Ipocc Taskflow Editor En

IP Office Contact Center TaskFlow Editor

Edition: 1.0 01/24/2014

COMPAS ID: 163725

© 2014 Avaya Inc. All Rights Reserved. Notice While reasonable efforts have been made to ensure that the information in this document is complete and accurate at the time of printing, Avaya assumes no liability for any errors. Avaya reserves the right to make changes and corrections to the information in this document without the obligation to notify any person or organization of such changes. For full support, please see the complete document, Avaya Support Notices for Hardware Documentation, document number 03–600759. For full support, please see the complete document, Avaya Support Notices for Software Documentation, document number 03–600758. To locate this document on our website, simply go to http:// www.avaya.com/support and search for the document number in the search box. Documentation disclaimer “Documentation” means information published by Avaya in varying mediums which may include product information, operating instructions and performance specifications that Avaya generally makes available to users of its products. Documentation does not include marketing materials. Avaya shall not be responsible for any modifications, additions, or deletions to the original published version of documentation unless such modifications, additions, or deletions were performed by Avaya. End User agrees to indemnify and hold harmless Avaya, Avaya's agents, servants and employees against all claims, lawsuits, demands and judgments arising out of, or in connection with, subsequent modifications, additions or deletions to this documentation, to the extent made by End User. Link disclaimer Avaya is not responsible for the contents or reliability of any linked websites referenced within this site or documentation provided by Avaya. Avaya is not responsible for the accuracy of any information, statement or content provided on these sites and does not necessarily endorse the products, services, or information described or offered within them. Avaya does not guarantee that these links will work all the time and has no control over the availability of the linked pages. Warranty Avaya provides a limited warranty on its hardware and Software (“Product(s)”). Refer to your sales agreement to establish the terms of the limited warranty. In addition, Avaya’s standard warranty language, as well as information regarding support for this Product while under warranty is available to Avaya customers and other parties through the Avaya Support website: http://support.avaya.com. Please note that if you acquired the Product(s) from an authorized Avaya reseller outside of the United States and Canada, the warranty is provided to you by said Avaya reseller and not by Avaya. “Software” means computer programs in object code, provided by Avaya or an Avaya Channel Partner, whether as stand-alone products or pre-installed on hardware products, and any upgrades, updates, bug fixes, or modified versions. Licenses THE SOFTWARE LICENSE TERMS AVAILABLE ON THE AVAYA WEBSITE, HTTP://SUPPORT.AVAYA.COM/LICENSEINFO ARE APPLICABLE TO ANYONE WHO DOWNLOADS, USES AND/OR INSTALLS AVAYA SOFTWARE, PURCHASED FROM AVAYA INC., ANY AVAYA AFFILIATE, OR AN AUTHORIZED AVAYA RESELLER (AS APPLICABLE) UNDER A COMMERCIAL AGREEMENT WITH AVAYA OR AN AUTHORIZED AVAYA RESELLER. UNLESS OTHERWISE AGREED TO BY AVAYA IN WRITING,

AVAYA DOES NOT EXTEND THIS LICENSE IF THE SOFTWARE WAS OBTAINED FROM ANYONE OTHER THAN AVAYA, AN AVAYA AFFILIATE OR AN AVAYA AUTHORIZED RESELLER; AVAYA RESERVES THE RIGHT TO TAKE LEGAL ACTION AGAINST YOU AND ANYONE ELSE USING OR SELLING THE SOFTWARE WITHOUT A LICENSE. BY INSTALLING, DOWNLOADING OR USING THE SOFTWARE, OR AUTHORIZING OTHERS TO DO SO, YOU, ON BEHALF OF YOURSELF AND THE ENTITY FOR WHOM YOU ARE INSTALLING, DOWNLOADING OR USING THE SOFTWARE (HEREINAFTER REFERRED TO INTERCHANGEABLY AS “YOU” AND “END USER”), AGREE TO THESE TERMS AND CONDITIONS AND CREATE A BINDING CONTRACT BETWEEN YOU AND AVAYA INC. OR THE APPLICABLE AVAYA AFFILIATE (“AVAYA”). Avaya grants you a license within the scope of the license types described below, with the exception of Heritage Nortel Software, for which the scope of the license is detailed below. Where the order documentation does not expressly identify a license type, the applicable license will be a Designated System License. The applicable number of licenses and units of capacity for which the license is granted will be one (1), unless a different number of licenses or units of capacity is specified in the documentation or other materials available to you. “Designated Processor” means a single stand-alone computing device. “Server” means a Designated Processor that hosts a software application to be accessed by multiple users. License type(s) Heritage Nortel Software “Heritage Nortel Software” means the software that was acquired by Avaya as part of its purchase of the Nortel Enterprise Solutions Business in December 2009. The Heritage Nortel Software currently available for license from Avaya is the software contained within the list of Heritage Nortel Products located at http://support.avaya.com/LicenseInfo under the link “Heritage Nortel Products”. For Heritage Nortel Software, Avaya grants Customer a license to use Heritage Nortel Software provided hereunder solely to the extent of the authorized activation or authorized usage level, solely for the purpose specified in the Documentation, and solely as embedded in, for execution on, or (in the event the applicable Documentation permits installation on non-Avaya equipment) for communication with Avaya equipment. Charges for Heritage Nortel Software may be based on extent of activation or use authorized as specified in an order or invoice. Copyright Except where expressly stated otherwise, no use should be made of materials on this site, the Documentation, Software, or hardware provided by Avaya. All content on this site, the documentation and the Product provided by Avaya including the selection, arrangement and design of the content is owned either by Avaya or its licensors and is protected by copyright and other intellectual property laws including the sui generis rights relating to the protection of databases. You may not modify, copy, reproduce, republish, upload, post, transmit or distribute in any way any content, in whole or in part, including any code and software unless expressly authorized by Avaya. Unauthorized reproduction, transmission, dissemination, storage, and or use without the express written consent of Avaya can be a criminal, as well as a civil offense under the applicable law.

Virtualization Use any one of the following: (whichever applies to Avaya Password Reset Tool) Option 1: Each vAppliance will have its own ordering code. Note that each instance of a vAppliance must be separately ordered. If the end order customer or the Business Partner would like to install 2 instances of the same type of vAppliances, then 2 vAppliances of that type must be ordered. Option 2: Each product has its own ordering code. Note that each instance of a Product must be separately licensed and ordered. “Instance” means one unique copy of the Software. For example, if the end user customer or Business Partner would like to install 2 instances of the same type of Products, then 2 Products of that type must be ordered. Third Party Components “Third Party Components” mean certain software programs or portions thereof included in the Software that may contain software (including open source software) distributed under third party agreements (“Third Party Components”), which contain terms regarding the rights to use certain portions of the Software (“Third Party Terms”). Information regarding distributed Linux OS source code (for those Products thathave distributed Linux OS source code) and identifying the copyright holders of the Third Party Components and the Third Party Terms that apply is available in the Documentation or on Avaya’s website at: http://support.avaya.com/Copyright. You agree to the Third Party Terms for any such Third Party Components. Note to Service Provider The Product may use Third Party Components that have Third Party Terms that do not allow hosting and may need to be independently licensed for such purpose. Preventing Toll Fraud “Toll Fraud” is the unauthorized use of your telecommunications system by an unauthorized party (for example, a person who is not a corporate employee, agent, subcontractor, or is not working on your company's behalf). Be aware that there can be a risk of Toll Fraud associated with your system and that, if Toll Fraud occurs, it can result in substantial additional charges for your telecommunications services. Avaya Toll Fraud intervention If you suspect that you are being victimized by Toll Fraud and you need technical assistance or support, call Technical Service Center Toll Fraud Intervention Hotline at +1-800-643-2353 for the United States and Canada. For additional support telephone numbers, see the Avaya Support website: http://support.avaya.com. Suspected security vulnerabilities with Avaya products should be reported to Avaya by sending mail to: [email protected]. Trademarks The trademarks, logos and service marks (“Marks”) displayed in this site, the Documentation and Product(s) provided by Avaya are the registered or unregistered Marks of Avaya, its affiliates, or other third parties. Users are not permitted to use such Marks without prior written consent from Avaya or such third party which may own the Mark. Nothing contained in this site, the Documentation and Product(s) should be construed as granting, by implication, estoppel, or otherwise, any license or right in and to the Marks without the express written permission of Avaya or the applicable third party. Avaya is a registered trademark of Avaya Inc.

All non-Avaya trademarks are the property of their respective owners, and “Linux” is a registered trademark of Linus Torvalds. Downloading Documentation For the most current versions of Documentation, see the Avaya Support website: http://support.avaya.com. Contact Avaya Support See the Avaya Support website: http://support.avaya.com for product notices and articles, or to report a problem with your Avaya product. For a list of support telephone numbers and contact addresses, go to the Avaya Support website: http://support.avaya.com, scroll to the bottom of the page, and select Contact Avaya Support.

COMPAS

This document is also available in the COMPAS database. The

COMPAS ID for this document is 163725.

IP Office Contact Center TaskFlow Editor Contents • 3

Contents About this manual 9

Questions about this manual ...................................................................................................... 9 Who is part of the target group? .................................................................................. 9 What kind of information is provided? ........................................................................ 9 What kind of information is not provided? .................................................................. 9 How is this manual organized? .................................................................................... 9 Which edition are you reading? ................................................................................. 10 Where can you find additional information? ............................................................. 10

How do you get a printed copy? .............................................................................................. 11 Prerequisites .............................................................................................................. 11 Printing the manual.................................................................................................... 11 Printing problems ...................................................................................................... 11

Meet the Task Flow Editor 12

Overview: basics ...................................................................................................................... 12 Task Flow Editor, what is it? ................................................................................................... 12

What can you do with the Task Flow Editor? ........................................................... 12 Which requirements must be met for you to use the Task Flow Editor? ................... 12 Which privileges exist for the Task Flow Editor module? ........................................ 13 Note for the ACM PBX call flow .............................................................................. 13 Working with the Task Flow Editor module ............................................................. 14 Icons in the Task Flow Editor.................................................................................... 14

Structure of the Task Flow Editor ............................................................................................ 17 Opening the Task Flow Editor module ...................................................................... 17 Module icon ............................................................................................................... 17 Menus ........................................................................................................................ 17 Commands of the task flow set menu ........................................................................ 17 Commands of the Edit menu ..................................................................................... 19 Commands of the Tools menu ................................................................................... 19 Commands of the Window menu .............................................................................. 20 Commands of the Help menu .................................................................................... 20 Tool bar ..................................................................................................................... 20 Status bar ................................................................................................................... 21 List of symbols .......................................................................................................... 21 Selecting objects ........................................................................................................ 21

How does a VECTORS process work with the task flow set?................................................. 23 How does the vectors process work? ......................................................................... 23 Example: How a call flow set works ......................................................................... 24

How does a process handle tasks? ........................................................................................... 25 What does cycle mean? ............................................................................................. 25 How can tasks be treated preferentially? ................................................................... 25

Terms for the Task Flow Editor ............................................................................................... 26 Task flow set ............................................................................................................. 26 Group ......................................................................................................................... 27 Call flow .................................................................................................................... 27 E-mail flow ................................................................................................................ 28 Macro ........................................................................................................................ 28 E-mail macro ............................................................................................................. 30 Ports and connections ................................................................................................ 31

4 • Contents IP Office Contact Center TaskFlow Editor

Default task flow set .................................................................................................. 32 Task flow script ......................................................................................................... 32 Label .......................................................................................................................... 32 Trace Task ................................................................................................................. 33 Sources ...................................................................................................................... 33 Overview of destinations ........................................................................................... 34 Agent group as destination ........................................................................................ 36 Telephone calls as destination ................................................................................... 36 E-mail as destination ................................................................................................. 37 Agent as destination .................................................................................................. 37 External destination as destination ............................................................................ 37 Release as destination ................................................................................................ 38 Personal contact as destination .................................................................................. 38 Last agent as destination ............................................................................................ 39 Current agent as destination ...................................................................................... 40 E-mail Script as destination ....................................................................................... 41 Chat script as destination ........................................................................................... 41 Chat script (1x announcement) as destination ........................................................... 41 VU Script as destination ............................................................................................ 42 VU script (1x announcement) as destination ............................................................. 42 Announcement script (DSPF) as destination ............................................................. 42 Announcement script (1x announcement) as destination .......................................... 44 Time slot as destination (for Integral Enterprise, I55 only) ....................................... 44 Overview of connecting units .................................................................................... 45 Logic .......................................................................................................................... 46 Distribution lists ........................................................................................................ 47 Check time periods .................................................................................................... 49 Change TaskTag ........................................................................................................ 50 Change skill ............................................................................................................... 51 Skill reduction ........................................................................................................... 51 TaskTrap .................................................................................................................... 52 Wait time exceeded ................................................................................................... 53 Longest wait time exceeded ...................................................................................... 54 Number of calls/e-mails exceeded ............................................................................. 55 Queue full .................................................................................................................. 55 Minimum number of signed on agents exceeded ...................................................... 56 Available agents fulfill the skill ................................................................................. 57 Signed-on agents fulfill the skill ................................................................................ 57 Filters ......................................................................................................................... 58 New call ..................................................................................................................... 58 Task tag ..................................................................................................................... 59 Collectors .................................................................................................................. 60 Sorting ....................................................................................................................... 61 Condition ................................................................................................................... 63 Task Tag Operation ................................................................................................... 69

Creating a task flow set 71

Creating a task flow set ............................................................................................................ 71 Create ........................................................................................................................ 71 Example for a created task flow set ........................................................................... 72

Creating a group ...................................................................................................................... 73 Create ........................................................................................................................ 73 Example for a created group ...................................................................................... 73

Creating a call flow or e-mail flow .......................................................................................... 74 Creating a call flow ................................................................................................... 74 Creating an e-mail flow ............................................................................................. 74 Example for a created call flow ................................................................................. 74

Creating a Macro or Email Macro ........................................................................................... 75 Creating a Macro ....................................................................................................... 75


Creating an Email Macro ........................................................................................... 75 Example of a Created Macro ..................................................................................... 75 Inserting a Macro or Email Macro into a Call Flow .................................................. 76 Example of a Call Flow with a Macro ....................................................................... 76

Changing size and position of the windows............................................................................. 77 Changing the size of a window .................................................................................. 77 Arranging the windows ............................................................................................. 77 Example for cascading windows ............................................................................... 78 Example for tiled windows ........................................................................................ 78

Setting the options ................................................................................................................... 79 Backup folder ............................................................................................................ 79 What can you set for autosave? ................................................................................. 79 What does grid mean? ............................................................................................... 79 What does ‘Configuration check’ mean when you open a task flow set? ................. 79 Which colors can you set? ......................................................................................... 80 What can you set under PBX colors? ........................................................................ 80 Settings ...................................................................................................................... 80

Inserting elements in a call flow (examples) ........................................................................... 81 Inserting a topic as source ......................................................................................... 81 Inserting an agent group as destination ..................................................................... 81

Selecting configured elements ................................................................................................. 82 What does the Select telephone calls dialog show? ................................................... 82 What does the Select voice mail dialog show? .......................................................... 83 What does the Select e-mail dialog show? ................................................................ 83 What does the Select agent group dialog show?........................................................ 83 What does the Select agent dialog show? .................................................................. 84 What does the Select VU script dialog show? ........................................................... 84 What does the Select announcement script dialog show? ......................................... 84 What does the Select external destination dialog show? ........................................... 84 What does the Select time slot dialog show? ............................................................. 85 Sorting the elements .................................................................................................. 85 Finding a certain element .......................................................................................... 85

Customizing connections ......................................................................................................... 86 Connecting elements ................................................................................................. 86 Moving a corner point ............................................................................................... 86 Highlighting connections ........................................................................................... 86 Removing a connection ............................................................................................. 86

Creating a logic ........................................................................................................................ 87 Creating a placeholder ............................................................................................... 87 Selecting a predefined condition ............................................................................... 87

Creating a predefined condition ............................................................................................... 88 Create ........................................................................................................................ 88 Delete ........................................................................................................................ 88 Change ....................................................................................................................... 89 Copy .......................................................................................................................... 89

Manage Source Priority Groups............................................................................................... 90 Create ........................................................................................................................ 90 Edit ............................................................................................................................ 91 Delete ........................................................................................................................ 91 Sort ............................................................................................................................ 91

Edit source priority groups ...................................................................................................... 92 Delete an assigned source .......................................................................................... 92 Insert sorting criteria.................................................................................................. 92 What does the Select task tag dialog show? .............................................................. 93 Delete a sorting order ................................................................................................ 93 Sorting order .............................................................................................................. 93 Sort ............................................................................................................................ 93

