WarmTransfer
webex contact center · published

What an event flow can do

Verified 2026-09-15 · 10 sources · tier 2 · 1 disputed

Also known as CallbackFailed, OutboundCampaignCallResult, PreDial.

Disputed: 1 source below carries conflicting evidence.

An event flow shares custom flow variables and event output variables with the main flow 8. Both canvases contribute to the flow's average duration and average activities per contact 8.

Permitted activities and restrictions

Neither the blind transfer nor the bridged transfer activity may be placed in an event flow 9. The set caller identity activity may be used only in an event flow, where it serves as the terminal activity of the pre-dial event flow 7.

Certain activities are permitted or restricted based on the specific event handler:

  • The callback failure handler sanctions the callback, queue to agent, and queue contact activities inside an event flow, and can route a contact to a different destination 2.
  • The call progress analysis activity may appear in an event flow only on the callback failure handler 1.
  • The outbound campaign call result event flow is restricted to the play music and play message activities, and a virtual agent may not be used in it directly 4.

WarmTransfer's reading of the sources is that placement rules are not enforced visibly: the corpus holds 1 placement rule that produces no runtime warning when broken, and the documentation states no general rule about when event flow placement is validated 6.

Event availability and execution

Sources disagree on the availability of the phone contact ended event: it is described as available with selected call handling activities and, 2 sentences later, as exposed only by the queue contact activity 5.

No source states whether 2 event flows can run at once, whether 1 can run while the main flow is mid-activity, or what happens when an event fires while its own handler is still running 3.

See also

Applicability

Applies to: Cisco Webex Contact Center. Sources checked 2026-09-05.

What remains uncertain

When event flow placement rules are validated is not covered by the sources below. Which activities are permitted on the event flow canvas is not covered by the sources below.

See also

Part of

Related to

Referenced by

Sources

  1. 1
    The call progress analysis activity may appear in an event flow only on the callback failure handler.
    Build and manage flows with Flow Designer · Flow Designer, Call Progress Analysis activity · Checked 2026-09-05
  2. 2
    The callback failure handler sanctions the callback, queue to agent and queue contact activities inside an event flow and can route a contact to a different destination.
    Build and manage flows with Flow Designer · Flow Designer, CallbackFailed event flow · Checked 2026-09-05
  3. 3
    No source states whether 2 event flows can run at once, whether one can run while the main flow is mid-activity, or what happens when an event fires while its own handler is still running.
    Build and manage flows with Flow Designer · Flow Designer, event flows, counted against the rendered article · Checked 2026-09-05
  4. 4
    The outbound campaign call result event flow is restricted to the play music and play message activities, and a virtual agent may not be used in it directly.
    Build and manage flows with Flow Designer · Flow Designer, OutboundCampaignCallResult event flow · Checked 2026-09-05
  5. 5
    The phone contact ended event is described as available with selected call handling activities and, 2 sentences later, as exposed only by the queue contact activity.disputed
    Build and manage flows with Flow Designer · Flow Designer, PhoneContactEnded event · Checked 2026-09-05
  6. 6
    The corpus holds one placement rule that produces no runtime warning when broken, and the article states no general rule about when event flow placement is validated.inferred
    Build and manage flows with Flow Designer · Flow Designer, event flows and the Virtual Agent V2 placement restriction · Checked 2026-09-05
  7. 7
    The set caller identity activity may be used only in an event flow, and is the terminal activity of the pre-dial event flow.
    Build and manage flows with Flow Designer · Flow Designer, Set Caller ID activity and the PreDial event · Checked 2026-09-05
  8. 8
    An event flow shares custom flow variables and event output variables with the main flow, and both canvases contribute to the flow's average duration and average activities per contact.
    Build and manage flows with Flow Designer · Flow Designer, variable management and flow analytics · Checked 2026-09-05
  9. 9
    Neither the blind transfer nor the bridged transfer activity may be placed in an event flow.
    Build and manage flows with Flow Designer · Flow Designer, Blind Transfer and Bridged Transfer activities · Checked 2026-09-05
  10. 10
    Cisco warns that the End Flow activity should not be used in an interactive voice response flow, because doing so may result in dead air and the call may not disconnect.
    Build and manage flows with Flow Designer · Flow Designer, End Flow activity · Checked 2026-09-15

Documents

tier 2 current vendor documentation

Build and manage flows with Flow Designer

Cisco Systems, Inc. (Webex Help Center) · 2026-09-03 · accessed 2026-09-05

Cite this page

APA

WarmTransfer. (2026, September 15). What an event flow can do. WarmTransfer. https://warmtransfer.net/knowledge/wxcc-event-flow-behaviour

BibTeX

@misc{warmtransfer-wxcc-event-flow-behaviour,
  title  = {What an event flow can do},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/wxcc-event-flow-behaviour},
  note   = {Verified 2026-09-15}
}