Modifying Workflows
Topic Last Modified: 2009-05-22
A Response Group, or workflow, routes and queues incoming calls to groups of designated agents. When you create a workflow, you can define the behavior of a call from the time the Response Group Service accepts a call to the time an agent answers the call. This can include the queue to use, welcome message, music on hold, and the Interactive Voice Response (IVR). Workflows can be modified or deleted by using the Response Group Configuration Tool. In order to modify a workflow, you must be either an Office Communications Server administrator (a member of the RTCUniversalServerAdmins group) or a workflow manager. Only Office Communications Server administrators can delete a workflow.
Note
Workflows can also be managed by using the Office Communications Server 2007 R2 Response Group Administration snap-in. In the Office Communications Server 2007 R2 Response Group Administration snap-in, expand the pool node, and then click the Workflows folder. You can create a new workflow, edit a workflow, or delete a workflow. Selecting one of these options opens the Response Group Configuration Tool in a new Web browser window.
Modify a Workflow
Although workflows can be modified by either an Office Communications Server administrator or a manager, administrators and managers do not have the same abilities. An Office Communications Server administrator can modify any workflow in the server pool, can modify any of the workflow settings, and can also assign managers for the workflow.
A workflow manager can modify only the workflows that he or she owns. Also, a manager can modify only the activation state, description, welcome message, music on hold, availability, and the queue time-out actions.
To modify a workflow
Log on as a member of the RTCUniversalUserAdmins group or as the workflow manager.
Open a Web browser, and then connect to https://server-FQDN/rgs/deploy/default.aspx.
Find the workflow that you want to modify, and then click Edit.
Note
Workflow managers see only the workflows that they can manage.
Make the changes to the workflow that you want, and then click Save.
The following sections describe some of the workflow changes that you can make. The available settings will vary depending on whether you are an Office Communications Server administrator or a workflow manager, and the type of workflow that you are modifying.
Note
You can use a .wav file for some settings, such as the welcome message or the music that is played when users are on hold. For details about supported .wav file formats, see WAV File Requirements.
You cannot use HTML tags in your text input. If you do this, you will receive an error message.
Changing the Activation State
The activation state determines whether the workflow can be used.
To change the activation state
To activate the workflow, in the Activate and Name the Workflow section, select the Activate the workflow check box.
To deactivate the workflow, in the Activate and Name the Workflow section, clear the Activate the workflow check box.
Changing Whom the Calls Are Sent to and the Workflow Description
You can change whom the calls are sent to and also the description of the workflow.
To change whom the calls are sent to and the workflow description
To change the group that will be answering calls to the workflow, in the Activate and Name the Workflow section, in the Select the address of the group that will receive the calls 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 being used.
To change the workflow description that appears on the Office Communicator contact card, type a new description in the Description box.
Changing the Welcome Message
You can decide to play a welcome message for callers. The welcome message can be one of the following:
- A text message that is converted to speech for callers.
- A .wav file that contains the welcome message.
To play or change the welcome message
In the Configure a Welcome Message section, select the Play a welcome message check box.
To enter the welcome message as text, click Use text-to-speech, and then type the welcome message in the text box.
To use a .wav file recording for the welcome message, click Select a recording. If you do not want to use the .wav file that is currently loaded, click the a recording link. In the new browser window, click Browse, select the.wav file, and then click Open. Click Upload to load the .wav file, and then type the welcome message in the text box.
To stop playing a welcome message
- In the Configure a Welcome Message section, clear the Play a welcome message check box.
Changing the Workflow Schedule
The availability settings define when the workflow is scheduled to be available to answer calls.
To change the workflow schedule
To change the schedule hours, in the Specify Your Availability section, modify the Open and Close settings.
To change the preset schedule, click the Preset schedules box, and then click the preset schedule to use.
Note
When you click a preset schedule, you fill in the Open and Close boxes with the preset schedule hours. You can then modify the schedule hours as needed.
In the Standard holiday lists section, select the check box next to the holiday set that you want the workflow to use.
Note
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 workflow business hours. For details about holiday sets, see Creating a Holiday Set in the Deploying the Response Group Service documentation.
Changing the Workflow is Closed Message
You can decide to play a message to callers when the workflow is scheduled to be closed. The message can be one of the following:
- A text message that is converted to speech for callers.
- A .wav file that you specify.
Note
If you do not want to play a message when the workflow is scheduled to be closed, clear the Play a message when the workflow is not scheduled to be open check box.
To change the message that is played when the workflow is scheduled to be closed
In the Specify Your Availability section, under the When the workflow is not scheduled to be open heading, verify that the Play a message check box is selected.
To enter the message as text, click Use text-to-speech, and then type the message in the text box.
To use a .wav file recording for the message, click Select a recording. If you do not want to use the .wav file that is currently loaded, click the a recording link. In the new browser window, click Browse, select the.wav file, and then click Open. Click Upload to load the .wav file, and then type the message in the text box.
Changing the Music on Hold
Callers listen to the music on hold while they wait for an agent. The music on hold can be one of the following:
- A default recording that was installed by Office Communications Server.
- A .wav file that you specify.
To change the music on hold
To use the default recording, in the Configure Music on Hold section, click Use default.
To use a .wav file recording for the music on hold, click Select a music. If you do not want to use the .wav file that is currently loaded, click the a music link. In the new browser window, click Browse, select the.wav file, and then click Open. Click Upload to load the .wav file.
Changing the Interactive Voice Response
IVR is used to obtain information from callers and navigate them to the appropriate queue. You can specify question and answer pairs that are used for call navigation. For details about IVR, see Designing Call Flows By Using Interactive Voice Response.
To change the IVR questions or answers
To change a question asked to the caller, under the Question heading do the following:
To modify a question that was entered as text, modify the question in the text box.
To modify a question that was entered using a prerecorded .wav file, click the a recording link to select a different .wav file. In the new browser window, click Browse, select the.wav file, and then click Open. Click Upload to load the file. Then type the new question in the text box (this enables the question, and the caller’s response, to be forwarded to the responding agent).
To change one of the possible answers, under the Response heading do the following:
- To modify the voice response, modify the answer in the Enter a voice response box.
- To modify a keypad input response, in the Digit box, click the keypad digit to use.
To change the queue to use, under the Response heading, in the Select a queue box, click the queue you want to send the caller to.
Changing the Workflow Managers
Office Communications Server administrators can assign managers for a workflow. Workflow managers can modify the activation state, description, welcome message, music on hold, availability, and the queue time-out actions. Workflow managers can be assigned only for Basic Hunt Group and Enhanced Hunt Group workflows.
To add or delete a workflow manager
To add a manager, in the Add or Delete Managers section, in the Enter the manager name(s) to add box, enter the name of the user who can modify the settings for this workflow, and then click Add.
The name must be entered in the domain\username format (such as contoso\bob). Multiple user names are separated using a semicolon.
To remove an owner, in the Managers box, click the name of the user you want to remove as a manager, and then click Remove.