Goal: How to use External Web Request Activity in Workflow Instances
Complexity: Medium
Preconditions:

  • Service, Agents with corresponding traits are configured to receive calls.
  • Workflow instance like shown below is created and correctly configured (except External Web Request part).
  • Parameters are configured to save Conversation state and conversation ID

Related Chapters: 

New in V3.4: 

Use Case Description

A customer wants to track conversation history in his CRM Application by sending and receiving Service task data from LUCS system to his CRM Web-Application.
This can be achieved by using the External Web Request Activity in the configured Workflow instance.

  1. Input Customer Activity: Let the customer enter his customer ID.
  2. External Web Request Activity: Create a conversation entry in his CRM system, validate the customer ID and receive back a conversation ID.
    • If the customer ID can be validated successfully assign the conversation to the customer profile.
    • Otherwise let the Agent select the right customer profile later in the process.
  3. Send Agent Request:  Start trying to reach an available agent and regularly check the status of the request so that a call can be routed according to the current situation. 
  4. Check Agent Request Status: If the maximum request time is reached the customer is informed that all Agents are busy.
  5. External Web Request Activity: Close the conversation entry in the CRM system and change status to "Closed because all Agents have been busy".

(tick) Result: When the CRM Web Application is opened the conversation is already assigned to the right customer profile and the Agent can immediately see all customer information and contracts/products the customer is using. 

UCIDUC  LUCS Application 033