Flow Designer Reference

Condition: Optionally, enter a condition statement for this sup-process.

Signal Name: This field contains a binding variable so that the signal being used to trigger this sub-process can be attached to another object.

Resource: Enter the resource name.

Branch objects do not have configuration details set within the object. Configuration details are applied to the connections stemming from the object to identify when to follow each branch.

Refer to Configuring Connections for full details.

Branch objects do not have configuration details set within the object. Configuration details are applied to the connections stemming from the object to identify when to follow each branch.

Refer to Configuring Connections for full details.

Name *: Enter the variable name. Anytime that this is referred to in subsequent conditions, you must enter it exactly as it is entered here.

Value *: Enter the corresponding value for the variable. If it is a string, surround the value in quotation marks. You might enter a value such as: true, false, a number, or a string, such as digits pressed.

For example, consider a flow that has a Collect Digits activity for the caller to select their preferred language. If they press "1" and that should correspond with English, you can set an attribute named Language and the value "English". You can refer to the attribute later in the flow in a conditional expression, such as (= "English" Language). See Setting Attributes in a Flow.

Name *: Enter the attribute name. Anytime that this is referenced in subsequent conditions, you must enter it exactly as it is entered here.

Value *: Enter the corresponding value for this variable. If it is a string, surround the value in quotation marks.

Params

• Search By: Select how you want to identify the business hours being checked. By default, Id is selected.

  • Id: Enables you to select from the list of available business hours on the tenant and shared with the tenant. You can also specify which version of the business hours you want checked.

    • Inherited business hours display the tenant name in brackets in this format:  Business Hours Name [Tenant Name].

    • Inactive Business Hours show (Disabled) with the business hours name.

  • Name: Enables you to enter the name of the business hours being checked. You cannot specify which version of the business hours being checked. Only the Active Version is checked.

    As a best practice, use the Name option when you are sharing the flow with child tenants that have business hours by the same name. If your tenant has access to multiple business hours by the same name, the business hours for the tenant closest to your current tenant is checked. For example, if your current tenant has business hours called "Operating Hours" and you also inherit business hours called "Operating Hours" from a parent tenant, the business hours for your current tenant are checked. The business hours inherited from the parent tenant are not checked in this scenario.

• Business Hours (Id only): Select the business hours name from the drop-down menu.

• Name (Name only): Enter the name of the business hours in quotation marks. The name is not case sensitive, but it must be an exact match.

  For example, if the business hours are named US Holidays, the following will match: “us holidays”, “US holidays”, “Us Holidays”, etc. These terms will not match: “holidays”, “USHolidays”, “us”.

  Alternatively, you can enter the name as a variable.

• Version: (Id only) Select which version of the business hours you want checked. By default, the Active Version is selected.

• When: Select when to check the business hours are being checked:

  • Now (Default): Checks if the business is open right now.

  • Future Time from Now: Checks if the business is open in the specified length of time from now.

    • Time from Now: In the first drop-down menu, select the unit of time -either Minutes or Hours. In the second field, enter the number of hours or minutes.

  • Timestamp: A timestamp expression, in ISO 8601 format, that you want to check the business hours. In this example, the expression checks hours at 8 PM today and is adjusted for the UTC-7:00 offset:

    (timestamp (str (format-date :year-month-day (minus (now) (hours 7))) "T20:00:00.00-07:00"))

    If the flow needs a hard-coded value, enter the timestamp between quotation marks (“ ”). For example, to check the business hours at 2 PM on January 25, 2020, enter (“2020-01-25T14:00:00:000”). Optionally, add a timezone offset. For example, (“2020-01-25T14:00:00:000-07:00”). If an offset isn’t entered, the business hours are checked in UTC time.

• Scope: Select what you want to check with this notation:

  • Regular Hours & Blackout Exceptions (Default): Checks all rules in the Business Hours. First, the Blackout One Time Exceptions and Blackout Exceptions types of rules are checked. If a match is found, the Result binding is false (closed). Next, the "One-Time extended Hours" and "Regular Hours" types of rules are checked. If a match is found, the Result binding is true (open). Otherwise, the Result binding is false (closed).

  • Regular Hours only: Ignores the Blackout Exceptions and Blackout One Time Exceptions type of rules. Only the One-Time extended Hours and Regular Hours types of rules are checked. If a match is found, the Result binding is true (open). Otherwise, the Result binding is false (closed).

  • Blackout Exceptions only: Ignores One-Time Extended Hours and Regular Hours types of rules. Only Black Out One-Time Exceptions and Blackout Exceptions types of rules are checked. If a match is found, the Result binding is false (closed). Otherwise, the Result binding is true (open).

    If there are overlapping business hours rules of different types, they are checked according to the following priority: Blackout One-Time Exceptions Blackout Exceptions One-Time Extended Hours Regular Hours

• Return False if Business Hours Disabled: When false (default), the enablement status of the Business Hours doesn’t matter. The Business Hours are checked according to the hours and exceptions configured in it. If it is true (green toggle), if the Business Hours is disabled, the Result binding is false (closed).

Bindings

• Result: This field contains a binding variable so that the business hour rule results can be attached to another flow object. For example, you may enter "hours" and use that same variable in a later gateway condition statement so that the interaction follows the appropriate path based on the business hour rule results.

  When the result is true, the business is open.

  When the result is false, the business is closed.

  When the result is nil, there is an error. For example, if the Business Hours Name is not found or the When timestamp is not valid.

• Result Object: This field contains an output binding variable that contains details about the lookup (for example, whether Business Hours is disabled, or if it is outside of regular hours, or a blackout exception). For example, you can use this to retrieve the description for the business hours rule or whether the business is open. Later in the flow, you can reference this result object to play it to the customer.

  Enter the result object as {{resultObj}}.{{propertyName}} . For example, if you named your Result binding openObj , and you wanted to retrieve the description, you would enter openObj.description .

  The properties that are available are from the Check Business Hours API request when the request is successful:

  • name: The name of the matching business hours rule. If there isn’t a match, this property isn’t present.

  • description: The description of the matching business hour rule. If there isn’t a match, this property isn’t present.

  • type: The type of thematching business hours rule (recurring-hours, blackout-recurring-exceptions, blackout-one-time-exceptions, or one time-extended-exceptions). If there isn’t a match, this property isn’t present.

  • date: The date, time, and timezone that the hours were checked.

  • open: Whether the business was open (true or false).

  • version: The unique identifier (UUID) of the version of business hours checked.

  • active: Whether the business hours are enabled (true or false).

  If the request fails, the error object is returned with the code and message properties which contain information about the error.

  If there aren’t any rules that match for the time checked, there won’t be any results for certain properties. For example, if you only have business hours for Monday to Friday and you check on the weekend, a name, description, and type aren't returned because there aren’t any business hours rules for those days.

  Examples:

  Open Recurring Hours

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  {:name "Mon-Thu", 
   :description "Open 8am-7p every Monday thru Thursday", 
   :type "recurring-hours", 
   :date "2020-07-09T12:40:02.882-07:00[US/Arizona]", 
   :open true, 
   :version "e32dfe20-c217-11ea-969d-ff6e6accfde7",  
   :active true} 

  Closed Blackout Recurring Exceptions

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  {:name "US Holiday- Independence Day", 
   :description "Closed all day every 4th of July (Independence Day)", 
   :type "blackout-recurring-exceptions", 
   :date "2020-07-04T10:00:00-07:00[US/Arizona]", 
   :open false, 
   :version "e32dfe20-c217-11ea-969d-ff6e6accfde7",  
   :active true} 

  Closed

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  {:open false, 
   :date "2020-07-09T12:42:28.812-07:00[US/Arizona]", 
   :version "e32dfe20-c217-11ea-969d-ff6e6accfde7",  
   :active true} 

  Error (Business Hours Name Not Found)

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  {:error {:code 404, :message "not found in the system"}} 

  Error (Invalid WHEN timestamp)

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  {:error {:code 404, :message "invalidated timestamp input."}} 

To: Select the type of endpoint to dial and conference into the interaction. Each type selection provides an additional field to enter the specific value.

• Resource: Identify a resource to dial.
• PSTN: Enter the PSTN number to dial.
• WebRTC: Enter the WebRTC contact to dial.
• SIP: Enter the SIP endpoint to dial. This is the default selection. Optionally, add any custom headers to be sent in the SIP invitation to have CxEngage provide contextual information to the third-party.
• Expression: Enter a general expression that fully describes the endpoint to dial, including specifying the type from the list above.

From: Enter the outbound ANI to use for the call. The default value is interaction/contact-point, which should be sufficient for most use cases.

Dial Timeout (in seconds): The number of seconds to wait for the endpoint to answer the dial request before considering it as unanswered. If this timeout period is reached, a result of nil is received, and a signal called ivr-conference-dial-failed is thrown that can be caught for additional flow decision making. The default value is 18.

Time to wait for result after disconnect: Select the time, in seconds, to wait for a result from the third-party after they have been disconnected at the end of the conference. If a result has not been received by the time of the third-party disconnecting, the flow will wait for this time period before moving on to the next step in the flow. The default value is 0 seconds. The other options to select from are 1 second, 3 seconds, 5 seconds, 10 seconds, 15 seconds, and Custom. If you select Custom, you then enter the number of seconds to wait.

Custom data handling flow: Optionally, select a reusable flow that defines how data during the third-party conference is handled. This allows you to handle several different results from the third-party by having different scenarios included in your reusable flow design. If the custom reusable flow ends, the third-party is disconnected and the result is returned to the parent flow making the conference.

Record: If enabled, records the conference.

Record: Click to enable to automatically record customer interactions.

Beep: Click to enable a beep on entry and/or exit. When enabled, an audio tone indicates when the participant is added to a call, or removed from a conference. This is a multi-select option, allowing you to select any, both, or neither of the options.

