User Manual Customer Interaction Express 3.3 TaskFlow Editor

Transcription

1 User Manual Customer Interaction Express 3.3 TaskFlow Editor Edition: /22/2015 COMPAS ID:

2 2015 Avaya Inc. All Rights Reserved. Notice While reasonable efforts were made to ensure that the information in this document was complete and accurate at the time of printing, Avaya Inc. can assume no liability for any errors. Changes and corrections to the information in this document may be incorporated in future releases. For full legal page information, please see the complete document, Avaya Legal Page for Software Documentation, Document number To locate this document on the website, simply go to and search for the document number in the search box. Documentation disclaimer Avaya Inc. is not responsible for any modifications, additions, or deletions to the original published version of this documentation unless such modifications, additions, or deletions were performed by Avaya. Customer and/or End User agree to indemnify and hold harmless Avaya, Avaya's agents, servants and employees against all claims, lawsuits, demands and judgments arising out of, or in connection with, subsequent modifications, additions or deletions to this documentation to the extent made by the Customer or End User. Link disclaimer Avaya Inc. is not responsible for the contents or reliability of any linked Web sites referenced elsewhere within this documentation, and Avaya does not necessarily endorse the products, services, or information described or offered within them. We cannot guarantee that these links will work all of the time and we have no control over the availability of the linked pages. Warranty Avaya Inc. provides a limited warranty on this product. Refer to your sales agreement to establish the terms of the limited warranty. In addition, Avaya s standard warranty language, as well as information regarding support for this product, while under warranty, is available through the following Web site: Copyright Except where expressly stated otherwise, the Product is protected by copyright and other laws respecting proprietary rights. Unauthorized reproduction, transfer, and or use can be a criminal, as well as a civil, offense under the applicable law. Avaya support Avaya provides a telephone number for you to use to report problems or to ask questions about your product. The support telephone number is in the United States. For additional support telephone numbers, see the Avaya Web site: COMPAS This document is also available in the COMPAS database. The COMPAS ID for this document is

3 Contents About this manual 9 Questions about this manual... 9 Who is part of the target group?... 9 What kind of information is provided?... 9 What kind of information is not provided?... 9 How is this manual organized?... 9 Which edition are you reading? What has changed since the last edition? Where can you find additional information? How do you get a printed copy? Prerequisites Printing the manual Printing problems Meet the Task Flow Editor 12 Overview: basics Task Flow Editor, what is it? What can you do with the Task Flow Editor? Which requirements must be met for you to use the Task Flow Editor? Which privileges exist for the Task Flow Editor module? Note for the ACM PBX call flow Working with the Task Flow Editor module Icons in the Task Flow Editor Structure of the Task Flow Editor Opening the Task Flow Editor module Module icon Menus Commands of the task flow set menu Commands of the Edit menu Commands of the Tools menu Commands of the Window menu Commands of the Help menu Tool bar Status bar List of symbols Selecting objects How does a VECTORS process work with the task flow set? How does the vectors process work? Example: How a call flow set works How does a process handle tasks? What does cycle mean? How can tasks be treated preferentially? Terms for the Task Flow Editor Task flow set Group Call flow flow Macro macro User Manual CIE 3.3 TaskFlow Editor Contents 3

4 Ports and connections Default task flow set Task flow script Label Trace Task Sources Overview of destinations Agent group as destination Telephone calls as destination as destination Agent as destination External destination as destination Release as destination Personal contact as destination Last agent as destination Current agent as destination Script as destination Chat script as destination Chat script (1x announcement) as destination IVR Script as destination IVR script (1x announcement) as destination Announcement script (DSPF) as destination Announcement script (1x announcement) as destination Time slot as destination (for Integral Enterprise, I55 only) Overview of connecting units Logic Distribution lists Check time periods Change TaskTag Change skill Skill reduction TaskTrap Wait time exceeded Longest wait time exceeded Number of calls/ s exceeded Queue full Minimum number of signed on agents exceeded Available agents fulfill the skill Signed-on agents fulfill the skill Filters New call Task tag Collectors Sorting Condition Task Tag Operation Creating a task flow set 71 Creating a task flow set Create Example for a created task flow set Creating a group Create Example for a created group Creating a call flow or flow Creating a call flow Creating an flow Example for a created call flow Creating a Macro or Macro Contents User Manual CIE 3.3 TaskFlow Editor

5 Creating a Macro Creating an Macro Example of a Created Macro Inserting a Macro or Macro into a Call Flow Example of a Call Flow with a Macro Changing size and position of the windows Changing the size of a window Arranging the windows Example for cascading windows Example for tiled windows Setting the options Backup folder What can you set for autosave? What does grid mean? What does Configuration check mean when you open a task flow set? Which colors can you set? What can you set under PBX colors? Settings Inserting elements in a call flow (examples) Inserting a topic as source Inserting an agent group as destination Selecting configured elements What does the Select telephone calls dialog show? What does the Select voice mail dialog show? What does the Select dialog show? What does the Select agent group dialog show? What does the Select agent dialog show? What does the Select IVR script dialog show? What does the Select announcement script dialog show? What does the Select external destination dialog show? What does the Select time slot dialog show? Sorting the elements Finding a certain element Customizing connections Connecting elements Moving a corner point Highlighting connections Removing a connection Creating a logic Creating a placeholder Selecting a predefined condition Creating a predefined condition Create Delete Change Copy Manage Source Priority Groups Create Edit Delete Sort Edit source priority groups Delete an assigned source Insert sorting criteria What does the Select task tag dialog show? Delete a sorting order Sorting order Sort Copying elements Selecting elements User Manual CIE 3.3 TaskFlow Editor Contents 5

6 Moving elements Copying elements Deleting elements Deleting a call flow, an flow, macros, or macros Deleting an element Deleting all elements Creating a task flow set Save Save as Displaying information on a task flow set Displaying information Changing the password of a task flow set Printing a task flow set Prerequisite Printer setup Print preview Print Activating a task flow set 103 Overview: Activating a task flow set Checking a task flow set What does the configuration check do? What does the syntax check do? Running a configuration check Displaying the active task flow set What does active task flow set mean? What does the Active task flow set dialog show if the PBX controls the call distribution? Displays Activating a task flow set Which errors can be detected upon activating? Activate Reactivating a task flow set Requirement When do you reactivate a task flow set? Reactivate Defining the default task flow set The task flow set had to be activated once Resetting the default task flow set Defining Creating a task flow script Create Example: task flow script Importing and exporting 110 Overview: Import and export Exporting Why export data? Procedure Start the export Add export data Remove export data Add conditions View configuration data Select an export file Exporting Import Procedure Start the import Contents User Manual CIE 3.3 TaskFlow Editor

7 Select an import file Add import data Add conditions View configuration data Import Using the Help and About dialogs 114 Overview: Help and About Using the Help Help during operation Starting the Online help contents Tips and tricks 115 How do you create a welcome announcement? Advantage of the 1x announcement (one-time announcement) Note: If you adopt a task flow set from an earlier release Prerequisite Creating a placeholder About flows Sequential distribution Availability of agents for Prioritizing topics If you change an flow Last Agent for Tips for voice mails Free IVR ports Limiting recorded voice mails Scroll bar is no longer visible Problem: scroll bar is not visible Correction: display scroll bar again Examples for Taskflow Examples Documentation for examples Glossary 121 Index 123 User Manual CIE 3.3 TaskFlow Editor Contents 7

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9 About this manual Questions about this manual Before you start reading you might have questions concerning this document. In this section, we answer some of those questions. Who is part of the target group? This guide is intended for individuals who are working with the Task Flow Editor module or who would like to familiarize themselves with the individual characteristics of the module. It makes no difference whether you are using this document in printed or online form. Use this guide however you wish, whether as a reference or in order to learn about all of the options of the Task Flow Editor. What kind of information is provided? This guide contains information for operating the Task Flow Editor module. What kind of information is not provided? This guide does not contain any information about commissioning and installing the Task Flow Editor. You can find information about other modules in the CIE system in the corresponding documents. How is this manual organized? The organization of this guide provides a step-by-step introduction to the use of the Task Flow Editor module. Once you have read a few pages, you will notice that the topics are structured similarly. Usually, an introduction to the topic is provided first. Prerequisites or necessary skills are often described next, Instructions follow the prerequisites or necessary skills. An illustration or example further clarifies the topic. User Manual CIE 3.3 TaskFlow Editor About this manual 9

10 Which edition are you reading? The following table lists information about this edition: Compiled on: July 22, 2015 Based on: Editors Available as: Task Flow Editor module Andreas Marquardt Online Help Acrobat Reader file What has changed since the last edition? The following table shows the history of this document. CIE Version Date Changes /19/2009 Final version /21/2011 agentloginstate, agentworkingstate /02/2011 CIE /22/2012 CIE 3.0 Chat CIE 3.0 Chat script /09/2013 CIE /24/2014 CIE /22/2015 CIE 3.3 Where can you find additional information? This guide describes skills and prerequisites and provides instructions that you will need to operate the Task Flow Editor module. You will find additional information about the CIE system in the user manuals of the other CIE modules. Guides to the other CIE modules. Like this document, you can use these documents online or in printed form. 10 About this manual User Manual CIE 3.3 TaskFlow Editor

11 How do you get a printed copy? Perhaps you would rather read this manual on paper than on the PC screen. No problem! You can print the manual. This document is prepared for being printed. Printing this file provides you with a conventional manual. The manual is printed in A4 format. When printed, the manual has around 116 pages. Prerequisites The following conditions must be met if you want to print this document. You need the CIE DVD. An Acrobat Reader of at least Version 9 or higher must be installed on your PC. You can find the relevant software on the CIE DVD. A graphics-capable printer must be connected to your PC. Printing the manual You want to print this document. 1. In the file manager, open the doc folder on the DVD. 2. Double-click the file cie_33_taskfloweditor_en.pdf. The Acrobat Reader application will open to show the manual. 3. In Acrobat Reader open the File menu and select Print. The file is printed. Printing problems If you cannot print the document, please consult your system administrator. Your system administrator can print a copy for you. User Manual CIE 3.3 TaskFlow Editor About this manual 11

