Deluge Integration: About Workflow Rule  

    Workflow configuration in Zoho Voice supports extended integration with any legitimate services available with the assistance of Deluge, Zoho's online scripting language.

    Note

    Rules define the trigger type for a service connection and configure the Call, SMS or Agent  State event that initiates the connection in the workflow rule. Conditions narrowing down a broader data set are also defined here, that can be associated with functions.


    Configuring a condition in a workflow rule is two-fold: Setup Criteria and Assign Functions. Before proceeding further, you must select the Module - Call, SMS or Agent State. After selecting the module, clicking the Add Conditions button would open the following screen.

    Setup Criteria

    Criteria Group

    Collection of criteria, comparators, and match level. Each group can have only a limited criteria based on the module type selected. Multiple criteria groups can exist for a workflow rule.

    Match Level

    All: When this option is selected, all criteria within the group must be met for the filter to be activated. This is equivalent to using the AND operator.

    Any: When this option is selected, only one criterion needs to be met for the filter to be activated. This is equivalent to using the OR operator.

    Criteria Comparators

    Predefined parameters that help define the value for the criteria.

    Assign Functions

    Function select

    Only functions matching the module type of the workflow rule can be selected.


    In the Setup Criteria section of the Rule, you can create multiple Criteria Groups, each having their own Match Level option. Criteria Groups are connected with the OR condition (by default), meaning the workflow will trigger when any of the condition defined in one of the criteria groups matches.

    Scenario 1: For a call module, when you want the workflow to be triggered only for Agent A, as well as for all the missed calls by some agents that include Agent A in the group, you can leverage multiple criteria groups. One group can be configured for agent-based criteria, while the other group can be configured for call-based criteria to ensure the workflow is triggered for either of the cases.

    Scenario 2: For a Agent State module, if you want to trigger a workflow only when an agent's Previous Status was On Break and the Previous State Duration was 30 minutes or more, use multiple criteria groups. Create one criteria group for the Previous Status (On Break) and another for the Previous Status Duration (greater than or equal to 30 minutes). Here the Match level is All.


    How Criteria groups and Match levels work? 

    • Single Criterion: If there is only one criteria in the group, the match level does not affect the filtering process.

    • Multiple Criteria: When multiple criteria exist, the match level determines how these criteria are combined:

      • All: All criteria must be true for the filter to be activated.

      • Any: At least one criteria must be true for the filter to be activated.

    Example   

    Scenario: You have a criteria group with three criteria:

    • Call Mode: Is Missed Call.

    • Call Queue: Is Support  Queue (Support Queue is an example queue selected from dropdown).

    • Voicemail: Is Not Empty (the caller left a voicemail).

     

    Match Level - All: Only calls that satisfy all three criteria (Missed Call, Support Queue, and Voicemail is Not Empty) are included in the filter results.

    Match Level - Any: Calls that satisfy at least one of the criteria (Missed Call, Support Queue, or Voicemail is Not Empty) are included in the filter results.

    Note

    Once a function is assigned, changing the module type of the rule removes the conditions assigned to the rule, thereby removing the functions associated with the condition.


    A rule can be deleted or edited. After creating it, the default status of the rule will be active. Disabling a rule will keep the rule inactive and will not be deleted.

     

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