3com IP Contact Center Workflow Builder User’s Guide
3Com® IP Contact Center
Workflow Builder User’s
Guide
System Release 7
http://www.3com.com/
Part Number 900-0357-01, Rev. AA
Published May 2006
3Com Corporation
350 Campus Drive
Marlborough, MA 01752-3064
Copyright © 2006, 3Com Corporation. All rights reserved. No part of this documentation may be
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program(s) described in this documentation at any time.
UNITED STATES GOVERNMENT LEGEN DS:
If you are a United States government agency, then this documentation and the software described
herein are provided to you subject to the following:
United States Government Legend: All technical data and computer software is commercial in
nature and developed solely at private expense. Software is delivered as Commercial Computer
Software as defined in DFARS 252.227-7014 (June 1995) or as a commercial item as defined in
FAR 2.101(a) and as such is provided with only such rights as are provided in 3Com’s standard
commercial license for the Software. Technical data is provided with limited rights only as provided in
DFAR 252.227-7015 (Nov 1995) or FAR 52.227-14 (June 1987), whichever is applicable. You agree
not to remove or deface any portion of any legend provided on any licensed program or
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or may not be registered in other countries.
3Com and the 3Com logo are registered trademarks of 3Com Corporation. VCX is a trademark of
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holders.
Contents
About This Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .19
Who Should Read This Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .19
How This Guide Is Organized . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Related Publications. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Chapter 1. Workflow Basics. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .23
Workflow Builder Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
About Levels of Assistance. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .26
About Deployment Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
About Workflow Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Voice Workflows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
E-mail Workflows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
Immediate-Assistance E-mail Workflows . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Deferred-Assistance E-mail Workflows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Web Workflows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
User Workflows. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
About Emergency Default Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
About Workflow Associations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
About Target Addresses. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
About the Order in Which Target Addresses are Evaluated . . . . . . . . . . . . . . 39
About How the System Determines Which Workflow Should Start. . . . . . . . 39
Determining the Deployment Type. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
Starting a Contact Workflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
Starting a User Workflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
About Step Properties and Parameters. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43
Understanding Input and Output Parameters. . . . . . . . . . . . . . . . . . . . . . . . . . 45
Understanding Configuration Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
About Variables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46
Understanding User-Defined Variables. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48
Understanding System Variables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48
Contact Workflow System Variables. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49
User Workflow System Variables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56
Understanding Internal Variables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57
3Com IP Contact Center Workflow Builder User’s Guide 3
Contents
Chapter 2. Building and Modifying Workflows . . . . . . . . . . . . . . . . . . . . . .59
Accessing Workflow Builder. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .59
Logging On to the 3Com IPCC Desktop . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .60
Starting Workflow Builder . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .60
Getting Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .61
Displaying Online Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .62
Using the Controls in the Help Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .63
Topic-Only View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .63
Frameset View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .64
Finding a Help Topic. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .65
Resizing the Help Navigation Frame . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .67
Printing a Help Topic . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .67
Troubleshooting Online Help Access Problems . . . . . . . . . . . . . . . . . . . . . . . . .68
About the Workflow Builder Window. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .69
Basic Steps for Building a Workflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .71
Building a New Workflow. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .73
Opening a Workflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .75
Opening a Workflow Stored on the 3Com IP Contact Center Server . . . . . . .75
Opening a Workflow Stored on Your Computer . . . . . . . . . . . . . . . . . . . . . . . .77
Working with Locked Workflows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .78
Opening a Read-Only Version of a Locked Workflow . . . . . . . . . . . . . . . . .79
Opening a Locked Workflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .79
Saving Changes Made to the Original Workflow When It Was
Unlocked by Another Designer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .80
Customizing the Canvas and Workflow Display. . . . . . . . . . . . . . . . . . . . . . . . . . .81
Resizing the Workflow Builder Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .81
Resizing the Canvas . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .82
Resizing the Steps and Properties Panes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .83
Displaying and Hiding Grid Lines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .84
Displaying and Hiding the Mini Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .84
Changing the Appearance of the Steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .85
Viewing Multiple Workflows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .86
Reversing Changes Made to the Workflow Display . . . . . . . . . . . . . . . . . . . . . . . .86
Using the Undo Function . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .87
Using the Redo Function . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .87
Working with Steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .88
Adding Steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .88
Drag Method . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .89
Menu Method . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .89
Selecting a Step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .90
Renaming a Step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .90
4 3Com IP Contact Center Workflow Builder User’s Guide
Contents
Connecting Steps. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91
About Branches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91
Understanding the Pink and Blue Arrowheads . . . . . . . . . . . . . . . . . . . . . . 93
Viewing the Branch Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94
Connecting the Steps in a Workflow. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94
Disconnecting Steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96
Properties Pane Method . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96
Branch List Method . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .97
Moving a Step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98
Removing a Step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98
Working with Step Properties. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .99
Displaying Step Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .100
Setting Step Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101
Setting Configuration Properties. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105
Setting Input Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108
Setting Output Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109
Changing the Value of a Step’s Property . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111
Removing the Value of a Step’s Property . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112
Creating User-Defined Variables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113
Moving Around in a Workflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 116
Scroll Bar Method . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 116
Mini Window Method . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117