12 Meet the Task Flow Editor Overview: basics Task Flow Editor, what is it? Familiarize yourself with the Task Flow Editor module. This topic gives you basic knowledge needed for other topics. You can look up particular points in this topic at any time. Task Flow Editor is a module in the CIE system. What can you do with the Task Flow Editor? The Task Flow Editor module is a tool that makes it easy for you to create a task flow set. A task flow set is a graphic representation of the task distribution in a CIE system. This task distribution determines how a task is handled within the CIE system and which procedures will be carried out. A task can be a telephone call, a voice mail, or an . The Task Flow Editor uses icons to display the task flow. For a clearer overview, a task flow set is divided into groups: call flows, flows, macros, and macros. If you want to apply the same procedures more than once without having to create the same procedures in each task flow, you can create a macro or an macro. You can use a macro as often as you like in call flows. You can use an macro as often as you like in flows. Once you have created a task flow, you can monitor it, activate it, set it as a default task flow set, print it out, and export it. Which requirements must be met for you to use the Task Flow Editor? The following requirements must be met so that you can use all the functions of the Task Flow Editor module: The CIE server must already be configured by your system manager. As authorized agent (user), your system administrator provided you with an agent name and personal password. You need both for login. You need to have the respective privileges. 12 Meet the Task Flow Editor User Manual CIE 3.3 TaskFlow Editor

13 Which privileges exist for the Task Flow Editor module? In the configuration module, your system manager specifies which privileges you will receive. You cannot use a function if you do not have the necessary privilege. The Task Flow Editor will not provide the commands for these functions. You can obtain the following privileges from your system manager for the Task Flow Editor module: Privilege Edit task flow set Activate task flow set Edit default task flow set Edit predefined conditions Advanced mode Explanation With this privilege, you can edit and modify the task flow set. If this privilege is not set, you can only read the task flow set. [Write-protected] will appear in the title bar of the Task Flow Editor. You can activate the task flow set in the Task Flow Editor. The active task flow set will then determine the task distribution in the CIE system. When a system failure occurs, the call center uses a default setting for the task flow set. This default task flow set is protected separately. With this privilege, you can edit and modify the default task flow set. You can edit and change predefined conditions with this privilege. You can edit private conditions without a special privilege. For the Task Flow Editor, there is a license called Feat_CIE-CC_extUI. This license enables an advanced mode for the Taskflow Editor. You must have this license to use the following elements. - Logic - Distributor (equal) - Distributor (cyclic) If you do not have the license or the Advanced mode privilege, you cannot open task flow sets with these elements. Note for the ACM PBX call flow The number of queues in the ACM PBX is limited by the hardware. Up to 60 queues are possible for each server. Keep this in mind when you are creating a call flow. Examples: Welcome announcement Queue calculation Drop if nothing else is available The channels for the queue are reduced by the channels you use for the welcome announcements. User Manual CIE 3.3 TaskFlow Editor Meet the Task Flow Editor 13

14 Working with the Task Flow Editor module With the Task Flow Editor module, you work in exactly the same way as with other Windows applications. If you have not worked with Windows before, take the time to consult the Windows operating instructions. Familiarize yourself with the operation of Windows programs first. Icons in the Task Flow Editor Icons in the Task Flow Editor can only be used in conjunction with your task type (see below). Icons of the voice task type can be used in the call flow and the macro. Icons of the task type can be used in the flow and the e- mail macro. Icon Description Task Type abc Label Voice and Trace task Sources - Telephone calls Voice mails Destinations Agent group Telephone calls Agent External destination Release Voice and Voice Voice Voice and (task-type specific selection) Voice Voice and (task-type specific selection) Voice and (task-type specific selection) Voice Personal contact Last agent Current agent script Chat script Chat script (1x announcement) Announcements IVR script IVR script (1 x announcement) Announcement script Announcement script (1 x Voice and Voice and Voice and Chat Chat Voice Voice Voice Voice 14 Meet the Task Flow Editor User Manual CIE 3.3 TaskFlow Editor

15 Icon Description Task Type announcement) Time slot (for Integral Enterprise, I55 only) Voice User Manual CIE 3.3 TaskFlow Editor Meet the Task Flow Editor 15

16 Icon Description Task Type Connecting units Change Task Tag Voice and Change Skill Skill reduction Logic TaskTrap System Conditions Check time periods Longest wait time exceeded Voice and Voice and Voice Voice and Voice and Voice and Number of calls/ s exceeded Voice and Queue full Minimum number of signed on agents is exceeded Available agents fulfill the skill Signed on agents fulfill the skill Filters New call Task tag Wait time exceeded Call distribution Prioritized Equal Cyclic Collectors Equal Voice Voice and Voice and Voice and Voice Voice and Voice and Voice and Voice and Voice Voice and 16 Meet the Task Flow Editor User Manual CIE 3.3 TaskFlow Editor

17 Structure of the Task Flow Editor Just like other Windows applications, the Task Flow Editor has menus, commands, and a tool bar. Opening the Task Flow Editor module You are signed on in the CIE system and would like to open the Task Flow Editor module. Proceed as follows to open the Task Flow Editor module: 1. Click Administration on the taskbar. or 2. Click Task Flow Editor. The Task Flow Editor module will open. 1. Select Task Flow Editor in the Window menu. 2. The Task Flow Editor module will open. Module icon The following icon is used for the Task Flow Editor. Menus The following schematic illustration shows the menus of the Task Flow Editor module. Task Flow Set Edit Tools Window Help Commands of the task flow set menu The following table shows the commands and functions of the task flow set menu. Command Function New Ctrl+N You create a new task flow set. For this command you can also use the key combination Ctrl + n. Open Ctrl+O You open an existing task flow set. For this command you can also use the key combination Ctrl + o. Close Activate You quit editing a task flow set. You are asked whether you want to save the changes. You activate a loaded task flow set. The VECTORS process then takes over this task flow set and uses it for the task distribution. User Manual CIE 3.3 TaskFlow Editor Meet the Task Flow Editor 17

18 Command Reactivate Function Reactivates a task flow set. The VECTORS process then takes over this task flow set and uses it for the task distribution. Save Ctrl+S Saves a task flow set. For this command you can also use the key combination Ctrl + s. Save As About Delete Default task flow set Active task flow set Export Import Saves a task flow set under a new name. Information about the open task flow set is displayed. You can change name, comment and password. Deletes a task flow set. You define a task flow set as a default task flow set. You can also reset a default task flow set. Displays the active task flow set. Exports task flow set data. Diese Funktion können Sie nur nutzen, wenn Sie einen TaskFlow-Set geöffnet haben. Imports task flow set data. Print Ctrl+P Prints a task flow set. You can also use the keystroke combination Ctrl + P for this command. Print Preview Printer Setup Shows the print preview of the task flow set. Opens the printer settings. You can set up a printer. If the Edit task flow set privilege is not selected for you in the Configuration module and you have read-only rights, the following menu items are grayed: New Activate Reactivate Save Save As Delete 18 Meet the Task Flow Editor User Manual CIE 3.3 TaskFlow Editor

19 Commands of the Edit menu The following table shows the commands and functions of the Edit menu. Command Function New Group Inserts a new group in the task flow set. New CallFlow Inserts a new call flow in the task flow set. New Flow Inserts a new flow in the task flow set. New Macro Inserts a new macro in the task flow set. New Macro Inserts a new macro in the task flow set. Delete Deletes the selected element. Select all Ctrl+A Selects all elements of a call flow or an e- mail flow. For this command you can also use the key combination Ctrl + A. Commands of the Tools menu The following table shows the commands and functions of the Tools menu. Command Options Manage Source Priority Groups Predefined conditions TaskFlow Script TaskFlow SQL Script Syntax Check Configuration Check Function You can view the pre-defined settings for the onscreen presentation and Automatic save. You can change these settings. You can view the sorting order for calls, e- mails, voice mails, and task tags. You can view the predefined conditions. You can create, change or delete pre-defined conditions. You create a task flow script from the task flow set and save this task flow script as text file (txt). You create a SQL script from a task flow set and save this SQL script. You check the configuration and syntax of the open task flow set. You check whether the elements used in the task flow set are configured (Configuration module). If the Edit task flow set privilege is not selected for you in the Configuration module and you have read-only rights, the following menu items are grayed: Predefined Conditions Syntax Check Configuration Check User Manual CIE 3.3 TaskFlow Editor Meet the Task Flow Editor 19

20 Commands of the Window menu The following table lists the commands and functions of the Window menu. Command Cascade Arrange Close All Arrange Symbols Function Displays all open task flow windows in cascading form. Displays all open task flow windows on the screen without overlap. Closes all open task flow windows. Arranges the symbols. 1 Example Displays the Example window in the foreground. Commands of the Help menu The following table shows the commands and functions of the Help menu. Command Contents Tool bar Function Displays the contents of the Online help. You can perform key-word searches. In addition to the key combinations for individual commands, the Task Flow Editor features a tool bar for frequently used commands. These icons provide commands you need frequently. The following table lists the toolbar icons and their functions. Icon Function Corresponds to You create a new task flow set. You open an existing task flow set. Saves the open task flow set. You activate a loaded task flow set. The VECTORS process then takes over this task flow set and uses it for the task distribution. Prints the selected task flow of an open task flow set. Minimizes or maximizes the task flow set. Minimizes or maximizes the tool bar. Shows all open task flow windows without overlaps. Shows all open task flow windows in cascading form. TaskFlow-Set menu New command TaskFlow-Set menu Open command TaskFlow-Set menu Save command Task flow set menu Activate command TaskFlow-Set menu Print command - - Window menu Arrange windows command Window menu Cascade TaskFlows command 20 Meet the Task Flow Editor User Manual CIE 3.3 TaskFlow Editor

21 Status bar The status bar shows current Help information, date, and time. List of symbols This list provides icons for all elements you can use in a task flow set. The list is available as tab if a task flow set is open or if you create a new task flow set. Scroll bars are available if necessary. Please note that sources and destinations (except Release) must have been configured in the configuration module. The following illustration shows part of the list of symbols. Please refer to the respective chapters for details. Selecting objects Objects such as agent groups are presented in tables. These tables show additional information on objects in columns. You can customize the column arrangement of these tables, change the order of columns and display or hide columns. You can also search for certain entries. Changing display order Objects in a table are always shown in alphabetical order. You can sort the display alphabetically according to any column. You can sort in ascending or descending order. Information, such as a name, is presented alphabetically by default. This means that A comes after B, followed by C, etc. User Manual CIE 3.3 TaskFlow Editor Meet the Task Flow Editor 21

