Activities available in IVR Routing
The following table lists the activities used to create IVR Routing workflows and subroutines. The table lists the activity, shows the activity's icon, and lists the activities' availability according to workflow and subroutine type. The table also contains links to the configuration procedures for each activity.
Activity availability varies depending on whether you are licensed for Messaging and Routing or IVR. For detailed licensing information, see the MiContact Center Business and MiVoice Analytics System Engineering GuideMiContact Center Business System Engineering Guide.
| Activity Name | Icon | Details |
|---|---|---|
| Add Dial Out of Queue Option |  |
Available in Media workflows Available in Media subroutines For configuration procedures, see "Configuring the Add Dial Out of Queue Option activity" |
| ANI |
|
Available in Inbound, Inqueue and Agent workflows Available in Inbound, Management, Callback Inbound, and Agent subroutines Available in Inbound, Inqueue, Agent, and Media workflows Available in Inbound, Agent, Media, Management, UPiQ, and Callback Inbound subroutines For configuration procedures, see "Configuring the ANI activity". |
| Answer |
|
Available in Inbound and RAD workflows Available in Inbound, RAD, Management, UPiQ, Callback Inbound, and Agent subroutines Available in Inbound workflows Available in Inbound, Management, UPiQ, and Callback Inbound subroutines For configuration procedures, see "Configuring the Answer activity". |
| Callback Request |
|
Available in Inbound workflows Available in Inbound and UPiQ subroutines For configuration procedures, see "Configuring the Callback Request activity". |
| Collect Digits |
|
Available in Inbound and Outbound workflows Available in Inbound, Outbound, Management, UPIQ, and Callback Inbound subroutines For configuration procedures, see "Configuring the Collect Digits activity". |
| Conference |
|
Available in Outbound workflows Available in Outbound subroutines For configuration procedures, see "Configuring the Conference activity". |
| Connect to Caller |
|
Available in Inqueue workflows For configuration procedures, see "Configuring the Connect to Caller activity". |
| Date Time Validation |
|
Available in Callback Inbound subroutines For configuration procedures, see "Configuring the Date Time Validation activity". |
| Delay |
|
Available in Inbound, Outbound, RAD, Inqueue, and Agent workflows Available in Inbound, Outbound, RAD, Management, UPiQ, Callback Inbound, Agent subroutines Available in Inbound, Outbound, Inqueue, Agent, and Media workflows Available in Inbound, Outbound, Agent, Media, Management, UPiQ, and Callback Inbound subroutines. For configuration procedures, see "Configuring the Delay activity". |
| DNIS |
|
Available in Inbound, Outbound, Inqueue, and Agent workflows Available in Inbound, Outbound, Management, UPiQ, Callback Inbound, and Agent subroutines Available in Inbound, Outbound, Inqueue, Agent, and Media workflows Available in Inbound, Outbound, Agent, Media, Management, and Callback Inbound subroutines For configuration procedures, see "Configuring the DNIS activity". |
|
Available in Inbound, Outbound, RAD, Inqueue, and Agent workflows Available in Inbound, Outbound, RAD, Management, UPiQ, Callback Inbound, and Agent subroutines Available in Inbound, Outbound, Inqueue, Agent, and Media workflows Available in Inbound, Outbound, Agent, Media, Management, UPiQ, and Callback Inbound subroutines For configuration procedures, see "Configuring the Email activity". |
|
| Employee Control |
|
Available in Inbound, Outbound, Inqueue, Agent, and Media workflows Available in Inbound, Outbound, Management, UPiQ, Callback Inbound, Agent, and Media subroutines. |
| Execute |
|
Available in Inbound, Outbound, RAD, Inqueue, and Agent workflows Available in Inbound, Outbound, RAD, Management, UPiQ, Callback Inbound, and Agent subroutines Available in Inbound, Outbound, Inqueue, Agent, and Media workflows Available in Inbound, Outbound, Agent, Media, Management, UPiQ, and Callback Inbound subroutines For configuration procedures, see "Configuring the Execute activity". |
| Go To |
|
