Plugin Flow Settings

Purpose

Plugin Flow Settings are for specific plugins. This enables you to configure the flow of the plugin. These are unique per plugin and will be part of the documentation of that plugin.

 

Explanation per field

In order to manage Attributes, the following items can be filled in:

Item

Description
Attribute Name of the attribute from the Plugin Attribute list.
Operator

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
Value Value for the operator.
Order Order in which to run the flow.
Condition

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

  • AND

  • OR
Flag Flag to toggle Recording or Priority.
FlagValue Value for flag.
Action
  • CallbackWith CallBack the customer can 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 - 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
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.

Prompt

This field might contain the name of the Prompt for action Prompt
ParentQuestion Go to this Question for action Question
PluginAttribute Use this Attribute for the selected action.
Message Play this message for action Message

 

Plugin Flow Settings Create/Edit/Remove

Plugin Flow Settings can be created, edited or removed.

Warning Updates to the system are real-time; therefore wrong entries might cause malfunctions.

  1. Open the Plugin Flow Settings list.

  2. Select the “Add new item” button.

  3. Enter the correct data in the window that appears.

  4. Select the “Save” button.

  1. Open the Plugin Flow Settings list.

  2. Tick the respective Plugin Flow Setting.

  3. Select the “Edit Properties” button.

  4. Enter the correct data in the window that appears.

  5. Select the “Save” button.

  1. Open the Plugin Flow Settings list.

  2. Tick the respective Plugin Flow Setting.

  3. Select the “Delete Item” button.