Configuring the Start Automation task

Last Updated : Nov 30, 2023 |

About this task

You can create a copy of the OneCloud Voice workflow and add a second Start Automation task to the canvas between the first Start Automation and Connect Agent tasks. The second Start Automation task that you add checks if the customer is eligible to receive a callback. If the EWT is between the minimum and maximum threshold values you configure, the customer receives a callback offer before the call is queued. The customer can select whether to receive a callback or to keep waiting in the queue while connecting to an agent.

Procedure

  1. On the canvas, click the Start Automation task.

    Orchestration displays the Properties pane at the side of the screen.

  2. In the Label field, type a name for the second Start Automation task.

    For example, Callback Offer.

  3. In the Add short description field, type a description for the second Start Automation task.

    For example, Offer callback if EWT is between the minimum and maximum threshold values.

  4. In the Self Service Flows list, select the self-service flow you created in Automation.
  5. In the Input Variables, in the CallingNumber list, click the Add Variable icon and click Cache Variables > startEvent > callingNumber.

    The variable is displayed as follows:

    cache.startEvent.callingNumber

  6. In the Input Variables section, in the CalledNumber list, click the Add Variable icon and click Cache Variables > startEvent > dialledNumber.

    The variable is displayed as follows:

    cache.startEvent.dialledNumber

  7. In the Input Variables section, in the queues list, click the Add Variable icon and click Cache Variables > serviceAttributes > queues.

    The variable is displayed as follows:

    cache.serviceAttributes.queues

  8. In the Input Variables section, in the attributeList list, click the Add Variable icon and click Cache Variables > serviceAttributes > attributeList.

    The variable is displayed as follows:

    cache.startEvent.attributeList