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.

The activity contains the following properties:

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:

1. CI component is installed, configured and running (LC: Topology/Components)
2. Opening hours box is configured (LC: Topology/Credentials)
3. 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)

Activity contains the following properties:

The following exits are possible:

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.

The following exits are possible:

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.

The following exits are possible:

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.

The following exits are possible:

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.

Activity contains the following properties:

The following exits are possible:

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.

The activity contains the following properties:

• 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. The reasons can be: Maximum wait time was reached Maximum number of RONAs was 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.

The activity contains the following properties:

Property Name	Description	Values
AV Audio File(s) Enabled	The system plays the specified audio file content if set to true.	true / false
IM Acknowledge Prompt(s)	Provides confirmation before the input text is sent for recognition. There can be up to one text specified per language	Placeholder Text (language dependent)
IM Description	Informative description. The message will not be displayed to the participant anywhere.	Text
IM Enabled	If set to false, the system will not use this activity for instant messaging conversations.	true / false
IM No Recognition Esc. Prompt(s)	If the participant didn"t enter a valid input for the 2nd time, this prompt will be sent to the participant. There can be up to one text specified per language.	Placeholder Text (language dependent)  Example: Sorry, we still cannot recognize your input , please try again.
IM Silence Esc. Prompt(s)	If the participant didn"t enter any input after the 1st time (2nd 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.
IM Expected Message(s)	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.	Placeholder Text (language dependent) Example: 1;2;Three;4;5
IM Help Prompt(s)	[Reserved for future use]	Placeholder Text (language dependent)
IM Max. Waiting Time	Define the maximum time the system waits for a valid input. If no valid input is received, the activity will take the "NoRecognition" exit.	Time format, example: 00:02:00
IM Silence Timeout	Define how long the system should wait for customers" input before playing the Silence / EscalatedSilence prompt.	Time format, example: 00:00:10
IM Main Prompt(s)	The main and 1st prompt which is sent to the participant.	Placeholder Text (language dependent) Example: 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.
IM No Recognition Prompt(s)	The text sent to the participant if he enters an invalid input.	Placeholder Text (language dependent) Example: Sorry, we cannot recognize your input , please try again.
IM Silence Prompt(s)	The prompt sent to the participant when he isn"t sending any instant message within the in IM Silence Timeout defined time.	Placeholder Text (language dependent) Example: 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.
AV Barge In Enabled	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.	Placeholder  The text sent to the participant if he enters an invalid input. true / false
AV Time complete startet Input	Define how long the system should wait before assuming all DTMF tone(s) was(were) fully received. This option is only taken into consideration if the 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	Time format, example: 00:00:09
AV Description	Informative description. The message will not be displayed to a participant anywhere.
AV Enabled	If set to false, the system will skip this activity for av conversations.	Placeholder true / false
AV No Recognition Esc. Audio Files(s)	This audio file is played if the user doesn"t provide a valid input starting from the second try. The value can be set in the following ways: Use Workflow Resource: a user has to select a workflow resource existing in the system. Specify Filename: a user has to specify a filename manually. The audio file has to be present in the announcement path of the ICH component. Use Placeholders: a user has to choose one placeholder configured in the system For "Use Workflow Resource" and "Specify Filename" options a 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|
AV No Recognition Esc. TTS(s)	The announcement that is played if the user doesn"t provide a valid input starting from the second try. If " AV No Recognition Esc. Audio File(s) " value is set, the " AV No Recognition Esc. TTS(s)" is not taken into account. There can be up to one text per language.	Sorry, we still cannot recognize your input , please try again.
AV Silence Esc. Audio File(s)	This audio file is played if the user doesn"t provide any input starting from the second try. The value can be set in the following ways: -         Use Workflow Resource: a user has to select a workflow resource existing in the system. -         Specify Filename: a user has to specify a filename manually. The audio file has to be present in the announcement path of the ICH component. -         Use Placeholders: a user has to choose one placeholder configured in the system For "Use Workflow Resource" and "Specify Filename" options a 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
AV Silence Esc. TTS(s)	The announcement that is played if the user doesn"t provide any input starting from the second try. If " AV Silence Esc. Audio File(s) " value is set, the "AV Silence Esc. TTS(s)" 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.
AV Expected DTMF Input(s)	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;
AV Expected Speech Input(s)	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;
AV Help Audio File(s)	[Reserved for future use]
AV Help TTS(s)	[Reserved for future use]
AV Max. Waiting Time	Defines the time the system waits for a valid input before going to the next step in workflow. Exit through "NoRecognition".	00:02:00
AV Silence Timeout	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
AV Main Audio Files(s)	This audio file is played immediately after the activity is reached. The value can be set in the following ways: -         Use Workflow Resource: a user has to select a workflow resource existing in the system. -         Specify Filename: a user has to specify a filename manually. The audio file has to be present in the announcement path of the ICH component. -         Use Placeholders: a user has to choose one placeholder configured in the system For "Use Workflow Resource" and "Specify Filename" options a 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
AV Main TTS(s)	The announcement that is played 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.
AV No Recognition Audio File(s)	This audio file is played if the user doesn"t provide a valid input the first time. The value can be set in the following ways: -         Use Workflow Resource: a user has to select a workflow resource existing in the system. -         Specify Filename: a user has to specify a filename manually. The audio file has to be present in the announcement path of the ICH component. -         Use Placeholders: a 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.
AV No Recognition TTS(s)	The announcement that is played if the user doesn"t provide a valid input for the first time. If "AV No Recognition Audio File(s)" value is set, the "AV No Recognition TTS(s)"is not taken into account. There can be up to one text per language.	Sorry, we cannot recognize your input , please try again
AV Pre Flush DTMF	Gets or sets whether to flush the DTMF buffer on the underlying telephony interface card before activation.	true / false
AV Repeat Audio Files(s)	[Reserved for future use]
AV Repeat TTS(s)	[Reserved for future use]
AV Silence Audio Files(s)	This audio file is played if the user doesn"t provide any input for the first time. The value can be set in the following ways: -         Use Workflow Resource: a user has to select a workflow resource existing in the system. -         Specify Filename: a user has to specify filename manually. The audio file has to be present in the announcement path of the ICH component. -         Use Placeholders: a user has to choose one placeholder configured in the system For "Use Workflow Resource" and "Specify Filename" options a 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
AV Silence TTS(s)	The announcement that is played if the user doesn"t provide any input for the first time. If "AV Silence Audio Files(s)" value is set, the "AV Silence TTS(s)" 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.
AV TTS Enabled	The system plays the specified audio file or text to speech content if set to true.	true / false

