From the MiCC Business Tip Desk
Written By: Patrick McDowell, MiCC Customer Advocate
On June 11th The Mitel User Group held a virtual event that had more than 650 people join us for Mitel's keynote address, presentations, a Q&A session with an up-and-coming comic named Jay Leno (you may have heard of him), and dozens of vendors / partners sharing a wealth of information. I had the pleasure of being one of the “Ask the Expert” speakers and in case you were not able to attend the session, I’ll share here what I shared there.
In my ongoing series of IVR tips and tricks, this month I’ll talk about troubleshooting during workflow design. The Email activity is an awesome ‘breakpoint’. If you need to know what values variables have at a specific point in the workflow, put an email activity into your workflow at that point and have the system send you an email with the information you are looking for. No need to go looking in the service logs to see what values a variable had at a certain point anymore! You’ve got mail!
If you have a multimedia licensed system, then complex workflow design gets even easier. Let’s say you are designing a voice workflow to do area code based routing. In a previous article I wrote about “string theory” I showed you how to extract the 3 digit area code from an 11 digit phone number Build a test version of your voice workflow in chat! Have chat ASK (input) you the 11 digit phone number, process the number with your logic, then have the chat SAY (output) the area code, call destination, etc. You can test all of your workflow logic in ‘realtime’ and prove out your design before going live and then look like an absolute superstar when you sling that logic over to your voice workflow and it works on the very production call.
Until next time,
Stay safe, stay well, stay Mitel