Building Logic+
- John Kargol
Logic+ enables the creation of dynamic, customizable call flows that support seamless integrations and advanced functionalities for diverse operational needs. This tool offers a powerful framework to design and manage complex workflows within call environments. With Logic+, users can efficiently build and tailor call experiences to align with organizational goals.
To create a working Logic from start to finish, follow these steps:
Create a new Logic – Begin by setting up a new Logic to define your workflow.
Build the flow – Design the flow of actions and decisions within the Logic.
Test the flow – Verify that each part of the flow functions as intended.
Set up routing and additional settings – Configure routing options and other relevant settings.
Publish the Logic – Finalize and activate the Logic for use.
This section will provide a detailed guide on each of these steps.
Step 1: Create a new Logic
Navigate Admin → Configuration → Logic+
In the Logic+ home page, select New Logic+. A slide-out panel will be displayed.
Complete the displayed form fields:
Name: Enter a name for the new Logic.
Description: (optional) Enter any descriptive notes about the Logic here.
Select Submit. The Logic will be created and immediately opened in the Logic Editor, which will be displayed.
You can edit the Logic's name and description later if needed.
For more details, see Step 4: Set up Routing… below.
What’s next?
You will build the Logic’s flow, which defines what it does and how works.
Step 2: Build the flow
Add and configure panels. From the Panels Editor, drag and drop any panels you might need onto the Workspace. You can add a panel and configure it before adding more, or add several panels at once and configure them all afterward.
Connect panels to each another. Decide the order in which your panels should work, then connect them. As shown in Figure #, drag your first panel's output onto the next panel's input. Connect the next panel in sequence, and continue until all desired panels have been connected into one flow.
What if I leave some panels out? Your Logic's flow will only use the panels that you connect. It's okay to leave any unconnected panels in the workspace if desired.
Set a starting panel. Double-click the desired panel and select the Set as Flow Initiator button.
Revise your flow if needed. You can continue to add, configure, rearrange, and remove panels as needed. If you believe no other changes are needed, then your flow is complete.
Where does the flow end? A Logic's flow ends at the very last panel in sequence. We recommend testing your Logic to be sure that your Logic performs—and ends—as you intend.
Basic IVR Demonstration:
Play Message panel
Welcome Prompt
Switch panel
Routing Decision
Transfer To Queue panel
Sales Queue
Customer Service Queue
Disconnect panel
What’s next?
You will perform some amount of testing to ensure that the Logic will run when triggered.
Step 3: Test the flow
The Verify Logic button starts a flow-checking feature in the Logic Editor. It identifies issues that would cause your Logic to fail to run. At minimum, these issues should be resolved before proceeding.
In the Logic Editor, select the Verify Logic button. A dialog window will be displayed that either identifies an issue within your flow or verifies that no issues were found.
If any issue was identified...
Locate the issue using the dialog window's message and resolve it.
Return to Step 1 until no further issues are found.
If no issue was found, the Logic should run when triggered.
What’s next?
You will set up inbound routes to the Logic (if needed, depending on your design).
Step 4: Set up routing and additional settings
How your Logic can be triggered will depend on its flow. For inbound-triggered Logics, you must select one or more phone numbers available in your company's Sharpen platform account. This section covers the process.
In the Logic Editor, select Settings. The Logic Settings page will be displayed for the currently open Logic.
Select one or more phone numbers in the Owned Phone Numbers table. Selected numbers will be highlighted in light blue.
Select the (>) arrow. The selected numbers will be transferred to the Routing to... table.
If needed, use the (<) arrow to transfer any unwanted numbers back to the Owned Phone Numbers table.
Select Save Changes in the upper right corner of the page.
Inbound calls to any numbers in the Routing to... table will now trigger the current Logic when active.
What’s next?
You will publish the Logic for live use.
Step 5: Publish the Logic
To publish the Logic, do the following:
In the Logic Editor, select the down arrow in the Save Draft button.
Select Publish. A confirmation overlay will be displayed.
To Confirm, Type Publish, clicking Publish.
Select Publish. The Logic status icon will display as Published (versionNumberHere).
Your Logic is now live. It will trigger when reached by any selected inbound routes and/or when called by another Sharpen platform feature.
After publishing a Logic
Once a Logic is live, you can continue to manage it as needed. You may edit the Logic’s flow and/or settings, or remove the Logic from live use.