Copying elements .................................................................................................................... 94 Selecting elements ..................................................................................................... 95 Moving elements ....................................................................................................... 96

6 • Contents IP Office Contact Center TaskFlow Editor

Copying elements ...................................................................................................... 96 Deleting elements .................................................................................................................... 99

Deleting a call flow, an e-mail flow, macros, or e-mail macros ................................ 99 Deleting an element ................................................................................................... 99 Deleting all elements ................................................................................................. 99

Creating a task flow set .......................................................................................................... 100 Save ......................................................................................................................... 100 Save as ..................................................................................................................... 100

Displaying information on a task flow set ............................................................................. 101 Displaying information ............................................................................................ 101 Changing the password of a task flow set ............................................................... 101

Printing a task flow set........................................................................................................... 102 Prerequisite .............................................................................................................. 102 Printer setup ............................................................................................................. 102 Print preview ........................................................................................................... 102 Print ......................................................................................................................... 102

Activating a task flow set 103

Overview: Activating a task flow set ..................................................................................... 103 Checking a task flow set ........................................................................................................ 103

What does the configuration check do? ................................................................... 103 What does the syntax check do? .............................................................................. 104 Running a configuration check ................................................................................ 104

Displaying the active task flow set ........................................................................................ 105 What does active task flow set mean? ..................................................................... 105 What does the Active task flow set dialog show if the PBX controls the call distribution? ............................................................................................................. 105 Displays ................................................................................................................... 105

Activating a task flow set....................................................................................................... 106 Which errors can be detected upon activating? ....................................................... 106 Activate ................................................................................................................... 106

Reactivating a task flow set ................................................................................................... 107 Requirement ............................................................................................................ 107 When do you reactivate a task flow set? ................................................................. 107 Reactivate ................................................................................................................ 107

Defining the default task flow set .......................................................................................... 108 The task flow set had to be activated once .............................................................. 108 Resetting the default task flow set ........................................................................... 108 Defining ................................................................................................................... 108

Creating a task flow script ..................................................................................................... 109 Create ...................................................................................................................... 109 Example: task flow script ........................................................................................ 109

Importing and exporting 110

Overview: Import and export ................................................................................................. 110 Exporting ............................................................................................................................... 110

Why export data? ..................................................................................................... 110 Procedure ................................................................................................................. 110 Start the export ........................................................................................................ 110 Add export data ....................................................................................................... 111 Remove export data ................................................................................................. 111 Add conditions ........................................................................................................ 111 View configuration data .......................................................................................... 111 Select an export file ................................................................................................. 111 Exporting ................................................................................................................. 111

Import .................................................................................................................................... 112 Procedure ................................................................................................................. 112 Start the import ........................................................................................................ 112 Select an import file................................................................................................. 112


Add import data ....................................................................................................... 112 Add conditions ........................................................................................................ 113 View configuration data .......................................................................................... 113 Import ...................................................................................................................... 113

Using the Help and About dialogs 114

Overview: Help and About .................................................................................................... 114 Using the Help ....................................................................................................................... 114

Help during operation .............................................................................................. 114 Starting the Online help contents ............................................................................. 114

Tips and tricks 115

How do you create a welcome announcement? ..................................................................... 115 Advantage of the 1x announcement (one-time announcement)............................... 115 Note: If you adopt a task flow set from an earlier release ....................................... 115 Prerequisite .............................................................................................................. 115 Creating a placeholder ............................................................................................. 115

About e-mail flows ................................................................................................................ 116 Sequential distribution ............................................................................................. 116 Availability of agents for e-mail .............................................................................. 116 Prioritizing topics .................................................................................................... 117 If you change an e-mail flow ................................................................................... 118 Last Agent for e-mail............................................................................................... 118

Tips for voice mails ............................................................................................................... 119 Free VU ports .......................................................................................................... 119 Limiting recorded voice mails ................................................................................. 119

Scroll bar is no longer visible ................................................................................................ 119 Problem: scroll bar is not visible ............................................................................. 119 Correction: display scroll bar again ......................................................................... 119

Examples for Taskflow .......................................................................................................... 120 Examples ................................................................................................................. 120 Documentation for examples ................................................................................... 120

Glossary 121

Index 123

IP Office Contact Center TaskFlow Editor About this manual • 9

About this manual

Questions about this manual Before you start reading you might have questions concerning this document. In this section, we answer some of those questions.

Who is part of the target group? This guide is intended for individuals who are working with the Task Flow Editor module or who would like to familiarize themselves with the individual characteristics of the module. It makes no difference whether you are using this document in printed or online form.

Use this guide however you wish, whether as a reference or in order to learn about all of the options of the Task Flow Editor.

What kind of information is provided? This guide contains information for operating the Task Flow Editor module.

What kind of information is not provided? This guide does not contain any information about commissioning and installing the Task Flow Editor. You can find information about other modules in the IP Office Contact Center system in the corresponding documents.

How is this manual organized? The organization of this guide provides a step-by-step introduction to the use of the Task Flow Editor module. Once you have read a few pages, you will notice that the topics are structured similarly. Usually, an introduction to the topic is provided first. Prerequisites or necessary skills are often described next, Instructions follow the prerequisites or necessary skills. An illustration or example further clarifies the topic.

10 • About this manual IP Office Contact Center TaskFlow Editor

Which edition are you reading? The following table lists information about this edition:

Compiled on: November 18,.2013

Based on: Task Flow Editor module

Available as: Online Help Acrobat Reader file

Where can you find additional information? This guide describes skills and prerequisites and provides instructions that you will need to operate the Task Flow Editor module.

You will find additional information about the IP Office Contact Center system in the user manuals of the other IP Office Contact Center modules.

Guides to the other IP Office Contact Center modules. Like this document, you can use these documents online or in printed form.

IP Office Contact Center TaskFlow Editor About this manual • 11

How do you get a printed copy? Perhaps you would rather read this manual on paper than on the PC screen. No problem! You can print the manual. This document is prepared for being printed. Printing this file provides you with a conventional manual.

The manual is printed in A4 format. When printed, the manual has around 116 pages.

Prerequisites The following conditions must be met if you want to print this document.

• You need the IP Office Contact Center DVD.

• An Acrobat Reader of at least Version 9 or higher must be installed on your PC. You can find the relevant software on the IP Office Contact Center DVD.

• A graphics-capable printer must be connected to your PC.

Printing the manual You want to print this document.

1. In the file manager, open the doc folder on the DVD.

2. Double-click the file ipocc_902_taskfloweditor_en.pdf. The Acrobat Reader application will open to show the manual.

3. In Acrobat Reader open the File menu and select Print. The file is printed.

Printing problems If you cannot print the document, please consult your system administrator. Your system administrator can print a copy for you.

12 • Meet the Task Flow Editor IP Office Contact Center TaskFlow Editor

Meet the Task Flow Editor

Overview: basics Familiarize yourself with the Task Flow Editor module.

This topic gives you basic knowledge needed for other topics. You can look up particular points in this topic at any time.

Task Flow Editor, what is it? Task Flow Editor is a module in the IP Office Contact Center system.

What can you do with the Task Flow Editor? The Task Flow Editor module is a tool that makes it easy for you to create a task flow set. A task flow set is a graphic representation of the task distribution in a IP Office Contact Center system. This task distribution determines how a task is handled within the IP Office Contact Center system and which procedures will be carried out. A task can be a telephone call, a voice mail, or an e-mail. The Task Flow Editor uses icons to display the task flow. For a clearer overview, a task flow set is divided into groups: call flows, e-mail flows, macros, and e-mail macros. If you want to apply the same procedures more than once without having to create the same procedures in each task flow, you can create a macro or an e-mail macro. You can use a macro as often as you like in call flows. You can use an e-mail macro as often as you like in e-mail flows .

Once you have created a task flow, you can monitor it, activate it, set it as a default task flow set, print it out, and export it.

Which requirements must be met for you to use the Task Flow Editor? The following requirements must be met so that you can use all the functions of the Task Flow Editor module:

• The IP Office Contact Center server must already be configured by your system manager.

• As authorized agent (user), your system administrator provided you with an agent name and personal password. You need both for login.

• You need to have the respective privileges.

IP Office Contact Center TaskFlow Editor Meet the Task Flow Editor • 13

Which privileges exist for the Task Flow Editor module? In the configuration module, your system manager specifies which privileges you will receive. You cannot use a function if you do not have the necessary privilege. The Task Flow Editor will not provide the commands for these functions.

You can obtain the following privileges from your system manager for the Task Flow Editor module:

Privilege Explanation

Edit task flow set With this privilege, you can edit and modify the task flow set. If this privilege is not set, you can only read the task flow set. [Write-protected] will appear in the title bar of the Task Flow Editor.

Activate task flow set You can activate the task flow set in the Task Flow Editor. The active task flow set will then determine the task distribution in the IP Office Contact Center system.

Edit default task flow set

When a system failure occurs, the call center uses a default setting for the task flow set. This default task flow set is protected separately. With this privilege, you can edit and modify the default task flow set.

Edit predefined conditions

You can edit and change predefined conditions with this privilege. You can edit private conditions without a special privilege.

Advanced mode For the Task Flow Editor, there is a license called Feat_CIE-CC_extUI. This license enables an advanced mode for the Taskflow Editor. You must have this license to use the following elements.

- Logic

- Distributor (equal)

- Distributor (cyclic)

If you do not have the license or the Advanced mode privilege, you cannot open task flow sets with these elements.

Note for the ACM PBX call flow The number of queues in the ACM PBX is limited by the hardware. Up to 60 queues are possible for each server. Keep this in mind when you are creating a call flow.

Examples:

• Welcome announcement

• Queue calculation

• Drop if nothing else is available

The channels for the queue are reduced by the channels you use for the welcome announcements.


Working with the Task Flow Editor module With the Task Flow Editor module, you work in exactly the same way as with other Windows applications.

If you have not worked with Windows before, take the time to consult the Windows operating instructions. Familiarize yourself with the operation of Windows programs first.

Icons in the Task Flow Editor Icons in the Task Flow Editor can only be used in conjunction with your task type (see below). Icons of the voice task type can be used in the call flow and the macro. Icons of the e-mail task type can be used in the e-mail flow and the e-mail macro.

Icon Description Task Type

abc Label Voice and e-mail

Trace task Voice and e-mail

Sources -

Telephone calls Voice

Voice mails Voice

E-mail E-mail

Chat Chat

Destinations

Agent group Voice and e-mail (task-type

specific selection)

Telephone calls Voice

E-mail E-mail

Chat Chat

Agent Voice and e-mail (task-type specific selection)

External destination Voice and e-mail (task-type specific selection)

Drop Voice

Personal contact Voice and e-mail

Last agent Voice and e-mail

Current agent Voice and e-mail

E-mail script E-mail

Chat script Chat

Chat script (1x announcement) Chat

Announcements

VU script Voice

VU script (1 x announcement) Voice



Announcement script Voice

Announcement script (1 x announcement)

Voice

Time slot (for Integral Enterprise, I55 only)

Voice



Connecting units

Change Task Tag Voice and e-mail

Change Skill Voice and e-mail

Skill reduction Voice and e-mail

Logic Voice

TaskTrap Voice and e-mail

System Conditions

Check time periods Voice and e-mail

Longest wait time exceeded Voice and e-mail

Number of calls/e-mails exceeded Voice and e-mail

Queue full Voice

Minimum number of signed on agents is exceeded

Voice and e-mail

Available agents fulfill the skill Voice and e-mail

Signed on agents fulfill the skill Voice and e-mail

Filters

New call Voice

Task tag Voice and e-mail

Wait time exceeded Voice and e-mail

Call distribution

Prioritized Voice and e-mail

Equal Voice and e-mail

Cyclic Voice

Collectors

Equal Voice and e-mail


Structure of the Task Flow Editor Just like other Windows applications, the Task Flow Editor has menus, commands, and a tool bar.

Opening the Task Flow Editor module You are signed on in the IP Office Contact Center system and would like to open the Task Flow Editor module.

Proceed as follows to open the Task Flow Editor module:

1. Click Administration on the taskbar.

2. Click Task Flow Editor. The Task Flow Editor module will open.

or

1. Select Task Flow Editor in the Window menu.

2. The Task Flow Editor module will open.

Module icon The following icon is used for the Task Flow Editor.

Menus The following schematic illustration shows the menus of the Task Flow Editor module.

Task Flow Set Edit Tools Window Help

Commands of the task flow set menu The following table shows the commands and functions of the task flow set menu.

Command Function

New Ctrl+N You create a new task flow set. For this command you can also use the key combination Ctrl + n.

Open Ctrl+O You open an existing task flow set. For this command you can also use the key combination Ctrl + o.

Close You quit editing a task flow set. You are asked whether you want to save the changes.


Command Function

Activate You activate a loaded task flow set. The VECTORS process then takes over this task flow set and uses it for the task distribution.

Reactivate Reactivates a task flow set. The VECTORS process then takes over this task flow set and uses it for the task distribution.

Save Ctrl+S Saves a task flow set. For this command you can also use the key combination Ctrl + s.

Save As Saves a task flow set under a new name.

About Information about the open task flow set is displayed. You can change name, comment and password.

Delete Deletes a task flow set.

Default task flow set You define a task flow set as a default task flow set. You can also reset a default task flow set.

Active task flow set Displays the active task flow set.

Export Exports task flow set data. Diese Funktion können Sie nur nutzen, wenn Sie einen TaskFlow-Set geöffnet haben.

Import Imports task flow set data.

Print Ctrl+P Prints a task flow set. You can also use the keystroke combination Ctrl + P for this command.

Print Preview Shows the print preview of the task flow set.

Printer Setup Opens the printer settings. You can set up a printer.

If the Edit task flow set privilege is not selected for you in the Configuration module and you have read-only rights, the following menu items are grayed:

• New

• Activate

• Reactivate

• Save

• Save As

• Delete


Commands of the Edit menu The following table shows the commands and functions of the Edit menu.

Command Function

New Group Inserts a new group in the task flow set.

New CallFlow Inserts a new call flow in the task flow set.

New E-mailFlow Inserts a new e-mail flow in the task flow set.

New Macro Inserts a new macro in the task flow set.

New E-mail Macro Inserts a new e-mail macro in the task flow set.

Delete Deletes the selected element.

Select all Ctrl+A Selects all elements of a call flow or an e-mail flow. For this command you can also use the key combination Ctrl + A.

Commands of the Tools menu The following table shows the commands and functions of the Tools menu.

Command Function

Options You can view the pre-defined settings for the onscreen presentation and Automatic save. You can change these settings.

Manage Source Priority Groups

You can view the sorting order for calls, e-mails, voice mails, and task tags.

Predefined conditions You can view the predefined conditions. You can create, change or delete pre-defined conditions.

TaskFlow Script You create a task flow script from the task flow set and save this task flow script as text file (txt).

TaskFlow SQL Script You create a SQL script from a task flow set and save this SQL script.

Syntax Check You check the configuration and syntax of the open task flow set.

Configuration Check You check whether the elements used in the task flow set are configured (Configuration module).

If the Edit task flow set privilege is not selected for you in the Configuration module and you have read-only rights, the following menu items are grayed:

• Predefined Conditions

• Syntax Check

• Configuration Check


Commands of the Window menu The following table lists the commands and functions of the Window menu.

Command Function

Cascade Displays all open task flow windows in cascading form.

Arrange Displays all open task flow windows on the screen without overlap.

Close All Closes all open task flow windows.

Arrange Symbols Arranges the symbols.

1 Example Displays the “Example” window in the foreground.

Commands of the Help menu The following table shows the commands and functions of the Help menu.

Command Function

Contents Displays the contents of the Online help. You can perform key-word searches.

Tool bar In addition to the key combinations for individual commands, the Task Flow Editor features a tool bar for frequently used commands. These icons provide commands you need frequently.

The following table lists the toolbar icons and their functions.

Icon Function Corresponds to

You create a new task flow set. TaskFlow-Set menu

New command

You open an existing task flow set.

TaskFlow-Set menu Open command

Saves the open task flow set. TaskFlow-Set menu

Save command

You activate a loaded task flow set. The VECTORS process then takes over this task flow set and uses it for the task distribution.

Task flow set menu Activate command

Prints the selected task flow of an open task flow set.

TaskFlow-Set menu Print command

Minimizes or maximizes the task flow set.

-

Minimizes or maximizes the tool bar.