Branch Method . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118
Canvas Click-and-Drag Method. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119
Saving a Workflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120
Saving a New Workflow to the 3Com IP Contact Center . . . . . . . . . . . . . . . . 120
Saving a Modified Workflow to the 3Com IP Contact Center . . . . . . . . . . . . 122
Saving a Workflow on Your Local or Network Computer . . . . . . . . . . . . . . . 122
Handling Errors Found When Saving a Workflow . . . . . . . . . . . . . . . . . . . . .124
Printing a Workflow. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125
Modifying a Workflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126
Copying a Workflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127
Copying a Workflow That Was Saved on the Server. . . . . . . . . . . . . . . . . . . . 127
Copying a Workflow That Was Saved on Your Local or
Network Computer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .128
Renaming a Workflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .129
Using the Sample Workflows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130
Deleting a Workflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131
Closing a Workflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .132
Closing Workflow Builder . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 132
Logging Off the 3Com IPCC Desktop. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 133
Adding a Workflow to a Business Logic Set . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 133
3Com IP Contact Center Workflow Builder User’s Guide 5
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Debugging a Workflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .134
Preparing to Debug a Workflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .136
Using the Debug Utility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .137
Handling Errors Found by the Debug Utility . . . . . . . . . . . . . . . . . . . . . . . . . .139
Chapter 3. Workflow Builder Steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .141
Steps Listed by Step Category. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .142
Step Categories Listed by Workflow Type . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .144
Acknowledge. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .145
Step Category . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .145
Usage Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .145
Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .146
Branches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .146
Example: Notifies Customers That Their E-mail Messages Were
Received . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .146
Add Skill Requirement. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .147
Step Category . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .148
Usage Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .148
Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .148
Branches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .149
Example: Adds a Requirement for an Agent with the Specified Skill. . . . . .149
Add User Requirement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .151
Step Category . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .151
Usage Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .151
Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .152
Branches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .152
Example: Adds a Requirement for the Specified Agent . . . . . . . . . . . . . . . . .153
Allow Idle. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .154
Step Category . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .155
Usage Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .155
Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .155
Branches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .155
Example: Determines Whether an Agent Should be Allowed to Go
into the Idle State . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .155
Branch on Digit . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .157
Step Category . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .157
Usage Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .157
Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .158
Branches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .158
Example: Plays a Specified Announcement Based on the Caller’s
DTMF Selection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .159
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Calculate Attribute. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 160
Step Category. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .161
Usage Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161
Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 162
Branches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .163
Example: Calculates the Business Value of the Caller and Routes
the Contact Accordingly . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 163
Example: Calculates the Business Value of the Customer Who Sent
an E-mail Message and Escalates the Message Accordingly . . . . . . . . . . . . . 164
Call Workflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 166
Step Category. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .166
Usage Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 166
Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 167
Branches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .167
Example: Calls Another Workflow to Perform a Subroutine . . . . . . . . . . . . . 167
Cancel Contact Request. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168
Cancel User Request . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168
Step Category. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .168
Usage Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168
Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169
Branches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .169
Example: Cancels a Request for an Agent After the Caller Leaves
a Message . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169
Check User Password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 170
Step Category. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .170
Usage Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 170
Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 171
Branches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .171
Example . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 171
Classify Contact . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172
Step Category. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .173
Usage Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 174
Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 175
Branches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .176
Example: Classifies a Contact Based on a Selected Digit . . . . . . . . . . . . . . . . 176
Classify User . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 177
Step Category. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .177
Usage Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 177
Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 177
Branches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .177
Example: Classifies an Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 178
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Clear Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .178
Step Category . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .178
Usage Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .178
Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .179
Branches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .179
Example: Removes All Existing Requirements for a Contact. . . . . . . . . . . . .179
Collect Digits . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .180
Step Category . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .180
Usage Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .180
Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .181
Branches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .184
Example: Collects Customer’s ID Number to Identify the CRM
Application Window to Display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .184
CRM Screen Pop . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .185
Step Category . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .185
Usage Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .186
Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .186
Branches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .187
Example: Displays a CRM Application Window to the Agent. . . . . . . . . . . .187
Declare Variables. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .189
Step Category . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .189
Usage Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .189
Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .189
Branches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .190
Example: Declares Variables for Use in This Workflow. . . . . . . . . . . . . . . . . .190
Delete Voice Message . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .191
