Overview

This flow provides a straightforward process for handling inbound calls in a contact center:

  1. A call is received and enters the flow through the entry point.
  2. A welcome message is played to the caller.
  3. The caller is placed in a queue for the next available agent.
  4. While waiting in the queue, hold music is played to the caller.
  5. This flow ensures a smooth experience by placing error-handling mechanisms and allowing fallback scenarios in case agents aren’t available.

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.
  • 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 activities

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

Flow activity

Description

Start

(New Phone Contact)

The flow begins when a call is received through the entry point. The call is accepted into the flow and proceeds to the next step.

Play message

(Welcome Prompt)

A message is played to welcome the caller. In this flow, the message says: Welcome to Webex Contact Center!

This message is configured using Cisco TTS, but it can be replaced with custom recordings.

Queue

(Direct Contact)

After the welcome message, the call is placed into a queue. The queue is set to direct the call to the Q_arubhatt queue, which routes the caller to the longest available agent.

Play music

(Music on Hold)

While waiting in the queue, the flow plays hold music (defaultmusic_on_hold.wav). It plays for 30 seconds before looping.

Play message

(Hold Message)

A secondary message is played while the caller is waiting: Thank you for your patience. Please wait while we find you an expert.

This message is configured using Cisco TTS, but it can be replaced with custom recordings.

End flow

The flow terminates upon agent connection or if an error occurs. It ensures the caller is smoothly handled, whether they are connected to an agent or if the flow needs to end due to an error.

Error handling

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

Additional resources

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