Announcement

The ‘Announcement’ activity is used to set up a message that will be played/sent to user during audio/IM conversation.

The conversation has to be accepted (see "Accept Call" activity) before the announcement can be played.

The announcements must be specified per language, so that ICH can play/send the one according to the service culture.

Services: Language defined for a service

Announcement Element

The activity contains the following properties:

Property NameDescriptionValue



AV Audio File(s)The prerecorded audio file specified here will be played to the caller. The audio file can be selected from the workflow resources, from the placeholders or set freely. For the last option, the audio file has to be present in the announcement path of the ICH component.
There can be up to one audio file specified per language.
wma file
AV Audio File(s) EnabledThe system plays the specified audio file content if set to true. true / false
AV DescriptionInformative description. The message will not be displayed to customers.-
AV Stoppable[Deprecated] true / false
AV TTS(s)ICH plays the content specified here with the Text To Speech engine to the caller if the audio file parameter (AV Audio File(s)) is not defined.
There can be up to one text specified per language.
IMPORTANT: To use this feature, the appropriated TTS language has to be installed on the TM machines.
Thank you for calling. Your call is very important to us. Please stay on the line while we connect you to  the next available agent.
AV TTS(s) EnabledThe system plays the specified audio file or text to speech content if set to true. true / false
DisconnectCall:Description[Deprecated]-
DisconnectCall:Enabeld[Deprecated]-
IM DescriptionInformative description. Message will not be displayed to customer.-
IM Enabled

The system sends the configured IM message to the chat participant if set to true.

true / false
IM Statement(s)The content of instant message which is sent to the chat partner. There can be up to one text specified per language.Thank you for contacting us. Your request is very important to us. Please wait while we connect you to  the next available agent.
IM Stoppable[Deprecated]-
IsDataTrackingEnabeldReserved for future use.-
SpeechStatement:IsDataTrackingEnabeldReserved for future use.-

Check Working Hours

Check Working Hours’ activity checks working hours of a service at the moment the activity is reached. A service can have up to 11 different opening categories like ‘Open’, ‘Closed’, ‘Holiday’, etc. and can act depending on them. For example calls/chats can be be sent to voicemail or transferred.

To use this activity, the following prerequisites have to be done:

  1. CI component is installed, configured and running (LC: Topology/Components)
  2. Opening hours box is configured (LC: Topology/Credentials)
  3. Calendar entry categories match the configured names

CI determines the current opening hour state with the help of the calendar entry category.

  • If a calendar entry contains multiple categories, the more specific one is taken (Exit Order descending).
  • If no calendar entry is present, CI will return the default one. (Specified in LC: Topology/Components)

Check Working Hours Element


Activity contains the following properties:

Property NameDescriptionValues
CheckWorkingHoursActivityLogic:LocationAllowed to request a Mailbox different from configured in service call.Email address

The following exits are possible:

ExitDescriptionOrder
CheckingFailureThe opening hours couldn’t be checked due to an error. Ex. there was not opening hours box specified for the service or the CI component cannot be reached.
ClosedThe service opening hours box returned closed.1
OpenThe service opening hours box returned open.2
FlexibleTimeThe service opening hours box returned flexible time.3
PreHolidayThe service opening hours box returned pre holiday.4
InternationalHolidayThe service opening hours box returned international holiday.5
NationalHolidayThe service opening hours box returned national holiday.6
LocalHolidayThe service opening hours box returned local holiday.7
Special1The service opening hours box returned special1.8
Special2The service opening hours box returned special2.9
Special3The service opening hours box returned special3.10
Special4The service opening hours box returned special4.11


Check Presence State

‘Check Presence State’ activity checks the SfB presence state of the current service. Based on presence state, the conversation can take a specific route according to workflow configuration.

This presence state depends on the service configuration and the current availability of agents.

Check presence state
Property NameDescriptionValues
No properties can be specified.

The following exits are possible:

ExitDescription
AvailableThe service has the presence state available. If the default settings are used, at least one agent is selectable in the first distribution profile.
BusyThe service has the presence state busy. If the default settings are used, at least one agent is in time available. (there are agents signed in for this service, but no one is selectable in the first distribution profile)
AwayThe service has the presence state away. If the default settings are used, no agents are signed for this service.
OfflineThe service has the presence state offline.

Check Service State

The ‘Check Service State’ workflow activity makes the conversation routing decision based on the service state configured on LUCS Configurator -> Services -> Services tab.

Check Service State element
Property NameDescriptionValues
No properties can be specified.

The following exits are possible:

ExitDescription
Direct SelectableIs choosen when service state is ‘Direct Selectable’
In Time SelectableIs choosen when service state is ‘In Time Selectable’
No One AvailableIs choosen when service state is ‘No One Available’

Check Modality Type

The ‘Check Modality Type’ determines the conversation’s initial modality. Initial modalities can be chat/IM or audio/video. Based on the conversation type the conversation can take a specific route according to the workflow configuration.

Check Modality Type Element
Property NameDescriptionValues
No properties to be specified.

The following exits are possible:

ExitDescription
InstantMessagingThe participant connected initially by chat.
AudioVideoCallThe participant connected initially by voice or video.
UnkownThe modality couldn’t be determined.

Ask for Agent

‘Ask for Agent’ activity requests an agent for the specified service from the system. A request is solved when an agent is reserved for this task. The caller / chat participant will then get connected to the agent in the  connect element.

For an agent to be found for the task, he has to be:

  • Selectable
    • SignedIn in SfB Client
    • Not in an audio video conversation
    • Not in aftercall work state
    • In a ‘selectable’ SfB presence state
    • Not reserved for another agent request
  • Available for the required modality (IM, AV)
  • Responsible for the task according to his current traits (skills and responsibilities)

For simplicity, this activity is combined with the the "Check Presence State" workflow element and will return the current presence state of the service.

Ask for Agent Element

Activity contains the following properties:

Property NameDescriptionValues
AskForAgentActivityLogic:ServiceUriAllows to request an agent for another service represented by the ServiceSipUriservice sip uri

The following exits are possible:

ExitDescription
AvailableThe service has the presence state available. If the default settings are used, at least one agent is selectable in the first distribution profile.
BusyThe service has the presence state busy. If the default settings are used, at least one agent is in time available. (there are agents signed in for this service, but no one is selectable in the first distribution profile)
AwayThe service has the presence state away. If the default settings are used, no agents are signed for this service.
OfflineThe service has the presence state offline.

Connect

In the ‘Connect’ the participant waits to be connected to an agent. A variety of parameters gives the possibility to customize the waiting time.

This activity should be used only after the ‘ask for agent’ workflow element is used.

Connect Element

The activity contains the following properties:

Property Name

Description

Values

IM 1st Announcement(s)

The first announcement that is displayed to a chat partner after the time set in the Timer elapsed. There can be up to one text per language.

The announcement is not displayed if the Timer is not set or set to "00:00:00".


AV 1st Audio Files(s)

This audio file is played after the Timer is elapsed for the 1st  time. Value can be set in the following ways:

-         Use Workflow Resource: a user has to select a workflow  resource existing in the system.

-         Specify Filename: a user has to specify a filename manually. The audio file has to be present in the announcement path of the ICH component.

-         Use Placeholders: a user has to choose one placeholder configured in the system

For "Use Workflow Resource" and "Specify Filename" options a user has to define a Culture language. The system will select the appropriate announcement to play according the culture of the service. There can be up to one audio file per language.

The announcement is not played if the Timer is not set or set to "00:00:00".


AV 1st TTS(s)

The announcement that is played to the caller (TTS) after the Timer is elapsed for the 1st time. If "FirstSpeechAnnouncementAudioFile" value is set, the "FirstSpeechAnnouncementTextual" is not taken into account. There can be up to one text per language.

