Associating workflows to devices

Workflows must be associated to a device in order to be active in the system. Workflows can, depending on their type, be associated to extensions, hunt groups,media servers or queues.

You can only associate workflows to extensions or hunt groups that are of the same type as the workflow. For example, you cannot associate a RAD workflow to an Outbound extension type.

After associating Outbound workflows to a device, the ‘Always run' check box in the Workflows and Properties pane enables and disables workflow execution.

The following workflow types may be associated to the following devices. (See the following figure.)

Table 1. Workflows and associated devices, by type
Workflow type Device type
Inbound Extension or Hunt Group
Outbound Extension
RAD Extension or Hunt Group
Inqueue Queue
Agent Queue
Table 2. Workflows and associated devices, by type
Workflow type Device type
Inbound Voice Media Server
Outbound Voice Media Server
Inqueue SIP Queue
Media SIP Queue
Agent SIP Queue
Note:

Inbound and RAD workflows may be assigned to an extension and a hunt group. We recommend you use one or the other.

The following procedures explain how to
  • Associate a workflow to an extension
  • Associate a workflow to a hunt group
  • Associate a workflow to a media server
  • Make an Outbound workflow live
  • Associate a workflow to one or more queues
To associate a workflow to an extension
  1. Click IVR Routing > Extensions, and select an extension to associate to the workflow.
    Note:

    For IVR Routing sample workflows, you must select an extension with a Messaging port 5020 IP extension type.

  2. Under Port Options, after Workflow, click the Browse button.
  3. Select the workflow to associate to the extension and click OK.
    Note:

    The 'Select a workflow' window displays workflows of the same type as the extension, without validation errors.

  4. After Port State, select either Normal or Emergency from the drop-down list. Select Emergency only if this port is associated to a workflow that is configured to have an emergency path.
  5. Click Save.
To associate a workflow to a hunt group
  1. Click IVR Routing > Hunt Groups, and select a hunt group to associate to the workflow.
  2. Select the Options tab.
  3. Under IVR Settings, after Workflow, click the Browse button.
  4. Select a workflow and click OK.
  5. After Port State, select either Normal or Emergency from the drop-down list. Select Emergency only if this port is associated to a workflow that is configured to have an emergency path.
  6. Click Save.
To associate a workflow to a media server
  1. Select IVR Routing > Workflows, and select an Inbound or Outbound workflow.
  2. Select the Media Server Membership tab.
  3. Under Available members, select the media server to associate the workflow to and click >.

    You can associate multiple media servers to a single workflow.

  4. To associate all media servers to a single workflow, click >>.
  5. Click Save.
To make an Outbound workflow live
  1. Click IVR Routing > Workflows.
  2. Select an Outbound workflow.
  3. In the Properties pane, select Always run.
  4. After Simultaneous calls, set the number of calls the workflow can make at once.
  5. Click Save.

To associate a workflow to one or more queues

Note:

Inqueue workflows containing Connect to Caller activities require UPiQ ports provisioned for the system. Associating these workflows to queues without having UPiQ ports returns a validation error when saving the workflow or queue. To provision UPiQ ports for the system, see "Configuring extension port options for IVR Routing".

  1. Select IVR Routing > Workflows, and select an Inqueue or Agent, Agent, or Media workflow.
  2. Select the Queue Membership tab.
  3. Under Available members, select the queue to associate the workflow to and click >. You can associate multiple queues to a single workflow.
  4. To associate all queues to the workflow, click >>.
  5. Click Save.
Parent topic: Building workflows
↑