Custom Workflow Elements

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Start Stream to Speaker Verification

Start Stream to Speaker Verification Element

Starts Streaming the Audio of the Caller to a SpeakerVerification System.

The activity contains the following properties:

Property Name

Description

Value

SpeakerVerificationActivityLogic:Provider

The provider for the SpeakerVerification System currently only SPITCH is supported

Spitch

SpeakerVerificationActivityLogic:ProviderURL

The url or multiple urls the APIS of the SpeakerVerification System along with additional configurations.

The different urls should be separated by the pipe symbol '|'. Current configuration includes the languages (ISO two letter language code)for which the stream should be started as well as an optional username and password to be used with basic authorization.

Syntax: <url1>;<language1>,<language2>;<username>:<password>|<url2>;<language3>

https://spitch-verification.dev.local:1234/stream;de,fr,it|https://spitch-verification.dev.local:1234/record;de

Siebel Request Activity

Siebel Request Activity Element

This Activity is specific for Siebel CRM System and can trigger two different types of web-requests.
The requests are sent as POST request with JSON Input Object in HTTP Body.

RequestActivityID:

Content sent as a post request to the Siebel System:

{
   "body": {
      "ServiceId": "868B7A72-2A0A-4D78-A354-524B3C95B171"
      "ServiceSip": "sip:support@customer.com"
      "MessageType": "IncomingInternalCall"
      "OriginUser": "sip:maxmuster@luware.com"
      "OriginTelNumber": "+41584445533"
      "FrontCallId ": "d9b0a886-ac8e-4656-8b9c-1b75b3476dbc"
      "ModalityType": "AV"
   }
}

XML

Content that is received back from the Siebel System:

{
   "ActivityId": "1-HYCZD"
   "ErrorCode": ""
   "ErrorMessage": ""
}

XML

CallEnd:

Content sent as a post request to the Siebel System:

{
   "body": {
      "ServiceId": "868B7A72-2A0A-4D78-A354-524B3C95B171"
      "ServiceSip": "sip:support@customer.com"
      "MessageType": "IncomingInternalCall"
      "ActivityId": "1-HYCZD"
      "FrontCallId ": "d9b0a886-ac8e-4656-8b9c-1b75b3476dbc"
   }
}

XML

Content that is received back from the Siebel System:
```
{
   "ErrorCode": ""
   "ErrorMessage": ""
}
```
XML

The activity contains the following properties:

Property Name	Description	Value
Server URL	Text Field to enter the Base URL including http / https-prefix	https://server:8090/home
Operation	Choose the request type that should be chosen.	RequestActivityId CallEnd

In ICH Topology settings a timeout in seconds (TimeoutInS) can be defined.

If set to 0 the system will wait for a Siebel System response before continuing in the workflow.
If set >0 the system will just wait for the defined time in seconds and the continue in the workflow.

Create CRM Ticket

Create CRM Ticket Element

This activity is tied to the Zendesk API, creating a ticket.

Precondition: A Zendesk account needs to be set up during ICH - Interactive Conversation Handler setup.

The activity contains the following properties:

Property Name	Description	Value
CrmCreateTicketActivityLogic:CustomizedFields	Filling Ticket custom fields. Expected format: key,value;key2,value2;	Technology,MS;Severity,Critical
CrmCreateTicketActivityLogic:Tags	Adding Ticket Tags, delimited by semicolon ';'	MS;Critical

Known Issue

For Zendesk tickets to open in a browser, a Service Parameter called "TicketId" needs to be created manually in the system as it is not created by default.

Also see the related use case: Create and open Zendesk Ticket in AA

Close CRM Ticket

Close CRM Ticket Element

Closes the (previously opened) CRM Ticket.

The activity does not contain any properties.

Get Caller Information

Get Caller Information Element

The activity does not contain any properties.