22 Sorting in columns Proceed as follows to sort the table according to a certain column. 1. Click the column heading. 2. The table is sorted alphabetically according to this information, e.g. the number. The column heading shows the symbol. 3. Click the column heading again to change the order. 4. The table is sorted in reverse order. The column heading shows the symbol. Configuring the columns You can configure which information is shown in the table. The standard setting is used by default. Proceed as follows to configure the columns. 1. In the table view, click the Columns button. The Configuration of Columns dialog opens. 2. Deselect Use defaults. 3. You can customize the visible columns with the buttons <<< (insert) >>> (remove), Up and Down. 4. Click OK to save your settings. The table of objects is then displayed with the configured columns. Searching in columns You can search a table for certain entries. You will find the respective search fields at the bottom area of the table. You can thus search a table containing many objects for specific objects with certain properties. Proceed as follows to search for an agent, for example, with a certain number. 1. Enter "2", for example, in the search field for the number. 2. The first entry found is selected in the table. In our case, an agent whose number starts with "2". 22 Meet the Task Flow Editor User Manual CIE 3.3 TaskFlow Editor

23 How does a VECTORS process work with the task flow set? With the Task Flow Editor module, you create a graphical representation of the task distribution. This is called a task flow set. The data of the task flow set is stored in the CIE database. The Task Flow Editor module creates a text file from the task flow set. This text file is called a task flow script. This task flow script is also stored in the database. How does the vectors process work? The task flow script is the interface to the vectors process. When the task flow set is activated, the task flow script is written to the database and reported to the vectors process. A process called vectors runs on the CIE server. This process manages the tasks. To do so, vectors needs a compiled form of a task flow script. When you activate a task flow set, it is first converted into a task flow script. VECTORS loads these data from the database and compiles them. If an error occurs during compilation, the task flow set is not activated. If no error occurs vectors runs the task distribution as defined with the task flow set. When you start the CIE system the vectors process uses a pre-configured task distribution. This pre-configured setting is called the default task flow set. You can make any task flow set the default task flow set. However, this task flow set must have been active at least once before you can make it the default set. This ensures that no errors were detected when the task flow set was compiled. User Manual CIE 3.3 TaskFlow Editor Meet the Task Flow Editor 23

24 Example: How a call flow set works The following illustration shows an exemplary call flow. The example explains how a call flow set works and how calls are processed. The example shows a topic A, a prioritized distributor P, a logic unit L and five agent groups AG 1 through AG 5. It is assumed that only one agent is signed on to each agent group. The condition of the logic L is met by calls 1, 2, 4, 5 and 6 (Y). Call 3 fails to meet the condition (N). Topic A Distr. P AG 1 AG 2 Logic L Y N AG 3 AG 4 AG 5 Six callers dial the number of topic A successively. Distributor P prioritizes and distributes the calls. The task flow set distributes the first caller to the agents of agent group AG 1. Since in this example only one agent is signed on to each group, AG 1 is now busy. The task flow set distributes the second caller to agent group AG 2. The task flow set distributes the third caller to agent group AG 4 because the condition of the logic L is not met (N). The task flow set distributes the fourth caller to agent group AG 3 since the condition of the logic L is met (Y). The task flow set distributes the fifth caller to agent group AG 5. All agent groups are now busy for the sixth caller. In this example Agent group AG 4 receives a call only if the agent groups AG 1 and AG 2 are busy and the condition of logic L is not met. 24 Meet the Task Flow Editor User Manual CIE 3.3 TaskFlow Editor

25 How does a process handle tasks? Before you start creating a task flow set, you should familiarize yourself with some processing basics. What does cycle mean? The VECTORS process works in 1-second cycles. Once every second, it looks at the entire task flow and checks whether there are any calls or s to be distributed. If it finds a call or an that can be distributed, it gives the kernel process the task of distributing the call. How can tasks be treated preferentially? A cycle lasts until no more tasks can be assigned. In the default setting, the cycle is divided into an online group and an offline group. Calls are examined in the online group. In the offline group, s and voice messages are examined. You can change the default setting as you wish via the source priority groups. A task list is created from the tasks. A task list can look like this, for example: Prio Sorting Explanation 1 Waitthisqueue Configured 2 WaitTotal Configured 3 ringtotal Configured 4 (default setting for online group) 5 (default setting for offline group) WaitTotal WaitTotal Optionally, task tags can also be configured Optionally, task tags can also be configured Optionally, task tags can also be configured Default Default In this example, three priority groups are configured. A sorting order has been configured for these three priority groups. After the three configured priority groups, the online group always comes next, followed by the offline group. The online and offline groups contain the topics that are not configured in a priority group. These access options ensure that a specific task is executed preferentially. How are the settings processed? The VECTORS process creates a list of all tasks. This list is sorted according to priority groups and sorting order. The entire list is processed from top to bottom. For each task, an attempt is made to find a destination according to the task flow set. User Manual CIE 3.3 TaskFlow Editor Meet the Task Flow Editor 25

26 Terms for the Task Flow Editor This topic explains the terms used in the Task Flow Editor. Familiarize yourself with these terms. Task flow set The VECTORS process controls the task distribution of the PBX. To do so, the vectors process needs a graphical representation of the desired task distribution. This graphical representation is provided by the task flow set. The task flow set contains all sources and destinations. The connections between the sources and destinations are specified in the task flow set. You can use collectors and distributors for the connections. Moreover, you can determine conditions for the distribution with logic units. A task flow set can consist of several groups, call flows, flows, macros, and macros. The number of groups, call flows, flows, macros, and macros is unlimited. Name Each task flow set has an unambiguous name. You can use a maximum of 29 alphanumeric characters for the name. Your agent-name is automatically entered when you create a task flow set. You can change this entry. You can use a maximum of 29 alphanumeric characters for the author entry. Password Every task flow set can be password-protected. Note: When a task flow set is protected by a password, it cannot be opened, edited, or reactivated by anyone without the correct password. You can use a maximum of 29 alphanumeric characters for the password. Comment You can enter a comment for the task flow set. You can use a maximum of 254 alphanumeric characters for the comment. Icon The following illustration shows the icon for a task flow set. Example: task flow set The following illustration shows a task flow set with a group, a call flow and a macro. 26 Meet the Task Flow Editor User Manual CIE 3.3 TaskFlow Editor

27 Group A group can consist of task flows and macros. The number of task flows and macros is unlimited. Groups help you to maintain a clear task flow set layout. You can create any number of groups. Name Each group has an unambiguous name. You can use a maximum of 29 alphanumeric characters for the name. Icon The following illustration shows the icon for a group. Call flow In a call flow, you specify how calls are distributed in the VECTORS process. A call flow can consist of labels, sources, distributors, collectors, destinations, connectors and macros. Sources, distributors, collectors, destinations, connectors and macros are linked with connections. You can select a specific group when creating a call flow. You can create any number of call flows. Name Each call flow has an unambiguous name. You can use a maximum of 29 alphanumeric characters for the name. Icon The following illustration shows the icon for a call flow. Example: call flow The following illustration shows a call flow for the call distribution of two topics to one agent group. User Manual CIE 3.3 TaskFlow Editor Meet the Task Flow Editor 27

28 flow In an flow, you specify how s are distributed in the VECTORS process. An flow can consist of labels, sources, distributors, collectors, destinations, connectors and macros. Sources, distributors, collectors, destinations, connectors and macros are linked with connections. You can select a specific group when creating an flow. You can create any number of flows. Name Each flow has an unambiguous name. You can use a maximum of 29 alphanumeric characters for the name. Icon The following illustration shows the icon for an flow. Macro With a macro you can use the frequently used processes several times in a call flow. You only have to create the macro once. A macro can consist of labels, sources, destinations and connectors. You cannot use a macro within a macro. Sources, destinations and connectors are linked with connections. A macro has a fixed number of input and exit connectors. You can create a maximum of 1,000 input connectors and 1,000 exit connectors for one macro. You can select a specific group when creating a macro. You can create any number of macros. Name Each macro has an unambiguous name. You can use a maximum of 29 alphanumeric characters for the name. Comment You can enter a comment for each macro. You can use a maximum of 254 alphanumeric characters for the comment. Icon The following illustration shows the icon for a macro. 28 Meet the Task Flow Editor User Manual CIE 3.3 TaskFlow Editor

29 What to avoid if you want to use a macro repeatedly If you want to use a macro repeatedly within a call flow, you must not use the following elements in the macro. Call Agent group Agent IVR script Announcement script External destination Time slot (for Integral Enterprise, I55 only) Voice mail You can use these elements in a macro. However, if you do so, you can only use this macro once in the same call flow. You can only use a macro in a task flow set once if the exit connector of a source is assigned in the macro. You can only use the elements in a macro that are not contained in the call flow you want to insert the macro in. No copying You cannot copy macros. How do you get information about the macro? If you double-click the active area of a macro, a list with the names of the call flows using this macro is displayed. If the macro is not used in a call flow the message <This macro is not used> is displayed. User Manual CIE 3.3 TaskFlow Editor Meet the Task Flow Editor 29

30 macro With an macro you can use the frequently used processes several times in an . You only have to create the macro once. An macro can consist of labels, sources, destinations and connectors. You cannot use another macro in an macro. Sources, destinations and connectors are linked with connections. An macro has a fixed number of input and exit connectors. You can create a maximum of 1,000 input connectors and 1,000 exit connectors for one macro. You can select a specific group when creating an macro. You can configure any number of macros. Name Each macro has an unambiguous name. You can use a maximum of 29 alphanumeric characters for the name. Comment You can enter a comment for each macro. You can use a maximum of 254 alphanumeric characters for the comment. Icon The following illustration shows the icon for an macro. What to avoid if you want to use an macro repeatedly If you want to use an macro repeatedly within an flow, you must not use the following elements in the macro. Agent group Agent External destination If you use these elements in an macro, you can only use this macro in an flow once. You can only use an macro in an flow once if the exit connector of a source is assigned in the macro. You can only use the elements in an macro that are not contained in the flow you want to insert the macro in. No copying You cannot copy macros. How can you obtain information about the macro? If you double-click the active area of an macro, a list with the names of the flows using this macro is displayed. If the macro is not used in an flow, the message <This macro is not used> is displayed. 30 Meet the Task Flow Editor User Manual CIE 3.3 TaskFlow Editor

