[This is pre-release documentation and subject to change in future releases. This topic's current status is: Milestone-Ready]

Topic Last Modified: 2010-04-11

A workflow defines the behavior of a call from the time the phone rings to the time somebody answers the call. The workflow includes queue and routing information, and can include interactive voice response information. When you create a workflow, you use the Response Group Configuration Tool to specify the queue to use and other settings, such as a welcome message, music on hold, business hours, and questions that the Response Group application asks the caller.

You must create groups and queues before you create a workflow that uses them.

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