• On Enter: Provides a notification when the customer is added to a conference, such as when calling in to a queue and being connected to an agent.
  Note: If using this feature, it should be enabled on both the Conference Customer In and Resource Flow/Conference Resource notations within your flow. Enabling both ensures that the notification is provided regardless of which participant enters the conversation first.
• On Exit: Provides a notification when the customer leaves a conference with more than two participants, and all applicable participants have this feature enabled.

Waiting Music: Select an audio file from the drop down menu. The menu is populated with the individual audio media files currently available on your tenant. TTS and media lists are excluded. This media is played once to the caller while they are being conferenced with an agent, until they are connected and able to speak. If the connection is instant, the media is not heard.

Tips for Waiting Music: 

• For best results, we recommend using a URL to a .mp3 file with a duration that is no longer than the maximum expected connection time.
• Waiting music is played for both the Conference Customer In and Resource Flow/Conference Resource notations. As a best practice tip, the same media should be used for both.
• Waiting music is an optional feature, but it does enable faster connection times and reduces potential latency.

Attribute Name: Enter a name for the reporting attribute. This name is case sensitive and will become the unique identifier for this attribute across the tenant. If this attribute name does not currently exist, it creates the attribute within reporting. If this custom attribute name currently exists anywhere in your tenant, the values retrieved here will be added as values for the existing attribute.

Attribute Value: Define the value for the attribute. This value can be entered in either a string format or as an expression that evaluates to a string. The value result that is stored in reporting is in string format.

Associate with Resource: Optionally, choose to have this attribute associated with a specified resource.

• No: The attribute is only associated with the interaction itself. This is the default selection.
• Resource Entity: Select the resource object that should be associated to this attribute along with the interaction. The list includes any resource objects previously defined in your flow.
• Resource ID: Define the UUID for the resource that should be associated to this attribute along with the interaction.

Media: Select your media prompt that asks customers to rate their satisfaction levels with the agent or interaction.

Max Score: Enter the maximum rating allowed for a valid entry. For example, if asking customers to rate their experience from 1 to 5, enter 5.

Invalid Input Media: Select the media prompt to play if the caller makes an invalid section.

Attempt Limit: Click to enable a limit to the number of times a customer can attempt to enter a CSAT score.

• Maximum Attempts: Enter the maximum number of times the customer can attempt to enter a CSAT score.

Allow Zero Score: Click to allow the customer to enter zero (0) as a CSAT score.

CSAT Score: This field contains a binding variable so that the customer satisfaction (CSAT) data can be attached to another object.

Participant: Select the participant that is being forwarded.

To: Select the type of destination to forward the participant to. Your selection will expand to a subsequent field to enter it's value.

• Resource: Enter the resource to forward the interaction to.
• PSTN: Enter the telephone number that the participant is being forwarded to, in E.164 format, or an expression that evaluates to an E.164 format number.
• WebRTC: Enter the WebRTC details to forward the interaction to.
• SIP: Enter the SIP endpoint to forward the interaction to, as well as any custom headers to include in the call details.
• Expression: Enter an expression that defines the destination to forward the interaction to.

From: The source that is forwarding the interaction. The default value is interaction/contact-point.

Dial Timeout (in seconds): Enter the number of seconds to dial the forwarding destination before timing out. The default value is 18.

Terminate Flow on Completion: If enabled, ends this portion of the flow once the forwarding action is complete. This is enabled by default.

• Version *: Select the specific version of the flow to use, or leave it as *Use Active Version* to always use the assigned active version.

Direction: Select the direction for this enqueuement.

• Interaction Direction: Uses the direction for the specific interaction (interaction/direction). This is the default selection.
• Any: Allows any type of direction.
• Inbound: Inbound interactions.
• Outbound: Outbound interactions.
• Agent Initiated: Agent initiated interactions, including ones generated with Click to Dial.

Fallback Queue: Select the queue that the interaction will be routed to if the requested agent does not become available to accept the work offer within the time period defined in the Agent Timeout parameter.

Media Flow: Select the reusable flow that will be triggered when the caller is waiting in queue for a resource, and the version that should be used.

User ID: The unique identifier (UUID) for the requested agent, or a variable for a user ID from an API request.

• If you are providing a UUID for a user's ID, surround it in quotation marks. Refer to Writing Conditional Expressions for full requirements.

Agent Timeout (in seconds): Enter the length of time for the flow to wait for the initially requested agent to be available before moving on to the fallback queue for another resource.

Dequeue After Timeout: If enabled, interactions wait in queue for a configurable amount of time and then move into a separate branch of the flow instead of continuing to wait in queue. To use this feature, drag and drop an Intermediate Catch notation onto Queue Resource to catch the dequeue-timeout signal. Include a path to follow if the signal is received.

Click here to see an example flow design using Dequeue After Timeout.

The Queue with Media notation used here can be replaced with Queue Resource.

Resource: Enter an identifier for the resource that the interaction is looking for. This should match any binding variables used within the flow for this resource. For example, you can use "agent" or "resource".

Fallback Queue: Select the queue that the interaction will be routed to if the requested agent does not become available to accept the work offer within the time period defined in the Agent Timeout parameter.

Direction: Select the direction for this enqueuement.

• Interaction Direction: Uses the direction for the specific interaction (interaction/direction). This is the default selection.
• Any: Allows any type of direction.
• Inbound: Inbound interactions.
• Outbound: Outbound interactions.
• Agent Initiated: Agent initiated interactions, including ones generated with Click to Dial.

Media: Select the media file to play to the caller while they are waiting for a resource.

User ID: The unique identifier (UUID) for the requested agent, or a variable for a user ID from an API request.

• If you are providing a UUID for a user's ID, surround it in quotation marks. Refer to Writing Conditional Expressions for full requirements.

Agent Timeout (in seconds): Enter the length of time for the flow to wait for the initially requested agent to be available before moving on to the fallback queue for another resource.

Dequeue After Timeout: If enabled, interactions wait in queue for a configurable amount of time and then move into a separate branch of the flow instead of continuing to wait in queue. To use this feature, drag and drop an Intermediate Catch notation onto Queue Resource with Media to catch the dequeue-timeout signal. Include a path to follow if the signal is received.

Click here to see an example flow design using Dequeue After Timeout.

The Queue with Media notation used here can be replaced with Queue Resource with Media.

Resource: Enter an identifier for the resource that the interaction is looking for. This should match any binding variables used within the flow for this resource. For example, you can use "agent" or "resource".

Queue: Select the appropriate queue that the interaction will be placed into. The list is populated with the available queues that were created in Queue Management.

Direction: Select the direction for this enqueuement.

• Interaction Direction: Uses the direction for the specific interaction (interaction/direction). This is the default selection.
• Any: Allows any type of direction.
• Inbound: Inbound interactions.
• Outbound: Outbound interactions.
• Agent Initiated: Agent initiated interactions, including ones generated with Click to Dial.

Media Flow: Select the reusable flow that will be triggered when the caller is waiting in queue for a resource.

• Version: Select a specific version of the reusable flow being inserted, or leave it as *User Active Version* to always use the active version of that flow.

Dequeue After Timeout: If enabled, interactions wait in queue for a configurable amount of time and then move into a separate branch of the flow instead of continuing to wait in queue. To use this feature, drag and drop an Intermediate Catch notation onto Queue with Flow to catch the dequeue-timeout signal. Include a path to follow if the signal is received.

Click here to see an example flow design using Dequeue After Timeout.

The Queue with Media notation used here can be replaced with Queue with Flow.

Resource: Enter an identifier for the resource that the interaction is looking for. This should match any binding variables used within the flow for this resource. For example, you can use "agent" or "resource".

Queue: Select the appropriate queue that the interaction is being placed into. The list is populated with the available queues from Queue Management.

Direction: Select the direction for this enqueuement.

• Interaction Direction: Uses the direction for the specific interaction (interaction/direction). This is the default selection.
• Any: Allows any type of direction.
• Inbound: Inbound interactions.
• Outbound: Outbound interactions.
• Agent Initiated: Agent initiated interactions, including ones generated with Click to Dial.

Media: Select the media that plays to the participant who is being placed into the queue.

• This is not the same as the media that is played to callers who are placed on hold during an interaction. That media is configured in your Flow Default settings.

Callback Enabled: Click to enable the queue callback feature, where a caller may choose to receive a callback when they have reached the top of the queue instead of waiting on the phone. The remaining callback related parameters are only required if this is enabled.

These parameters are only presented if Callback Enabled is set to active. Click to expand the list.

Callback Wait Time (in seconds): Enter the number of seconds that a caller will wait in queue before being offered the callback option. The default value is 120.

Expire Callback After: Select an expiration time frame for queue callback requests. If a callback has not been initiated within this time period, the request expires and isn't sent to an agent. The options range from four hours to one week. The default value is 3 Days.

Callback Offer Media: Select or enter the media prompt that provides callers with the option to request a queue callback instead of waiting on the phone. This field is populated with default values that you may keep or edit as desired to meet your needs.

• Method: Select the type of media to use from Text to Speech, publicly accessible URL, or Media.
• Source: Enter the text string to use for TTS, the address for a URL, or select the audio media file.
  
  Default text: Our agents are busy assisting other customers. If you would like to receive a call back, please press 1 and the next available agent will return your call. Otherwise, remain on the line and your call will be answered in the order it was received.
• Language: If you are using TTS, select the language to use for the text string.
• Voice: If you are using TTS, select the voice to use for the text string.

Callback Queue:  Select the queue that the callback is being made from. This usually matches the queue that the caller was initially waiting in when they were offered the callback, but can be different.

Confirm Number Media:  Select or enter the media prompt that confirms the telephone number that the callback will be placed to. This field is populated with default values. The default text contains a variable to retrieve the phone number that you may keep or edit as desired to meet your needs.