31 Ports and connections Connections start at one port and end at another port. What is a port? All macros, sources, destinations and connecting units have ports. Ports can be either input connectors or exit connectors. The ports on the left side of an element are input connectors; the ports on the right are exit connectors. A port can be free, busy or busy in another task flow. Colors indicate the individual states. Ports are marked with numbers. Each port can only accommodate one connection. Element properties permitting, a new port is automatically created when you assign a connection to a port. What is a connection? The link between an input connector (port) and an exit connector (port) is called a connection. A line represents a connection graphically. You can only connect free ports. You cannot assign several connections to one port. What are corner points? For a clearer layout you can add corner points and colors to connections. Example of a task flow The following illustration shows a task flow. The grid is switched on in this example. User Manual CIE 3.3 TaskFlow Editor Meet the Task Flow Editor 31

32 Default task flow set You can make any task flow set the default task flow set. Why do you need a default task flow set? After a restart, the VECTORS process works with the default task flow set. What if there is no default call flow set? If you have not specified a default task flow set, no tasks are distributed when the CIE server is restarted. Only with an Integral Enterprise, I55 PBX does the PBX take over the call distribution (internal call distribution). Task flow script The VECTORS process can only process one task flow script. The task flow script provides the task flow set in a syntax similar to the C programming language. What happens when you activate a task flow set? When you activate a task flow set, the following actions are carried out: 1. The task flow set is checked. 2. The task flow set is converted into a task flow script. 3. The task flow script is stored in the database. 4. The VECTORS process is informed. 5. The VECTORS process works with the task flow script. What happens if errors are detected during the test? A task flow set is not activated if the test shows errors. An error occurs, for example, if you try to use a topic in a task flow set that was deleted in the Configuration module. Label You can label a call flow, an flow, a macro, or an macro with the labeling field. Properties You can enter up to 256 alphanumeric characters in the corresponding box. You can change the size of the input field. You can create any number of labels. Icon The following icon is used for labels. abc label 32 Meet the Task Flow Editor User Manual CIE 3.3 TaskFlow Editor

33 Trace Task The Trace Task element is used to output a task tag in the following form from the VECTORS process to TTrace with the category VEC_print. TaskTag name TaskTag value TaskTag You can select a TaskTag. Comment You can enter a comment for the Trace Task element. You can use a maximum of 254 alphanumeric characters for the comment. Icon The following icon is used for Trace Task. Sources Which sources you use depends on whether you are creating a call flow or an e- mail flow. Sources for call flow You can use the following sources in a call flow or macro. Application-specific topic for telephone calls Application-specific topic for voice mails Sources for flow You can use the following source in an flow or an macro. Application-specific topic for s What has to be done before you can use a source? To be able to use a source in a call flow, flow, macro, or macro, the source must have been configured with the configuration module. Comment You can enter a comment for a source. You can use a maximum of 254 alphanumeric characters for the comment. Topic as source You can use a topic as a source. You must select a configured topic. A topic as source has one exit connector. Icons for a topic as source The Task Flow Editor uses the following icons for topics. Application-specific topic for telephone calls Application-specific topic for voice mails Application-specific topic for s User Manual CIE 3.3 TaskFlow Editor Meet the Task Flow Editor 33

34 Overview of destinations Which destinations you use depends on whether you are creating a call flow or an flow. Destinations for call flows and macros You can use the following destinations in a call flow or macro. Agent group Telephone calls Agent External destination Release Personal contact Last Agent Current agent script IVR script IVR script (1 x announcement) Announcement script Announcement script (1 x announcement) Time slot (for Integral Enterprise, I55 only) Destinations for flows and macros You can use the following destinations in an flow or an macro. Agent group Agent External destination Personal contact Last Agent Current agent 34 Meet the Task Flow Editor User Manual CIE 3.3 TaskFlow Editor

35 Destinations for chat flow and chat macro You can use the following destinations in a chat flow or a chat macro. Agent group Chat Prerequisite Agent Personal contact Last Agent Current agent Chat script Chat script (1x announcement) Please note that the destinations (apart from Release) must have been configured in the configuration module. User Manual CIE 3.3 TaskFlow Editor Meet the Task Flow Editor 35

36 Agent group as destination You can use an agent group as a destination. You have to select an agent group. An agent group can have a maximum of 1,000 input connectors. You have to select an agent group when inserting this destination in a call flow or flow. Comment You can enter a comment. You can use up to 254 alphanumeric characters for the comment. Sort agents by You can sort the agents according to idle times, priority or skills. The agents are listed and assigned according to the sorting criteria and the sorting direction. For further information please refer to the topic Sorting Determine sort order for topic You can determine the sorting order for skills per topic. For further information please refer to the topic Sorting Icon: Agent group as destination The following icon is used for an agent group in the Task Flow Editor. Telephone calls as destination You can use a telephone call as a destination. You must select a telephone call. A telephone call can have a maximum of 1,000 input connectors. You have to select a telephone call when inserting this destination in a call flow. Comment You can enter a comment. You can use up to 254 alphanumeric characters for the comment. Icon: Telephone call as destination The following icon is used in the Task Flow Editor for a telephone call as a destination. 36 Meet the Task Flow Editor User Manual CIE 3.3 TaskFlow Editor

37 as destination You can use an as a destination. You have to select an . An e- mail can have a maximum of 1,000 input connectors. You have to select an when inserting this destination in an flow. Comment You can enter a comment. You can use up to 254 alphanumeric characters for the comment. Icon: as destination The following icon is used in the Task Flow Editor for an as a destination. Agent as destination You can use an agent as a destination. You must select an agent. An agent can have a maximum of 1,000 input connectors. You have to select an agent when inserting this destination in a call flow or e- mail flow. Comment You can enter a comment. You can use up to 254 alphanumeric characters for the comment. Icon: Agent as destination The following icon is used in the Task Flow Editor for an agent. External destination as destination You can use an external destination as a destination. An external destination can have a maximum of 1,000 input connectors. You have to configure external destinations with the configuration module. An external destination can be a destination within the PBX or outside of it. Pay attention to the delay time of external destinations. The delay time determines the length of time during which the destination is blocked for task flow processing if the destination is busy. A delay time is set for each destination with the configuration module. You have to select an external destination when inserting this destination in a call flow. Comment You can enter a comment. You can use up to 254 alphanumeric characters for the comment. Icon: External destination as destination The following icon is used in the Task Flow Editor for an external destination. User Manual CIE 3.3 TaskFlow Editor Meet the Task Flow Editor 37

38 Release as destination You can use the Release process as a destination. The Release element has one input connector. What does Release mean? Release means that the connection is cleared. Icon: Release as destination The following icon is used in the Task Flow Editor for Release. Personal contact as destination A personal contact as a destination has one input connector. What does a personal contact do in a call flow? A call is distributed to a personal contact if the customer recognition identifies the call and the call flow is configured accordingly. Several agents can be configured as the personal contacts for one customer. The first available agent (personal contact) in the list is assigned the call. A topic can also be configured as a personal topic. In this case, a call flow must also be defined for this topic. What does a personal contact do in an flow? An is distributed to a personal contact when the CIE system identifies an sender and the flow is configured accordingly. Several agents can be configured as the personal contacts for one customer. The first available agent (personal contact) in the list is assigned the . How do you configure personal contacts? Customers are configured in the configuration module. You can assign personal contacts to a customer. Icon: personal contact The following icon is used in the Task Flow Editor for a personal contact. 38 Meet the Task Flow Editor User Manual CIE 3.3 TaskFlow Editor

39 Last agent as destination You can use the last agent as a destination. Prerequisites The following prerequisites have to be met if you want to use the last agent as a destination. Topic In the configuration module, the routing must be configured appropriately for the topic. In the configuration module, a countdown (hold time) and a minimum contact time must be set for the corresponding topic in the Routing function. Number The number of the caller must be transmitted. What is Last agent? You can use last agent to connect a caller who calls back within the configured hold time to the same agent or to send an that arrives from the same sender within the hold time to the same agent. Telephone call Example: A caller talked to an agent and calls the same topic (e.g. Accounting) again later. If last agent is active the caller is reconnected to the same agent. If the agent is busy or is not signed on, the call is distributed as usual. Note: Even if the same caller calls another topic (e.g. Hotline) he is still reconnected to the same agent if the agent is signed on and available. The System-wide option for the Last agent function must also be selected in the Special settings of the configuration module. If the Topic-specific option is selected, the call is only distributed to the same agent if the caller dials in to the same topic. Example: An agent has received an . The customer sends another to the same topic (e.g. Accounting) at a later time. If Last agent is active the is distributed to the same agent. The agent must be signed on. If the agent is processing an , the is still distributed to him. Icon: last agent The following icon is used in the Task Flow Editor for last agent. User Manual CIE 3.3 TaskFlow Editor Meet the Task Flow Editor 39

40 How do you create a call flow set or set with last agent? The following instructions tell you how to create a task flow set using last agent. In the example, a call is first distributed to the Last agent first, then to the current agent, then to the personal contact and only after that to any available agent. 1. You use a hierarchical distributor in the call flow set. 2. You connect exit connector 1 to a last agent. 3. You connect exit connector 2 to a current agent if you are also using the CIE system for s. 4. You connect exit connector 3 to a personal contact so you can use customer recognition. 5. You use exit connector 4 for the usual distribution. Current agent as destination You can use current agent as a destination. Prerequisites In order to use the current agent function, this agent s address and number must be configured appropriately. What is the current agent? You can use the current agent function to connect a caller to an agent if this agent has received or is processing the customer s . The call is distributed to this agent. Icon: current agent The following icon is used in the Task Flow Editor for a current agent. How do you create a call flow set or set with current agent? The following instructions tell you how to create a task flow set using current agent. In the example, a call is first distributed to the Last agent first, then to the current agent, then to the personal contact and only after that to any available agent. 1. You use a hierarchical distributor in the call flow set. 2. You connect exit connector 1 to a last agent. 3. You connect exit connector 2 to a current agent if you are also using the CIE system for s. 4. You connect exit connector 3 to a personal contact so you can use customer recognition. 5. You use exit connector 4 for the usual distribution. 40 Meet the Task Flow Editor User Manual CIE 3.3 TaskFlow Editor