-

Shows all open task flow windows without overlaps.

Window menu Arrange windows command

Shows all open task flow windows in cascading form.

Window menu Cascade TaskFlows command


Status bar The status bar shows current Help information, date, and time.

List of symbols This list provides icons for all elements you can use in a task flow set. The list is available as tab if a task flow set is open or if you create a new task flow set.

Scroll bars are available if necessary.

Please note that sources and destinations (except Release) must have been configured in the configuration module.

The following illustration shows part of the list of symbols.

Please refer to the respective chapters for details.

Selecting objects Objects such as agent groups are presented in tables. These tables show additional information on objects in columns.

You can customize the column arrangement of these tables, change the order of columns and display or hide columns. You can also search for certain entries.

Changing display order

Objects in a table are always shown in alphabetical order. You can sort the display alphabetically according to any column. You can sort in ascending or descending order. Information, such as a name, is presented alphabetically by default. This means that A comes after B, followed by C, etc.


Sorting in columns

Proceed as follows to sort the table according to a certain column.

1. Click the column heading.

2. The table is sorted alphabetically according to this information, e.g. the number. The column heading shows the symbol .

3. Click the column heading again to change the order.

4. The table is sorted in reverse order. The column heading shows the symbol .

Configuring the columns You can configure which information is shown in the table. The standard setting is used by default.

Proceed as follows to configure the columns.

1. In the table view, click the Columns button. The Configuration of Columns dialog opens.

2. Deselect Use defaults.

3. You can customize the visible columns with the buttons <<< (insert) >>> (remove), Up and Down.

4. Click OK to save your settings. The table of objects is then displayed with the configured columns.

Searching in columns

You can search a table for certain entries. You will find the respective search fields at the bottom area of the table. You can thus search a table containing many objects for specific objects with certain properties.

Proceed as follows to search for an agent, for example, with a certain number.

1. Enter "2", for example, in the search field for the number.

2. The first entry found is selected in the table. In our case, an agent whose number starts with "2".


How does a VECTORS process work with the task flow set?

With the Task Flow Editor module, you create a graphical representation of the task distribution. This is called a task flow set. The data of the task flow set is stored in the IP Office Contact Center database. The Task Flow Editor module creates a text file from the task flow set. This text file is called a task flow script. This task flow script is also stored in the database.

How does the vectors process work? The task flow script is the interface to the vectors process. When the task flow set is activated, the task flow script is written to the database and reported to the vectors process.

A process called vectors runs on the IP Office Contact Center server. This process manages the tasks. To do so, vectors needs a compiled form of a task flow script. When you activate a task flow set, it is first converted into a task flow script. VECTORS loads these data from the database and compiles them. If an error occurs during compilation, the task flow set is not activated. If no error occurs vectors runs the task distribution as defined with the task flow set.

When you start the IP Office Contact Center system the vectors process uses a pre-configured task distribution. This pre-configured setting is called the default task flow set. You can make any task flow set the default task flow set. However, this task flow set must have been active at least once before you can make it the default set. This ensures that no errors were detected when the task flow set was compiled.


Example: How a call flow set works The following illustration shows an exemplary call flow. The example explains how a call flow set works and how calls are processed.

The example shows a topic A, a prioritized distributor P, a logic unit L and five agent groups AG 1 through AG 5. It is assumed that only one agent is signed on to each agent group. The condition of the logic L is met by calls 1, 2, 4, 5 and 6 (Y). Call 3 fails to meet the condition (N).

Six callers dial the number of topic A successively. Distributor P prioritizes and distributes the calls.

The task flow set distributes the first caller to the agents of agent group AG 1. Since in this example only one agent is signed on to each group, AG 1 is now busy.

The task flow set distributes the second caller to agent group AG 2.

The task flow set distributes the third caller to agent group AG 4 because the condition of the logic L is not met (N).

The task flow set distributes the fourth caller to agent group AG 3 since the condition of the logic L is met (Y).

The task flow set distributes the fifth caller to agent group AG 5.

All agent groups are now busy for the sixth caller.

In this example Agent group AG 4 receives a call only if the agent groups AG 1 and AG 2 are busy and the condition of logic L is not met.

Topic A

2 1

3 4

Y N

Logic L

AG 1

AG 2

AG 3

AG 4

AG 5

Distr. P


How does a process handle tasks? Before you start creating a task flow set, you should familiarize yourself with some processing basics.

What does cycle mean? The VECTORS process works in 1-second cycles. Once every second, it looks at the entire task flow and checks whether there are any calls or e-mails to be distributed. If it finds a call or an e-mail that can be distributed, it gives the kernel process the task of distributing the call.

How can tasks be treated preferentially? A cycle lasts until no more tasks can be assigned. In the default setting, the cycle is divided into an online group and an offline group. Calls are examined in the online group. In the offline group, e-mails and voice messages are examined. You can change the default setting as you wish via the source priority groups.

A task list is created from the tasks. A task list can look like this, for example:

Prio Sorting Explanation

1 Waitthisqueue Configured

Optionally, task tags can also be configured

2 WaitTotal Configured


3 ringTotal Configured


4 (default setting for online group)

WaitTotal Default

5 (default setting for offline group)

WaitTotal Default

In this example, three priority groups are configured. A sorting order has been configured for these three priority groups. After the three configured priority groups, the online group always comes next, followed by the offline group. The online and offline groups contain the topics that are not configured in a priority group.

These access options ensure that a specific task is executed preferentially.

How are the settings processed?

The VECTORS process creates a list of all tasks. This list is sorted according to priority groups and sorting order. The entire list is processed from top to bottom. For each task, an attempt is made to find a destination according to the task flow set.


Terms for the Task Flow Editor This topic explains the terms used in the Task Flow Editor. Familiarize yourself with these terms.

Task flow set The VECTORS process controls the task distribution of the PBX. To do so, the vectors process needs a graphical representation of the desired task distribution. This graphical representation is provided by the task flow set. The task flow set contains all sources and destinations. The connections between the sources and destinations are specified in the task flow set. You can use collectors and distributors for the connections. Moreover, you can determine conditions for the distribution with logic units.

A task flow set can consist of several groups, call flows, e-mail flows, macros, and e-mail macros. The number of groups, call flows, e-mail flows, macros, and e-mail macros is unlimited.

Name Each task flow set has an unambiguous name. You can use a maximum of 29 alphanumeric characters for the name.

Your agent-name is automatically entered when you create a task flow set. You can change this entry. You can use a maximum of 29 alphanumeric characters for the author entry.

Password Every task flow set can be password-protected.

Note: When a task flow set is protected by a password,

it cannot be opened, edited, or reactivated by anyone without the correct password. You can use a maximum of 29 alphanumeric characters for the password.

Comment You can enter a comment for the task flow set. You can use a maximum of 254 alphanumeric characters for the comment.

Icon

The following illustration shows the icon for a task flow set.

Example: task flow set The following illustration shows a task flow set with a group, a call flow and a macro.


Group A group can consist of task flows and macros. The number of task flows and macros is unlimited. Groups help you to maintain a clear task flow set layout.

You can create any number of groups.

Name

Each group has an unambiguous name. You can use a maximum of 29 alphanumeric characters for the name.

Icon

The following illustration shows the icon for a group.

Call flow In a call flow, you specify how calls are distributed in the VECTORS process.

A call flow can consist of labels, sources, distributors, collectors, destinations, connectors and macros. Sources, distributors, collectors, destinations, connectors and macros are linked with connections. You can select a specific group when creating a call flow.

You can create any number of call flows.

Name

Each call flow has an unambiguous name. You can use a maximum of 29 alphanumeric characters for the name.

Icon

The following illustration shows the icon for a call flow.

Example: call flow

The following illustration shows a call flow for the call distribution of two topics to one agent group.


E-mail flow In an e-mail flow, you specify how e-mails are distributed in the VECTORS process.

An e-mail flow can consist of labels, sources, distributors, collectors, destinations, connectors and e-mail macros. Sources, distributors, collectors, destinations, connectors and e-mail macros are linked with connections. You can select a specific group when creating an e-mail flow.

You can create any number of e-mail flows.

Name Each e-mail flow has an unambiguous name. You can use a maximum of 29 alphanumeric characters for the name.

Icon

The following illustration shows the icon for an e-mail flow.

Macro With a macro you can use the frequently used processes several times in a call flow. You only have to create the macro once.

A macro can consist of labels, sources, destinations and connectors.

You cannot use a macro within a macro. Sources, destinations and connectors are linked with connections. A macro has a fixed number of input and exit connectors.

You can create a maximum of 1,000 input connectors and 1,000 exit connectors for one macro.

You can select a specific group when creating a macro.

You can create any number of macros.

Name

Each macro has an unambiguous name. You can use a maximum of 29 alphanumeric characters for the name.

Comment

You can enter a comment for each macro. You can use a maximum of 254 alphanumeric characters for the comment.

Icon

The following illustration shows the icon for a macro.


What to avoid if you want to use a macro repeatedly

If you want to use a macro repeatedly within a call flow, you must not use the following elements in the macro.

• Call

• Agent group

• Agent

• VU script

• Announcement script

• External destination

• Time slot (for Integral Enterprise, I55 only)

• Voice mail

You can use these elements in a macro. However, if you do so, you can only use this macro once in the same call flow.

You can only use a macro in a task flow set once if the exit connector of a source is assigned in the macro.

You can only use the elements in a macro that are not contained in the call flow you want to insert the macro in.

No copying

You cannot copy macros.

How do you get information about the macro? If you double-click the active area of a macro, a list with the names of the call flows using this macro is displayed.

If the macro is not used in a call flow the message <This macro is not used> is displayed.


E-mail macro With an e-mail macro you can use the frequently used processes several times in an e-mail. You only have to create the e-mail macro once.

An e-mail macro can consist of labels, sources, destinations and connectors.

You cannot use another e-mail macro in an e-mail macro. Sources, destinations and connectors are linked with connections. An e-mail macro has a fixed number of input and exit connectors.

You can create a maximum of 1,000 input connectors and 1,000 exit connectors for one e-mail macro.

You can select a specific group when creating an e-mail macro.

You can configure any number of e-mail macros.

Name

Each e-mail macro has an unambiguous name. You can use a maximum of 29 alphanumeric characters for the name.

Comment You can enter a comment for each e-mail macro. You can use a maximum of 254 alphanumeric characters for the comment.

Icon

The following illustration shows the icon for an e-mail macro.

What to avoid if you want to use an e-mail macro repeatedly

If you want to use an e-mail macro repeatedly within an e-mail flow, you must not use the following elements in the e-mail macro.

• E-mail

• Agent group

• Agent


If you use these elements in an e-mail macro, you can only use this e-mail macro in an e-mail flow once.

You can only use an e-mail macro in an e-mail flow once if the exit connector of a source is assigned in the e-mail macro.

You can only use the elements in an e-mail macro that are not contained in the e-mail flow you want to insert the e-mail macro in.

No copying

You cannot copy e-mail macros.

How can you obtain information about the e-mail macro?

If you double-click the active area of an e-mail macro, a list with the names of the e-mail flows using this e-mail macro is displayed.

If the e-mail macro is not used in an e-mail flow, the message <This macro is not used> is displayed.


Ports and connections Connections start at one port and end at another port.

What is a port? All macros, sources, destinations and connecting units have ports.

Ports can be either input connectors or exit connectors. The ports on the left side of an element are input connectors; the ports on the right are exit connectors.

A port can be free, busy or busy in another task flow. Colors indicate the individual states.

Ports are marked with numbers. Each port can only accommodate one connection. Element properties permitting, a new port is automatically created when you assign a connection to a port.

What is a connection?

The link between an input connector (port) and an exit connector (port) is called a connection. A line represents a connection graphically.

You can only connect free ports. You cannot assign several connections to one port.

What are corner points?

For a clearer layout you can add corner points and colors to connections.

Example of a task flow

The following illustration shows a task flow. The grid is switched on in this example.


Default task flow set You can make any task flow set the default task flow set.

Why do you need a default task flow set? After a restart, the VECTORS process works with the default task flow set.

What if there is no default call flow set?

If you have not specified a default task flow set, no tasks are distributed when the IP Office Contact Center server is restarted.

Only with an Integral Enterprise, I55 PBX does the PBX take over the call distribution (internal call distribution).

Task flow script The VECTORS process can only process one task flow script. The task flow script provides the task flow set in a syntax similar to the C programming language.

What happens when you activate a task flow set?

When you activate a task flow set, the following actions are carried out:

1. The task flow set is checked.

2. The task flow set is converted into a task flow script.

3. The task flow script is stored in the database.

4. The VECTORS process is informed.

5. The VECTORS process works with the task flow script.

What happens if errors are detected during the test?

A task flow set is not activated if the test shows errors. An error occurs, for example, if you try to use a topic in a task flow set that was deleted in the Configuration module.

Label You can label a call flow, an e-mail flow, a macro, or an e-mail macro with the labeling field.

Properties

You can enter up to 256 alphanumeric characters in the corresponding box. You can change the size of the input field.

You can create any number of labels.

Icon The following icon is used for labels.

abc label


Trace Task The Trace Task element is used to output a task tag in the following form from the VECTORS process to TTrace with the category VEC_print.

TaskTag name

TaskTag value

TaskTag

You can select a TaskTag.

Comment

You can enter a comment for the Trace Task element. You can use a maximum of 254 alphanumeric characters for the comment.

Icon

The following icon is used for Trace Task.

Sources Which sources you use depends on whether you are creating a call flow or an e-mail flow.

Sources for call flow

You can use the following sources in a call flow or macro.

• Application-specific topic for telephone calls

• Application-specific topic for voice mails

Sources for e-mail flow

You can use the following source in an e-mail flow or an e-mail macro.

• Application-specific topic for e-mails

What has to be done before you can use a source?

To be able to use a source in a call flow, e-mail flow, macro, or e-mail macro, the source must have been configured with the configuration module.

Comment

You can enter a comment for a source. You can use a maximum of 254 alphanumeric characters for the comment.

Topic as source

You can use a topic as a source. You must select a configured topic. A topic as source has one exit connector.

Icons for a topic as source

The Task Flow Editor uses the following icons for topics.

Application-specific topic for telephone calls

Application-specific topic for voice mails

Application-specific topic for e-mails


Overview of destinations Which destinations you use depends on whether you are creating a call flow or an e-mail flow.

Destinations for call flows and macros

You can use the following destinations in a call flow or macro.

• Agent group

• Telephone calls

• Agent


• Release

• Personal contact

• Last Agent

• Current agent

• E-mail script

• VU script

• VU script (1 x announcement)

• Announcement script

• Announcement script (1 x announcement)

• Time slot (for Integral Enterprise, I55 only)

Destinations for e-mail flows and e-mail macros

You can use the following destinations in an e-mail flow or an e-mail macro.

• Agent group

• E-mail

• Agent



• Last Agent

• Current agent


Destinations for chat flow and chat macro

You can use the following destinations in a chat flow or a chat macro.

• Agent group

• Chat

• Agent


• Last Agent

• Current agent

• Chat script

• Chat script (1x announcement)

Prerequisite

Please note that the destinations (apart from Release) must have been configured in the configuration module.


Agent group as destination You can use an agent group as a destination. You have to select an agent group. An agent group can have a maximum of 1,000 input connectors.

You have to select an agent group when inserting this destination in a call flow or e-mail flow.

Comment

You can enter a comment. You can use up to 254 alphanumeric characters for the comment .

Sort agents by You can sort the agents according to idle times, priority or skills. The agents are listed and assigned according to the sorting criteria and the sorting direction.

For further information please refer to the topic Sorting

Determine sort order for topic

You can determine the sorting order for skills per topic.

For further information please refer to the topic Sorting

Icon: Agent group as destination

The following icon is used for an agent group in the Task Flow Editor.

Telephone calls as destination You can use a telephone call as a destination. You must select a telephone call. A telephone call can have a maximum of 1,000 input connectors.

You have to select a telephone call when inserting this destination in a call flow.

Comment


Icon: Telephone call as destination

The following icon is used in the Task Flow Editor for a telephone call as a destination.


E-mail as destination You can use an e-mail as a destination. You have to select an e-mail. An e-mail can have a maximum of 1,000 input connectors.

You have to select an e-mail when inserting this destination in an e-mail flow.

Comment


Icon: E-mail as destination

The following icon is used in the Task Flow Editor for an e-mail as a destination.

Agent as destination You can use an agent as a destination. You must select an agent. An agent can have a maximum of 1,000 input connectors.

You have to select an agent when inserting this destination in a call flow or e-mail flow.

