Overview of the lab

Part 1: Setup a Simple Flow and make a test call
Part 2: Adding Menu and Queue treatment to the call
Part 3: Configuring Outdial
Part 4: Advanced Scripting Steps

Introduction

Lab Objective

This lab is designed to ensure you are able to configure a voice contact end to end and receive it on the agent desktop.
The lab will also contain multiple exercises on flow designer to make you comfortable with the Webex Contact Center Flow Designer and the overall Contact Routing configuration.

IVR Prompts: We will expect you to configure static prompts which will be shared for use. You can upload these “CiscoDemo” prompts and use them for the labs. You may also keep a copy of the zip file if you want to manually upload them. In the bonus lab sections, we also share how you can convert these prompts to dynamic TTS prompts using the Text to speech connector configuration available within flow control.

Lookups, Advanced Scripting, Screen-pops: We have chosen specific areas of focus for advanced scripting topics. We have more content shared in the bonus sections on how to get other use cases configured.

Estimated Wait Time, Position in Queue, Skills Based Routing: We will cover the newer features on Webex Contact Center, including the estimated wait time/position in queue block, and skills based routing.

Pre-requisites

Before you begin this lab

The following video outlines the pre-requisites before beginning the lab. We assume that you have your Gold Tenant setup, along with the telephony option of your choice. In the video, we take the example of a Webex Calling org - but the number mapping process is similar.

Setup Webex Contact Center Button is Clicked and Greyed Out.
Users are provisioned on Control hub.
Users configured on Control Hub and assigned Licenses.
Admins have proper Webex Contact Center license.
Synchronize users is clicked.
All users visible on Portal > Users and Contact Center Enabled.
All Users that need to login to agent desktop are assigned a Site and a Team - e.g agent1,super1,agent2,super2,etc.
All agents are properly assigned Agent Profiles and Multimedia profiles. Multimedia Profiles are mandatory to login.
Control Hub, Portal and Agent Desktop URLs handy.
Admin credentials handy for Configuration.
Agent Credentials handy to Handle contacts.
External Number to Route Transfer outs, voice mail within flow : Cisco Support Helpline – +18005536387 – P.S: This will actually connect you to the live toll free number!

Note on Above Prerequisite Configuration

Login to Control Hub > Users.

Ensure the agents have the contact center license selected and are properly configured as Contact center enabled on Webex Contact center.

Ensure that they have activated the Email and are “Active” on Control Hub. Synchronize users to get any newly activated users.

Launch Portal to ensure all the users (admins, agents, supervisors) are contact center configured for testing.

Create a Site and Team: For example Site_wxcclab and Team_wxcclab

Activate the agents to be Contact Center Enabled.

Associate the Agents to the Site, Team, and Default Multimedia Profile - Default_Telephony_Profile.

Verify by Launching the Agent Desktop and logging in.

Participants can choose to download and install the WebEx Calling App for Agents, Admins or Supervisors and make on-net calls.

DOWNLOAD LOCATION

Download instructions

https://help.webex.com/en-us/n730ah9/Install-the-Webex-Calling-App

Quick Links

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

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

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

Part 1: Setup a Simple Flow and make a test call

Quick Links

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

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

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

With the steps outlined in the previous lab and recap above, you should now be able to login to the agent desktop.

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 EP_voice_wxcclab and Q_voice_wxcclab respectively.
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
You may listen to the files to get an idea of the kind of flows being constructed in the later labs.
To create a flow and have these wav files ready for use, ensure that these prompt files are already uploaded to the org.
To upload the audio files, Go to Routing Strategy (from Portal) > Resources > Audio Files and ensure that the audio files are uploaded. (Browse > New > Upload the files)
Then, you can go to flow to create the flow. Routing Strategy (from Portal) > Flow > New and create the new flow as described in the video above.

5. Configure and Publish the flow

Configure the flow flow_wxcclab with a Play prompt - welcome message and queue block and play music block.
Configure the Queue Block to Q_voice_wxcclab. Map the queue inside of the queue block.
Configure the event flow under the queue - ensure they have end flow steps.
Configure the play music to loop, and start 0, end 120 to play 2 minutes of music.
Verify and publish the flow.

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 > EP_voice_wxcclab.
Map the flow flow_wxcclab you just created in there.

7. Configure the Queue Routing Strategy

Create the Queue routing strategy for Q_voice_wxcclab using a 24x7 open queue.
Map the Team Team_wxcclab to the Queue. Your Agent will then login to that team to get the call.

8. Make a test call

Login to the agent desktop into Team_wxcclab and go to a ready state.
Dial the number using your cell. You should hear the welcome prompt and get the call on the agent desktop.

Quick Links

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

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

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

1. Copy out the flow and configure the advanced flow

Open the Portal > Routing Strategy > Flow page.
Copy the existing flow flow_wxcclab and edit the copied flow - name it advanced_flow1_wxcclab
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!

2. 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.

3. Point to the New flow in the Routing Strategy

Go to the routing Strategy page > Routing Strategy > EP_voice_wxcclab
Once the flow is published, configure the Entry Point Routing strategy to point to the new flow advanced_flow1_wxcclab.

4. 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.

