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: HTTP Requests
Part 5: Skills Based Routing

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 and upload static prompts shared for use below. You may also choose to use dynamic TTS prompts, it will not change the lab or its content. 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 designer.

Download the IVR Prompts - Static Prompts HERE

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.
GoTo, ScreenPops, Skills Based Routing: We will cover the newer features on Webex Contact Center, including the GoTo step, Screen Pop, and skills based routing.

Lab Pre-requisites

The Steps below summarize/recap Lab 1. Ensure you have Completed Lab 1: Part 5 & 6 here

These tasks are to be completed by the customer administrator. At the end of the lab pre-requisites, you should be able to login an agent in the agent desktop application with the configured user extension.

Quick Links

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

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

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

Check Licenses

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.

Check Webex Calling Settings

2. Verify Webex Calling Settings

Check that a “Main” number is assigned to Webex Calling.
Check that the Calling Location is correctly set to “Intelepeer”

Synchronize Users

3. Synchronize users to get any newly activated users.

Got to Contact Center > Settings > Synchronize Users

Check Admin settings, Agent Settings, Site, Team Configuration

4. Launch Portal to ensure the admin user admin1pod@ is Contact center configured for testing.

Ensure that a Site and a Team has been created: Site_TS, Team_TS
Ensure the user is Contact Center Enabled.
Associate the User to the Site, Team, ( Site_TS, Team_TS) and default Multimedia Profile - Default_Telephony_Profile.
Verify by Launching the Agent Desktop and logging in.

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

Note: Please Check the Site_TS that the user admin1pod__@email.carehybrid.com is assigned to. And create the Team_TS 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.

5. OPTIONAL: Verify Webex Calling PC App Installation

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

Webex Calling PC APP - Download HERE !

Download instructions

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

In the videos below, I use the extension configured on Webex Calling : 3001 - to login to the Agent Desktop

User Role	Contents	Extension-DN Allotted
Admin	admin1@your-org.com	3001

OPTIONAL : Creating More Users - Agents - Supervisors - For Test Calling INBOUND

Creating additional Agents OR Supervisors: You may create additional aliases using Mailinator (3rd party email alias generator) https://www.mailinator.com/\
These CAN be used for inbound call testing into the Contact Center : As Contact Center Customers!

Login to mailinator, create an inbox : username@mailinator.com will then be able to receive emails.

Add the user to Control Hub Via > Control Hub > Users > Manage Users > Add via email : add the user_ID@mailinator.com

Remember to Click Synchronize Users on Control Hub when adding new users!

You are now ready to Begin the Lab!

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

This lab is designed to help you to make an end to end test call into the contact center.

The lab concludes with sending a test call from the caller (customer) to the agent desktop using a Simple Flow.

Quick Links

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

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

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

Go to Provisioning -> Users to check the Site that the user is assigned to. And create the Team 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.

WARNING 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\

NOTE: 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 EP_TS.
Create the Queue named Q_TS.

Here are the Queue Settings

Configuration	field Value
Name	Q_TS
Channel Type	Telephony
—- Contact Routing Settings —
Queue Routing Type	Longest Available Agent
Call Distribution	`<Add team>`
—- Advanced Settings —
Service Level Threshold	60
Maximum Time in Queue	600
Time Zone	Default

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_TS

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 are given below

Download the IVR Prompts - Static Prompts HERE

Note: Upload the audio files under > Routing Strategy (from Portal) > Resources > Audio Files.

5. Configure and Publish the flow

Configure the flow Flow1 with a Play prompt - welcome message and Disconnect
Configure the flow Flow1 with a Play prompt - welcome message and queue block and play music block.
Configure the Queue Block to Q_TS. 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.

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_TS.
Map the flow flow_wxcclab you just created in there.

7. Make a test call

Login to the agent desktop into Team_wxcclab 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.

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

Congratulations! You’re done with Part 1!

You are ready to start Part 2!

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 a Menu prompt, Opt-out of queue, and send a courtesy callback call to the customer by picking a ready agent.