• Method: Select the type of media to use from Text to Speech, publicly accessible URL, or Media.
• Source: Enter the text string to use for TTS, the address for a URL, or select the audio media file.
  
  Default text: Your callback number is %callbackNumber%. Press 1 to confirm or 2 to enter a different callback number. With this text, %callbackNumber% initially retrieves the phone number that the caller is calling from. If the caller selects option 2 to enter a different number, that number is then used instead.
• Language: If you are using TTS, select the language to use for the text string.
• Voice: If you are using TTS, select the voice to use for the text string.

Change Number Media: Select or enter the media prompt that asks the callers who selected option 2 to change their callback number to now enter in the phone number that they wish to be called back on. This field is populated with default values that you may keep or edit as desired to meet your needs. The telephone number entered here must be in E.164 format. This media must make regional requirements clear to callers. For example, the message should indicate if the number needs to begin with the applicable country code.

• Method: Select the type of media to use from Text to Speech, publicly accessible URL, or Media.
• Source: Enter the text string to use for TTS, the address for a URL, or select the audio media file.
  
  Default text: Please enter your desired callback number followed by the pound sign. Include your country code where applicable. Customers in North America should enter a one before their number.
• Language: If you are using TTS, select the language to use for the text string.
• Voice: If you are using TTS, select the voice to use for the text string.

Callback Exit Media: Select or enter the media prompt that confirms that the callback has been requested and advises callers that they may disconnect. This field is populated with default values that you may keep or edit as desired to meet your needs.

• Method: Select the type of media to use from Text to Speech, publicly accessible URL, or Media.
• Source: Enter the text string to use for TTS, the address for a URL, or select the audio media file.
  
  Default text: Thank you for requesting a callback. You may now hang up and wait for our call. Goodbye.
• Language: If you are using TTS, select the language to use for the text string.
• Voice: If you are using TTS, select the voice to use for the text string.

Callback Invalid Number Media: Select or enter the media prompt that will advise callers if the callback number entered is invalid. This field is populated with default values that you may keep or edit as desired to meet your needs.

• Method: Select the type of media to use from Text to Speech, publicly accessible URL, or Media.
• Source: Enter the text string to use for TTS, the address for a URL, or select the audio media file.
  
  Default text: The number you have entered is not a valid phone number.
• Language: If you are using TTS, select the language to use for the text string.
• Voice: If you are using TTS, select the language to use for the text string.

Agent Callback Message: Select or enter the media prompt that the agent receiving the callback work offer hears. This message is played after the work offer is accepted and the toolbar initiates the outbound call. This field is populated with default values that you may keep or edit as desired to meet your needs.

• Method: Select the type of media to use from Text to Speech, publicly accessible URL, or Media.
• Source: Enter the text string to use for TTS, the address for a URL, or select the audio media file.
  
  Default text: This is a customer requested queue callback. Please wait while the customer end is connected.
• Language: If using TTS, select the language to use for the text string.
• Voice: If using TTS, select the voice to use for the text string.

AgentCallbackMedia: Select or enter the media that will play to agents while waiting for the outbound callback to be answered by the customer.

Dequeue After Timeout: If enabled, interactions wait in queue for a configurable amount of time and then move into a separate branch of the flow instead of continuing to wait in queue. To use this feature, drag and drop an Intermediate Catch notation onto Queue with Media to catch the dequeue-timeout signal. Include a path to follow if the signal is received.

Click here to see an example flow design using Dequeue After Timeout.

Outbound Caller ANI: Enter an Outbound Caller ANI to use when calling a customer back. By default, the contact point (interaction/contact-point) is used as the outbound caller ANI. Enter custom Outbound Caller ANIs in E.164 format as an expression (for example, "+15065551234”).

Resource: Enter an identifier for the resource that the interaction is looking for. This should match any binding variables used within the flow for this resource. For example, you can use "agent" or "resource".

The Script element is configured by designing the desired agent script. It includes a script editor instead of standard parameters to complete as with other flow elements.

For detailed instructions on configuring the script components, refer to Configuring Script Component Parameters.

Participant: Select the party that enters the digit, such as Customer.

Media:  Select the type of media being played. The list includes the media prompts available in your tenant's Media Management.

• Media: Select the audio file to use as a media prompt.
• Text to speech: Select the TTS string to read to the participant.
• URL: Enter the address of the accessible media file.

Number of digits to collect: The number of digits that the caller must enter. this can be, for example, a four digit access code or a one digit IVR prompt selection. The default is one. If necessary, change the number to the amount of individual digits that the participant must enter.

For example, in the case of an IVR selection, the number of digits to collect is one. In the case of a seven digit customer number, the number of digits to collect is seven.

The caller has a predetermined amount of time to enter the digits before the flow moves forward with a null selection. The flow should be designed in such a way that can handle an invalid or missing entry, such as repeating the selection.

Timeout: Enter the length of time to wait for the participant to enter their selection before considering it as null or invalid. The default value is 10 Seconds.

End on: Select an entry that identifies that the participant has finished entering their selection. You can select from special characters such as the pound (#) or asterisk (*) symbols, or select none. The default selection is #.

Digits: This field contains a binding tag so that the digits collected can be attached to another object in the flow. For example, with an IVR selection, the digit entered needs to be bound to a decision branch so that the selection follows the appropriate path. This is a free entry text box. The data entered depends on what you are using the digits for and what decision points are impacted. Ensure that it matches any related conditional statements.

Message: Enter the text of the message that you want to send. This field also supports {{variables}} that are replaced in realtime with the applicable values.

From: Enter the display name of the sender, in string format. This is what the recipient sees. This field also supports {{variables}} that are replaced in realtime with applicable values.

Timeout (in seconds): The number of seconds to wait for a response. If a response isn't received by this time, the message will be sent again until the retry limit is reached. If the retry limit has been reached, the interaction moves on to the next step in the flow design.

Retry: The number of times to send the message if a response hasn't been received by the timeout period. If a response isn't received after this limit has been reached, the interaction moves on to the next step in the flow design.

Response: This field contains a binding tag for the customer's response message. Enter a variable name that can be used elsewhere in your flow to .

Participant *: The party to whom the media is played.

Media: Select the type of media being played. The list includes the media prompts available in your tenant's Media Management.

• Media: Select the audio file to use as a media prompt.
• Text to speech: Select the TTS string to read to the participant.
• URL: Enter the address of the accessible media file.

Loop: When this is enabled, the media plays in a repetitive loop.

Participant: Select the participant that is being recorded. The default selection is Customer.

Play Beep: If enabled, plays an audible beep to the participant at the start of the recording. This is enabled by default.

Minimum Length (seconds): The minimum number of seconds that a recording must be to be considered as successful. Recordings that are shorter than this value are automatically discarded. The default value is 0 seconds.

• Consider the purpose of this recording when configuring these values. For example, if the recording is for a message with details you may want to assume that files of only a second or two are an error that should be discarded. Alternatively, you may be recording something short like a caller's name that may only require a few seconds.

Maximum Length (in seconds): The maximum number of seconds for a recording. The recording will automatically end after this time has elapsed. The default value is 180 seconds (three minutes).

• Consider the purpose of this recording when configuring these values. For example, if the recording is for a message with details you may want to extend the maximum recording length. Alternatively, you may be recording something short like a caller's name that may only require a few seconds.

End of Recording Timeout (in seconds): The number of seconds of silence before considering the recording to be over. The recording will end after this time has elapsed. The default value is 5 seconds.

Finish On Key: Enter the key(s) that immediately stop the recording when entered. Permitted values are any combination of digits (0 through 9), pound (#), and asterisk (*). For example, to allow any key to end the recording, the value would be 1234567890*#, which is the default value.

Audio Format: Select the format for the temporary audio recording. The available options are mp3 (default) or wav formats.

Recording: This field contains a binding tag for the recording response array. Enter a variable name that can be used elsewhere in your flow to reference the temporary recording, if necessary.

Message: Enter the text of the message that you want to send. This field also supports {{variables}} that are replaced in realtime with the applicable values.

From: Enter the display name of the sender. This is what the recipient sees. This field also supports {{variables}} that are replaced in realtime with applicable values.

From Expression: Expression input for the sender of the message being sent by this flow. Default value is " ChatBot"

Message Type: Select the type of rich message being sent.

• Expression: Enter the expression attribute that should be sent in the Message Object Expression conditional parameter.
• Text: Standard plain text message
• Image: Displays an image.
• Form (Web Chat Only)
  • Use this to have customers enter form with one or more input fields. You can use the Response output binding in this notation to define flow behavior. Customer input will be displayed to the agent receiving the interaction.
  • If selecting a form, a conditional parameter appears asking if the form fields are an expression (entered in a Fields Object Expression), or a Dynamic List (triggers a list creation where you define the field names, labels, and placeholder expressions).
  • Forms also provide the option to Block Chat Input. If enabled, this prevents the customer from sending any further messages until the form is submitted.
  Click to see an example multiple field form view for both agent and customer.

  

• File: Sends any file type.
  • Enter an expression for the file's URL
• Location: A request for the web chat, Messenger, or WhatsApp customer to share their location.
  • Your web chat URL must start with https:// in order to be able to share location.
  • Users will see the message rendered as text with a Google Maps link of the location. Location messages include longitude and latitude coordinates in the API.
  • Enter expressions for the Latitude, Longitude, Location Name, and Location Address

Message Expression: This is a conditional field that adapts to the Message Type selected.

Wait For Response: If enabled, tells the flow to wait for a response to the sent message and to send that response object back.

Success: Enter a binding variable name to assign to a successful action, that can be used elsewhere in your flow to define behavior.

Response: This field contains a binding tag for the output object. Enter a variable name that can be used elsewhere in your flow to use payload data.

Queue: Select the queue that you want checked for resource availability.

