When you create a Two-Level Interactive workflow you can choose a welcome message for the workflow, the music to play when users are on hold, and the hours that the workflow is available.

A Two-Level Interactive workflow routes calls using Interactive Voice Response (IVR). It supports two levels of questions. You can ask callers a question, which has four possible answers. Depending on the caller's response to the question, you can route the caller to a queue, or ask a second question. The second question can also have up to four possible answers. Depending on the caller's answer to the second-level question, the caller is routed to the appropriate queue. For details about IVR design, see Designing Call Flows By Using Interactive Voice Response.

You can use a .wav file for some settings, such as the welcome message or the music that is played when users are on hold. For details about supported .wav file formats, see WAV File Requirements.

Note:
Every workflow must be associated with a Contact object. Contact objects are Active Directory objects that have a Session Initiation Protocol (SIP) Uniform Resource Identifier (URI) address associated with them and are created using the RGSCOT.exe command-line tool. Each Contact object can be associated with only one workflow. You must create the Contact object before you create the workflow. For details, see Creating a Contact Object.

To create a Two-Level Interactive workflow

  1. Log on as a member of the RTCUniversalServerAdmins.

  2. Open a Web browser, and then connect to https:// server-FQDN/rgs/deploy/default.aspxwhere server-FQDNis the fully qualified domain name (FQDN) of the server that is running the Response Group Service.

  3. Next to the Two-Level Interactive Templatedescription, click Create.

  4. (Optional) If you are not ready for users to start calling the workflow, clear the Activate the workflowcheck box.

  5. In the Select the address of the group that will receive the callsbox, click the address of the group that you want to answer calls to the workflow.

    Note:
    Each address is associated with a Contact object. The list includes the addresses of all Contact objects that are not already in use.

  6. (Optional) In the Descriptionbox, type a description for the workflow that you want to appear on the Office Communicator contact card.

  7. Under Step 2 Select a Language, click the language to use for text-to-speech and speech recognition.

    Note:
    To select a language, the corresponding language pack must already be installed and registered on the server. For details about language packs, see Installing Language Packsin the Deploying the Response Group Service documentation.

  8. If you want to set a welcome message, under Step 3 Configure a Welcome Messagesection, click the Play a welcome messagecheck box, and then do one of the following:

    • To enter the welcome message as text, click Use text-to-speech, and then type the welcome message in the text box.

      Note:
      You cannot use HTML tags in your text input. If you do this, you will receive an error message
    • To use a .wav file recording for the welcome message, click Select a recording. If you do not want to use the file that is currently loaded, click the a recordinglink. In the new browser window, click Browse, select the.wav file that you want to use, and then click Open. Click Uploadto load the .wav file, and then type the welcome message in the text box.

      Note:
      All user-provided .wav files must meet certain requirements. For details about supported .wav file formats, see WAV File Requirements.

  9. Under Step 4 Specify Your Availability, in the Your time zonebox, click the time zone of the workflow.

    Note:
    The time zone is the time zone where the callers and agents of the workflow reside. It is used to calculate the open and close hours. For example, if the workflow is configured to use the Eastern Time zone and the workflow is scheduled to open at 7:00 and close at 11:00, the open and close times are assumed to be 7:00 Eastern Time and 11:00 Eastern Time respectively.

  10. To define when the workflow is available, in the Preset schedulesbox, click one of the preset schedules, and then modify the hours in the Openand Closeboxes as needed.

    Note:
    When you click a preset schedule, you fill in the Openand Closeboxes with the preset schedule hours. You can then modify the schedule hours as needed. The hours of operation are in 24-hour format. For example, if your office works a 9-to-5 work day and closes at noon for lunch, this can be represented as Open9:00, Close12:00, Open13:00, and Close17:00.

    If you do not want to use one of the preset schedules, you can leave the Preset schedulesbox blank, and then set the Openand Closesettings manually.

  11. In the Standard holiday listssection, click the check box next to the holiday set that you want to use for the workflow.

