Default SMS Inbound workflow

This workflow instructs Multimedia Contact Center how to route inbound SMS interactions to the appropriate SMS queues. By default, this workflow uses the phone number of SMS queues to route SMS interactions to the appropriate queues.

To better illustrate the workflow’s activities and operations, we recommend you expand the workflow and all annotations.

To expand the workflow
  • Click the Expand All button.
To show all annotations
  • Right-click the workflow and select Annotations… > Show all.

Description

The first activity in this workflow is a Transfer activity. The activity is configured to route SMS interactions using the <<DestinationQueues>> variable, which is filled in automatically with the phone number the SMS interaction used and is compared to the phone numbers of the SMS queues. If the transfer is successful, the SMS interaction is sent to the destination queue and a Terminate activity ends the workflow. If the transfer fails, the SMS;interaction is send down the Failure branch.

The Failure branch continues to an Email activity. If the transfer failed, this activity sends an email to an administrator to notify them that the Transfer activity failed to route and that the interaction can be reviewed as a Failed item in Ignite. The template must have a destination added to it and the Email activity must have an SMTP server added to it. The template may be customized, but changing the variables within the template is not recommended. For more information on configuring the Email activity, see "Sending emails with the Email activity".

The next activity in the branch is a Transfer activity. This activity is intended to transfer SMS interactions that do not route correctly by <<DestinationQueues>> to be routed to a specified SMS queue. This activity requires that a destination queue be selected. For more information on configuring a Transfer activity, see "Routing contacts with the Transfer activity". The Success branch of this activity contains a Terminate activity that ends the workflow.

The Failure branch continues to a Terminate Workflow activity, which ends the workflow.

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