user manual cie 1.0 ivr-editor - avaya...

User Manual Customer Interaction Express 1.0 IVR-Editor

Edition: 1.1 01/23/2007

COMPAS ID: 117361

© Copyright Comergo GmbH All rights reserved User Manual Customer Interaction Express 1.0 IVR-Editor Edition: 01/23/2007 Reproduction and disclosure of information contained in this copyright-protected document, in any form or by any means, graphical, electronic or mechanical by photocopying, recording on disk or tape or storage in a data retrieval system, even in part, require the prior written consent of Comergo GmbH 2006. All technical data, information and properties of the product described in this document have been compiled to the best of our knowledge at the time of going to print. Subject to modification and improvements to the product in the course of technical developments.

Contents

About this manual 1 Questions about this manual ......................................................................................................1

Who is part of the target group? ..................................................................................1 What kind of information is provided?........................................................................1 What kind of information is not provided?..................................................................1 How is this manual organized?....................................................................................2 Font styles in this manual ...........................................................................................2 Which edition are you reading?...................................................................................2 What has changed since the last edition? ....................................................................2 Where can you find additional information? ...............................................................3 Where can you get additional support? .......................................................................3

How do you get a printed copy? ................................................................................................4 Prerequisites ................................................................................................................4 Printing the manual .....................................................................................................4 Problems when printing...............................................................................................4

Meet the IVR Editor module 5 What is the IVR Editor?.............................................................................................................5

Application areas .........................................................................................................5 What can you do with the IVR Editor module?...........................................................6 Prerequisites for using the IVR Editor module in the CIE system ..............................7 Supported WAV formats:............................................................................................7

Structure of the IVR Editor module...........................................................................................8 Opening the IVR Editor module..................................................................................8 Icon..............................................................................................................................8 Menus ..........................................................................................................................8 Commands of the IVR script menu .............................................................................8 Commands of the Edit menu .......................................................................................9 Commands of the View menu .....................................................................................9 Commands of the Tools menu.....................................................................................9 Commands of the Window menu ................................................................................9 Commands of the Help menu ....................................................................................10 Tool bar .....................................................................................................................10 Status bar ...................................................................................................................10 Tab: IVR Scripts........................................................................................................11 Tab: Elements............................................................................................................12 Working window: IVR Script....................................................................................14 Columns ....................................................................................................................14

Using Help and the About dialog.............................................................................................16 Using the Help function.............................................................................................16 Using tooltips ............................................................................................................16

Terms and elements of the IVR Editor 17 Terms .......................................................................................................................................17

IVR script ..................................................................................................................17 Folder ........................................................................................................................17

Input connector, exit connector, and connection .....................................................................18 What is an input or exit connector? ...........................................................................18

User Manual CIE 1.0 IVR-Editor Contents • iii

What is a connection?................................................................................................18 What are corner points?.............................................................................................18

Error-exit connector.................................................................................................................19 Setting an error for Logic, Branch and Define variable.............................................19 Which information do LastError and ErrorInfo contain? ..........................................20

Condition .................................................................................................................................21 Operating method ......................................................................................................21 Operators in a condition ............................................................................................21 Tags in a condition ....................................................................................................24 Local variables in a condition....................................................................................24 Example for a condition ............................................................................................24

Elements ..................................................................................................................................25 Structure of elements.................................................................................................25 General properties of all elements .............................................................................25 Element: Comment....................................................................................................26

Basic elements .........................................................................................................................27 Start ...........................................................................................................................27 End ............................................................................................................................27 Logic..........................................................................................................................28 Check times ...............................................................................................................29 Define variable ..........................................................................................................30 Branch .......................................................................................................................32 Wait ........................................................................................................................... 33 Start script .................................................................................................................34 Start program.............................................................................................................35

Speech elements.......................................................................................................................38 Announcement...........................................................................................................38 Announcement plus DTMF.......................................................................................41 Announcement plus DTMF sequence .......................................................................44 Announcement plus speech recognition ....................................................................48 Text to speech...........................................................................................................52 Record voice mail......................................................................................................55 Record voice mail plus DTMF ..................................................................................59 Send voice mail as e-mail..........................................................................................63 Delete voice mail.......................................................................................................66

Telephony elements .................................................................................................................69 Call ............................................................................................................................69 Send DTMF tones .....................................................................................................72 Consultation...............................................................................................................73 Transfer .....................................................................................................................77 Toggle........................................................................................................................78 Disconnect .................................................................................................................79 Release ......................................................................................................................80 Information on connection ........................................................................................81 Call routing................................................................................................................83 Call routing information ............................................................................................85

Database elements ...................................................................................................................87 Background knowledge of database elements ..........................................................87 Note on modifying or deleting records......................................................................91 Open database............................................................................................................92 Close database ...........................................................................................................93 Add record.................................................................................................................94 Modify record............................................................................................................95 Delete records............................................................................................................97 SQL query .................................................................................................................98 First record .............................................................................................................. 100 Next record .............................................................................................................. 102 Delete record ........................................................................................................... 104 Modify record.......................................................................................................... 105

Variables................................................................................................................................ 106

iv • Contents User Manual CIE 1.0 IVR-Editor

Global variables....................................................................................................... 106 List of predefined variables ..................................................................................... 106

Configuring Tools 109 Configuring voice units ......................................................................................................... 109

What is a voice unit? ............................................................................................... 109 List of voice units .................................................................................................... 109 Properties of a voice unit ......................................................................................... 110 Editing the properties of an IVR script.................................................................... 112 Editing voice mails .................................................................................................. 114 Editing the line allocation........................................................................................ 114

Viewing the IVR script-VU assignment ................................................................................ 115 Opening the view..................................................................................................... 115 What does the IVR script-VU assignment show? ................................................... 115

Defining time off periods....................................................................................................... 116 Time off list ............................................................................................................. 116 Properties of a time off period................................................................................. 116

Creating an IVR Script 118 Working with IVR scripts...................................................................................................... 118

Creating a folder ...................................................................................................... 118 Creating an IVR script............................................................................................. 119 Opening an IVR script............................................................................................. 119 Which is the active IVR script? ............................................................................... 120 Moving an IVR script............................................................................................. 120 Changing the name.................................................................................................. 120 Deleting a folder ...................................................................................................... 121 Deleting an IVR script............................................................................................. 121 Refresh .................................................................................................................... 121

Changing size and position of windows ................................................................................ 122 Changing the size of a dialog .................................................................................. 122 Hiding or displaying the IVR scripts window ......................................................... 122 Closing all windows ................................................................................................ 122 Arranging windows ................................................................................................. 123 Example for cascading windows ............................................................................. 123 Example for tiled windows...................................................................................... 123

Working with elements.......................................................................................................... 124 Inserting an element ................................................................................................ 124 Editing an element................................................................................................... 124 Moving an element .................................................................................................. 124 Deleing one or more elements ................................................................................. 124 Deleting all elements ............................................................................................... 125 Displaying information on an element (tooltip) ...................................................... 125

Customizing connections....................................................................................................... 126 Connecting elements ............................................................................................... 126 Moving corner points ............................................................................................. 126 Highlighting connections......................................................................................... 126 Deleting connections ............................................................................................... 126

Creating an element ............................................................................................................... 127 Creating a logic element .......................................................................................... 127 Creating an Announcement element........................................................................ 127

