In this Lab, we will go through the tasks that are required to add additional functionality to the flow by adding a Menu and Queue treatment to the call.

Table of Contents

Overview

Lab Objective

  • This lab is designed to help you configure a Menu step in the call flow along with Queue Treatment. We will also configure counters and Opt-outs within the queue, along with Callbacks.
  • At the end of this lab, you should be able to hear the Menu prompt, and Opt-out of queue settings in the flow, and send a courtesy callback call to the customer by picking a ready agent.

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 2 - Adding Menu and Queue Treatment

The following video outlines the process of adding a Menu and Queue Treatment to the flow.

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.

VIDEO TIMESTAMPS

00:00 — 1:04 — Overview

1:04 — 2:45 — Team and Queue Creation - This is a Dummy Team to test “Queued” Calls

2:46 — 8:04 — Flow Demonstration & Overview Skip to 8:05 if you want to view step by step

8:05 — 20:30 — Step by Step - Setup The Menu Block, Queue Block, Opt Out Menu, Callback steps

20:35 — 21:21 — Attach the Flow to the Entry Point Routing Strategy

21:21 - End

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

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

Steps

1. Copy out the flow and configure the advanced flow

  • Open the Portal > Routing Strategy > Flow page.
  • Copy the existing flow flow_Lab1_Task2 and edit the copied flow - name it Flow_Lab2_<ID>
  • Edit the flow to go into flow designer.
  • Ensure that you configure the Menu steps with a 3 option - 2 queue, 1 Blind Transfer step.
  • Ensure you configure all the fields in the menu step including the prompts and the entry timeout (requires you to explore all options on the step).
  • Ensure you configure all the blind transfer location to Cisco Toll Free : +18005536387 Note: This will actually connect you to the live toll free number!

Important TIP on the MENU Block

Make all Menu Steps Interruptible by default - This gives callers an option to bypass the prompt. It is a small checkbox on the Menu Step.

In the Menu Block > Advanced Settings > Entry Timeout = Make it 10 Seconds - This gives callers enough time to complete the DTMF (digit) entry.

2. Configure Dummy Queue to Exercise Opt-Out Options

  • Open the Portal > Provisioning > Queue.
Configuration field Value
Name Queue_Dummy_<ID>
Channel Type Telephony
—-Contact Routing Settings—  
Queue Routing Type Longest Available Agent
Call Distribution <Add team>
Service Level Threshold 20
Maximum Time in Queue 7200
Time Zone Default

You can Skip to 08:00 in the Video to Start Building the Flow Out by following the video

3. Configure the Queue Treatment loop and Opt Out and Callback steps

  • In Flow Designer - Configure the Queue treatment for the first queue. Use the queueCounter variable and configure the Opt out steps including the high volume message and the callback step.
  • Configure the voicemail destination to the same external number above. Validate the flow and publish it.

4. Plug In New Flow into Routing Strategy

  • Go to the routing Strategy page > Routing Strategy > EntryPoint_CiscoLive_<ID>
  • Once the flow is published, configure the Entry Point Routing strategy to point to the new flow Flow_Lab2_<ID>

5. Test the end to end flow

  • Login to the agent desktop and go Idle (Not Ready)
  • Test Queue treatment by going not ready on the agent desktop.
  • Call the main number on the entry point and go into the queue. You should hear the queue twice and then have an option to leave a callback.
  • leave the callback and the call should end.

6. Execute the Callback

  • Have the agent go ready after you left a callback.
  • They should receive the callback call.

Congratulations! You’re done!

You are now ready to start the next Lab!

Lab 3: Add Advanced HTTP Request Capabilities

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