Step 0: Before you start, make sure you've set up the following:
- An appropriate outbound call work type – look over the Work Types section of the help desk if you're not familiar with these.
Step 1: Click Work Flows on the administrator dashboard.
Step 2: This view shows a list of Work Flows in your organization. Click the plus sign icon (+) on the top right-hand side to add a new flow.
Step 3: In Work Flow Properties, you can set up your flow type and other basic information.
- Flow name
- Enter the name of the Outbound call flow.
- Flow type
- Click Contact Center.
- Flow channel
- Select the Outbound Call option.
Step 4: Click the plus (+) symbol next to the start node. This will show the next node that needs to be added to your flow.
Step 5: Select the Assign Work Type node to add it to your flow. This is the part in the flow where the interactions gets created. The interaction will get stamped with the properties of the work type you select.
Step 6: To add a work type to the node, click on the vertical ellipsis of the node.
Step 7: In the pop-up screen, select an appropriate work type for the flow.
Step 8: Click the plus (+) symbol next to the Assign Work Type node. If you'd like call recording, select the Start Call Recording node to add it to your flow.
Step 9: Click the plus (+) symbol next to the Start Call Recording node. Select the On Call node to indicate the point at which your agents will be busy with an outbound call.
Step 10: Click the plus (+) symbol next to the On-Call node. Select the Stop Call Recording node to end recording when the customer disconnects.
Step 11: Click the plus (+) symbol next to the Stop Call Recording node. Select the End node to signify the flow has come to an end.