The announcement is not played if the Timer is not set or set to "00:00:00".


RONA Limit

The number of attempts to reach selectable Agents. If an agent does not answer the conversation, RONA (Redirect on no answer) happens and the conversation is redistributed again.

The conversation will exit the Connect Activity immediately after MaxRonaTries value is exceeded, even if the MaxWaitTime has not yet been exceeded


Time Limit                         

Max time the participant has to wait in this activity to get connected to an agent.

 The conversation will exit the Connect Activity after the max waiting time is reached.

 If the time is up at the moment the system is trying to reach an agent, the activity will not exit until the result of the connection attempt is clear.

00:03:00

Play Waiting Music Instant

If the value is set to true, the music will be played as soon the participant reaches the connect activity. Otherwise, the music will be played after the first RONA has occurred.

true / false

Waiting Music 

Defines the music that will be played when the participant waits in the activity. If the field is set, the connect box will always play the specified file. If not specified, ICH will play the files which are specified in the MusicInQueue folder.

 If the MusicInQueue folder is empty, the files in the MusicOnHold folder are played instead.

file.wma

AV TTS EnabledThe system plays the specified audio file or text to speech content if set to true.true / false

RONA Timeout

The amount of time the agent has to accept a conversation. If he misses/declines or doesn"t accept the conversation, his SfB state is set to RONA. The RonaTries will be increased by 1 and the system tries to find another agent until the MaxWaitTime or MaxRonaTries is reached.


IM 2nd Announcement(s)

The announcement that is displayed to a chat partner after the Timer is elapsed for the 2nd time. There can be up to one text per language.

The announcement is not displayed if the Timer is not set or set to "00:00:00".


AV Audio File(s) EnabledThe system plays the specified audio file content if set to true.true / false

AV 2nd Audio Files(s)

This audio file is played after the Timer is elapsed for the 2nd time.

The value can be set in the following ways:

-         Use Workflow Resource: a user has to select a workflow  resource existing in the system.

-         Specify Filename: a user has to specify filename manually. The audio file has to be present in the announcement path of the ICH component.

-         Use Placeholders: a user has to choose one placeholder configured in the system

For "Use Workflow Resource" and "Specify Filename" options a user has to define a Culture language. The system will select the appropriate announcement to play according to the culture of the service. There can be up to one audio file per language.

The announcement is not played if the Timer is not set or set to "00:00:00".


AV 2nd TTS(s)

The announcement that is played to the caller (TTS) after the Timer is elapsed for the 2st time. If "SecondSpeechAnnouncementAudioFile" value is set, the "SecondSpeechAnnouncementTextual" is not taken into account. There can be up to one text per language.

The announcement is not played if the Timer is not set or set to "00:00:00".


Replay AV/IM Annoucements Timer

The time after which the 1st / 2nd announcement is displayed/played.

00:00:30

  • SecondAnnouncements are played repeatedly in Timer time until the Connect activity is left (MaxWaitTime/MaxRonaTries/Successfully connected).
    The following exits are possible:

    Exit

    Description

    Connected

    The participant was connected successfully to an agent.

    ConnectionFailure

    The participant wasn"t connected to the agent. The reasons can be:

    • Maximum wait time was reached
    • Maximum number of RONAs was reached|

Input Customer

The ‘Input Customer’ activity allows customers to make an input (DTMF tones/Speech-To-Text in call scenario; chat message in IM scenario) and take a different path in the workflow . Common scenarios are language or topic choice on a general service line. There can be up to 10 different selections and the participant can be guided by a variety of announcements.

Input Customer Element

The activity contains the following properties:

Property Name

Description

Values

AV Audio File(s) EnabledThe system plays the specified audio file content if set to true.true / false

IM Acknowledge Prompt(s)

Provides confirmation before the input text is sent for recognition. There can be up to one text specified per language

  • Placeholder
  • Text (language dependent)

IM Description

Informative description. The message will not be displayed to the participant anywhere.

Text

IM Enabled

If set to false, the system will not use this activity for instant messaging conversations.

true / false

IM No Recognition Esc. Prompt(s)

If the participant didn"t enter a valid input for the 2nd time, this prompt will be sent to the participant. There can be up to one text specified per language.

  • Placeholder
  • Text (language dependent) 

Example: Sorry, we still cannot recognize your input , please try again.

IM Silence Esc. Prompt(s)

If the participant didn"t enter any input after the 1st time (2nd etc.), this prompt is sent as a chat message. There can be up to one text specified per language.

Please press a button to make your choice. To be connected with our agent press 1. For Sales press 2. For Support press 3. For information about the company press 4. To leave us a message press 5.

IM Expected Message(s)

Define the list of inputs (Digits, Texts) which the participant has to enter. According to the position of the digit/input in the list, they will be navigated to one of the exits.

  • Placeholder
  • Text (language dependent)

Example: 1;2;Three;4;5

IM Help Prompt(s)

[Reserved for future use]

  • Placeholder
  • Text (language dependent)

IM Max. Waiting Time

Define the maximum time the system waits for a valid input. If no valid input is received, the activity will take the "NoRecognition" exit.

  • Time format, example: 00:02:00

IM Silence Timeout

Define how long the system should wait for customers" input before playing the Silence / EscalatedSilence prompt.

  • Time format, example: 00:00:10

IM Main Prompt(s)

The main and 1st prompt which is sent to the participant.

  • Placeholder
  • Text (language dependent)

Example: Welcome to COMPANY X. To be connected with our agents press 1. For Sales press 2. For Support press 3. For information about the company press 4. To leave us a message press 5.

IM No Recognition Prompt(s)

The text sent to the participant if he enters an invalid input.

  • Placeholder
  • Text (language dependent)

Example: Sorry, we cannot recognize your input , please try again.

IM Silence Prompt(s)

The prompt sent to the participant when he isn"t sending any instant message within the in IM Silence Timeout defined time.

  • Placeholder
  • Text (language dependent)

Example: Please press a button to make your choice. To be connected with our agent press 1. For Sales press 2. For Support press 3. For information about the company press 4. To leave us a message press 5.

AV Barge In Enabled

The caller can enter any voice or dtmf input without first having to listen to the entire prompt. Once the first input is received, the current announcement will be stopped immediately.

  • Placeholder  The text sent to the participant if he enters an invalid input.
  • true / false

AV Time complete startet Input

Define how long the system should wait before assuming all DTMF tone(s) was(were) fully received.
This option is only taken into consideration if the system offers options starting with the same digits (ex. 2;22;23) or if a multi-digit number is not fully entered and the system waits for completion.

Valid range: 00:00:01 – 00:00:09

  • Time format, example: 00:00:09

AV Description

Informative description. The message will not be displayed to a participant anywhere.


AV Enabled

If set to false, the system will skip this activity for av conversations.

  • Placeholder
  • true / false

AV No Recognition Esc. Audio Files(s)

This audio file is played if the user doesn"t provide a valid input starting from the second try. The value can be set in the following ways:

  • Use Workflow Resource: a user has to select a workflow resource existing in the system.
  • Specify Filename: a user has to specify a filename manually. The audio file has to be present in the announcement path of the ICH component.
  • Use Placeholders: a user has to choose one placeholder configured in the system
    For "Use Workflow Resource" and "Specify Filename" options a user has to define a Culture language. The system will select the appropriate announcement to play according the culture of the service. There can be up to one audio file per language.|Wma file|


AV No Recognition Esc. TTS(s)

The announcement that is played if the user doesn"t provide a valid input starting from the second try. If " AV No Recognition Esc. Audio File(s) " value is set, the " AV No Recognition Esc. TTS(s)" is not taken into account. There can be up to one text per language.

