Service Creation




RTFlow™ is Redwood’s web-based service creation environment, enabling users to build services for a wide range of multi-channel communications applications. Its intuitive drag-and-drop interface provides access to functions such as database integration, XML lookups and IP and web services, and enables interactive services such Instant Messaging, Voice over IP, SMS, MMS and web applications to be created for devices such as smart phones, tablets and monitoring devices.

In combination with RTIntegrate™, RTFlow uses the principles of SOA (Service-Oriented Architecture) and ERP (Enterprise Resource Planning). It allows disparate communications systems to connect with one another and connects them with data sources such as CRM systems to provide end-to-end communications services. RTFlow and its partner product RTComposer® have been used to create thousands of services, including RedContact™ multi-channel contact centre, RedLock™ secure automated payment systems, RedLink™ Unified Communications and the RTInstantBilling™ real-time billing engine, all of which link seamlessly. Services are monitored using associated RTMonitor™ and RedView™ products.

Action Cells

Within RTFlow functional building blocks, known as Action Cells, are organised into groups known as ‘palettes’. Action Cell palettes include:

  • Housekeeping: includes functions allowing users to control services by raising alerts, setting ‘stopwatch’ timers or pausing and resuming the service as required
  • Programmatic: includes functions to perform calculations and manipulate or validate data and variables
  • String manipulation: includes functions used to search, manipulate, format and validate data strings, allowing users to build dynamic multimedia messages
  • Call control: routing and scheduling functions allowing services to generate outbound multi-channel messages, to route into other applications or workflows, or route according to configurable data, percentage weighting, a time schedule, SMS keyword, CLI (Calling Line Identity) or DDI (Direct Dial Inward) numbers
  • Voice: functions relating to automated voice services such as IVR menu creation, Automatic Speech Recognition, Text to Speech, voice recording, prompt control and DTMF keypad data entry
  • Database: functions used to connect to local or remote databases, build and execute database queries and retrieve or store data related to services
  • Connection control: includes functions allowing users to connect to any network location via sockets using TCP (Transmission Control Protocol) or UDP (User Datagram Protocol)
  • Fax: functions for inbound and outbound fax services such as fax-to-email and SMS-to-fax
  • Conference: conferencing functions enabling users to create and host multimedia voice and video conferences over IP networks using VoIP technologies such as SIP (Session Initiation Protocol), Q.931 and H.323

When a palette is selected, the relevant cells appear in the action cell toolbox at the left of the screen. Action Cells can then be clicked to bring them out onto the workspace, or dragged and placed into the required position in the workflow.

An action cell can be linked to another by clicking its exit point bubble and then clicking on the next cell to be run in the workflow sequence.

To learn more about RTFlow, please contact us.