Included Workflow Templates
Workflow Example 1 – SendAgentRequest – Voicemail
The caller will hear a welcome message followed by music whilst the call is queued for the next available team member. If no team member is available during the predefined waiting period, the caller is presented with an Interactive Voice Response (IVR) option to either continue waiting or leave a voicemail.
Placeholders:
- Announcements
- PlayMusic
- InputCustomer (IVR)
Workflow Example 2 – CheckWorkingHours – SendAgentRequest – Voicemail
If the call is outside of opening hours (i.e. Calendar Category – Closed or Calendar Category – Holiday ) the corresponding announcement will be played, after which the call will be directed to a voicemail.
Placeholders:
- Announcements
- PlayMusic
- BlindTransfer
Workflow Example 3 – IVR - VirtualTransfer
The caller is greeted with an interactive voice response (IVR). Depending on the caller choice, up to 3 virtual transfer targets may be selected. Targets for the transfer could be another workflow (e.g. another service team) or to a voicemail (e.g. when a service with no agents has been defined). This workflow has no timeout or other escape condition, so the caller has to make a choice or hang-up.
Placeholders:
- Input Customer
- VirtualTransfer
Workflow Example 4 – CheckWorkingHours - VirtualTransfer
The incoming call is routed based on the opening hours (managed with calendar feature). If a customer calls during the opening hours (e.g. Calendar Category – Open ) the call will be routed to another workflow by way of a virtual transfer. Should the call be outside of opening hours (i.e. Calendar Category – Closed or Calendar Category – Holiday ) the corresponding announcement will be played, after which the call will be directed to leave a voicemail.
Placeholders:
- Announcements
- PlayMusic
- VirtualTransfer
Workflow Example 5 - SendAgentRequest - VoiceMail
The caller will hear a welcome message followed by music whilst the call is queued to the next available team member. After the caller has been in the queue for a certain time, they will hear a comfort announcement. After the maximum waiting period has reached its limit, the call is directed to a voicemail.
Placeholders:
Possible elements which can be configured as a placeholder (via web interface):
- Announcements
- PlayMusic
Workflow Example 6 – CheckPresenceState - VirtualTransfer
The incoming call is routed using the Presence State of the associated team. If at least one team member is available, the caller will hear a welcome message followed by music whilst the call is queued for the next available team member. After the caller has been in the queue for a certain time, they will hear a comfort announcement. After the maximum waiting period has reached its limit, the call is directed to a voicemail.
If the team Presence Status is “Busy”, “Away” or “Offline”, the call will be routed to another workflow by way of a virtual transfer.
Placeholders:
- Announcements
Workflow Example 7 - Broadcast
The caller will hear a welcome message after which the call will ring out to all active and available team members. If no team members are available or the call cannot be answered, the call will be directed to voicemail.
Placeholders:
- Announcements
Workflow Example 8 - CheckPresenceState - BlindTransfer
The incoming call is routed using the Presence State of the associated service. If at least one team member is available, the caller will hear a welcome message followed by music whilst the call is queued for the next available team member. After the caller has been in the queue for a certain time, they will hear a comfort announcement. After the maximum waiting period has reached its limit, the call is directed to a voicemail.
If the service Presence Status is “Busy”, “Away” or “Offline”, a blind transfer will take place to a number off-net.
Placeholders:
- Announcements
- PlayMusic
Workflow Example 9 - CheckPresenceState - VirtualTransfer
The incoming call is routed using the Presence State of the associated team. If at least one team member is available, the caller will hear a welcome message followed by music whilst the call is queued for the next available team member. After the caller has been in the queue for a certain time, they will hear a comfort announcement. After the maximum waiting period has reached its limit, the call is directed to a voicemail.
If the team Presence Status is “Busy”, “Away” or “Offline”, the call will be routed to another workflow by way of a virtual transfer.
Placeholders:
- Announcements
- PlayMusic
- VirtualTransfer
- AgentRequest
- Voicemail
Workflow Example 10 - CheckPresenceState - VirtualTransfer - Overflow
The incoming call is routed using the Presence State of the associated team. If at least one team member is available, the caller will hear a welcome message followed by music whilst the call is queued for the next available team member. After the caller has been in the queue for a certain time, they will hear a comfort announcement. After the maximum waiting period has reached its limit, the caller will hear an announcement, and the call will be routed to another workflow by way of a virtual transfer.