Step Category . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .191
Usage Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .191
Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .192
Branches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .192
Example. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .192
Deliver To Classification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .192
Step Category . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .192
Usage Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .192
Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .193
Branches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .193
Example: Delivers a Deferred-Assistance E-mail Message to
a Classification Folder. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .193
Deliver To Node (obsolete) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .194
Deliver To Number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .194
Step Category . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .194
Usage Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .194
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Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 195
Branches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .196
Example: Routes a Call from an Agent to a Customer . . . . . . . . . . . . . . . . . . 196
Deliver To Number Least Cost . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 197
Step Category. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .197
Usage Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 197
Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 198
Branches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .199
Example . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 199
Deliver To Third Party . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 199
Step Category. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .200
Usage Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 200
Setting Variables for the VoiceGenie IVR Platform . . . . . . . . . . . . . . . . . . 200
Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 202
Branches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .203
Example: Delivers a Contact to a SIP Address . . . . . . . . . . . . . . . . . . . . . . . . . 203
Deliver To User . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 204
Step Category. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .204
Usage Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 204
Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 205
Branches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .206
Example: Connects a Caller to an Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 207
Demote. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .208
Step Category. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .208
Usage Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 208
Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 209
Branches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .209
Example: Demotes an E-mail Contact to Deferred Assistance
When the Contact’s Classification Is Not Open . . . . . . . . . . . . . . . . . . . . . . . . 209
Deny Idle . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 210
Step Category. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .210
Usage Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 210
Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 210
Branches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .210
Example: Denies an Agent’s Request to Go into the Idle State . . . . . . . . . . . 211
Disconnect . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 212
Step Category. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .212
Usage Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 213
Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 213
Branches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .213
Example: Ends a Call After Playing an Announcement . . . . . . . . . . . . . . . . . 213
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Display Message . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .214
Step Category . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .214
Usage Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .214
Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .214
Branches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .215
Example. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .215
End . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .216
Step Category . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .216
Usage Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .216
Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .216
Branches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .216
Example: Workflow Ends When Called Party Hangs Up . . . . . . . . . . . . . . . .216
Escalate . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .217
Step Category . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .217
Usage Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .217
Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .218
Branches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .218
Example: Escalates an E-mail Contact to Immediate Assistance . . . . . . . . . .218
Execute . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .219
Step Category . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .219
Usage Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .219
Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .220
Branches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .220
Example: Creates a File Based on Dynamic Data . . . . . . . . . . . . . . . . . . . . . . .220
Get Last User . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .221
Step Category . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .221
Usage Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .221
Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .222
Branches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .222
Example: Retrieves the Name of the Last Agent Who
Handled the Customer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .222
Handle Contact . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .223
Step Category . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .223
Usage Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .223
Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .224
Branches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .224
Example: Waits for Agent to Finish with the Contact . . . . . . . . . . . . . . . . . . .224
Handle Error . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .225
Step Category . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .225
Usage Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .226
Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .226
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Branches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .226
Example: Waits for Agent to Acknowledge Availability
After an Unanswered Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 226
Handle Idle . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .227
Step Category. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .227
Usage Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 227
Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 227
Branches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .228
Example: Agent Issues a Request to Go into the Idle State . . . . . . . . . . . . . . 228
Example: Supervisor Monitors an Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 229
Handle Lost Connection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 229
Step Category. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .230
Usage Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 230
Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 232
Branches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .232
Example: Workflow Waits While Lost Connection Attempts
to be Recovered . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 233
Handle User . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 234
Step Category. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .234
Usage Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 234
Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 235
Branches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .235
Example: Workflow Routes an Immediate-Assistance E-mail Contact . . . . 236
Example: Restarts a Connection That Is Temporarily Lost . . . . . . . . . . . . . . . 236
Example: Transfers a Contact to Another User. . . . . . . . . . . . . . . . . . . . . . . . . 237
If . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .238
Step Category. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .238
Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 238
Operators Used in If Step Expressions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 239
Functions Used in If Step Expressions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .240
Branches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .243
Examples: Expressions Used in If Steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 244
Example: Verifies Caller’s Customer ID with the Database . . . . . . . . . . . . . . 246
