Step 0: Before you start, make sure you've set up the following:
- An appropriate inbound 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 flows in your organization. Click the plus sign icon (+) on the top right-hand side to add a new flow.
Step 3: In Interaction Flow Properties, you can 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 Outbound Call option.
Step 4: Click the start node. This will show the next node that needs to be added to your flow.
Step 5: Click the Assign Work Type node to add it to your flow. This is the part in the flow where the work item gets created. The work item 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 and select the search result. Click Done.
Step 8: If you'd like call recording, click the Start Call Recording node to add it to your flow.
Step 9: Click the On Call node to indicate the point at which your agents will be busy with an outbound call work item.
Step 10: Click the Stop Call Recording node to end recording when the customer disconnects.
Step 11: Click the Wrap Up node. Set it to the amount of uninterruptible time you'd like to give your agents following a call.
Step 12: Click the End node to signify the flow has come to an end.