Available in Inbound, Outbound, RAD, Inqueue, and Agent workflows Available in Inbound, Outbound, RAD, Management, UPiQ, Callback Inbound, and Agent subroutines Available in Inbound, Outbound, Inqueue, Agent, and Media workflows Available in Inbound, Outbound, UPiQ, Agent, Media, Management, UPiQ, and Callback Inbound subroutines For configuration procedures, see "Configuring the Goto activity". |
| Hang Up |
|
Available in Inbound, Outbound, and RAD workflows Available in Inbound, Outbound, RAD, Management, UPiQ, and Callback Inbound subroutines Available in Inbound, Outbound, and Media workflows Available in Inbound, Outbound, Media, Management, UPiQ, and Callback Inbound subroutines For configuration procedures, see "Configuring the Hang up activity". |
| Hold State |
|
Available in Inbound workflows Available in Inbound subroutines For configuration information, see "Configuring the Hold State activity". |
| Hunt Group |
|
Available in Inbound, RAD, and Inqueue workflows Available in Inbound, RAD, and Callback Inbound subroutines For configuration procedures, see "Configuring the Hunt Group activity". |
| Interflow |
|
Available in Inqueue workflows For configuration information, see "Configuring the Interflow activity" |
| Language |
|
Available in Inbound, Outbound, RAD, and Inqueue workflows Available in Inbound, Outbound, RAD, Management, UPiQ, and Callback Inbound subroutines Available in Inbound, Outbound, Inqueue, and Media workflows Available in Inbound, Outbound, Media, Management, UPiQ, and Callback Inbound subroutines For configuration procedures, see "Configuring the Language Activity". |
| Make Call |
|
Available in Outbound workflows. Available in Outbound subroutines For configuration procedures, see "Configuring the Make Call activity". |
| Management |
|
Available in Inbound workflows Available in Inbound, Management, and Callback Inbound subroutines For configuration procedures, see "Configuring the Management activity". |
| Menu |
|
Available in Inbound and Outbound workflows Available in Inbound, Outbound, Management, UPiQ, and Callback Inbound subroutines Available in Inbound and Outbound workflows Available in Inbound, Outbound, Management, UPiQ, and Callback Inbound subroutines For configuration procedures, see "Configuring the Menu activity". |
| Mode of Operation |
|
Available in Inbound workflows Available in Inbound and Management subroutines For configuration procedures, see "Configuring the Mode of Operation activity". |
| Offer to Agent |
|
Available in Inqueue workflows For configuration procedures, see "Configuring the Offer to Agent activity" |
| Offer To Agent Group |
|
Available in Inqueue workflows For configuration procedures, see "Configuring the Offer to Agent Group activity" |
| Offer to Preferred Agent |
|
Available in Inqueue workflows For configuration procedures, see "Configuring the Offer to Preferred Agent activity". |
| Play |
|
Available in Inbound, Outbound, RAD, Inqueue, and Agent workflows Available in Inbound, Outbound, RAD, Management, UPiQ, Callback Inbound, and Agent subroutines Available in Inbound, Outbound, Inqueue, Agent, and Media workflows Available in Inbound, Outbound, Agent, Media, Management, UPiQ, and Callback Inbound subroutines For configuration procedures, see "Configuring the Play activity". |
| Query |
|
Available in Inbound, Outbound, RAD, Inqueue, and Agent workflows Available in Inbound, Outbound, RAD, Management, UPiQ, Callback Inbound, and Agent subroutines Available in Inbound, Outbound, Inqueue, Agent, and Media workflows Available in Inbound, Outbound, Agent, Media, Management, UPiQ, and Callback Inbound subroutines For configuration procedures, see "Configuring the Query activity". |
| Queue |
|
Available in Inbound, Outbound, RAD, Inqueue, and Agent workflows Available in Inbound, Outbound, RAD, UPiQ, Callback Inbound, and Agent subroutines Available in Inbound, Outbound, Inqueue, Agent, and Media workflows Available in Inbound, Outbound, Agent, Media, UPiQ, and Callback Inbound subroutines For configuration procedures, see "Configuring the Queue activity". |
| Queue Control |
|
Available in Management subroutines For configuration procedures, see "Configuring the Set Queue State activity". |
| Record |
|
Available in Inbound workflows Available in Inbound, Management, UPiQ, and Callback Inbound workflows For configuration procedures, see "Configuring the Record activity". |
| Redirect |
|
