Message Leaving

Diagram Element

Parameter Description

The following figure shows the parameters of the Leave Message diagram element.

Element Name: Enter a diagram element name. The value can be customized.
Specify Agent for Processing
Specified Agent ID: Configure constants or flow variables as required. The constants or flow variables are used to automatically allocate messages to the specified agent ID. If the specified agent ID does not exist, the message status changes to allocation failure. If no agent is specified, messages will be allocated by the administrator.
Recording File
Recording File Name (first text box): Click the text box. In the dialog box that is displayed, select a global variable or flow variable for saving the recording file name as required. The system saves the recording file name using a variable of the string type. Therefore, you can select only a variable of the string type.

Select and Saving the locationID variable (second text box): Select the UAP node set during installation. The parameter is used in call center pool mode.
Recording Parameter
Max. Recording Duration: Enter the maximum duration of a recording. When the maximum recording duration is reached, the recording ends. The default value is 20, in seconds.
Play the beep tone: If the check box is selected, a beep tone is played before the recording starts. Otherwise, the recording is performed directly.
By default, the recording is ended with the pound key (#).: After leaving a message, you can press the pound key (#) to end the recording. After the subscriber hangs up, the end diagram element is invoked directly.
Record message information.: If this check box is selected, messages are saved as records. If this check box is not selected, messages cannot be queried on the message management page.
Click Save to save all parameters set on the current page. When the recording is saved, the system automatically queries the recording directory information of the current tenant and combines the directory with the current date and a random digit string to form a file name. An example is Recording drive letter:/VDNID/record/20190424/20190424153126-record.wav. The recording file is in the .wav format by default.

When a tenant is deleted, the Customer Service Cloud automatically deletes all recording files of the tenant.
The retention period of recording files is the same as the recording storage period configured during tenant registration. The scheduled task scans recording files at a specified time every day and periodically deletes recording files that have been stored for a period longer than expected.