Sorry, we still cannot recognize your input , please try again.

AV Silence Esc. Audio File(s)

This audio file is played if the user doesn"t provide any input starting from the second try. The value can be set in the following ways:

-         Use Workflow Resource: a user has to select a workflow resource existing in the system.

-         Specify Filename: a user has to specify a filename manually. The audio file has to be present in the announcement path of the ICH component.

-         Use Placeholders: a user has to choose one placeholder configured in the system

For "Use Workflow Resource" and "Specify Filename" options a user has to define a Culture language. The system will select the appropriate announcement to play according to the culture of the service. There can be up to one audio file per language.

Wma file

AV Silence Esc. TTS(s)

The announcement that is played if the user doesn"t provide any input starting from the second try. If " AV Silence Esc. Audio File(s) " value is set, the "AV Silence Esc. TTS(s)" is not taken into account. There can be up to one text per language.

Please press a button to make your choice.To be connected with our agent press 1. For Sales press 2. For Support press 3. For information about the company press 4. To leave us a message press 5.

AV Expected DTMF Input(s)

Define the list of digits which the participant has to enter. According to the position of the digits in the list, they will be navigated to one of the exits.

1;2;3;4;5;

AV Expected Speech Input(s)

Define a list of inputs which the participant has to say. This feature uses Speech-to-Text Recognition. According to the position of the word in the list, they will be navigated to one of the exits.

One;Two;Three;Four;Five;

AV Help Audio File(s)

[Reserved for future use]


AV Help TTS(s)

[Reserved for future use]


AV Max. Waiting Time

Defines the time the system waits for a valid input before going to the next step in workflow. Exit through "NoRecognition".


00:02:00

AV Silence Timeout

Define how long the system should wait for the caller"s input before playing one of the silence or the main prompts

00:00:10

AV Main Audio Files(s)

This audio file is played immediately after the activity is reached. The value can be set in the following ways:

-         Use Workflow Resource: a user has to select a workflow resource existing in the system.

-         Specify Filename: a user has to specify a filename manually. The audio file has to be present in the announcement path of the ICH component.

-         Use Placeholders: a user has to choose one placeholder configured in the system

For "Use Workflow Resource" and "Specify Filename" options a user has to define a Culture language. The system will select the appropriate announcement to play according to the culture of the service. There can be up to one audio file per language.

Wma file

AV Main TTS(s)

The announcement that is played if the user doesn"t provide a valid input starting from the second try. If "MainPromptAudioFile" value is set, the "MainPromptTextual" is not taken into account. There can be up to one text per language.

Welcome to COMPANY X. To be connected with our agents press 1. For Sales press 2. For Support press 3. For information about the company press 4. To leave us a message press 5.

AV No Recognition Audio File(s)

This audio file is played if the user doesn"t provide a valid input the first time. The value can be set in the following ways:

-         Use Workflow Resource: a user has to select a workflow resource existing in the system.

-         Specify Filename: a user has to specify a filename manually. The audio file has to be present in the announcement path of the ICH component.

-         Use Placeholders: a user has to choose one placeholder configured in the system

For "Use Workflow Resource" and "Specify Filename" options user has to define a Culture language. The system will select the appropriate announcement to play according to the culture of the service.There can be up to one audio file per language.

Sorry, we cannot recognize your input , please try again.

AV No Recognition TTS(s)

The announcement that is played if the user doesn"t provide a valid input for the first time. If "AV No Recognition Audio File(s)" value is set, the "AV No Recognition TTS(s)"is not taken into account. There can be up to one text per language.

Sorry, we cannot recognize your input , please try again

AV Pre Flush DTMF

Gets or sets whether to flush the DTMF buffer on the underlying telephony interface card before activation.

true / false

AV Repeat Audio Files(s) 

[Reserved for future use]


AV Repeat TTS(s) 

[Reserved for future use]


AV Silence Audio Files(s)

This audio file is played if the user doesn"t provide any input for the first time. The value can be set in the following ways:

-         Use Workflow Resource: a user has to select a workflow resource existing in the system.

-         Specify Filename: a user has to specify filename manually. The audio file has to be present in the announcement path of the ICH component.

-         Use Placeholders: a user has to choose one placeholder configured in the system

For "Use Workflow Resource" and "Specify Filename" options a user has to define a Culture language. The system will select the appropriate announcement to play according to the culture of the service. There can be up to one audio file per language.

Wma file

AV Silence TTS(s)

The announcement that is played if the user doesn"t provide any input for the first time. If "AV Silence Audio Files(s)" value is set, the "AV Silence TTS(s)" is not taken into account. There can be up to one text per language.

Please press a button to make your choice. To be connected with our agent press 1. For Sales press 2. For Support press 3. For information about the company press 4. To leave us a message press 5.

AV TTS EnabledThe system plays the specified audio file or text to speech content if set to true.true / false

The following exits are possible:

Exit

Description

NoRecognition

The participant didn"t enter a valid input for the predefined time (IncompleteTimeout)

Result1

The participant provided a valid input which can be mapped to the 1. result.

Result2

The participant provided a valid input which can be mapped to the 2. result.

Result3

The participant provided a valid input which can be mapped to the 3. result.

Result4

The participant provided a valid input which can be mapped to the 4. result.

Result5

The participant provided a valid input which can be mapped to the 5. result.

Result6

The participant provided a valid input which can be mapped to the 6. result.

Result7

The participant provided a valid input which can be mapped to the 7. result.

Result8

The participant provided a valid input which can be mapped to the 8. result.

Result9

The participant provided a valid input which can be mapped to the 9. result.

Model of the Callflow in InputCustomer Element

Origin Routing

‘The Origin Routing’ activity defines routing of the call or chat depending on specific patterns found in the SIP FROM Header of a participant, such as SIP Uri or phone number. There can be up to 20 pattern matches.

Activity contains the following properties:

Property NameDescriptionValues
OriginRoutingActivityLogic:Pattern1..20Allows you to set patterns (Regular Expressions) for analyzing incoming participants SIP FROM header. Depending the matched pattern, the call will take the corresponding exit.


User is able to set 20 patterns maximum and use therefore 20 different exits


The following exits are possible:

ExitDescription
NoneNon of the provided input matched.
Pattern1…20The provided pattern matched.

IP Origin Routing

The ‘IP Origin Routing’ activity defines routing of the conversation depending on a specific pattern. In this activity the IP address of the first SIP VIA header is checked with the provided patterns. There can be up to 20 patterns.

IP Origin Routing Element

Activity contains the following properties:

Property NameDescriptionValues
IpOriginRoutingActivityLogic:Pattern1..20Allows you to set patterns (Regular Expression) for analyzing the first incoming SIP VIA header. Depending on a match on the pattern the call will take the corresponding exit.


User is able to set 20 patterns maximum and use therefore 20 different exits.


The following exits are possible:

ExitDescription
NoneNon of the provided input matched.
Pattern1…20The provided pattern matched.

DB Based Routing

‘DB Based Routing’ activity performs a lookup in the LUCS DB and returns a category (e.g. VIP) and exits depending on the mapping configuration. Customer identification (e.g. Phone number, SIP address) category mappings are set up in the ‘dbo.CustomerIdentifierCategory’ table. The stored procedures are available for easier management of these tables. There can be up to 20 distinctions.

DB based Routing Element


Activity contains the following properties:

Property NameDescription
DbBaseRoutingActivityLogic:CategoryMapping1…20Allows specifying category/exit mappings. Each category corresponds to one exit.


Example:   DbBaseRoutingActivityLogic:CategoryMapping1 corresponds to Result1.

There can be up to 20 different categories.

