CM - Add a New Call Flow

Channel Monitoring (CM) Call Flows are the primary templates for testing voice call routing, be that a simple call to a SIP DN or a call that navigates through an IVR with DFMT and speech recognition functionality and finaling connecting to a contact centre agent.

A Channel Monitoring Call Flow defines the different Stages in which a call will execute against the system that is being tested.

1. Select Channel Monitoring > Call Flows from the Workbench top navigation bar.
   1. The Call Flow Summary page is presented
2. Click the Add Call Flow button above the Call Flow data-table list to create a new Call Flow.
   1. The Channel Monitoring - Call Flows Edit page will be displayed; see example screen below
3. Enter a unique name in the Call Flow Name field - i.e. "TEST_2999_to_RP_8001" - to optimize sorting use either upper or lower case but avoid using both
4. Select the Call Flow Application from the dropdown list - i.e. "WB_IO_Primary"
   1. This is the Workbench IO application that will initiate the CM test calls
   2. The Data-Center field will be auto populated based on the Data-Center of the WB IO application
5. The mandatory Start Call and End Call Stages are pre-populated in the Call Flow Stages list

Building the Call Flow

• To build a Call Flow that will test your specific routing requirement, simply drag and drop a Stage from the Stage Palette on the left into the Call Flow Stages list window.

• From within the Call Flow Stages list, click on a specific Stage to expand, display and edit it's properties; see the Send DTMF Stage example above.

• Call Stages can be reordered within the list by dragging them up/down to the desired location.

• Please see CM - Call Flow Stages section for the description and usage of each call stage.

• Perform the necessary Call Flow modifications to match the desired test of your call routing.

• Click the Save or Save & Close button.

Call Flow Edit Functionality

• The Cancel button cancels Call Flow Edit mode and redirects back to the Channel Monitoring Call Flow Summary page
• The Save button saves the current configuration and the user remains in edit mode
• The Save & Close button saves the current configuration and redirects the user back to the Channel Monitoring Call Flow Summary page
• The Green Tick icon on the Stage row indicates this Stage has been fully configured
• The Note with Pencil icon on the Stage row indicates this Stage has NOT been fully configured
  • As such this Call Flow will have a Draft State as opposed to a Ready State
• The Copy icon on the Stage row copies (below) this Stage
• The Red Delete icon on the Stage row deletes this Stage

Important

• Every Call Flow requires it's own dedicated SIP Server DN.
• For example if you plan to test 5 x Genesys SIP/GVP call flows then you will need 5 x SIP Server DN's for the Channel Monitoring Start Call Stage and it's associated Caller User property.