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. (Currently empty.) Click the plus sign icon (+) 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 Center.
- Flow channel
- Select the Inbound Call option.
Step 4: This is the interaction flow editor. It starts off with the beginning of your inbound call. Click the plus sign icon (+) to add another node to your flow.
Step 5: Click the Assign Work Type node. Here, you can create a work item for your flow. The work item will get stamped with the properties of the work type you select. Click on the ellipses menu on the Assign Work Type node and select Edit.
Top tip: to save yourself future hassle, add your Out of Office and Public Holiday mailbox messages here.
Step 6: In the pop-up menu, select the appropriate work type for the flow and select the search result. Click Next to continue.
Step 7: Once you have set up your work flows which determine where your customer's call will be directed, click on the Waiting Strategy node. Your customer will now enter the call queue.
Step 8: Select what you'd like your customer to hear while they wait in the waiting room. (We're choosing music.)
- This will play music while your customers are in the waiting room.
- This will play a ringing tone while your customers are in the waiting room.
- Custom Upload
- This allows you to upload your own sound file to play while your customers are in the waiting room.
Step 9: Select the maximum number of times the phone can ring before the customer is transferred to another agent. (We're choosing three rings lasting for 12 seconds.)
Step 10: Select whether you'd like to set up an exit destination for the flow. Enabling this will let you remove inbound call work items from the flow to a destination of your choosing.
- Select Yes if you would like your customers to be able to exit the waiting room.
- Automatically exiting will remove your customer from the waiting room after a period of time.
- Select Yes to continue.
- If you select automatically exit then you must specify the time in seconds.
- Key-press exiting allows your callers to choose to exit the waiting room by selecting a keypad option.
- Select Yes to continue.
- Select the option on the keypad that your customers should press to indicate that they want to exit.
- Please do not make the keypad option the same as the IVR options as customers may automatically exit without meaning to.
Step 11: Click the On-Call node to signify the point at which your customers will be connected to a live agent.
Step 12: Click the End node to signify the flow has come to an end.
Top tip: For quality assurance purposes, you can add wrap up and survey nodes before ending the flow.
Step 13: Click Publish.
Important: Please note that all work items need to be defined and correct before you'll be able to publish your flow. We strongly recommend compiling your surveys before setting up your flow as these cannot be created once you've entered the work flow designer.