VIP


Business

DbBaseRoutingActivityLogic:Command                          Allows defining request from external DB source. Returned values will be used for searching appropriate mapped categories.
DbBaseRoutingActivityLogic:CommandTimeoutTime limit of execution of Command from external DB source.
DbBaseRoutingActivityLogic:ExternalDbSourceName of external DB.
DbBaseRoutingActivityLogic:Parameter                         Allows defining, which parameter is used as ‘search criterion’ when lookup is performed.


It is the administrator’s responsibility to make sure that the parameter is filled with a value prior to usage in this activity. If a ‘non-system set’ parameter is used, ‘Collect Customer Information’ or ‘DB Lookup to parameter’ activities can be used to fill a parameter.


DbBaseRoutingActivityLogic:Regex                 A regular expression and a group are defining which part of the parameter is used for the DB lookup.


User has the following options:

–           Full: full parameter value will be used

–           SipUriWithoutParameters: only a part of SIP URI will be taken into account without additional parameters (e.g. ;opaque=app:voicemail). It only makes sense if the parameter contains SIP URI.

–           UserPartOfSipUri: only user part of SIP URI will take into account (e.g.  sip:support@luware.com  => support). Makes only sence if parameter contains SIP URI.

–           Custom: user is able to set his own regular expression with the group.


DbBaseRoutingActivityLogic:Source               [Reserved for future use]


Will allow to query different sources (other Databases, Webservices, etc.).


The following exits are possible:

ExitDescription
NoRecognitionThe provided identifier was not found in the db or the returned category was not mapped.
Result1…20The provided identifier was found in the db and a valid category was returned.

Parameter Dependent Routing

The ‘Parameter Dependent Routing’ activity allows LUCS to make a routing/switching decision based on the values of a specific parameter.

The ‘Parameter Dependent Routing’ activity can be used along with ‘Current Queue Duration’ or  ‘Current Queue Position’ parameters.

Parameter Dependent Routing Element


The Parameter Dependent Routing workflow activity has the following properties:

Property NameDescriptionValues
ParameterDependentRouting ActivityLogic:Expression1-10The expression that compares the parameter value with the value set in the expression. The comparison options are <, >, <=, >=, =, !=– Comparison expression
ParameterDependentRouting ActivityLogic:ParameterThe parameter that provides the value to the parameter dependent routing workflow activity– Any existing in the system parameter chosen using dropdown
ParameterDependentRouting ActivityLogic:ParameterTypeThe type of the parameter value– Integer


– Time span

The Parameter Dependent Routing workflow activity has the following exits:

ExitsDescription
Exit1 – Exit10The exit mapped to the ParameterDependentRoutingActivityLogic:Expression
NoMatchThe parameter value does not match

DB Lookup to Parameter

The ‘DB Lookup to Parameter’ activity allows using a parameter for a DB Lookup and storing the returned result in another parameter. In this way, complex scenarios in a workflow can be handled in a flexibly. Parameters to lookup have to be configured in the ‘dbo.CustomerParameterLookup’ table.

DB Lookup to Parameter Element

Activity contains the following properties:

Property NameDescriptionValues
DbLookupActivityLogic:


Command

Allows defining of the request from external DB source. Returned values will be used for searching appropriate mapped categories.
DbLookupActivityLogic: CommandTimeoutTime limit of execution of Command from external DB source.
DbLookupgActivityLogic: ExternalDbSourceName of external DB.
DbLookupToParameterActivity Logic:ParameterAsSearchCriteriaParameter that will be used as search criterion. Result will be transferred to ‘ParameterToSaveResult’ parameter.
DbLookupToParameterActivityLogic: ParameterToSaveResultParameter where the result from lookup with ‘ParameterAsSearchCriteria’ will be saved. This parameter can be used in other activities that are placed after this one.
DbLookupToParameterActivityLogic: RegexA regular expression and a group are defining which part of the parameter is used for the DB lookup.


User has the following options:

–   Full: full parameter value will be used

–   SipUriWithoutParameters: only a part of SIP URI will be taken into account without additional parameters (e.g. ;opaque=app:voicemail). It only makes sense if a parameter contains SIP URI.

–   UserPartOfSipUri: only user part of SIP URI will be taken into account (e.g. sip:support@luware.com => support). It only makes sense if a parameter contains SIP URI.

–   Custom: user is able to set his own regular expression with the group.




The following exits are possible:

ExitDescription
NoResultThe provided value did not match any entry in the db.
OkThe provided value was found in the db and the return value will be stored in the configured parameter.

Collect Customer Information

The ‘Collect Customer Information’ activity allows customers to input (on a call via DTMF) any type of information, such as customer or a credit card number, which can be used in the upcoming activities as parameter in the workflow. In addition, this information can be stored in the DB for reporting purpose or to use in a CCTX/CRM-Integration.

Collect Customer Information

Activity contains the following properties:

Property NameDescriptionValues
AV Audio File(s) enabledThe system plays the specified audio file content if set to true.true / false
Barge In EnabledThe participant can respond without first having to listen to the playback of the entire prompt.true / false
DescriptionInformative description. Message will not be displayed to customer anywhere.text
AV Audio File(s)This audio file is played once the participant enters the activity. Value can be set in the following ways:


  • Use Workflow Resource: user has to select a wokflow resource existing in the system.
  • Specify Filename: user has to specify filename manually. The audio file has to be present in the announcement path of the ICH component.
  • Use Placeholders: user has to choose one placeholder configured in the system

For ‘Use Workflow Resource’ and ‘Specify Filename’ options user has to define a Culture language. The system will select the appropriate announcement to play according to the culture of the service. There can be up to one audio file per language.

filename

placeholder

IM PromptsMessage that will be sent to the participant after entering the activity.

Value can be set in the following ways:

  • Manually: user should type the message manually. In this case user has to select a culture. There can be up to one message per language.
  • Use Placeholders: user has to select this checkbox and then choose placeholders configured in the system from dropdown.

text

placeholder

AV TTS(s)Voice message that is played with TTS to a participant after entering the activity.


Value can be set in the following ways:

  • Manually: user should type the message manually. In this case user has to select a culture.  There can be up to one message per language.
  • Use Placeholders: user has to select this checkbox and then choose placeholders configured in the system from dropdown.

(info) If ‘MainPromptAudioFile’ value is set then ‘MainPromptTextToSpeech’ is not taken into account.

file

placeholder

Max. Number of DMTF DigitsDefines the maximum number of DTMF tone digits.  The collecting will be stopped once the defined maximum is reached (like # was pressed).number
Max. Waiting TimeTime during which the caller can respond/insert the requested information.00:00:30
Parameter to Save InputParameter that stores the input.
Save for Reporting

Property defines whether the value provided by the customer should be stored in DB.

(info) IsSensitive-Flag on parameter doesn’t prevent saving values into DB.

true / false
IM Enabled

If set to false, the system will not use this activity for instant messaging conversations.

true / false

AV TTS(s) EnabledThe system plays the specified audio file or text to speech content if set to true.true / false

The following exits are possible:

ExitDescription
OkThe participant entered an input within the defined timeframe.
TimedOutThe participant didn’t enter an input within the defined timeframe.

Check Parameter

The ‘Check Parameter’ activity checks whether a parameter matches a defined regex.

Check Parameter Activity Element


Activity contains the following properties:

Property NameDescriptionValues
CheckParameterActivityLogic:ParameterToCheckIncoming parameter that should be checked according to RegexPattern. Depending on result the Match or NoMatch exit is taken in workflow.
CheckParameterActivityLogic:RegexPatternRegular expression according to which the customer’s input parameter is checked.



The following exits are possible:

ExitDescription
MatchThe parameter value matches the provided regex.
NoMatchThe parameter value matches the provided regex.

