Overview

This subflow plays queue music followed by a message, repeating the sequence up to a set number of times (default is three). It ensures smooth queue handling and an engaging caller experience. You can customize variables like music choice, message content, and loop count.

This subflow uses Cisco Text-to-Speech (TTS) for any audio prompts. For music, it defaults to the built-in file (defaultmusic_on_hold.wav), for music on hold.

Prerequisites

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

  • Create entry points, queues, connectors, teams, entry point mappings, and any other organization-specific configuration activities.
  • Ensure proper queue treatment logic and error-handling configurations.
  • Upload static audio files if custom audio prompts or music files are used instead of Cisco Text-to-Speech (TTS).

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

Subflow inputs

  • queueMessage - STRING: The message to be played between music tracks (default: Please wait).
  • queueMusic1 - STRING: The first music file to be played while the caller waits (default: defaultmusic_on_hold.wav).
  • queueMusic2 - STRING: The second music file to be played between messages (default: defaultmusic_on_hold.wav).
  • counter - INTEGER: A counter to track the number of loops (default: 0).
  • musicDuration - INTEGER: The duration for which each music track is played (default: 10 seconds).

Subflow outputs

None

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 begins.

Condition check

The subflow checks if the counter is less than 2. If true, the flow continues to the music and message sequence. If false, the subflow ends.

Play music 1

The first music file (queueMusic1) is played for the duration defined by musicDuration.

Play message

After the first music file, a message is played using Cisco TTS, with the content defined by queueMessage.

Play music 2

After the message, the second music file (queueMusic2) is played for the defined duration.

Increment counter

The counter variable is incremented by 1 after the second music file is played.

Re-check condition

After the counter is incremented, the flow rechecks if the counter is still less than 2. If true, the loop repeats; otherwise, the subflow ends.

End subflow

Once the counter reaches 2, the subflow ends.

Subflow activity

The following table describes the sequence of subflow activities.

Subflow activity

Description

Start subflow

Initializes the subflow process.

Condition check

A condition is checked to ensure the counter is less than 2, allowing the loop to continue.

Play music 1

Plays the first music file for the duration specified by musicDuration.

Play message

Plays a message using Cisco TTS with content provided by queueMessage.

Play music 2

Plays the second music file for the duration specified by musicDuration.

Increment counter

Increments the counter variable by 1 to control the loop.

End subflow

Ends the subflow once the counter reaches the predefined limit.