In LUCS, all Audio files, Text-to-Speech sentences and IM-Text sentences belong to a workflow resource. anchor
Before creating or using workflows it is recommended to upload and define global resources for your supervisors to use.
The ‘Resources’ page is accessible on Settings -> Workflow section -> Resources
The Workflow Resource page contains the following settings:
Workflow Resource name
This name will appear for selection within workflow instances so we highly recommend choosing a filename with a clear purpose and source language, such as "HolidayAnnouncement_enUS"
The Organization Unit to which the workflow resource will be assigned to (visible for selection within their workflow instances).
Short description about the resource. (Only for internal identification).
Divides the resources types into two categories, making them available exclusively only to either of the following:
Audio File section
Load Audio File
Only the .wma audio file format is supported.
(only when file was loaded)
Allows to play/pause uploaded audio file.
Text which played during workflow resource usage.
'Microsoft Speech Platform' and the language pack need to be installed on all LUCS servers running this feature.
Text which will be used in IM chat during workflow resource usage.
Music on Hold Playlists
The ‘Music on Hold Playlists’ page provides the possibility to create and configure playlists. The playlists are created using audio files added previously on the ‘Resources’ page. The playlists are used by services and by ‘Play Music’ workflow activity. The customer hears the music from playlists while a call is on hold.
By adding a new list or clicking any entry in the list, you can inspect details:
Music on Hold Playlist contains the following settings:
Music on Hold Playlist name.
Organization Unit to which the Music on Hold Playlist will be assigned to (visible for selection within their workflow instances).
Short description, for internal use.
Placeholders allows you to define (and change existing) Workflow’s Element Properties without needing to edit each Workflow Instance individually. Each workflow instance using the placeholders will immediately reflect your changes on the placeholders.
Both Survey and Inbound type workflow instances make use of placeholders.
Examples for Placeholders:
- Defining an opening statements / music intro / resources for all your workflows
- Default values for surveys (e.g. when no customer response takes place)
- A default forwarding contact or service to handle calls with
- A default timeout / duration to use for steps
On clicking a specific placeholder in the list, the user can view its details:
The 'Placeholders' page contains the following settings:
Select Organization Unit to which the placeholder will be assigned.
The following types are supported:
The definition of external DB sources allows LUCS users to extend the existing or create new workflows with data stored elsewhere and create therefore much more powerful workflows. The ‘External Sources’ page is accessible via Settings -> Workflow section -> External Sources.
You edit a new external source by clicking '+Add' or by selecting any existing entry from the list:
The 'External Source' page contains the following settings:
External Source name.
Organization Unit to which the external source will be assigned to (visible as source for selection within their workflow instances).
Choose type of the DB Server.
There are three types are available:
Specify a string that defines the information about the data source and connection data.
To check the DB reachability.
The ‘Survey Questions’ page allows you to define default survey questions that will be used for creation of post conversation survey.
There are 3 types of Survey Question in the system:
- Closed Question With Numeric Range;
- Closed Question Yes/No;
- Open Question IM.
Below is an example of a Closed Question with Range:
The Survey Question has the following settings:
Unique name of survey question.
Select Organization Unit to which the question element will be assigned (=selectable in Workflows)
Survey Question Type
Type of the survey question. Three types are supported now:
Add short information about the survey question (for internal use).
Range FROM/TO. Value TO must be higher or equal then FROM.
Appears for survey questions with ‘Closed Question With Range’ type.
Appears for survey questions with ‘Open Question IM’ type.
Allows configuring length of a customer’s answer.
Expected Answers Yes/No
Appears for survey questions with ‘Closed Question Yes/No’ type.
DTMF: Define the list of digits, which the customer has to enter during audio call. According to the the pressed digit, Yes or No answers will be saved. Numbers from 0 to 9 are allowed.
IM Input: Define text, which the customer has to enter during IM call to answer Yes or No. The IM inputs are culture dependent entities.
The resources files are played for the customer during the post call survey activation.
The ‘Resources’ field shows the resources chosen for this survey question.
Resources are culture dependent entities.
You can add resources for the survey question using the ‘Add Resource’ field by selecting the ‘Language’ and ‘Resource’ .
Preconditions: To be available in the dropdown, the workflow resources should be added to the system in Web-Configurator -> Settings -> Workflow section -> Resources page.