Customizing the default workflows
To create customized versions of these workflows, we recommend modifying the default workflows. To create multiple workflows of the same type, multiple copies of the default workflows can be made and reconfigured. See "Copying workflows".
Each default workflow requires additional configurations to get up and running. For information on configuring the workflow activities to suit the contact center, follow the cross-references throughout each summary.
Inbound Email workflows must contain either a Transfer, a Junk Email, or a No Reply Email activity. If they do not, email interactions will remain in system storage, using system memory and causing performance issues.
- Validate the workflow and activity configuration and correct any errors detected
- Associate Inbound and, optionally, Response workflows to a server
See "Associating workflows to media servers".
Note:Inbound workflows modified from the Inbound Routing tab of the Media servers pane and Response workflows modified from the;Response Routing tab are already associated to that media server.
- Associate Inqueue workflows to at least one queue
See "Associating workflows to queues".
Note:Inqueue workflows modified from the Routing tab of the Queues page are already associated to that queue.