Include Allocatable *: When enabled, includes all resources that can be allocated for work in this queue.

Include Busy *: When enabled, includes resources who are currently busy and fully allocated. These resources do not currently have capacity for additional work in this channel.

Include Not Ready *: When enabled, includes resources who are online but currently set to Not Ready.

Available resources: Enter a binding variable name for the number of available resources retrieved from this request. This should match any binding variable used within the flow that is looking for this information. For example, you may call this "free", and have a gateway condition to route an inbound call a certain way if there are 0 available agents. Your gateway condition statement would have to reference the same "free" term in order to connect the variables.

Resource: Enter an identifier for the resource that is accepting the call and being added to the conversation. This should match any binding variables used within the flow for this resource. For example, you can use "agent" or "resource".

Muted: If enabled, the resource is muted when they are added to the conversation.

Beep: Click to enable a beep on entry and/or exit. When enabled, an audio tone indicates when the resource is added to a call, or removed from a conference. This is a multi-select option, allowing you to select any, both, or neither of the options.

• On Enter: Provides a notification when the agent is added to a conference, such as being connected to a caller in queue.
  Note: If using this feature, it should be enabled on both the Conference Customer In and Conference Resource notations within your flow. Enabling both ensures that the notification is provided regardless of which participant enters the conversation first.
• On Exit: Provides a notification when the agent leaves a conference with more than two participants, and all applicable participants have this feature enabled.

Waiting Music: Select an audio from the drop down menu. The menu is populated with the individual audio media files currently available on your tenant. TTS and media lists are excluded. This media is played once to the agent while they are being conferenced with a caller, until they are connected and able to speak. If the connection is instant, the media is not heard.

Tips for Waiting Music: 

• For best results, we recommend using a URL to a .mp3 file with a duration that is no longer than the maximum expected connection time.
• Waiting music is played for both the Conference Resource and Conference Customer In notations. As a best practice tip, the same media should be used for both.
• Waiting music is an optional feature, but it does enable faster connection times and reduces potential latency.

Participant: Select the participant who is being removed from an interaction. The list is populated with any binding variables used for a resource within the flow.

Set Presence: Select the state that the participant defaults to upon being removed from the contact, between Ready and Not Ready.

Reason: Select first the presence reason list, and then the individual presence reason code to identify the reason for the presence that the resource is being put into.

Timeout (seconds): Enter the length of time that the agents phone will ring when they receive the work offer before the work is considered as rejected.

• Twilio supports a timeout value between 5 and 600 seconds with the exception of WebRTC which has a maximum work offer time of 60 seconds. If you're using Twilio WebRTC, work offers will timeout after 60 seconds and go back into queue.

Disposition Codes: Select the Disposition Code list to use for interactions on this flow. The list includes the lists available through Disposition List menu.

Force Disposition Select: Click to enable. When this is enabled, agents are required to select a disposition code before they can end their Wrap Up. This function requires Auto Wrap Up to be enabled. If an agent doesn't select a disposition code before the maximum wrap up time elapses, they will stay in Wrap Up until they select a disposition code.

Auto Answer: Click to enable to have WebRTC voice work offers automatically accepted by the agent. If disabled, the agent must accept the work offer prior to handling the call.

Auto Wrap Up: Click to enable to have agents automatically placed in Wrap Up mode after ending an interaction.

Allow Wrap Up Update: Click to allow agents to manually turn automatic wrap up on or off from the Agent Toolbar. For example, Auto Wrap Up may be enabled however unnecessary for a particular interaction. The agent can turn the wrap up feature off during the interaction and immediately become Ready when it is completed.

Target Wrap Up Time (seconds): Enter goal time frame, in seconds, for agents to complete their post interaction work. This is the maximum time in which an agent can be in Wrap Up and still be within target time frames.

Maximum Wrap Up Time (seconds): Enter the maximum time frame, in seconds, for agents to complete their post interaction work in Wrap Up mode. Agents are automatically placed into a Ready state after this time frame.

Auto Screen Pop: Automatically triggers your internal screen pop. You can disable to remove auto screen pops or to customize a different screen pop configuration with the Screen Pop notation on a parallel path.

Beep: Click to enable a beep on entry and/or exit. When enabled, an audio tone indicates when the resource is added to a call, or removed from a conference. This is a multi-select option, allowing you to select any, both, or neither of the options.

• On Enter: Provides a notification when the agent is added to a conference, such as being connected to a caller in queue.
  Note: If using this feature, it should be enabled on both the Conference Customer In and Resource Flow notations within your flow. Enabling both ensures that the notification is provided regardless of which participant enters the conversation first.
• On Exit: Provides a notification when the agent leaves a conference with more than two participants, and all applicable participants have this feature enabled.

Waiting Media: Select an audio from the drop down menu. The menu is populated with the individual audio media files currently available on your tenant. TTS and media lists are excluded. This media is played once to the agent while they are being conferenced with a caller, until they are connected and able to speak. If the connection is instant, the media is not heard.

Tips for Waiting Music: 

• For best results, we recommend using a URL to a .mp3 file with a duration that is no longer than the maximum expected connection time.
• Waiting music is played for both the Resource Flow and Conference Customer In notations. As a best practice tip, the same media should be used for both.
• Waiting music is an optional feature, but it does enable faster connection times and reduces potential latency.

Outbound Caller ANI: Define teh telephone number that outbound calls from the platform are being made from. For example, the platform dials a PSTN agent to send them a customer call. The Outbound Caller ANI is what is displayed to that PSTN agent.

• Contact Point: Uses the contact point value mapped to the interaction flow. This is the default selection.
• Customer ANI: Uses the customer's telephone number.
• Custom: Enter a custom ANI in E.164 format or an expression that translates to an E.164 telephone number associated to your tenant.

Ready Resource On Work Rejected: Click to enable to have agents automatically placed in a Ready state after rejecting (not accepting) a work offer. If disabled, agents are placed in a Not Ready state after rejecting a work offer.

Pop type *: Select the type of screen pop that you want to trigger.

• Pop Internal (Salesforce): Opens a Salesforce record
• Pop External: Opens a non-Salesforce URI, such as http://google.com
• Search and Pop (Salesforce): Executes a query for a specific record and opens it in Salesforce

Pop URI: Enter the URI to identify the screen that you want to pop up.

URI Params: Add parameters by clicking the "+" symbol and entering the requested details.

• Param name...: Enter a name for the URI parameter being entered.
• Param value...: Enter the value for URI parameter being entered.

Search Term: Enter the term that you want a Search and Pop screen pop to search for.

Search Fields: Add search fields by clicking the "+" symbol and entering the requested details.

• Field name...: Enter a name search field being entered.
• Field value...: Enter the value for search field being entered.

Resource *: Enter the variable name for the resource receiving the pop up.

Resource *: Enter the variable name for the resource receiving the pop up. This should match the resource name used in your Work Offer Flow.

Pop Type *: Select the type of screen pop that you want to trigger. Subsequent configurable parameters are conditional based on the selection made here. Click to expand each type for it's details.

Pop Internal

Opens an internal record from your CRM, including Skylight Desktop.

• Pop URI: Enter the URI to identify the screen that you want to pop up.

Pop External

Opens an external site, outside of your CRM.

• Pop URI: Enter the URI to identify the screen that you want to pop up, such as http://google.com.
• New Window: Click to enable and have the new screen open in a new browser window.

Search and Pop

Executes a query for a specific record within your CRM, including Skylight Desktop, and opens it.

Select from a strict (and/or) or fuzzy (any) search.

Strict searches are for a specific item in a defined area within your CRM. For example, you may search for the value of interaction/customer under a column in your CRM's tables called "name".

• Search type: Select a strict search type to identify whether this search is for all of the provided search filters or only one of them.
  • And: Presents a search result that combines all of the filters entered.
  • Or: Presents a search result that includes any one of the filters entered.
• Search Filter: Click the + icon to add the number of filters this search considers.
  • Key: The name of the field being searched. For example, name.
  • Value: The item or value that you're searching for. For example, {{interaction/customer}}.

Fuzzy searches are for any of the provided items, in any section of your CRM. For example, you may search for any record that contains the email address of an incoming email interaction.

• Search Terms: Click the + icon to add the number of search terms this search includes. For each one, enter the expression or string value to search for.

Collect Preset Hours Media: Select your media prompt that asks the agent to select an option of 1 to 4 to log on for a preset time period, press 9 to manually enter the number of hours, or press 0 to go offline.

• The media file needs to reflect the Preset Hours configured for options 1 through 4. For example, if Option 1 - Preset Hours is set to 8 hours, Option 2 set to 24 hours, Option 3 set to 48 hours, and Option 4 set to 72 hours then this media should say something like:
  "To go online for 8 hours, press 1. To go online for 24 hours, press 2. To go online for 48 hours, press 3. To go online for 72 hours, press 4. To enter a custom number of hours that you want to online for, press 9. To go offline, press 0."

Custom Hours Media: Select your media prompt that asks the agent to manually enter the number of hours that they are logging on for, between 1 and 9, or to press 0 to go offline. This media file is played after an agent selects 9 for the "Preset Hours Media" prompt to enter a number of hours instead of using a preset login time frame.

Option 1 - Preset Hours: Enter the number of hours that an agent goes online for if selecting option 1.

Option 2 - Preset Hours: Enter the number of hours that an agent goes online for if selecting option 2.

Option 3 - Preset Hours: Enter the number of hours that an agent goes online for if selecting option 3.

Option 4 - Preset Hours: Enter the number of hours that an agent goes online for if selecting option 4.

Offline Media: Select a media prompt to advise the agent that they are offline. This is played after the agent enters 0 to log out before their configured time period ends.

Welcome Media: Select a media prompt to welcome the resource calling in to the Timed Presence flow.