41 Script as destination You can use an script as a destination. You must select an script. An script can have a maximum of 1,000 input connectors. You have to select an script when inserting this destination in a call flow. The script is handled from the process UMRTaskserver. The process checks the text of the for appropriate words. As results TaskTags UM_ScanResult<n> (Example: UM_ScanResult1) are set with true or false. These TaskTags can evaluate in the Taskflow. Comment You can enter a comment. You can use up to 254 alphanumeric characters for the comment. Icon for a script as destination The following icon is used in the Task Flow Editor for a script. Chat script as destination You can use an chat script as a destination. You must select a chat script. You have to select a chat script when inserting this destination in a call flow. A chat script is configured in the modul Configuration. A chat script sent a configured test to the chat participant, eg. a greeting. The chat client shows a system message. Comment You can enter a comment. You can use up to 254 alphanumeric characters for the comment. Icon for a Chat script as destination The following icon is used in the Task Flow Editor for a Chat script. Chat script (1x announcement) as destination You can use an chat script (1x announcement) as a destination. You must select a chat script. You have to select a chat script when inserting this destination in a call flow. A chat script is configured in the modul Configuration. A chat script sent a configured test to the chat participant, eg. a greeting. The chat client shows a system message. Comment You can enter a comment. You can use up to 254 alphanumeric characters for the comment. Icon for a Chat script (1x announcement) as destination The following icon is used in the Task Flow Editor for a Chat script (1x announcement). User Manual CIE 3.3 TaskFlow Editor Meet the Task Flow Editor 41

42 IVR Script as destination You can use a IVR script as a destination. You must select a IVR script. A IVR script can have a maximum of 1,000 input connectors. You have to select a IVR script when inserting this destination in a call flow. If the script is free of cost, then a green triangle appears in the symbol. Comment You can enter a comment. You can use up to 254 alphanumeric characters for the comment. Icon for a IVR script as destination The following icon is used in the Task Flow Editor for a IVR script. IVR script (1x announcement) as destination You can use a IVR script (1x announcement) as a destination. You must select a IVR script. A IVR script (1x announcement) can have a maximum of 1,000 input connectors and 1 exit connector. A IVR script (1x announcement) has one Error-exit connector. There are 10 channels available for the VoiceControl. When no channels are available and the IVR script has yet not been played, the system distributes on the Error-exit connector. Is the Error-exit connector not assigned, the system distributes on the one exit connector. You have to select a IVR script when inserting this destination in a call flow. If the script is free of cost, then a green triangle appears in the symbol. Configuration Please refer to the Online help for the Configuration module for what to observe when configuring a 1x (one-time) announcement. Comment You can enter a comment. You can use up to 254 alphanumeric characters for the comment. Icon: IVR script (1x announcement) as destination The following icon is used in the Task Flow Editor for a IVR script (1x announcement). Announcement script (DSPF) as destination You can use a DSPF script as a destination. You must select an announcement script. An announcement script can have a maximum of 1,000 input connectors. You have to select an announcement script when inserting this destination in a call flow. If the script is free of cost, then a green triangle appears in the symbol. Comment You can enter a comment. You can use up to 254 alphanumeric characters for the comment. Icon for an announcement script as destination 42 Meet the Task Flow Editor User Manual CIE 3.3 TaskFlow Editor

43 The following icon is used in the Task Flow Editor for an announcement script (DSPF). User Manual CIE 3.3 TaskFlow Editor Meet the Task Flow Editor 43

44 Announcement script (1x announcement) as destination You can use an announcement script (1x announcement) as destination. You must select an announcement script. An announcement script (1x announcement) can have a maximum of 1,000 input connectors and 1 exit connector. You have to select an announcement script when inserting this destination in a call flow. If the script is free of cost, then a green triangle appears in the symbol. Configuration Please refer to the Online help for the Configuration module for what to observe when configuring a 1x (one-time) announcement. Comment You can enter a comment. You can use up to 254 alphanumeric characters for the comment. Icon: announcement script (1x announcement) as destination The following icon is used in the Task Flow Editor for an announcement script (1x announcement). Time slot as destination (for Integral Enterprise, I55 only) You can use a time slot as a destination. A time slot can have a maximum of 1,000 input connectors. You have to select a time slot when inserting this destination in a call flow. Comment You can enter a comment. You can use up to 254 alphanumeric characters for the comment. Icon for a time slot as destination The following icon is used in the Task Flow Editor for a time slot. 44 Meet the Task Flow Editor User Manual CIE 3.3 TaskFlow Editor

45 Overview of connecting units For the Task Flow Editor, there is a license called Feat_CIE-CC_extUI. This license enables an advanced mode for the Taskflow Editor. You must have this license to use the following elements. Logic Equal distributor Cyclic distributor If you do not have the license or the Advanced mode privilege, you cannot open task flow sets with these elements. You can use the following connecting units in a call flow, an flow, a macro, or an macro. Logic (only call flow) Check Time Periods Skill reduction Wait time exceeded Longest wait time exceeded Number of calls/ s exceeded Queue full Minimum number of signed on agents exceeded Available agents fulfill the skill Signed-on agents fulfill the skill New call filter Task tag filter Prioritized distributor Equal distributor Cyclic distributor Equal collector Additional topics for connecting units Please note the context between the following topics and connecting units. Sorting Condition Task Tag Operation User Manual CIE 3.3 TaskFlow Editor Meet the Task Flow Editor 45

46 Logic This element is only available if the user has the Advanced mode privilege and the Feat_CIECC_extUI license is available. You can use a logic unit for a connection. A logic unit has one input connector and two exit connectors. Distribution to the exit connectors depends on the conditions defined for the logic unit. In a logic, you can specify that a certain task tag operation is executed, depending on the distribution to the Y- or N-exit connector. You can create any number of logics. A logic can used in a call flow or a macro (not for ). Name Each logic element has an unambiguous name. You can use a maximum of 29 alphanumeric characters for the name. Do not use the sting "_1x" at the end of the name. You are not allowed to use IVRScript1xReady as the name of a logic element. Comment You can enter a comment for logic. You can use a maximum of 254 alphanumeric characters for the comment. Icon The following icon is used in the Task Flow Editor for a logic. Conditions With a condition you determine how the logic distributes a task. The task is distributed to the Y-exit connector if the condition is met. The task is distributed to the N-exit connector if the condition is not met. For further information please refer to: Condition Task Tag Operations With logics, you can specify TaskTag operations for the exit connectors. For further information please refer to: Task Tag Operation 46 Meet the Task Flow Editor User Manual CIE 3.3 TaskFlow Editor

47 Distribution lists You can use the following distributors in a task flow or a macro: Prioritized Equal Cyclic The Equal distributor and Cyclic distributor elements are only available if the user has the Advanced mode privilege and the Feat_CIECC_extUI license is available. There are three different types of distributors: prioritized, non-prioritized (equal), and cyclic. Every distributor has one input connector and a maximum of 1,000 exit connectors. You can use any number of distributors. Name Each distributor has an unambiguous name. You can use a maximum of 29 alphanumeric characters for the name. Comment You can enter a comment for a distributor. You can use a maximum of 254 alphanumeric characters for the comment. Prioritized With a distributor, you can distribute a connection to several destinations. The distribution is done hierarchically. This means that you determine the order with the numbers of the exit connectors. 1 means priority 1 (highest), 2 means priority 2 (lower than 1), 3 means priority 3 (lower than 2), etc. Icon for prioritized The following icon is used in the Task Flow Editor for a prioritized distributor. Equal With a distributor, you can distribute a connection to several destinations. The distribution is done according to probability. Any free destination is seized. The numbers of the exit connectors do not denote an order. If, for example, three destinations are idle, the call might be distributed to destination 2. The order of the distribution cannot be calculated. Icon for equal The following icon is used in the Task Flow Editor for an equal distributor. User Manual CIE 3.3 TaskFlow Editor Meet the Task Flow Editor 47

48 Cyclic With a distributor, you can distribute a connection to several destinations. The distribution is done cyclically. Cyclic means that the exit connectors are used in turn. If there are three exit connectors the first call is distributed to exit connector 1, call two to exit connector 2, call three to exit connector 3, call four again to exit connector 1, etc. Icon for cyclic The following icon is used in the Task Flow Editor for a cyclic distributor. 48 Meet the Task Flow Editor User Manual CIE 3.3 TaskFlow Editor

49 Check time periods You can select Check time periods as a connecting unit. Check time periods has one input connector and one Yes-exit connector and one No-exit connector each. The Yes-exit connector is used if the condition is fulfilled. Otherwise, the No-exit connector is used. You have to select a Check time periods when inserting this connecting unit in a call flow or flow. The date format corresponds to the short time format set by Windows users. The time format corresponds to the time format set by Windows users. Interpreting the data entered Condition (Date && Time && (Day of week Day of week)) Breaks blocked periods) The date, time, and day of the week form a common block. They are linked with a logical AND, whereby the selected day of the week is linked with a logical OR. The remaining two blocks, breaks and blocked periods, are linked with a logical OR. Yes-exit connector The message is distributed to the Yes-exit connector When either the date and the time and the day of the week correspond to the current time or When the day of the week corresponds to the current day of the week or When the break (option active) corresponds to the current time or When the break (option inactive) does not correspond to the current time or When the blocking time (option active) corresponds to the current time or When the blocking time (option inactive) does not correspond to the current time Name Enter a title for the Check time periods element. Date You can enter the short form of the date. The correct format will be added automatically. Time You can enter the short form of the time. The correct format will be added automatically. Weekdays Select one or more weekdays on which the Check time periods element will be started. User Manual CIE 3.3 TaskFlow Editor Meet the Task Flow Editor 49

50 Time off As an option, select whether breaks will not be used or whether they will be active or inactive. Blocked periods As an option, select whether blocked periods will not be used or whether they will be active or inactive. Comment You can enter a comment. You can use up to 254 alphanumeric characters for the comment. Icon for Check Time Periods The following icon is used in the Task Flow Editor for Check time periods. Change TaskTag Use the Change TaskTag element to change a TaskTag. You can select a Change TaskTag element as a connecting unit. TaskTag Click and select a TaskTag. You can only select a user-defined TaskTag. Operation You can execute the following operations. Operation Explanation = Assigns the value specified in the value field to the TaskTag. += Adds the value specified in the value field to the TaskTag. lower upper Converts the TaskTag string to lower-case letters. Converts the TaskTag string to upper-case letters. Execute only after successful assignment You can select whether the operation is only executed after successful assignment. Value Specifies a value. If you select lower or upper as an operation, you cannot enter a value. Comment You can enter a comment. You can use a maximum of 254 alphanumeric characters for the comment. Symbol for change TaskTag The following symbol is used in the TaskFlow Editor for a Change TaskTag element. 50 Meet the Task Flow Editor User Manual CIE 3.3 TaskFlow Editor