If Open . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 247
Step Category. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .247
Usage Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 247
Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 248
Branches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .248
Example: Determines Whether a Classification Is Open. . . . . . . . . . . . . . . . .248
Leave Message . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 249
Step Category. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .249
Usage Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 250
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Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .250
Branches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .252
Example: Allows a Caller to Leave a Message . . . . . . . . . . . . . . . . . . . . . . . . .253
Logoff User . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .254
Step Category . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .254
Usage Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .254
Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .254
Branches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .254
Log Value . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .255
Step Category . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .255
Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .255
Branches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .256
Example: Prints the Contact’s ID in the Debug Information
Pane and the Log File . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .256
Monitor Classification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .256
Step Category . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .257
Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .257
Branches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .257
Example: Supervisor Monitors Contacts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .257
Monitor User . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .258
Step Category . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .258
Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .258
Branches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .258
Example: Supervisor Monitors the Specified Agent’s Contacts . . . . . . . . . . .259
Play . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .259
Step Category . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .259
Usage Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .260
Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .260
Branches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .262
Example: Plays an Announcement to a Caller . . . . . . . . . . . . . . . . . . . . . . . . .262
Play DTMF . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .263
Step Category . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .263
Usage Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .263
Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .264
Branches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .264
Example: Simple Workflow with Play DTMF Step . . . . . . . . . . . . . . . . . . . . .264
Play Value. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .265
Step Category . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .266
Usage Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .266
Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .267
Branches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .268
Example: Retrieves a Bank Balance and Reads It to a Caller . . . . . . . . . . . . .269
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Play Voice Message . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .270
Step Category. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .270
Usage Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 270
Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 271
Branches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .273
Example . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 273
Print Text . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .274
Step Category. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .274
Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 274
Branches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .274
Example: Prints Text in the Customer’s Chat Window. . . . . . . . . . . . . . . . . . 275
Push URL. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 275
Step Category. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .275
Usage Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 275
Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 276
Branches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .276
Example: Informs a Customer That the Support Center Is Closed . . . . . . . . 276
Record . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 277
Step Category. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .277
Usage Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 277
Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 280
Branches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .281
Example: Records a Sound File and Adds It to the Database. . . . . . . . . . . . . 281
Record Nth Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 286
Step Category. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .288
Usage Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 288
Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 290
Branches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .290
Example: Records Every 100th Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 291
Remove Skill Requirement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 292
Step Category. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .292
Usage Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 292
Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 293
Branches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .293
Example: Removes the Requirement for a Skill . . . . . . . . . . . . . . . . . . . . . . . . 293
Remove User Requirement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 294
Step Category. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .294
Usage Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 295
Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 295
Branches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .295
Example: Removes a Requirement for a Specified Agent. . . . . . . . . . . . . . . . 295
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Request Contact . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .296
Step Category . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .297
Usage Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .297
Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .297
Branches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .297
Example: Requests a Contact for an Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . .298
Request Node (obsolete) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .299
Request User . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .299
Step Category . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .300
Usage Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .300
Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .300
Branches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .301
Example: Requests an Agent to Handle a Contact. . . . . . . . . . . . . . . . . . . . . .301
Retrieve Value . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .302
Step Category . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .302
Usage Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .302
Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .303
Configuring the Retrieve Value Step Properties When
Using an SQL Statement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 306
Calling a Stored Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .307
Configuring Workflow Steps When Calling a Microsoft SQL
Server Stored Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .311
Branches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .312
Example: SQL Statements Used in Retrieve Value Steps. . . . . . . . . . . . . . . . .313
Example: Retrieves the Web Collaboration Participant’s Customer ID
from the Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .313
Retrieve Voice Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .315
Step Category . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .315
Usage Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .315
Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .316
Branches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .316
Example. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .316
Send E-mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .317
Step Category . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .317
Usage Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .317
Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .317
Branches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .318
Example: Sends an E-mail Message with an Attachment to a Customer . . .319
Set User Password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .320
Step Category . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .320
