Create Services

This topic tells you how to create services. A service connects one or more access points to one or more queues or hunt groups.

The topic also covers Edit a Service, Connect a Service to a Different Queue or Hunt Group, and Delete a Service.

Prerequisites

Do the following:

• If your service is expected to play audio prompts, ensure that you have created or uploaded these as described in Create Voice Media and/or Upload Media.
• If your service is expected to route contacts to one or more queues and hunt groups, ensure that you have created these elements as described in Create Queues and Create Hunt Groups.

Procedure

1. Open the Configuration panel by clicking the  button in the top right of the CONDUCTOR window.

If  is not visible, switch to View mode or click .

2. Select Applications and then SERVICE DESIGNER. This launches SERVICE DESIGNER in the same CONDUCTOR application window ready for you to create or edit a script.
3. Click NEW to create a new service (also known as a script).

4. In the New Script dialog, click the CREATE NEW SCRIPT button. 'INBOUND' means that the service will process incoming traffic from access points.

This displays a blank workspace ready for you to design your service:

5. Design your service in the workspace. For detailed information about service design, see the FLOW Help, which is available via the Help command on the SERVICE DESIGNER menu. (FLOW is the standalone version of SERVICE DESIGNER.)

Note: if you are designing your service to route traffic to storm entities, these must be queues and hunt groups only. Do not route to storm users. To route traffic directly to storm users, do so from an access point as described in Connect an Access Point to a User.

Shown below is an example of a simple service, which routes a contact to one of three queues depending on the contact's menu choice during office hours. The contact is played an audio message outside office hours and during holidays.

6. Save and commit the script as described in the Help.

Note: owing to a CONDUCTOR session's two hour expiry, any script work extending into the third hour of a CONDUCTOR session will not be saved. You can guard against this by saving your script regularly within the two hour session.

The service appears in the Element Workflow panel. The connection lines between the service and destinations as seen in the CONDUCTOR window are determined by the routing inside the script. The image below shows the script of the previous step, and which was named 'Main IVR'.

A saved but uncommitted service appears on the CONDUCTOR screen with a coloured outline:

Related Tasks

Edit a Service

You may wish to change the way in which a service interacts with contacts as well as how it routes traffic to destinations.

1. Switch to Edit mode using the Edit switch on the Toolbar.

2. Click the service's  button in the Element Workflow panel. This displays the live version of the script in the SERVICE DESIGNER workspace ready for you to edit.

Note: if you want to work on an older edition or revision of the script, you must open it from within SERVICE DESIGNER. For details, see the FLOW Help, which is available via the Help command on the SERVICE DESIGNER menu. (FLOW is the standalone version of SERVICE DESIGNER.).

3. Edit the script as desired.
4. Save and commit the script in SERVICE DESIGNER.
5. Close the SERVICE DESIGNER workspace by clicking its  button.

The service is updated in the CONDUCTOR Element Workflow panel.

Connect a Service to a Different Queue or Hunt Group

This assumes that the service is already connected to a queue or hunt group. You may connect the service to another queue or hunt group only and not to a user.

Note: every action cell in the service that points to the queue or hunt group will be redirected.

1. Switch to Edit mode using the Edit switch on the Toolbar.

2. Select the service and then the queue or hunt group whose connection you want to move.

The selected elements and connection are highlighted in blue.

Note: if you have selected the wrong elements, click Deselect on the toolbar and then select the correct elements.

3. Click Move on the toolbar. This removes the connection.
4. Select the new target queue or hunt group.

The connection is moved but is not yet active.

Note: if you have moved the wrong queue or hunt group, click Revert on the toolbar and then select the correct element.

5. Click the Commit button on the toolbar if you are sure that you want to route incoming contacts to the new element instead of the first. The connection line turns white but allow up to a minute for the new routing to take effect.

You can also change connections to queues and hunt groups from within SERVICE DESIGNER. For details, see the FLOW Help, which is available via the Help command on the SERVICE DESIGNER menu. (FLOW is the standalone version of SERVICE DESIGNER.)

Delete a Service

To permanently delete a script or a script version from SERVICE DESIGNER, consult your local support team.