Configure a Multi-Workflow Line

Our Multi-Workflow Line is a versatile configuration that can initiate multiple workflows via telephone keypad, text message, application interface, or scheduled events. This powerful tool streamlines your communication processes, making it easier to put critical information in the right place at the right time.

Step 1

Navigate to Manage Account via the profile menu.

Step 2

Select Lines & Workflows from the left-hand page navigation.

Step 3

From the Lines & Workflows section, click on the phone line that you wish to configure.

Step 4

Next, choose the line type. You can opt for Multi-Workflow, Single-Workflow, Direct Connect, Cascade Connect or Interactive Voice. For this article, we will choose the Multi-Workflow option. Once selected, click Next. If you need assistance with Phone Line configuration, please book a training session and we'll be happy to help.

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.

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 for adding a greeting:

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' button 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 trigger the workflow by voice call or text message. You can use letters and/or numbers to create a unique code for this workflow. RESQ, RTT1 and 1000 are all valid alphanumeric codes.

Once done, click Save.

With our framework in place, 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 trigger your workflow via voice call or text message. Section 3 allows you to create a schedule that can trigger a recurring workflow on a specific day(s) and time each week. Section 4 allows you to add one or many actions to the workflow.

Step 8

Next you can add your desired action(s) for 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.
2. For the purpose of this workflow, you can override the 'Off Duty' status of contacts. Tick the checkbox and the notification will be delivered to any 'Off Duty' contacts when the workflow is triggered.
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. 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.

Click Save when done.

Adding a Conference Call

1. Select the group(s) that you would like to place your call to.
2. For the purpose of this workflow, you can override the 'Off Duty' status of contacts. Tick the checkbox and the call will be placed to any 'Off Duty' contacts when the workflow is triggered.
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 'Off Duty' contacts in the selected group(s).
4. If you choose to add a conference introduction, the entered text will be read aloud 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 more than one phone number, 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.
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 triggered.
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 Multi-Workflow Line has been successfully configured. You can now return to the Lines & Workflows page and you will see:

1. Updated line name.
2. Line type set and identified.
3. Your new workflow.

If you wish to create additional workflows for this phone line, simply follow steps 7 through 8 above. If you need to make changes to the line or workflows, simply click the 'pencil' icon.