Creating and editing local variables....................................................................................... 128 Inserting a local variable ......................................................................................... 128 Editing a local variable............................................................................................ 128 Deleting a local variable.......................................................................................... 129

Saving and enabling............................................................................................................... 130 Save ......................................................................................................................... 130 Enable...................................................................................................................... 130 Script debugging...................................................................................................... 131

User Manual CIE 1.0 IVR-Editor Contents • v

Print ....................................................................................................................................... 132 Viewing the print preview ....................................................................................... 132 Print ......................................................................................................................... 132

Importing and exporting 133 Exporting ............................................................................................................................... 133

Why export data?..................................................................................................... 133 Exporting in IVR format ......................................................................................... 133 Exporting in XML format ....................................................................................... 134

Importing ............................................................................................................................... 135 Note already used names ......................................................................................... 135 Possible import formats ........................................................................................... 135 Importing................................................................................................................. 135

Tips and tricks 136 Help with problems................................................................................................................ 136

TTS file is not played .............................................................................................. 136 German umlauts ...................................................................................................... 136 Endless loop in an IVR script .................................................................................. 137 Write-protection for Text to speech element ........................................................... 137 Caller’s number cannot be identified....................................................................... 137 Enabled IVR script does not work in Voice Control ............................................... 137 Scroll bar is no longer visible .................................................................................. 138

Tips ........................................................................................................................................ 139 Variables for language............................................................................................. 139 Registry entries for filing......................................................................................... 140 DTMF sequence for fax machine ............................................................................ 140

Example 1: IVR script with database connection .................................................................. 141 Where do you find the example?............................................................................. 141 Function of the example .......................................................................................... 141 Prepared database .................................................................................................... 141 Notes on the IVR script ........................................................................................... 145

Example 2: IVR scripts Record and play voice mail ............................................................. 149 Where do you find the example?............................................................................. 149 IVR script: Record voice mail ................................................................................. 149 Illustration of the IVR script.................................................................................... 149 Script: Play voice mail............................................................................................. 150 Voice Control server process................................................................................... 152

Grammar for speech recognition ........................................................................................... 153 Nuance OSR 3.0 ...................................................................................................... 153 Nuance SpeechPearl ................................................................................................ 155

Glossary 157

Index 159

vi • Contents User Manual CIE 1.0 IVR-Editor

About this manual

Questions about this manual Before you start reading, you might have questions concerning this document. In this section, we answer some of those questions.

CIE stands for Customer Interaction Express.

Who is part of the target group? This guide is intended for individuals who are working with the IVR Editor module or who would like to familiarize themselves with the individual characteristics of the module. It makes no difference whether you are using this document in printed or online form.

Use this guide however you wish, whether as a reference or in order to learn about all of the options of the IVR Editor.

What kind of information is provided? This document contains information to help you get to know and use the IVR Editor module.

What kind of information is not provided? This guide does not contain any information about commissioning and installing the IVR Editor. You can find information about other modules in the CIE system in the corresponding documents.

User Manual CIE 1.0 IVR-Editor About this manual • 1

How is this manual organized? The organization of this guide provides a step-by-step introduction to the use of the IVR Editor. Once you have read a few pages you will notice that topics are structured similarly. Usually, an introduction to the topic is provided first. Prerequisites or necessary skills are often described next, Instructions follow the prerequisites or necessary skills. An illustration or example further clarifies the topic.

Font styles in this manual The following font styles are used in this manual: Font style Explanation Bold Characterizes menus, commands, buttons, and names of

dialogs. Italics Characterizes special concepts. Standard Characterizes explanations and instructions.

Which edition are you reading? The following table lists information about this edition:

Compiled on: January 23, 2007

Based on: IVR Editor module

Editors Andreas Marquardt

Available as: Online help Acrobat Reader file

What has changed since the last edition? The following table shows the history of this document. Version Date Changes 1.0 10/19/2006 Final version 1.1 01/23/2007 New Topic: Scroll bar is no longer visible

2 • About this manual User Manual CIE 1.0 IVR-Editor

Where can you find additional information? This guide describes the skills and prerequisites that you will need to operate the IVR Editor.

You will find additional information about the CIE system in the following manuals:

• Guides to the other CIE modules. Like this document, you can use these documents online or in printed form.

Where can you get additional support? You can get additional support on the Internet.

Information on the Internet

You can find information on the Internet on the following sites.

http://www.avaya.com

http://www.comergo.com

User Manual CIE 1.0 IVR-Editor About this manual • 3

http://www.avaya.com/

http://www.comergo.com/

How do you get a printed copy? You would rather read this manual on paper than on the PC screen. No problem! You can print the manual. This document is prepared for being printed. Printing this file provides you with a conventional manual.

The manual is printed in A4 format. When printed, the manual has around 167 pages.

Prerequisites The following conditions must be met if you want to print this document.

• You need the CIE DVD.

• An Acrobat Reader of at least Version 4 or higher must be installed on your PC. You can find the relevant software on the CIE DVD.

• A graphics-capable printer must be connected to your PC.

Printing the manual You want to print this document.

1. In the file manager, open the Voice Control - doc folder on the DVD.

2. Double-click the cie_10_ivreditor_en.pdf file. The Acrobat Reader application opens and shows the instructions.

3. Select Print from the File menu of the Acrobat Reader application. The file is printed.

Problems when printing If you cannot print the document, please consult your system administrator.

4 • About this manual User Manual CIE 1.0 IVR-Editor

Meet the IVR Editor module

What is the IVR Editor? This topic gives you basic knowledge needed for other topics. You can look up particular points in this topic at any time.

The IVR Editor is part of the CIE user interface. IVR stands for Interactive Voice Response.

Application areas The IVR Editor is used in the CIE system in conjunction with Voice Control.

In the CIE system, this module is installed together with the CIE user interface. The Configuration in the CIE user interface module is used to configure the Voice Control environment.

User Manual CIE 1.0 IVR-Editor Meet the IVR Editor module • 5

What can you do with the IVR Editor module? You create IVR scripts with the IVR Editor module.

IVR script

An IVR script has the following functions:

• It determines which process is requested.

• What is done with a connection?

• Which announcements are played to a caller?

• Which entries can/ does the user have to make?

• What happens with the user's entries (voice mail, database entries, etc.)?

Elements

The following elements are at your disposal for using these functions:

• Elements to write, read, and modify (calculate) local variables and CIE tags.

• Elements for conditional branches.

• Elements for conditions of time.

• Elements for inputs (DTMF, speech recognition, recording).

• Elements for outputs (playing announcements, text-to-speech).

• Elements for the modification of connections (call, consultation, brokerage, transfer, release, etc.).

• Elements for database access

With these elements it is possible to create sequences, even of complex applications such as voice box applications, etc.

6 • Meet the IVR Editor module User Manual CIE 1.0 IVR-Editor

Prerequisites for using the IVR Editor module in the CIE system The following requirements must be met so that you can use all the functions of the IVR Editor module:

• The CIE server must already be configured by your system manager.

• As authorized agent (user), your system administrator provided you with an agent name and personal password. You need both for login.

• As user (agent) of the CIE system, you must have the IVR Editor privilege. Privileges are configured in the configuration module.

Supported WAV formats: For Voice Control, we recommend the following WAV format:

PCM 8,000 kHz, 16 bits, Mono, 16 Kbits/s

You can also use the following WAV formats. However, they might result in loss of quality.

• PCM 11,025 kHz, 16 bits, mono, 21 Kbits/s

• PCM 16,000 kHz, 16 bits, Mono, 31 Kbits/s




Structure of the IVR Editor module The IVR Editor module is part of the CIE system. The IVR Editor module features menus, commands, and a tool bar.

Opening the IVR Editor module Proceed as follows to open the IVR Editor module:

1. Click Administration on the taskbar.

2. Click IVR Editor. The IVR Editor module will open.

or

1. Select IVR Editor in the Window menu. The IVR Editor module will open.

Icon The following icon is used for the IVR Editor:

Menus The following schematic illustration shows the menus of the IVR Editor module.

IVR script Edit View Tools Window Help

Commands of the IVR script menu The following table lists all commands and functions of the IVR script menu. Command Function New -> IVR script Creates a new IVR script. New -> Folder Creates a new folder. You can organize related IVR

scripts in a folder. Save Saves the active IVR script in the CIE database. In

the window the active IVR script is marked by the corresponding color of the title bar.

Rename You can rename the selected IVR script or the selected folder .

Properties You can determine type and availability for selected VU scripts. See Editing the properties of an IVR script

Delete DEL You can delete the selected IVR script or folder. Enable Saves the active IVR script in XML format in the

database and activates this IVR script for the server. Print CTRL+P Prints the active IVR script. Print preview Shows the print preview.


Command Function Import You can import one or several IVR scripts Export You can export one or several IVR scripts. Export as XML script Exports the active IVR script in XML format.

Commands of the Edit menu The following table lists all commands and functions of the Edit menu. Command Function Local Variables You can create, edit or delete local variables for the

active IVR script. In the window the active IVR script is marked by the corresponding color of the title bar.

Select all Ctrl+A Selects all elements of the active IVR script. Delete DEL Deletes selected elements from the active IVR script.

Commands of the View menu The following table lists all commands and functions of the View menu. Command Function IVR Scripts Switches the view of the IVR script on or off. Refresh F5 Refreshes the display of the IVR scripts.

Commands of the Tools menu The following table shows the commands and functions of the Tools menu. Command Function VU Configuration You can create, change, copy, or delete voice units. Time Off You can define time off periods. IVR Script-VU Assignment Overview

Shows the assignment of IVR scripts to voice units.

Commands of the Window menu The following table lists all commands and functions of the Window menu. Command Function Cascade Arranges all open IVR script windows in cascading

form. Arrange Arranges all open IVR script windows in tiled form. Close All Closes all open IVR script windows. Script name Brings the window with the respective script name to the

foreground.


Commands of the Help menu The following table lists all commands and functions of the Help menu. Command Function Contents Shows the contents of the Online Help. You can perform

key-word searches.

Tool bar In addition to the keyboard shortcuts for some commands, the IVR Editor features a tool bar with several buttons. These buttons provide commands you need frequently.

Tooltips are displayed for the icons of the tool bar.

The following table lists the toolbar icons and their functions. Icon Function Corresponds

to

Menu

Command

Saves the active IVR script. IVR Script Save

Prints the active IVR script. In the window the active IVR script is marked by the corresponding color of the title bar.

IVR Script Print

Shows the local variables of the open IVR script. You can edit the local variables.

Edit Local Variables

Enables the active IVR script for the server.

IVR Script Enable

Creates a new folder. IVR Script New -> Folder

Creates a new IVR script. IVR Script New -> IVR script

Switches the view of the IVR script on or off.

View IVR Scripts

Arranges all open IVR script windows in tiled form.

Window Arrange All

Arranges all open IVR script windows in cascading form.

Window Cascade

Status bar The status bar shows current help information and the current date and time.

On the right, the status bar shows the icon. If a dialog box shows this icon, you can change the size of the dialog box as desired.


Tab: IVR Scripts The IVR scripts tab shows the configured IVR scripts and folders. You can create, edit, and delete folders and IVR scripts. Icons and names mark IVR scripts and folders. A scroll bar is added if necessary. All changes are saved to the CIE database right away.

Icons of the IVR scripts tab

The following table lists and explains the icons of the IVR scripts tab. Icons Explanation

The IVR script is open in the IVR Editor. The IVR script is displayed in the IVR script window . If cascading window arrangement is selected the IVR script might be in the background.

The IVR script is not open in the IVR Editor.

The tab shows only the folder.

The tab shows the contents of the folder..

To have the contents of a folder displayed click .

To hide the contents of a folder click .

Illustration

The following illustration shows the IVR scripts tab.

Please refer to the respective topics for explanations of the terms.

Pop-up menu

You can open a pop-up menu for the IVR scripts tab by clicking with the mouse. The following table lists and explains the possible commands of the pop-up menu. Commands of the pop-up menu Explanation Create IVR Script Creates a new IVR script. You must enter

a name and can then select a folder. Create Folder Creates a new folder. You must enter a

name. Properties Defines the script type and script name. Delete DEL Deletes the selected folder or selected

IVR script. Refresh F5 Refreshed the display of the IVR scripts.


Tab: Elements You find icons for all elements you can use in an IVR script in the Elements tab. The list of icons is displayed as tab if you opened an IVR script or create a new IVR script. A scroll bar is added if necessary.

The following schematic table shows the Elements tab. IVR Scripts Elements

Comment

Basic elements Start

End

Logic

Check times

Define variable

Branch

Wait

Start script

Start program

IVR Scripts Elements

Speech elements

Announcement

Announcement plus DTMF

Announcement plus DTMF sequence

Announcement plus speech recognition

Text to speech

Record voice mail

Record voice mail plus DTMF

Send voice mail as e-mail

Delete voice mail



Telephony elements Call

Send DTMF tones

Consultation

Transfer

Toggle

Disconnect

Release

Information on connection

Call routing

Call routing information


Database elements Open database

Close database

Add record

Modify records

Delete records

Access record

SQL query

First record

Next record

Delete record

Modify record

Please refer to the respective topics for explanations of elements.


Working window: IVR Script The IVR script window is used to determine the sequence of an announcement with elements.

Pop-up menu in the IVR script window

A pop-up menu opens if you right-click the input connector or exit connector of an element in the IVR script window . The following table lists and explains the possible commands of the pop-up menu. Commands of the pop-up menu Explanation Highlight Connection Changes the color of the selected

connection (color of line). Delete Connection Deletes the selected connection. -> Other element Toggles to the input or exit connector of

the connected element.

Columns Objects like VUs or tags are presented in tables. These tables show additional information on objects in columns.

You can customize the column arrangement of these tables, change the order of columns and display or hide columns. You can also search for certain entries.

Changing display order

Objects in a table are always shown in alphabetical order. You can sort the display alphabetically according to any column. You can sort in ascending or descending order. By default, the information, e.g. names, is presented alphabetically. This means that A comes after B, followed by C, etc.

Proceed as follows to sort the table according to a certain column.

1. Click the column heading.

3. The table is sorted alphabetically according to this information, e.g., the number. The column heading shows the icon arrow up.

4. Click the column heading again to change the order.

5. The table is sorted in reverse order. The column heading shows the icon arrow down.


Configuring the columns

You can configure which information is shown in the table. The standard setting is used by default.

Proceed as follows to configure the columns.

1. In the table view, click the Columns button. The Configuration of Columns dialog opens.

6. Deselect Use defaults.

7. You can customize the visible columns with the buttons <<< Insert >>> Remove, Up and Down.

8. Click OK to save your settings. The table of objects is then displayed with the configured columns.

Searching in columns

You can search a table for certain entries. You will find the respective search fields at the bottom area of the table. You can thus search a table containing many objects for specific objects with certain properties.

For example, proceed as follows to search for a tag with a specific name:

1. Enter "b", for example, in the search field for the name.

9. The first entry found is selected in the table. In our case a tag starting with "b".


Using Help and the About dialog In this chapter you learn how to open the Help and how to use a tooltip.

Using the Help function The IVR Editor module offers a dialog-oriented, context-sensitive help for all menus, commands and dialogs. You can search for information on a certain topic.

Help during operation

You can open Help information for each command and dialog.

1. A dialog is open. Press the F1 key. The Online help for this dialog opens.

Help contents

You want to read the contents of the Online Help.

1. Select Contents from the Help menu The Online help opens.

2. Click a text to obtain further information.

Using tooltips A tooltip provides quick information on elements and Error-exit connectors.

Information on an element

If you point the mouse pointer to an element for a short while, a tooltip is displayed.

The tooltip shows the configured data of the element.

Information on an Error-exit connector

If you point the mouse pointer to an Error-exit connector for a short while a tooltip is displayed.

For an Error-exit connector the tooltip shows a list of possible errors of the element.


Terms and elements of the IVR Editor

Terms You create IVR scripts with the IVR Editor. You can use folders to arrange these IVR scripts.

IVR script An IVR script contains configured elements. Elements define the course of a call. You can create any number of IVR scripts. The limit is the memory requirement of the database.

Only one user at a time can edit an IVR script within the CIE system. IVR scripts are inaccessible for all other users.

Folder Folders are used to arrange IVR scripts. A folder can contain any number of IVR scripts. You can create any number of folders.

User Manual CIE 1.0 IVR-Editor Terms and elements of the IVR Editor • 17

Input connector, exit connector, and connection A connection starts at the exit connector of one element and ends at the input connector of another element.

What is an input or exit connector? All elements have at least one input connector and one exit connector.

The lower ports of an element are exit connectors and the upper ports of an element are input connectors. You can connect the exit connector of one element with the input connector of another element.

A Logic element features a Y-exit connector and an N-exit connector. It is distributed to the Y-exit connector if the condition is met and to the N-exit connector if the condition is not met.

Input connectors and exit connectors can be vacant or assigned. A number marks a certain input or exit connector. Only one connection can be assigned to an input or exit connector. Depending on the type of element a new input connector is created when you assign a connection to an input connector . If you remove a connection from an input connector, the connector is removed as well, unless it is the only connector left.

What is a connection? The link between two ports is called a connection. A line represents a connection graphically.

You can connect a vacant input connector with a vacant exit connector. You cannot assign several connections to one input or exit connector.

What are corner points? For a clearer layout you can add corner points to connections.

18 • Terms and elements of the IVR Editor User Manual CIE 1.0 IVR-Editor

Error-exit connector Most elements have an Error-exit connector. If an error occurs during the processing of an element it is distributed to the Error-exit connector. To check the kind of error and thus be able to react to an error the system variables LastError and ErrorInfo are used.

For elements with an Error-exit connector a tooltip displays possible errors at the Error-exit connector with error number and explanation.

For all elements except Define variable, Branch, and Logic, the system variables LastError and ErrorInfo are set to 0 when processing starts. If the values of the variables LastError and ErrorInfo are needed further, the values have to be saved in local variables or tags.

Setting an error for Logic, Branch and Define variable Element: Logic

For a Logic element the system variables LastError and ErrorInfo are just queried. If an error occurs while a Logic element is being processed the script is cancelled and the default script started.

The following errors can occur for a Logic element:

• The variable used does not exist.

• The tag variable cannot be accessed (no connection with the CIE system).

Element: Branch

For a Branch element the system variables LastError and ErrorInfo are just queried. If an error occurs while a Branch element is being processed the script is cancelled and the default script started.

The following errors can occur for a Branch element.

• The variable used does not exist.

Element: Define variable

For a Define variable element the values of the system variables LastError and ErrorInfo are passed on to the following element. The Define variable element does not set its own error value when exiting via the Error-exit connector.

The following error possibilities can be determined with TTrace: Error Explanation can't find variable to set LogicParser returns with error: Error: No variable: var1 wrong variable vu_tag

The variable a value is assigned to does not exist. The local variable (e.g., var1) to be read does not exist. The tag (e.g., vu_tag) to be read does not exist.


Which information do LastError and ErrorInfo contain? Values of the system variables LastError and ErrorInfo

When a script is started the value of the system variable LastError and ErrorInfo is set to 0. The value is not changed if no error occurs during the processing of the element.

Moreover, each element, except for the Logic, Branch, and Define variable elements, sets the LastError or ErrorInfo variable to 0 at the beginning and describes it with an appropriate error value before exiting through the Error-exit connector.

With the Logic, Branch and Define variable elements, the LastError and ErrorInfo system variables can be saved or evaluated right away.

Database elements

If an error occurs during the processing of a database element, the value of the system variable ErrorInfo is set with an ODBC error code for database elements. These error values are described in the relevant ODBC manual for the database used.

Elements Call, Consultation, Transfer, Toggle

The telephony elements Call, Consultation, Transfer and Toggle have several different exit connectors. These exit connectors are used if the corresponding conditions or causes happen. Not all possible telephony causes are taken into account for exit connectors. Further telephony causes may occur in individual cases. In these cases the element Call or Callback is exited via the Error-exit connector. A corresponding message is saved in the ErrorInfo system variable.


Condition You need conditions with Logic elements. You use operands, tags and local variables in conditions. It is also possible to specify a constant string in a condition . The string must be marked by quotes ("2" + "3" == "23"). The string itself must not contain quotes.

Operating method You use conditions to control the order of processes.

The flow is directed to the Y-exit connector if the condition is met.

The flow is directed to the N-exit connector if the condition is not met.

Examples for conditions: Simple term with two variables pin_input == pin1 Simple term with one variable and a constant string

pin_input == "4711"

Complex term (pin_input == pin1 ) && (var2 >= mask1)

Operators in a condition The following table lists all available operators. Operator Explanation Logic && Logical AND, e.g. (1==1)&&(2==2) is true (1==1)&&(2==3) is

false || Logical OR, e.g. (1==1)||(2==3) is true, (1==0)||(2==3) is false ! Logical negation, e.g. !(1==1) is 0, !0 is 1 Arithmetic + Plus (31 + 5 is 36) ++ Increment - Minus -- Decrement * Multiply / Divide % Modulo & Arithmetic AND | Arithmetic OR ( Open parenthesis ) Close parenthesis Comparison == Equal != Not equal to < Less than <= Less than or equal to > Greater than >= Greater than or equal to


Operator Explanation String operators + Links words (e.g. "Call"+"Center" becomes "CallCenter", "31"+"5"

becomes "315". == Lexicographic comparison of words for equal to (e.g., “CallCenter“

==“CallCenter“ is correct) != Lexicographic comparison of words for not equal to (e.g.,

"CallCenter" !="CallCenter" is correct) < Lexicographic comparison of words for less than (e.g., "CallCenter"

< "callCenter" is correct). <= Lexicographic comparison of words for less than or equal to. (e.g.,

"CallCenter" <= "callCenter" is correct) > Lexicographic comparison of words for greater than. (e.g.

"callCenter" > "CallCenter" is correct) >= Lexicographic comparison of words for greater than or equal to.

(e.g., “callCenter“ >= “CallCenter“ is correct) ~ Lexicographic comparison of words contains a part. (e.g.

CallCenter" ~"Center" is true). # Lexicographic comparison of words contains a part. Case-sensitivity

is not taken into account (e.g. CallCenter“ #“CENTER“ is true). Integer functions cstr(?) Converts an integer to a string, e.g., cstr(3) returns "3" ?if(?) Returns Operand1 as integer if the condition in Operand2 is TRUE,

e.g.5 if (1==1) returns 5; 5 if (1==0) returns 0 ?ifnot(?) Returns Operand1 as integer if the condition in Operand2 is FALSE,

e.g.5 if (1==1) returns 0; 5 if (1==0) returns 5 String functions Upper(?) Changes strings to capital case, e.g. upper("CallCenter") to

"CALLCENTER" Lower(?) Changes strings to lower-case letters, e.g. lower("CallCenter") to

"callcenter" cint(?) Changes strings to integers, e.g., cint("22") to 22 isempty(?) Checks a string for empty contents, e.g., isempty("") is true. ? if(?) Returns Operand1 if the condition in Operand2 is TRUE, e.g.,

"CallCenter" if (1==1) returns "CallCenter", "CallCenter" if (1==0) returns ""

? ifnot(?) Returns Operand1 if the condition in Operand2 is FALSE, e.g. "CallCenter" ifnot (1==1) returns "", "CallCenter" ifnot (1==0) returns "CallCenter"

? left ? Returns the left n characters of Operand1, e.g. "CallCenter" left 4 returns "Call"

? leftfirst ? Returns the left part of Operand1 ending with the first appearance of Operand2, e.g., "CallCenter" leftfirst "a" returns "Ca", "CallCenter" leftfirst "z" returns ""

? leftfirstex ? Returns the left part of Operand1 ending before the first appearance of Operand2, e.g., "CallCenter" leftfirstex "a" returns "C"; "CallCenter" leftfirstex "z" returns "".

? leftlast ? Returns the left part of Operand1 ending with the last appearance of Operand2, e.g., "CallCenter" leftlast "C" returns "CallC"; "CallCenter" leftlast "z" returns "".

? leftlastex ? Returns the left part of Operand1 ending before the last appearance of Operand2, e.g., "CallCenter" leftlastex "C" returns "Call"; "CallCenter" leftlastex "z" returns ""

? mid ? Returns the right part of Operand1 from the character defined with Operand2 (zero-based index), e.g., "CallCenter" mid 4 returns "Center"


Operator Explanation ? right ? Returns the right n characters of Operand1, e.g., "CallCenter" right 6

returns "Center" ? rightfirst ? Returns the right part of Operand1 beginning with the first

appearance of Operand2, e.g., "CallCenter" rightfirst "e" returns "enter", "CallCenter" rightfirst "z" returns ""

? rightfirstex ? Returns the right part of Operand1 starting after the first appearance of Operand2, e.g. "CallCenter" rightfirstex "e" returns "nter", "CallCenter" rightfirstex "z" returns ""

? rightlast ? Returns the right part of Operand1 starting with the last appearance of Operand2, e.g. "CallCenter" rightlast "C" returns "Center"; "CallCenter" rightlast "z" returns ""

? rightlastex ? Returns the right part of Operand1 starting after the last appearance of Operand2, e.g. "CallCenter" rightlastex "C" returns "enter"; "CallCenter" rightlastex "z" returns ""

len ? Returns the length of a string, e.g., len 'abc' returns 3\n. Date/ time functions _now Renders the current date and the current time in the format

DD.MM.YYYY HH:MM:SS e.g. 17.11.2004 11:09:07 (this function is only called once per condition, even if the term contains _now more than once).

_hour(?) Hour (0 to 23) of a time stamp: _hour(23:15:30) renders 23. (You get the current hour with: _hour(_timeOfDay(_now)

_minute(?) Minute (0 to 59) of a time stamp: _minute(23:15:30) renders 15. (You get the current minute with: _minute(_timeOfDay(_now)

_second(?) Second (0 to 59) of a time stamp: _second(23:15:30) renders 30. You get the current second with: _second(_timeOfDay(_now)

_year(?) Year of a time stamp: _year(25.04.2004) renders 2004 (You get the current year with: _year(_date(_now)

_month(?) Month (1 to 12) of a time stamp: _month(25.04.2004) renders 4. _month(_date(_now)

_dayOfMonth(?) Day of the month (1 to 31) of a time stamp: _dayOfMonth(25.04.2004) renders 25. : _dayOfMonth(_date(_now)

_dayOfWeek (?)

Weekday (0=Sunday, 1=Monday, etc,, 6=Saturday) of a time stamp: _dayOfWeek(25.04.2004) renders 0.: _dayOfWeek(_date(_now)

_date(?) Renders the date of a date-time stamp (e.g. _date(25.04.2004 23:00:00) => 25.04.2004)

_timeOfDay (?)

Renders the time of a date-time stamp (e.g. _timeOfDay(25.04.2004 23:00:00) => 23:00:00)

+ Adds the number of days specified with Operand2 to the date of Operand1, e.g. 31.01.2004 + 4 => 04.02.2004.

+ Adds two times modulo 24 hours e.g. 12:00:00 + 13:00:00 => 01:00:00.

- Subtracts the number of days specified with Operand2 from the date of Operand1, e.g. 31.01.2004 - 32 => 30.12.2003.

- Determines the number of days between two date settings, e.g. 04.02.2004 - 31.01.2004 => 4; 31.01.2004 - 04.02.2004 => -4.

- Subtracts two times modulo 24 hours e.g. 01:00:00 - 12:00:00 => 13:00:00

< Date/ time comparison on less than, e.g. 25.04.2004 < 01.05.2004 renders 1, 23:00:00 < 19:00:00 renders 0

<= Date/ time comparison on less than or equal to, e.g. 25.04.2004 <= 01.05.2004 renders 1; 23:00:00 <= 19:00:00 renders 0

>

Date/ time comparison on greater than, e.g. 25.04.2004 > 01.05.2004 renders 0, 23:00:00 > 19:00:00 renders 1


Operator Explanation >= Date/ time comparison on greater than or equal to, e.g. 25.04.2004

>= 01.05.2004 renders 0; 23:00:00 >= 19:00:00 renders 1 == Date/ time comparison on equal, e.g. 25.04.2004 == 01.05.2004

renders 0, 23:00:00 == 23:00:00 renders 1 != Date/ time comparison on not equal to, e.g. 25.04.2004 !=

01.05.2004 renders 1; 23:00:00 != 19:00:00 renders 1

Tags in a condition You can use tags in a condition . A list of names, types, data types and precisions of all tags is provided. Tags are defined under Administration - Configuration in the Contact Center User Interface.

Local variables in a condition You can use local variables in a condition . A list of names and values is provided. The local variables apply to a certain IVR script.

Example for a condition You can use a variety of tags, local variables, and operators for a condition. The following example shows how a condition is structured.

[Logic]Load2

Condition: c.dialledTheme == “Load calls 2”

Comment: Check for topic name


Elements A unit in the IVR Editor is called an element. Each element has certain properties.

Structure of elements Elements are divided according to the following areas:

• Basic elements

• Speech elements

• Telephony elements

• Database elements

General properties of all elements The following properties are valid for all elements except the elements Comment (Label and Not interruptible are not available) and End (Not interruptible is not available).

These properties are not explained in further detail in the description of each element. Properties Explanation Label The label is displayed on the icon, with the tooltip, on the

printout, and it is exported. You can use up to 29 alphanumeric characters for the label.

Not interruptible The element is interruptible by default. Interruptible means that the CIE system can end the IVR script while the element is running.

Comment The comment is displayed with the tooltip and it is exported. You can use up to 250 alphanumeric characters for a comment.

Ok

Confirms your entries and closes the dialog.

Cancel

Closes the dialog without applying the changes.

Do not use any special characters in file or folder names When specifying files or folder names, you must not use the following characters.

/ \ : * ? „ <> |

Using these characters will cause errors when creating files, as the operating system does not allow these characters.

We recommend that you use the Browse button to select a file or folder.

Note also that you must use a UNC path when specifying a folder.


Element: Comment Task

The Comment element is used to add a comment to an IVR script. A comment does not influence the flow of an IVR script.

Icons

The IVR Editor module uses the following icons for the element. Icon in the catalog of elements Icon in the IVR script

Properties

• For information on general element properties, see General properties of all elements on page 25.


Basic elements The essential elements of an IVR script are called basic elements in the IVR Editor.

Start Task

The Start element specifies the beginning of the IVR script.

You have to use exactly one Start element in an IVR script. Start elements have one exit connector.

Icons

The IVR Editor uses the following icons for a Start element. Icon in the catalog of elements Icon in the IVR script

Properties


Error-exit connector

Start elements have no Error-exit connectors.

End Task

The End element specifies the end of the IVR script. The End element does not clear an established connection. You can use any number of End elements in an IVR script.

End elements can have several input connectors.

Icons


Properties



End elements have no Error-exit connectors.


Logic Task

Logic elements can have several input connectors and they have a Y-, and an N-exit connector. The distribution to an exit connector depends on the condition defined in the logic unit. If the condition is met, the Y-exit connector is used, and the N-exit connector is used when the condition is not met. You can use variables and tags in a condition. Strings must be indicated with quotation marks, e.g., "Avaya". In this element, variables do not have to be identified with <: at the beginning and :> at the end.

You can create any number of logic elements.

Icons

The IVR Editor uses the following icons for a logic element. Icon in the catalog of elements Icon in the IVR script

Properties

• The table below shows the properties of the Logic element. For information on general element properties, see General properties of all elements on page 25. • Properties • Explanation

Condition Enter the condition.

Operators Opens the Allowed operators and functions dialog. You can use the listed operators and functions in the logic.

CallTags Opens the Select tag dialog. You can select a tag. You might have to add a reference to certain topics, agent groups, etc. ("ag[agentgroup_1].free").

Local variab Opens the Variables dialog. You can select a local variable.

Error code Opens the Error codes dialog. You can select an error code.


Logic elements have no Error-exit connectors. For error behavior, please refer to the topic: Errors for Logic, Branch and Define variable.

Display of error codes

The Error Codes dialog lists and describes error codes with numbers. Tooltips at the Error-exit connectors of individual elements show error codes.

Error codes are divided as follows.

• Audio error codes

• IVR error codes

• Voice unit error codes

• database error codes


Check times Task

The Check times element checks a configured period of time. If the set period is true it is distributed to the Y-exit connector, if not, to the N-exit connector. You can thus select different flows e.g. for weekdays and weekends.

You can enter any combination of time, date, weekday, and time off as period. You define time off periods in the Tools menu. The same database table as used for the CIE system is used for time off. The CIE system and Voice Control can thus run synchronously.

Check times elements can have several input connectors.

Icons

The IVR Editor uses the following icons for the Check times element. Icon in the catalog of elements Icon in the IVR script

Properties

The table below shows the properties of the Check times element. For information on general element properties, see General properties of all elements on page 25. Properties Explanation Date from to Specifies a period. The date format corresponds to the short

time format set by Windows users. You can only enter one date. You can either enter a period (from…to) or only the starting point. If you only enter a date, e.g. only the from-date, the period starts at this date and lasts until the current date of the PC.

Time from to Specifies a period. The time format corresponds to the time format set by Windows users. You must always enter a period.

Monday, Tuesday, Wednesday, Thursday, Friday, Saturday, Sunday, Time off

Specifies one or more days of the week. You can also select time off periods. For further information please refer to Defining time off periods on page xx. If you create a combination of possible dates, the individual dates are linked with logical ANDs.


Check times elements have no Error-exit connectors.


Define variable Task

The Define variable element is used to set a variable. This variable can be a variable or a tag.

The following values can be assigned to a variable:

• A string (in quotes) e.g. "hello"

• A number (without quotes) e.g. 1001

• The value of another variable, e.g. var1

• The result of a term with operators, e.g. var1+100 (the procedure for creating a term and the allowed operators are identical with procedure and operators of Logic elements). In this element, variables do not have to be identified with <: at the beginning and :> at the end.

Define variable elements can have several input connectors but only one exit connector.

You can use any number of Define variable elements.

Icons

The IVR Editor module uses the following icons for the Define variable element. Icon in the catalog of elements Icon in the IVR script

Properties

The table below shows the properties of the Define variable element. For information on general element properties, see General properties of all elements on page 25. Properties Explanation Variables Shows the name of the local variable or tag. New value Shows the value set for the variable.

Operators

Opens the Allowed operators and functions dialog. You can use the listed operators and functions.

CallTags

Opens the Select tag dialog. You can select a tag. You might have to add a reference to certain topics, agent groups, etc. ("ag[agentgroup_1].free").

Local variables

Opens the Local variables dialog. You can select a local variable.


Define variable elements have Error-exit connectors. For error behavior, please refer to the topic: Errors for Logic, Branch and Define variable elements.


Variables

In this element, you can use local elements with the names _VMDefault, D_LineFree, D_LineBusy, D_LineAvailable and D_InvokeId. These elements must have already been created in the correct style.

Variables Explan

MDefault This variable is intended only for voice mail. This is the default

D_LineFree annels at the time the variable

ineBusy sy channels at the time the variable

ineAvailable ber of available channels.

D_Invo Indicateidentification number (ID) that exists during the entire script flow. It

ation

_Vvariable for the CC.VoiceMsgProcessed tag. For

more information, refer to Tips and tricks - Example 2: IVR scripts record and play voice mail

Indicates the number of available ch is used.

Indicates the number of buD_L is used.

Indicates the total numD_L

keId s the InvokeId. This is a unique, invariable

can be saved in the database, for example, to store information about a specific call.


Branch Task

The value of a variable is queried with a Branch element. Depending on the result it is then distributed to the corresponding exit connector.

You must specify a variable for this purpose.

An exit connector is created for each variable value. The first entry in the list of variable values is assigned to the first exit connector of the element, the second to the second connector, etc.

New variable values can only be added as long as there is no connection at the D-exit connector (default).

You can only delete variable values until there is no connection at the respective exit connector or a following connector.

Example: If exit connector 4 is assigned a connection, you cannot delete the first four entries of the list of variable values.

If the D-exit connector is assigned you cannot delete any variable values.

The D-exit connector is used if the value of the variable does not match any defined variable value.

Branch elements can have several input connectors.

Icons

The IVR Editor module uses the following icons for a Branch element. Icon in the catalog of elements Icon in the IVR script

Properties

The table below shows the properties of the Branch element. For information on general element properties, see General properties of all elements on page 25. Properties Explanation Variable Specifies a variable. You can select a variable or a tag. Values of variables

Add

Delete

Shows the possible variable values. An exit connector is created for each variable value. You can enter or delete variable values.

CallTags


Local variables

Opens the Local variables dialog. You can select a variable.


Branch elements have no Error-exit connectors. For error behavior, please refer to the topic: Errors for Logic, Branch and Define variable.


Wait Task

You can define a wait time with the Wait element. The IVR script continues once the wait time is over.

Wait elements can have several input connectors but only one exit connector.

You can use any number of Wait elements.

Icons

The IVR Editor module uses the following icons for a Start element. Icon in the catalog of elements Icon in the IVR script

Properties

The table below shows the properties of the Wait element. For information on general element properties, see General properties of all elements on page 25. Properties Explanation Wait time (mm:ss) Specifies the wait time. Use the format

minutes:seconds. The minimum wait time is 1 second. The maximum wait time is 60 minutes.


Wait elements have no Error-exit connectors.


Start script Task

The Start script element is used to stop the current IVR script and start a new IVR script. It does not affect any existing connections.

Values can be transferred to the script that is starting with the session variables (e.g., _SessionVar1). See also: List of predefined variables on page 106.

Start script elements have one input connector but no exit connector.

You can use any number of Start script elements.

Icons

The IVR Editor module uses the following icons for a Start script element. Icon in the catalog of elements Icon in the IVR script

Properties

The table below shows the properties of the Start script element. For information on general element properties, see General properties of all elements on page 25. Properties Explanation

Script Shows the name of the IVR script to be started. You can

select an IVR script with .


Start script elements have no Error-exit connectors.


Start program Task

Another program can be started with the Start program element.

Start program elements can have several input connectors.

Icons

The IVR Editor module uses the following icons for a Start program element. Icon in the catalog of elements Icon in the IVR script

Properties

The table below shows the properties of the Start program element. For information on general element properties, see General properties of all elements on page 25 Properties Explanation Program Enter the name of the program to be started with parameters and

attributes. You can enter name, parameters or attributes as variables. You must mark variables with <: at the beginning and :> at the end. Var. activates the Tags and Local Variable dialogs. If the program to be started cannot be found in a folder it is started without a path setting [e.g. notepad]. There are several options for selecting the program to be started:

Program Option 1:

Enter the name of the program to be started [for example: programm.exe]. The folder defined in the Windows registry under PathExecuteFiles is used as folder. Example:

Program: xyz.exe

Default folder Folder Var. folder:

Var.


Properties Explanation Program Option 2:

You enter a program name and a folder. You must use a UNC path when specifying the program. Example:

Program: \\server\name\cc\exe\x.exe


Var.

Program Option 3:

Enter a variable for the name of the program to be started. The folder defined in the Windows registry under PathExecuteFiles is used as folder. Example:

Program: variable_exe


Var.

Program Option 4:

Enter a variable for the name of the program to be started and a variable for the folder. Example:

Program: variable_exe

Var.

Default folder Folder Var. folder: Variable_folder


Properties Explanation Program Option 5:

Enter the name of the program to be started and a variable for the folder. Example:

Program: xyz.exe

Var.

Default folder Folder Var. folder: Variable_folder

Waiting for end of program

Waiting for end of program activates the dialogs Program output var.: and Return value var.: You check this option if you want to wait for the end of the program to be started to process possible outputs.

Waiting for end of program If you do not check this option, the program to be started is started as an individual process.

Waiting for end of program If you check this option, the script can only be finished once the program to be started is finished as well!

Program output var.: You can enter a variable for the program output. 1,000 characters maximum can be added to this variable that the program to be started returns via the standard output (cout, stdout). Example: The dir command outputs the table of contents, which is now available in the variable. Please note: This variable is only useful if the program to be started produces an output!

Return value var.: Enter the variable for the return value of the program. Most programs return an integer value upon finishing stating information about the course of the program (o.k./not o.k.). Please note: This variable is only useful of you know which return value a program renders and what it means!

Browse Opens a file manager. You can select a file. To specify a UNC path, toggle to Network environment.


Local variables Opens the Local variables dialog. You can select a local variable.


Start program elements have an Error-exit connector. A tooltip displays possible errors at the Error-exit connector with error number and explanation.


Speech elements The IVR Editor uses speech elements for all tasks within an IVR script concerning speech.

Announcement Task

Announcement elements define announcements. You can specify which file to use for the announcement or use a variable. The variable contains the respective settings for the announcement. You can also enter several files separated by semicolons (announcement1.wav; announcement2.wav; announcement3.wav)

Announcement elements can have several input connectors but only one exit connector.

You can use any number of Announcement elements.

Icons


Properties

The table below shows the properties of the Announcement element. For information on general element properties, see General properties of all elements on page 25. Properties Explanation Announcement Text There are several options for selecting an announcement text.

Recommendation: For flexibility and maintenance reasons, we recommend that you always use variables for the folder if you are not working with the standard folder.

Announcement Text Option 1:

You enter a file name. The folder defined in the Windows registry under PathMsgAnnouncements is used as folder. Example:

File: xyz.wav


Var.


Properties Explanation Announcement Text Option 2:

You enter a file name and a folder. You must use a UNC path when specifying the file. Example:

File: \\server\name\wav\x.wav


Var.


You enter a variable for the file name. The folder defined in the Windows registry under PathMsgAnnouncements is used as a folder. Example:

File: variable_name


Var.


You enter a variable for the file name and a variable for the folder. Example:

File: variable_name Var.

Default folder Folder Var. folder: variable_folder


You enter a file name and a variable for the folder. Example:

File: xyz.wav Var.


Continuous announcement Max. running time (mm:ss)

You can configure a continuous announcement. The announcement text is restarted continuously. You can enter the maximum running time for a continuous announcement. You can enter 5 minutes as maximum running time. If you do not enter a time, the announcement runs continuously.


Properties Explanation

Browse Opens a file manager. You can select a file for the announcement.

To specify a UNC path, toggle to Network environment. Only the file name, not the folder, is used in the file manager. The IVR Editor module used to create an IVR script can run on another PC than the Voice Control server. However, the perspective of the Voice Control server is essential for accessing the file. It is thus recommended to work with variables for the announcement folder.


Local variables Opens the Local variables dialog. You can select a variable.


Announcement elements have an Error-exit connector. A tooltip displays possible errors at the Error-exit connector with error number and explanation. Please note that the Announcement element with continuous announcement (subscriber hangs up) is exited via the Error-exit connector.