Usage Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .320
Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .321
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Branches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .321
Example . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 321
Set Variable . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 322
Step Category. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .322
Usage Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 322
Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 323
Operators Used in Set Variable Step Expressions . . . . . . . . . . . . . . . . . . . . . . 324
Functions Used in Set Variable Step Expressions. . . . . . . . . . . . . . . . . . . . . . .325
Branches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .328
Examples: Expressions Used in Set Variable Steps . . . . . . . . . . . . . . . . . . . . . 329
Example: Creating a New User-Defined Variable . . . . . . . . . . . . . . . . . . . . . . 329
Start Deferred Contact. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .329
Step Category. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .329
Usage Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 330
Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 330
Branches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .331
Example: Delivers an E-mail Message to a Classification Folder . . . . . . . . . 331
Start Immediate Contact . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 332
Step Category. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .332
Usage Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 332
Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 333
Branches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .334
Example: Starts an Immediate-Assistance User-Selector Web
Workflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 334
Start Timer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .335
Step Category. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .335
Usage Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 335
Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 336
Branches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .337
Example: Starts a Timer That Branches to a Leave Message Step
After a Specified Amount of Time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 337
Start User . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 338
Step Category. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .338
Usage Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 338
Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 339
Branches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .339
Example: Starts a User Workflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .339
Stop Timer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 340
Step Category. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .340
Usage Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 340
Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 341
3Com IP Contact Center Workflow Builder User’s Guide 15
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Branches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .341
Example: Stops a Timer After Agent Is Found to Handle the Call . . . . . . . .341
Store Recording. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .342
Step Category . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .342
Usage Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .342
Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .343
Branches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .343
Example: Stores a Recording in the Database . . . . . . . . . . . . . . . . . . . . . . . . . .344
Wait . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .344
Step Category . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .344
Usage Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .345
Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .345
Branches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .345
Example: Puts a Call on Hold Until an Agent Is Available . . . . . . . . . . . . . . .345
Wait for Reconnection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .346
Step Category . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .346
Usage Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .346
Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .347
Branches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .347
Example: Waits for a Voice Contact to be Reconnected . . . . . . . . . . . . . . . . . .348
Wrap Up . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .349
Step Category . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .350
Usage Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .350
Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .351
Branches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .351
Example: Prompts an Agent to Enter a Wrap-Up Code . . . . . . . . . . . . . . . . .351
Chapter 4. Sample Workflows. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .353
CollaborationDirect.xml. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .355
CollaborationUserSelector.xml . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .356
DeferredDefault.xml. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .357
EmailUserSelector.xml . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .358
ListenVoiceMessages.xml . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .359
Customizing the ListenVoiceMessage Workflow Settings . . . . . . . . . . . . . . .359
Sample ListenVoiceMessage Workflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .361
RecordPrompt.xml . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .362
UnrecognizedVoice.xml . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .364
UserDefault.xml . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .365
VoiceDirect.xml . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .367
VoiceInternal.xml . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .368
VoiceOutbound.xml . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .369
VoiceUserSelector.xml . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .370
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Appendix A. Quick Reference to Steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . 373
Appendix B. Command Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 379
Appendix C. System and Internal Variables . . . . . . . . . . . . . . . . . . . . . . . 381
Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 383
Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 399
3Com IP Contact Center Workflow Builder User’s Guide 17
Contents
18 3Com IP Contact Center Workflow Builder User’s Guide
PREFACE
About This Guide
The 3Com®IP Contact Center system provides a graphical environment
called 3Com IPCC Workflow Builder with which you create and edit sets of
instructions called workflows. This guide shows you how to use Workflow
Builder and provides detailed information about workflows and the steps
you use to build them.
Who Should Read This Guide
This guide is intended for workflow designers, application developers, and
other personnel who design, create, and maintain Workflow Builder
workflows.
How This Guide Is Organized
The chapters in this guide provide the following information:
Chapter 1, “Workflow Basics,” introduces Workflow Builder and describes
levels of assistance, deployment types, workflow types, workflow
associations, target addresses, step properties, and user-defined and system
variables.
Chapter 2, “Building and Modifying Workflows,” explains how to use
Workflow Builder, including instructions for how to start Workflow Builder
and how to create, modify, save, and debug workflows. This chapter also
explains how to use online Help when you need assistance.
Chapter 3, “Workflow Builder Steps,” provides detailed descriptions of the
steps you can use in your workflows.
Chapter 4, “Sample Workflows,” provides illustrations and brief
descriptions of the sample workflows.
3Com IP Contact Center Workflow Builder User’s Guide 19
About This Guide
Appendix A, “Quick Reference to Steps,” briefly describes each of the
Workflow Builder steps.
Appendix B, “Command Summary,” summarizes how to perform
common actions in Workflow Builder.
Appendix C, “System and Internal Variables,” lists the system and
internal variables used by the 3Com IP Contact Center to store information
that is used in the running of a workflow.
A glossary and index are included at the back of this guide.
Related Publications
The following 3Com IPCC publications are also available:
Books (PDF format)
Title Description
3Com IP Contact Center
Administrator Guide
3Com IP Contact Center
Desktop User’s Guide
3Com IP Contact Center
Management Information
Guide
3Com IP Contact Center
Desktop Installation
Instructions
Detailed instructions for using 3Com IPCC Administrator to
configure and maintain the resources in your
3Com IP Contact Center.
Introduction to the features and functions of the
3Com IPCC Desktop and instructions for accessing
3Com IPCC applications and working in the 3Com IPCC
environment. Detailed instructions for handling contacts of
all media types and levels of assistance, using 3Com IPCC
Contact History Viewer, and performing supervisory tasks.