    Note:
    Holiday sets are a list of holidays that an administrator can set up for the server pool. The holiday set contains the open and close times for each holiday in the holiday set. The holiday set hours override the workflow hours of operation. For details about holiday sets, see Creating a Holiday Setin the Deploying the Response Group Service documentation.

  12. If you want to play a message when the office is not open, click the Play a message when the workflow is not scheduled to be opencheck box, and then do the following:

    1. Specify the message to play when the office is closed:

      • To enter the message as text, click Use text-to-speech, and then type the message in the text box.

        Note:
        You cannot use HTML tags in your text input. If you do this, you will receive an error message.
      • To use a .wav file recording for the message, click Select a recording. If you do not want to use the file that is currently loaded, click the a recordinglink. In the new browser window, click Browse, select the.wav file that you want to use, and then click Open. Click Uploadto load the .wav file, and then type the message in the text box.

        Note:
        All user-provided .wav files must meet certain requirements. For details about supported .wav file formats, see WAV File Requirements.
    2. Specify what to do after the message is played:

      • To disconnect the call, click Disconnect call.

      • To forward the call to voice mail, click Forward to voice mail, and then type the voice mail address. The format of the voice mail address is username@domainname (for example, bob@contoso.com).

      • To forward the call to another user, click Forward to SIP URI, and then type the address of the user. The format of the user address is username@domainname (for example, bob@contoso.com).

      • To forward the call to another telephone number, click Forward to telephone number, and then type the telephone number. The format of the telephone number is number@domainname (for example, +14255550121@contoso.com). The domain name is used to route the caller to the correct destination.

  13. Under Step 5 Configure Music on Hold, choose what you want callers to listen to while waiting for an agent by doing one of the following:

    • To use the default music on-hold recording, click Use default.

    • To use a .wav file recording for the on-hold music, click Select a music. If you do not want to use the .wav file that is currently loaded, click the a musiclink. In the new browser window, click Browse, select the.wav file that you want to use, and then click Open. Click Uploadto load the .wav file.

      Note:
      All user-provided .wav files must meet certain requirements. For details about supported .wav file formats, see WAV File Requirements.

  14. Under Step 6 Configure Interactive Voice Response, in the Questionheading, specify the question to ask callers as follows:

    • To enter the question in text format, click Use text-to-speech, and type the question in the text box.

      Note:
      You cannot use HTML tags in your text input. If you do this, you will receive an error message.
      Note:
      The “#” symbol is translated by the text-to-speech engine as the word “number”. If you need to refer to the # key, you should use the key name, rather than the symbol, in your prompt. For example, To talk to sales, press the pound key.
    • To use a prerecorded .wav file that contains the question, click Select a recording, and then click the a recordinglink. In the new browser window, click Browse, select the.wav file, and then click Open. Click Uploadto load the file, and then type the question in the text box (this enables the question, and the caller’s response, to be forwarded to the responding agent).

      Note:
      All user-provided .wav files must meet certain requirements. For details about supported .wav file formats, see WAV File Requirements.

  15. Under Response 1, specify the first possible answer to the question by doing the following:

    Note:
    You can choose to allow callers to answer using speech, keypad input, or both.
    • If you want to allow the caller to respond using speech, enter the answer in the Enter a voice responsebox.

    • If you want to allow the caller to respond by pressing a keypad, in the Digitbox, click the keypad digit.

  16. Specify whether to route the caller to a queue, or to ask another question as follows:

    • To route the caller to a queue, click Send to a queue, click the Select a Queuebox, and then click the queue that you want to send the caller to.

    • To ask another question, click Ask a new question. Use the Questionand Responsegrouping in this section to specify a follow-up question to ask the caller, the possible responses, and the action to take for each response.

      Note:
      The Two-Level Interactive template requires that your IVR include a second-level question.

  17. To specify a second possible answer to the question, under Response 2, repeat steps 15 and 16 to specify a second possible answer to the question and the action to take.

  18. To specify a third or fourth possible answer to the question, click the check box next to the Response 3or Response 4headings, and then repeat steps 15 and 16 to specify another possible answer to the question and the action to take.

  19. Click Deploy.