Create a Click to Dial Flow

A flow represents the business logic of a call, and tells CxEngage how to handle the functions of a call – for example, dialing out.

You'll need to create a new flow for Click to Dial before you can use that feature. Before creating the flow, your must have: 

  • A media file to play for hold music
  • A telephone number that is assigned to your tenant, whether or not it is currently mapped to a flow
  • A list for disposition codes

To create a Click to Dial flow:

  1. Log into your instance of CxEngage.
  2. Go to Flows > Flows.
  3. Click Create.
  4. In the dialog box that appears:
    • Type a Name for the flow, such as Click to Dial
    • Select Customer from the Type list
    • Click Submit

    The Flow Designer opens.

  5. Drag and drop an Entry event (which indicates the beginning of a flow) into the Flow Designer window.
  6. Drag and drop a Click to Dial activity into the Flow Designer window.
  7. Enter the desired Click to Dial parameters.
  8. Add an Exit event and connect the elements of the flow.
  9. Click the gear icon on the canvas to access the flow settings and select the Flow Defaults tab. Enter the default settings to use for your Click to Dial interactions.
  10. Publish the flow.

The result should look something like this:

Image of a configured Click to Dial flow notation

Next, you'll need to create a dispatch mapping to map a telephone number to this flow.

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