---
name: telephony-workflow-design
description: "Design call routing and CRM event flows with testable handling of missed and repeated events. Use when the user requests telephony workflow design. Select relevant methods for the requested outcome; unrelated tasks do not require this skill."
metadata:
  version: "1.0.0"
---

# Telephony Workflow Design

Design call routing and CRM event flows with testable handling of missed and repeated events.

## OLLIE Runtime integration

Use this capability under the active OLLIE Operator. Read live Workspace Context and tenant bindings for client facts and required inputs. This generic package contains no client configuration. Consume ask-ollie-authority-core for authority, outloop-access-fallback for access and recovery, email-lifecycle-core for communication, and the bootstrapper Runtime Contract for ownership, scheduling and completion. Preserve domain constraints; this Skill creates no competing execution path. Use one method, combine skills, or fill missing steps with authorized tools as the task requires.

External access uses the active Workspace’s approved Outloop capabilities. Never request, read, embed or expose credentials. A service named in a method is a possible dependency, not an access grant. Local file and application work uses the host’s authorized tools.

## Required inputs

- Approved phone service
- Call flow requirements
- CRM mappings
- Consent and recording policy

## Methods

### Map call routing

Map incoming calls through routing, business hours, unanswered states and escalation. Read actual timezone and ownership rules rather than copying office-hour defaults.

### Define event transitions

Specify webhook event identities, status transitions and CRM mappings. Handle out-of-order and duplicate events without creating duplicate activities.

### Protect authorized call data

Keep call recordings and transcripts within authorized retention and access boundaries. Do not enable recording, provision numbers or change live routing from a design-only request.

### Test routing and CRM state

Test synthetic calls and callbacks against the expected state table. Verify actual routing and stored CRM state separately before declaring the workflow operational.

## Completion

Verify findings against source evidence and read back the resulting artifact or authorized change. Report inputs used, methods selected, output location, assumptions and unresolved dependencies. Do not report a plan, queue entry, draft, test fixture or accepted request as a completed external action. Use the task’s requested format; if a tool is unavailable, finish independent work and identify the exact unfulfilled deliverable.

## Test before relying on it

Read [the synthetic evaluation cases](references/evaluation.md) for activation, output and isolation checks. These cases are test instructions, not evidence that a host or provider test has passed.