Quick Links

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

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

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

Steps

1. Copy out the flow and configure the advanced flow

Open the Portal > Routing Strategy > Flow page.
Copy the existing flow Flow1 and edit the copied flow - name it Flow2
Edit the flow to go into flow designer.
Ensure that you configure the Menu steps with a 3 options - 2 queue, 1 Blind Transfer.
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.

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 > EP_TS
Once the flow is published, configure the Entry Point Routing strategy to point to the new flow Flow2

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 with Part 2!

You are ready to start Part 3!

Part 3: Configuring Outdial

This lab is designed to complete configuring the outdial capability on the Agent Desktop.

At the end of the lab, your agent will be able to make an outbound call from 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\

Steps

1. Verify/create the Outdial Entry Point and Queue

Login to Portal > Provisioning > Outdial Entry Point > Configure an Outdial Entry Point.
Verify you already have an outdial Queue configured on Portal > Provisioning > Outdial Queue.
Ensure that the system created outdial entry points and queues are present and configure their settings.
Alternatively, you can setup a new Outdial Entry Point as shown in the video.

2. Create the Outdial Entry Point Routing Strategy

Go Routing Strategy > Outdial Entry Point-1 OR the One you just setup
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.

Note: There are no more Queue Routing Strategies on the new Webex Contact Center.

3. Setup Your Agent Profile for Outdial

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 as shown in the video.
Attach the Outdial ANI, Address books etc. to the agent profile. Setup the Dial Plan Settings.

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 a live toll free number for Cisco Support!
You should have all the connected call features pop on the agent desktop once the call is complete.

Congratulations! You’re All done with the Part 3! Now onto Part 4!

Part 4: Advanced Scripting Steps - HTTP Request

Quick Links

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

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

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

Steps

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

Open the Portal > Routing Strategy > Flow page.
Copy the existing flow Flow2 and edit the copied flow - name it Flow3
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.

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.

3. Configure the Collect Digits block

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

4. Configure the custom variables and the HTTP Request Block

Create 4 Custom variables - mark them CAD variables - with names name,email,phone, account with labels Name, Email, Phone, Account and values of None 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 actual 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

HTTP Request
GET 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 = $.[0].name
customerEmail = $.[0].email
customerPhone = $.[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!

Query For	Parse statement
All Customers	`$.*`
First Customer	`$.[0]`
Last Customer	`$.[-1:]`
First two customers	`$.[0:2]`
Last two customers	`$.[-2:]`
Second from last	`$.[-2:-1]`
All the names	`$..name`
All the pins	`$..pin`
All the customers who’s pin value is more than 70000 or 80000	`$..[?(@.pin > 70000)]`
All details of customer with account number	`$..[?(@.account == "87305901”)].*`
Name of customer with account number	`$.[?(@.account == "70579265")].name`

5. 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 per block are entered and properly setup.
Validate and Publish the new script, correcting any errors that show up during validation.

6. Point to the New flow in the Routing Strategy

Go to the routing Strategy page > Routing Strategy > EP_TS
Once the flow is published, configure the Entry Point Routing strategy to point to the new flow Flow3.

7. 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.

Execute the Test:

Call the Dial number > Enter the 5 digit PIN number as 18716 > On Main Menu press 2 > call gets connected to agent,

Agent should see all CAD variables (Customer Name, Email, Account Number)

Congratulations! You’re done with Part 4!

You are ready to start Part 5!

Part 5: Skills Based Routing - Contact Priority - Skill Relaxation

Quick Links

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

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

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

Steps

1.Create new Queue with Skill based routing and Add team

Open portal > Provisioning > Entry point/Queue > Queue
Create new Skills Based Queue > Give Name and Description
Channel Type > Telephony
Queue Routing Type > Skill Based > Best Available Agent Add Team > Team_TS

Configuration field	Value
Name	Q_TS_SBR
Channel Type	Telephony
Contact Routing Settings
Queue Routing Type	Skills Based
Agent Selection	Best Available Agent
Call Distribution	`<Add team>`
Service Level Threshold	60
Maximum Time in Queue	600
Time Zone	Default

2.Create Skill Definitions

Open portal > Provisioning > Skill > Skill Definition
Click (New Skill Creation) > Give Name(SkillSet)and Description(Skillset) Type > Proficiency
Click (New Skill Creation) > Give Name(VIP Customer)and Description(VIP Customer) Type > Text

Note: We are using “TEXT Skills” in this SBR lab so that you can directly target agents with a specific variable from flow. This gives powerful capabilities as you will see later.

3.Crete Skill Profile

Open portal > Provisioning > Skill > skill Profile
Click (New Skill Profile) > Give Name - TechSummitSkill and Description -TechSummitSkill
Select SkillSet and enter the Skill Value as 8
Select TechSummit and enter the Skill SkillSet and enter Skill Value to Techsummit

4. Add skill profile to User/ Agent

Open Portal > Users
Edit User > Under Skill Profile select the skill profile created in step 2 - TechSummitSkill

5. Modify the Previous Flow into a new Flow 4

Open Flow > Copy Existing Flow 2 - Rename it as Flow 4.
In Option 1 > Select the Queue Block > Make it SBR based by selecting the Skills Based Queue.
Setup skill requirements as below

Set the following settings

Skillset >= 5

Make as a String Variable

VIPCustomer IS {{skill}}

Enable Skill Relaxation After waiting in queue for: 15 seconds

Set skill relaxation to (after 60 seconds):

Skillset >= 3

Remove the requirement of the VIP Customer skill.

Congratulations! You’re done!

Changelog:

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

Table of Contents

Introduction

Lab Objective

Download the IVR Prompts - Static Prompts HERE

Lab Pre-requisites

The Steps below summarize/recap Lab 1. Ensure you have Completed Lab 1: Part 5 & 6 here

1. Login to Control Hub > Users

2. Verify Webex Calling Settings

3. Synchronize users to get any newly activated users.

4. Launch Portal to ensure the admin user admin1pod@ is Contact center configured for testing.

5. OPTIONAL: Verify Webex Calling PC App Installation

OPTIONAL : Creating More Users - Agents - Supervisors - For Test Calling INBOUND

You are now ready to Begin the Lab!

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

1. Verify that your users are ready to login

2. Verify your inbound numbers are correctly setup on Calling

3. Create an inbound Voice Entry Point and Voice Queue

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

5. Configure and Publish the flow

6. Configure the Entry Point Routing Strategy

7. Make a test call

8. OPTIONAL : Download and Login in the Webex Calling app for mobile calling / calling from your cell

Congratulations! You’re done with Part 1!

You are ready to start Part 2!

Part 2: Adding Menu and Queue treatment to the call

Steps

1. Copy out the flow and configure the advanced flow

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

4. Plug In New Flow into Routing Strategy

5. Test the end to end flow

6. Execute the Callback

Congratulations! You’re done with Part 2!

You are ready to start Part 3!

Part 3: Configuring Outdial

Steps

1. Verify/create the Outdial Entry Point and Queue

2. Create the Outdial Entry Point Routing Strategy

3. Setup Your Agent Profile for Outdial

4. Test Outdial

Congratulations! You’re All done with the Part 3! Now onto Part 4!

Part 4: Advanced Scripting Steps - HTTP Request

Steps

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

2. Enhance the existing flow with an authentication piece

3. Configure the Collect Digits block

4. Configure the custom variables and the HTTP Request Block

5. Configure the Conditional for Error Check

6. Point to the New flow in the Routing Strategy

7. Verify the flow end to end

Congratulations! You’re done with Part 4!

You are ready to start Part 5!

Part 5: Skills Based Routing - Contact Priority - Skill Relaxation

Steps

1.Create new Queue with Skill based routing and Add team

2.Create Skill Definitions

3.Crete Skill Profile

4. Add skill profile to User/ Agent

5. Modify the Previous Flow into a new Flow 4

Congratulations! You’re done!