Default Record Agent Greeting Workflow

The Record Agent Greeting workflow manages the recording and saving of agent greeting messages. When an agent clicks the 'Record' button in Ignite, the workflow is triggered and the system places a call to the agent's extension and plays an interactive voice menu for message recording. When the message is successfully recorded, the system saves the message and makes it available to the agent to assign to a queue.

This workflow appears on the media server configuration page, and is only activated if agent greeting is enabled on the site to which the media server belongs. For more information on enabling agent greeting, see "Adding sites".

For a complete view of the workflow’s activity and operations, expand the entire workflow and all annotations.

To expand the workflow
  • Click the Expand All button.
To expand all annotations
  • Right-click the workflow and select Annotations… > Show all.

Description

The first step in this workflow is a Make Call activity. The Make Call activity checks the value of the <<Agent DN>> variable (that is, the dialable number associated with the agent who clicks the 'Record' button in Ignite), and routes a call to that DN.

Note:

Optionally a name and number can be assigned to the Make Call activity for visibility in real-time monitors. For more information, see "Configuring the Make Call activity".

The next step depends on the result when the Make Call activity calls the destination:
  • If the call to the destination times out, the call routes through the No Answer branch
  • If the destination is busy, the call routes through the Destination Busy branch
  • If the destination does not match an existing phone number, the call routes through the Invalid Destination branch
  • If the Make Call activity encounters a failure and does not make the call, the call routes through the Failure branch
  • If the destination answers, the call routes through the Success branch

The Success branch contains a Record activity. The Record activity allows the agent to record a .wav file. For detailed information on configuring the Record activity, see "Configuring the Record activity".

The Record activity contains three branches:
  • Save branch
  • Discard branch
  • Review branch

The Discard and Review branches are standard Record activity branches.

The Record activity’s Save branch contains a Save Agent Greeting activity that saves the recording to the Enterprise Server, and a Play activity that informs callers that the recording has been saved.

The final activity in the workflow is the Hang up activity, which ends the call.

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