Dropdown to choose either POST or GET	POST or GET
Server URL	Text Field to enter the Server URL including http/https-prefix	http://demoURL01:6754/WebServiceEndpoint/
Authorization	Define authorization method that should be used. At the moment the system supports only one option: BasicAuthentication (Base64)	BasicAuthentication (Base64)
ContentType	Define content type that will be used. It works together with POST request type. At the moment the system supports : application/json application/xml text/plain text/xml multipart	application/json
Map paramaters from Response Content	Define parameter mapping rules to write received parameter values into LUCS parameters for further usage. LUCS parameter selection: Select LUCS parameters to write received parameters values into it Mapping name: Is the mapping name (string) that will checked (parsed) in the provided content	Parameter mapping configuration
Content	Text Field with complete request content to be sent to the external system. Format of content needs to correspond to selected ContentType above.	Example with Content Type application/json: { "FrontCallId":"FrontCallId.Value", "ServiceSip":"ServiceSipUri.Value", "MessageType":"IncomingExternalCall", "OriginUser":"CallerSipUri.Value", "OriginTelNumber":"CallerTelNumber.Value" "ModalityType":"AV" }
ResponseHeader	Dropdown list with existing custom parameters. Select a custom LUCS parameter in which the Response Header is written.
ResponseCode	Dropdown list with existing custom parameters. Select a custom LUCS parameter in which the Response Code is written.
ResponseContent	Dropdown list with existing custom parameters. Select a custom LUCS parameter in which the Response Content is written.

Workflow Instance can be assigned to a service on Services tab (LUCS Configurator ->Services -> Services tab).

Take Survey

The ‘Take Survey’ activity provides a customer choice if a survey should be taken or not. Depending on a value that is set in this activity, a survey workflow will be played after the terminating of a call or will be skipped.

Take Survey Element

The Take Survey workflow activity has the following property:

Property Name

Description

Values

TakeSurveyActivityLogic:TakeSurvey

Allows to enable or disable running of a survey workflow.

By default is set to ‘true’.

true/false

Probability Routing

‘Probability Routing’ activity allows to route to one of two exits with a certain probability. Depending on the configured probability Exit1 or Exit2 will be taken.

Probability Routing Element

The Probability Routing workflow activity has the following property:

Property Name	Description	Values
ProbabilityRoutingActivityLogic:ProbabilityToTakeExit1	Depending on the percentage workflow will take Exit1.	%

Current Queue Position

‘Current Queue Position’ activity with ‘Announcement’ and ‘Initial Queue Position’ and ‘Current Queue Position’ system parameters together with the system can announce position in queue and call queuing is not frustrating for customers any more.

Current Queue Position Element

The Current Queue Position workflow activity has no properties.

Current queue is set to ‘0’ in the following cases:

If Workflow Structure does not contain ‘Send Agent Request’ activity
If AM component is not available
If there is no response from AM during pre-defined time

Your workflow Structure should contain activities that will handle cases mentioned above.

The Current Queue Position workflow activity has the following exits:

Exits	Description
Default	The exit is always taken and leads to the next workflow activity.

Current Queue Duration

Waiting in a call center phone queue during busy periods might be stressful for customers, especially if they do not know how long they have to wait for an answer of a next available agent.

Providing callers with an accurate expectation how long they should wait in queues can put your service in a higher level. With the new release, LUCS brings new ‘CurrentQueueDuration’ parameter and ‘Current Queue Duration’ activity. This makes it possible to configure a workflow, which can inform callers about the estimated time they have to wait in the queue of the service they are calling to, so they can decide if they want to stay in the line, stop the call or leave a message.

‘CurrentQueueDuration’ activity can be used along with ‘Parameter Dependent Routing’ activity.

Current Queue Duration Element

The Current Queue Duration workflow activity has no properties.

The Current Queue Duration workflow activity has the following exits:

Exits	Description
Calculated	The exit is taken if the activity returns calculated estimation of the remaining queue time and stores it in the ‘CurrentQueueDuration’ system parameter. This parameter is overwritten every time when the activity is reached again.
Calculation Failed	The exist is taken in following cases: no available agents in the service, no metrics exists, average duration of calls is <= 0, all calls are lost in queue. For these cases, ‘CurrentQueueDuration’ parameter is set to 0.

Timeout

The timeout activity allows to define a silent period between announcements. The activity is available for inbound and survey workflows. If the timer is bigger than 0 , a timer will be started and call the bookmark after the time is over.

The time will be stopped if:

an agent is found and connected
the customer terminates the conversation
the defined time is over

Timeout Element

The activity contains the following properties:

Property Name	Description
TimeoutActivityLogic:Timeout	Timeout in Seconds. By default is set to 0.

Save to Parameter

The save to parameter activity allows to save a value for further use in a workflow.

Save to Parameter Element

The activity contains the following properties:

Property Name	Description
SaveToParameterActivity:ParameterToInput	Dropdown List with available “Non-System” paramaters. There are three options to define: • Value • Parameter that exists in the system • Placeholder
SaveToParameterActivity:Regex	User is able to set his own regular expression to define which part of the “SaveToParamaterActivity:Value” is stored in the ParameterToInput.
SaveToParameterActivity:StoreInDatabase	Boolean property defines whether the value saved into “SaveToParamaterActivity” should be stored in DB.
SaveToParameterActivity:Value	SaveToParameterActivity:Value The value to be stored into the parameter .

Compare Parameter

The CompareParameter activity allows to allow the comparison of two parameters value, so the system can define which exit in a workflow to select.

It is possible to compare system parameters and custom parameters.

Compare Parameter Element

The activity contains the following properties:

Property Name	Description
CompareParameterActivity:ParameterCompareExpression	The expression that compares the “ParameterToCompare” with the “ParameterToCompareWith” based on the value set in the expression. Depending on result the Match, NoMatch or Error exit is taken in the workflow. Paramater values are used as numbers if both parameter values (after regex appliance) contain only numerical values. The following logical operations are allowed: <, >, <=, >=, =, != Paramater values are used as string as long as one of the two parameters contain alphanumerical or other non-numerical values The following logical operations: =, !=
CompareParameterActivity:ParameterToCompare	Incoming Parameter that should be compared with the “ParameterToCompareWith” according to RegexPattern. This parameter will be checked according to “ParameterToCompareRegexPattern”.
CompareParameterActivity:ParameterToCompareRegexPattern	Regular expression according to which the “ParameterToCompare” is checked.
CompareParameterActivity:ParameterToCompareWith	Parameter which should be compared with the incoming “ParameterToCompare”. This parameter will be checked according to “ParameterToCompareWithRegexPattern”.

Get Agent Context

Get Caller Information Element

In case of a consultative transfer from Agent1 to Agent2 (or to Service2) and Agent2 wants to know more details, e.g. the link to the CRM ticket, the AgentSipUri, the Modality or other customer information the Get Agent Context activity allows to get such context information from all service conversations where Agent1 is involved and store it into parameters configured on the Service.

The activity does not contain any properties.

More information: Transferring Context Information in Consultative Transfers

Set Task Priority

Set Task Priority Element

The Set Task Priority activity defines the chosen task priority independent from the priority defined in Service configuration.
It keeps the chosen priority only for the current session and cleans it after transfer of the Service task.

"Strict priority" tasks are always top priority and added in front of the queue.

The activity contains the following properties:

Property Name

Description

Value

SetTaskPriorityActivity:Priority

Set specific task priority valid for this session.

StrictPriority: Tasks are always top priority and added in front of the queue.

7 Priority Levels: The prioritization in the queue is calculated according to the Weighted Round Robin procedure.

Nothing Else: Tasks are only dsitributed if no other customer is waiting in the queue.

Survey Question

This element only appears in Survey workflows

Survey Question

Survey Question’ activity plays back a survey question and stores a customer’s answer for future use.

The activity contains the following properties:

Property Name	Description	Values
SurveyQuestionActivity: StoreAnswerToParameter	A parameter that stores the input. Users defined parameter that exists in the system has to be selected.
SurveyQuestionActivity: WaitForAnswerTimeOut	Max time the system has to wait in this activity to get answer from a customer. Placeholder or number has to be selected.	00:03:00
SurveyQuestionActivity: SurveyQuestion	A question the system plays immediately after the activity is reached. Survey Workflow Resource that exists in the system has to be selected.

The following exits are possible:

Exit	Description
Answer Given	The answer for the survey question is given.
No answer	WaitForAnswerTimeOut expired but the answer is not given.
Skip Question	The exit is taken if there’s no question defined for current culture or if a customer entered # .