If the team Presence Status is “Busy”, “Away” or “Offline”, the call will be routed to another workflow by way of a virtual transfer.
Placeholders:
- Announcements
- PlayMusic
- VirtualTransfer
- Agent Request
Workflow Example 11 - CWH - Queue - BlindTransfer
The incoming call is routed based on the opening hours (managed with calendar feature). If a customer calls during the opening hours (e.g. Calendar Category – Open ) they will hear a welcome message followed by music whilst the call is queued for the next available team member. After the caller has been in the queue for a certain time, they will hear a comfort announcement. After the maximum waiting period has reached its limit, the call is directed to a voicemail.
If the Calendar Category – Special is active, the caller will experience the same flow pattern with the exception that a blind transfer will take place to a number off-net after the maximum waiting period.
Should the call be outside of opening hours (i.e. Calendar Category – Closed or Calendar Category – Holiday ) the corresponding announcement will be played, after which the call will be blind transferred to a number off-net.
Placeholders:
- Announcements
- PlayMusic
- VirtualTransfer
- Agent Request
Workflow Example 12 - CWH - SendAgentRequest - Disconnect
The incoming call is routed based on the opening hours (managed with calendar feature). If a customer calls during the opening hours (e.g. Calendar Category – Open ) they will hear a welcome message followed by music whilst the call is queued for the next available team member. After the caller has been in the queue for a certain time, they will hear a comfort announcement. After the maximum waiting period has reached its limit, the call is disconnected.
If the Calendar Category – Special is active, the call will be blind transferred to a number off-net.
Should the call be outside of opening hours (i.e. Calendar Category – Closed or Calendar Category – Holiday ) the corresponding announcement will be played, after which the call will be disconnected.
Placeholders:
- Announcements
- PlayMusic
- AgentRequest
Workflow Example 13 - CWH - SendAgentRequest - TimedTansfer
The incoming call is routed based on the opening hours (managed with calendar feature). If a customer calls during the opening hours (e.g. Calendar Category – Open ) they will hear a welcome message (and potentially an optional added message) followed by music whilst the call is queued for the next available team member. After the caller has been in the queue for a certain time, they will hear a comfort announcement. After the maximum waiting period has reached its limit, the call is directed to a voicemail.
If the Calendar Category – Special is active, the caller will experience the same flow pattern with the exception that a blind transfer will take place to a number off-net after the maximum waiting period.
Should the call be outside of opening hours (i.e. Calendar Category – Closed or Calendar Category – Holiday ) the corresponding announcement will be played, after which the call will be blind transferred to a number off-net.
Placeholders:
- Announcements
- AgentRequest
- Voicemail
- BlindTransfer
Workflow Example 14 - IVR 5 - Choice - VirtualTransfer
The caller is greeted with an interactive voice response (IVR). Depending on the caller choice, up to 5 virtual transfer targets may be selected. Targets for the transfer could be another workflow (e.g. another service team) or to a voicemail (e.g. when a service with no agents has been defined). This workflow has no timeout or other escape condition, so the caller has to make a choice or hang-up.
Placeholders:
- Input Customer
- VirtualTransfer
Workflow Example 15 - SendAgentRequest - BlindTransfer - WMA
The caller will hear a welcome message followed by music whilst the call is queued for an available team member. After the caller has been in the queue for a certain time, they will hear a comfort announcement. After the maximum waiting period has reached its limit, the caller will hear an announcement after which the call will be blind transferred to a number off-net.
Placeholders:
- Announcements
- AgentRequest
Workflow Example 16 - SendAgentRequest - IVR - Voicemail
The caller will hear a welcome message followed by music whilst the call is queued for the next available team member. After the caller has been in the queue for a certain time, they will hear a comfort announcement. After the maximum waiting period has reached its limit, the call is directed to an IVR. The caller is given the option to continue waiting for the next available team member or to leave a voicemail.
Placeholders:
- Announcements
- PlayMusic
- InputCustomer
- VirtualTransfer
Workflow Example 17 - SendAgentRequest - Wait - Disconnect
The caller will hear a welcome message followed by music whilst the call is queued for the next available team member. After the caller has been in the queue for a certain time, they will hear a comfort announcement. After the maximum waiting period has reached its limit, the caller will hear an announcement and the call will be disconnected.
Placeholders:
No placeholders available
Related Topics