Detailed instructions for using 3Com IPCC Real-Time Status
Viewer and 3Com IPCC Reporter to monitor system and
user status. Includes descriptions of the data presented in
real-time status views and consolidated historical reports.
Detailed instructions for configuring user computers and
installing the 3Com IPCC Desktop software components. It
also describes how to remove the software that is installed
as part of the 3Com IPCC Desktop installation.
20 3Com IP Contact Center Workflow Builder User’s Guide
Quick Reference Guides (PDF format)
Title Description
Related Publications
3Com IP Contact Center
Desktop Quick Reference
3Com IP Contact Center
Desktop Supervisor
Quick Reference
Introduction to the 3Com IPCC Desktop environment and
concise instructions for logging on and accessing 3Com IPCC
applications; handling e-mail, voice, and Web contacts; and
using 3Com IPCC Contact History Viewer.
Concise instructions for performing common supervisor tasks,
including monitoring and coaching agents, sending bulletins,
logging off users, and accessing real-time and historical
reports.
3Com IP Contact Center Workflow Builder User’s Guide 21
About This Guide
22 3Com IP Contact Center Workflow Builder User’s Guide
CHAPTER 1
Workflow Basics 1
3Com IPCC Workflow Builder is a graphical application used to create sets
of instructions called workflows. The 3Com IP Contact Center uses these
workflows to match contacts of a variety of media types—voice, e-mail,
Web, voice message, and callback—with the most appropriate agents in
geographically dispersed call centers. Workflows are also used to handle
situations such as the following:
■ The processing, classification, and handling of contacts
■ The processing and handling of inbound, outbound, and internal calls
■ The management of 3Com IPCC Desktop users (while tracking and
handling the work progress of agents, supervisors, and other users)
■ The general control of system-level behaviors
■ The implementation and management of voice messaging
■ The creation and management of the audio files used by the system as
prompts or system announcements
The following topics provide basic information you should become familiar
with before you start building workflows:
■ Workflow Builder Overview
■ About Levels of Assistance
■ About Deployment Types
■ About Workflow Types
■ About Emergency Default Routing
■ About Workflow Associations
■ About Step Properties and Parameters
■ About Variables
3Com IP Contact Center Workflow Builder User’s Guide 23
Chapter 1: Workflow Basics
Workflow Builder Overview
A workflow is a collection of instructions—or steps—that are executed as
events occur at the 3Com IP Contact Center hub and nodes. Each step,
executed sequentially, instructs the system to perform an action or waits
until a triggering event occurs.
A workflow starts when a user logs on to the 3Com IPCC Desktop, a contact
arrives at the 3Com IP Contact Center, users call each other or outside the
3Com IP Contact Center, and when certain special events occur, as
described later in this guide.
Note: In this guide, the term “user” typically describes an agent or a supervisor.
An agent is a 3Com IPCC Desktop user who handles contacts and whose role
includes the Contact Handling feature set. A supervisor is a user whose role
includes the Management feature set and its default class of service settings.
Supervisors manage one or more teams of agents. Other default user roles that are
not discussed in this guide include Administrator, Technician, and Executive.
A 3Com IPCC Desktop user whose role includes the Application feature set
can use Workflow Builder to create, configure, and modify workflows. In
this guide, the person who performs these tasks is called the workflow
designer. After a workflow is created, the workflow designer or
administrator uses 3Com IPCC Administrator to associate the workflow
with the conditions that cause the workflow to run.
To build a workflow, the workflow designer selects steps from a menu or
drags steps from the Steps pane onto a canvas in the Workflow Builder
window, configures the step properties, and connects the steps in a logical
sequence.
The first step in any workflow must be one the following start steps: Start
Deferred Contact, Start Immediate Contact, or Start User. A start step
declares a set of system variables, making them available to the workflow.
For descriptions of the start steps, see Chapter 3, “Workflow Builder Steps,”
beginning on page 141. For detailed descriptions of the system variables
that the start steps make available to the workflows, see “About Variables”
beginning on page 46.
After the start step (for example, a Start Immediate Contact step), one of the
next steps in a user-selector workflow—a workflow that runs specifically to
classify a contact and match the contact with an agent—sets the
classification of the contact with a Classify Contact step. Classifications are
high-level categories of business logic such as Sales, Service, or Support. (A
contact can have only one classification.) After the contact is classified, the
workflow matches the contact with an agent so the contact can be handled.
