Creating Workflows

Topic Last Modified: 2009-01-23

A workflow defines the behavior of a call from the time the phone rings to the time somebody answers the call. The workflow can include queue and routing information, as well as interactive voice response. When you create a workflow, you do the following:

  • Create a Contact object by using the RGSCOT.exe command tool. This Contact object is later associated with the workflow. A Contact object can be associated with only one workflow.
  • Use the Response Group Configuration Tool to create the workflow. When you create the workflow, you can specify the Contact object and queue to use and other settings, such as a welcome message, music on hold, business hours, and questions that the Response Group Service asks the caller.


You must create groups and queues before you create a workflow that uses them.