Comment


Icon: Agent as destination

The following icon is used in the Task Flow Editor for an agent.

External destination as destination You can use an external destination as a destination. An external destination can have a maximum of 1,000 input connectors. You have to configure external destinations with the configuration module. An external destination can be a destination within the PBX or outside of it. Pay attention to the delay time of external destinations. The delay time determines the length of time during which the destination is blocked for task flow processing if the destination is busy. A delay time is set for each destination with the configuration module.

You have to select an external destination when inserting this destination in a call flow.

Comment

You can enter a comment. You can use up to 254 alphanumeric characters for the comment.

Icon: External destination as destination

The following icon is used in the Task Flow Editor for an external destination.


Release as destination You can use the Release process as a destination. The Release element has one input connector.

What does Release mean?

Release means that the connection is cleared.

Icon: Release as destination

The following icon is used in the Task Flow Editor for Release.

Personal contact as destination A personal contact as a destination has one input connector.

What does a personal contact do in a call flow?

A call is distributed to a personal contact if the customer recognition identifies the call and the call flow is configured accordingly.

Several agents can be configured as the personal contacts for one customer. The first available agent (personal contact) in the list is assigned the call. A topic can also be configured as a personal topic. In this case, a call flow must also be defined for this topic.

What does a personal contact do in an e-mail flow?

An e-mail is distributed to a personal contact when the IP Office Contact Center system identifies an e-mail sender and the e-mail flow is configured accordingly.

Several agents can be configured as the personal contacts for one customer. The first available agent (personal contact) in the list is assigned the e-mail.

How do you configure personal contacts? Customers are configured in the configuration module. You can assign personal contacts to a customer.

Icon: personal contact

The following icon is used in the Task Flow Editor for a personal contact.


Last agent as destination You can use the last agent as a destination.

Prerequisites The following prerequisites have to be met if you want to use the last agent as a destination.

• Topic In the configuration module, the routing must be configured appropriately for the topic. In the configuration module, a countdown (hold time) and a minimum contact time must be set for the corresponding topic in the Routing function.

• Number The number of the caller must be transmitted.

What is Last agent?

You can use last agent to connect a caller who calls back within the configured hold time to the same agent or to send an e-mail that arrives from the same sender within the hold time to the same agent.

Telephone call

Example: A caller talked to an agent and calls the same topic (e.g. Accounting) again later. If last agent is active the caller is reconnected to the same agent. If the agent is busy or is not signed on, the call is distributed as usual.

Note: Even if the same caller calls another topic (e.g. Hotline) he is still reconnected to the same agent if the agent is signed on and available. The System-wide option for the Last agent function must also be selected in the Special settings of the configuration module. If the Topic-specific option is selected, the call is only distributed to the same agent if the caller dials in to the same topic.

E-mail

Example: An agent has received an e-mail. The customer sends another e-mail to the same topic (e.g. Accounting) at a later time. If Last agent is active the e-mail is distributed to the same agent. The agent must be signed on.

If the agent is processing an e-mail, the e-mail is still distributed to him.

Icon: last agent The following icon is used in the Task Flow Editor for last agent.


How do you create a call flow set or e-mail set with last agent?

The following instructions tell you how to create a task flow set using last agent. In the example, a call is first distributed to the Last agent first, then to the current agent, then to the personal contact and only after that to any available agent.

1. You use a hierarchical distributor in the call flow set.

2. You connect exit connector 1 to a last agent.

3. You connect exit connector 2 to a current agent if you are also using the IP Office Contact Center system for e-mails.

4. You connect exit connector 3 to a personal contact so you can use customer recognition.

5. You use exit connector 4 for the usual distribution.

Current agent as destination You can use current agent as a destination.

Prerequisites In order to use the current agent function, this agent’s e-mail address and number must be configured appropriately.

What is the current agent?

You can use the current agent function to connect a caller to an agent if this agent has received or is processing the customer’s e-mail. The call is distributed to this agent.

Icon: current agent

The following icon is used in the Task Flow Editor for a current agent.

How do you create a call flow set or e-mail set with current agent?

The following instructions tell you how to create a task flow set using current agent. In the example, a call is first distributed to the Last agent first, then to the current agent, then to the personal contact and only after that to any available agent.

1. You use a hierarchical distributor in the call flow set.

2. You connect exit connector 1 to a last agent.

3. You connect exit connector 2 to a current agent if you are also using the IP Office Contact Center system for e-mails.

4. You connect exit connector 3 to a personal contact so you can use customer recognition.

5. You use exit connector 4 for the usual distribution.


E-mail Script as destination You can use an E-mail script as a destination. You must select an E-mail script. An E-mail script can have a maximum of 1,000 input connectors.

You have to select an E-mail script when inserting this destination in a call flow.

The E-mail script is handled from the process UMRTaskserver. The process checks the text of the email for appropriate words. As results TaskTags UM_ScanResult<n> (Example: UM_ScanResult1) are set with true or false. These TaskTags can evaluate in the Taskflow.

Comment


Icon for a E-mail script as destination

The following icon is used in the Task Flow Editor for a E-mail script.

Chat script as destination You can use an chat script as a destination. You must select a chat script. You have to select a chat script when inserting this destination in a call flow. A chat script is configured in the modul Configuration.

A chat script sent a configured test to the chat participant, eg. a greeting.

The chat client shows a system message.

Comment


Icon for a Chat script as destination The following icon is used in the Task Flow Editor for a Chat script.

Chat script (1x announcement) as destination You can use an chat script (1x announcement) as a destination. You must select a chat script. You have to select a chat script when inserting this destination in a call flow. A chat script is configured in the modul Configuration.

A chat script sent a configured test to the chat participant, eg. a greeting.

The chat client shows a system message.

Comment


Icon for a Chat script (1x announcement) as destination

The following icon is used in the Task Flow Editor for a Chat script (1x announcement).


VU Script as destination You can use a VU script as a destination. You must select a VU script. A VU script can have a maximum of 1,000 input connectors.

You have to select a VU script when inserting this destination in a call flow.

If the script is free of cost, then a green triangle appears in the symbol.

Comment


Icon for a VU script as destination

The following icon is used in the Task Flow Editor for a VU script.

VU script (1x announcement) as destination You can use a VU script (1x announcement) as a destination. You must select a VU script. A VU script (1x announcement) can have a maximum of 1,000 input connectors and 1 exit connector. A VU script (1x announcement) has one Error-exit connector. There are 10 channels available for the VoiceControl. When no channels are available and the VU script has yet not been played, the system distributes on the Error-exit connector. Is the Error-exit connector not assigned, the system distributes on the one exit connector.

You have to select a VU script when inserting this destination in a call flow.


Configuration

Please refer to the Online help for the Configuration module for what to observe when configuring a 1x (one-time) announcement.

Comment


Icon: VU script (1x announcement) as destination

The following icon is used in the Task Flow Editor for a VU script (1x announcement).

Announcement script (DSPF) as destination You can use a DSPF script as a destination. You must select an announcement script. An announcement script can have a maximum of 1,000 input connectors.

You have to select an announcement script when inserting this destination in a call flow.


Comment You can enter a comment. You can use up to 254 alphanumeric characters for the comment .

Icon for an announcement script as destination


The following icon is used in the Task Flow Editor for an announcement script (DSPF).


Announcement script (1x announcement) as destination You can use an announcement script (1x announcement) as destination. You must select an announcement script. An announcement script (1x announcement) can have a maximum of 1,000 input connectors and 1 exit connector.

You have to select an announcement script when inserting this destination in a call flow.


Configuration

Please refer to the Online help for the Configuration module for what to observe when configuring a 1x (one-time) announcement.

Comment


Icon: announcement script (1x announcement) as destination

The following icon is used in the Task Flow Editor for an announcement script (1x announcement).

Time slot as destination (for Integral Enterprise, I55 only) You can use a time slot as a destination. A time slot can have a maximum of 1,000 input connectors.

You have to select a time slot when inserting this destination in a call flow.

Comment You can enter a comment. You can use up to 254 alphanumeric characters for the comment .

Icon for a time slot as destination

The following icon is used in the Task Flow Editor for a time slot.


Overview of connecting units For the Task Flow Editor, there is a license called Feat_CIE-CC_extUI. This license enables an advanced mode for the Taskflow Editor. You must have this license to use the following elements.

• Logic

• Equal distributor

• Cyclic distributor

If you do not have the license or the Advanced mode privilege, you cannot open task flow sets with these elements.

You can use the following connecting units in a call flow, an e-mail flow, a macro, or an e-mail macro.

• Logic (only call flow)

• Check Time Periods

• Skill reduction

• Wait time exceeded

• Longest wait time exceeded

• Number of calls/e-mails exceeded

• Queue full

• Minimum number of signed on agents exceeded

• Available agents fulfill the skill

• Signed-on agents fulfill the skill

• New call filter

• Task tag filter

• Prioritized distributor

• Equal distributor

• Cyclic distributor

• Equal collector

Additional topics for connecting units

Please note the context between the following topics and connecting units.

• Sorting

• Condition

• Task Tag Operation


Logic This element is only available if the user has the Advanced mode privilege and the Feat_CIECC_extUI license is available.

You can use a logic unit for a connection. A logic unit has one input connector and two exit connectors. Distribution to the exit connectors depends on the conditions defined for the logic unit.

In a logic, you can specify that a certain task tag operation is executed, depending on the distribution to the Y- or N-exit connector.

You can create any number of logics.

A logic can used in a call flow or a macro (not for e-mail).

Name

Each logic element has an unambiguous name. You can use a maximum of 29 alphanumeric characters for the name.

Do not use the sting "_1x" at the end of the name.

You are not allowed to use VUScript1xReady as the name of a logic element.

Comment

You can enter a comment for logic. You can use a maximum of 254 alphanumeric characters for the comment.

Icon

The following icon is used in the Task Flow Editor for a logic.

Conditions With a condition you determine how the logic distributes a task.

The task is distributed to the Y-exit connector if the condition is met.

The task is distributed to the N-exit connector if the condition is not met.

For further information please refer to: Condition

Task Tag Operations With logics, you can specify TaskTag operations for the exit connectors.

For further information please refer to: Task Tag Operation


Distribution lists You can use the following distributors in a task flow or a macro:

• Prioritized

• Equal

• Cyclic

The Equal distributor and Cyclic distributor elements are only available if the user has the Advanced mode privilege and the Feat_CIECC_extUI license is available.

There are three different types of distributors: prioritized, non-prioritized (equal), and cyclic. Every distributor has one input connector and a maximum of 1,000 exit connectors.

You can use any number of distributors.

Name

Each distributor has an unambiguous name. You can use a maximum of 29 alphanumeric characters for the name.

Comment

You can enter a comment for a distributor. You can use a maximum of 254 alphanumeric characters for the comment.

Prioritized

With a distributor, you can distribute a connection to several destinations. The distribution is done hierarchically. This means that you determine the order with the numbers of the exit connectors. 1 means priority 1 (highest), 2 means priority 2 (lower than 1), 3 means priority 3 (lower than 2), etc.

Icon for prioritized

The following icon is used in the Task Flow Editor for a prioritized distributor.

Equal With a distributor, you can distribute a connection to several destinations. The distribution is done according to probability. Any free destination is seized. The numbers of the exit connectors do not denote an order. If, for example, three destinations are idle, the call might be distributed to destination 2. The order of the distribution cannot be calculated.

Icon for equal The following icon is used in the Task Flow Editor for an equal distributor.


Cyclic

With a distributor, you can distribute a connection to several destinations. The distribution is done cyclically. Cyclic means that the exit connectors are used in turn. If there are three exit connectors the first call is distributed to exit connector 1, call two to exit connector 2, call three to exit connector 3, call four again to exit connector 1, etc.

Icon for cyclic

The following icon is used in the Task Flow Editor for a cyclic distributor.


Check time periods You can select Check time periods as a connecting unit. Check time periods has one input connector and one Yes-exit connector and one No-exit connector each. The Yes-exit connector is used if the condition is fulfilled. Otherwise, the No-exit connector is used.

You have to select a Check time periods when inserting this connecting unit in a call flow or e-mail flow.

The date format corresponds to the short time format set by Windows users. The time format corresponds to the time format set by Windows users.

Interpreting the data entered

Condition

(Date && Time && (Day of week || Day of week)) || Breaks || blocked periods)

The date, time, and day of the week form a common block. They are linked with a logical AND, whereby the selected day of the week is linked with a logical OR. The remaining two blocks, breaks and blocked periods, are linked with a logical OR.

Yes-exit connector

The message is distributed to the Yes-exit connector When either the date and the time and the day of the week correspond to the current time or When the day of the week corresponds to the current day of the week or When the break (option active) corresponds to the current time or When the break (option inactive) does not correspond to the current time or When the blocking time (option active) corresponds to the current time or When the blocking time (option inactive) does not correspond to the current time

Name Enter a title for the Check time periods element.

Date

You can enter the short form of the date. The correct format will be added automatically.

Time

You can enter the short form of the time. The correct format will be added automatically.

Weekdays

Select one or more weekdays on which the Check time periods element will be started.


Time off

As an option, select whether breaks will not be used or whether they will be active or inactive.

Blocked periods

As an option, select whether blocked periods will not be used or whether they will be active or inactive.

Comment


Icon for Check Time Periods

The following icon is used in the Task Flow Editor for Check time periods.

Change TaskTag Use the Change TaskTag element to change a TaskTag.

You can select a Change TaskTag element as a connecting unit.

TaskTag

Click and select a TaskTag. You can only select a user-defined TaskTag.

Operation You can execute the following operations.

Operation Explanation

= Assigns the value specified in the value field to the TaskTag.

+= Adds the value specified in the value field to the TaskTag.

lower Converts the TaskTag string to lower-case letters.

upper Converts the TaskTag string to upper-case letters.

Execute only after successful assignment You can select whether the operation is only executed after successful assignment.

Value Specifies a value. If you select lower or upper as an operation, you cannot enter a value.

Comment You can enter a comment. You can use a maximum of 254 alphanumeric characters for the comment .

Symbol for change TaskTag The following symbol is used in the TaskFlow Editor for a Change TaskTag element.


Change skill Use the Change skill element to change a skill.

You can select a Change skill element as a connecting unit.

Skill

Click and select a skill.

Operation You can execute the following operations.

Operation Explanation

= Assigns the value specified in the value field to the skill.

+= Adds the value specified in the value field to the skill.

lower Converts the skill string to lower-case letters.

upper Converts the skill string to upper-case letters.

Value Specifies a value. If you select lower or upper as an operation, you cannot enter a value.


Symbol for Change skill The following symbol is used in the TaskFlow Editor for a Change skill element.

Skill reduction With the skill reduction element, you can reduce a skill. You can specify the number of seconds after which a skill is reduced by a defined value.

You can select skill reduction as a connecting unit.

You have to select a skill reduction when inserting this connecting unit in a call flow or e-mail flow.

Skill

Click the button and select a skill.

Reduce skill every x seconds by a % value

In the two fields, enter the number of seconds after which the skill should be reduced by a specific percentage.


Value range

Value From To

Seconds 10 100,000

% value 0 100

Comment


Icon for skill reduction

The following icon is used in the Task Flow Editor for skill reduction.

TaskTrap A new task entered in the system is always evaluated in the Vectors process starting from its topic. When a task reaches a TaskTrap element, the task is selected there and further distributed as usual. However, the next time this task is evaluated, the task enters at the position of the corresponding TaskTrap element, rather than going through the TaskFlow starting at the beginning of the topic. Thus, it is possible to “trap” a task behind a specific location in the TaskFlow, thus disabling any modifying conditions before the TaskTrap element.

Name You must enter a unique name in the IP Office Contact Center system for the TaskTrap element. You can use a maximum of 29 alphanumeric characters for the name.


Symbol for TaskTrap The following symbol is used in the TaskFlow-Editor for TaskTrap.


Wait time exceeded You can use this element to check whether the wait time of the call or e-mail under consideration is longer than the duration to be set here.

You can use this element if the caller or e-mail should be handled differently after a certain wait time in the topic (e.g., sent to an overflow topic or an external destination).

You can select wait time exceeded as a connecting unit. Wait time exceeded has one input connector and one Yes-exit connector and one No-exit connector each. The Yes-exit connector is used if the condition is fulfilled. Otherwise, the No-exit connector is used.

You have to select wait time exceeded when inserting this connecting unit in a call flow or e-mail flow.

