3.6 Flow Designer -- IVR Migration¶
3.6.1 Flow Migration Strategy¶
UCCX TO FLOW DESIGNER - MIGRATION STRATEGY
CRITICAL UNDERSTANDING:
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There is NO automated migration tool from UCCX scripts to Flow Designer.
All flows must be MANUALLY RECREATED in Flow Designer.
This is a RE-BUILD, not a CONVERSION.
MIGRATION APPROACH:
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PHASE 1: DOCUMENT
1. Export all UCCX scripts (.aef files)
2. Document each script's business logic as flowcharts
3. Identify all dependencies (DB, external systems)
4. Catalog all prompts and audio files
5. Map UCCX variables to WxCC flow variables
PHASE 2: DESIGN
1. Design equivalent flows in Flow Designer
2. Identify WxCC-native alternatives for UCCX features
3. Plan API integrations for database operations
4. Design Virtual Agent integration points
PHASE 3: BUILD
1. Create flows in Flow Designer (dev environment)
2. Upload and configure audio prompts
3. Configure HTTP Request nodes for integrations
4. Integrate with Dialogflow CX for AI capabilities
PHASE 4: TEST
1. Unit test each flow independently
2. Integration test with backend systems
3. User acceptance testing (UAT)
4. Parallel operation with UCCX
PHASE 5: CUTOVER
1. Publish flows to production
2. Update Entry Point routing
3. Monitor and validate
4. Decommission UCCX scripts
3.6.2 UCCX Step to Flow Designer Activity Mapping¶
UCCX STEP FLOW DESIGNER ACTIVITY - COMPLETE MAPPING
UCCX STEP FLOW DESIGNER ACTIVITY MIGRATION NOTES
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CALL HANDLING
Accept NewPhoneContact (implicit) Auto on entry
Terminate Disconnect Contact Direct equivalent
Call Redirect Blind Transfer Transfer to DN
Consult Transfer Consult Transfer (Agent) Agent-initiated
MEDIA OPERATIONS
Play Prompt Play Message Upload audio to
Audio Files library
Get Digit String Collect Digits Similar config
Menu Menu DTMF menu
Record Record Built-in activity
Play Prompt (TTS) Play Message (TTS) Text-to-Speech
ROUTING
Select Resource Queue Contact Queue-based routing
(CSQ selection)
Get Contact Info Built-in Variables ANI, DNIS, etc.
Get Call Contact Info Contact Info Variables Session data
VARIABLES
Set Enterprise Info Set Variable Flow variables
Set Session Info Set Variable Global variables
Get/Set variable Set Variable Local/global
LOGIC & FLOW CONTROL
If Condition Same logic
Switch Case / Multiple Conditions Branch logic
Goto Connect nodes Visual connection
Label Node naming Not needed
On Exception Goto Error Handling Global error path
Delay Wait Timed delay
DATABASE OPERATIONS
DB Read HTTP Request REST API call
DB Write HTTP Request REST API call
DB Get HTTP Request API middleware
(JDBC/ODBC) (JSON/REST) required
NOT SUPPORTED / ALTERNATIVES
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UCCX FEATURE WXCC ALTERNATIVE
Finesse Gadget WxCC Agent Desktop widgets
JTAPI Controls Not applicable (cloud)
Custom Java Steps HTTP Request to external service
Outbound Preview Dialer WxCC Campaign Manager
Send Email (script) HTTP Request to email API (SendGrid, etc.)
CTI Port monitoring WxCC Real-time reporting APIs
3.6.3 Flow Design: India Main Menu (Detailed)¶
This section provides the complete Flow Designer configuration for the primary India IVR, migrated from UCCX MainMenu_EN.aef and MainMenu_HI.aef scripts.
FLOW: India_MainMenu_Flow_v1
FLOW METADATA:
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Flow Name: India_MainMenu_Flow_v1
Description: Primary India IVR - Sales, Support, Billing, Tech
Entry Point: India_Main_Voice_EP
Languages: English (en-IN), Hindi (hi-IN)
Source Scripts: MainMenu_EN.aef, MainMenu_HI.aef (UCCX)
Version: 1.0
Author: Abhavtech CC Migration Team
FLOW VARIABLES:
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selected_language String "en" or "hi" Language choice
menu_selection String "1","2","3","4" Main menu choice
customer_id String Customer ID From ANI lookup
customer_tier String "standard","vip" CRM lookup
consent_status String "pending","yes","no" Recording consent
transfer_target String Queue name Routing decision
detected_intent String AI detected intent From Dialogflow
sentiment_score Number -1 to 1 Sentiment value
business_hours Boolean true/false Hours check
callback_requested Boolean true/false Callback flag
Flow Diagram: India Main Menu¶
INDIA_MAINMENU_FLOW_V1 - VISUAL FLOW DIAGRAM
START
1. NewPhoneContact
(Automatic - Call arrives)
2. Set Variable: Initialize
consent_status = "pending"
selected_language = "en"
callback_requested = false
3. HTTP Request: Business Hours Check
URL: {{ABHAVTECH_API}}/business-hours
Method: GET
Parse: business_hours = response.open
[business_hours [business_hours
= TRUE] = FALSE]
GOTO: AfterHours_Subflow
(Closed message, callback, voicemail)
4. Play Message: Welcome
"Welcome to Abhavtech. This call
may be recorded for quality.
