Workflow Structure - Lean Unified Workflow Elements

This functionality is currently only available for TM Configurator . You can reach the functionality described below via the "Workflow" Tab > Workflow Structure

Announcement

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

The conversation has to be accepted 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 tab: Language defined for a service

The activity contains the following properties:

Property Name	Description	Value
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) Enabled	The system plays the specified audio file content if set to true.	true / false
AV Description	Informative 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) Enabled	The system plays the specified audio file or text to speech content if set to true.	true / false
DisconnectCall:Description	[Deprecated]	-
DisconnectCall:Enabeld	[Deprecated]	-
IM Description	Informative 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]	-
IsDataTrackingEnabeld	Reserved for future use.	-

Check Working Hours

The "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", "Special" etc. and can act depending on them. For example, calls/chats can be sent to voicemail or transferred.
To use this activity, the following prerequisites have to be done:

CI component is installed, configured and running (LC: Topology/Components)
Opening hours box is configured (LC: Topology/Credentials)
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, a 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)

.
The activity contains the following properties:

Property Name	Description	Values
Account URI	Allowed to request a Mailbox different from configured in service call.	Email address

The following exits are possible:

Exit	Description	Order
CheckingFailure	The opening hours couldn"t be checked due to an error. For example, there was not an opening hours box specified for the service or the CI component cannot be reached.	-
Closed	The service opening hours box returned closed.	1
Open	The service opening hours box returned open.	2
FlexibleTime	The service opening hours box returned flexible time.	3
PreHoliday	The service opening hours box returned pre holiday.	4
InternationalHoliday	The service opening hours box returned international holiday.	5
NationalHoliday	The service opening hours box returned national holiday.	6
LocalHoliday	The service opening hours box returned local holiday.	7
Special1	The service opening hours box returned special1.	8
Special2	The service opening hours box returned special2.	9
Special3	The service opening hours box returned special3.	10
Special4	The service opening hours box returned special4.	11

Check Presence State

The "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.

Property Name	Description	Values
No properties can be specified.

The following exits are possible:

Exit	Description
Available	The service has the presence state available. If the default settings are used, at least one agent is selectable in the first distribution profile.
Busy	The 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)
Away	The service has the presence state away. If the default settings are used, no agents are signed for this service.
Offline	The service has the presence state offline.

Check Service State

The "Check Service State" workflow activity makes the conversation routing decision based on the internal service state configured on TM Configurator -> Team tab.

Property Name	Description	Values
No properties can be specified.

The following exits are possible:

Exit	Description
Direct Selectable	Is chosen when at least one agent is selectable
In Time Selectable	Is chosen when all agents are busy or away
No One Available	Is chosen when all agents are offline

Check Modality Type

The "Check Modality Type" activity makes a decision of the conversations initial modality. Initial modalities can be chat/IM or audio. Based on the conversation type the conversation can take a specific route according to the workflow configuration.

Property Name	Description	Values
No properties can be specified.

The following exits are possible:

Exit	Description
InstantMessaging	The participant connected initially by chat.
AudioVideoCall	The participant connected initially by voice or video.
Unkown	The modality couldn"t be determined.

Ask for Agent

The "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.

Send Agent Request

The "Send Agent Request " activity starts sending a request 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.

The activity contains the following properties:

Property Name	Description	Values
RONA Timeout	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.	00:00:15

Check Agent Request Status

The "Check Agent Request Status" checks in a Workflow a current agent request status so that a call can be routed according to the current situation.

The activity contains the following properties:

Property Name

Description

Values

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.

3

Time Limit

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

Placeholder or number can be selected

00:03:00

The following exits are possible:

Exit	Description
NoLimitReached	The exit is taken if period of time defined in "CheckAgentRequestStatusActivity:MinimumAgentRequestTime" property is not expired.
LimitReached	The exit is taken when period of time defined in "CheckAgentRequestStatusActivity:MinimumAgentRequestTime" property is expired.

Cancel Agent Request

The "Cancel Agent Request" activity cancels in a Workflow agents" request, so a call is not sent to agents any more.

The activity contains the following properties:

Property Name

Description

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.

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.

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

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.

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 Note: Shuffle means a different start in the playlist	true / false

The activity does not have any exit.

Tag Origin Type and Origin Type Routing

The "Tag Origin Type" and "Origin Type Routing" activities allow to handle 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 Name	Description	Values
Origin Type	Stores 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 Name	Description	Values
Consider Customer Origin Type	Routes 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:

Exits	Description
PSTN	For calls defined as PSTN call (public switched telephone network)
FederatedVoice	For calls defined as Federated Voice call (voice over IP between autonomous domains)
FederatedIM	For IM defined as Federated IM call ( IM over IP between autonomous domains)
InternalVoice	For calls defined as Internal Voice call ( Lync voice call within one domain)
InternalIM	For IM defined as Internal IM call (Lync IM call within one domain)
Error	If "ConsiderOriginTypeCustom" is set to true, but there is no OriginTypeCustom set
Default	If "ConsiderOriginTypeCustom" is set to true, but the appropriate exit is not set

Anonymize Reporting Data

To Support the new General Data Protection Regulation (GDPR) LUCS provides a new activity that anonymize 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.

Property Name	Description
Anonymization Enabled	The 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

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 (4.2.6) is used.