51 Change skill Use the Change skill element to change a skill. You can select a Change skill element as a connecting unit. Skill Click and select a skill. Operation You can execute the following operations. Operation Explanation = Assigns the value specified in the value field to the skill. += Adds the value specified in the value field to the skill. lower Converts the skill string to lower-case letters. upper Converts the skill string to upper-case letters. Value Specifies a value. If you select lower or upper as an operation, you cannot enter a value. Comment You can enter a comment. You can use a maximum of 254 alphanumeric characters for the comment. Symbol for Change skill The following symbol is used in the TaskFlow Editor for a Change skill element. Skill reduction With the skill reduction element, you can reduce a skill. You can specify the number of seconds after which a skill is reduced by a defined value. You can select skill reduction as a connecting unit. You have to select a skill reduction when inserting this connecting unit in a call flow or flow. Skill Click the button and select a skill. Reduce skill every x seconds by a % value In the two fields, enter the number of seconds after which the skill should be reduced by a specific percentage. User Manual CIE 3.3 TaskFlow Editor Meet the Task Flow Editor 51

52 Value range Value From To Seconds ,000 % value Comment You can enter a comment. You can use up to 254 alphanumeric characters for the comment. Icon for skill reduction The following icon is used in the Task Flow Editor for skill reduction. TaskTrap A new task entered in the system is always evaluated in the Vectors process starting from its topic. When a task reaches a TaskTrap element, the task is selected there and further distributed as usual. However, the next time this task is evaluated, the task enters at the position of the corresponding TaskTrap element, rather than going through the TaskFlow starting at the beginning of the topic. Thus, it is possible to trap a task behind a specific location in the TaskFlow, thus disabling any modifying conditions before the TaskTrap element. Name You must enter a unique name in the CIE system for the TaskTrap element. You can use a maximum of 29 alphanumeric characters for the name. Comment You can enter a comment. You can use a maximum of 254 alphanumeric characters for the comment. Symbol for TaskTrap The following symbol is used in the TaskFlow-Editor for TaskTrap. 52 Meet the Task Flow Editor User Manual CIE 3.3 TaskFlow Editor

53 Wait time exceeded You can use this element to check whether the wait time of the call or under consideration is longer than the duration to be set here. You can use this element if the caller or should be handled differently after a certain wait time in the topic (e.g., sent to an overflow topic or an external destination). You can select wait time exceeded as a connecting unit. Wait time exceeded has one input connector and one Yes-exit connector and one No-exit connector each. The Yes-exit connector is used if the condition is fulfilled. Otherwise, the No-exit connector is used. You have to select wait time exceeded when inserting this connecting unit in a call flow or flow. Wait time in topic (mm:ss) > in call flow Enter the wait time. Value From To Wait time in topic (mm:ss) > minutes Wait time in topic (dd:hh:min) > in flow Enter the wait time. Value From To Wait time in topic (dd:hh:min) > 10 (minutes) 30 (days) Variable for wait time You can select a variable for the wait time. Object, tag and value are shown in a list. Variables are specified in the configuration module. 1. Click to select a variable. Comment You can enter a comment. You can use up to 254 alphanumeric characters for the comment. Icon for Wait time exceeded The following icon is used in the Task Flow Editor for wait time exceeded. User Manual CIE 3.3 TaskFlow Editor Meet the Task Flow Editor 53

54 Longest wait time exceeded The longest wait time exceeded element is used to check the wait times of all calls or s in the selected topic. The condition is fulfilled if the wait time of the longest waiting caller or in the topic exceeds the duration specified in this element. You can use this element if the caller or should be handled differently if the wait time is expected to be exceedingly long (e.g., sent to an overflow AG or an external destination). The longest wait time exceeded element is used to check the longest wait time of all calls in the selected topic. You can select longest wait time exceeded as a connecting unit. Longest wait time exceeded has one input connector and one Yes-exit connector and one Noexit connector each. The Yes-exit connector is used if the condition is fulfilled. Otherwise, the No-exit connector is used. You have to select a longest wait time exceeded when inserting this connecting unit in a call flow. Topic Click the Select button and select a topic. Wait time in topic (mm:ss) > in call flow Enter the wait time. Value From To Wait time in topic (mm:ss) > 0 (seconds) 120 minutes Wait time in topic (dd:hh:min) > in flow Enter the wait time. Value From To Wait time in topic (dd:hh:min) > 10 (minutes) 30 (days) Variable for wait time You can select a variable for the wait time. Object, tag and value are shown in a list. Variables are specified in the configuration module. 1. Click to select a variable. Comment You can enter a comment. You can use up to 254 alphanumeric characters for the comment. Icon for Longest wait time exceeded The following icon is used in the Task Flow Editor for longest wait time exceeded. 54 Meet the Task Flow Editor User Manual CIE 3.3 TaskFlow Editor

55 Number of calls/ s exceeded In the Number of calls/ s exceeded element, the number of calls or e- mails waiting in the selected topic is compared with the configured value. If the number of waiting calls or s is greater than the configured value, the condition is fulfilled. You can use this element if you want to limit the number of waiting calls or e- mails. In the number of calls/ s exceeded element, you can set a value at which the flow is distributed to the Yes-exit connector. You can select number of calls/ s exceeded as a connecting unit. Number of calls/ s exceeded has one input connector and one Yes-exit connector and one No-exit connector each. The Yes-exit connector is used if the condition is fulfilled. Otherwise, the No-exit connector is used. When inserting this connecting unit in a call flow or flow, you must select the number of calls/ s exceeded in the topic. Topic Click the Select button and select a topic. Number of calls/ s > Enter the number of calls or s. This value ranges from 0 to 100,000. Variable for number of calls/ s You can select a variable for the Number of calls/ s value. Object, tag and value are shown in a list. Variables are specified in the configuration module. 1. Click to select a variable. Comment You can enter a comment. You can use up to 254 alphanumeric characters for the comment. Icon for Number of calls/ s exceeded The following icon is used in the Task Flow Editor for number of calls/ s exceeded. Queue full In the Queue full element, the number of calls or s waiting in the topic is compared with the queue size. The size of the queue is determined by the number of agents signed on to the agent group under consideration and the queue factor. The queue factor is configured when the agent group is configured. If the number of calls or s waiting in the queue is greater than the product of the queue factor and the number of agents signed on to the AG, the Queue full and the condition is fulfilled. When the queue is full, the flow is distributed to the Yes-exit connector. You can select Queue full as a connecting unit. Queue full has one input connector and one Yes-exit connector and one No-exit connector each. The Yesexit connector is used if the condition is fulfilled. Otherwise, the No-exit connector is used. To have a full queue trigger a call or an the Queue full object has to be placed after the New call object. User Manual CIE 3.3 TaskFlow Editor Meet the Task Flow Editor 55

56 You have to select a Queue full when inserting this connecting unit in a call flow. Topic Click the Agent group Click the Comment button and select a topic. button and select an agent group. You can enter a comment. You can use up to 254 alphanumeric characters for the comment Icon for Queue full The following icon is used in the Task Flow Editor for Queue full. Minimum number of signed on agents exceeded When the value for the number of signed on agents in an agent group has been exceeded, the flow is distributed to the Yes-exit connector. You can select Minimum number of signed on agents exceeded as a connecting unit. Minimum number of signed-on agents exceeded has one input connector and one Yes-exit connector and one No-exit connector each. The Yes-exit connector is used if the condition is fulfilled. Otherwise, the No-exit connector is used. You have to select an agent group when inserting this destination in a call flow or flow. Agent group Click the Select button and select an agent group. Number of signed-on agents > Enter the number of signed-on agents. This value ranges from 0 to 100,000. In general, it is best to use single-digit values. Variable for number of signed on agents You can select a variable for the Number of signed on agents value. Object, tag and value are shown in a list. Variables are specified in the configuration module. Comment 1. Click to select a variable. You can enter a comment. You can use up to 254 alphanumeric characters for the comment. Icon for Minimum number of signed-on agents exceeded The following icon is used in the Task Flow Editor for Minimum number of signed-on agents exceeded. 56 Meet the Task Flow Editor User Manual CIE 3.3 TaskFlow Editor

57 Available agents fulfill the skill The Available agents fulfill the skill element is used to check whether at least one available agent who fulfills the skills required on the call or is present in the selected agent group. If an available agent is present, the condition is fulfilled. If the condition is not fulfilled, you can reduce the skill using the Skill reduction element, for example, until an agent fulfills the skill requirement. When an available agent fulfills the skill requirement, the flow is distributed to the Yes-exit connector. You can select available agents fulfill the skill as a connecting unit. Available agents fulfill the skill has one input connector and one Yes-exit connector and one No-exit connector each. The Yes-exit connector is used if the condition is fulfilled. Otherwise, the No-exit connector is used. You have to select available agents fulfill the skill when inserting this connecting unit in a call flow or flow. Agent group Click the Select button and select an agent group. Comment You can enter a comment. You can use up to 254 alphanumeric characters for the comment. Icon for Available agents fulfill the skill The following icon is used in the Task Flow Editor for available agents fulfill the skill. Signed-on agents fulfill the skill This element is used to check whether at least one agent who fulfills the skills required on the call or is available in the selected agent group. When a signed-on agent fulfills the skill requirement, the flow is distributed to the Yes-exit connector. You can select signed-on agents fulfill the skill as a connecting unit. Signed-on agents fulfill the skill has one input connector and one Yes-exit connector and one No-exit connector each. The Yes-exit connector is used if the condition is fulfilled. Otherwise, the No-exit connector is used. You have to select signed-on agents fulfill the skill when inserting this connecting unit in a call flow or flow. Agent group Click the Select button and select an agent group. Comment You can enter a comment. You can use up to 254 alphanumeric characters for the comment. Icon for Signed-on agents fulfill the skill The following icon is used in the Task Flow Editor for signed-on agents fulfill the skill. User Manual CIE 3.3 TaskFlow Editor Meet the Task Flow Editor 57