24 3Com IP Contact Center Workflow Builder User’s Guide
Workflow Builder Overview
In a user workflow—a workflow that runs specifically for users—a Classify
User step typically follows a Start User step. The Classify User step sets the
classification of the user. (Users can have multiple classifications, which are
assigned to them in classification sets.)
Note: The same set of classifications is used for both contacts and agents.
Classifications and classification sets are defined in 3Com IPCC Administrator. For
more information, see the 3Com IP Contact Center Administrator Guide.
A set of sample workflows is provided for testing purposes. You can use
these workflows as models when you create your own custom workflows.
For information about the sample workflows, see Chapter 4, “Sample
Wor kf lo ws, ” beginning on page 353 For instructions, see “Using the Sample
Workflows” on page 130.
For general information on building workflows, see “Basic Steps for
Building a Workflow” beginning on page 71.
3Com IP Contact Center Workflow Builder User’s Guide 25
Chapter 1: Workflow Basics
About Levels of Assistance
The 3Com IP Contact Center prioritizes a contact based on the level of
assistance the contact requires. Each level of assistance has different
resource requirements and treatment methods. The following table
describes the levels of assistance and the workflow types that run for each
level. For descriptions of the different workflow types, see “About
Work fl ow Type s” beginning on page 28.
Level of
assistance Description
Immediate For customers who require assistance as soon as possible.
Immediate-assistance contacts typically include Web
collaboration requests, phone calls, and escalated e-mail
messages (including e-mail messages with links for voice
messages and callback requests).
Deferred For customers who need assistance but are willing to wait.
Because these customers expect a response within a finite
period of time, automatic escalation to immediate assistance
ensures that their expectations are met in an effective and
timely manner. Deferred-assistance contacts include callback
requests, e-mail messages, and voice messages.
Self-service For customers who want to get information themselves while
maintaining the option of being escalated to deferred or
immediate assistance to complete their transactions. In the
3Com IP Contact Center system, self-service contacts include
contacts handled by informational announcements, including
the 3Com interactive voice response (IVR) capability, and
information posted on a Web site.
Workflow
types
Voice
E-mail
Web
User
E-mail
Voice
E-mail
Web
Note: Callback requests and voice messages are delivered to agents as links in
e-mail messages.
26 3Com IP Contact Center Workflow Builder User’s Guide
About Deployment Types
A workflow’s deployment type is based on the workflow’s primary
function. The following table lists the deployment types and their associated
workflow types. Although this table also describes the primary functions of
the workflows, these workflow types can perform many additional
functions. For example, the ListenVoiceMessages.xml sample workflow, a
workflow that manages voice messaging functionality, is of the deployment
type Not applicable and the workflow type voice, and the RecordPrompt.xml
sample workflow, the workflow used to create and manage audio files, is of
the deployment type user selector and the workflow type voice.
Note: You use 3Com IPCC Administrator to associate a new workflow with its
deployment type. For more information, see “About Workflow Associations” on
page 37.
Deployment type Workflow type Primary function of the workflow
About Deployment Types
User selector Voice Classifying an immediate-assistance contact and
matching the contact with an agent.
E-mail (immediate
assistance) or Web
Inbound
(also known as
Direct)
Outbound Voice Connecting a user by phone to someone outside the
Internal Voice or Web Connecting a user to another user when one of the
Not applicable Voice Handling a voice contact that arrives at the
Voice or Web Connecting a caller or Web collaboration participant
E-mail (deferred
assistance)
User Logging the user on to the 3Com IPCC Desktop and
Classifying an immediate-assistance contact and
matching the contact with an agent.
directly to a specified agent.
Classifying and routing deferred e-mail, voice
message, and callback contacts.
3Com IP Contact Center.
following occurs:
■ A user makes a call to another user.
■ A user joins a Web collaboration session with
another user.
3Com IP Contact Center but does not match the
criteria required to run a workflow of any other
deployment type—for example, see
“UnrecognizedVoice.xml” on page 364.
tracking the user (if an agent) as the handler of
immediate-assistance contacts while the user is
logged on to the system.
For descriptions of the workflow types, see “About Workflow Types” on
page 28.
3Com IP Contact Center Workflow Builder User’s Guide 27
Chapter 1: Workflow Basics
The following table shows the deployment types available for each of the
workflow types:
Deployment type
Workflow type
Voice X X X X X
E-mail (immediate assistance) X
E-mail (deferred assistance) X
Web X X X
User X
For descriptions of the deployment types by workflow type, see the next
section. For instructions for building a workflow, see “Building a New
Workflow” on page 73. For examples of workflows for the different
deployment types, see Chapter 4, “Sample Workflows,” beginning on
page 353.
