Managing flows

Flows are the Collab's tool to design IVR interactions. Flexible and OneContact oriented, they allow you to choose the best path an interaction must take in order to optimize your contact center productivity, without loosing interactions (even out of working hours or in a interactions overflow scenario) and keeping your customer's needs in check.

On Managing flows, you can:

 

Flows list

The Manage flows page shows a list of flows created, along with the selected information about them:

addflow_homepage.png

On the Flows homepage you can:

 

To edit the information displayed:

  • Click on addflow_settings.png to open the settings pop-up:
    addflow_settingspopup.png

On the pop-up:

  • Click on the check box of the information you want displayed.
  • The selected columns have a addflow_settingspopup_check.png and are presented on a list on top.
  • The unselected columns have a addflow_settingspopup_uncheck.png and are present on a list below.
  • Click SAVE to apply changes.

 

The information available for selection is:

Name  -  Name attributed to the flow. 
Type  -  The type of flow.
Description  -  The flow's description.
Owner  -  The flow's creator.
Created  -  The date when the flow was created.
Last Updated  -  The last date when the flow was modified.

 

 

To refresh the information displayed:

  • Click on addflow_settingspopup_refresh.png.

 

To filter the information displayed:

  • Click on addflow_set.png.
  • Select a category from the drop-down menu.
  • On the selected category, click on addflow_arrow.png.
  • Select the desired itens.
Note:Click on addflow_cross.png to delete the filter.

 

To open a flow:

  • Click on the desired flow.
    or
  • Click on addflow_options.png on the flow's row.
  • Click on Open from the drop-down menu.

 

To edit a flow:

  • Click on the desired flow.
    or
  • Click on addflow_options.png on the flow's row.
  • Click on Edit from the drop-down menu.

  

To duplicate a flow:

  • Click on addflow_options.png on the flow's row.
  • Click on Duplicate from the drop-down menu.

 

To delete a flow:

  • Click on addflow_options.png on the flow's row.
  • Click on Delete from the drop-down menu.

 

Add flow

Add flow allows you to create a new flow:

  • Click on addflow_addflow.png to open the Create flow pop-up:
    addflow_addflowpopup.png
  • On the Create flow pop-up window:
    • Insert a name.
    • Insert a description.
    • Select a type, from the drop-down menu:
      • Initial: Runs when an interaction arrives at the system. The initial script is shared by all services. You can use it to perform tasks which are common to all services.
      • Service: Runs when an interaction is assigned to a service. This script is used to perform service specific actions.
      • Queue: Runs while an interaction is in a service’s queue.
      • Postcall: Runs when the queue script ends, whether if the interaction is terminated or delivered to an agent. This script is used to execute specific actions and is optional.
    • Click SAVE to apply changes and close the pop-up window.

 

Edit flow

Click on the flow, from the list, to open the Flow design page:

addflow_edit.png

The flow profile page allows you to:

 

Edit flow information

Click on user_profile_edit.png to open the Edit flow pop-up window:

addflow_editflowinfo.png

On the Edit flow pop-up window:

  • Insert the flow's name.
  • Insert the flow's description.
  • Click SAVE to apply changes and close the pop-up window.

 

Edit Speech Settings

Click on user_profile_edit.png , on Speech Settings to open the Edit speech settings pop-up window:

addflow_speechsettings.png

On the Edit speech settings pop-up window:

  • Select the speech engine from the drop down-menu:
    • Google
    • Microsoft
    • Watson
      • If Watson is selected, the pop-up window expands:
        managing_flows_watson.png
      • On the expanded pop-up window:
        • For Custom Text-to-speech settings:
          • Insert the WebService Url (here you define your synthesize api)
          • Insert the Api Key
        • For Custom Speech-to-text settings:
          • Insert the WebService Url (here you define your recognize api)
          • Insert the Api Key
            Note: Click here, for more information on Watson.
            Note: You can download the Waston binaries from the attachment at the bottom of the page.
  • Select the speech language, from the drop-down menu.
  • Insert the timeout, in seconds, in which, if the client is in silence, the voice transcription stops. The default is 0 and it means it uses the engine default.
  • Select, be clicking on the checkbox, if cache is enabled (text-to-speech). True might increase disc space requirement but it can reduce costs and increase efficiency.
  • Select, be clicking on the checkbox, if log files are enabled (speech-to-text).
  • Click SAVE to apply changes and close the pop-up window.
Note: if you have the enable cache selected then you will need to add the following configurations to the OneParkPluginRunner.exe.config file:
<?xml version="1.0" encoding="utf-8"?>
<configuration>
<startup>
<supportedRuntime version="v4.0" sku=".NETFramework,Version=v4.6.2"/>
</startup>
<appSettings>
<add key="TextToSpeechCachePath" value="E:\Adapters\Cache"/>
</appSettings>
</configuration>

 

Configuring the system to the adapters

Download the adapter file, unzip the file, copy the folder inside and paste the folder on your local system. (eg: "C:\")

Use the variable "AdaptersPath" in OnePark advanced properties to set the path to the folder you just pasted in your local system.