Series: Architect tutorial for advanced users

Advanced lesson: Create an outbound call flow

Create an outbound call flow to associate with outbound dialing campaigns. Dialing campaigns contact a list of people according to a prescribed set of rules and place calls based on information read from a contact list. When you create an outbound call flow in Architect, you must include an existing contact list and a default wrap-up code. However, you can edit these default selections in the Settings area of the call flow’s Outbound Call Flow page.

Note: In this lesson, you will learn how to create and edit an outbound call flow, and you will use such actions as Call Bridge Action, Collect Input, Decision, Transfer to ACD, and Play Audio.

Objectives

Create an outbound call flow to remind users of an upcoming dental checkup

Estimated time to complete: 25 minutes

Prerequisites

  • Confirm that you have the Outbound Contact List View permission assigned to your role. This permission allows you to select from previously created outbound dialing contact lists.
  • Confirm that you have the Routing Wrap-up Code View permission assigned to your role. This permission allows you to select a pre-defined wrap-up code.
  • Ensure a contact list has been created for your use. For example, Appointments.
  • Ensure a wrap-up code has been created for your use. For example, Call back in one month.
  • Ensure access to a Bridge Server, installed Connector, and defined Bridge Action. These configurations are created and managed within the administration interface. 
  • Review Work with outbound call flows.

Additional resources

Tasks

  1. From the Architect Home page, click the Outbound Call Flows tab.
  2. Add a new outbound flow, including a unique name and, optionally, a short sentence or phrase to further describe this call flow. In our example, we name the outbound call flow Appointment Reminder.
  3. Click the Contact List drop-down list and choose the desired contact list to associate with the outbound call flow. In our example, we use the Appointments contact list.
  4. Click the Default Wrapup Code drop-down list and choose the desired wrap-up code to associate with the outbound call flow. In our example, we select the Call back in one month.
  5. Click Create Flow. The flow’s Outbound Call Flow page opens.

  1. Create a reusable task, title it Time for your checkup, and set it as the starting task.
  2. In the Initial Greeting box, record a prompt or add TTS to greet the caller:

Hello, this is your Genesys Cloud dental checkup reminder.

  1. Click Edit Task.

Begin building the starting task by adding and configuring a Call Bridge Action, which will retrieve the customer’s information based on his or her phone number:

  1. Drag a Call Bridge Action into the task editor and title it Get customer information.
  2. Select the category that contains your Bridge action. In our example, we choose the previously configured Category1.
  3. Select the Bridge Action that contains the customer database. In our example, we choose the previously configured DentalZendeskAction.
  4. In the Inputs area, the following steps apply to our example, directly associated with our configured Bridge Server, installed Connector, and defined Bridge Action:
    1. In the PhoneNumber box, type Call.Ani to query the CRM for the caller’s phone number.
    2. In the CustomAttribute, type appointmentdate, a previously configured attribute that queries the CRM caller’s next scheduled dental cleaning.
  5. In the Outputs area, in the Contact.CustomAttribute box type Task.zendeskappointment.

Here, determine if the appointment was retrieved and convert the appointment to a valid datetime string.

  1. Drag a Decision task below the Call Bridge Action’s Success path and title it Did we get a datetime string back?.
  2. In the Expression box, switch to expression mode and add the expression:

!IsNotSetOrEmpty(Task.zendeskAppointment)

  1. Drag an Update Data action below the Decision action’s Yes path and do the following:
    1. Name the action Convert the string to a datetime.
    2. Click the arrow at the end of the Add update statement drop-down list and select DateTime.
    3. In the Variable Name box, type Task.AppointmentDateTime.
    4. In the Value To Assign box, switch to expression mode and type 

AddHours(ToDateTime(Task.zendeskAppointment),5)

Next, continue the flow so that the system reads the appointment to the caller and offers an option to confirm or reschedule it.

  1. Drag a Collect Input action below the Update Data action and name it Confirm date and time with caller.
  2. In the Input Audio box, click the audio sequence editor button and do the following:
    1. In the Text To Speech box, type You have an upcoming cleaning appointment scheduled on.
    2. Click the Add Data button and in the Data box type Task.AppointmentDateTime.
    3. Click the arrow at the end of the Select Options drop-down list and select Date and time
    4. Click the Add TTS button and in the Text to Speech box type Press 1 to confirm the appointment or press 2 if you would like to reschedule the cleaning for another time and then click Close.
  3. In the Input Data Name field, type Task.AppointmentConfirmationInput.
  4. In Number of Digits, click change to exact and move the slider to the left until it reads Exactly 1 digit.
  5. Leave the remaining settings unchanged.

Continue the path to follow when a caller confirms his or her appointment.

  1. Drag a Decision task below the Update Data action’s Success path and title it Confirm appointment or transfer to scheduling?.
  2. In the Expression box, switch to expression mode and add the expression Task.zendeskAppointment.
  3. Drag a Play Audio action below the Decision action’s Yes path and title it Appointment is confirmed.
  4. Click the audio sequence editor button and in the Edit Audio Sequence dialog box, do the following:
    1. In the Text To Speech box, type Thank you, we look forward to seeing you on.
    2. Click the Add Data button and in the Data box type Task.AppointmentDateTime.
    3. Click the arrow at the end of the Select Options drop-down list and select Date and time
    4. Click the Add TTS button, in the Text to Speech box type Have a great day!, and then click Close.
  5. Drag a Disconnect action below the Play Audio action.

Set up the path to take when the caller does not press 1 to confirm the appointment:

  1. Drag a Transfer to ACD action into the task editor and place it just above the bottom of the task editor’s path, where the Confirm date and time with caller’s Failure path and the Did we get a datetime string back?’s No path meet:

TransferToACD

  1. Title it Transfer to Appointment Scheduling.
  2. In the Pre-Transfer Audio box, add Someone will be with you shortly as TTS or a recorded prompt.
  3. In the Queue drop-down list, select an appropriate queue. In this example, we choose Appointment Scheduling.
  4. Leave the remaining settings unchanged.

Set up the path to take when the call flow encounters an input error

  1. Drag a Transfer to ACD action below the Transfer to Appointment Scheduling action’s Failure path and title it Transfer to Customer Service.
  2. In the Pre-Transfer Audio box, add Please wait while we transfer you to Customer Service as TTS or a recorded prompt.
  3. In the Queue drop-down list, select an appropriate queue. In this example, we choose Customer Service.
  4. Leave the remaining settings unchanged.

End the task

  1. Drag a Jump to Menu action into the last space at the bottom of the task editor.
  2. Title it Transfer failed.
  3. Select Main Menu, then validate and save the flow.

Practice

Now it’s your turn. Try creating an outbound call flow for your own environment. For additional assistance, refer to the corresponding task instructions and the supporting video.