About Workflow Types
There are four types of workflows: voice, e-mail, Web, and user. A
workflow’s type, along with its deployment type and level of assistance,
determines the functions that the workflow performs.
User
selector Inbound Outbound Internal
Not
applicable
The voice, e-mail, and Web workflow types are collectively known as contact
workflow types—individually, the contact-type workflows are named for
the media by which contacts access the 3Com IP Contact Center voice
workflows, e-mail workflows, and Web workflows.
Contact workflows—workflows that run for the contact workflow types—
include the immediate-assistance voice, immediate-assistance e-mail,
deferred-assistance e-mail, and immediate-assistance Web workflows. The
contacts that these workflows run for are often referred to as voice contacts,
e-mail contacts, and Web contacts.
Workflows that run when users log on to the 3Com IP Contact Center are of
the user workflow type.
Workflows are also identified by the level of assistance they require. For
example, a workflow type of voice with a level of assistance of immediate is
called an immediate-assistance voice workflow.
28 3Com IP Contact Center Workflow Builder User’s Guide
About Workflow Types
Workflows referred to collectively as immediate-assistance contact workflows
include only the three immediate-assistance workflows: immediateassistance voice, immediate-assistance e-mail, and immediate-assistance
Web .
Voice workflows usually run at the hub or node at which the contact arrives.
(For exceptions to this, see “About Emergency Default Routing” on
page 36.) User workflows run at the node the user logs on to. E-mail and
Web workflows run at the location of the corresponding e-mail and Web
collaboration servers. (Typically, these servers are located at the hub.)
The following topics provide you with information about the voice, e-mail,
Web a nd U ser wo rkf low typ es :
■ Voi c e Wor k f lo w s
■ E-mail Workflows
■ Web Wo rkf low s
■ User Workflows
For examples of workflows by type, see Chapter 4, “Sample Workflows,”
beginning on page 353 For information about levels of assistance and
deployment types, see “About Levels of Assistance” on page 26 and “About
Deployment Types” on page 27.
Voice Workflows
Workflows of the voice workflow type (also known as voice workflows) tell
the system how to match voice contacts with agents, process voice contacts,
and control system-level behaviors. They can also be used to create audio
files that can be used by the system as prompts, system announcements,
percolation sounds, and whisper tones.
Voice workflows usually require immediate assistance. (For more
information, see “About Levels of Assistance” on page 26.)
A voice contact is a phone call that arrives at the 3Com IP Contact Center in
one of the following ways:
■ A customer calls in to the 3Com IP Contact Center.
■ A customer calls a specific user.
■ A user calls someone outside the 3Com IP Contact Center.
■ A user calls another internal user.
3Com IP Contact Center Workflow Builder User’s Guide 29
Chapter 1: Workflow Basics
A voice workflow provides the basic functions described in the following
table.
Deployment
type Description
User selector Classifies a contact and matches it with the most appropriate agent, at
Inbound Routes a Direct Inward Dialing (DID) call directly to the specific agent the
Outbound Routes a call from a user to a phone outside the 3Com IP Contact Center.
Internal Routes a call from one user to another.
Not applicable Handles a voice contact that arrives at the 3Com IP Contact Center when
When you modify a voice workflow, the original workflow remains in
memory and running for all active voice contacts until the contacts end or
a new workflow starts for an active voice contact. The modified version
of the workflow runs when a new voice contact arrives at the
3Com IP Contact Center or a new workflow starts for an active voice
contact.
which time the agent handles the contact. This workflow tracks the
contact through its lifetime, even if the agent forwards or transfers the
contact or establishes a conference call with the caller and a third party.
customer is calling.
the number that was dialed is not recognized by the system as either a
routed entry point or a user’s phone number. For information about entry
points, see “About Target Addresses” on page 37.
For examples of voice workflows, see Chapter 4, “Sample Workflows,”
beginning on page 353
E-mail Workflows
Workflows of the e-mail workflow type (also known as e-mail workflows) run
for immediate-assistance and deferred-assistance e-mail messages, callback
requests, and voice messages (callback requests and voice messages are
delivered to agents as links in e-mail messages). All e-mail messages,
callback requests, and voice messages start as deferred-assistance e-mail
contacts; after they are classified, they can be escalated to immediate
assistance, if necessary.
A deferred-assistance contact is received in one of the following ways:
■ As an e-mail contact. A customer sends an e-mail message to the
■ As a voice message contact. A caller leaves a voice message, and an
3Com IP Contact Center.
e-mail message is created that contains a link to the voice message.
30 3Com IP Contact Center Workflow Builder User’s Guide
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