Switch between AudioFile and TTS via placeholder
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
# | WHERE | USER ACTION | RESULTS / SYSTEM REACTION |
---|---|---|---|
1 | TM Configurator > Workflow > Placeholders | Create two placeholders of Type "Boolean"
Example:
| New Boolean placeholders are created |
2 | TM Configurator > Workflow Tab > Workflow Structure | Locate the workflow structures to be used by your services
| |
3 | TM 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 |
4 | TM 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.
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.
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
# | WHERE | USER ACTION | RESULTS / SYSTEM REACTION | |||||||||||||||
---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
1 | TM 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.
| Workflow settings and individual placeholders for each service are defined | |||||||||||||||
2 | Call Services A and B | Expected Result:
| Workflow continues after the announcement step as defined. |
Usage Scenario 2: Undefined Resource fallback
# | WHERE | USER ACTION | RESULTS / SYSTEM REACTION | |||||||||||||||
---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
1 | TM 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.
| Workflow settings and individual placeholders for each service are defined | |||||||||||||||
2 | Call Services A and B | Expected Result:
| Workflow continues after the announcement step as defined. |
UCID | UC TeamManager Application 041 |