Online Media: Select a media prompt to advise the resource that they are online and available to receive calls. This is played after the agent successfully enters the amount of hours that they are logging on for.

Resource Lookup Error Media: Select a media prompt to play to a user calling from a telephone number other than the PSTN number configured on their user profile.

Collect Digit Media: Select your media prompt that asks the agent to manually enter the number of hours that they are logging on for, between 1 and 9, or to press 0 to go offline. This media file is played after an agent selects 9 for the "Preset Hours Media" prompt to enter a number of hours instead of using a preset login time frame.

Invalid Input Media: Select a media prompt to play if an invalid selection is made.

By default, the toggle is green and enabled to By Entity.

By Entity: Selects from a list of enabled Interaction Attributes on the tenant. The list includes both the identifier and the display label (if configured).

• Interaction Attribute*:Click the field box to display and select from a list of enabled Interaction Attributes on the tenant. The list includes both the identifier and the display label (if configured).
• Value*: Enter in string format or as an expression type of param that will be evaluated as a string at runtime. The value result is stored in reporting in string format.

To update By Identifier click the By Entity toggle. The toggle turns grey when disabled.

By Identifier:

• Interaction Attribute*: Enter the name of the Custom Interaction Attribute in quotes or enter an expression that will evaluate to the name of the Custom Interaction Attribute at runtime. The name is not case sensitive. For example, if the tenant has a Custom Interaction Attribute named "LANGUAGE", the value can be: "LANGUAGE", "language", "Language".
• Value*: Enter in string format or as an expression that evaluates to a string. The value result that is stored in reporting is in string format.

Verb: Select the type of API request being made. The request can be to GET, POST, PUT, or DELETE.

URI Template: Enter the base URI for the request. for example, /business-hours/{{business-hours-id}}.

URI Params: Add parameters by clicking the "+" symbol and entering the requested details.

• Param name...: Enter a name for the URI parameter being entered.
• Param value...: Enter the value for URI parameter being entered.

Response: This field contains a binding tag so that the response can be attached to another flow object. This is a free entry text box. The data entered depends on what you are using the API call for and what flow elements that it relates to. Ensure that it matches any related conditional statements.

Integration: Select the rest integration that you want to use for this API request.

Verb: Select the type of API request being made. The request can be to GET, POST, PUT, or DELETE.

URI Template: Enter the URI template following the base URIbase URI for the request. For example, /business-hours/{{business-hours-id}}.

Body Template: Enter the template values to use for the request body.

Headers Template: Enter template values to use for the request headers.

Template Params: Add parameters by clicking the "+" symbol and entering the requested details.

Response: This field contains a binding tag so that the response can be attached to another flow object. This is a free entry text box. The data entered depends on what you are using the API call for and what flow elements that it relates to. Ensure that it matches any related conditional statements.

Type: Select the type of statistic that you want to retrieve.

• Tenant: A statistic from your tenant.
• Queue: A queue statistic (such as queue-length) from a queue that you specifiy in the Queue fields that appears.
• Resource: A resource statistic (such as, resource-hold-time) from a resource that you specify in the User ID field that appears.
• Interaction: An interaction statistic (such as, interaction-time) from an interaction that you specify in the Interaction ID field that appears. The Interaction ID default value is interaction/interaction-id which will evaluate to the Interaction ID for each applicable interaction.

Stats: Enter the statistic that you are pulling. A list of realtime statistics for your tenant can be retrieved with a GET request.

Response: This field contains a binding tag so that the response can be attached to another flow object. This is a free entry text box. The data entered depends on what you are using the statistic for and what flow elements it relates to. Ensure that it matches any related conditional statements.

Salesforce Object *: Select the type of object that is being created in Salesforce. This flow element can be used to create cases, contacts, accounts, opportunities, leads, or users.

Record: Add more records by clicking the "+" symbol and entering the required parameters.

• Parameter name...: Enter the name of the record that is being created. For example, origin or priority.
• Parameter value...: Enter the value for the record that is being created. For example, an origin could be web or a priority could be high.

CxEngage includes a default record to indicate a description of Created by CxEngage. This record can be edited or removed as needed.

Id *: Enter the Salesforce ID for the object that is being deleted.

Salesforce Object *: Select the type of object that is being queried. Available objects are cases, contacts, accounts, opportunities, or leads.

Query Conditions: Add conditions by clicking the "+" symbol and entering the required parameters.

• Field name...: Enter the name of the field.
• Field condition: Enter the condition statement to include in this query.

Fields: Enter the fields that you want to retrieve, such as an ID or name.

Sort: Enter the expression to use to sort the query results. For example, enter name to sort by name or -name to sort by name in reverse order.

Limit: Enter the maximum number of rows to retrieve per request. For example, entering a limit of 5 means that your response will include a maximum of 5 items, regardless of the number of items that match your query.

Skip: Enter the number of query result rows to skip before providing the results in a response. For example, if you enter a limit of 5 and a skip value of 10, your response includes items numbered 10 through 15.

Response: This field contains a binding tag so that the response array can be attached to another flow object. This is a free text entry box. The data entered depends on what you are using the data for and what flow elements it relates to. Ensure that it matches any related conditional statements.

Salesforce Object *: Select the type of object that is being retrieved from the Salesforce records. You can get cases, contacts, accounts, opportunities, or leads.

Id *: Enter the Salesforce ID for the object that is being retrieved.

Response: Add more parameters by clicking the "+" symbol. These response parameters are optional.

• Incoming param...: Enter the binding name of the response parameter being retrieved in the first field. Enter the display name to use for the parameter into the second field.

CxEngage includes two default response parameters that can be used, edited, or removed as needed.

• id: The field name for the Salesforce identification number of the object being retrieved.
  objectId: The Salesforce ID of the object being retrieved.
• last-modified-date: The name for the date that the object was last modified.
  updated: The date that the object was last modified.

Id: Enter the Salesforce ID for the object that is being retrieved.

Record: Add more records by clicking the "+" symbol and entering the required parameters.

• Param name...: Enter the name of the record that is being updated. For example, updating a customer's telephone number.
• Param value...: Enter the value or expression that equates to the value for the record that is being updated.

CxEngage includes a default record to indicate a description of Updated by CxEngage. This record can be edited or removed as needed.

Salesforce Integration: Enter the name of your Salesforce integration that the file is being uploaded to.

URL: The URL to the file that is being uploaded.

Content Type: The type of file being uploaded, entered as a string expression. For example, "audio/mp3" or "audio/x-wav".

Filename (displayed in Salesforce): Enter the display name to be used as the file name in Salesforce.

Description: Optionally, enter a description of the file being uploaded to be displayed in Salesforce.

Parent Object ID: The ID of the Salesforce object that the attachment is being uploaded to. For example, the lead or case ID.

Response: This field contains a binding tag for the response from Salesforce. Enter a variable name for the response that can be referenced elsewhere in your flow if needed, such as sf-upload.

Artifact Subtype: Enter the sub-type to use for this type of audio-recording artifact, as a string expression. The sub-type is used to separate and categorize different types of recordings. The recordings viewed in the configuration console are separated by these sub-types. The default value is "Custom".

Create From: Select the type of audio being saved as an artifact. Each option has it's own set of additional parameters.

• Recording: The entire recording object that was created with your Record Audio notation.
  • Recording Object: Enter the binding variable used for the recording that is being saved. This is the value used in the Recording parameter of the Record Audio notation.
• Audio File: An audio file fetched from an accessible URL.
  • Duration (seconds): Enter the duration, in seconds, of the audio file being saved.
  • URL: Enter the URL for the audio file that is being fetched and stored as an artifact.
  • Content Type: Select between MP3 (audio/mpeg) and WAV (x-wav). The default value is MP3 (audio/mpeg).
  • Created: The UTC timestamp when the audio file was originally created. The default value is (now).

Filename (include file extension): The filename to save the audio recording artifact as. The supported extension types are .mp3 (mpeg) and .wav (x-wav).

Reporting Label: Enter the label to display in the configuration console for this artifact. This label helps to identify the file's purpose, and can be particularly helpful if there are multiple artifacts of the same sub-type being created with this interaction. For example, you may have a series of questions requesting separate audio responses for the caller's name, their address, and their email address. You can use the Reporting Label to identify them in Historical Reporting.

Artifact: This field contains a binding tag for the entire audio artifact object.

Target Media: Select to either create a new media, or edit an existing media object.

• New Media Name: If creating a new media object, enter it's name.
• Media To Update: If editing an existing media object, select the media being replaced. This list includes the media prompts that currently exist in your tenant's Media Management list.

Media Description: Enter a brief description for this media file. If you're updating an existing media, this will update the existing description.

Create from: Select the source for the audio that is being saved as a media object.

• Recording: If using a temporary recording previously generated with the Record Audio notation, enter that recording's binding variable name in the Recording Object field to access it.
• Audio File: If using an audio file, enter it's location in the URL field to access it.
• TTS: If using a Text-to Speech (TTS) to create a new media object here, enter the string text in the TTS string field and define the Language and Voice parameters to use.

Media: Enter a binding variable for the entire media object.

Response Code: This field is for an https status response code, as you would receive if you were calling the media API directly.

Integration: Select the applicable Zendesk integration from the drop down menu. This is a required field.

Subject: Enter the subject of the ticket that is being created surrounded by quotation marks, or a string response name from another flow object to use as the subject.

Comment: Enter a mandatory comment surrounded by quotation marks (") that is attached to the ticket being created to describe the problem, incident, question, or task. This parameter is required in order for the ticket to be created.

Requester Name: Enter the name or variable to use to identify who requested the new ticket. This is a required field that must be at least one character.

Requester Email: Enter the email address or variable to use to populate the email address of the requester for the new ticket.

