Overview: Create Call workflow module (Console)

This article explains the Create Call workflow module in Console.

In this article

Overview

The Create Call workflow module creates a phone call during workflow. This module can create two types of phone calls:

• Phone call to a customer (when configured to get customer details of an active or completed interaction)

• Phone call to a specific phone number (when configured to dial a specific number)

Additionally, you can configure this module to create a call where the recipient either speaks to an automated voice system or a live agent in a queue.

Use case

Visual breakdown

Exterior structure

Interior structure

Refer to the graphic below to learn more about the important features of the interior structure of the Create Call module.

• Label: At the top of the image, the Label field allows you to title the module. This title can be seen from the workflow overview and acts as a quick way to explain the purpose of this module at this point of the workflow.  

• To: The "To" type menu is where you select the number option that’s called. The menu options are: "Other", "Source Number", and "Current Interaction".

  1. • Other: The Other option allows you to enter a specific phone number to call. For example, use this option to add a specific person’s mobile phone.

     • Source Number: The Source Number option is where you create a call out to the number collected and/or set during the workflow session. This is the phone number for the person that initiates the workflow.

     • Current Interaction: The Current Interaction option is where you create a new, separate phone call within the currently active interaction between the queue user and customer. For example, if you need to only record one part of an interaction, like when grabbing a consent snippet, the queue user can run an embedded workflow that creates a new call between themself and the customer and have that call configured to record the conversation audio whereas the original phone call is not recorded. In this scenario, use this menu option to keep hosting the phone call within the same interaction experience.

• To number: The "To" number field populates when "Other" is selected in the To type menu. Enter the specific phone number Hammond calls each time the module is activated. 

• From: The "From" type menu is where you select which caller ID is displayed for the called party. The menu options include "Account Numbers" and "Inbound Number".

  1. 1. • Account Numbers: The Account Numbers option, when selected, populates the from number menu. This allows you to choose  any number on your account as the caller ID for the call. 

        • Inbound Number: The Inbound Number option sets the caller ID as the phone number that the customer called which activated the workflow experience. For example, if the customer sent an SMS message to 1-317-562-0417 and was offered to create a call to proceed with the workflow, the call they receive comes from that same phone number. 

• From number: The "From" number menu is where you select the phone number from your account as the caller ID, like your support team’s main phone number. This menu only populates if you have selected ‘Account Numbers’ from the From type menu. 

• Location: The Location menu is where you designate where the created call is hosted. The menu options are: "Current Location" or "New Location".

  1. 1. • Current Location: The Current Location option alerts Hammond to create a call between himself and the desired phone number that continues to be housed within the current workflow session.

        • New Location: The New Location option populates the Route Type and Route Data menus. These allow you to select where Hammond should build the call outside of the workflow. This option is commonly selected when a live person is required to resolve the interaction. For example, select this option when you want Hammond to create a call to a specific person’s extension/DID or a specific queue. The user that is selected is delivered the call once it’s created by Hammond, sending the call out of the workflow experience.

• Route Type: The Route Type menu allows you to select the location type for where the created call is sent. This menu is displayed when you select "New Location" from the Location menu.  The Route Type menu options include: "Extension", "External Number", "Queue", "Ring Group", "Workflows", "Line Group", "Conference", and "Custom Extension".

• Route Data: The Route Data menu allows you to select or enter the final destination for the created call once you’ve made a selection from the Route Type menu. For external, custom destinations, this area populates as a field for you to input the data for the final destination; custom route types are external numbers and custom extensions. For all internal, non-custom destinations, you can select from a list of destination options; these route types include extensions, queues, ring groups, workflows, and conferences. 

• Dial Timeout (seconds): The Dial Timeout (seconds) field allows you to define how long the call rings while trying to reach the dialed party. If the timeout period is reached and the call hasn’t yet connected to a person or voicemail box, Hammond automatically registers the call as an unsuccessful call and proceeds through the Failed branch for the workflow. This feature is useful to ensure the call doesn’t  continue to ring for an unknown period of time. 

• AMD (Automatic Machine Detection): The AMD toggle, when enabled (green), allows Hammond to monitor the connection of the created call to determine if it has reached either a person or a person’s voicemail. Depending on the call connection results, Hammond either moves the interaction through the Delivered branch (if a person is detected) or through the Failed branch of the module (if a voicemail box is detected).