Contact Flow Help

The Contact Flow window displays the following tabs, buttons, and options.

Tabs:

• Contact Flow - Displays the contact flow in a graphical view, including panels for basic and advanced contact flow modules, font formatting, and a quick navigation outline. Use this tab to view, create, modify, or delete a contact flow.
• 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:

• Edit Name - Displays the Edit Contact Flow window, through which you can modify the name of the contact flow and its description, and specify if it should support expressions.
• Zoom In - Zooms in on the contact flow on the Contact Flow tab.
• Zoom Out - Zooms out from 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.
• Contact Flow Variables - Displays the Contact Flow Variables window, through which you can create temporary variables for use in the contact flow. Contact flow variables can be referenced within specific configuration properties of both the http module and the condition module.
• Deploy - Deploys the contact flow into production. Any messages associated with the contact flow will begin using the contact flow after it is deployed.
• Export - Displays the Export Contact Flow window, through which you can download the contact flow in any of the following formats: mxGraph Editor, SVG, PNG, and PNG+XML.
• Print - Downloads the contact flow in the PDF format for print preview and printing.
• Delete Contact Flow - Deletes the contact flow if it is not associated with any message. 
• Copy - Copies the contact flow.
• Add Contact Flow - Creates a contact flow.
• 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. Select Add Contact Flow.

2. Enter the Contact Flow Name and Description.

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

4. Click OK.

5. In the Contact Flow tab, select and drag the required modules from the Basic or Advanced panels onto the canvas (open dotted field).  

6. When you drop a module onto the canvas, the Property dialog for the specified module appears. Specify the Message Properties and Contact Flow Properties that instruct a module what to do. 

   By default, the first module you create will have the Is First Module checkbox selected. This is the first module the system will look at for determining the contact flow. If you do not create the opening module first, you will need to delete the first module you created in order to assign the 'Is First Module' property to the correct module.
7. Click OK to close the Property dialog. 
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 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.

Alternately, hover on the Source module until you see an arrow. Click it, then drag the cursor to the target module and and release when the module turns green. This brings up the Connector Setup window. Proceed with Step 2 above.

A completed contact flow appears as a logical collection of modules connected by arrows. Click Save to save your contact flow.

1. Select Deploy to deploy the saved contact flow into production.  Any associated messages will begin using the new contact flow. If there is an existing contact flow with the name you specified, an error will ask you to select a different name.
2. Navigate to the Message Editor tool and create a message using your new contact flow. You can customize the phrases used to have different audio applied. 
3. Assign this Message to an unattended service, load a test file, and evaluate the outcome. Adjust the Message as desired.

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

To create a contact flow variable:

1. Select Contact Flow Variables and click Add.
2. In the Add Contact Flow Variable dialog, enter the required data and click OK.

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 Contact Flow Guide.

To delete a contact flow:

1. Select the contact flow to be removed and click the Delete Contact Flow button.
2. In the Confirm dialog, click OK. The contact flow is deleted.