Configure Actions

In CONDUCTOR you can define the actions performed by FLOW action cells. Actions are used in menus and time schedules. You configure actions with data types which have an associated 'value' that you specify when you build the menu or time schedule.

Using Actions

Some examples of the use of actions are shown in the table below.

Action Name	Configured with Action Type (data type)...	Type of action taken	Action Value
German Language	String	On selection of the German language option in an IVR menu, changes the language to German	de-DE (country code for Germany)
Welcome Prompt	String	Plays a prompt	Welcome to Monumental Travel
Out of Hours SMS	String	Sends an SMS	Please call back during opening hours
Route to Terminal 1	Integer	Implements the action associated with the IVR menu option the caller selects	1 (used by FLOW to make a routing decision)
New Claims Menu	Menu	Presents sub-menus for queue routing	Valid Car Insurance Claims (menu name)
Route to Valid Claim Queue	Queue	Implements the action associated with the queue	Valid Queue Claims (queue name)

Create an Action

Navigate to Call Flow > Actions.

Add an Action

Click the Add Action button.
In the window that appears, enter the details.

Add an Action

The fields are described in the table below.

Field or Option	Description
Action Name	Enter a meaningful name for the action.
Type	Select the value type associated with the action. The following data types are available: integer, float, string, Boolean, enumeration, percentage split, menu, announcement, queue, time schedule, service, and media group Integer and float types are used to store numerical values. String types are typically used for creating prompts and announcements, as shown in the example above. Boolean types provide the options 'True' and 'False'. Enumeration types support the creation of selectable options. Percentage split parameters distribute communications according to percentage weightings. The menu type provides a means of assigning menu parameters to one or more services in the Command Centre. Announcement, queue, time schedule, service, and media group types work in the same way. Note: For percentage split parameters, weightings are configured in the Command Centre. Note: you cannot change Type or Parameter (see below) after the action has been saved, so you will need to add a new one with the correct type and/or parameter.
Parameter	Enumeration types reference parameters. You should select the parameter to be used from the drop-down list. Percentage split types also reference parameters. You specify percentage split parameters when you build the menu.

Click the Add Action button at the bottom of the window. The action is now available to have a value assigned when adding it to a menu or time schedule. See also, Examples of How to Use Actions.