Creating Workflows

  • Article

[This is preliminary documentation and is subject to change. Blank topics are included as placeholders.]

A workflow defines the behavior of a call from the time the phone rings to the time somebody answers the call. The workflow can include queue and routing information, as well as interactive voice response. When you create a workflow, you do the following:

  • Create a Contact object by using the LCSCmd.exe command tool. This Contact object is later associated with the workflow. A Contact object can be associated with only one workflow.
  • Use the Response Group Configuration Tool to create the workflow. When you create the workflow, you can specify the Contact object and queue to use and in some cases other settings, such as a welcome message, music on hold, business hours, and questions that the Response Group service will ask the caller.

Note

Agent groups and queues must be created before you create a workflow that uses them.

In This Section

  • Creating a Workflow
    Explains how to create a workflow by using the Response Group Configuration Tool.
  • Creating an Agent Group
    Explains how to create an agent group, add agents to the group, and specify group settings.
  • Creating a Queue
    Explains how to create a queue, add groups to the queue, and specify queue settings.