Validate Belgian NRN

‘Validate Belgian NRN‘ activity validates the correctness of the customer’s Belgian Social Security number input that he made during the ‘Collect Customer Information’ activity.

Validate Belgian NRN Element

Activity contains the following properties:

Property NameDescriptionValues
ValidateBelgianNrnActivityLogic:


ParameterToCheck

Specifies the parameter which was configured in the ‘Collect Customer Information’ activity. The input of this parameter is validated by the rules of the ‘Validate Belgian NRN‘ activity.The name of the


parameter.

The following exits are possible:

ExitDescription
ValidExit for a valid Belgian NRN.
InvalidExit for an invalid Belgian NRN.
ErrorExit for an error case.

The ‘Validate Belgian NRN‘ activity is used after the ‘Collect Customer Information’ activity.


  • The Belgian Social Security number for audio-video calls is input using the dial pad.
  • The Belgian Social Security number for chats is input using the keyboard.

The application considers the following input as valid:

  • The correct input of an existing Belgian Social Security number and # for Audio-Video calls;
  • The correct input of an existing Belgian Social Security number without # for Chats.

Tips for interaction with "Collect Customer Information" Activity

  • When the ‘MaxCollectedDtmfDigits’ property of the ‘Collect Customer Information’ activity has the value = 11, the Belgian Social Security number validation starts Audio-Video calls immediately after the number input (without entering the #).

CanBargeIn-Specifics:

  • It is recommended to set ‘CanBargeIn’ property of the ‘Collect Customer Information’ activity to ‘true’, to make the customer able to start the entering of the Belgian Social Security number during the announcement.
  • When ‘CanBargeIn’ property of the ‘Collect Customer Information’ activity is ‘false’, the customer should enter the Belgian Social Security number only after the end of the announcement (when the customer makes the input during the announcement, the input will be considered as incorrect).

Preferred Agent Routing

The ‘Preferred Agent Routing’ activity allows analyzing a parameter of the participant and checking for the preferred agent(s) in the database. The result of the db query will be added to the task. The preferred agents have to be configured in the dbo.CustomerIdentifierPreferredAgent table.

Preferred Agent Routing Element

Activity contains the following properties:

Property NameDescriptionValues
PreferredAgentRoutingActivity: AgentIdentifierTypeResultType of returned Agent information. It can be set to the one of following values:


  • SipAddress.
  • SamAccountName.
  • SID.
  • LUCSAgentId.

PreferredAgentRoutingActivity: CommandAllows defining request from external DB source. Returned values will be used for verifying if such users exist in the current DB. Existing in the system users will be taken a PreferredAgents.


Information will be returned with AgentIdentifierTypeResult type.

Order can be requested in script as well.


PreferredAgentRoutingActivity: CommandTimeoutTime limit of execution of Command from external DB source.
PreferredAgentRoutingActivity: ExternalDbSourceName of external DB.
PreferredAgentRoutingActivity: ParameterAllows choosing parameter, which will be used as customer identifier for the db lookup.
PreferredAgentRoutingActivity: RegexA regular expression and a group are defining which part of the parameter is used for the DB lookup.


User has the following options:

  • Full: full parameter value will be used
  • SipUriWithoutParameters: only a part of SIP URI will be taken into account without additional parameters (e.g. ;opaque=app:voicemail). It only makes sense if parameter contains SIP URI.
  • UserPartOfSipUri: only user part of SIP URI will be taken into account (e.g. sip:support@luware.com => support). It only makes sense if parameter contains SIP URI.
  • Custom: user is able to set his own regular expression with the group.

PreferredAgentRoutingActivity: Source[Reserved for future use]


Will allow querying different sources (other Databases, Webservices, etc.)

Transferor Preferred Agent Routing

‘Transferor Preferred Agent’ activity takes the content of the SIP transferor header, which is stored in the Parameter  ‘TransferorSipUri’,  and searches for the preferred agent(s) in the database. The preferred agents have to be configured in the dbo.CustomerIdentifierPreferredAgent table.

Transferor Preferred Agent Element


Property NameDescription
 



TransferorPreferredAgentRoutingActivity: AgentIdentifierTypeResult

Type of returned Agent information. It can be set to the one of following values:


  • SipAddress.
  • SamAccountName.
  • SID.
  • LUCSAgentId.
 


TransferorPreferredAgentRoutingActivity: Command

Allows defining request from external DB source. Returned values will be used for verifying if such users exist in the current DB. Existing in the system users will be taken a PreferredAgents.


Information will be returned with  AgentIdentifierTypeResult  type.

Order can be requested in script as well.

 


TransferorPreferredAgentRoutingActivity: CommandTimeout

Time limit of execution of Command from external DB source.
 


TransferorPreferredAgentRoutingActivity: ExternalDbSource

Name of external DB.

Handled Activity

‘Handled’ activity marks service conversation as handled (e.g. once the participant left a voicemail). In this way the session is specially treated for reporting purpose and not marked as lost in the reporting.

Handled Activity Element

The activity does not have any properties to configure.

Emergency

The ‘Emergency’ activity allows you to use the emergency feature for a service and playing/sending a predefined announcement/text at a specific position in the workflow. Emergency cases can be enabled via the LUCS Configurator or via the LUCS-Frontend by a supervisor or administrator.

To enable this activity, the following prerequisites have to be done:

  1. An emergency case has to be configured. (LC: Services / Emergency Case , Frontend: Service Dimension Widget)
  2. Emergency case has to be activated. (LC: Services / Services, Frontend: Service Dimenstion Widget)
  3. The announcement / statement has to be available for the service culture


Check Emergency Case Element

Activity contains the following properties:

Property NameDescriptionValues
DisconnectCall:DescriptionInformative description. Message will not be displayed to customer anywhere.
DisconnectCall:Enabeld[Deprecated]true / false
InstantMessagingEmergencyStatement:DescriptionInformative Description. Message will not be displayed to customer anywhere.
InstantMessagingEmergencyStatement:EnabledAllows to enable or disable emergency statement for IM conversation.true / false
SpeechEmergencyStatement:DescriptionInformative Description. Message will not be displayed to customer anywhere.
SpeechEmergencyStatement:EnabledAllows to enable or disable emergency statement for audio\video calls.true / false

Set Preferred Agent

Allows to define a preferred Agent as hard-coded part of the workflow. Multiple Agents may be defined as preferred.

Set preferred Agent Element

To use this with the Check Contact Presence activity, the fields of each "Set Preferred Agent"  element have to be defined.


Property NameDescription

Preferred Agent

SIP address or UPN of an agent.

The ‘Preferred Agent’ value can be specified in three ways:

  • Value: set SIP or UPN, or phone number of the destination manually.
  • Parameter: select one of the existing parameters in the system.
    (info) The value of this parameter has to be a phone number or SIP address.
  • Placeholder: to choose placeholders. See → Workflow Resources and Dependencies

Order Number

The agent will be added to the preferred agent list according to the order number.

By default is set to 0.

The ‘Order Number’ value can be specified in three ways:

  • Value: user has to set manually number.
  • Parameter: user has to select one of the existing parameters in the system. Value of this parameter has to be a number.
  • Placeholder: user has to choose placeholders configured in the system.

Clean List before adding

If set to true, the preferred agent list before adding a new agent is cleared.

(warning) Note that this will clear previous entries which could've been added from external workflows.

Check Emergency Case Status

The ‘Check Emergency Case Status’ activity was implemented to extend the Emergency functionality. It allows users to define which action should be taken in case of an enabled or disabled emergency case. 
(warning) Works in conjunction with an  "Emergency Case" activity. This is merely a check activity and does not set or replace the "Emergency Case" activity itself.
(lightbulb) Tip: To play a special announcement when the Emergency Case is found to be true, add an "Annoucement" step at the "Activated" exit.

