Flow Designer Activities

Below is a list of activities that you can use to build telephony flows, bots, webhooks, blacklist, and much more. Let's get started!

Answer

Telephony

This activity is used to answer an incoming call on a channel. It is essential to include it to establish communication with the customer.

Properties

• Delay: This property allows you to specify the amount of time in seconds the activity will wait before answering the call. The default is 0 seconds.

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Hang up

Telephony

This activity is used to end a call.

Properties

• Hangup cause: This property allows you to specify the reason why the call was terminated.
  • 16: Normal call clearing
  • 17: Busy
  • 19: No answer
  • 21: Rejected
  • 34: Congestion

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Is on time

Bot Webhook

This activity is used to verify if the interaction is within the configured campaign service hours.

Properties

• Schedule:

Dial

Telephony

This activity is used to make calls, enabling the connection between the Contact Center and the customer.

Properties

• Type: This property allows you to specify the reason why the call was terminated.
• Identifier: In this property, you must indicate the phone number of the destination, i.e., the number to be called.
• Timeout: This is the maximum time in seconds that the activity will wait for the call to be answered before automatically ending it. For example, if set to 20 seconds, the activity will wait 20 seconds before hanging up the call if it is not answered within this time frame.
• Options: This property allows you to specify additional options to customize the call behavior.
  • A: A (x): plays the file x to the recipient.
  • a: immediately answers the calling channel when the called channel responds.
  • B: before initiating the outgoing call(s), "Gosub" to the specified location using the current channel.
  • b: before initiating an outgoing call, "Gosub" to the specified location using the newly created channel. The "Gosub" will execute for each destination channel.
  • C: resets the call detail record (CDR) for this call.
  • c: if the Dial application cancels this call, always sets ${HANGUPCAUSE} to "answered elsewhere."
  • F: when the caller hangs up, transfers the called party to the specified destination and begins execution at that location.
  • g: continues execution of the dial plan at the next priority in the current extension if the destination channel hangs up.
  • K: allows the caller to enable call parking by sending the DTMF sequence defined for call parking in the features.conf file.
  • k: allows the called party to enable call parking by sending the DTMF sequence defined for call parking in the features.conf file.
  • L: limits the call to (x) milliseconds. Plays a warning (y) when (y) milliseconds remain. Repeats the warning every (z) milliseconds until the time expires.
  • m: provides hold music to the caller until the requested channel answers.
  • R: by default: indicates ringing to the caller, even if the called party is not actually ringing.
  • T: allows the caller to transfer the call to the called party.
  • t: allows the called party to transfer the call to the caller.
  • U: executes a "Gosub" routine for the called channel before connecting to the calling channel. x - Name of the subroutine context to execute via "Gosub." arg - Arguments for the "Gosub" routine.
• URL: This property allows you to specify a URL for a webhook to integrate call events with external systems.

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Transfer queue

Telephony

This activity allows you to transfer a call to a specific campaign to be attended by an agent.

Properties

• Campaign: In this property, you must select a campaign created in the system to transfer the call.

Read

Telephony

This activity allows playing an audio file for the customer to enter digits, which are then stored in a variable. It is commonly used in IVRs for customers to select an option, enter their ID number, etc. The variable can then be used by other activities to perform different actions.

Properties

• Variable: In this property, you must specify the name of the variable where you want to store the information.
• Audio: In this property, you must select an audio file to play to the customer.
• Options: In this property, you must select the options for the audio playback.
  • s: returns immediately if the line is not active.
  • i: plays the filename as a tone indication from the indications.conf file.
  • n: reads digits even if the line is not active.
• Maximum digits: In this property, you must specify the maximum number of digits the customer can enter.
• Attempts: In this property, you must specify the maximum number of incorrect attempts. For example, if the customer does not enter anything and the audio is replayed, it counts as a failed attempt.
• Maximum time: In this property, you must specify the maximum time in seconds.

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Send DTMF

Telephony

This activity sends DTMF digits. The call will end if an error is encountered.

Properties

• Digits: List of digits 0-9, *#,ad,AD to send.
• Maximum time: Amount of wait time in milliseconds between tones.
• Duration: Duration in milliseconds of each digit.
• Channel: Channel where the digits will be played.

Asterisk docs

Set caller id

Telephony

This activity is used to get or set the caller ID on the channel.

Properties

• Variable: The allowed data types are: num, name, all, ANY, DNID, RDNIS.

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Sip add

Telephony

This activity allows you to add SIP headers to a call made through the DIAL activity. You can add as many headers as you need.

Properties

• Header: In this property, you must specify the header.
• Content: In this property, you must specify the content.

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Sip remove

Telephony

This activity allows you to remove SIP headers previously added with the SIP Add activity. If no parameter is provided, all headers will be removed. If a specific header is provided, only matching headers will be deleted.

Properties

• Header: You must specify the header to be removed.

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Volume

Telephony

This activity allows you to set or get the TX (outgoing) or RX (incoming) volume of a channel. By default, it is set to 0. Positive or negative values can be used, depending on whether you want to increase or decrease the channel's volume.

Properties

• TX volume: This is the volume level of the agent's voice.
• RX volume: This is the volume level of the customer's voice.

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