Available in Inbound and Agent workflows Available in Inbound, Management, Callback Inbound, and Agent subroutines Available in Inbound, Inqueue, Agent, and Media workflows Available in Inbound, Agent, Media, Management, and Callback Inbound subroutines For configuration procedures, see "Configuring the Redirect activity". |
| Retrieve Callback |
|
Available in Outbound workflows Available in Outbound subroutines For configuration procedures, see "Configuring the Retrieve Callback activity". |
| Rules |
|
Available in Inbound, Outbound, RAD, Inqueue, and Agent workflows Available in Inbound, Outbound, RAD, Management, UPiQ, Callback Inbound, and Agent subroutines Available in Inbound, Outbound, Inqueue, Agent, and Media workflows Available in Inbound, Outbound, Agent, Media, Management, UPiQ, and Callback Inbound subroutines For configuration procedures, see "Configuring the Rules activity". |
| Save Agent Greeting |
|
Available only in the Default Record Agent Greeting workflow For configuration procedures, see "Configuring the Save Agent Greeting activity". |
| Save Callback |
|
Available in Inbound, Outbound, RAD, Inqueue, and Agent workflows Available in Inbound, Outbound, RAD, UPiQ, Management, Callback Inbound, and Agent, subroutines Available in Inbound, Outbound, Inqueue, Agent, and Media workflows Available in Inbound, Outbound, Agent, Media, Management, UPiQ, and Callback Inbound subroutines For configuration procedures, see "Configuring the Save Callback activity". |
| Schedule |
|
Available in Inbound, Outbound, RAD, and Inqueue workflows Available in Inbound, Outbound, RAD, UPiQ, and Callback Inbound subroutines Available in Inbound, Outbound, Inqueue, Agent, and Media workflows Available in Inbound, Outbound, Agent, Media, Management, UPiQ, and Callback Inbound subroutines For configuration procedures, see "Configuring the Schedule activity". |
| Set Device Mode of Operation |
|
Available in Management subroutines For configuration procedures, see "Configuring the Set Device Mode of Operation activity". |
| Set System Mode of Operation |
|
Available in Management subroutines For configuration procedures, see "Configuring the Set System Mode of Operation activity". |
| Set Variables |
|
Available in Inbound, Outbound, RAD, and Inqueue workflows Available in Inbound, Outbound, RAD, Management, UPiQ, and Callback Inbound subroutines Available in Inbound, Outbound, Inqueue, Agent, and Media workflows Available in Inbound, Outbound, Agent, Media, Management, UPiQ, and Callback Inbound subroutines For configuration procedures, see "Configuring the Set Variables activity". |
| SMS |
|
Available in Inbound, Outbound, RAD, Inqueue, and Agent workflows Available in Inbound, Outbound, RAD, Management, UPiQ, and Callback Inbound subroutines Available in Inbound, Outbound, Inqueue, Agent, and Media workflows Available in Inbound, Outbound, Agent, Media, Management, UPiQ, and Callback Inbound subroutines For configuration procedures, see "Configuring the SMS activity IVR" |
| Subroutine |
|
Available in Inbound, Outbound, RAD, Inqueue, and Agent workflows Available in Inbound, Outbound, RAD, Management, UPiQ, Callback Inbound, and Agent subroutines Available in Inbound, Outbound, Inqueue, Agent, and Media workflows Available in Inbound, Outbound, Inqueue, Agent, Media, Management, UPiQ, and Callback Inbound subroutines For configuration procedures, see "Configuring the Subroutine activity". |
| Swap Prompt |
|
Available in Management subroutines For configuration procedures, see "Configuring the Swap Prompt activity". |
| Terminate Workflow |
|
Available in Inqueue workflows For configuration procedures, see "Configuring the Terminate activity". |
| Transfer |
|
Available in Inbound, Outbound, and Inqueue workflows Available in Inbound and Outbound workflows Available in Inbound, Outbound, Management, and Callback Inbound subroutines For configuration procedures, see "Configuring the Transfer activity". |
| Variable Compare |
|
Available in Inbound, Outbound, RAD, Inqueue, and Agent workflows Available in Inbound, Outbound, RAD, Management, UPiQ, Callback Inbound, and Agent Available in Inbound, Outbound, Inqueue, Agent, and Media workflows Available in Inbound, Outbound, Agent, Media, Management, UPiQ, and Callback Inbound subroutines For configuration procedures, see "Configuring the Compare Variables activity". |