To enable this activity, the following prerequisites have to be done:

  1. An emergency case has to be configured. (LC: Services / Emergency Case , Frontend: Service Dimension Widget)
  2. Enable Emeregency Routing flag has to be configured. (LC: Services / Emergency Case , Frontend: Service Dimension Widget)

Check Emergency Case Status Element

The following exits are possible:

ExitDescription
DefaultTake the exit when no other exists are configured
ActivatedTake the exit when the emergency case is active and ‘EnableEmergencyRouting’ is false for the EmergencyCase.
ActivatedAndEmergencyRoutingEnabledTake the exit when the emergency case is active and ‘EnableEmergencyRouting’ is true for the EmergencyCase.
DeactivatedTake the exit if emergency case is not active (not set or [EmergencyValidUntil] on ContactObject is elapsed).

Conversation Recording

The ‘Conversation Recording’ activity allows the customer to leave a message for the service. This works for IM’s and Calls. You will need to configure a UM Mailbox to store the messages in, you can configure that in LUCS Configurator.

To use this activity, the following prerequisites have to be done:

  1. CR component is installed, configured and running (LC: Topology/Components)
  2. (Opt.) Mailbox is configured (LC: Topology/Credentials)
  3. Recording definition is configured (LC: Services / Recording)
  4. Recording definition is assigned to the service (LC: Services / Services)

Conversation Recording Element

Activity contains the following properties:

Property NameDescriptionValues
ConversationRecordingActivity:Enabled        Allows to enable or disable the activity.true / false
ConversationRecordingActivity:IMEnabledAllows to enable or disable IM recording.true / false
ConversationRecordingActivity:MaxTimeMaximum time the system allows customer to record his message.00:01:00
ConversationRecordingActivity:PlaySignalToneIf enabled, a signal indicates when caller should start talking to record his message in the call scenario.true / false
ConversationRecordingActivity:SttEnabled[Reserved for future use]


Will enable Speech-To-Text feature.

true / false
ConversationRecordingActivity:VoiceEnabledAllows to enable or disable voice recording.true / false

Standby Duty

‘Standby Duty’ activity will try to find and connect participants with an agent on his external device. This for example can be necessary outside the opening hours for dedicated services.

For a successful connection, the agent has to accept an av call and will then have to accept the connection with the participant by pressing a DTMF tone. During this process, the participant will hear waiting music. Depending on the configuration and the success, the activity will take the corresponding exit. In addition, there is an optional feature to send notification / clearing messages to the agents.

To use this activity, the following prerequisites have to be done:

  1. CI component is installed, configured and running (LC: Topology/Components)
  2. Opening hours box is configured (LC: Topology/Credentials)
  3. Calendar entry
  • The category matches the configured ‘StandByDutyCategoryName’
  • The invited agents can be found in the local contact list of the mailbox
  • The mobile and chat (matches the agents sip address) property is set for the agents

CI will check the calendar entry and will return all participants who will have a mobile number and a sip address (chat field) which can be found in the list of agents.

  • If the sip address of the contact cannot be found in list of agents, the participant will not be used as standby duty option.
  • If there are more than one agent returned by CI, the system will try to reach them according to the order of the calendar participant list.


Standby Duty Element

Property Name

Description

Values

AV Audio File(s) EnabledEnable to play an announcement (file needs to be specified) to the Agent prior to connecting the customer.true/false

AV Audio File(s)

Select an audio file with a prerecorded announcement to play for an agent. It usually informs him about the waiting customer and tells him which number to press to accept the call.
The value can be set in the following ways:

  • Use Workflow Resource: a user has to select a workflow resource existing in the system.
  • Specify Filename: a user has to specify a filename manually. The audio file has to be present in the announcement path of the ICH component.
  • Use Placeholders: a user has to choose one placeholder configured in the system
    For "Use Workflow Resource" and "Specify Filename" options a user has to define a Culture language. The system will select the appropriate announcement to play according to the culture of the service. There can be up to one audio file per language.
  • Placeholder
  • Wma file
AV TTS EnabledThe system plays the specified audio file or text to speech content if set to true.true / false

AV TTS(s)

Type text to play by TTS for an agent. If "AV Audio File(s)" value is set, then "AV TTS(s) " is not used.

  • Placeholder
  • Text (language dependent)

We have a customer on line. Please press one to be connected.

StandbyDutyActivity:CancelAgentRequest-true/false

Confirmation DTMF Digit(s)

Define the number the agent has to press in order to be connected with the waiting customer. This should prevent the customer call from ending on a voicemail.

  • Placeholder
  • 1;2;3...

StandbyDutyActivity:Location

Deprecated

-

Max. Time to Confirm via DTMF 

Time allowed to confirm the switch case via DTMF
  • Placeholder
  • Time format 00:00:05

Waiting Music 

Select a "music on hold" list to define which music should be played while the call is on hold.
Note: The combobox is empty if no lists are configured on MusicOnHold tab. The system will then play the files in MusicOnHold-Folder of ICH.

  • Placeholder

Retry Limit

Define how many times the system should try to reach the agent(s).

  • Placeholder
  • 3

RONA Timeout

Define how long the call should ring at the agent"s phone before it will be taken back and distributed to another standby duty agent.

  • Placeholder
  • Time format 00:00:20

Send Clearing Message on Success

Once the standby duty case was accepted by an agent, this option either informs the agents who missed/didn"t accept it, or shows a notification that it has been solved by somebody else.

true / false

Notification Message Enabled

Allows to switch off the notification if an anonymous caller was trying to reach the service/standby duty agent.

true / false

Notification Message if Anonymous Enabled

Defines the moment when the notification defined in the "StandbyDutyNotification" property should be sent:

  • None : No notification is sent
  • OnConnected : Send the notification to an agent when he picks up call and enters correct DTMF tone. In the notification he sees, for example, the phone number of the participant and other useful information.
  • OnTry : Send the notification to agents after the system couldn"t connect them successfully (timeout/wrong DTMF/ignoring the call)
  • OnTryAndConnect : All agents receive the notification, no matter if they picked up or not.

None
OnConnected
OnTry
OnTryAndConnect

Notification Message

Select a notification template configured on Standby Duty Notifications tab. The template defines the content of the notification e-mail/sms (via SMS Gateway of the company)


The following exits are possible:

Exit

Description

NoStandbyDutyAppointment

The system couldn"t find any appointment or an appointment with the right category in the calendar.

SystemFailure

The system encounters an unexpected problem, such as:

  • CI not available
  • Lync/SfB issues to reach the agents

NoAgentAnswered

No agent accepted the standby duty case.

ErrorInConfiguration

No standby duty agents received from CI

Connected

An agent accepted the standby duty case.

Save Parameters to DB

‘Save Parameters to DB’ activity saves parameters collected during a call (e.g. "CollectCustomerInformation" Element) to the database so that the collected data can be used for further processes.

Save Parameters to DB Element


Activity contains the following properties:

Property NameDescriptionValues
SaveParameterToDbActivitylogic:ParameterNamesAllows to define which parameter(s) will be stored in DB when the activity is performed (ParameterId, SessionId, ParameterValue). In WF it is recommended to use in combination with ‘Collect Customer Information’ activity.


If a ‘non-system’ parameter is set and ‘Collect Customer Information’ activity isn’t present, the default value of parameter will be registered in DB.


 



System or Customer parameter

The following exits are possible:

ExitDescription
OKThe provided parameter(s) will be stored in the DB.
ErrorExit for an error case.

