Overview

This flow demonstrates a comprehensive inbound voice call scenario for Webex Contact Center. It includes handling business hours, holidays, emergency overrides, self-service options, position in queue (PIQ) announcements, and customer callback options. It's suitable for environments where basic self-service and call queuing are essential.

Modify the flow to fit specific organization needs and to handle unknown conditions gracefully.

This flow uses Cisco Text-to-Speech (TTS) for audio activities requiring prompts (if any). For music, it defaults to the defaultmusic_on_hold.wav file provided out-of-box.

Prerequisites

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

  • Create entry points, queues, teams, and entry point mappings, and any other organization-specific configurations such as connectors, outdial ANI, and more.

  • Set up working hours, holiday lists, and emergency overrides from Control Hub → Services → Contact Center Setup → Business Hours.

  • Upload static audio files if custom audio prompts are used instead of Cisco Text-to-Speech (TTS).

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

Flow breakdown

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

Flow element

Description

Call is receivedCall enters the flow at the NewPhoneContact activity.
Check business hoursThe flow checks the current time against the defined business hours using the BusinessHours activity.
  • Working Hours: The call is routed to the Work_Non_WorkHours_Match activity, and further handled based on conditions such as open hours or after-hours.
  • Holidays: The Holiday_Closed message plays, informing the caller that the office is closed due to a holiday, followed by disconnection.
  • Emergency Override: The Override_Emergency activity plays an emergency override message, followed by disconnection.
  • After Hours: The AfterHours_Prompt activity plays a closed-hours message, and the call is disconnected.
Self service optionsDuring open hours, the WelcomeMenu (IVR Menu) activity plays a menu offering basic self-service options to callers:
  • Press 1 for Customer Support: The call is queued for the support team.
  • Press 2 for Sales: The call is queued for the sales team.
Queue placement The caller is placed in a queue using the Queue activity.

The GetPositioninQueue activity retrieves the caller’s position in the queue, and this information is announced to the caller using the PlayPIQ activity.

Callback and voicemail optionsIf the caller chooses to leave a voicemail or request a callback, the FinalMenu activity is triggered:
  • Press 1 for Callback: The Callback_guf activity is used to schedule a callback.
  • Press 2 for Voicemail: The call is transferred to voicemail using the VoiceMail activity.

Hold music

The flow ensures that if a caller loops too many times (through the CallLoopCycle and LoopCycle activities), they are directed to the final menu options (callback or voicemail).

Loop handling

The flow is designed to handle unexpected issues by terminating gracefully, with fallback routes available.

Call disconnnectionAfter all steps are completed or if the caller chooses to exit, the call is disconnected using the DisconnectContact activities.

Flow activities

The following table describes the sequence of flow activities involved in this flow template.

Flow activity

Description

Start

(NewPhoneContact)

Starts the flow when the call is received.

Business Hours Check

(BusinessHours)

Checks if the call is during business hours, holidays, or emergency override situations.

IVR Menu

(WelcomeMenu)

Plays a menu with options for self-service (Press 1 for Support, Press 2 for Sales).

Queue Handling
  • Queue: Places the caller in a queue for the appropriate team (for example, support or sales).
  • GetPositioninQueue: Retrieves and announces the caller's position in the queue.
  • PlayPIQ: Announces the caller’s position in the queue.

Hold Music

(MusicOnHold)

 Plays hold music while the caller waits in the queue.

Loop Handling

(CallLoopCycle and LoopCycle)

Ensures that calls looping too many times are directed to the final menu.

Disconnection

(DisconnectContact)

 Disconnects the call after messages or when the caller chooses to end the interaction.

Additional resources

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