Ticket Type: Enter the type of request being generated or a variable to retrieve the type. The available types are: 

• problem
• incident
• question
• task

Ticket Priority: Enter the priority level to use for this ticket or a variable that retrieves the priority value from the flow. The permitted priorities are:

• urgent
• high
• normal
• low

Group ID: Enter the numeric ID of the group that this ticket will be assigned to or a variable to retrieve the ID from the flow.

Created Ticket: This field contains an optional binding tag so that the new ticket can be attached to another flow object. This is a free form text entry box. The data entered depends on what you are using the data for and what flow element(s) it relates to. Ensure that it matches any related variables or conditional statements being used.

Integration: Select the applicable Zendesk integration from the drop down menu. This is a required field.

User Name: Enter the string data being used to create the mandatory contact user name for the new customer record. For example, this may be the binding variable used in the Response parameter of another flow object that retrieves data. This is a required field that must contain at least one character. Default value is "UNKNOWN".

User Phone: Optionally, enter the string data being used to populate the new record's phone number. For example, this may be the binding variable used in the Response parameter of another flow object that retrieves data. As a best practice, you should use the phone and/or email field when creating a user.

User Email: Optionally, enter the string data being used to populate the email address for the new account record. For example, this may be the binding variable used in the Response parameter of another flow object. A user's email address cannot be the same as an existing Zendesk user. As a best practice, you should use the email and/or phone field when creating a user.

Created User: This field contains an optional binding tag so that the new user record can be attached to another flow object. This is a free form text entry box. The data entered depends on what you are using the data for and what flow elements it relates to. Ensure that it matches any related conditional statements being used.

Integration: Select the applicable Zendesk integration from the drop down menu. This is a required field.

Ticket ID: Enter the numerical ID for the ticket being retrieved, or a variable used within the flow that identifies the ticket that you want. This is a required field.

Response: This field contains an optional binding tag so that the retrieved ticket can be attached to another flow object. This is a free form text entry box. The data entered depends on what you are using the data for and what flow element(s) it relates to. Ensure that it matches any related variables or conditional statements being used.

Integration: Select the applicable Zendesk integration from the drop down menu. This is a required field.

User ID: Enter the numerical ID for the user being retrieved, or a variable used within the flow that identifies the user that you want. This is a required field.

Response: This field contains an optional binding tag so that the retrieved user can be attached to another flow object. This is a free form text entry box. The data entered depends on what you are using the data for and what flow element(s) it relates to. Ensure that it matches any related variables or conditional statements being used.

Integration: Select the applicable Zendesk integration from the drop down menu. This is a required field.

Search Query: Enter the mandatory string query that you want to use to search for the user(s). For example, you could search for a specific user with an email address of "john@email.com" or "role:end-user email:". This is a required field.

• Zendesk does not support a search for a User ID. Your search query must be for an identifying property and not the specific user ID.

Users: This field contains an optional binding tag so that the retrieved user(s) can be attached to another flow object. This is a free form text entry box. The data entered depends on what you are using the data for and what flow element(s) it relates to. Ensure that it matches any related variables or conditional statements being used.

Integration: Select the applicable Zendesk integration from the drop down menu. This is a required field.

Ticket ID: Enter the numerical ID for the ticket being updated, or a variable used within the flow that identifies the ticket that you want. This is a required field.

Comment: Enter the comment to describe the problem, incident, question or task that is being updated.

Comment Author ID: If you are updating the comment on this ticket, you can enter the user ID for the person updating the comment, or a variable used within the flow that identifies the author ID.

Subject: Enter the subject for the ticket that is being updated, or the response name from another flow object to use as the subject.

Requester ID: Enter the numerical ID of the user requesting the update to the ticket, or a variable used within the flow that identifies the Requester ID.

• If you are updating the ticket requester using their Requester ID, you do not need to include their name or email address.

Requester Name: Enter the name of the user requesting the update to the ticket, or a variable used within the flow that identifies their name. This will create a new user and then change the ticket requester to that new user.

• If you are updating the ticket requester using their name, you also need to include the new requester's email address.

Requester Email: Enter the email address of the user requesting the update to the ticket, or variable used within the flow that identifies their email address.

• If you are updating the ticket requester using their email address, you also need to include the new requester's name.

Assignee ID: Enter the numeric ID of the agent to assign the ticket to, or a variable used within the flow that identifies their ID.

• You can update a ticket assignee using their Assignee ID or their email. You do not need to populate both fields.

Assignee Email: Enter the email address of the existing agent to assign the ticket to, or a variable used within the flow that identifies their email address.

• You can update a ticket assignee using their Assignee Email or their ID. You do not need to populate both fields.

Group ID: Enter the numeric ID of the group that this ticket should be assigned to or a variable to retrieve the ID from the flow.

Ticket Type: Enter type of request to assign to the updated ticket or a variable to retrieve the type. The available types are: 

• problem
• incident
• question
• task

Ticket Priority: Enter the priority level to assign to the updated ticket or a variable that retrieves the priority value from the flow. The permitted priorities are:

• urgent
• high
• normal
• low

Ticket Status: Enter the status to assign to the updated ticket. The permitted statuses are: 

• open
• pending
• hold
• solved
• closed

Updated Ticket: This field contains an optional binding tag so that the updated ticket can be attached to another flow object. This is a free form text entry box. The data entered depends on what you are using the data for and what flow element(s) it relates to. Ensure that it matches any related variables or conditional statements being used.

Integration: Select the applicable Zendesk integration from the drop down menu. . This is a required field.

User ID: Enter the numerical ID for the user record that is being updated, or a variable used within the flow that identifies the user that you want. This is a required field.

User Name: Enter the string data for a user name to apply to the updated Zendesk user record, or a variable used within the flow that retrieves the user name.

User Email: Enter the string data for an email address to apply to the updated Zendesk user record, or a variable used within the flow that retrieves the email address. The email address cannot be a duplicate of another user's email address.

User Phone: Enter the string data telephone number to apply to the updated Zendesk user record, or a variable used within the flow that retrieves the phone number.

User Response: This field contains an optional binding tag so that the updated user can be attached to another flow object. This is a free form text entry box. The data entered depends on what you are using the data for and what flow element(s) it relates to. Ensure that it matches any related variables or conditional statements being used.

Condition: Optionally, enter a condition statement for this sup-process to define how this sub-process should behave in identified conditions.

Inputs: Optionally, you can pass inputs that are defined elsewhere in your flow into this sub-process. Press the + or - buttons to add or remove the number of input values.

• Binding Key: Enter the binding variable for this input.
• Binding Value: Enter the value for this input variable.

• Input Key: Enter the binding variable for this input.
• Input Value: Enter the value for this input variable.

Escalation Name: Enter the signal name that, if received, terminates this flow branch.

Condition: Optionally, enter a condition statement for this sup-process to define how this sub-process should behave in identified conditions.

Inputs: Optionally, you can pass inputs that are defined elsewhere in your flow into this sub-process. Press the + or - buttons to add or remove the number of input values.

• Input Key: Enter the binding variable for this input.
• Input Value: Enter the value for this input variable.

• Input Key: Enter the binding variable for this input.
• Input Value: Enter the value for this input variable.

Outputs: Optionally, you can provide outputs that are used elsewhere in your flow as input values. Press the + or - buttons to add or remove the number of output values.

• Output Name: Enter the binding variable name for this ouput.
• Output Value: Enter the value for this output variable.

Escalation Name: Enter the signal name that, if received, terminates this flow branch.

• Output Name: Enter the binding variable name for this output.
• Output Value: Enter the value for this output variable.

Signal Name: Enter the name of the signal being thrown.

Callback Number: Define the telephone number to call the customer back at. The default value is interaction/customer, which translates to the number that the customer is calling in from.

Callback Queue: Select the queue for the outbound call request.

Outbound Caller ANI: Select the telephone number that the outbound call shows as being made from. This number will be displayed as the caller's ID on the recipient's telephone, if applicable.

• Contact Point: Uses the contact point value mapped to the interaction flow.
• Customer ANI: The customer's telephone number.
• Custom: Enter a custom ANI in E.164 format or an expression that translates to an E.164 telephone number associated to your tenant.

Precallback Media: Select a media that plays to the agent before the customer being called back is dialed.

• Text to Speech: Type in the text that you want to be played to the agent. Select the language and voice settings using the drop down menus.
• Url: Enter the URL address of a publicly accessible piece of media to play to the agent.
• Media: Select a media file from your tenant to play to the agent.

Callback Ringing Media: Select a media file from your tenant that plays to the agent while the customer is being dialed.

Expire Callback After: Select an expiration time frame for queue callback requests. If a callback has not been initiated within this time period, the request expires and isn't sent to an agent. The options range from four hours to one week. The default value is 3 Days.

Secure SIP Endpoint: The third party platform's SIP endpoint that the call is sent to, processed for DTMF suppression, and forwarded back to the agent from.

DTMF Suppressed SIP Endpoint: The CxEngage SIP endpoint that the third party forwards the call back to after DTMF has been suppressed

Custom Headers: Optionally, enter additional custom headers to send in the call to the third party SIP endpoint.

• The Interaction ID is included by default.

Outbound ANI: Enter the source for the call to the third party SIP endpoint. The default value is interaction/contact-point.

Dial Timeout (in seconds): The number of seconds to wait for the third party to pick up the call before being considered as unanswered. The default value is 18.

Record: If enabled, records the secure collection process. This setting overrides any other flow recording settings during the secure collection process. This is enabled by default.

Prevent Agent Recording Control: If enabled, any agents involved in the conference will have their ability to pause or resume recording disabled during the secure collection process. This parameter is enabled by default. If disabled, agents will have the ability to pause or resume recording during the secure collection process if Recording Update Allowed is enabled in the flow default settings.

