U19 Pop-Out Help

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titleNavigating Contact Flow

The Contact Flow window displays the ID, Name, and Description of all the available contact flows and an Add button.  Use this window to add, copy, or delete a contact flow.

When you double-click a contact flow row, the Edit Contact Flow window appears, with the following tabs, buttons, and options:

Tabs:

  • Contact Flow - Displays the contact flow in a graphical view, including panels for different types of contact flow modules and module properties. Use this tab to view, create , or modify a contact flow.
  • Contact Flow Properties - Displays system-level properties that are unique to contact flow, so you only need to define them once. 
    • ACD Proficiency (1-10) Wait Time: the amount of time (in seconds) that the Service Group searches for an agent with a specific proficiency.
    • ACD Max Wait Time In Queue: the cumulative amount of time (in seconds) that the system must spend to continue looking for agents with specified proficiencies. This value is generally less than the service Max Hold Time.
    • Post Call Digital Message Id: ID of the message used in contact flows to proactively contact customers after a call ends.
  • Associated Messages - Displays all the messages that are associated with the contact flow.
  • View Contact Flow XML - Displays the VXML code of the contact flow.
  • View XML - Displays the VXML structure in which the contact flow is graphically represented on the canvas on the Contact Flow tab. 

Options:

  • Supports Expressions -  Enabled at the time of creating a contact flow.

Buttons:

  • Zoom In and Zoom Out icons - Control the magnification of the contact flow on the Contact Flow tab.
  • Connector - Displays the Connector Setup window, through which you can create a link between two modules. Connectors define the outcome of a contact flow for specified actions and the system code to be assigned for a disconnect.
  • Delete Modules/Connectors - Removes the connectors or modules selected on the canvas.
  • Print - Downloads the contact flow in PDF for print preview and printing.
  • Contact Flow Variables - Displays the Contact Flow Variables window, through which you can create temporary variables for use in the contact flow. 
  • Deploy - Deploys the contact flow into production. Any messages associated with the contact flow will begin using the contact flow after it is deployed.
  • Save - Saves the changes to the contact flow. The changes do not affect production until the contact flow and its messages are deployed.

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titleWorking with Contact Flow Variables

You can create user-defined variables for specific configuration properties of modules like http and condition in a contact flow.

To create a contact flow variable:

  1. Open a contact flow and click Contact Flow Variables. 
  2. In the Contact Flow Variable window, click Add.
  3. In the Add Contact Flow Variable dialog, enter the required data and click OK.
    For field descriptions, refer to the Product Documentation.

You can use the contact flow variable in the Message Properties tab of the http module (for response variables mapping) or the condition module (to build an expression). For more information, refer to the Product Documentation.

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titleCopying or Deleting a Contact Flow

To copy or delete a contact flow, hover on a contact flow row in the Contact Flow window. The respective icons appear at the end of the row,

  • If you click the Copy icon, the Copy Contact Flow window appears, Enter the name of your new contact flow and click Copy.
  • If you click the Delete icon, the Confirm dialog appears. Click OK to delete the contact flow.