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Assign Agent

Media Type: All

Purpose: Routing decision to assign an interaction to a particular agent based upon their name, extension, or specific attribute.

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  • Last Agent Routing: Route an interaction to the agent they last spoke with using the “Assign Agent by Name” Attribute that would be compared to a Flow Variable that contains the “Last Handling Agent” Property from the “Get Contact History Data” Activity.
  • Preferred Agent Routing: Route an interaction to a preferred agent using the “Assign Agent by Name” Attribute that would be compared to a CRM Property that contains the agent’s name

 


Branch

Media Type: All

Purpose: Used to make a routing decision based upon any data elements available.  This is the most dynamic node in ECS and can be used to solve a majority of routing needs.

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  • Routing based upon the Interaction Types: You can also use the Branch node to route based upon the Interaction Type.

 


Check BP Agents

Media Type: All

Purpose: 

Routing decision based upon agent availability in the queue.

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This node is used in a scenario when the routing logic needs to ensure an Interaction will be presented to a Ready agent.

 


Check Busy or Idle Agents

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Media Type: All

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  • All Unavailable: All agents are in the following states “Break, Offline, Handle Outgoing, and Back Office”.
  • All Busy: All agents are Busy handling Interactions.
  • Ready: There is at least 1 agent in “Ready” state.
  • All Offline: There are no agents logged in to the BP.

Common Use Case:

Similar to the “Check BP Agents” Activity, this node provides more granular control on how to route interactions based upon Agent availability.  If all agents are in a mix of unavailable and busy the call will follow the “All Busy” output leg.  If all agents for that BP are offline, the call will follow the "All Offline" output leg.

Check Demand

Media Type: All

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A check demand node can determine what demand/skill is currently active within the handling flow.  It can then take action based on that demand, forwarding to a specific agent, BP or channel specific to that demand.  When dealing with multiple demands/skills the “Check Demand” activity acts as a checkpoint to verify you are sending the interaction to the appropriate destination.

 


Check Operational Status

Media Type: All

Purpose: Routing decision that determines if the Contact Center or Channel or Business Process is currently open or closed based upon the defined Operating Hours and whether it is a “Special Day” (i.e. Holiday).

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  • Open – When the time falls within the specified Operating Hours at the BP, Channel, or Organization level.
  • Close – When the time falls outside the specified Operating Hours at the BP, Channel, or Organization level.
  • Special Days Open – When the time falls within the specified Special Day hours at the BP, Channel or Organization level.
  • Special Days Close – When the time falls outside the specified Special Day hours at the BP, Channel or Organization level. (Please see how to setup special days here)

Note:

The Operating Hours and Special Days can be defined at the Organization, Channel, or Business Process level. These hours are inherited down from the Organization to the Channel to the Business Process. If these hours are not defined at the BP level, the conditions will be taken from the Channel. If these hours not defined at the Channel level, the conditions will be taken from the Organization.

Tip: If your contact center is 24×7 the “from” and “to” times should be 12:00 AM and all days should be selected.

 


Check Overflow

Media Type: All

Purpose: Make routing decision based upon pre-defined Overflow thresholds set for the BP

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The “Check Overflow” Activity is used to route Interactions that waited or are estimated to wait longer than desired.  The Handing Timeouts are defined for each Business Process. Once the threshold is met, an Interaction is often routed to another Business Process, Channel, or 10-digit phone number.

Clear Assigned Agent

Media Type: All

Purpose: Removes any previously assigned agent from that interaction

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This is used in conjunction with the “Assign Agent” and “Select Agent” Activities. 


Complete Handling

Media Type: All

Purpose: Marks the end of an interaction and terminates any open connection.

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When the flow will reaches this Activity, the interaction immediately ends.  This node is also used as a final endpoint to terminate a successful interaction. 


Day of Week

Media Type: All

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Route interactions based upon the day of the week regardless of the current time. 


Establish Conversation

Media Type: Outbound Voice

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The flow can be configured to play a message or leave a voicemail through the use of the “Simple Play” Activity on the Answering Machine leg. 


Pass to Address

Media Type: Telephony

Purpose: Forward the interaction to an internal or external number

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Typically used send a caller to a 10-digit phone number.


Routing Calls to any BroadWorks (HPBX) Destination

The following configuration must be used when routing calls to a BroadWorks-based Call Center, Hunt Group, Auto Attendant or User.

Locate the User ID for the Call Center, Hunt Group, Auto Attendant or User via the Settings menu in OSSmosis.

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Configure the Pass To Address activity within the Interaction Handling Flow

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  • Change Originator field to “Customer Number”
  • Change Expression type from “P” to “C”
  • Enter the User ID in the Destination field. Note: the User ID must end with @voip.evolveip.net



Pass to Agent

Media Type: All

Purpose: Route Interaction to a specific agent

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This Activity is used to send the Interaction directly to a specific agent bypassing a queue.

 




Pass to Business Process

Media Type: All

Purpose: Route Interaction to a different Business Process for handling

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To forward an Interaction to a particular business process either based upon a selection from a “Prompt and Collect Selection” Activity or specific queueing thresholds.

 


Pass to Business Process By Name

Media Type: All

Purpose: Forwards that interaction to a different Business Process for handling based upon a variable.

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Pass to Business Process by Name can route thousands of numbers dynamically in a single Activity through the use of the Customer Data upload to specify the Business Process associated with the number dialed (Destination DID) or originating from (Origin DID).

 


Pass to Channel

Media Type: All

Purpose: Forwards that interaction to a different channel for handling

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This node would be used if you want to send the Interaction directly to another channel.  This is commonly used to route to another menu structure. 


Queue 

Media Type: All

Purpose: Queue Interaction for agent assignment with multiple sub-flows triggered based upon time elapsed.

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The Queue node is the preferred method of routing calls to agents.  Multiple Threshold Flows allow the customer’s experience to change as they wait by activating different routing treatments over time such as a Callback or Voicemail or an Overflow. The Queue also allows for true agent skilling by setting target Demand Filters and Search Periods to relax each skill requirement as the Interaction waits. 

NOTE: Once an interaction reaches the last activity in the Interaction Handling Flow, it will return to the Start activity and route through the same activities again.

Inside View of Node: Skill Base

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  1. Time to Clear Assigned Agent
  2. Exit Once Waiting Time Ends (Yes/No) –
  3. Max Waiting Time
  4. Threshold
    1. First
    2. Second
    3. Third
  5. Exit Leg
    1. Leg 1
    2. Leg 2
    3. Leg 3
    4. Leg 4

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Repeat for Each

This node is no longer in use.

Inside View of Node

Request Call Back

Media Type: Voice

Purpose: Creates a Call Back Interaction where the system delivers an inbound Interaction to the Agent which is an Outbound Call to the party that requested it.

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For any type of callback this node is necessary to initiate that Interaction into the Queue.  The callback delay time serves as the initial timeframe in which the call will be re-presented back into queue (additional callback information). 


Select Agent

Media Type: All

Purpose: This selects the best agent to handle the interaction and defines the queue experience for that customer. This Activity has been replaced by the Queue activity and should only be used in rare instances.

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