Press 1 to continue in English.
Hindi ke liye 2 dabaiye."
Audio: welcome_bilingual.wav
5. Collect Digits: Language Selection
Variable: language_choice
Min Digits: 1
Max Digits: 1
Timeout: 5 seconds
No Input: Default to English (1)
[1 pressed] [2 pressed]
Set Variable: Set Variable:
language="en" language="hi"
6. Condition: Check Language
IF language = "en"
THEN: English prompts
ELSE: Hindi prompts
7. Virtual Agent: Intent Detection <-> AI INTEGRATION
(Optional - can be DTMF-only)
Dialogflow CX Agent: Abhi_VA
Timeout: 5 seconds
Fallback: DTMF Menu
[Intent Detected] [No Intent / DTMF]
8. Play Message: Main Menu
[English Version]
"Press 1 for Sales.
Press 2 for Support.
Press 3 for Billing.
Press 4 for Technical Support.
Press 0 to speak with an agent."
Audio: main_menu_en.wav
9. Menu: Main Selection
Variable: menu_selection
Options: 1, 2, 3, 4, 0
Invalid: Replay menu (max 3x)
10. Condition: Route by Selection
SWITCH (menu_selection OR intent)
CASE "1" / "sales":
Queue: Sales_India_Queue
CASE "2" / "support":
GOTO: Support_Submenu
CASE "3" / "billing":
Queue: Billing_Queue
CASE "4" / "tech_support":
GOTO: TechSupport_Submenu
CASE "0" / "agent":
Queue: Support_India_Queue (direct)
DEFAULT:
Replay menu / Transfer to agent
[Sales] [Support_SM] [Queue]
11. Queue Contact
Queue: {{transfer_target}}
Priority: {{customer_tier=="vip"
? "high" : "normal"}}
Skills: Per queue configuration
12. Play Music: Hold
Music: abhavtech_hold.wav
Comfort: Every 60 seconds
EWT Announcement: Yes
END FLOW (Agent Answers or Overflow)
3.6.4 Prompt Migration Specifications¶
ABHAVTECH PROMPT MIGRATION - AUDIO FILE SPECIFICATIONS
AUDIO FORMAT REQUIREMENTS:
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UCCX FORMAT WXCC FORMAT ACTION
.wav (G.711 1/4-law, 8kHz) .wav (PCM, 8kHz, Convert codec
16-bit, mono)
.wav (G.711 A-law, 8kHz) .wav (PCM, 8kHz, Convert codec
16-bit, mono)
.au files .wav Convert format
CONVERSION COMMANDS (FFmpeg):
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# Single file conversion
ffmpeg -i input.wav -acodec pcm_s16le -ar 8000 -ac 1 output.wav
# Batch conversion (Linux/Mac)
for f in *.wav; do
ffmpeg -i "$f" -acodec pcm_s16le -ar 8000 -ac 1 "converted_$f"
done
PROMPT INVENTORY:
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CATEGORY COUNT LANGUAGE UCCX FILE WXCC FILE
Welcome 2 EN, HI welcome_en.wav welcome_en.wav
welcome_hi.wav welcome_hi.wav
Main Menu 2 EN, HI mainmenu_en.wav mainmenu_en.wav
Sales Menu 2 EN, HI sales_menu_*.wav sales_menu_*.wav
Support Menu 2 EN, HI support_menu_*.* support_menu_*.*
Billing Menu 2 EN, HI billing_menu_*.* billing_menu_*.*
Tech Support 2 EN, HI tech_menu_*.wav tech_menu_*.wav
Queue Messages 12 EN, HI queue_*.wav queue_*.wav
Hold Music 4 N/A hold_*.wav hold_*.wav
After Hours 4 EN, HI afterhours_*.wav afterhours_*.wav
Error Messages 6 EN, HI error_*.wav error_*.wav
Callback 4 EN, HI callback_*.wav callback_*.wav
Survey 6 EN, HI survey_*.wav survey_*.wav
TOTAL 48
+ System 39 (platform)
GRAND TOTAL 87
UPLOAD PROCEDURE:
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1. Navigate: Control Hub > Contact Center > Resources > Audio Files
2. Click: "Upload Audio Files"
3. Select converted .wav files (bulk upload supported)
4. Organize in folders: /prompts/en/, /prompts/hi/, /music/
5. Reference in Flow Designer by path