Wait time in topic (mm:ss) > in call flow

Enter the wait time. Value From To

Wait time in topic (mm:ss) >

0 120 minutes

Wait time in topic (dd:hh:min) > in e-mail flow


Wait time in topic (dd:hh:min) >

10 (minutes) 30 (days)

Variable for wait time You can select a variable for the wait time. Object, tag and value are shown in a list. Variables are specified in the configuration module.

1. Click to select a variable.

Comment


Icon for Wait time exceeded

The following icon is used in the Task Flow Editor for wait time exceeded.


Longest wait time exceeded The longest wait time exceeded element is used to check the wait times of all calls or e-mails in the selected topic. The condition is fulfilled if the wait time of the longest waiting caller or e-mail in the topic exceeds the duration specified in this element.

You can use this element if the caller or e-mail should be handled differently if the wait time is expected to be exceedingly long (e.g., sent to an overflow AG or an external destination).

The longest wait time exceeded element is used to check the longest wait time of all calls in the selected topic.

You can select longest wait time exceeded as a connecting unit. Longest wait time exceeded has one input connector and one Yes-exit connector and one No-exit connector each. The Yes-exit connector is used if the condition is fulfilled. Otherwise, the No-exit connector is used.

You have to select a longest wait time exceeded when inserting this connecting unit in a call flow.

Topic

Click the Select button and select a topic.

Wait time in topic (mm:ss) > in call flow


Wait time in topic (mm:ss) >

0 (seconds) 120 minutes

Wait time in topic (dd:hh:min) > in e-mail flow


Wait time in topic (dd:hh:min) >

10 (minutes) 30 (days)

Variable for wait time You can select a variable for the wait time. Object, tag and value are shown in a list. Variables are specified in the configuration module.


Comment


Icon for Longest wait time exceeded

The following icon is used in the Task Flow Editor for longest wait time exceeded.


Number of calls/e-mails exceeded In the Number of calls/e-mails exceeded element, the number of calls or e-mails waiting in the selected topic is compared with the configured value. If the number of waiting calls or e-mails is greater than the configured value, the condition is fulfilled.

You can use this element if you want to limit the number of waiting calls or e-mails.

In the number of calls/e-mails exceeded element, you can set a value at which the flow is distributed to the Yes-exit connector.

You can select number of calls/e-mails exceeded as a connecting unit. Number of calls/e-mails exceeded has one input connector and one Yes-exit connector and one No-exit connector each. The Yes-exit connector is used if the condition is fulfilled. Otherwise, the No-exit connector is used.

When inserting this connecting unit in a call flow or e-mail flow, you must select the number of calls/e-mails exceeded in the topic.

Topic

Click the Select button and select a topic.

Number of calls/e-mails >

Enter the number of calls or e-mails. This value ranges from 0 to 100,000.

Variable for number of calls/e-mails

You can select a variable for the Number of calls/e-mails value. Object, tag and value are shown in a list. Variables are specified in the configuration module.


Comment


Icon for Number of calls/e-mails exceeded

The following icon is used in the Task Flow Editor for number of calls/e-mails exceeded.

Queue full In the Queue full element, the number of calls or e-mails waiting in the topic is compared with the queue size. The size of the queue is determined by the number of agents signed on to the agent group under consideration and the queue factor. The queue factor is configured when the agent group is configured. If the number of calls or e-mails waiting in the queue is greater than the product of the queue factor and the number of agents signed on to the AG, the Queue full and the condition is fulfilled.

When the queue is full, the flow is distributed to the Yes-exit connector.

You can select Queue full as a connecting unit. Queue full has one input connector and one Yes-exit connector and one No-exit connector each. The Yes-exit connector is used if the condition is fulfilled. Otherwise, the No-exit connector is used. To have a full queue trigger a call or an e-mail the Queue full object has to be placed after the New call object.


You have to select a Queue full when inserting this connecting unit in a call flow.

Topic

Click the button and select a topic.

Agent group

Click the button and select an agent group.

Comment

You can enter a comment. You can use up to 254 alphanumeric characters for the comment

Icon for Queue full

The following icon is used in the Task Flow Editor for Queue full.

Minimum number of signed on agents exceeded When the value for the number of signed on agents in an agent group has been exceeded, the flow is distributed to the Yes-exit connector.

You can select Minimum number of signed on agents exceeded as a connecting unit. Minimum number of signed-on agents exceeded has one input connector and one Yes-exit connector and one No-exit connector each. The Yes-exit connector is used if the condition is fulfilled. Otherwise, the No-exit connector is used.

You have to select an agent group when inserting this destination in a call flow or e-mail flow.

Agent group

Click the Select button and select an agent group.

Number of signed-on agents > Enter the number of signed-on agents. This value ranges from 0 to 100,000. In general, it is best to use single-digit values.

Variable for number of signed on agents

You can select a variable for the Number of signed on agents value. Object, tag and value are shown in a list. Variables are specified in the configuration module.


Comment


Icon for Minimum number of signed-on agents exceeded The following icon is used in the Task Flow Editor for Minimum number of signed-on agents exceeded.


Available agents fulfill the skill The Available agents fulfill the skill element is used to check whether at least one available agent who fulfills the skills required on the call or e-mail is present in the selected agent group. If an available agent is present, the condition is fulfilled. If the condition is not fulfilled, you can reduce the skill using the Skill reduction element, for example, until an agent fulfills the skill requirement.

When an available agent fulfills the skill requirement, the flow is distributed to the Yes-exit connector.

You can select available agents fulfill the skill as a connecting unit. Available agents fulfill the skill has one input connector and one Yes-exit connector and one No-exit connector each. The Yes-exit connector is used if the condition is fulfilled. Otherwise, the No-exit connector is used.

You have to select available agents fulfill the skill when inserting this connecting unit in a call flow or e-mail flow.

Agent group Click the Select button and select an agent group.

Comment


Icon for Available agents fulfill the skill

The following icon is used in the Task Flow Editor for available agents fulfill the skill.

Signed-on agents fulfill the skill This element is used to check whether at least one agent who fulfills the skills required on the call or e-mail is available in the selected agent group.

When a signed-on agent fulfills the skill requirement, the flow is distributed to the Yes-exit connector.

You can select signed-on agents fulfill the skill as a connecting unit. Signed-on agents fulfill the skill has one input connector and one Yes-exit connector and one No-exit connector each. The Yes-exit connector is used if the condition is fulfilled. Otherwise, the No-exit connector is used.

You have to select signed-on agents fulfill the skill when inserting this connecting unit in a call flow or e-mail flow.

Agent group

Click the Select button and select an agent group.

Comment


Icon for Signed-on agents fulfill the skill The following icon is used in the Task Flow Editor for signed-on agents fulfill the skill.


Filters Filters only allow those tasks through that satisfy the filter condition. Filters are used behind the prioritized distributors.

Which filters you use depends on whether you are processing a call flow or an e-mail flow.

Filters for call flow

You can use the following filters in a call flow or macro.

• New call

• Task tag

Filters for e-mail flow

You can use the following filter in an e-mail flow or an e-mail macro.

• Task tag

New call This element is used to check whether the call was new to the system. A call is new as long as it has not been distributed to an agent or external destination, an announcement has not yet been played for the caller, and as long as it has not been queued in a topic queue without an announcement.

You can select new call as a connecting unit.

You have to select new call when inserting this filter in a call flow.

Nothing can be configured Note that you cannot and must not configure anything for a new call filter.

Icon for New call

The following icon is used in the Task Flow Editor for a new call.


Task tag You can select task tag as a connecting unit.

You have to select task tag when inserting this filter in a call flow or e-mail flow.

Task tag

Click the button and select a task tag.

Operation

Click the arrow and select an operation.

Comparison value

Click the button and select a comparison value.

Value range If the task tag is a number type, the value ranges from 0 to 100,000.

Permissible operators depend on the data type of the skill:

String data type Number data type

“==” “! =” “contains”(contains partial string) “not contains” ”(does not contain partial string)

“==” “! =” “<=” ”<” ” >=” ”>”

Comment


Icon for Task tag

The following icon is used in the Task Flow Editor for a task tag.


Collectors You can use collectors in a call flow, an e-mail flow, a macro, or an e-mail macro. With a collector, you can collect several topics that you want to handle the same way in the task flow, for example

You can use as many collectors as you wish.

• Equal collector

Name

Each collector has an unambiguous name. You can use a maximum of 29 alphanumeric characters for the name.

Comment

You can enter a comment for a collector. You can use a maximum of 254 alphanumeric characters for the comment.

Equal collector

With a collector you can collect several sources and distribute them to one destination. A collector has a maximum of 1,000 input connectors and one exit connector.

Icon

The following icon is used in the Task Flow Editor for an equal collector.


Sorting For agent groups you can set the sorting order according to idle times, priority or skills. The agents are listed and assigned according to the sorting criteria and the sorting direction.

You can also use task tags to sort the call list.

As a general principle of sorting, the smallest number comes first when the order is ascending and the largest number comes first when the order is descending .

Sorting criterion for agent groups: IdleTime

You can sort the agents of an agent group according to idle times.

Sorting direction You can select ascending or descending order. Icons indicate the sorting direction.

Ascending The sorting order is ascending. The agent with the shortest idle time is selected first, then the agent with the second shortest idle time, etc.

Descending The sorting order is descending. The agent with e.g. the longest idle time is selected first, then the agent with the second longest idle time etc.

Sorting criterion for agent groups: Skills

You can sorting the agents of an agent group according to skills.


Ascending The sorting order is ascending. The agent with the lowest skill (20) is selected then the agent with the second lowest skill (30) etc.

Descending The sorting order is descending. The agent with the highest skill (80) is selected, then the agent with the second highest skill (70), etc.

Sorting criterion for agent groups: Skills per topic

You can determine the sorting order for skills per topic.


Ascending The sorting order is ascending. The agent with the highest skill is selected then the agent with the second highest skill etc.

Descending The sorting order is descending. The agent with the lowest skill is selected then the agent with the second lowest skill etc.


Sorting criterion for agent groups: Priority

You can sort the agents of an agent group according to priority.


Ascending The sorting order is ascending. The agent with the highest priority (1) is selected then the agent with the second highest priority (2), etc.

The highest priority corresponds to the smallest number.

Descending The sorting order is descending. The agent with the lowest priority (5) is selected then the agent with the second lowest priority (4), etc.


Condition You need conditions with Logic elements. In conditions, you use keywords, operators, task tags, and variables.

You can create predefined conditions.

What is a condition?

With a condition, you determine how a logic element distributes a task.

The task is distributed to the Y-exit connector if the condition is met.

The task is distributed to the N-exit connector if the condition is not met.

What are keywords? Keywords are not a condition. Keywords are values defined in the IP Office Contact Center system that can be linked with logic, arithmetic, or comparison operations in a condition.

Keywords in a condition

The question mark (?) in a keyword represents the corresponding object. For q(?).callsInQueue the question mark stands for the topic.

Object

You can also use IN, OT, and OF for the question mark.

IN points to the object of the input connector.

OT points to the object of the Y-exit connector (out true).

OF points to the object of the N-exit connector (out false).

Topic You can specify a topic. The task type appears in square brackets [ ].

[voice] task type: Telephony

[e-mail] task type: E-mail

Conditions

The following table lists all available conditions. The term Keywords is used for these conditions in the Task Flow Editor. Terms Description Topic- specific (q) q(?)[].callsInQueue Number of calls/e-mails in the topic

queue q(?)[].tasksToDistribute Number of calls/e-mails in topic to be

distributed (new and in queue) q(?)[].averageWait Average wait time in seconds q(?)[].maxWait Maximum wait time of all calls/emails

of the connected topic in seconds q(?)[].queuePrio Priority (from Config.; will be

c.queuePrio) q(?)[].blocked Blocked period is active (1/0).

(Example: q(IN).blocked == “1“) Voice-mail- specific (vumsgq) vumsgq(?)[voice].nVoiceMsg Number of voice mails vumsgq(?)[voice].tTotVoiceMsg Total number of speech time of voice

mails


Collector- specific (vumsgq) p(?)[].callsInQueue Number of calls/emails in the wait

queue p(?)[].tasksToDistribute Number of calls/emails on the

collector waiting to be distributed (new and wait queue)

p(?)[].averageWaitg Averrage wait time in seconds p(?)[].maxWait Maximum wait time of all calls/emails

of the topics connected to the collector in seconds

Agent-group- specific (ag) ag(?)[].loggedOn Number of logged-on users ag(?)[].free() Number of available agents ag(?)[].averageCallsPerHour

Average number of calls per hour

ag(?)[].averageSpeechTime Average conversation time in seconds with reference to the last hour

ag(?)[].queueFactor Queue factor (must be entered in tenths, e.g., 1.0 -> 10)

ag(?)[].processable Number of agents signed on to the agent group who meet the skill requirement for the task type and who are available (free).

ag(?)[].loggedOnForSkills Number of agents signed-on to the agent group meeting the skill requirement (no matter if idle or busy).

Voice Unit- specific (vusrc) vusrc(?)[voice].freePorts Number of free ports vusrc(?)[voice].totalPorts Number of available ports Call-specific (c) c.taskType Task type:

Telephony: voice E-mail: e-mail Internet: inet

c.waitTotal Total wait time in seconds c.timeTotal Total time in the system in seconds c.waitThisQueue Wait time for this topic in seconds c.noOfTransfers Number of transfers c.ringTotal Total ring time in seconds c.speechTotal Total conversation time in seconds c.holdTotal Total hold time in seconds c.positionInQueue Position in queue c.queuePrio Priority of the selected topic c.dailledTopic Selected topic, e.g., Hotline c.lastTopic Topic via which the task (e.g., call, e-

mail) was last routed. c.nProcessed Number of distributions by external

call distribution. c.announceTime Time in seconds an announcement

has been playing. The value is 0 if no announcement is running.

c.“xyz“ Task tag, e.g., “ xyz“


Skill Functions reduceAllSkillsPC(?) Reduces all skills for a task to a

percentage value. (Always returns true.)

reduceAllSkillsAbs(?) Reduces all skills for a task to an absolute value. (Always returns true.)

setAllSkills(?) Sets all skills for a task to an absolute value.

printAllSkills(?) Displays all skills in a task in TTRACE. Optional parameter '?' is displayed as additional information in TTRACE. TT category VEC_print is required. (Always yields true)

Time-specific (t) t.timeOfDay Time of day in format hh:mm:ss. t.cdate Date in format yyyy/mm/dd, e.g.,

2004/05/01. (The initial zero is essential in all cases!)

t.date Out of date: Use t.cdate for date comparison. (Date in format "mm/dd/yy" e.g. "08/20/97")

t.gmt Number of seconds since 1.1.1970 (UTC)

t.hour Hour (0 to 23) t.minute Minute (0 to 59) t.second Second (0 to 59) t.dayOfMonth Day of the month (1-31) t.dayOfWeek Day of week (0 to 6; 0=Sunday) t.month Month (1 to 12; 1=January) t.year Year (four-digit; e.g. 1996) t.holiday Holiday (1=Yes, 0=No) Voice Unit- specific (vusrc) vusrc(?)[voice].freePorts Number of free ports vusrc(?)[voice].totalPorts Number of available ports Functions print("?", <LogicExpression>) Yields the result of the logic

expression (<LogicExpression>) and displays this together with the preset '?' in TTRACE. TT category VEC_print is required.

print("?", <ArithmeticExpression>) Yields the result of the arithmetic expression(<ArithmeticExpression>) and displays this together with the preset '?' in TTRACE. TT category VEC_print is required.

print("?", <StringExpression>) Yields the string of the expression (<StringExpression>) and displays this together with the preset '?' in TTRACE. TT category VEC_print is required.

agentLoginState(“?”) Example: agentLoginState(c.""LARAgentId"") > als_loggedoff Return value: als_loggedoff=1, als_loggedin=2, als_loggedintoacd=3, als_pause=4 Returns the login status of the with ? selected agent. ? must be a string, either the agent system name or the agent


agentWorkingState(“?”) Example: agentWorkingState(""Agent1"") == aws_free Return values: aws_free=2 Returns the working state of the with ? selected agent. ? must be a string, either the agent system name or the agent id.


Operators in a condition

The following table lists all available operators. Operators Explanation Logic && Logical AND || Logical OR Arithmetic + Plus - Minus * Multiply / Divide % Modulo & Arithmetic AND | Arithmetic OR ( Open parenthesis ) Close parenthesis Comparison == Equal != Not equal to < Less than <= Less than or equal to > Greater than >= Greater than or equal to Strings + Links words (e.g. "Call"+"Center" becomes "CallCenter") == Lexicographic comparison of words for equal (e.g. "" is

correct. != Lexicographic comparison of words for not equal (e.g.

