Prerequisites

Ensure that the following requirements are met in the Webex Contact Center Management Portal before implementing this subflow:

  • Ensure that Cisco Text-to-Speech (TTS) is enabled for the contact center to use text-to-speech for error prompts.
  • Map the errorMessage variable to dynamically handle the appropriate error messages in your workflow.

For detailed steps, see Webex Contact Center setup and administration guide.

Subflow inputs

  • errorMessage - STRING: The error message to play dynamically, indicating the issue encountered by the caller.

Subflow outputs

  • N/A: This subflow does not produce outputs as it is used to handle errors and provide feedback to the caller.

Subflow breakdown

The following table describes the various subflow elements involved in the call process, detailing the actions and responses that occur during each stage.

Subflow element

Description

Start subflow

The subflow is triggered when an error occurs.

Play error message

The system plays a dynamic error message defined by the errorMessage variable using Cisco Cloud TTS. For example, the message might be: We are experiencing technical difficulties. Please try again later.

End subflow

(Normal End)

If the error is handled successfully, the subflow ends gracefully.

End subflow

(Error End)

If further issues arise (for example, the error message fails to play), the subflow ends in an escalation state to indicate a critical failure.

Subflow activities

The following table describes the sequence of subflow activities for managing errors.

Subflow activity

Description

Start subflow

The subflow starts when an error occurs, kicking off the error-handling sequence.

Play error message

Plays the error message to the caller using Cisco Cloud TTS. The message content is defined dynamically by the errorMessage variable.

End subflow

(Normal End)

Ends the subflow if the error is resolved without further issues.

End subflow

(Error End)

Ends the subflow with an escalation if additional errors occur during the error-handling process.

Additional resources

For more information on configuring subflows, see Webex Contact Center setup and administration guide.