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 1^st 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 1^st 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 Enabled	The 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 2^nd 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) Enabled	The 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 2^nd 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 2^st 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 1^st / 2^nd 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 a customer to make an input (DTMF tones/Speech-To-Text in call scenario; a chat message in IM scenario) and take different paths in the WF. 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.

The activity contains the following properties:

Property Name	Description	Values
AV Audio File(s) Enabled	The 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 2^nd 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 1^st time (2^nd 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 1^st 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 Enabled	The 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.

Origin Routing

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

Property Name	Description	Values
Regex to Map Exit 1..20	Allows to set a pattern (Regular Expression) for analyzing incoming participants SIP FROM header. Depending on a match on the pattern the call will take the corresponding exit. A user is able to set 20 patterns maximum and therefore use 20 different exits

The following exits are possible:

Exit	Description
None	None of the provided input matched.
Pattern1…20	The provided pattern matched.

Routing via CSV Files

With the origin routing activity you can also do a routing based on CSV files (containing for example numbers you want to "route" differently").

To use this possibility:

This procedure requires access to your TM installation directory.

Prepare one or multiple CSV file(s) with either SIP-addresses or telephone numbers in E.164 format.
Entries may be separated in extra lines used to improve readability. Semicolon ";" is supported as separator.
Place CSV-files in the "Resources" subfolder within the installation directory of your ICH component
Place the filename (no quotes) in the "Regex to Map Exit" within your step exit,
Repeat for other step exits with further CSV files as required.

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 distinctions.

The activity contains the following properties:

Property Name	Description	Values
Regex to Map Exit 1..20	Allows to set a pattern (Regular Expression) for analyzing the incoming of the first SIP VIA header. Depending on a match on the pattern the call will take the corresponding exit. A user is able to set 20 patterns maximum and therefore use 20 different exits.

The following exits are possible:

Exit	Description
None	None of the provided input matched.
Pattern1…20	The provided pattern matched.

Handled

The "Handled" activity marks service conversation as handled (e.g. once the participant left a voicemail). In this way the session is not marked as lost in the reporting.

Property Name	Description	Values
No properties to be defined.

Conversation Recording

The "Conversation Recording" activity allows the customer to leave a message for the service. This works for IM and Calls. The configuration of necessary mailbox can be done in LC.
To use this activity, the following prerequisites have to be done:

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

The activity contains the following properties:

Property Name	Description	Values
Enabled	Allows to enable or disable the activity.	Placeholder true / false
IM Enabled	Allows to enable or disable IM recording.	Placeholder true / false
Time Limit	The maximum time the system allows a customer to record his message.	Placeholder Time format 00:01:00
Play Signal Tone	If enabled, a signal indicates when a caller should start talking to record his message in the call scenario.	Placeholder true / false
ConversationRecordingActivity:SttEnabled	[Reserved for future use] Will enable Speech-To-Text feature.	Placeholder true / false
AV Enabled	Allows to enable or disable voice recording.	Placeholder true / false

Standby Duty

The "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 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:

CI component is installed, configured and running (LC: Topology/Components)
Opening hours box is configured (LC: Topology/Credentials)
Calendar entry
1. The category matches the configured "StandByDutyCategoryName"
2. The invited agents can be found in the local contact list of the mailbox
3. 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.

Property Name	Description	Values
AV Audio File(s) Enabled	Enable 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(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)
AV TTS Enabled	The system plays the specified audio file or text to speech content if set to true.	true / false

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.

Current Queue Position

The "Current Queue Position" activity together with "Announcement" activity and "Initial Queue Position" and "Current Queue Position" system parameters allow to announce position in queue so call queuing is not frustrating for customers any more.

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

Please note: Workflow Structure should contain activity that will handle cases mentioned above.
The Current Queue Position workflow activity has the following exits:

Exits	Description
Default	The exit is always taken and leads to the next workflow activity.

Broadcast

The "Broadcast" activity allows to deliver a service call to configured amount of agents at the same time, which reduces waiting time for a customer.

The activity contains the following properties:

Property Name	Description
Max. Concurrent Target(s)	Number of agents that receive a call at the same time
Max. Wait Time	Max time the participant has to wait in this activity to get connected to an agent.
Selection Algorithm	The algorithm that the system uses to select an agent: LyncOnline: All agents who are Online (In every lync state except offline, unknown and dnd) LucsSelectable: All agents who are LucsSelectable
Waiting Music	Defines a music that will be played when the participant waits in the activity. If the field is set, the broadcast will always play the specified file. If it"s not specified, nothing is played.

The following exits are possible:

Exit	Description
NoTargets	No available agents are found.
Connected	The participant was connected successfully to an agent.
ConnectionFailure	The participant wasn"t connected to an agent. The reasons can be: Maximum wait time was reached Maximum number of RONAs was reached

Timeout

Timeout activity allows to define a silent period between announcments. 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
defined time is over

The activity contains the following properrty:

Property Name	Description
Timeout	Timeout in Seconds. By default is set to 0.

Check Contact Presence

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

The activity contains the following properties:

Property Name

Description

Values

Sip URI

SIP 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:

Exit	Description
Available	The contact has the presence state available or IdleOnline.
Busy	The contact has the presence state busy.
DnD	The contact has the presence state do not disturb.
Away	The contact has the presence state away.
Offline	The contact has the presence state offline.
None	The contact presence state is unknown or an error occured.