58 Filters Filters only allow those tasks through that satisfy the filter condition. Filters are used behind the prioritized distributors. Which filters you use depends on whether you are processing a call flow or an e- mail flow. Filters for call flow You can use the following filters in a call flow or macro. New call Task tag Filters for flow You can use the following filter in an flow or an macro. New call Task tag This element is used to check whether the call was new to the system. A call is new as long as it has not been distributed to an agent or external destination, an announcement has not yet been played for the caller, and as long as it has not been queued in a topic queue without an announcement. You can select new call as a connecting unit. You have to select new call when inserting this filter in a call flow. Nothing can be configured Note that you cannot and must not configure anything for a new call filter. Icon for New call The following icon is used in the Task Flow Editor for a new call. 58 Meet the Task Flow Editor User Manual CIE 3.3 TaskFlow Editor

59 Task tag You can select task tag as a connecting unit. You have to select task tag when inserting this filter in a call flow or flow. Task tag Click the Operation button and select a task tag. Click the arrow and select an operation. Comparison value Click the Value range button and select a comparison value. If the task tag is a number type, the value ranges from 0 to 100,000. Permissible operators depend on the data type of the skill: String data type ==! = contains (contains partial string) not contains (does not contain partial string) Comment Number data type ==! = <= < >= > You can enter a comment. You can use up to 254 alphanumeric characters for the comment. Icon for Task tag The following icon is used in the Task Flow Editor for a task tag. User Manual CIE 3.3 TaskFlow Editor Meet the Task Flow Editor 59

60 Collectors You can use collectors in a call flow, an flow, a macro, or an macro. With a collector, you can collect several topics that you want to handle the same way in the task flow, for example You can use as many collectors as you wish. Equal collector Name Each collector has an unambiguous name. You can use a maximum of 29 alphanumeric characters for the name. Comment You can enter a comment for a collector. You can use a maximum of 254 alphanumeric characters for the comment. Equal collector With a collector you can collect several sources and distribute them to one destination. A collector has a maximum of 1,000 input connectors and one exit connector. Icon The following icon is used in the Task Flow Editor for an equal collector. 60 Meet the Task Flow Editor User Manual CIE 3.3 TaskFlow Editor

61 Sorting For agent groups you can set the sorting order according to idle times, priority or skills. The agents are listed and assigned according to the sorting criteria and the sorting direction. You can also use task tags to sort the call list. As a general principle of sorting, the smallest number comes first when the order is ascending and the largest number comes first when the order is descending. Sorting criterion for agent groups: IdleTime You can sort the agents of an agent group according to idle times. Sorting direction Ascending Descending You can select ascending or descending order. Icons indicate the sorting direction. The sorting order is ascending. The agent with the shortest idle time is selected first, then the agent with the second shortest idle time, etc. The sorting order is descending. The agent with e.g. the longest idle time is selected first, then the agent with the second longest idle time etc. Sorting criterion for agent groups: Skills You can sorting the agents of an agent group according to skills. Sorting direction You can select ascending or descending order. Icons indicate the sorting direction. Ascending The sorting order is ascending. The agent with the lowest skill (20) is selected then the agent with the second lowest skill (30) etc. Descending The sorting order is descending. The agent with the highest skill (80) is selected, then the agent with the second highest skill (70), etc. Sorting criterion for agent groups: Skills per topic You can determine the sorting order for skills per topic. Sorting direction You can select ascending or descending order. Icons indicate the sorting direction. Ascending The sorting order is ascending. The agent with the highest skill is selected then the agent with the second highest skill etc. Descending The sorting order is descending. The agent with the lowest skill is selected then the agent with the second lowest skill etc. User Manual CIE 3.3 TaskFlow Editor Meet the Task Flow Editor 61

62 Sorting criterion for agent groups: Priority You can sort the agents of an agent group according to priority. Sorting direction Ascending Descending You can select ascending or descending order. Icons indicate the sorting direction. The sorting order is ascending. The agent with the highest priority (1) is selected then the agent with the second highest priority (2), etc. The highest priority corresponds to the smallest number. The sorting order is descending. The agent with the lowest priority (5) is selected then the agent with the second lowest priority (4), etc. 62 Meet the Task Flow Editor User Manual CIE 3.3 TaskFlow Editor

63 Condition You need conditions with Logic elements. In conditions, you use keywords, operators, task tags, and variables. You can create predefined conditions. What is a condition? With a condition, you determine how a logic element distributes a task. The task is distributed to the Y-exit connector if the condition is met. The task is distributed to the N-exit connector if the condition is not met. What are keywords? Keywords are not a condition. Keywords are values defined in the CIE system that can be linked with logic, arithmetic, or comparison operations in a condition. Keywords in a condition The question mark (?) in a keyword represents the corresponding object. For q(?).callsinqueue the question mark stands for the topic. Object You can also use IN, OT, and OF for the question mark. IN points to the object of the input connector. OT points to the object of the Y-exit connector (out true). OF points to the object of the N-exit connector (out false). Topic You can specify a topic. The task type appears in square brackets [ ]. [voice] task type: Telephony [ ] task type: Conditions The following table lists all available conditions. The term Keywords is used for these conditions in the Task Flow Editor. Terms Description Topic- specific (q) q(?)[].callsinqueue Number of calls/ s in the topic queue q(?)[].taskstodistribute Number of calls/ s in topic to be distributed (new and in queue) q(?)[].averagewait Average wait time in seconds q(?)[].maxwait Maximum wait time of all calls/ s of the connected topic in seconds q(?)[].queueprio Priority (from Config.; will be c.queueprio) q(?)[].blocked Blocked period is active (1/0). (Example: q(in).blocked == 1 ) Voic - specific (vumsgq) vumsgq(?)[voice].nvoicemsg Number of voice mails vumsgq(?)[voice].ttotvoicemsg Total number of speech time of voice mails User Manual CIE 3.3 TaskFlow Editor Meet the Task Flow Editor 63

64 Collector- specific (vumsgq) p(?)[].callsinqueue p(?)[].taskstodistribute p(?)[].averagewaitg p(?)[].maxwait Agent-group- specific (ag) ag(?)[].loggedon ag(?)[].free() ag(?)[].averagecallsperhour Number of calls/ s in the wait queue Number of calls/ s on the collector waiting to be distributed (new and wait queue) Averrage wait time in seconds Maximum wait time of all calls/ s of the topics connected to the collector in seconds Number of logged-on users Number of available agents Average number of calls per hour ag(?)[].averagespeechtime ag(?)[].queuefactor ag(?)[].processable ag(?)[].loggedonforskills IVR- specific (vusrc) vusrc(?)[voice].freeports vusrc(?)[voice].totalports Call-specific (c) c.tasktype Average conversation time in seconds with reference to the last hour Queue factor (must be entered in tenths, e.g., 1.0 -> 10) Number of agents signed on to the agent group who meet the skill requirement for the task type and who are available (free). Number of agents signed-on to the agent group meeting the skill requirement (no matter if idle or busy). Number of free ports Number of available ports Task type: Telephony: voice Internet: inet Total wait time in seconds Total time in the system in seconds Wait time for this topic in seconds Number of transfers Total ring time in seconds Total conversation time in seconds Total hold time in seconds Position in queue Priority of the selected topic Selected topic, e.g., Hotline c.waittotal c.timetotal c.waitthisqueue c.nooftransfers c.ringtotal c.speechtotal c.holdtotal c.positioninqueue c.queueprio c.dailledtopic c.lasttopic Topic via which the task (e.g., call, e- mail) was last routed. c.nprocessed Number of distributions by external call distribution. c.announcetime Time in seconds an announcement has been playing. The value is 0 if no announcement is running. c. xyz Task tag, e.g., xyz 64 Meet the Task Flow Editor User Manual CIE 3.3 TaskFlow Editor

65 Skill Functions reduceallskillspc(?) reduceallskillsabs(?) setallskills(?) printallskills(?) Time-specific (t) t.timeofday t.cdate Reduces all skills for a task to a percentage value. (Always returns true.) Reduces all skills for a task to an absolute value. (Always returns true.) Sets all skills for a task to an absolute value. Displays all skills in a task in TTRACE. Optional parameter '?' is displayed as additional information in TTRACE. TT category VEC_print is required. (Always yields true) Time of day in format hh:mm:ss. Date in format yyyy/mm/dd, e.g., 2004/05/01. (The initial zero is essential in all cases!) t.date Out of date: Use t.cdate for date comparison. (Date in format "mm/dd/yy" e.g. "08/20/97") t.gmt Number of seconds since (UTC) t.hour Hour (0 to 23) t.minute Minute (0 to 59) t.second Second (0 to 59) t.dayofmonth Day of the month (1-31) t.dayofweek Day of week (0 to 6; 0=Sunday) t.month Month (1 to 12; 1=January) t.year Year (four-digit; e.g. 1996) t.holiday Holiday (1=Yes, 0=No) IVR- specific (vusrc) vusrc(?)[voice].freeports Number of free ports vusrc(?)[voice].totalports Number of available ports Functions print("?", <LogicExpression>) Yields the result of the logic expression (<LogicExpression>) and displays this together with the preset '?' in TTRACE. TT category VEC_print is required. print("?", <ArithmeticExpression>) Yields the result of the arithmetic expression(<arithmeticexpression>) and displays this together with the preset '?' in TTRACE. TT category VEC_print is required. print("?", <StringExpression>) Yields the string of the expression (<StringExpression>) and displays this together with the preset '?' in TTRACE. TT category VEC_print is required. agentloginstate(? ) Example: agentloginstate(c.""laragentid"") > als_loggedoff Return value: als_loggedoff=1, als_loggedin=2, als_loggedintoacd=3, als_pause=4 Returns the login status of the with? selected agent.? must be a string, either the agent system name or the agent User Manual CIE 3.3 TaskFlow Editor Meet the Task Flow Editor 65

66 agentworkingstate(? ) Example: agentworkingstate(""agent1"") == aws_free Return values: aws_free=2 Returns the working state of the with? selected agent.? must be a string, either the agent system name or the agent id. 66 Meet the Task Flow Editor User Manual CIE 3.3 TaskFlow Editor

