Join conference call workflow activity

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
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    Summary of Join Conference Call Workflow Activity

    The Join Conference Call activity enables connection for both incoming and outgoing calls to a Notify conference call. This workflow includes functionalities for handling calls and SMS messages effectively during conferences.

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    Key Features

    • Input Variables: Control the initial behavior with options to record calls, enable advanced configurations, and set script parameters like muting participants on entry.
    • Conditions: By default, there are no conditions specified for transition, but error conditions can be set to handle missing conference call variables.
    • Scratchpad Entries: Utilizes workflow scratchpad to manage persistent values, specifically a GlideRecord for the conference call.
    • Attributes: Administrators can enable features such as hangupOnStar, muted, beepOnEnter, beepOnExit, and enableImmediateInput to enhance call management.

    Key Outcomes

    By implementing the Join Conference Call activity, ServiceNow customers can efficiently manage conference call functionalities, automate participant interactions, and ensure smooth communication during calls. Proper configuration allows for customized participant experiences, improving overall workflow efficiency.

    The Join Conference Call activity connects an incoming or outgoing call to a Notify conference call.

    Notify includes the workflows Notify: (Re)join Conference Call and Notify: Join Conference Call Via SMS to demonstrate how to use the join conference call activity to connect inbound and outbound calls, and inbound SMS messages to a conference call.

    Input variables

    Input variables determine the initial behavior of the activity.

    Table 1. Input variables
    Variable Description
    Record Select this check box to record the conference call.
    Advanced Select this check box to display advanced configuration options.
    Script Specify advanced configuration options using JavaScript, such as if the new participant should be muted upon joining the conference call. You can access values from the workflow scratchpad.

    Conditions

    The conditions determine which transition comes after this activity. The join conference call activity does not specify any conditions by default.

    You can add an error condition to this activity. The activity transitions through the error condition if the confernece_call scratchpad variable is not set.

    Scratchpad entries

    The activity uses the workflow scratchpad to read persistent values.

    Table 2. Values read from scratchpad
    Scratchpad variable Description
    workflow.scratchpad.conference_call A GlideRecord for a single conference call record. A call processed by this activity is added to this conference call. If this value is not specified, the join conference call activity will log an error.

    When initiating an outgoing call workflow using the Notify API call(String notifyPhoneNumber, String toPhoneNumber, GlideRecord conferenceCall) method, this scratchpad value is set automatically to the conference call GlideRecord. For incoming call workflows, or workflows initiated using a different mechanism, you must explicitly set this scratchpad value.

    Enable different attributes available with Join Conference Call activity

    System administrators can enable any or all of the below attributes and use them in the Join Conference Call workflow activity.

    Attribute Description
    hangupOnStar When hangupOnStar is enabled (set to true), participants in a conference call can press the * button to disconnect from the call. Control is returned to the workflow, which can be used to trigger customer-defined actions.
    muted When muted is enabled (set to true), the participant will join the conference in a muted state.
    beepOnEnter When beepOnEnter is enabled (set to true), a notification beep is played when a user joins the conference.
    beepOnExit When beepOnExit is enabled (set to true), a notification beep is played when a user leaves the conference.
    enableImmediateInput When enableImmediateInput is enabled (set to true), it allows input of a single digit immediately after the conference ends for this user and sets that in workflow.scratchpad.confDigits. This option will be ignored if hangupOnStar is false.
    To enable any of the above attributes, perform the following steps:
    1. Navigate to Workflow > Administration > Workflow Versions.
    2. Open the Notify: (Re)join Conference Call workflow.
    3. Click the Show Workflow related link.
    4. To modify the workflow, click the WorkFlow Actions icon and click Checkout.
    5. Open the Join Conference Call workflow activity.
    6. Enable the Advanced check box to display the Script field.
    7. Set the hangupOnStar attribute to true in the config variable in the script. The default setting is false.
    8. Click Update.
    9. Click the WorkFlow Actions icon and click Publish to save the changes.

    Similarly, you can enable the other attributes.