"CallCenter" !="Callcenter" is correct) < Lexicographic comparison of words for smaller (e.g. "" is

correct). <= Lexicographic comparison of words for smaller (e.g. "" is

correct). > Lexicographic comparison of words for greater (e.g. "" is

correct. >= Lexicographic comparison of words for greater or equal

(e.g. "" is correct). ~ Lexicographic word comparison contains a part (e.g.

"callCenter" ~ "Center" is correct). # Lexicographic word comparison contains a part (not

case-sensitive) (e.g. "callCenter" # "CENTER" is correct). containsString

(<string>, <searchstring

>)

Lexicographic word comparison contains a part (e.g. containsString(“callCenter”, “Center” is true)

containsString_i(<string>, <searchstring>)

Lexicographic word comparison contains a part (not case-sensitive) (e. g. containsString_i(“callCenter”, “CENTER” is true)

String functions Upper(?) Converts a string to capital letters (e.g. upper(Test)

returns TEST) Lower(?) Converts a string to small letters (e.g. lower (Test)

returns test)

Task tags in a condition

You can use task tags in a connection. A list of names, types, data types, and precisions of all task tags is provided. Task tags are specified in the configuration module.


Variables in a condition

You can use variables in a condition. Object, tag and value are shown in a list. Variables are specified in the configuration module.

Example of a condition

You can use conditions with a variety of keywords and operators. The following example explains the syntax of a condition.

t.dayOfWeek != 0

The keyword t.dayOfWeek checks the current day of the week. (0 through 6, 0 = Sunday). != (not equal to) is used as a comparison operator . The condition is met (Y), if the weekday is not a Sunday (0).


Task Tag Operation You set task tag operations with logics.

What are task tag operations? With logics you determine the exit connectors for task tag operations. Every logic has a Yes and a No exit connector.

A task tag operation consists of a task tag and an operator. You can change the value of a task tag with a task tag operation. You can select task tags of the types System and User. Please keep in mind that it is not advisable to change System task tags.

Default settings of user-type task tags

One of the following data types can be configured for a task tag.

Data type Default

String ""

Number 0

Available operators The following operators are available. It is distinguished between operators that are only executed when the task is assigned successfully, and operators that are executed as soon as the assignment is made.

Operators that are executed only after the call was successfully assigned

Operator Explanation Example

= Assigns a value to the task tag. TaskTag = 3

+= Adds a value to the task tag. TaskTag += 3

-= Subtracts a value from the task tag. TaskTag -= 3

*= Multiplies a value by the task tag. TaskTag *= 3

/= Divides the task tag by a value. If you divide by zero (0) the result is 0.

TaskTag /= 3

%= Modulo operation for a task tag. TaskTag %= 2

++ Increases the task tag by the value 1. TaskTag ++

-- Decreases the task tag by the value 1. TaskTag --


Operators that are executed as soon as the assignment is made

Operator Explanation Example

:= Assigns a value to the task tag. TaskTag := 3

:+= Adds a value to the task tag. TaskTag :+= 3

:-= Subtracts a value from the task tag. TaskTag :-= 3

:*= Multiplies a value by the task tag. TaskTag :*=3

:/= Divides the task tag by a value. If you divide by zero (0) the result is 0.

TaskTag :/= 3

:%= Modulo operation for a task tag. TaskTag :%= 2

:++ Increases the task tag by the value 1. TaskTag :++

:-- Decreases the task tag by the value 1. TaskTag :--

How do you separate task tag operations?

Multiple task tag operations for one exit connector are separated with commas.

Searching for a certain task tag

The Select task tag dialog shows a list of available task tags. This list can be rather large. You can use the search fields in the lower part of the dialog to find a certain task tag quickly. You can search for Name, Type, Data type, or resolution.

Proceed as follows to find a certain task tag.

1. The Task tag dialog is open. You want to search for a certain name, e.g. a task of the type User with the name Duration.

2. Enter the search term in the left search field, e.g. Dura. The first entry found matching the search term is selected in the list.

When are the task tag operations executed?

The operators used determine when a task tag operation is executed.

Task tag operation with operators that are only executed after the call was successfully assigned

The task tag operation is only executed as soon as the call reaches a destination successfully.

An example explains how the task tag operation is executed.

Example: In a logic, the task tag Xyz is incremented (+1). The task tag operation is only recorded for the call. The task tag operation is executed as soon as the call is successfully assigned to a destination. This means that the task tag is then attached to the call and the respective operation is executed (task tag Xyz + 1).

Task tag operation with operators that are executed as soon as the assignment is made

The task tag operation is executed immediately.

You can thus have a logic B after a logic A and evaluate the task tag operation used in logic A in a condition in logic B.

IP Office Contact Center TaskFlow Editor Creating a task flow set • 71

Creating a task flow set

Creating a task flow set To edit a task flow set with the Task Flow Editor, you must create a new task flow set or open an existing set.

Create Proceed as follows to create a task flow set.

1. Select the New command from the Task flow set menu. The Create task flow set dialog opens.

2. Enter a name for the task flow set, e.g., Example ACD. Your user name is automatically entered as author. You can change this entry.

3. Protect your task flow set with a password to prevent unauthorized access. Thus, only users with the appropriate privileges and knowledge of the password can edit the task flow set. Enter e.g. ACD as password. The input is case-sensitive.

4. Repeat the password ACD.

5. You can enter a comment for the task flow set. Enter the description in the comment box.

6. Click OK to confirm the entries. The task flow set dialog appears. The title bar shows the name of the task flow set, Example ACD.

72 • Creating a task flow set IP Office Contact Center TaskFlow Editor

Example for a created task flow set The following illustration shows an example task flow set. ACD is the name of the Set. The task flow set appears as a tab. The List of symbols tab provides the icons for all elements you can use in a task flow set.


Creating a group For a clear layout you can create several groups in a task flow set. In this example you create the group Grp1. You can insert any number of task flows or macros in a group. You are not allowed, however, to create a group within a group.

Create Proceed as follows to create a group.

1. Select New Group from the Edit menu.

2. Enter e.g. Grp1 as group name.

3. Click OK. The group with the name Grp1 appears in the task flow set.

Example for a created group The following illustration shows a task flow set with a group. The name of the group is Grp1.


Creating a call flow or e-mail flow In a call flow or an e-mail flow, a task distribution is graphically represented with elements and connections. Each call flow or e-mail flow has a name and can be a part of a group. A call flow or e-mail flow is represented in a task flow set by an icon and appears in a separate window of the Task Flow Editor.

Scroll bars are available if necessary.

Creating a call flow Proceed as follows to create a call flow.

1. Select New Call flow in the Edit menu.

2. Enter a name, e.g. Queue, for the call flow.

3. Select a group. The call flow is added to the selected group.

4. Click OK. The call flow named Queue is displayed in the task flow set. A call flow opens.

Creating an e-mail flow Proceed as follows to create an e-mail flow.

1. Select New E-mail flow in the Edit menu.

2. Enter a name, e.g. Support, for the e-mail flow.

3. Select a group. The e-mail flow is added to the selected group.

4. Click OK. The e-mail flow named Support is displayed in the task flow set. An e-mail flow window opens.

Example for a created call flow The following illustration shows the call flow. The title bar of the call flow window shows the name of the call flow.


Creating a Macro or Email Macro If you frequently use processes in a call flow, then you can create a macro for this. You only have to create the macro once.

Creating a Macro Proceed as follows to create a macro.

1. Select New and Macro in the Edit menu.

2. Enter a name, e.g. Macro1, for the macro.

3. Select a task flow group or (none).

4. Click OK. The macro with the name Macro1 appears.

5. Insert the required symbols.

6. Click Save.

Creating an Email Macro Proceed as follows to create an email macro.

1. Select New and Email Macro in the Edit menu.

2. Enter a name, e.g. Email Macro1, for the email macro.

3. Select a task flow group or (none).

4. Click OK. The email macro with the name Email Macro1 appears.

5. Insert the required symbols.

6. Click Save.

Example of a Created Macro The following illustration is an example of a macro. The macro is called OutOfOffice-Control.


Inserting a Macro or Email Macro into a Call Flow You can insert a macro or email macro into a call flow with drag and drop.

Warning

With drag and drop of a macro you must click the Marco symbol or the Email Macro symbol and hold it down and then drag it into the call flow.

If you click on the text next to the symbol and try to drag the macro to the call flow it will not work.

To insert a macro or an email macro into a call flow, proceed as follows.

1. In the respective tab, click the Macro symbol or the Email Macro symbol .

2. Hold down the left mouse button and drag the Macro symbol or the Email Macro symbol into the call flow window.

3. Release the left mouse button. The Macro dialog opens.

4. You can enter a comment.

5. Click OK.

Example of a Call Flow with a Macro The following illustration shows a call flow with a macro.


Changing size and position of the windows You can customize the size of task flow set window and call flow or e-mail flow window.

You can choose between overlapping (cascading) and tiled window presentation.

Changing the size of a window Proceed as follows to change the size of a window.

1. Point the mouse pointer to a corner. The pointer changes its icon.

2. Left-click a corner of the window, keeping the mouse button depressed.

3. Drag the corner to its new position.

4. Release the mouse button.

Arranging the windows Proceed as follows to arrange the windows.

Cascading

1. Select Cascade from the Windows menu. The windows are arranged in overlapping form.

or

1. Click . The windows are arranged in overlapping form.

Tiled

1. Select Arrange from the Windows menu. The windows are tiled.

or

1. Click . The windows are tiled.


Example for cascading windows The following illustration shows two cascading call flow windows.

Example for tiled windows The following illustration shows two tiled call flow windows.


Setting the options You can set the following options:

• Backup folder

• Autosave

• Grid

• Configuration control upon opening

• Colors

• PBX colors

Backup folder The General tab allows you to create a backup folder.

Whenever you save a TaskFlow set an export file with a .cfe extension is being created in the Backup folder.

Backup folder default setting C:\Documents and Settings\All Users\Documents

Please note The Backup folder is only available under Windows.

What can you set for autosave? Please not that you should save your modified task flow set regularly. You can have the Task Flow Editor application save the open task flow set automatically at predefined intervals.

You can set the intervals between one minute and 60 minutes.

What does grid mean? You can choose whether or not to display a grid in the call flow, e-mail flow, macro, or e-mail macro window.

If the grid is displayed you can only insert an element along the grid.

Use this option for a clear layout of task flow or macro.

What does ‘Configuration check’ mean when you open a task flow set? You can choose whether the configuration of a task flow set is automatically checked when the set is opened.

For further information please refer to: Checking a task flow set


Which colors can you set? You can set foreground and background colors for each element of the selection. A preview shows how the element will be displayed in the call flow or e-mail flow.

Foreground and background colors can be added to the following elements:

• Port free

• Port occupied

• Port occupied in another task flow

• Icon

• connection

• Connection highlighted

• Call flow

The following illustration shows the possible colors for foreground and background.

What can you set under PBX colors? You can only view PBX colors.

The tab shows the configured PBXs with names and colors.

If you are using an element (e.g., a topic) of a PBX in a task flow set, it is displayed in the color configured for this PBX. You can change the color and name of the PBX in the configuration module.

Settings Proceed as follows to set options:

1. Select Options from the Tools menu. The Options dialog opens.

2. Set the options as required.

3. Click OK to save your settings.


Inserting elements in a call flow (examples) You insert elements in a call flow with Drag & Drop.

This example shows how to insert a topic as source and an agent group as destination in a task flow set.

Inserting a topic as source A topic represents a certain subject area. Topics are set up in the configuration module. You can configure a certain task type for a topic. The topic then processes the respective task.

Proceed as follows to insert a topic in a call flow set.

1. In the List of symbols tab, click the Telephone calls source, for example.

6. Keep the mouse button pressed and drag the topic icon onto the call flow window. Select a position, for example, the upper left corner.

7. Release the mouse button. The Select telephone calls dialog opens. This dialog shows the configured topics.

8. Select a topic.

9. Click OK.

Inserting an agent group as destination Agents sign on to agent groups. If you want to distribute calls to agents you have to assign at least one agent group to a topic. The calls to this topic are then distributed to the idle agents of this agent group.

Proceed as follows to assign an agent group as destination.

1. Click the destination Agent group in the List of symbols tab.

2. Keep the mouse button pressed and drag the destination icon onto the call flow window. Select the upper right corner, for example.

3. Release the mouse button. The Select agent group dialog appears.

4. Select an agent group.

5. Click OK. The icon of the respective agent group appears in the call flow. The color of the icon symbolizes the respective PBX.


Selecting configured elements You can select a configured element of the following types when you create a call flow or e-mail flow. If you insert an element in a call flow or e-mail flow, the respective dialog is opened. This dialog shows the configured elements. In some dialogs you can have the list of elements sorted.

Element Dialog

Topic Select topic

Application-related topic: Select telephone calls

Select telephone calls

Application-related topic: Voice mail Select voice mails

Application-related topic: E-mail Select e-mail

Agent group Select agent group

Agent Select agent

VU script Select VU script

VU script (1x announcement) Select VU script

Announcement script Select announcement script

Announcement script (1x announcement) Select announcement script

External destination Select external destination

Time slot (for Integral Enterprise, I55 only) Select time slot

What does the Select telephone calls dialog show? The Select telephone calls dialog shows the following information.

Designation Explanation

Name Name of the topic

Tel Task type: Telephone calls

E-mail Task type: E-mails

number Number of the topic

PBX PBX the topic is configured for.

If a topic is only configured for the task type e-mail, it is not listed.


What does the Select voice mail dialog show? The Select voice mail dialog shows the following information.


Name Name of the topic for voice mails.


What does the Select e-mail dialog show? The Select e-mail dialog shows the following information.


Name Name of the topic



number Number of the topic. The number is displayed if the topic is also configured for the task type telephone call.

PBX PBX the topic is configured for. The PBX is only displayed if the topic is also configured for the task type telephone call.

If a topic is only configured for the task type telephone call, it is not listed.

What does the Select agent group dialog show? The Select agent group dialog shows the following information.


Name Name of the agent group



PBX PBX the agent group is configured for.

If the agent group is only configured for the task type e-mail, the agent group does not need a PBX. No PBX is displayed.


What does the Select agent dialog show? The Select agent dialog shows the following information.


Name Name of agent



Number Agent’s number

PBX PBX the agent is configured for.

If the agent is only configured for the task type e-mail the agent does not need a PBX. No PBX is displayed.

What does the Select VU script dialog show? The Select VU script dialog shows the following information.


Name Name of the VU script

Type AutoAgent The call is transferred to the voice unit. The VU processes the call.

Announcement The call is connected to an announcement. The task flow controls further distribution and processing.

Welc. Shows if the voice unit script is a welcome announcement.


What does the Select announcement script dialog show? The Select announcement script dialog shows the following information.


Name Name of the announcement script

Welc. Shows if the announcement script is a welcome announcement.


What does the Select external destination dialog show? The Select external destination dialog shows the following information.


Name Name of the external destination

Task type Task type of the external destination

Number/e-mail Number or e-mail of the external destination


What does the Select time slot dialog show? The Select time slot dialog shows the following information.


Name Name of the time slot

Sorting the elements A list can show a large number of elements. You can sort the elements of a list by columns.

An icon in the list header shows how the list is sorted.

The list is sorted alphabetically. Numbers first, followed by A, B, C, etc.

The list is sorted alphanumerically in descending order. Z comes first.

Proceed as follows to sort a list:

1. Click the respective column header, e.g. Name. The list is sorted correspondingly.

2. To change the order click the respective column header again, e.g. Name.

Finding a certain element This function is currently not implemented.

You can use a search field if a list shows a lot of elements and you want to search for a specific one.

You find the search fields in the lower area of a dialog.


Customizing connections The link between an input connector and an exit connector is called a connection. A line represents a connection graphically.

For a clearer layout you can add corner points and colors to connections.

You can only connect free ports. You cannot assign several connections to one port.

Connecting elements Proceed as follows to connect elements.

1. Click the exit connector of an element, e.g. a topic and keep the left mouse button pressed.

2. Click to create a corner point (change of direction).

3. Drag the connection to the input connector of another element, e.g. an agent group.

4. The two elements are connected.

Moving a corner point Proceed as follows to move a corner point.

1. Point the mouse pointer to a corner. The icon of the pointer changes.

2. Click the corner and keep the left mouse button pressed while you drag the corner to its new position.

3. Release the mouse button.

Highlighting connections You can color-highlight connections.