The following exits are possible:

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:

The following exits are possible:

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.

Activity contains the following properties:

The following exits are possible:

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.

Activity contains the following properties:

The following exits are possible:

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.

The Parameter Dependent Routing workflow activity has the following properties:

The Parameter Dependent Routing workflow activity has the following exits:

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.

Activity contains the following properties:

The following exits are possible:

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.

Activity contains the following properties:

The following exits are possible:

Check Parameter

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

Activity contains the following properties:

The following exits are possible:

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.

Activity contains the following properties:

The following exits are possible:

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

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• 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.

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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 #).

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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.

Activity contains the following properties:

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.

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.

The activity does not have any properties to configure.

Emergency

The ‘Emergency’ activity allows you to use the emergency case 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:

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

The activity contains the following properties:

Set Preferred Agent

Allows to define a preferred Agent as hard-coded part of the workflow. Multiple Agents may be defined as preferred.

To use this with the Check Contact Presence activity, the fields of each "Set Preferred Agent"  element have to be defined.

Outbound Connector

Dials out to an external system and sends pre-configurable DTMF tones to its IVR-workflow. The customer stays within the current service session and will hear the response from the external system according to the automated DTMF input.

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:

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

The following exits are possible:

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:

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

Activity contains the following properties:

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:

1. CI component is installed, configured and running (LC: Topology/Components)
2. Opening hours box is configured (LC: Topology/Credentials)
3. 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.

The following exits are possible:

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.

Activity contains the following properties:

The following exits are possible:

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.

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.

The activity contains the following properties:

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.

Activity Properties

Activity Exits

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.

Activity contains the following properties:

The following exits are possible:

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.

The activity contains the following properties:

 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 stores the selected value of the current session in DB.

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

The exits of the Origin Type Routing workflow activity:

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.

The The activity contains the following properties:

External Web Request Activity

Removed precondition

As of 3.4 no configuration of ICH is needed anymore to use the "Web Request" feature as now multiple web requests can be handled in one convenient page. Read the info below.

Starting with LUCS 3.4 "External Web Request" Workflow Element properties have moved away from Workflow Instances and into a central "Web Requests" page for central management and assignment to Organization Units.

Good to know:

• Workflow Instances containing Web Requests from LUCS version 3.3 or older will have their web request properties automatically imported into this view.  The naming for these new requests will be "WI_<ImportedWorkflowInstancename>". Any used Service Parameters and other user-defined properties are imported over alongside.
• Existing Web Request data entities appear as Pulldown the "External Web Request" Workflow Elements within your Workflow Instances.
  
• Starting with LUCS 3.4 you can also add Web Requests within External Web Request Trigger Sets

The External Web Request Activity allows to create a POST/GET/PUT 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)

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.

The Take Survey workflow activity has the following property:

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.

The Probability Routing workflow activity has the following property:

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.

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:

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.

The Current Queue Duration workflow activity has no properties.

The Current Queue Duration workflow activity has the following exits:

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

The activity contains the following properties:

Save to Parameter

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

The activity contains the following properties:

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 and custom parameters.

The activity contains the following properties:

Get Agent Context

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

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:

Survey Question

 This element only appears in Survey workflows

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

The activity contains the following properties:

The following exits are possible: