Managing Response Group Workflows


Topic Last Modified: 2010-12-13

A Response Group workflow defines the behavior of a call from the time the phone rings to the time an agent answers the call. The workflow includes queue and routing information, and includes either hunt group or interactive voice response (IVR) information.

Topics in this section describe the requirements for workflow audio files and the Response Group Configuration Tool, identify best practices for designing IVR workflows, and explain how to create, change, and delete workgroups.