1. Right-click a port of the connection. A pop-up menu opens.

2. Select Highlight connection. The color of the connection changes.

Removing a connection You can delete connections.

1. Right-click a port of the connection. A pop-up menu opens.

2. Select Delete connection. The connection is deleted.


Creating a logic If you want to use a logic in a call flow set or e-mail flow, you can either create a new logic or select a predefined condition.

Creating a placeholder Proceed as follows to create a logic:

1. Drag & Drop the logic element onto a call flow set. The Logic dialog opens.

2. Enter a name.

3. Define the condition with keywords, operators, task tags, and variables.


5. You can define task tag operations for the exit connectors.

6. Click OK to save your settings. The logic appears in the call flow or e-mail flow.

Selecting a predefined condition You can select and use a predefined condition.

1. Drag & Drop the logic element onto a call flow set. The Logic dialog opens.

2. Click Select. The Select condition dialog opens.

3. You can have either personal, predefined or all conditions displayed. Select an option.

4. Double-click a condition. The condition is used in the logic. You cannot change the condition.


Creating a predefined condition You can create, change, delete or copy predefined conditions.

You can select predefined conditions for logics. If you are using several logics with the same contents it is useful to create a predefined logic.

Another advantage of a predefined condition is that if you change a predefined condition, all logics in a task flow set using this condition automatically change with it.

Create Proceed as follows to create a predefined condition:

1. Select Predefined conditions from the Tools menu. The Predefined conditions dialog opens. The configured predefined conditions are listed.

2. Click Create. The Create condition dialog opens.

3. Enter a name.

4. Define the condition with keywords, operators, task tags, and variables.


6. Click OK to create the predefined condition. The Predefined conditions dialog shows the new condition.

Delete Proceed as follows to delete a predefined condition.

You cannot undo this action.

Please note that you can only delete predefined conditions that are not used in a logic.


2. Select a condition.

3. Click Delete. You are prompted.

4. Click Yes to delete the selected condition. The condition is deleted and removed from the list.


Change Proceed as follows to change a predefined condition:



3. Click Change.

4. Change the condition using keywords, operators, task tags, and variables.

5. Change the comment.

6. Click OK to change the predefined condition. The Predefined conditions dialog shows the changed condition. All logics using the condition in this task flow set have been changed automatically.

Copy You can use a predefined condition as basis for a new condition. You copy an existing condition and change it accordingly.



3. Click Copy. The configured condition is copied.

4. Enter a name.

5. Change the condition using keywords, operators, task tags, and variables.

6. Change the comment.

7. Click OK to change the predefined condition. The Predefined conditions dialog shows the new condition.


Manage Source Priority Groups The order of groups in the list represents the priority of the assigned sources in the external call distribution.

Exactly one priority group can be assigned to each source (currently calls, e-mails, and voice mails).

All tasks of the assigned sources are sorted in the external call distribution according to the sorting order assigned in the priority group. Only the first task is processed. If this task cannot be allocated, then the next task is taken, etc.

All sources that are not assigned to a priority group are assigned to a default priority group based on their task type. Calls are assigned to a default online priority group. E-mails and voice mails are assigned to a default offline priority group.

By default, the tasks are set sorted according to the longest wait time. The default offline priority group is assigned the lowest priority. The default online priority group is assigned the second-lowest priority.

When call flow sets are converted from predecessor versions, the sorting orders of the sources are converted to priority groups. The following rules are applied:

• The name of the priority group consists of the name of the source and a type identifier (_voice, _email, _vmail).

• Only the sorting orders of the sources used in call flows are converted. Sorting orders from macros are not converted.

You can configure any number of priority groups. Each priority group must be assigned an unambiguous name.

Create Proceed as follows to create a source priority group:

1. Select Source priority group... in the Tools menu. The Manage source priority group dialog appears. This dialog shows existing sources and the sorting order.

2. Click Create. The Edit source priority group dialog appears.

3. Enter the name and define the assigned sources with telephone calls, e-mails, and voice mails and specify sorting criteria and task tags as the sorting order.

4. Click OK to create the Source priority group. The Manage source priority group shows the priority group you created.


Edit Proceed as follows to edit a source priority group:


2. Select the desired priority group.

3. Click Edit. The Edit source priority group dialog appears.

4. Edit the assigned sources.

5. Click OK to modify the Source priority group. The Manage source priority group shows the priority group you modified.

Delete Proceed as follows to delete a source priority group:



3. Click Delete. The desired priority group is deleted.

Sort Proceed as follows to sort a source priority group:



3. Click Up or Down to sort the desired priority group.


Edit source priority groups The same dialog is used to create and edit source priority groups.

Buttons

The following buttons are provided for creating or editing the assigned sources:

• Calls ... (select telephone calls)

• E-mail ... (select e-mail)

• Voice m ... (select voice mails)

• Delete

The following buttons are provided for creating or editing the sorting order:

• Insert ... (select sorting criteria)

• TaskTag ... (select task tags)

• Delete

• • Up

• Down

Delete an assigned source Proceed as follows to delete one or more assigned groups:

1. Select the desired assigned source.

2. Click Delete. The desired assigned source is deleted.

Insert sorting criteria Proceed as follows to insert sorting criteria in the sorting order:

1. Click the Insert ... button. The Select sorting criteria dialog opens.

2. Select the desired sorting criterion.

3. Click OK. The desired sorting criterion is inserted in the sorting order field.


What does the Select task tag dialog show? The Select task tag dialog shows a list of available task tags. The list shows the following information.


Name Shows the name of the task tag.

Type Shows the type of task tag. A task tag can either be available system-wide (system) or be created by a user.

Data type The following data types are possible:

• Number

• String

• Duration in seconds

Resolution Shows whether the number data type is an integer.

Delete a sorting order Proceed as follows to delete one or more sorting orders:

1. Select the desired sorting order.

2. Click Delete. The desired sorting order is deleted.

Sorting order The source priority groups are identified with an ascending or descending criterion in the Sorting order list field.

The following illustration shows part of the sorting order:

Proceed as follows to change one or more sorting orders:

1. Select one or more sorting orders.

2. Click or to modify the desired sorting order.

Sort Proceed as follows to sort a sorting order:

1. Select one or more sorting orders.

2. Click Up or Down to sort the desired sorting order.


Copying elements If you want to copy elements, note that this is done differently depending on the element.

A distinction is made between elements with objects and so-called auxiliary elements.

Which elements with objects are available? Elements with objects are elements that are linked to permanent objects (agent, topic, etc.). These elements are unique in the system, for example, there is exactly one occurrence of Agent Otto in the system. You can identify an element with an object because in this case, all connections on the ports are always displayed.

• Telephone calls (voice)

• Voicemail (voice)

• E-mail (e-mail)

• Agent group (task-type-specific selection)

• Agent (task-type-specific selection)

• External destination (task-type-specific selection)

• E-mail script

• VU script (voice)

• VU script (1x announcement) (voice)

• DSPF script (voice)

• DSPF script (1x announcement) (voice)

• Time slot (voice)

Which auxiliary elements are available? Auxiliary elements are elements that can be used as often as you wish.


• Last agent

• Current agent

• Check times

• Skill reduction

• Number of calls/e-mails exceeded

• Longest wait-time exceeded

• Queue full (voice)

• Minimum number of logged-in agents exceeded

• Idle agents meet skill requirement

• Logged-on agents meet skill requirement

• Wait-time exceeded

• New task

• TaskTag


• Change TaskTag

• Change skill

• Release (voice)

• Label

• Distributor – prioritized

• Distributor – equal

• Distributor – cyclic

Auxiliary elements with unique names The Check Times, TaskTrap, and Collector elements have a special position among the auxiliary elements because these elements must have unique names in the TaskFlow Set.

• TaskTrap

• Collector - equal

• Check times

Logic auxiliary element With a Logic element, a condition is linked via a permanently assigned name. Therefore, the Logic element also has a special position.

• Logic

Selecting elements Selecting an element

1. To select an element, click the element with the left mouse button.

10. When you select another element, the previous selection is canceled.

Selecting multiple elements 1. Hold down the CTRL key to select more than one element.

11. Left-click each element in turn.

12. If you click a selected element, it will be removed from the selection.

13. If you click outside a symbol, all elements will be removed from the selection.

Selecting all elements 1. To select all elements, choose Select All from the Edit menu or

press CTRL + A.

14. All elements are now selected.

How is a selected element displayed? A selected element has a small square in each corner. The following illustration shows an example of a selected element.


Moving elements Moving an element

15. To move an element, hold the left mouse button down while you move the element.

Moving multiple elements 16. To move multiple elements, hold down the CTRL key and the Shift

key. Keep the left mouse button pressed and move the elements.

Tip The point at which you release the mouse button will become the left upper corner of the elements you moved. We recommend that you move the elements from the element at the top.

Copying elements The TaskFlow Editor provides two options for copying elements.

Option 1: Content (CTRL) You can copy the content of an element to a new element. You can copy the content of an element within the same TaskFlow or to another TaskFlow. Proceed as follows.

1. Hold down the CTRL key.

17. Click the element with the left mouse button and keep the mouse button pressed. The pointer will show an element symbol with the "+" (plus) sign.

18. Move the element as you wish. The new element will be created where you release the mouse button.

Option 2: Copy (Shift key) You can copy a specific element. You can only copy an element to another TaskFlow because each element in the TaskFlow must be unique. When you copy the element, the two elements are identical. If you change an element, you are also automatically changing the copied element. If you change a condition in a Logic element, you are also automatically changing all Logic elements copied accordingly. This association is eliminated if you assign another object to an element or if you select another condition for a Logic element. Proceed as follows.

1. Hold down the Shift key.

19. Click the element with the left mouse button and keep the mouse button pressed. The pointer will show an element symbol with the "=" (equals) sign.

20. Move the element as you wish. The new element will be created where you release the mouse button.


Symbols when copying The following table shows the mouse pointer symbols when copying elements.

Symbol Explanation

You are copying the content (CTRL) of an element.

You are inserting an identical element (Shift key).

You cannot insert the selected symbol here.

Restrictions You cannot copy elements (Shift key) to or from macros or e-mail macros. You can only copy the content of elements from one macro or e-mail macro to a new element (CTRL).

The table below lists the copy options.

Source Destination CTRL

Copies the content into a new element

Shift key

Copies precisely this element

Explanation

CallFlow E-MailFlow

CallFlow E-MailFlow

X X Element cannot yet be contained in the CallFlow or E-MailFlow.

CallFlow E-Mail Flow

Macro E-MailMacro

X - -

Macro E-MailMacro

TaskFlow E-MailFlow

X - -


Special features of the Logic element With a Logic element, a condition is linked via a permanently assigned name. This condition can be used in any number of Logic elements. The condition is assigned via the condition name. If you change a condition in a Logic element, this condition changes in all Logic elements with the same name. This assignment of name to condition is always valid.

All other configuration data (comments, TaskTag operations) are stored specifically for the current application of the Logic element. If you copy the content of a Logic element, the configuration data (comments, TaskTag operations) are also copied. Changes made to the output symbol do not affect the copy, and vice versa.

There is also the application in which a connection (for example, a Y-exit connector) of a Logic element is linked in another CallFlow. For this reason, you have the option of copying an actual logic symbol (Shift key). In this case, all changes made to the output element affect the copy, and vice versa.

Special features of elements with a unique name When you copy the content of an element with a unique name, the name is not copied.


Deleting elements You can delete one element or several elements.

Deleting a call flow, an e-mail flow, macros, or e-mail macros You can delete a call flow, an e-mail flow, a macro, or an e-mail macro. Please note that you cannot undo this action.

Proceed as follows to delete a call flow, for example:

1. Select a call flow.

2. Select Delete from the Edit menu. You are prompted.

3. Click Yes to delete the call flow.

or

1. Right-click the call flow. A pop-up menu opens.

2. Select Delete. You are prompted.

3. Click Yes to delete the call flow or macro.

Deleting an element Proceed as follows to delete an element in a call flow, an e-mail flow, a macro, or an e-mail macro.

1. Select the element, e.g. a logic.

2. Press DEL or select Delete from the Edit menu. The element is deleted. Configured connections are also deleted.

Deleting all elements Proceed as follows to delete all elements in a call flow, an e-mail flow, a macro, or an e-mail macro.

1. Select Select all from the Edit menu.

2. Press DEL or select Delete from the Edit menu. All elements and connections are deleted.


Creating a task flow set You have created and edited a task flow set. You can save this task flow set.

Before the files are written into the database the data is exported to the Backup folder. You can set the Backup folder in Options. The export file gets the name of the project and the extension .cfe. Any existing file with the .cfe extension will be renamed to .bak. This means that there is a maximum of two files per project.

Save You want to save a task flow set.

1. Select Save from the task flow set menu.

2. The open task flow set is saved to the database under its name.

Save as You want to save a task flow set under another name.

1. Select Save As from the Task flow set menu.

2. Enter a name.

3. Enter a password. Reconfirm the password.


5. Click OK to save the task flow set under its new name.


Displaying information on a task flow set You can display the information of a task flow set. The task flow set must be open.

Displaying information Proceed as follows to display information on a task flow set.

1. Select Information from the Task flow set menu. Name, author and comment are displayed. You can change the password.

2. Click Cancel to close the dialog.

Changing the password of a task flow set You can change the password of a task flow set anytime if the Edit task flow set privilege is set for you in the Configuration module. If you do not have this privilege you cannot change the password.

1. Select Information from the Task flow set menu. Name, author and comment are displayed. You can change the password.

2. Click Change password.

3. Enter the current password.

4. Enter the new password.

5. Reconfirm the new password.

6. Click OK to save the entries.


Printing a task flow set You can print a task flow. Before you print the task flow, you can check the print preview on the screen.

Prerequisite A printer must have been installed and configured under Windows.

Printer setup You can select a printer and change the properties.

1. Select Printer setup from the Task flow set menu.

2. Edit the settings.

3. Click OK to save the settings.

Print preview The print preview shows the print layout before you actually print a task flow. You can display several pages, change the page size on-screen and check the page breaks.

1. Click the title bar of a task flow to select it.

2. Select Print preview from the Task flow set menu. The print preview of the selected task flow is displayed.

3. You can zoom the visible area to the size you need, display one page or two pages and print the task flow.

Print You can print a task flow.

This command is only available if a task flow set has been opened and a task flow selected.

1. Click the title bar of a task flow to select it.

2. Select Print preview from the Task flow set menu. The print preview of the selected task flow is displayed. You can check the layout before printing.

3. Click Print.

4. The task flow is printed.

or

1. Click .


or

1. Press CTRL and p.


IP Office Contact Center TaskFlow Editor Activating a task flow set • 103

Activating a task flow set

Overview: Activating a task flow set This topic describes how you check and activate a task flow set. You also learn how to display the currently active task flow set and define a default task flow set.

Checking a task flow set You can run a configuration or syntax check for an open task flow set.

What does the configuration check do? With the configuration check, you check whether elements that are no longer used in the IP Office Contact Centersystem are still being used in the loaded task flow set. This may happen, for example, if an agent group was deleted in the Configuration module but is still used as destination in a task flow set.

The configuration check checks the following elements:

• Topics

• Agent groups

• Agents

• VU scripts

• Announcement scripts

• External destinations

104 • Activating a task flow set IP Office Contact Center TaskFlow Editor

What does the syntax check do? When you start a syntax check, the configuration is checked first, then the syntax.

For a syntax check, the open task flow set is converted into a task flow script. This task flow script is checked in the VECTORS process without being activated. The Protocol module informs you about errors with the line number of the task flow script.

In order to locate an error, you must create the task flow script (Task flow script command of the Tools menu). You open the respective file with an editor (e.g. Notepad). You can find and analyze the error with the line number provided. Please note that the Protocol module does not provide a detailed description of the error.

Running a configuration check A task flow set must be open.

1. Select Config. check from the Tools menu. The loaded task flow set is checked.

2. You may either get the message that no errors were detected or you are informed of an error. In this case, the Protocol module shows the detected error.

3. If no errors were detected, the Configuration check dialog opens reading: The check revealed no problems!

4. Click OK to close the dialog.


Displaying the active task flow set You can display the currently active task flow set.

What does active task flow set mean? An active task flow set is active in the VECTORS process. The active task flow set determines how tasks are currently distributed.

What does the Active task flow set dialog show if the PBX controls the call distribution? If the PBX controls the call distribution the Active task flow set dialog shows the following message:

<Internal call distribution>

Displays Proceed as follows to display the active task flow set:

1. Select Active task flow set from the task flow set menu. The Active task flow set dialog shows the name of the active task flow set.

