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.

Note

Rule groups must be defined by using decimals.

Example:

  • Rule A 1.0 AND
  • Rule B 1.1
Condition

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

  • AND
  • OR

Note

Rule groups must be defined by using decimals.

Example:

  • Rule A 1.0 AND
  • Rule B 1.1
Flag Flag to toggle Recording or Priority.
FlagValue Value for flag.
Action

Note

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

  • - Sends the customer to the Callback and handled after the live queue.

    Note

    Callback must be configured, see: How to configure CallBacks

    Important

    Callbacks will be handled during business hours.

  • - Sends the customer to the Callback, while keeping their position in the live queue.

    Note

    Queued Callback must be configured, see: How to Configure Queued Callback

    Important

    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 AnywhereNow 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

Examples

For specific examples, please see:

Create/Edit/Remove item

Item can be created, edited or removed.

Warning

Updates to the system take place in real-time. Entering the incorrect information here may cause issues with your software. Proceed with caution.

Create Item
  1. Open the list.
  2. Select the Add new item button.
  3. Enter the correct data in the window that appears.
  4. Select the Save button.
Edit Item
  1. Open the list.
  2. Tick the respective item.
  3. Select the “Edit Properties” button.
  4. Enter the correct data in the window that appears.
  5. Select the “Save” button.
Remove Item
  1. Open the list.
  2. Tick the respective item
  3. Select the “Delete Item” button.