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

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 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