Custom Workflow Elements
On this page:
Start Stream to Speaker Verification
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
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" } }
XMLContent 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" } }
XMLContent 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. |
|
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
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
Closes the (previously opened) CRM Ticket.
The activity does not contain any properties.
Get Caller Information
The activity does not contain any properties.