Step 0: Before you start, make sure you've set up the following:
- An appropriate inbound call work type – please look over the Work Types section if you're not familiar with these.
Step 1: Click Work Flows on the administrator dashboard.
Step 2: This view shows a list of flows in your organization. To create a new Work Flow click the plus symbol (+) on the top right-hand side to add a new flow.
Step 3: From this view, you will be able to set up your flow type and other basic information.
- Flow name
- Enter the name of the inbound call flow.
- Flow type
- Click Contact Centre.
- Flow channel
- Select the Inbound Call option.
Once you have completed the above actions click on "Next", the new inbound flow will then be created and visible on the Work Flows view.
Step 4: The newly created flow needs to be defined. Click on the newly created flows tile to be taken to the Work Flows Designer view.
In the Work Flow Designer, there is always a "Start" node present. It is an indicator of the beginning of your inbound call. Click the plus symbol (+) to add another node to your flow.
Step 5: From the available nodes select "Office Hours" node.
You will need to define the Office hours node by clicking on the three verticle dots next to the node name and select "Edit" from the drop down.
The Assign office hours pop up will appear, here you will set the operating hours of your contact centre. Once completed click on "Done"
The Office hours node will then present you with two options, named as follows:
- Yes - indicates the path calls will take during the predetermined office hours
- No - indicated the path calls will take outside of office hours.
Step 6: Click on the Plus (+) symbol next to the "no" path, from the available nodes select "Mailbox"
Edit the Mailbox node and add a premade mailbox, for more information on creating a mailbox see here
Step 7: Click on the Plus (+) symbol next to the "yes" path and select the Assign Work Type node. By Editing the Assign Work Type node, you are able to select between any pre-created Work Types for your flow. The interaction will get stamped with the properties of the work type you have selected and be served to Agents with matching properties.
Step 6: Click on the Plus (+) symbol next to the Assign Work Type node, from the available nodes select "Waiting Room".
Step 7 Editing the Waiting Room: Edit the waiting room node to define what audio clients calling in will hear. Click "Next"
Step 8: Set many times an interaction will ring by an Agent before putting the Agent into a not responding state and moving to the next available Agent. New Members are advised to not make any further adjustments to the waiting room node. Once you have selected the number of rings click on "Finish".
*Pro Tip - you can also set whether missed interactions will put Agents into not responding states or not from this tile.
Step 9: Click on the Plus (+) symbol next to the waiting room node, from the available nodes select "Start Call Recording". This will enable call recording for this Work Flow.
Step 10: Click on the Plus (+) symbol next to the "Start Call Recording" node and from the available nodes select the On-Call node to signify the point at which your customers will be connected to a live agent.
Step 11: Click on the Plus (+) symbol next to the "On-Call" node and from the available nodes select "Stop Call Recording". This will signify the end of the call recording.
Step 12: Click on the Plus (+) symbol next to the "Stop Call Recording" node and from the available nodes select "End". This signifies the end of the interaction.
Step 13: Click Publish. this will save the changes made to the Work Flow.
Important: Please note that all nodes need to be defined and correctly connected before you'll be able to publish your flow.
Step 14: Assign a phone number to your flow, see here for the relevant steps.