2. Click Close to close the dialog.


Activating a task flow set You can activate a loaded task flow set. The VECTORS process then takes over this task flow set and uses it for the task distribution. When you activate a task flow set, it is first converted to a task flow script and then compiled. During compilation, the task flow set is checked again. If errors occur, the Protocol module displays these errors, and the VECTORS process continues to work with the most recently active task flow set.

Which errors can be detected upon activating? The following errors can be detected:

• The two exit connectors of a logic unit have not been connected.

• Icon types are used in the logic condition, but these icons do not match a corresponding source or destination. Example: In the condition, a topic is used at the input connector, but the input connector is actually connected to a voice mail.

Activate Proceed as follows to activate a task flow set:

1. Open a task flow set.

2. Select Activate from the Task flow set menu. The task flow set is converted and compiled. If no error is detected, the task flow set dialog opens reading: The task flow set was successfully activated.

3. Click OK to close the dialog.


Reactivating a task flow set You can reactivate a task flow set. You can thus quickly activate a task flow set again that was already activated once. The task flow set is not checked. You are prompted for the password when you reactivate a task flow set.

Requirement To reactivate a task flow set, the set must have been activated at least once before.

When do you reactivate a task flow set? You reactivate a task flow set if you do not want to open the task flow set in the Task Flow Editor or if the task flow set is rather extensive and opening would take some time.

Reactivate Proceed as follows to reactivate a task flow set:

1. Select Reactivate from the Task flow set menu. You must close an open task flow set. The Reactivate task flow set dialog appears.

2. Double-click the desired task flow set. The task flow set is activated without being checked.


Defining the default task flow set After a restart, the VECTORS process operates with the default task flow set.

Once you have activated your task flow set and the task distribution meets your demands, you can define this task flow set as a default set. After a restart, the VECTORS process accesses this default task flow set.

The task flow set had to be activated once Please note that you can define a task flow set as a default task flow set only if it has been activated at least once.

Resetting the default task flow set You can reset the default task flow set.

The default task flow set is the task flow set that is automatically started after the vectors process is restarted. If the default task flow set is reset, the currently active task flow continues to be active. A default task flow set now no longer exists. The next time the vectors process is restarted, a task flow is not activated. In this case, a IP Office Contact Center-System with Integral Enterprise, I55 continues to operate with internal call distribution.

Proceed as follows to reset a default task flow set:

1. Select Default task flow set from the Task flow set menu. If the default task flow set was reset, the following message is displayed: No default task flow set is configured. Confirm the message. All configured task flow sets are displayed.

2. Select Reset. The default task flow set is unchecked.

3. Click OK to save your settings.

Defining Proceed as follows to define a task flow set as a default task flow set:

1. Select Default task flow set from the Task flow set menu. If the default task flow set was reset, the following message is displayed: No default task flow set is configured. Confirm the message. All configured task flow sets are displayed.

2. Double-click the desired task flow set to make it the default task flow set.

3. Enter the password of the task flow set.

4. Click OK. The selected task flow set is now used as the default task flow set.


Creating a task flow script You can save a task flow script as a text file (txt).

You can open, view and print a task flow script with a standard word processing program.

Create A task flow set must be open.

1. Select Task flow script from the Tools menu. The Create task flow script dialog opens.

2. Enter a file name.

3. Select a folder.

4. Click OK to save the task flow script. The task flow script is generated from the task flow set and saved under the specified file name.

Example: task flow script The following text is an excerpt from a task flow script.

31. always(){ 1==1 } 32. "WFbusy"(){ 33. c.waitTotal == 0} 34. } 35. destinations{ 36. r(End-hash){random} 37. vuscr(Hello){random} 38. } 39. sources{ 40. }

110 • Importing and exporting IP Office Contact Center TaskFlow Editor

Importing and exporting

Overview: Import and export This topic explains how you import and export task flow sets.

Exporting You can export a complete task flow set, groups, call flows, macros and conditions. You can select which task flow data are to be exported. The data are saved to a file. The file extension is .cfe (Task Flow Editor import/export file).

This command is only available if a task flow set is open.

Why export data? Exporting data of a task flow set enables you to create the data centrally and store them on a suitable medium (e.g., a tape). You can then retrieve the data with any PC. You can select exactly which kind of data you want to export.

Procedure Proceed as follows export a task flow set:

1. Start the export

2. Add the export data

3. Add conditions

4. View the configuration data

5. Select an export file

6. Export

Start the export Proceed as follows to start the export:

1. A task flow set must be open.

2. Select Export from the task flow set menu. The Export dialog opens. The data of the loaded task flow set are displayed.

IP Office Contact Center TaskFlow Editor Importing and exporting • 111

Add export data Proceed as follows to add the export data:

1. Click the Export tab. The groups, call flows, e-mail flows, macros, and e-mail macros of the open task flow set appear in the list.

2. Select the desired group, call flow, e-mail flow, macro, or e-mail macro.

3. Click Add. The data appear in the Export data list. Only the listed data are exported.

Remove export data Proceed as follows to remove export data.

1. To remove data from the list, select an entry and click Remove.

Add conditions Proceed as follows to add conditions.

1. Click the Conditions tab. The predefined conditions and logics of the loaded task flow set appear in the list.


3. Click Add. The data appear in the Export data list. Only the listed data are exported.

View configuration data You can display the data of objects used in the task flow set. Objects are created with the Configuration module.

1. Click the View configuration data tab. This displays the names of the objects and their corresponding type, e.g., topic.

Select an export file You must select an export file. All data are then saved to this file.

1. After you have added all data. You must now select an export file. Click Browse. The Select export file dialog appears.

2. Select a folder and enter a name for the export file.

3. Click Open. The folder and name of the export file are displayed in the Export file box.

Exporting Proceed as follows to export the data.

1. You have added all data. Click OK. The data are exported and saved to the specified file.

2. You get the message: The data have been exported successfully. If you have not selected an export file the message reads: You have not selected an export file.

3. You can save the export file or copy it to another data medium.

112 • Importing and exporting IP Office Contact Center TaskFlow Editor

Import You can specify which data of a stored task flow set are to be imported. You can only import data that you or another person has created and exported with the Task Flow Editor. Please pay attention to the configuration data.

When you open a task flow set, you are prompted to add the data to this task flow set. It is not necessary to have a task flow set.

Procedure Proceed as follows to import a task flow set:

1. Start the import

2. Select an import file

3. Add import data

4. Add conditions

5. View configuration data

6. Import

Start the import Proceed as follows to start the import:

1. Select Import from the Task flow set menu. The Import dialog appears.

Select an import file After you have started the import you have to select an import file. Proceed as follows to select the import file:

1. You must select an import file. Click Browse. The Select import file dialog opens.

2. Select a folder.

3. Double-click the import file. The Import file box shows the folder and file name of the import file.

Add import data Proceed as follows to add or remove data:

1. Click the Import tab. The groups, task flows, and macros of the import file are listed.

2. Select the desired group, call flow, e-mail flow, macro, or e-mail macro.

3. Click Add. The data appear in the Import data list. Only the listed data are imported. To remove data from the list, select an entry and click Remove.

IP Office Contact Center TaskFlow Editor Importing and exporting • 113

Add conditions Proceed as follows to add or remove conditions:

1. Click the Conditions tab. The predefined conditions and logics of the import file are listed.


3. Click Add. The data appear in the Import data list. Only the listed data are imported.

View configuration data You can display the data of the objects used in the import file. Objects are created with the Configuration module.

Proceed as follows to view the configuration data:

1. Click the View configuration data tab. This displays the names of the objects and their corresponding type, e.g., topic.

Import If no task flow set is open, a new task flow set is created automatically when you import the data. You have to enter the respective settings.

You can import a task flow set even when the objects used in the import file are not configured. In this case you receive a message asking if you want to continue.

Proceed as follows to import the data:

1. You have added all data. Click OK. Before the data are imported, the Task Flow Editor module checks the data (Config. check).

2. The data are imported.

3. You get the message: The data have been imported successfully.

4. You can now work with the task flow set as usual.

114 • Using the Help and About dialogs IP Office Contact Center TaskFlow Editor

Using the Help and About dialogs

Overview: Help and About In this topic you learn how to use the Help and how to get information about the Task Flow Editor.

Using the Help The Task Flow Editor module offers a dialog-oriented, context-sensitive help for all menus, commands and dialogs. You can search for information on a certain topic.

Help during operation You can open Help information for each command and dialog.

1. A dialog is open. Press the F1 key. The Online help for this dialog opens.

Starting the Online help contents You want to read the contents of the Online help.

1. Select Contents from the Help menu The Online help opens.

2. Click a text to obtain further information about the topic.

IP Office Contact Center TaskFlow Editor Tips and tricks • 115

Tips and tricks

How do you create a welcome announcement? It was already possible with earlier IP Office Contact Center releases to create a welcome announcement in a task flow. To do so you usually used a logic and an announcement.

Advantage of the 1x announcement (one-time announcement) You can now use a 1x (one-time) announcement. Contrary to a usual announcement this element has an exit connector and is processed by the vectors process.

You use a 1x announcement for a welcome announcement, for example. The advantage of a 1x announcement is that the connected party does not hear a ringing tone after the welcome text.

Note: If you adopt a task flow set from an earlier release If you created a welcome announcement (1x announcement) in a task flow of an earlier IP Office Contact Center release and you query with a logic whether this announcement was played, then you must query >1 (greater-than one) rather than =2 (equals 2). You might have to change the call flow.

Prerequisite Please refer to the Online help of the Configuration module for how to configure a 1x (one-time) announcement. It may result in a malfunction if you do not obey the corresponding rules.

Creating a placeholder Proceed as follows to use a welcome announcement in a call flow:

1. Configure the announcement in the configuration module. Pay attention to the rules.

21. Drag & Drop the 1x announcement element onto the call flow and select the configured announcement.

116 • Tips and tricks IP Office Contact Center TaskFlow Editor

About e-mail flows When creating an e-mail flow, pay attention to the following topics.

Sequential distribution Sequential distribution means that e-mails are distributed to agents in the order of their arrival in the IP Office Contact Center system.

By default, the following sorting types are used for distribution:

1. Skill

2. Agent group priority

3. Used Resources

4. IdleTime

Availability of agents for e-mail To check the availability of agents for e-mails you can use the following terms.

Term in condition Explanation

ag()[email].free() The query ag()[email].free() is no longer true if each agent is processing an e-mail. Please note that this depends on the settings for the availability for tasks.

An alternative is: ag()[email].processable

ag()[email].processable The term ag(?).processable determines the number of available agents who can receive new e-mails and who fulfill skills, based on the settings for the availability for tasks.

Direct e-mails (preferred agent, forwarded mail) are not included in this calculation.

ag()[email].loggedOnForSkills The term ag(?).loggedOnForSkills determines the number of agents who can receive new e-mails and who fulfill skills, based on the settings for the availability for tasks. This number of agents is independent of whether or not an agent is available.

Direct e-mails (preferred agent, forwarded mail) are not included in this calculation.


Prioritizing topics Destination

You want a preferred distribution of e-mails of a certain topic. You want, for example, to distribute e-mails that initiate callbacks at a certain time and that were previously created for this purpose by an external tool.

Solution

Assign a priority to the topic with in the configuration module.

If it is expected that agents return the e-mails of the topic to the topic, please pay attention to the settings for chronological distribution. In the e-mail flow set, insert a source before the agent group. Sort the sources by timetotal.

Sorting order of call list

queuePrio

timeTotal


If you change an e-mail flow E-mails from a topic that is not considered in the e-mail flow are dropped when the vectors process starts. These e-mails are ignored, but not deleted.

Last Agent for e-mail To use Last agent for e-mails, the following variable must be set for the respective topic in the configuration module.

CCK_CustomerContactValidTime

The CCK_CustomerContactValidTime variable specifies for how long the IP Office Contact Center system saves an e-mail address (number). The value is given in minutes.

The setting and behavior match the Telephony task type.


Tips for voice mails For voice mails, we recommend the following tips.

Free VU ports When assigning voice mails to agents in the call flow, we recommend that you always query the number of free VU ports. Voice mails are only assigned to an agent if VU ports are available. In the condition, specify the name of the VU script used to play the voice mails (topic configuration).

vusrc(<VU-Script>)[voice].freePorts>0

Limiting recorded voice mails If several thousand voice mails are present, this inhibits the performance of the IP Office Contact Center server. To avoid an unnecessary load, we recommend limiting the number of voice mails in the call flow. Use the following condition in a logic element:

vumsgq(<topic name>)[voice].nVoiceMsg <1000

We recommend a number between 1,000 and 3,000, depending on how complex the call flow and how powerful the computer (CPU). You must not exceed the maximum number of 5,000. If you allow 5,000 voice mails, the voice mails will be routed, but when the IP Office Contact Center system is restarted, this large number of voice mails will load the IP Office Contact Center system to the extent that it will take a few minutes for calls to be routed.

Scroll bar is no longer visible The scroll bar may disappear from the right edge of the screen.

Problem: scroll bar is not visible If you activate the task bar or cockpit bar in the user interface, the scroll bar on the right edge of the screen may disappear.

Correction: display scroll bar again Perform the following steps to display the scroll bar again:

1. Double-click the title bar of the window. The window adjusts to fit the actual frame. The scroll bar appears again.

Or

1. Select Arrange from the Window menu. The window adjusts to fit the actual frame. The scroll bar appears again.


Examples for Taskflow You can find examples on the DVD or in the installation folder.

Examples You can find examples for Taskflow scripts and IVR scripts in the folder:

Examples\Callflow Examples

Documentation for examples The document Task Flow programming example.doc describes the examples.

IP Office Contact Center TaskFlow Editor Glossary • 121

Glossary

Elements In this manual, all sources, destinations, and connecting units used in the task flow editor are called elements. Each element is identified by a unique name and icon in the icon list. An element appears as a square in the task flow set. The relevant icon appears in the center of the square.

PBX The term PBX stands for Private Branch eXchange.

IP Office Contact Center TaskFlow Editor Index • 123

Index

A

ag(?).free 64 ag(?)[].averageCallsPerHour 64 ag(?)[].averageSpeechTime 64 ag(?)[].loggedOn 64 ag(?)[].queueFactor 64 Agent 37, 64 Agent group 36, 64 Arithmetic AND 67 Arithmetic OR 67 Ascending 61

B

Blocked period 63

C

c.announceTime 64 c.dailledTheme 64 c.holdTotal 64 c.noOfTransfers 64 c.positionInQueue 64 c.queuePrio 64 c.ringTotal 64 c.speechTotal 64 c.timeTotal 64 c.waitThisQueue 64 c.waitTotal 64 c.xyz 64 Call 64 Colors 31 Comment 30, 33, 36, 46, 50, 51, 52, 56, 60 Conversation time 64 Copy 29, 30

D

Data type 67 Date 65 Day of week 65 Default task flow set 32 Descending 61

E

Edition 10 Equal collector 60 External destination 37

H

Hour 65

I Icon 28, 30, 32, 33, 41, 42, 47 Information 9, 10

K

Keyword 68 Kommentar 28

L

Less than 67 Less than or equal to 67 Linking words 67 Logical AND 67 Logical OR 67

M

Minus 67 Minute 65

N

Name 28, 30, 46, 47, 60 Not equal to 67

O

Object 68 Operator 68 Organization 9

P

Personal contact 38 Plus 67 Precision 67 Prerequisites 11 Printing

manual 11 Prioritized 47 Programming language 32

Q

q(?)[].averageWait 63 q(?)[].blocked 63 q(?)[].callsInQueue 63 q(?)[].maxWait 63

124 • Index IP Office Contact Center TaskFlow Editor

q(?)[].queuePrio 63 Queue factor 64

R

Release 38 Ring time 64

S

Second 65 Skill 65 Skills 10 Sorting 61 Syntax 32

T

t.date 65 t.dayOfWeek 65 t.holiday 65 t.hour 65 t.minute 65 t.month 65 t.second 65 t.timeOfDay 65 t.year 65 Task flow script 32 Time 65 Time slot 44 Topic 33, 63

U

umsgq(?)[].nVoiceMsg 63

V

Variable 68 Voice Unit 64, 65 VU script 42 vumsgq(?)[].tTotVoiceMsg 63 vusrc.freePorts 64, 65 vusrc.totalPorts 64, 65

Y

Year 65

Ipocc Taskflow Editor En

Documents

Transcript of Ipocc Taskflow Editor En