67 Operators in a condition The following table lists all available operators. Operators Explanation Logic && Logical AND Logical OR Arithmetic + Plus - Minus * Multiply / Divide % Modulo & Arithmetic AND Arithmetic OR ( Open parenthesis ) Close parenthesis Comparison == Equal!= Not equal to < Less than <= Less than or equal to > Greater than >= Greater than or equal to Strings + Links words (e.g. "Call"+"Center" becomes "CallCenter") == Lexicographic comparison of words for equal (e.g. "" is correct.!= Lexicographic comparison of words for not equal (e.g. "CallCenter"!="Callcenter" is correct) < Lexicographic comparison of words for smaller (e.g. "" is correct). <= Lexicographic comparison of words for smaller (e.g. "" is correct). > Lexicographic comparison of words for greater (e.g. "" is correct. >= Lexicographic comparison of words for greater or equal (e.g. "" is correct). ~ Lexicographic word comparison contains a part (e.g. "callcenter" ~ "Center" is correct). # Lexicographic word comparison contains a part (not case-sensitive) (e.g. "callcenter" # "CENTER" is correct). containsstring Lexicographic word comparison contains a part (e.g. (<string>, containsstring( callcenter, Center is true) <searchstring >) containsstring _i(<string>, <searchstring >) Lexicographic word comparison contains a part (not case-sensitive) (e. g. containsstring_i( callcenter, CENTER is true) String functions Upper(?) Converts a string to capital letters (e.g. upper(test) returns TEST) Lower(?) Converts a string to small letters (e.g. lower (Test) returns test) Task tags in a condition You can use task tags in a connection. A list of names, types, data types, and precisions of all task tags is provided. Task tags are specified in the configuration module. User Manual CIE 3.3 TaskFlow Editor Meet the Task Flow Editor 67

68 Variables in a condition You can use variables in a condition. Object, tag and value are shown in a list. Variables are specified in the configuration module. Example of a condition You can use conditions with a variety of keywords and operators. The following example explains the syntax of a condition. t.dayofweek!= 0 The keyword t.dayofweek checks the current day of the week. (0 through 6, 0 = Sunday).!= (not equal to) is used as a comparison operator. The condition is met (Y), if the weekday is not a Sunday (0). 68 Meet the Task Flow Editor User Manual CIE 3.3 TaskFlow Editor

69 Task Tag Operation You set task tag operations with logics. What are task tag operations? With logics you determine the exit connectors for task tag operations. Every logic has a Yes and a No exit connector. A task tag operation consists of a task tag and an operator. You can change the value of a task tag with a task tag operation. You can select task tags of the types System and User. Please keep in mind that it is not advisable to change System task tags. Default settings of user-type task tags One of the following data types can be configured for a task tag. Data type String "" Number 0 Available operators Default The following operators are available. It is distinguished between operators that are only executed when the task is assigned successfully, and operators that are executed as soon as the assignment is made. Operators that are executed only after the call was successfully assigned Operator Explanation Example = Assigns a value to the task tag. TaskTag = 3 += Adds a value to the task tag. TaskTag += 3 -= Subtracts a value from the task tag. TaskTag -= 3 *= Multiplies a value by the task tag. TaskTag *= 3 /= Divides the task tag by a value. If you divide by zero (0) the result is 0. TaskTag /= 3 %= Modulo operation for a task tag. TaskTag %= 2 ++ Increases the task tag by the value 1. TaskTag Decreases the task tag by the value 1. TaskTag -- User Manual CIE 3.3 TaskFlow Editor Meet the Task Flow Editor 69

70 Operators that are executed as soon as the assignment is made Operator Explanation Example := Assigns a value to the task tag. TaskTag := 3 :+= Adds a value to the task tag. TaskTag :+= 3 :-= Subtracts a value from the task tag. TaskTag :-= 3 :*= Multiplies a value by the task tag. TaskTag :*=3 :/= Divides the task tag by a value. If you TaskTag :/= 3 divide by zero (0) the result is 0. :%= Modulo operation for a task tag. TaskTag :%= 2 :++ Increases the task tag by the value 1. TaskTag :++ :-- Decreases the task tag by the value 1. TaskTag :-- How do you separate task tag operations? Multiple task tag operations for one exit connector are separated with commas. Searching for a certain task tag The Select task tag dialog shows a list of available task tags. This list can be rather large. You can use the search fields in the lower part of the dialog to find a certain task tag quickly. You can search for Name, Type, Data type, or resolution. Proceed as follows to find a certain task tag. 1. The Task tag dialog is open. You want to search for a certain name, e.g. a task of the type User with the name Duration. 2. Enter the search term in the left search field, e.g. Dura. The first entry found matching the search term is selected in the list. When are the task tag operations executed? The operators used determine when a task tag operation is executed. Task tag operation with operators that are only executed after the call was successfully assigned The task tag operation is only executed as soon as the call reaches a destination successfully. An example explains how the task tag operation is executed. Example: In a logic, the task tag Xyz is incremented (+1). The task tag operation is only recorded for the call. The task tag operation is executed as soon as the call is successfully assigned to a destination. This means that the task tag is then attached to the call and the respective operation is executed (task tag Xyz + 1). Task tag operation with operators that are executed as soon as the assignment is made The task tag operation is executed immediately. You can thus have a logic B after a logic A and evaluate the task tag operation used in logic A in a condition in logic B. 70 Meet the Task Flow Editor User Manual CIE 3.3 TaskFlow Editor

71 Creating a task flow set Creating a task flow set To edit a task flow set with the Task Flow Editor, you must create a new task flow set or open an existing set. Create Proceed as follows to create a task flow set. 1. Select the New command from the Task flow set menu. The Create task flow set dialog opens. 2. Enter a name for the task flow set, e.g., Example ACD. Your user name is automatically entered as author. You can change this entry. 3. Protect your task flow set with a password to prevent unauthorized access. Thus, only users with the appropriate privileges and knowledge of the password can edit the task flow set. Enter e.g. ACD as password. The input is case-sensitive. 4. Repeat the password ACD. 5. You can enter a comment for the task flow set. Enter the description in the comment box. 6. Click OK to confirm the entries. The task flow set dialog appears. The title bar shows the name of the task flow set, Example ACD. User Manual CIE 3.3 TaskFlow Editor Creating a task flow set 71

72 Example for a created task flow set The following illustration shows an example task flow set. ACD is the name of the Set. The task flow set appears as a tab. The List of symbols tab provides the icons for all elements you can use in a task flow set. 72 Creating a task flow set User Manual CIE 3.3 TaskFlow Editor

73 Creating a group For a clear layout you can create several groups in a task flow set. In this example you create the group Grp1. You can insert any number of task flows or macros in a group. You are not allowed, however, to create a group within a group. Create Proceed as follows to create a group. 1. Select New Group from the Edit menu. 2. Enter e.g. Grp1 as group name. 3. Click OK. The group with the name Grp1 appears in the task flow set. Example for a created group The following illustration shows a task flow set with a group. The name of the group is Grp1. User Manual CIE 3.3 TaskFlow Editor Creating a task flow set 73

74 Creating a call flow or flow In a call flow or an flow, a task distribution is graphically represented with elements and connections. Each call flow or flow has a name and can be a part of a group. A call flow or flow is represented in a task flow set by an icon and appears in a separate window of the Task Flow Editor. Scroll bars are available if necessary. Creating a call flow Proceed as follows to create a call flow. 1. Select New Call flow in the Edit menu. 2. Enter a name, e.g. Queue, for the call flow. 3. Select a group. The call flow is added to the selected group. 4. Click OK. The call flow named Queue is displayed in the task flow set. A call flow opens. Creating an flow Proceed as follows to create an flow. 1. Select New flow in the Edit menu. 2. Enter a name, e.g. Support, for the flow. 3. Select a group. The flow is added to the selected group. 4. Click OK. The flow named Support is displayed in the task flow set. An flow window opens. Example for a created call flow The following illustration shows the call flow. The title bar of the call flow window shows the name of the call flow. 74 Creating a task flow set User Manual CIE 3.3 TaskFlow Editor

75 Creating a Macro or Macro If you frequently use processes in a call flow, then you can create a macro for this. You only have to create the macro once. Creating a Macro Proceed as follows to create a macro. 1. Select New and Macro in the Edit menu. 2. Enter a name, e.g. Macro1, for the macro. 3. Select a task flow group or (none). 4. Click OK. The macro with the name Macro1 appears. 5. Insert the required symbols. 6. Click Save. Creating an Macro Proceed as follows to create an macro. 1. Select New and Macro in the Edit menu. 2. Enter a name, e.g. Macro1, for the macro. 3. Select a task flow group or (none). 4. Click OK. The macro with the name Macro1 appears. 5. Insert the required symbols. 6. Click Save. Example of a Created Macro The following illustration is an example of a macro. The macro is called OutOfOffice-Control. User Manual CIE 3.3 TaskFlow Editor Creating a task flow set 75

76 Inserting a Macro or Macro into a Call Flow You can insert a macro or macro into a call flow with drag and drop. Warning With drag and drop of a macro you must click the Marco symbol or the Macro symbol and hold it down and then drag it into the call flow. If you click on the text next to the symbol and try to drag the macro to the call flow it will not work. To insert a macro or an macro into a call flow, proceed as follows. 1. In the respective tab, click the Macro symbol or the Macro symbol. 2. Hold down the left mouse button and drag the Macro symbol or the Macro symbol into the call flow window. 3. Release the left mouse button. The Macro dialog opens. 4. You can enter a comment. 5. Click OK. Example of a Call Flow with a Macro The following illustration shows a call flow with a macro. 76 Creating a task flow set User Manual CIE 3.3 TaskFlow Editor

77 Changing size and position of the windows You can customize the size of task flow set window and call flow or flow window. You can choose between overlapping (cascading) and tiled window presentation. Changing the size of a window Proceed as follows to change the size of a window. 1. Point the mouse pointer to a corner. The pointer changes its icon. 2. Left-click a corner of the window, keeping the mouse button depressed. 3. Drag the corner to its new position. 4. Release the mouse button. Arranging the windows Proceed as follows to arrange the windows. Cascading or 1. Select Cascade from the Windows menu. The windows are arranged in overlapping form. Tiled or 1. Click. The windows are arranged in overlapping form. 1. Select Arrange from the Windows menu. The windows are tiled. 1. Click. The windows are tiled. User Manual CIE 3.3 TaskFlow Editor Creating a task flow set 77

78 Example for cascading windows The following illustration shows two cascading call flow windows. Example for tiled windows The following illustration shows two tiled call flow windows. 78 Creating a task flow set User Manual CIE 3.3 TaskFlow Editor