Workflow Forms

This document serves as a guide to utilizing the workflow tools in Kerauno. These tools allow for an almost limitless customization of functionality within the Workflow elements of Kerauno. The features being addressed in the workflow articles ...

Workflow forms can be added to Presence making it easy to access often used workflow forms.

Conditional operators are used in Workflows to perform operations.

Workflow Forms are utilized to collect data about a call based on what the user inputs through the Presence module. To set up the CRM Module for use with your Workflow Forms in the Presence module follow the steps listed below.

When this field is included in the Workflow Form, a button containing the provided label will populate within the form during an active call in the CRM module in the Presence Dashboard. This button gives you the ability to link multiple forms together and maintain the information from previous forms in future forms.

Workflow Conditions are objects that reroute a call in the Call Flow tool, utilizing Workflow Condition Configurations, based on Workflow Tag current values. In Call Flow these can be used in production environments to reroute calls to certain agents, certain ring groups, different IVRs or any other Call Flow object.

Workflow Condition Configurations are statements that can be utilized in Workflow Conditions and Workflow Forms. These are generic statements that can be used to alter the way Work Flows and Call Flows operate. Condition Configurations are all Workflow Tag-based and are a series of comparisons.

Workflow Forms are interactive forms that are populated in the Presence module while a call is active. They allow for in-depth analytics by incorporating Workflow Tags and Workflow Webhook Configurations that are tied to the CDR of the call.

A Webhook is a feature that allows for data to be sent to other systems or endpoints (URLs) delivers data to other applications as it happens. Workflow Webhooks are objects that change the current values of workflow tags in the Call Flow tool utilizing Workflow Webhook Configurations to reroute calls & work flows. In Call Flow, these can be used in conjunction with Workflow Conditions to reroute calls to certain agents, certain ring groups, different IVRs or any other Call Flow object.