In this Lab, we will go through the tasks that are required to setup a Simple flow and make a test call into the Contact Center.

Table of Contents

Overview

Lab Objective

  • This lab is designed to help you to make an end to end test call into the contact center.
  • The lab contains material to send a test call from the caller (customer) to the agent desktop using a Simple Flow.

Pre-requisites

  • You have an assigned POD and Attendee ID (Refer to your Lab Details).
  • You have the customer admin login credentials.
  • You have the calling DNIS.
  • You have the agent’s extension number.
  • Prompt Wav files are uploaded, TEAM, SITE and USER are created.

Control hub: https://admin.webex.com\

Portal: https://portal.wxcc-us1.cisco.com/portal\

Agent Desktop: https://desktop.wxcc-us1.cisco.com/

Mailinator (Can Be Used to Create a New User user@mailinator.com): https://www.mailinator.com/

Lab

Video: Lab 1 - Setting up a Simple Flow

The following video outlines the process to create a simple flow. The video uses a generic example.

You will use the naming convention of EntryPoint_CL_Lab_<ID> where <ID> is your attendee ID provided. This is to keep a track of all the configuration created end to end.

E.g: If you are attendee 123 you would use EntryPoint_CL_Lab_123

The video serves as a reference. View detailed steps in text below.

Task 1 - Timestamps

00:00 - 1:24 — Overview

1:24 - 2:50 — Upload Wav Files

2:50 - 5:27 — Flow Creation

5:28 - 6:52 — Entry Point Creation

6:52 - 11:42 —Routing Strategy Creation

11:43 - 13:08 — DN — EP Mapping

13:09 - 13:57 — Troubleshoot & Test the flow

Task 2 - Timestamps

13:58 - 14:14 — Overview

14:15 - 15:11 — Site Creation

15:12 - 16:54 — Team Creation

16:55 - 18:34 —- Queue Creation

18:35 - 21:33 — Flow Creation

21:34 - 25.22 — Troubleshoot & Test the Flow

User Role Contents Extension-DN Allotted
Admin admin1pod<POD>@email.carehybrid.com 3001

NOTE: Your <POD> is your POD ID allocated.

Steps

1. Verify that your users are ready to login

Note: Go to Provisioning -> Users to check the Site that the user admin1pod__@email.carehybrid.com is assigned to. And create the Team_CiscoLive under the right Site.

  • If you would like to Create a Team, create the Team under that Site - and assign the Team to the Agent.
  • Agent > Site relationship cannot be changed. So all teams will need to be created under the same site.
  • With the steps outlined in the previous lab and recap above, you should now be able to login to the agent desktop.

Only teams that are in the same site of the Agent will be visible to assign to the agent.

2. Verify your inbound numbers are correctly setup on Calling

  • The inbound Numbers need to be added on Control Hub.
  • The telephony option on the location needs to be set to Intelepeer.
  • Settings page needs to have Intelepeer configured for subsequent locations created.

3. Create an inbound Voice Entry Point and Voice Queue

  • Login to Portal and create an inbound voice entry point and voice queue. (Provisioning > Entry Point / Queue).

  • Create the Entry Point named EntryPoint_CL_Lab_<ID> where <ID> is your attendee ID provided.

  • Create the Queue named Queue_LAA_<ID> where <ID> is your attendee ID provided.

Here are the Queue Settings

Configuration field Value
Name Queue_LAA_<ID>
Channel Type Telephony
—- Contact Routing Settings —  
Queue Routing Type Longest Available Agent
Call Distribution <Add team>
—- Advanced Settings —  
Service Level Threshold 20
Maximum Time in Queue 7200
Time Zone Default
  • <ID> is your attendee ID provided.
  • Map the DN from Control Hub - that is assigned to Wx Calling - on the Entry Point Mappings page. (Proivisioning > Entry Point Mappings). Map the DN to EP_voice_wxcclab

4. Verify the Audio Prompts, Create the Entry Point flow.

  • The audio prompts required for the script build out are wav files. The whole bundle of wav files can be found here But these are already uploaded for you.

Note: Uploaded audio files are already under > Routing Strategy (from Portal) > Resources > Audio Files.

5. Configure and Publish the flow

  • Configure the flow flow_Lab1_Task1<ID> with a Play prompt - welcome message and Disconnect
  • Configure the flow flow_Lab1_Task2<ID> with a Play prompt - welcome message and queue block and play music block.
  • Configure the Queue Block to Queue_LAA_<ID>. Map the queue inside of the q ueue block.
  • Configure the play music to loop, and start 0, end 10 to play 10 seconds of music.

  • Verify and publish the flow.

  • Note: <ID> is your attendee ID provided.

6. Configure the Entry Point Routing Strategy

  • Configure the Open 24x7 routing strategy time of day on the Entry Point Routing strategy by selecting it on the Routing Strategies >EntryPoint_CL_Lab_<ID>.
  • Map the flow flow_wxcclab you just created in there.

7. OPTIONAL Download and Login in the Webex Calling app for mobile

Note: If you are outside the US, you need two Webex Calling app for placing a call to Entry Point and accepting on the agent side. In this lab, we will use the Webex Calling app for mobile for supervisor account.

  • Open the Application Manager (Play Store or App Store) on your mobile phone.

  • Search for webex calling.

  • Download and Open the app. Click Get Started.

  • Login in the app by selecting Region as North America.

  • Login using Email address supervisor_<ID>@mailinator.com and same Password as the admin account.

Note: Make sure that you give access to the phone’s microphone for the calling app.

WxCallingAndroid

8. Make a test call

  • Login to the agent desktop into Team_CiscoLive and go to a ready state.

  • Task 1 > Call the Dial number > Hear the welcome prompt and call should get disconnected.
  • Task 2 > Call the Dial number > Available agent gets connected immediately, If the Agent is not available the call is queued and music is played.

Congratulations! You’re done!

You are now ready to start the next Lab!

Lab 2: Add Menu and Queue treatment to the call

Note: If you would like to go back to the HOME PAGE, CLICK HERE

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