Goal: Reduce overall workflow instances needed with OU-specific placeholders.
Complexity: Medium
Preconditions:

  • Workflow Structure defined
  • At least Workflow are defined per Team

Related Chapters:  

  • Workflow Elements that use this feature:
    • Announcement
    • Connect
    • Input Customer
    • Standby Duty

Preparation: Configure Boolean Placeholders

#WHEREUSER ACTIONRESULTS / SYSTEM REACTION
1TM Configurator > Workflow > Placeholders

Create two placeholders of Type "Boolean"

  • One for "Boolean_Audio"
  • One for "Boolean_TTS"

Example:

(info) Ensure that the placeholders are assigned to the correct Organization Unit to be available to those services same as their Workflows.

New Boolean placeholders are created
2TM Configurator
Workflow Tab > Workflow Structure

Locate the workflow structures to be used by your services

(lightbulb) You can use workflows with any of the following activities inside those structures

  • Announcement
  • Connect
  • Input Customer
  • Standby Duty

3TM Configurator
Workflow Tab > Workflow Instance

Locate the workflow instance to be used by your services

Assign the new placeholders "Boolean_Audio" and "Boolean_TTS" within the instance.

New placeholders for Audio and TTS
Individual placeholders for the future common WF instance are defined
4TM Frontend > Activated Teams Page > Service Details Tab

Assign the new workflow instance to your service. Within the "placeholders" section you can now individually configure these placeholders per service.

(info) → Read the "Usage Scenarios" below to learn how these toggles behave.

Repeat as needed for other services which need to dynamically switch between TTS and Audio announcements. When your instances between services are identical (based on the same Workflow Structure) you can now reduce the total instances down to 1, using the new boolean placeholders.


Be careful when changing all your productive workflow instances in this fashion. Fewer workflow instances also mean greater impact when changing the source workflow. When uncertain about impacts of this change, create a new workflow instance first, then "gradually" switch your services to this new consolidated placeholder method. 

Also note that when using the same placeholder (e.g. just one boolean for multiple properties) the preceding property behavior will be different on per-case basis. → Read the "Usage Scenarios" below to learn more.

Individual placeholders per service are assigned in their respective 

For simplicity in these scenarios we are just using 2 services "Service A" and "Service B". You can of course expand this example to as many services as you like. 

(tick) All cases below require you to have the placeholders defined as described in "Preparation" above. You also need to have Dependencies defined as needed (e.g. Audio Files).

Usage Scenario 1: Individual Placeholders for 2 Services

#WHEREUSER ACTIONRESULTS / SYSTEM REACTION
1TM Configurator
> Workflow Tab 

Define Service A and Service B to use the same instance with 2 individual placeholders for AV Audio Files and AV TTS. 

Announcement PropertyService AService B
AV Audio FileDefinedDefined
AV Audio File(s) Enabled

Boolean: (tick)

Boolean: (error)
AV TTS(s) DefinedDefined
AV TTS(s) Enabled

Boolean: (tick)

Boolean: (error)
Workflow settings and individual placeholders for each service are defined
2Call Services A and B

Expected Result: 

  • Service A plays the Audio File during the Announcement as it takes precedence over TTS
  • Service B skips the Announcement as both Boolean placeholders are set to false.
Workflow continues after the announcement step as defined.

Usage Scenario 2: Undefined Resource fallback

#WHEREUSER ACTIONRESULTS / SYSTEM REACTION
1TM Configurator
>   Workflow Tab 

Define Service A and Service B to use the same instance with 2 individual placeholders for AV Audio Files and AV TTS. 

Announcement PropertyService AService B
AV Audio FileUndefinedDefined
AV Audio File(s) Enabled

Boolean: (tick)

Boolean: (tick)
AV TTS(s) DefinedDefined
AV TTS(s) Enabled

Boolean: (tick)

Boolean: (tick)
Workflow settings and individual placeholders for each service are defined
2Call Services A and B

Expected Result: 

  • Service A plays the Welcome Text (TTS) during the announcement as the Audio file is not defined
  • Service B plays the Audio file during the announcement, the TTS will not be used
Workflow continues after the announcement step as defined.


UCIDUC  TeamManager Application 041