Creating an Enhanced Huntgroup Workflow
[This is preliminary documentation and is subject to change. Blank topics are included as placeholders.]
An Enhanced Huntgroup workflow routes callers to the specified queue. You can also choose a welcome message for the workflow, the music on hold to play, and the hours that the workflow will be available. In addition, you can designate a manager for the workflow. A manager can modify settings such as the description, business hours, and holiday set selection.
To create an Enhanced Huntgroup 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 Enhanced Hunt Group template description.
If you are not ready for users to start calling the workflow, click to clear the Is this Huntgroup Active check box.
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 a 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 of 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 Select your Queue and Actions section, click the pull-down list, and select the queue that will handle calls to the workflow.
The timeout settings display the current timeout settings for the queue. You can change the timeout settings for the queue.
Important
Changing the timeout settings affects all workflows that use this queue.
To change the timeout settings do the following:
- If you do not want to specify a timeout period (the caller continues to stay on hold until an agent accepts the call), click to select the Never Timeout the call checkbox.
- To change the timeout period, in the seconds box, enter the maximum period of time that a caller will wait to be connected to an available agent before action is taken.
- To change the action taken when a call times out do one of the following:
- To forward the caller to voice mail, click Forward call to 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 caller to another user or telephone number, click Forward call to user, and then enter the SIP URI address. The format for the user address is sip:username@domainname. 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.
- To forward the caller to another queue, click Forward caller to another Queue, and then select the queue from the pull-down list.
- To forward the caller to voice mail, click Forward call to Voicemail, and then enter the voice mail address.
In the Step 6 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 Add or Delete Owners of this Huntgroup section, in the User Names box, enter the names of the users that can modify the settings for this workflow, and then click Add.
The names must be entered in the domain\username format (such as europe\PeterKrebs).
Click Deploy.