Plugin Flow Settings

Operator to match:

• Equals

• Not Equals

• Is empty

• Is not empty

• Begins with

• Does not begin with

• Ends with

• Does not ends with

• Contains

• Does not contains

• Matches regular expression

• Is greater than

• Is greater than or equal to

• Is less then

• Is less than or equal to

Order in which to run the flow.

Note: Rule groups must be defined by using decimals.
Example:
Rule A 1.0 AND
Rule B 1.1

Condition to link multiple row together. Empty to have another rule:

• AND

• OR

Note: The condition must be set on the first row of a rule group.
Example:
Rule A 1.0 AND
Rule B 1.1

Note: Actions must be set on final row of the rule group.

• Callback The CallBack feature enables the customer to leave his / her number to be called back by an available agent during business hours. - Sends the customer to the Callback and handled after the live queue.

  Note: Callback must be configured, Learn More

  Tip: Callbacks will be handled during business hours.

• QueuedCallback The QueuedCallBack feature enables the customer to leave his / her number while waiting in the queue in order to get called back by an available contact center agent. - Sends the customer to the Callback, while keeping their position in the live queue.

  Note: Queued Callback must be configured, Learn More

  Tip: QueuedCallbacks will be handled in the live queue, therefore can be done regardless of business hours.

• Disconnect - Disconnects the call.

• Prompt - Sends the customer to the Prompt. (Prompts must be configured)

• Skill - Send the customer to a Skill queue. (Skill can be selected in field Skill)

• Voicemail - Send the customer to the Anywhere365 Voicemail.

• PreferredHunt - Do a preferred hunt to the agent in the plugin attribute

• Question - Go the parent question

• Message - Play the message using text to speech

• Forward - Forward the customer to the forward skill

If this flow is selected and callers should be redirected to an Agent, select a Skill an Agent should have in order to help the caller.

This field might contain the name of the Prompt for action Prompt