5. Execute the Callback

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

Part 3: Configuring Outdial

Quick Links

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

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

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

1. Verify/create the Outdial Entry Point and Queue

Login to Portal > Provisioning > Outdial Entry Point / Outdial Queue.
Ensure that the system created outdial entry points and queues are present and configure their settings.
Go to Provisioning > Outdial ANI > Create an Outdial ANI on the setup by mapping it to your existing toll free.
Go to Provisioning > Agent Profiles > Select the Agent Profile and go to the Dial Plan tab.
Configure all the Outdial settings on the dial plan.

2. Create the Outdial Entry Point Routing Strategy

Go Routing Strategy > Outdial Entry Point-1 and configure the outdial entry point routing strategy to the script Outdial_EP.js which is the system default.
Ensure the strategy time of day setting is correctly open 24x7 and marked default.

3. Create the Outdial Queue Routing Strategy

Go Routing Strategy > Outdial Queue-1 and configure the outdial queue routing strategy to map to the Team_wxcclab.

4. Test Outdial

Logout/login the Agent on the agent desktop for the new agent profile settings to take effect.
You should see the Outdial button and the agent is now able to make an outdial call.
Test it by calling your cell or the provided Cisco Public Tollfree - +18005536387` –Note: This will actually connect you to the live toll free number!
You should have all the connected call features pop on the agent desktop once the call is complete.

Part 4: Advanced Scripting Steps

Quick Links

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

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

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

1. Copy out the flow and configure the advanced flow 2

Open the Portal > Routing Strategy > Flow page.
Copy the existing flow advanced_flow1_wxcclab and edit the copied flow - name it advanced_flow2_wxcclab
Edit the flow to go into flow designer.

2. Enhance the existing flow with an authentication piece

Drag a play message block, Collect Digits, HTTP Request, Condition Block, 2 more Play message blocks and put them in front of the menu step.
Ensure the prompts are plugged in to the play message prompts. welcome, enter_pin, and after the HTTP and Condition, a corresponding success and failure prompt.

3. Configure the Collect Digits block

Configure the Collect Digits Block to a 5 digits max/min and ensure the timeouts are properly setup.

3. Configure the custom variables and the HTTP Request Block

Create 3 Custom variables - mark them CAD variables - with names customerName,customerEmail ,customerAccount with labels Name, Email, Account and values of None OR Unavailable OR null - (depends on what you prefer as the default for the agents to see if no info is available in the data dip)
The request we will construct is : HTTPS GET -> https://5f97898842706e0016957443.mockapi.io/crm/api/customers?pin=18716
Use the variable from the CollectDigits1.EnteredPIN variable to inject it in the pin lookup.
We will construct it as follows

The HTTP Request URL : https://5f97898842706e0016957443.mockapi.io/crm/api/customers.

Query Parameters:

pin with value of the block

(recheck your block variable name!)

The type would be application/json

The Parse settings would be :

customerName with $.[0].name

customerEmail with $.[0].email

customerPhone with $.[0].phone

Tech-Tip: Here are some practice exercises you can try by going to jsonpath.com

Go to https://5f97898842706e0016957443.mockapi.io/crm/api/customers
Copy out the JSON into https://jsonpath.com on the left pane.
Try out all of these to learn how JSON path works!

I want: All Customers

$.*

I want: First Customer

$.[0]

I want: Last Customer

$.[-1:]

I want: First two customers

$.[0:2]

I want: Last two customers

$.[-2:]

I want: Second from last

$.[-2:-1]

I want: The the first customer

$.[0]

I want: All the names

$..name

I want: All the pins

$..pin

I want: All the customers who’s pin value is more than 70000 or 80000

$..[?(@.pin > 70000)]

I want: All details of customer with account number

$..[?(@.account == "87305901”)].*

I want: The the name of customer with account number

$.[?(@.account == "70579265")].name

4. Configure the Conditional for Error Check

Use the httpBlock.StatusCode variable to check the value retured.
Note that the test API does not give a 404 but an empty list [] with a 200 when no match is found. However, this step is just to understand error handling and checking.
Use the \ expression check on the condition and play success and failure prompts accordingly.
Ensure all the settings are properly setup.
Validate and Publish the new script, correcting any errors that show up.

5. Point to the New flow in the Routing Strategy

Go to the routing Strategy page > Routing Strategy > EP_voice_wxcclab
Once the flow is published, configure the Entry Point Routing strategy to point to the new flow advanced_flow2_wxcclab.

6. Verify the flow end to end

Verify the new flow end to end by first, logging into the Agent Desktop and going into a ready state.
Ensure you’re able to recieve the variables on the Agent Desktop.

Changelog:

Version	Comments	Author(s)	Date
1.0	Initial Release	Arunabh Bhattacharjee (arubhatt)	10 Jan 2021
1.1	Updated with SBR	Arunabh Bhattacharjee (arubhatt)	25 April 2021

Lab 2: IVR and Contact Routing

Table of Contents

Introduction

Lab Objective

Pre-requisites

Part 1: Setup a Simple Flow and make a test call

2. Verify your inbound numbers are correctly setup on Calling

3. Create an inbound Voice Entry Point and Voice Queue