Adding new workflows

The following explains the procedure for adding new workflows to IVR Routing. For examples of workflows that ship with IVR Routing, see "IVR Routing workflow samples", and "IVR Routing default workflow and subroutines".

For information on using Dynamic RAD messages in workflows, see "Dynamic RAD messages".

To create a workflow
  1. Click IVR Routing > Workflows.
  2. Click Add > Voice, and select either Inbound, Outbound, RAD, Inqueue, Media, or Agent.
  3. In the Properties pane, type a Name for the workflow. The Name must be unique.
  4. Type a System Name for the workflow. The System Name must be unique.
  5. To disable validation, enabling you to save a workflow with configuration errors or stop a valid workflow from being executed, deselect the Validate workflow check box.
  6. Select the Designer tab and, from the Toolbox, drag and drop activities to the Workflows Canvas.
    Note:

    Inbound and RAD workflows must begin with an Answer activity if you intend to play a message or collect digits. Inbound, and Outbound, and RAD workflows must end with a Hang Up activity if they do not end with a Transfer activity.

  7. To assign the workflow to a device, see "Associating workflows to devices".
    Note:

    All workflow configuration errors must be corrected before workflows can be assigned to devices. For more information, see "Troubleshooting workflow configuration with the Validation button".

  8. Click Save.
Parent topic: Building workflows
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