Overview

The flow dynamically fetches flow settings through an HTTP request and sets variables that guide the rest of the flow. These variables manage routing decisions, queue handling, prompts, and error management. This is often used for scenarios requiring flexibility in call handling based on real-time business conditions like working hours or holidays—where a single flow can be reused across different use cases using dynamic variable-based routing.

The flow ensures a smooth and efficient caller experience by playing appropriate messages, handling working hours or error cases, and providing routing based on the organization's specific requirements.

The flow uses Cisco Text-to-Speech (TTS) for all the audio activities requiring prompts. Custom music on hold or messages can be configured by updating the flow variables.

Prerequisites

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

  • Create entry points, queues, teams, entry point mappings, and any other organization-specific configuration activities like connectors, outdial ANI, and more.

  • Ensure that any required static audio files or custom TTS prompts are uploaded to the system.

  • Have a valid API endpoint to fetch the flow settings

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

New Phone ContactThe flow begins when a call is received at the entry point.
HTTP RequestThe flow makes an HTTP request to fetch flow settings dynamically based on the call’s DNIS.
Business Hours CheckDepending on the flow settings, the flow checks business hours, holidays, and overrides to route the call appropriately.
Play Message (Welcome)Based on the fetched settings, a welcome message is played using TTS or a pre-recorded prompt.
Queue ActivityIf necessary, the call is placed in a queue based on dynamic variables.
Play Music (Queue Management & Music in Queue)While the caller waits in the queue, hold music is played, which can be dynamically set.
Error HandlingIf any error occurs, the call is redirected to an error handling flow or a different entry point using the GoTo enabled by dynamic variables.

Flow activities

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

Flow activity

Description

Start

 The flow starts when a call is received through the NewPhoneContact activity.
HTTP RequestThe FetchFlowSettings activity makes an HTTP request to retrieve all necessary flow settings, such as business hours, prompts, and queue configurations.

IVR Menu

(WelcomeMenu)

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

Set VariablesThe SetVariable activity stores the data retrieved from the HTTP request and assigns values to flow-related variables like businessHours, queue, welcomePrompt, and holdMusic.
Business HoursThe BusinessHours activity checks the working schedule, holidays, and overrides, directing the flow based on the current time.
Play MessageThe PlayMessage activity plays a welcome message to the caller. This can be set dynamically or pre-configured.
Queue ContactThe QueueContact activity places the caller in the appropriate queue, utilizing dynamic variables for queue management and fallback handling.
Play MusicThe PlayMusic activity plays hold music to callers waiting in the queue, configured based on the holdMusic variable.
Go ToMultiple Go To activities are used to navigate between different parts of the flow or handle specific conditions like holidays or errors.
DisconnectAfter all necessary steps are completed, the flow ends with the appropriate disconnect or redirection.

Additional resources

For more information, see Flow Designer.