Conference When Finished: If enabled and the third party is disconnected for any reason, the customer will be forwarded back to the agent. This is enabled by default. If disabled and the third party is disconnected before the secure collection process is complete, the customer will not automatically be forwarded to the agent. We recommend leaving this parameter enabled unless you are handling this logic differently.

Beep On Entry: If enabled, a beep will sound when the customer and the third party are conferenced back with the agent, indicating that the agent is able to speak to the customer again. The beep will also sound after the secure collection process is complete, the third party is removed, and the customer is back with the agent. This is enabled by default.

Connected: Enter a binding variable name to assign the connection response. A successful connection will send a true response, while an unsuccessful one is false. For example, you can name the response success, and then later check for a successful connection with (= success true).

Beep on Entry: If enabled, a beep will sound when the customer is added back into conference with the agent after the third party has been disconnected. This is enabled by default.

Record: If enabled, records the interaction after the third party has been disconnected. This value overrides any other flow recording settings during the secure collection process. This is enabled by default.

Audio Recording: This flow object should not be used. Configure this feature through the flow default settings.

Auto Wrap-Up: This flow object should not be used. Configure this feature through the flow default settings.

Outbound (To) Endpoint: Select the type of endpoint being dialed. The default value for any of these selections is interaction/customer. You can edit the value as needed, or take the value from interaction/customer to help build your required endpoint.

• Resource
• PSTN
• WebRTC
• SIP
• Expression (default)

Outbound Ring Time (seconds): The length of time in which the phone will ring before the outbound call is considered unanswered. The default value is 30. Previously referred to as Customer Timeout.

Outbound Caller ANI: Enter the E.164 telephone number that the outbound call is being made from, or an expression that translates to the telephone number to use. This number will be displayed as the caller's ID on the recipient's telephone, if applicable. This number must be associated to your tenant with your telephony provider, but does not need to be currently mapped to a specific flow. If you're entering the specific telephone number instead of a variable, it must be surrounded by quotation marks ("). For example, "+12345678910". Previously referred to as Outbound ANI.

Record Call: Click to enable if you want the outbound calls made from this flow to be recorded. Previously referred to as Call Record.

Resource Direction: The direction that the agent must be in to be offered the interaction.

• Any: Offers interactions to agents in any work mode direction. This is the default when the agent is specified.

• Do Not Disturb Outbound: Only offers interactions to agents in the Do Not Disturb Outbound work mode direction. Agents in the Outbound and Inbound work mode directions are excluded.

• Outbound: Only offers interactions to agents in the Outbound work mode direction. Agents in the Do Not Disturb Outbound and Inbound work mode directions are excluded.

• Inbound: Only offers interactions to agents in the Inbound work mode direction. Agents in the Do Not Disturb Outbound and Outbound work mode directions are excluded.

• Blended Inbound/Outbound: Only offers interactions to agents who are either in the Inbound or Outbound work mode directions. Agents in the Do Not Disturb Outbound work mode direction are excluded.

• Interaction Direction: Only offers interactions to agents in the same work mode direction as the interaction direction. This is the default when the agent is not specified.

  Interactions that are initiated by the agent (for example, clicking a contact in a CRM) require the agent to be in the Do Not Disturb Outbound work mode directions. Outbound interactions initiated by a dialer or a customer (for example, filling out a web form requesting a callback) require the agents to be in the Outbound work mode direction.

Work Offer Timeout (seconds): The length of time in which the platform will offer the work offer and dial the agent, if Auto Answer is disabled. The default value is 30. Previously referred to as Resource Timeout.

Auto Answer: Click to enable to have the outbound WebRTC work offer automatically accepted by the agent and the contact dialed. If disabled, the agent must accept the work offer prior to the contact being dialed.

Auto Screen-pop: Automatically triggers your internal screen pop. You can disable to remove auto screen pops or to customize a different screen pop configuration with the Screen Pop notation on a parallel path.

Disposition Codes: Select the disposition list to use for interactions on this flow. The list includes the enabled lists available through the Disposition List menu.

• Force Disposition Selection: This parameter is presented if a disposition list is selected. When this is enabled, agents are required to select a disposition code before they can end their Wrap Up. This function requires Auto Wrap Up to be enabled. If an agent doesn't select a disposition code before the maximum wrap up time elapses, they will stay in Wrap Up until they select a disposition code.

Auto Wrap Up: If enabled, automatically places agents into Wrap Up mode after being disconnected from callers. This is enabled by default.

Resource Wrap-up Toggle: If enabled, provides agents with the ability to manually turn automatic wrap up on or off from the Agent Toolbar. For example, Auto Wrap Up may be enabled however unnecessary for a particular interaction. The agent can turn the Wrap Up feature off while on the call and immediately become Ready upon disconnecting. This is enabled by default. Previously referred to as Allow Wrap Up Update.

Target Wrap Up Time (seconds): Enter goal time frame, in seconds, for agents to complete their post call work. This is the maximum time in which an agent can be in Wrap Up and still be within target time frames. The default value is 30.

Max Wrap Up Time (seconds): Enter the maximum time frame, in seconds, for agents to complete their post call work in Wrap Up mode. Agents are automatically placed into a Ready state after this time frame. The default value is 45. Previously referred to as Wrap Up Time (seconds).

Fallback to Queue (if resource is specified): This parameter is ignored if the interaction was not initiated for a specific resource ID.

• If disabled (default), the interaction waits 30 seconds for a specific agent to either cancel or become available to accept the work offer. After 30 seconds, the interaction dequeued, the agent is put in a paused Not Ready state, and the interaction ends.

• If enabled, the interaction waits a configurable amount of time for the specific agent to either cancel or become available to accept the work offer before being placed in the fallback queue for another agent.

Fallback Queue: This parameter shows if the Fallback to Queue (if resource is specified) parameter is enabled.

Select the queue that the interaction is routed to if the specific agent doesn’t either cancel or become available to accept the work offer within the amount of time entered in the Fallback Timeout parameter.

Fallback Timeout: This parameter shows if the Fallback to Queue (if resource is specified) parameter is enabled. The Fallback Timeout is length of time to wait for the specific agent to either cancel or become available before the interaction is placed into the Fallback Queue for another agent.

In the first input, select the unit of time (Seconds, Minutes, Hours). In the second input, enter the number of seconds, minutes, or hours or an expression that evaluates to a positive integer value at runtime. Expressions that result in values that can’t be parsed or values less than 10 seconds cause a default 30 seconds to apply.

Fallback Resource Direction: Select the work mode direction the available agents must be in when enqueuing to the Fallback Queue.

• Any: Offers interactions to agents in any work mode direction.

• Do Not Disturb Outbound: Only offers interactions to agents in the Do Not Disturb Outbound work mode direction. Agents in the Outbound and Inbound work mode directions.

• Outbound: Only offers interactions to agents in the Outbound work mode direction. Agents in the Do Not Disturb Outbound and Inbound work mode directions are excluded.

• Inbound: Only offers interactions to agents in the Inbound work mode direction. Agents in the Do Not Disturb Outbound and Outbound work mode directions are excluded.

• Blended Inbound/Outbound: Only offers interactions to agents who are either in the Inbound or Outbound work mode directions. Agents in the Do Not Disturb Outbound work mode direction are excluded.

• Interaction Direction: Only offers interactions to agents in the same work mode direction as the interaction direction. This is the default.

Route to Queue (if no resource is specified): Optionally, select a default queue for the outbound call request when an agent isn't already identified to work with the interaction. Interactions that are initiated by an agent (for example, clicking on a contact in a CRM) have the agent's resource attached to the request. However, interactions initiated by a customer (for example, filling out a web form requesting a callback) would not be attached to a resource ID and can be routed to this queue instead. Previously referred to as Default Queue.

Leave Customer Connected: Click to enable if you want the contact to remain on the line once the agent is disconnected from the call. For example, you may want to include a Customer Satisfaction Score action in your flow and leave the contact connected to participate in the survey. Previously referred to as Customer Connected.

Beep: Click to enable a beep on entry and/or exit. When enabled, an audio tone indicates when the resource is added to a call, or removed from a conference. This is a multi-select option, allowing you to select any, both, or neither of the options.

• On Enter: Provides a notification when the agent is added to a conference, such as being connected to a caller in queue.
  
• On Exit: Provides a notification when the agent leaves a conference with more than two participants, and all applicable participants have this feature enabled.

Enable Early Media When enabled, agents hear the ringtone and any system messages provided by the telephony carrier. When the dialed participant answers, they are immediately conferenced with the agent. This allows the agent to hear the full "hello" greeting when the dialed participant answers the call.

Dequeue After Timeout: If enabled, the interaction waits in the queue for the configured length of time and then the interaction is removed from the queue.

• If Generic Flow Escalation is enabled, it throws an escalation named flow-escalation with the output name "dequeue-timeout". Use the Flow Error Catch instead of the Immediate Catch in your flow.

• Otherwise, if Generic Flow Escalation is disabled, it does not throw signal or escalation. Instead, it exits the Click to Dial flow normally and the Outbound Result binding has the value "dequeue-timeout".

This setting does not apply when enqueued to a specific agent. The Dequeue Timeout timer starts when enqueued to the Fallback Queue or Route to Queue (if no resource is specified).

Dequeue Timeout:This parameter shows if Dequeue After Timeout is enabled. Dequeue Timeout is the length of time to wait in queue before removing the interaction from the queue and existing Click to Dial.

In the first input, select the unit of time (Seconds, Minutes, Hours). In the second input, enter the number of seconds, minutes, or hours or an expression that evaluates to a positive integer value at runtime.

Generic Flow Escalation: When enabled, Click to Dial throws flow a generic escalation named flow-escalation instead of using the error as the escalation named (for example, queue-timeout, work-rejected, and third-party-recorder-error).

The Generic Flow Escalation parameter is optional and disabled by default. 

