• Article

Creating a One-Level Interactive Workflow

Topic Last Modified: 2009-05-22

When you create a One-Level Interactive workflow you can choose a welcome message for the workflow, the music to play when users are on hold, and the hours that the workflow is available.

A One-Level Interactive workflow routes calls using Interactive Voice Response (IVR). You can specify a question that callers hear that has two possible answers. Depending on the caller’s response to the question, the call is routed to the appropriate queue. For details about IVR design, see Designing Call Flows By Using Interactive Voice Response.

You can use a .wav file for some settings, such as the welcome message or the music that is played when users are on hold. For details about supported .wav file formats, see WAV File Requirements.

Note

Every workflow must be associated with a Contact object. Contact objects are Active Directory objects that have a Session Initiation Protocol (SIP) Uniform Resource Identifier (URI) address associated with them and are created using the RGSCOT.exe command-line tool. Each Contact object can be associated with only one workflow. You must create the Contact object before you create the workflow. For details, see Creating a Contact Object.

To create a One-Level Interactive workflow

  1. Log on as a member of the RTCUniversalServerAdmins.

  2. Open a Web browser, and then connect to https://server-FQDN/rgs/deploy/default.aspx where server-FQDN is the fully qualified domain name (FQDN) of the server that is running the Response Group Service.

  3. Next to the One-Level Interactive Template description, click Create.

  4. (Optional) If you are not ready for users to start calling the workflow, clear the Activate the workflow check box.

  5. In the Select the address of the group that will receive the calls box, click the address of the group that you want to answer calls to the workflow.

    Note

    Each address is associated with a Contact object. The list includes the addresses of all Contact objects that are not already in use.

  6. (Optional) In the Description box, type a description for the workflow that you want to appear on the Office Communicator contact card.

  7. Under Step 2 Select your Language, click the language that you want to use for text-to-speech and speech recognition.

    Note

    To select a language, the corresponding language pack must already be installed and registered on the server. For details about language packs, see Installing Language Packs in the Deploying the Response Group Service documentation.

  8. If you want to set a welcome message, under Step 3 Configure a Welcome Message, click the Play a welcome message check box, and then do one of the following:

    • To enter the welcome message as text, click Use text-to-speech, and then type the welcome message in the text box.

      Note

      You cannot use HTML tags in your text input. If you do this, you will receive an error message.

    • To use a .wav file recording for the welcome message, click Select a recording. If you do not want to use the file that is currently loaded, click the a recording link. In the new browser window, click Browse, select the.wav file that you want to use, and then click Open. Click Upload to load the .wav file, and then type the welcome message in the text box.

      Note

      All user-provided .wav files must meet certain requirements. For details about supported .wav file formats, see WAV File Requirements.

  9. Under Step 4 Specify Your Availability, in the Your time zone box, click the time zone of the workflow.

    Note

    The time zone is the time zone where the callers and agents of the workflow reside. It is used to calculate the open and close hours. For example, if the workflow is configured to use the Eastern Time zone and the workflow is scheduled to open at 7:00 and close at 11:00, the open and close times are assumed to be 7:00 Eastern Time and 11:00 Eastern Time respectively.

  10. To define when the workflow is available, in the Preset schedules box, click one of the preset schedules, and then modify the hours in the Open and Close boxes as needed.

    Note

    When you click a preset schedule, you fill in the Open and Close boxes with the preset schedule hours. You can then modify the schedule hours as needed. The hours of operation are in 24-hour format. For example, if your office works a 9-to-5 work day and closes at noon for lunch, this can be represented as Open 9:00, Close 12:00, Open 13:00, and Close 17:00.
    If you do not want to use one of the preset schedules, you can leave the Preset schedules box blank, and then set the Open and Close settings manually.

  11. In the Standard holiday lists section, click the check box next to the holiday set that you want to use for the workflow.

    Note

    Holiday sets are a list of holidays that an administrator can set up for the server pool. The holiday set contains the open and close times for each holiday in the holiday set. The holiday set hours override the workflow hours of operation. For details about holiday sets, see Creating a Holiday Set in the Deploying the Response Group Service documentation.

  12. If you want to play a message when the office is not open, click the Play a message when the workflow is not scheduled to be open check box, and then do the following:

    1. Specify the message to play when the office is closed as follows:

      • To enter the message as text, click Use text-to-speech, and then type the message in the text box.

        Note

        You cannot use HTML tags in your text input. If you do this, you will receive an error message.

      • To use a .wav file recording for the message, click Select a recording. If you do not want to use the file that is currently loaded, click the a recording link. In the new browser window, click Browse, select the.wav file that you want to use, and then click Open. Click Upload to load the .wav file, and then type the message in the text box.

        Note

        All user-provided .wav files must meet certain requirements. For details about supported .wav file formats, see WAV File Requirements.

    2. Specify what to do after the message is played:
      • To disconnect the call, click Disconnect call.
      • To forward the call to voice mail, click Forward to voice mail, and then type the voice mail address. The format for the voice mail address is username@domainname (for example, bob@contoso.com).
      • To forward the call to another user, click Forward to SIP URI, and then type the address of the user. The format for the user address is username@domainname.
      • To forward the call to another telephone number, click Forward to telephone number, and then type the telephone number. The format for the telephone number is number@domainname (for example, +14255550121@contoso.com).

  13. Under Step 5 Configure Music on Hold, choose what music you want callers to listen to while waiting for an agent by doing one of the following:

    • To use the default music on-hold recording, click Use default.

    • To use a .wav file recording for the on-hold music, click Select a music. If you do not want to use the file that is currently loaded, click the a music link. In the new browser window, click Browse, select the.wav file that you want to use, and then click Open. Click Upload to load the .wav file.

      Note

      All user-provided .wav files must meet certain requirements. For details about supported .wav file formats, see WAV File Requirements.

  14. Under Step 6 Configure Interactive Voice Response, in the Question section, specify the question to ask callers as follows:

    • To enter the question in text format, click Use text-to-speech, and type the question in the text box. The question is converted using text-to-speech technology.

      Note

      You cannot use HTML tags in your text input. If you do this, you will receive an error message.

      Note

      The “#” symbol is translated by the text-to-speech engine as the word “number”. If you need to refer to the # key, you should use the key name, rather than the symbol, in your prompt. For example, To talk to sales, press the pound key.

    • To use a prerecorded .wav file that contains the question, click Select a recording, and then click the a recording link. In the new browser window, click Browse, select the.wav file, and then click Open. Click Upload to load the file, and then type the question in the text box (this enables the question, and the caller’s response, to be forwarded to the responding agent).

      Note

      All user-provided .wav files must meet certain requirements. For details about supported .wav file formats, see WAV File Requirements.

  15. Under Response 1, specify the first possible answer to the question by doing the following:

    Note

    You can choose to allow callers to answer using speech, keypad input, or both.

    • If you want to allow the caller to respond using speech, enter the answer in the Enter a voice response box.
    • If you want to allow the caller to respond by pressing a keypad, in the Digit box, click the keypad digit.

  16. In the Select a queue box, click the queue that you want to send the caller to.

  17. Under Response 2, repeat steps 15 and 16 to specify the second possible answer to the question.

  18. Click Deploy.