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CCaaS Documentation

Genesys Flow Diagrams

Creating a new “Work-in-Progress” diagram

Section titled “Creating a new “Work-in-Progress” diagram”
  1. Copy existing call flow from Production Call Flows (for existing queue) to Works-in-Progress Call Flows (Dev or BAT) or make a copy of !SBC_TEMPLATE.vsdx in the WIP folder.
  2. Rename the copied call flow diagram to prepend the Cherwell ticket number for the original request. For Service Requests (Incidents), use the format SR######_SBC_NAME.vsdx; for DevOps tickets, use the format DO######_SBC_NAME.vsdx; for Change Requests, use CR######_SBC_NAME.vsdx. Wherever possible, use the Incident/Service Request ticket ID; use the DO or CR ID only if no SR exists for the request.
  3. Make the necessary updates to the diagram in Visio. For existing call flows, highlight your changes with yellow fill (for shapes) or change the text to red (for text elements).
    • Note that Visio sometimes reports that it cannot find the diagram document if it has been recently renamed in SharePoint. To work around this issue, download the Visio file from SharePoint, edit it locally, and then upload that local copy over (i.e., replace) the existing SharePoint copy.
  4. Link to the new Visio document in the corresponding DevOps ticket.

Updating Production diagrams to reflect implemented changes

Section titled “Updating Production diagrams to reflect implemented changes”

Once the change has been implemented in Production:

  1. Copy the WIP diagram to the Production folder and then rename it to remove the SR######_ portion of the name. If it’s an existing call flow, replace the old Visio file with the new one.
    • If the work was done on an existing call flow, edit the files you copied to Production to remove the highlighted portions of the shapes or text.
  2. Publish a PDF copy of the new Visio file (File -> Export -> Create PDF/XPS).
  3. If the changes are significant (e.g., messages or flow logic has changed) notify Devon Lionas and Jasmine Nair that there are new versions of the documents that can be shared with the client. Use viewable (not editable) links to the SharePoint documents (allowing downloads).
  4. Move the WIP copy to the Archive folder within the Works-in-Progress Call Flows (Dev or BAT) folder. Leave the highlighted changes as-is in the archived diagram, if applicable, so it’s clear what was changed with that work.