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These workflows are examples for you to recreate in the LUCS workflow editor. 

(lightbulb) You can fully customize these workflows using any Workflow Elements at your disposal. After you defined your Workflow Structures they can be used as Workflow Instances by all Organization Units, allowing them to further customize the steps in your workflow with individual Workflow Resources and Dependencies.

Simple Distribution Ringing

Simple Distribution Ringing Workflow

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Silent (Virtual) Transfer

Silent (Virtual) Transfer Workflow

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Emergency Case

Emergency Case Workflow

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Check Working Hours

Check Working Hours Workflow

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Check Agent Request Status + Current Queue Duration + Parameter Dependent Routing

Check Agent Request Status + Current Queue Duration + Parameter Dependent Routing Workflow

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  • Call Activity – Accept Call
  • Workflow Element – Send Agent Request, Announcement, Check Agent Request Status, Play Music, Current Queue Duration, Parameter dependent Routing, Conversation Recording

Check Contact Presence

Check Contact Presence Workflow

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  • Call Activity – Accept Call, Blind Transfer, Silent (virtual) Transfer
  • Workflow Element – Announcement, Input Customer, Check Contact Presence, Conversation Recording

Survey Question

Survey Question Workflow

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Check Service State

Check Service State Workflow

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Tag Origin Type & Origin Type Routing

ag Origin Type & Origin Type Routing Workflow

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  • Call Activity – Accept Call, Decline Call, Silent (Virtual) Transfer, Blind Transfer

  • Workflow Element – Tag Origin Type and Origin Type Routing, Announcement, Conversation Recording, Connect

Standby Duty

Standby Duty Workflow

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  • Call Activity – Accept Call, Disconnect Call
  • Workflow Element – Check Working Hours, Announcement, Conversation Recording, Ask for Agent, Connect, Standby Duty

Check Presence State

Check Presence State Workflow

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Preferred Agent Routing

Preferred Agent Routing Workflow

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Current Queue Position

Current Queue Position Workflow

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  • Call Activity – Accept Call
  • Workflow Element – Send Agent Request, Announcement, Check Agent Request Status, Play Music, Current Queue Position, Conversation Recording

DB based Routing

An example Workflows using DB Based Routing.

DB based Routing Workflow

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DB Lookup to Parameter

DB Lookup to Parameter Workflow

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DB Validate Belgian NRN

Validate Belgian NRN Workflow

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  • Call Activity – Accept Call. Disconnect Call
  • Workflow Element – Collect Customer Information, Validate Belgian NRN, Announcement, Ask for Agent, Connect

Collect Customer Information & Check Parameter

Workflow

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