Overview

This flow provides a simple flow that plays an announcement to the caller. Modify the flow to ensure a smooth caller experience by handling any errors or unknown conditions.

The subflow uses Cisco Text-to-Speech 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 flow:

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

  1. Call is received and enters the flow.
  2. A welcome message is played to the caller.
  3. The caller is placed in a queue.
  4. Hold music is played while the caller waits.

Flow activities

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

Flow activity

Description

Start

The flow begins when a call is received
Play Message
  • The call is directed to the WelcomeMessage activity, which plays a welcome message to the caller.
  • This uses TTS but can be a pre-recorded message, greeting the caller or providing some information.

Disconnect
  • After the welcome message, the call is directed to the disconnect activity.
  • This activity disconnects the call, ending the interaction after the message has been played.

Additional resources

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