Send Agent Request

The ‘Send Agent Request ‘ activity send a request to start trying to reach an available agent. A request gets solved when an agent is reserved for this task. The caller / chat participant will be connected to the agent.

Send Agent Request Element

Activity contains the following properties:

Property NameDescriptionValues
SendAgentRequestActivityLogic:RonaTimeout

The amount of time the agent has to accept a conversation. If he missed/declined or did not accept the conversation, his Lync / SfB state is set to RONA. The RonaTries will be increased by 1 and the system tries to find another agent, until the MaxWaitTime or MaxRonaTries is reached.

By default Skype for Business automatically accepts chats after a certain time. In this case, RONA state not be reached and no rerouting to other agents occurs. We therefore recommend using values not higher 00:00:25

00:00:15

Cancel Agent Request

The ‘Cancel Agent Request’ activity cancels an agent request, so the call is no longer sent to agents.

Cancel Agent Request Element

The activity contains the following properties:

Property NameDescription
Hard Cancel
  • Hard cancel = false: (Default) The system waits until pending agent request times out before canceling the request.
  • Hard cancel = true: An agent request is canceled immediately even if it is currently ringing at an agent.

(lightbulb) In previous versions the ‘Cancel Agent request’ element always waited until pending agent request times out before canceling the request. When ringing an agent the call flows was hanging at the "cancel request" element. That caused silence periods (up to the value of RonaTimeout) where nothing happens because the call was currently ringing at an agent.

(info) Using this element will immediately cancel the request, but the Agent will still recieve RONA state after the defined period. 

Check Agent Request Status

The ‘Check Agent Request Status’ element checks the status of a current agent request so that a call can be routed according to the current situation.

Agent Request Status Element


Activity Properties


Property Name
DescriptionValues
CheckAgentRequestStatusActivity:MinimumRONACountThe number of attempts to reach selectable Agents. If an agent does not answer the conversation, RONA (Redirect on no answer) happens and the conversation is redistributed again.3
CheckAgentRequestStatusActivity:MinimumAgentRequestTimeMax time the participant has to wait in this activity to get connected to an agent.


Placeholder or number can be selected

00:03:00

Activity Exits

ExitDescription
NoLimitReachedThe exit is taken if  period of time defined in ‘CheckAgentRequestStatusActivity:MinimumAgentRequestTime’ property is  not expired.
LimitReachedThe exit is taken when  period of time defined in ‘CheckAgentRequestStatusActivity:MinimumAgentRequestTime’ property is  expired.

Check Contact Presence

The ‘Check Contact Presence’  activity checks the SfB presence state of a specific SIP-Endpoint/-Address. Based on this presence state, the conversation can take a specific route according to workflow configuration.

Check Contact Presence Element


Activity contains the following properties:


Property Name
DescriptionValues
CheckContactPresenceActivity:SipAddressSIP address or phone number of a contact  which state has to be checked.


‘SipAddress’ value can be specified in three ways:

  • Value: user has to set manually SIP or phone number of the destination.
  • Parameter: user has to select one of the existing parameters in the system. Value of this parameter has to be a phone number or SIP address.
  • Placeholder: user has to choose placeholders configured in the system.
Value


Parameter

Placeholder

 

The following exits are possible:

ExitDescription
AvailableThe contact has the presence state available or IdleOnline.
BusyThe contact has the presence state busy.
DnDThe contact has the presence state do not disturb.
AwayThe contact has the presence state away.
OfflineThe contact has the presence state offline.
NoneThe contact presence state is unknown or an error occured.

Play Music

The ‘Play Music’ activity gives customers more flexible tool to configure music on hold (MOH ). The activity allows to use Placeholders, Playlists, Workflow Resources or specify any audio file in ‘wma’ format.

Play Music Element


The activity contains the following properties:

Property Name

Description

Value

AV Audio File(s)

Select audio that the system should play to a customer.

  • Playlist
  • Placeholder
  • Workflow Resource (language dependent)
  • Wma File ((language dependent)

AV Enabled

Switch on the property to enable playing audio music.

  • Placeholder
  • true / false

Description

Add textual description of the activity.

Text

Duration

Define how long the system should play audio.

  • Placeholder
  • 00:00:40

IM Enabled

Switch on the property to enable sending text message to a customer.

  • Placeholder
  • true / false

IM Statement(s)

Define text message that the system should send to a customer.
The following formats are supported:

  • Placeholder
  • specify text 
  • Workflow Resource (language dependent)
AV shuffle playlist

Description: Shuffle Playlist, so users will hear different files on recall
Default: False

(info) Note: Shuffle means a different start in the playlist

  • true / false

(info) The activity does not have any exit.

Tag Origin Type and Origin Type Routing

Two related activities ‘Tag Origin Type‘ and ‘Origin Type Routing’. They allow handling of internal and external calls differently and route conversations according to their origin type.

The activities are used together and one  workflow structure  should include both activities following one by one:

Tag Origin Type -> Origin Type Routing

Tag Origin Type stores the selected value of the current session in DB.

Property NameDescriptionValues
TagOriginTypeActivityLogic: OriginTypeStores the selected value in the OriginTypeCustom field of the current session in DB (Sessions table)
  • PSTN
  • Federated
  • Internal

Origin Type Routing   routes conversations according to their origin type or custom.

Property NameDescriptionValues
OriginTypeRoutingActivityLogic: ConsiderOriginTypeCustomRoutes conversations according to their origin type. If value is ‘true’, the conversation is defined as custom origin type. If value is ‘false’, the real origin type is defined for the conversation.
  • True
  • False

The exits of the Origin Type Routing workflow activity:

ExitsDescription
PSTNFor calls defined as PSTN call (public switched telephone network)
FederatedVoiceFor calls defined as Federated Voice call (voice over IP between autonomous domains)
FederatedIMFor IM defined as Federated IM call ( IM over IP between autonomous domains)
InternalVoiceFor calls defined as Internal Voice call ( Lync voice call within one domain)
InternalIMFor IM defined as Internal IM call (Lync IM call within one domain)
ErrorIf ‘ConsiderOriginTypeCustom’ is set to true, but there is not OriginTypeCustom set
DefaultIf ‘ConsiderOriginTypeCustom’ is set to true, but the appropriate exit is not set

Anonymize Reporting Data

‘Anonymize Reporting Data’ activity anonymizes reporting data during a call. The system replaces [InitialSipFrom] on a session with a dummy identifier “sip:privacyAnonymized@domain.local” for task that are routed through the Anonymize Reporting Data activity. The activity does not affect special Conversation Context Parameters likeCallerSipUri, CallerTelNumber.

Anonymize Reporting Data Element


The The activity contains the following properties:

Property NameDescription
AnonymizeReportingDataActivityLogic:AnonymizeRecordingThe flag affect calls recorded by Verba.
If the flag is enabled, the system sets to all sip request and accept options the ‘x-luware-rec’ flag to 0

External Web Request Activity

Removed precondition

As of 3.4 no configuration of ICH is needed anymore to use the "Web Request" feature as now multiple web requests can be handled in one convenient page. Read the info below.

Starting with LUCS 3.4 "External Web Request" Workflow Element properties have moved away from Workflow Instances and into a central "Web Requests" page for central management and assignment to Organization Units.

Good to know:

  • Workflow Instances containing Web Requests from LUCS version 3.3 or older will have their web request properties automatically imported into this view.  The naming for these new requests will be "WI_<ImportedWorkflowInstancename>". Any used Service Parameters and other user-defined properties are imported over alongside.
  • Existing Web Request data entities appear as Pulldown the "External Web RequestWorkflow Elements within your Workflow Instances.
  • Starting with LUCS 3.4 you can also add Web Requests within External Web Request Trigger Sets

   

External Web Request Activity Element

The External Web Request Activity allows to create a POST/GET/PUT web-requests to an external system directly in the workflow.

