Task Flow to Set up the Opt-out Functionality
To set up the opt-out functionality, perform the following tasks:
The administrator must create a new opt-out-of-queue flow from the Cisco Webex Contact Center Management Portal (Routing Strategy > Flows > New).
Configure the Play Music activity in the Flow Designer. For more information, see Play Music. The Music-in-queue can be configured in the Play Music activity by specifying the music audio file, the duration the audio file is played, and the music start offset.
Configure the Get Queue Info activity in the Flow Designer to configure the Estimated Wait Time or Position in Queue of the caller. For more information, see Get Queue Info.
Configure the Menu activity in the Flow Designer. For more information, see Menu. The opt-out prompt with the Text-to-Speech functionality is configured in the Menu activity.
Click Publish Flow. For more information, see Publish a Flow.