Workflow Line Configuration

Workflow Lines execute assorted communication flows when activated by telephone keypad, text message, application interface, or schedule. A phone number is required to configure a Workflow Line if you wish to activate if by entering an alphanumeric code or sending a text message.

Step 1

Navigate to Manage Account via the profile menu.

Step 2

Select Phone Lines from the left-hand page navigation.

Step 3

From the Phone Lines page, click on the phone number that you wish to configure.

Step 4

Next, choose the line type. You can opt for Workflow, Message, Direct Connect, Cascade Connect or Interactive Voice. For this article, we will choose the Workflow option. Once selected, click Next.

Step 5

If you're setting your phone line up for the first time, you will now be prompted to name your phone line. You can optionally provide a description for the phone line. When done, click Next. If you're editing an already configured phone line, you can make any needed updates to the name and description.

Step 6

The Phone Line Greeting is what your caller will hear when they first call your phone number. You can use the default greeting or opt to record a custom greeting that provides the caller with additional information.

To set a custom greeting, decide how you would like to add a greeting. There are 3 available options:

1. Create a new greeting using text-to-voice. If opting for this method of adding a greeting, you'll be prompted to type your greeting as text. We will then run the text through a text-to-speech engine and allow you to preview your greeting before assigning it to the phone line.
2. Record a new greeting. In this instance, you'll be asked to provide a direct phone number where you can be called. The application will phone you and provide step-by-step instructions on how to record, preview and save your greeting.
3. Upload an audio file. If selecting this option, you will be able to upload a pre-recorded audio file for use as a greeting on your phone line.

Choose the method you'd like to use, follow the provided instructions and finish by assigning the desired greeting to the phone line. Once done, you can click the 'play' icon to verify that the correct greeting has been installed.

Step 7

Next, click Add a Workflow.

Provide a name and description for your workflow. This name will be seen and used by all users, so ensure that the name is logical. Set an alphanumeric code to allow the workflow to be activated by voice call or text message. You can use letters (A-Z) and/or numbers (0-9) to create a unique code for this workflow. RESQ, RTT1 and 1000 are all valid alphanumeric codes. Once done, click Save.

With our workflow framed in, let's get oriented. Section 1 shows the workflow name and description that we set earlier. Section 2 shows the selected phone number and alphanumeric code that will be used to activate your workflow via voice call or text message. Section 3 allows you to create a schedule that can activate a recurring workflow on a weekly or monthly basis. Section 4 allows you to add one or many actions to the workflow.

Step 8

Next you can add your desired action(s) to the workflow. You can choose to add notifications, conference calls and/or pager notifications. You can add one or many actions.

Adding a Notification

1. Select the group(s) that you would like to send your notification to. You can send to one or many groups.
2. For the purpose of this workflow, you can override the 'Off Duty' status of contacts. Tick the checkbox and the notification will be sent to any 'Off Duty' contacts when the phone line is activated.
3. Type your notification message. This can include URLs.
4. You can opt to add a file attachment to your notification. Any format is supported and will be uploaded to our servers. A shortened URL will be appended to your notification message. Clicking the link will allow the notification recipient to access the attachment.
5. If required, add a poll to your notification by making a selection from the dropdown menu. If you don't see any poll options, you'll need to create one first.
6. If you add a poll, the poll duration is how long the poll will be open and gathering responses for. The default value, set when you created you poll, will be shown. You can increase or decrease the duration as needed for this specific workflow.
7. Select the desired delivery methods for your notification. You can chose one or more of the available options. The delivery methods available to you will depend on how your account is configured.
8. You can resend a notification to those contacts who have not yet responded to a poll after a period of time has passed. Click the link to configure resend options.

Click Save when done.

Adding a Conference Call

1. Select the group(s) that you would like to place your call to. You can call one or many groups.
2. For the purpose of this workflow, you can override the 'Off Duty' status of contacts. Tick the checkbox and the call will be initiated to any 'Off Duty' contacts when the workflow is activated.
3. Optionally, you can first try your call to all 'On Duty' contacts. If no one answers, Connect Rocket can retry the call, including all of the 'Off Duty' contacts in the selected group(s).
4. If you choose to add a conference introduction, the entered text will be spoken when a call recipient picks up the conference call - providing immediate context for the nature of the call.
5. If your account includes at least one phone line, you can choose to allow anyone initiating a workflow by telephone keypad to join the conference call directly, even if they aren't a contact in the group(s) being called.
6. If you have at least one available phone line, you can choose which number the conference call should be initiated from.

Click Save when done.

Adding a Pager Notification

1. Select the group(s) that you would like to send your page to. You can send to one or many groups.
2. For the purpose of this workflow, you can override the 'Off Duty' status of contacts. Tick the checkbox and the page will be sent to any 'Off Duty' contacts when the workflow is activated.
3. Enter the message you wish to send via page. Valid characters include: any digit (0-9), '#' and '*'. You can add a 'w' to insert a half second pause.

Click Save when done.

Step 9

Once you have added all of your desired actions, your Workflow Line has been successfully configured. You can now return to the Phone Lines page and you will see:

1. Your phone line name.
2. Line type set and identified.
3. A count of your configured workflows associated with the phone line.

If you wish to create additional workflows for this phone line, simply follow the steps above. If you need to make changes to the line or workflows, simply click the 'pencil' icon.

Your newly created workflow will also be accessible from the Workflows page.