Media Activities

The following table describes the details of the various Media activities supported in the Workflow Canvas:

Table 1. Media Activities
Activity Name Icon Description

Dial menu

Dial menu activity

This activity offers a caller a menu of options, prompting the caller to select service options by entering a configured digit or speaking a response. For example, "Press or say 1 for service and 2 for sales." The workflow will branch to different activities depending on the caller's selection.

Greeting

Greeting activity

This activity allows a caller to provide input by entering a digit or speaking a response, similar to the Dial menu activity.

It allows the workflow to collect input from the caller and then process that input for cases that don’t require a selection menu—for example, collecting speech from the caller and passing it to an AI Chatbot.

Dial by name

Dial by name activity

This activity allows customers to find a specific employee in your company directory and then be automatically transferred to that person. Customers search the directory by entering two or more characters in the user’s name through the customer’s telephone keypad or by speaking the user's name. It is possible to exclude users such as the company CEO from the search results.

Transfer

Transfer activity

This activity transfers an active call to the provided destination.

If the call is being transferred to a MiCC queue, data can be sent to MiCC along with it. See the Send MiCC Data activity for more information.

Make call

Make call activity

This activity makes an outbound call to the configured destination from another device. Passing in an alternate From Name to the Make Call activity can override the calling party name.

Answer

Answer activity

This activity answers an inbound, ringing call. It is typically used with an Endpoint Ringing trigger.

Hang up call

Hang up call activity

This activity ends an active call being handled by the workflow.

Record audio message

Record audio message activity

This activity lets the caller record a short audio message for the configured number of seconds. A beep tone will play, and the caller can record a message. The activity can be configured to hang up the call after the recording completes or allow the call to continue.

Get call tag

Get call tag activity

Voice calls can be tagged with identifying information, such as data about the caller, that is looked up and attached to the call. This activity retrieves data for a specific call, which can be used in the workflow.