Creating a One-Level Interactive Workflow
[This is preliminary documentation and is subject to change. Blank topics are included as placeholders.]
When you create a One-Level Interactive workflow you can choose a welcome message for the workflow, the music on hold to play, and the hours that the workflow will be available.
A One-Level Interactive workflow routes calls using Interactive Voice Response (IVR). You can specify a question that callers will hear that has two possible answers. Depending on the caller’s response, the call is routed to the appropriate queue. For more information on IVR design, see Designing Call Flows By Using Interactive Voice Response.
To create a One-Level Interactive workflow
Log on as a member of the RTCUniversalServerAdmins.
Open a Web browser, and then connect to https://server-FQDN/acd/deploy/default.aspx.
Tip
If you are logged on to the server itself, you can connect to https://localhost/acd/deploy/default.aspx.
Click the Create button next to the One-level interactive template description.
If you are not ready for users to start calling the workflow, click to clear the Is this Huntgroup Active checkbox.
In the Select Contact for Huntgroup box, click the address of the group that will be answering calls to the workflow. Each address is associated with a Contact object. The list includes the addresses of all Contact objects that are not already in use.
In the Description box, enter a description for the workflow. The description appears on the Office Communicator contact card. This setting is optional.
In the Step 2 Select your Language section, click the pull-down list, and select the language to use.
This is the language that is used for text-to-speech. In order to select a language, the corresponding language pack must already be installed on the server.
Note
For this prerelease version, only English is supported.
If you want to set a welcome message, in the Step 3 Welcome Message section, click the Play a message check box and then do one of the following:
- To enter the welcome message as text, click Select text to be read upon playback, and then enter the welcome message in the text box.
- To use a .wav file recording for the welcome message, click Select a recorded .wav file for playback. If you do not want to use the .wav file that is currently loaded, click the here link. In the new browser window, click Browse, select the.wav file and then click Open. Click Upload to load the .wav file.
In the Step 4 Availability section, in the Your Company Time Zone box, click the time zone for your office.
To define when the workflow will be available, in the Schedule Name box, click one of the preset schedules.
This fills in the Open and Close boxes with the preset schedule hours. You can then modify the schedule hours as needed. The hours of operation are in 24-hour format. For example, if your office works a 9-5 work day, and closes at noon for lunch, this can be represented as Open 9:00, Close 12:00, Open 13:00, and Close 17:00.
In the Standard Holiday Lists section, click the check box next to the holiday set that you want the workflow to use.
Holiday sets are a list of holidays that an administrator can set up for the server pool. The holiday set contains the open and close times for each holiday in the holiday set. The hours in the holiday set overrides the hours of operation for the workflow. For more information on holiday sets, see Managing Holiday Sets.
If you want to play a message when the office is not open, click the Play a message check box and then do the following:
- Specify the message to play when the office is closed:
- To enter the message as text, click Select text to be read upon playback, and then enter the message in the text box.
- To use a .wav file recording for the message, click Select a recorded wav file for playback. If you do not want to use the .wav file that is currently loaded, click the here link. In the new browser window, click Browse, select the.wav file and then click Open. Click Upload to load the .wav file.
- Specify what to do after the message is played:
- To disconnect the call, click Disconnect Call.
- To forward the call to voice mail, click Voicemail, and then enter the voice mail address.
The format of the voice mail address is sip:username@domainname (for example, sip:bob@contoso.com). - To forward the call to another user, click SIP URI, and then enter a user address.
- To forward the call to another telephone number, click Number, and then enter the telephone number.
The format of the telephone number is sip:number@domainname (for example, sip:+14255550121@contoso.com). The domain name is used to route the caller to the correct destination.
- Specify the message to play when the office is closed:
In the Step 5 Music on Hold section, choose what callers will listen to while waiting for an agent by doing one of the following:
- To use the default music on hold recording, click Use Default.
- To use a .wav file recording for the music on hold, click Upload Custom Music. If you do not want to use the .wav file that is currently loaded, click the here link. In the new browser window, click Browse, select the.wav file and then click here. In the new browser window, click Browse, select the.wav file and then click Open. Click Upload to load the .wav file.
In the Step 6 One-Level Interactive Prompt section, under the Question heading, enter the question that you want to ask caller:
- To enter the question in text form, click Select text to be read upon playback, and enter the question in the text box. The question is converted using text-to-speech.
- To use a prerecorded .wav file that contains the question, click Select a recorded .wav file for playback, and then click the here link. In the new browser window, click Browse, select the.wav file, and then click Open. Click Upload to load the file. Then enter the question in the text box (this enables the question, and the caller’s response, to be forwarded to the responding agent).
Under the Response 1 heading, enter the first possible answer to the question by doing the following:
- If you want to allow the caller to respond using speech, enter the answer in the Enter text to be recognized box.
- If you want to allow the caller to respond by pressing a keypad, in the Digit box, click the keypad digit.
In the Select your Queue box, click the queue you want to send the caller to.
Under the Response 2 heading, repeat steps 15 and 16 to specify the second possible answer to the question.
Click Deploy.