Switch between Audio-File and TTS via placeholder

Goal: Reduce overall workflow instances needed with OU-specific placeholders.
Complexity: Medium
Preconditions:

LUCS Workflow Instances older than V3.3 are still in place. User wants to upgrade to the new placeholder method.
At least two services exist in the system and are available in S4B
Workflow Structures are defined, corresponding Workflow Instances are assigned to the Services
User knows where to find and define Placeholders → See: Workflow Resources and Dependencies

Related Chapters:

Defining Workflows
Workflow Elements that use this placeholder:
- Announcement
- Connect
- InputCustomer
- Collect Customer Information
- Standby Duty

Preparation: Configure Boolean Placeholders

#	WHERE	USER ACTION	RESULTS / SYSTEM REACTION
1	LUCS Configurator > Placeholders	Create two placeholders of Type "Boolean" One for "Boolean_Audio" One for "Boolean_TTS" Ensure that the placeholders are assigned to the correct Organization Units to be available to those services same as their Workflow Instances.	New Boolean placeholders are created
2	LUCS Configurator > Workflow Structures	Locate the workflow structures to be used by your services You can use any of the following activities inside those structures Announcement Connect InputCustomer Collect Customer Information Standby Duty
3	LUCS Configurator > Workflow Instances Inbound	Locate the workflow instance to be used by your services Assign the new placeholders "Boolean_Audio" and "Boolean_TTS" within the instance. New placeholders for Audio and TTS	Individual placeholders for the future common WF instance are defined
4	LUCS Configurator > Services > Workflow Tab	Assign the new workflow instance to your service. Within the "placeholders" section you can now individually configure these placeholders per service. → Read the "Usage Scenarios" below to learn how these toggles behave. Repeat as needed for other services which need to dynamically switch between TTS and Audio announcements. When your instances between services are identical (based on the same Workflow Structure) you can now reduce the total instances down to 1, using the new boolean placeholders. Be careful when changing all your productive workflow instances in this fashion. Fewer workflow instances also mean greater impact when changing the source workflow. When uncertain about impacts of this change, create a new workflow instance first, then "gradually" switch your services to this new consolidated placeholder method. Also note that when using the same placeholder (e.g. just one boolean for multiple properties) the preceding property behavior will be different on per-case basis. → Read the "Usage Scenarios" below to learn more.	Individual placeholders per service are assigned in their respective

For simplicity in these scenarios we are just using 2 services "Service A" and "Service B". You can of course expand this example to as many services as you like.

All cases below require you to have the placeholders defined as described in "Preparation" above. You also need to have Workflow Resources and Dependencies defined as needed (e.g. Audio Files).

Usage Scenario 1: Individual Placeholders for 2 Services

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WHERE

USER ACTION

RESULTS / SYSTEM REACTION

1

LUCS Configurator
> Services > Workflow Tab

Define Service A and Service B to use the same instance with 2 individual placeholders for AV Audio Files and AV TTS.

Announcement Property	Service A	Service B
AV Audio File	Defined	Defined
AV Audio File(s) Enabled	Boolean:	Boolean:
AV TTS(s)	Defined	Defined
AV TTS(s) Enabled	Boolean:	Boolean:

Workflow settings and individual placeholders for each service are defined

2

Call Services A and B

Expected Result:

Service A plays the Audio File during the Announcement as it takes precedence over TTS
Service B skips the Announcement as both Boolean placeholders are set to false.

Workflow continues after the announcement step as defined.

Usage Scenario 2: Undefined Resource fallback

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