Statuses Lookups Configuration

In this section, a lookup configuration in Creatio is described. These lookups are used for the settings that are responsible for the user statuses (see p. 10 of the Creatio Setup section)

1. To enter the Lookup section. Go to ‘Studio’ → ‘Lookups’.
   Or Click the ‘Gear’ icon (1) → Select ‘Open system designer’ (2) (Fig. 1) → in the ‘System setup’ section Click ‘Lookups’ (Fig. 2)
   Fig. 1 Open system designer

   

   Fig. 2 Lookups location

   

2. In the opened section Click on the ‘Filters/folders’ → Open ‘Add filter’ (Fig. 2) → Enter ‘Telephony’ in the search field → Press the confirmation button (Fig. 3) → Open ‘Telephony Statuses’ option (Fig. 4)
   Fig. 2 Opening filtering options

   

   Fig. 3 Using the search field
   

   

   Fig. 4 Telephony statuses
   

   

3. In the opened section use ‘Filters/folder’ similar to the p. 2 of this guide → In the search field Type ‘TW’ → Press the confirmation button. This action will filter out TwilioFlex statuses (Fig. 5)
   Fig. 5 Filtering TwilioFlex Statuses

   

4. Twilio’s status in Creatio has the following attributes
   Telephony type - TwilioFlex
   Name - Name of the Twilio activity
   Code - Activity SID in Twilio
   Icon - Visual display on the status in Creatio ( Ready - green, Busy - red, Away - grey)
   

5. To get statuses in Twilio perform the following steps: Go to the ‘Develop’ Tab → Open ‘TaskRouter’ section → Select ‘Workspaces’ → Click on the required workspace (Fig. 2)
   Fig. 2 Selecting the workspace

   

6. To see the statuses Select ‘Activities’ in the left-side menu (Fig. 6)
   

   

7. Copy the SID of the certain Activity and paste it into the corresponding ‘Code’ cell in the ‘Telephony statuses’ table in Creatio. Click on the ‘Code’ cell → Paste the copied value → Press the confirmation button (Fig. 7)
   Fig. 7 Filling Code values
   

   

   
   

Additional information on User statuses

1. If the ‘Complete wrap-up task' (Fig. 8 ) button is pressed after the call has been finished, the status is set according to the default value in the Twilio default available activity. As an example, the default status in this setting is ‘Available’ (Fig. 9). So if the ‘Complete wrap-up task' is pressed then the User status will be set to 'Available’
   Fig. 8 Complete wrap-up task button in the CTI panel
   

   

   Fig. 9 Example of the default value

   

2. The default status value of the Agent during an active call is recommended to be set as 'Unavailable'. See the Example of the Twilio Default agent activity during the call setting (Fig. 10)
   Fig. 10 Default value example

   

3. Logout status of the Agent. By default, the value of the Twilio Logout Activity setting is ‘Offline’ (Fig. 11)
   Fig. 11 Offline default value

   

   1. It is IMPORTANT to know, that the status will be changed only after the ‘Exit' button is pressed (Fig. 12)
      Fig. 12 Exit button

      

4. The default value of the Agent during the ‘Wrap Up’ sequence (Twilio wrap-up activity) is 2’Break'. (Fig. 13)
   Fig. 13 ‘Break’ default value