• When Generic Flow Escalation is disabled, the following errors will be returned in the Outbound Result binding: "dequeue-timeout", "bad-phone-number", "bad-outbound-ani", "bad-queue", "ring-no-answer-timeout". "ring-no-answer-resource-disconnect". "dial-failed", "failed", "busy". Otherwise, when it is enabled, the flow-escalation error is thrown instead and the output name value is equal to the error name.

• When this parameter is disabled, the Click to Dial flow may throw flow error escalations named queue-timeout, work-rejected, and third-party-recorder-error.   Use the Flow Catch Error for each escalation name you want your flow to catch.

Binding

Outbound Result: The outcome of dialing the customer phone number or sending an outbound SMS message. The possible values are:

• bad-phone-number: The Outbound (To) Endpoint parameter value cannot be parsed into a valid E.164 formatted phone number.

  When the Generic Flow Escalation parameter is enabled, this is thrown as a flow error escalation named flow-escalation instead of exiting the Click to Dial notation normally.

• bad-outbound-ani: The agent did not select an outbound identifier and the Outbound Caller ANI parameter input value is empty.

  When the Generic Flow Escalation parameter is enabled, this is thrown as a flow error escalation named flow-escalation instead of exiting the Click to Dial notation normally.

• bad-queue: Could not enqueue because the Route to Queue (if no resource is specified) or Fallback Queue parameter input is empty.

  When the Generic Flow Escalation parameter is enabled, this is thrown as a flow error escalation named flow-escalation instead of exiting the Click to Dial notation normally.

• failed:The customer phone number was dialed. but the carrier could not connect the call. Some possible causes include: the destination is unreachable or out of service, or all circuits are busy.

  When the Generic Flow Escalation parameter is enabled, this is thrown as a flow error escalation named flow-escalation instead of exiting the Click to Dial notation normally.

• answered: The customer phone was answered by a human or machine.

• busy:When the Generic Flow Escalation parameter is enabled, this is thrown as a flow error escalation instead of exiting the Click to Dial notation normally.

• ring-no-answer-timeout: The customer did not answer within the amount of time entered in the Outbound Ring Time (seconds) parameter.

  When the Generic Flow Escalation parameter is enabled, this is thrown as a flow error escalation named flow-escalation instead of exiting the Click to Dial notation normally.

• ring-no-answer-resource-disconnect: While the customer's phone is ringing, the agent disconnects before the amount of time entered in the Outbound Ring Time (seconds) parameter.

  When the Generic Flow Escalation parameter is enabled, this is thrown as a flow error escalation named flow-escalation instead of exiting the Click to Dial notation normally.

• message-sent: The SMS message was sent. Undeliverable messages also have this result.

• dequeue-timeout:The interaction was dequeued from Fallback Queue or Route to Queue (if no resource is specified) after the amount of time entered in the Dequeue Timeout parameter.

  When the Generic Flow Escalation parameter is enabled, this is thrown as a flow error escalation named flow-escalation instead of exiting the Click to Dial notation normally.

• dial-failed: The customer phone number could not be dialed.

  When the Generic Flow Escalation parameter is enabled, this is thrown as a flow error escalation named flow-escalation instead of exiting the Click to Dial notation normally.

Customer Still Connected: True if the customer is connected after exiting the Click to Dial notation. Otherwise, false (either the customer was disconnected prior to exiting or the customer was never connected in the first place).

From: The email address that displays in the From section of the email. The default From email address is set by the value for the interaction/contact-point.

Important: When a From email address is added in the Click to Email flow, all send and reply emails will have this From address. To ensure the Send Mail function works properly, the From address in this field should be the SMTP-User email address found in the Email Integration or any active Listener.

Auto Answer: Click to enable. When it is enabled, the email work offer is automatically accepted by the agent and the new email message opens. If disabled, the agent must accept the work offer prior for the new outgoing email message to open.

Resource Timeout: The number of seconds in which the platform will offer the work offer to the agent, if Auto Answer is disabled.

Auto Wrap Up: Click to enable. When it is enabled, agents are automatically placed in Wrap Up mode after ending the email interaction.

Wrap Up Time (seconds): Enter the maximum time frame, in seconds, for agents to complete their post interaction work in Wrap Up mode. Agents are automatically placed into a Ready state after this time.

Target Wrap Up Time (seconds): Enter the goal time frame, in seconds, for agents to complete their post interaction work. This is the maximum time frame in which an agent can be in Wrap Up and still be within target time frames.

Allow Wrap Up Update: Click to allow agents to manually turn automatic wrap up on or off from their toolbar controls. For example, auto wrap up may be enabled; however, it may be unnecessary for a particular interaction. The agent can turn the Wrap Up feature off while working on the interaction and immediately become Ready when it is completed.

Disposition Codes: Select the Disposition List to use for emails on this flow. The list includes the enabled lists available through the Disposition List menu.

Force Disposition Select: Click to enable. When this is enabled, agents are required to select a disposition code before they can end their Wrap Up. This function requires Auto Wrap Up to be enabled. If an agent doesn't select a disposition code before the maximum wrap up time elapses, they will stay in Wrap Up until they select a disposition code.

Default Queue: Optionally, select a default queue for the outbound email request when an agent isn't already identified to work with the interaction. Interactions that are initiated by an agent (for example, clicking a contact's email address in Skylight Desktop) have the agent's resource attached to the request. However, interactions initiated by a customer (for example, filling out a webform requesting an email response) would not be attached to a resource ID and can be routed to this queue instead.

Hold/Resume: This flow object should not be used. Configure this feature through the flow default settings.

Callback Queue: Select the queue that the callback is being made from. This usually matches the queue that the caller was initially waiting in when they were offered the callback but it can be different.

Callback Offer Media: Enter a TTS string or select a media file that provides callers with the option to request a queue callback instead of waiting on the phone. This field is populated with default values that you may keep or edit as desired to meet your needs.

• Method: Select the type of media to use from Text to Speech, publicly accessible URL, or Media.
• Source: Enter the text string to use for TTS, the address for a URL, or select the audio media file.
  Default text: Our agents are busy assisting other customers. If you would like to receive a call back, please press 1 and the next available agent will return your call. Otherwise, remain on the line and your call will be answered in the order it was received.
• Language: If you are using TTS, select the language to use for the text string.
• Voice: If you are using TTS, select the voice to use for the text string.

Confirm Number Media: Select or enter the media prompt that confirms the telephone number that the callback will be placed to. This field is populated with default values. The default text contains a variable to retrieve the phone number that you may keep or edit as desired to meet your needs.

• Method: Select the type of media to use from Text to Speech, publicly accessible URL, or Media.
• Source: Enter the text string to use for TTS, the address for a URL, or select the audio media file.
  Default text: Your callback number is %callbackNumber%. Press 1 to confirm or 2 to enter a different callback number. With this text, %callbackNumber% initially retrieves the phone number that the caller is calling from. If the caller selections option 2 to enter a different number, that number is then used instead.
• Language: If you are using TTS, select the language to use for the text string.
• Voice: If you are using TTS, select the voice to use for the text string.

Change Number Media: Select or enter the media prompt that asks the callers who selected option 2 to change their callback number to now enter in the phone number that they wish to be called back on. This field is populated with default values that you may keep or edit as desired to meet your needs. The telephone number entered here must be in E.164 format. This media must make regional requirements clear to callers. For example, the message should indicate if the number needs to begin with an applicable country code.

• Method: Select the type of media to use from Text to Speech, publicly accessible URL, or Media.
• Source: Enter the text string to use for TTS, the address for a URL, or select the audio media file.
  Default text: Please enter your desired callback number followed by the pound sign. Include your country code where applicable. Customers in North America should enter a one before their number.
• Language: If you are using TTS, select the language to use for the text string.
• Voice: If you are using TTS, select the voice to use for the text string.

Callback Exit Media: Select or enter the media prompt that confirms that the callback has been requested and advises callers that they may disconnect. This field is populated with default values that you may keep or edit as desired to meet your needs.

• Method: Select the type of media to use from Text to Speech, publicly accessible URL, or Media.
• Source: Enter the text string to use for TTS, the address for a URL, or select the audio media file.
  Default text: Thank you for requesting a callback. You may now hang up and wait for our call. Goodbye.
• Language: If you are using TTS, select the language to use for the text string.
• Voice: If you are using TTS, select the voice to use for the text string.

Callback Invalid Number Media: Select or enter the media prompt that will advise callers if the callback number entered is invalid. This field is populated with default values that you may keep or edit as desired to meet your needs.

• Method: Select the type of media to use from Text to Speech, publicly accessible URL, or Media.
• Source: Enter the text string to use for TTS, the address for a URL, or select the audio media file.
  Default text: The number you have entered is not a valid phone number.
• Language: If you are using TTS, select the language to use for the text string.
• Voice: If you are using TTS, select the voice to use for the text string.

Agent Callback Message: Select or enter the media prompt that the agent receiving the callback work offer hears. This message is played after the work offer is accepted while the toolbar initiates the outbound call. This field is populated with default values that you may keep or edit as desired to meet your needs.

• Method: Select the type of media to use from Text to Speech, publicly accessible URL, or Media.
• Source: Enter the text string to use for TTS, the address for a URL, or select the audio media file.
  Default text: This is a customer requested queue callback. Please wait while the customer end is connected.
• Language: If you are using TTS, select the language to use for the text string.
• Voice: If you are using TTS, select the voice to use for the text string.

Agent Callback Media: Select or enter the media that will play to agents while waiting for the outbound callback to be answered by the customer.

Outbound Caller ANI: Enter an Outbound Caller ANI to use when calling a customer back. By default, the contact point (interaction/contact-point) is used as the outbound caller ANI. Enter custom Outbound Caller ANIs in E.164 format as an expression (for example, "+15065551234”).

Platform Defaults: This flow object should not be used. Configure this feature through the flow default settings.