Workflow types
Workflows are categorized into five types.
- Inbound—directs incoming calls to the agents, departments, and employees best qualified to handle their requests. Inbound workflows can also be used for self-service.
- Outbound—makes outgoing calls to external and internal numbers. Once connected, an Outbound workflow can play the connected party a greeting or ask them to enter information into IVR Routing. Outbound workflows can also transfer a connected party to a queue or agent, agent, or extension automatically or based on responses to an option menu.
Note:
Outbound workflow and extension options in YourSite Explorer are only available when licensed for IVR.
- RAD—plays RAD messages to all callers in their associated queues
- Inqueue—plays UPiQ and Estimated Wait Time messages to callers in queue
- Inqueue—determines the conditions for routing calls in queue to agents. Examples include when to requeue a call, when to overflow calls to different agent groups, when to offer calls to available agents, and when to interflow calls to different queues. Inqueue workflows are executed once calls have been delivered from the Inbound workflow to their queue destinations.
- Media—plays messages to callers in queue, such as UPiQ messages, and can provide dial out of queue options. The Media workflow runs parallel to the Inqueue workflow.
- Agent—plays messages to callers and agents when an agent accepts an incoming ACD call.
Each workflow type offers a specific selection of IVR Routing activities with which to build the workflow. For more information, see "Activities".
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