Before starting with workflow customization we highly recommend that you Manage Workflow Resources first.

Although workflows come pre-assigned to teams during Installation and Setup, a change of your workflows can be done by tenant admins for services under their respective tenant (organization unit) at any time.

Scenarios for switching your workflows could be: 

  • Adapt to new circumstances in your call situation, e.g. a higher or lower load
  • Reflect special working hours, emergency cases or holidays
  • Re-use the same workflow but with different resource-variants assigned, such as a locale-specific IVR and greetings
  • Keep calls away from certain teams by rerouting to other fallback services or voicemail

Switch Workflow

Potential disruption of services - Workflows and Opening Hours

Stratus default workflows are configured to work "Out of the Box". However, user-triggered workflow changes during daily operation can still be highly disruptive to your services, as changes to a workflow are immediately applied to all new incoming calls.

In addition, certain Included Workflow Templates may contain steps that directly relate to your Opening Hours calendar, which in turn impacts your service hours and outwards facing service presence status. 

→ We recommend testing new workflows in a safe environment first - preferably outside of your normal working hours. 
→ When switching workflows mid-operation, do so at a set time and / or instruct your team about this to avoid confusion.

  1. To switch and assign a new workflow to a team, head to "Activated Teams" , select your team and locate the "Workflow Instancefrom the drop down list.

    Workflow instance selection
  2. Either select a new Workflow or inspect it first, using the eye icon 
  3. To save your choice, click "Save" or "Discard" your choice to revert back 
    → Changes to the workflow will be immediately reflected. Next incoming calls to that service will be handled with this workflow.

Inspect / Edit Workflow Parameters and Placeholders

Workflows contain Placeholders that either use user defined values (e.g. a transfer target, SIP address, telephone number) or resources.

(lightbulb) Both tenant and team admins can adapt placeholders. However, only tenant administrators can switch to a different workflow

Video Tutorial

Here's a short video explaining placeholders:


To inspect a workflow and edit it's placeholders....

  1. Within the "Sidebar" > "Activated Teams" > Your Team Name > "Workflow Instance" > Click the "Eye" Icon
    → The Workflow viewer is opened
  2. Zoom and move the view by using the left click on the blank areas or by using the controls found on the left side of the page. You can also use the mouse wheel to zoom.
    (lightbulb)  Accidentally moving an item will have no effect as you cannot overwrite the workflow structure here. The order is restored when you reopen the viewer.
  3. You can click on any step to inspect its parameters
    (warning) Note that workflows come pre-defined, even for tenant admins. If you need a custom workflow instance, get in contact with us.

    Workflow step attribute view
  4. Note that steps that use workflow resources or directly editable parameters are marked with a star  icon.
    1. You can also hover your mouse over the placeholders entries at the bottom to see where they are used
      → Entries which are using placeholders will be highlighted while other entries which are not using placeholders will be dimmed out.
    2. Within the steps attributes you will find the star  icon once more indicating where the placeholder value is set.

      Hover your mouse over the Workflow placeholders to show their values

  5. Change a placeholder in any step as needed:

    1. For resources, use the drop down menu

    2. For field values, enter values in context of the placeholder (e.g. a transfer target can be a SIP address)
      → Upon any changes made, the bottom of the page will display "Save" and "Discard" icons to signify unsaved changes.

  6. Click on "Save" to save your changes.
    (warning) Any saved changes to placeholders in your workflow are immediately reflected and will be used with the next incoming call.