  • Different Content Types supported: application/json, application/xml, etc.
  • Request content is defined based on a text field (completely flexible)
  • LUCS Parameters can be referenced with their value: ParamaterName.Value
  • Authentication: BasicAuthentication (Base64)
  • Response information is retrieved into LUCS parameter
  • Configuration of mapping rules to parse through multiple return-parameters in external Web-Requests and mapping them to internal LUCS parameter values for further handling.
  • Switch option with different case exits based on various return codes (Success, Info, Redirect, Client or Server Errors)


Take Survey

The ‘Take Survey’ activity provides a customer choice if a survey should be taken or not. Depending on a value that is set in this activity, a survey workflow will be played after the terminating of a call or will be  skipped.

Take Survey Element

The Take Survey workflow activity has the following property:

Property NameDescriptionValues
TakeSurveyActivityLogic:TakeSurveyAllows to enable or disable running of a survey workflow.


By default is set to ‘true’.

true/false

Probability Routing

‘Probability Routing’ activity allows to route to one of two exits with a certain probability. Depending  on the configured probability  Exit1 or Exit2 will be taken.

Probability Routing Element


The Probability Routing workflow activity has the following property:

Property NameDescriptionValues
ProbabilityRoutingActivityLogic:ProbabilityToTakeExit1Depending on the percentage workflow will take Exit1.%

Current Queue Position

‘Current Queue Position’ activity with ‘Announcement’ and ‘Initial Queue Position’ and ‘Current Queue Position’ system parameters together with the system can announce position in queue and call queuing is not frustrating for customers any more.

Current Queue Position Element

The Current Queue Position workflow activity has no properties.

Current queue is set to ‘0’ in the following cases:

  • If Workflow Structure does not contain ‘Send Agent Request’ activity
  • If AM component is not available
  • If there is no response from AM during pre-defined time

Your workflow Structure should contain activities that will handle cases mentioned above.

The Current Queue Position workflow activity has the following exits:

ExitsDescription
DefaultThe exit is always taken and leads to the next workflow activity.

Current Queue Duration

Waiting in a call center phone queue during busy periods might be stressful for customers, especially if they do not know how long they have to wait for an answer of a next available agent.

Providing callers with an accurate expectation how long they should wait in queues can put your service in a higher level. With the new release, LUCS brings new ‘CurrentQueueDuration’ parameter and ‘Current Queue Duration’ activity. This makes it possible to configure a workflow, which can inform callers about the estimated time they have to wait in the queue of the service they are calling to, so they can decide if they want to stay in the line, stop the call or leave a message.

‘CurrentQueueDuration’ activity can be used along with ‘Parameter Dependent Routing’ activity.

Current Queue Duration Element

The Current Queue Duration workflow activity has no properties.

The Current Queue Duration workflow activity has the following exits:

ExitsDescription
CalculatedThe exit is taken if the activity returns calculated estimation of the remaining queue time and stores it in the ‘CurrentQueueDuration’ system parameter. This parameter is overwritten every time when the activity is reached again.
Calculation FailedThe exist is taken in following cases: no available agents in the service, no metrics exists, average duration of calls is <= 0, all calls are lost in queue. For these cases, ‘CurrentQueueDuration’ parameter is set to 0.

Timeout

The timeout activity allows to define a silent period between announcements. The activity is available for inbound and survey workflows. If the timer is bigger than 0 , a timer will be started and call the bookmark after the time is over.

The time will be stopped if:

  • an agent is found and connected
  • the customer terminates the conversation
  • the defined time is over

Timeout Element

The activity contains the following properties:

Property NameDescription
TimeoutActivityLogic:TimeoutTimeout in Seconds. By default is set to 0.

Save to Parameter

The save to parameter activity allows to save a value for further use in a workflow.

Save to Parameter Element

The activity contains the following properties:

Property NameDescription
SaveToParameterActivity:ParameterToInputDropdown List with available “Non-System” paramaters. There are three options to define:
• Value
• Parameter that exists in the system
• Placeholder
SaveToParameterActivity:RegexUser is able to set his own regular expression to define which part of the “SaveToParamaterActivity:Value” is stored in the ParameterToInput.
SaveToParameterActivity:StoreInDatabaseBoolean property defines whether the value saved into “SaveToParamaterActivity” should be stored in DB.
SaveToParameterActivity:ValueSaveToParameterActivity:Value The value to be stored into the parameter .

Compare Parameter

The CompareParameter activity allows to allow the comparison of two parameters value, so the system can define which exit in a workflow to select.

(lightbulb) It is possible to compare system and custom parameters.

Compare Parameter Element

The activity contains the following properties:

Property NameDescription
CompareParameterActivity:ParameterCompareExpressionThe expression that compares the “ParameterToCompare” with the “ParameterToCompareWith” based on the value set in the expression.
Depending on result the Match, NoMatch or Error exit is taken in the workflow.
Paramater values are used as numbers if both parameter values (after regex appliance) contain only numerical values. The following logical operations are allowed: <, >, <=, >=, =, !=
Paramater values are used as string as long as one of the two parameters contain alphanumerical or other non-numerical values The following logical operations: =, !=
CompareParameterActivity:ParameterToCompareIncoming Parameter that should be compared with the “ParameterToCompareWith” according to RegexPattern. This parameter will be checked according to “ParameterToCompareRegexPattern”.
CompareParameterActivity:ParameterToCompareRegexPatternRegular expression according to which the “ParameterToCompare” is checked.
CompareParameterActivity:ParameterToCompareWithParameter which should be compared with the incoming “ParameterToCompare”. This parameter will be checked according to “ParameterToCompareWithRegexPattern”.

Get Agent Context

Get Caller Information Element

In case of a consultative transfer from Agent1 to Agent2 (or to Service2) and Agent2 wants to know more details, e.g. the link to the CRM ticket, the AgentSipUri, the Modality or other customer information the Get Agent Context activity allows to get such context information from all service conversations where Agent1 is involved and store it into parameters configured on the Service.

(info) The activity does not contain any properties.

More information: Transferring Context Information in Consultative Transfers

Set Task Priority

Set Task Priority Element

The Set Task Priority activity defines the chosen task priority independent from the priority defined in Service configuration. 
It keeps the chosen priority only for the current session and cleans it after transfer of the Service task.

(lightbulb) "Strict priority" tasks are always top priority and added in front of the queue.

The activity contains the following properties:

Property NameDescriptionValue
SetTaskPriorityActivity:PrioritySet specific task priority valid for this session.

StrictPriority: Tasks are always top priority and added in front of the queue.

7 Priority Levels: The prioritization in the queue is calculated according to the Weighted Round Robin procedure.

Nothing Else: Tasks are only dsitributed if no other customer is waiting in the queue.

Survey Question

(info) This element only appears in Survey workflows

Survey Question

Survey Question’ activity plays back a survey question and stores a customer’s answer for future use.

The activity contains the following properties:

Property Name

Description

Values

SurveyQuestionActivity: StoreAnswerToParameter

A parameter that stores the input.

Users defined parameter that exists in the system has to be selected.


SurveyQuestionActivity: WaitForAnswerTimeOut

Max time the system has to wait in this activity to get answer from a customer.

Placeholder or number has to be selected.

00:03:00

SurveyQuestionActivity: SurveyQuestion

A question the system plays immediately after the activity is reached. Survey Workflow Resource that exists in the system has to be selected.


The following exits are possible:

Exit

Description

Answer Given

The answer for the survey question is given.

No answer

WaitForAnswerTimeOut expired but the answer is not given.

Skip Question

The exit is taken if there’s no question defined for current culture or if a customer entered # .