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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.

To create a contact flow, you must add modules that define messaging and logic properties, and link them using connectors that define the situation or system code.For information about each module, see Modules in the Product Documentation.

To add a module:

1. On the Contact Flow window, click Add. The Edit Contact Flow window appears.

2. Enter the details in the name Name and description Description fields.

3. Enable the Supports Expressions checkbox if the contact flow should contain the condition and lookup modules.

4. In the Contact Flow tab, expand the Modules panel and double-click the required modules module in the subpanels, one at a timesub-panel. The Properties window of the module appears.

5. Specify the Message Properties and Contact Flow Properties that determine how the module behaves. 

6. Ideally, you will enable the Is First Module checkbox for the first module you create. This is the first module the system will look at for determining the contact flow. When you assign this value to a module, you cannot unselect the checkbox. You will need to delete the first module you created to assign the 'Is First Module' property to another module.
7. Click OK to close the Properties window. 
8. Repeat this process to add more modules. Each module must have a unique name.

To add a connector:

1. Select Connector.
2. In the Connector Setup dialog, specify the Source and Target modules, the Event in which the contact flow must move from source to target, and the Result (outcome) if the connection ends before the completion of the target module. 
3. Click OK to add the connector to the canvas. Connectors appear as arrows between the source and target modules.

A completed contact flow appears as a logical collection of modules connected by arrows. Click Save to save your contact flow and return to the Contact Flow window where your new contact flow is now listed in the table.