Announcement plus DTMF Task

The Announcement plus DTMF element defines an announcement An entered DTMF digit is recognized, and the element is exited via the assigned exit connector. The announcement to be played can be available as announcement file, as text or as text-file to be read with TTS. The text or text file can also contain variables (<:variablename:>) You can also enter several files separated by semicolons (announcement1.wav; announcement2.wav; announcement3.wav)

You can define which digits are to be recognized. If a wrong digit or no digit is entered, the element distributes to the Error-exit connector. It is also distributed to Error-exit connector if the maximum input time is exceeded. The Error-exit connector must be connected with the input connector of another element.

Announcement plus DTMF elements can have several input connectors.

Each defined digit creates an exit connector.

You can use any number of Announcement plus DTMF elements.

Icons

The IVR Editor module uses the following icons for the Announcement plus DTMF element. Icon in the catalog of elements Icon in the IVR script

Properties

The table below shows the properties of element Announcement plus DTMF. For information on general element properties, see General properties of all elements on page 25. Properties Explanation Allowed digits Shows the allowed digits. You can add or delete digits.

Add

Adds a digit. Allowed digits are 0, 1, 2, 3, 4, 5, 6, 7, 8, 9, and the characters # and *. Note that the characters a, b, c, and d cannot be entered on all terminals.

Delete

Deletes the selected digit.

Announcement Text

Text to speech

The announcement can also be made via text to speech. You can enter the announcement text directly, specify a variable or file.

Text from file Folder var. (opt) Text

Var.

If the text is in a file, the folder var. can be specified (handled like wav-files). If no folder is specified, the folder defined in the Windows registry is used. You can either select a variable for the text or enter the text directly. The variable can be a local variable or a tag. The length of the text is not limited. All characters are allowed.

Language

Var.

You can select a language. The text is spoken in this language. If you select System the language of the operating system is used. You can also use a variable for the language. Read Tips and tricks - Variables for speech to find out which number you must enter in the variable for which language.



Speed of speech You can select a speed of speech. The text is spoken at this speed. You can select values 1 (slow) to 9 (fast). The value 6 is set as default.

Announcement Text There are several options for selecting an announcement text. Recommendation: For flexibility and maintenance reasons, we recommend that you always use variables for the folder if you are not working with the standard folder.



File: xyz.wav


Var.





Var.



File: variable_name


Var.








File: xyz.wav Var.


Max. Input time (mm:ss) Shows the maximum input time. Use the format minutes:seconds. 5 minutes is the maximum setting.

Input possible during announcement

Determines whether digits entered during the announcement are recognized or not.

Browse

Opens a file manager. You can select a file for the announcement.


CallTags


Local variables



Announcement plus DTMF elements have Error-exit connectors. A tooltip displays possible errors at the Error-exit connector with error number and explanation.


Announcement plus DTMF sequence Task

The Announcement plus DTMF element defines an announcement where several DTMF digits can be entered. Either the number of digits is fixed or an end code is defined. The announcement can be available as an announcement file to be played or as text or a text file to be read with TTS. The text or text file can also contain variables (<:variablename:>) You can also enter several files separated by semicolons (announcement1.wav; announcement2.wav; announcement3.wav)

You can define which digits are not to be recognized.

It is distributed to Error-exit connector if the maximum input time is exceeded or if an invalid digit is entered. The Error-exit connector must be connected with the input connector of another element.

Announcement plus DTMF sequence elements can have several input connectors.

You can use any number of Announcement plus DTMF sequence elements.

Icons

The IVR Editor module uses the following icons for the Announcement plus DTMF sequence element. Icon in the catalog of elements Icon in the IVR script

Properties

The table below shows the properties of element Announcement plus DTMF sequence. For information on general element properties, see General properties of all elements on page 25. Properties Explanation Announcement Text

Text to speech

The announcement can also be text to speech. You can enter the announcement text directly, specify a variable or file.


Var.

If the text is in a file, the folder var. can be specified (handled like wav-files). If no folder is specified, the folder defined in the Windows registry is used. You can either select a variable for the text or enter the text directly. The variable can be a local variable or a tag. The length of the text is not limited. All characters are allowed.

Language

Var.



Announcement Text There are several options for selecting an announcement text. Recommendation: For flexibility and maintenance reasons, we recommend that you always use variables for the folder if you are not working with the standard folder.




File: xyz.wav


Var.




Default Folder Folder Var. folder:

Var.



File: variable_name

Default Folder Folder Var.folder:

Var.








File: xyz.wav Var.

Default Folder Folder Var. folder: variable_folder

Digits for variable Specifies a variable where the entered digits are stored. The variable can be a local variable or a tag.


Determines whether digits entered during the announcement are recognized or not.

Number of digits Specifies the maximum number of digits. If more digits are entered than the number specified, the extra digits are ignored and the element is ended.

End digits Specifies the digits to end the element. All digits entered up to the end digit are saved under digits for variable. The end digit itself is not included.

Invalid digits (opt.) As an option you can enter invalid digits. If invalid digits are dialed it is distributed to the Error-exit connector.

Max. Input time (mm:ss) Shows the maximum input time. Use the format minutes:seconds. 5 minutes is the maximum setting.

Browse





CallTags


Local variables



Announcement plus DTMF sequence elements have Error-exit connectors. A tooltip displays possible errors at the Error-exit connector with error number and explanation.


Announcement plus speech recognition Task

The Announcement plus speech recognition element recognizes spoken words and stores them in a variable. For speech recognition you can also use variables (<:variablename:>) in the Allowed terms field. A variable (<:variablename:>) can contain several words to be recognized, separated by semicolons (today; tomorrow; day after tomorrow).

If a text does not match the allowed words or if the maximum speech time is over, it is distributed to the Error-exit connector.

Announcement plus speech recognition elements can have several input connectors.

You can use any number of Announcement plus speech recognition elements.

Allowed terms When you enter the keyword DTMF in the Allowed terms field, telephone keystrokes are also recognized and stored in the Result variable field. The result variable must be evaluated to check which key was pressed. Note that DTMF digits are stored as digits (e.g., 1) in the Result variable, whereas spoken words are stored as words (e.g., one).

You can also link a grammar file of your choice via the Allowed terms field. To do so, you must create a local variable as usual and enter the name of the grammar file as the value (e.g., saydigits.grxml). For further information please refer to Tips and Tricks - Grammar for speech recognition.

Which announcement files are possible?

The announcement can be available as announcement file to be played or as text or a text file to be read with TTS. The text or text file can also contain variables (<:variablename:>) You can also enter several files separated by semicolons (announcement1.wav; announcement2.wav; announcement3.wav)

Icons The IVR Editor module uses the following icons for the Announcement plus speech recognition element. Icon in the catalog of elements Icon in the IVR script

Properties

The table below shows the properties of element Announcement plus speech recognition. For information on general element properties, see General properties of all elements on page 25. Properties Explanation Announcement Text

Text to speech

The announcement can also be text to speech. You can enter the announcement text directly, specify a variable or file.


Var.

If the text is in a file, the folder var. can be specified (handled like wav-files). If no folder is specified, the folder defined in the Windows registry is used. You can either select a variable for the text or enter the text directly. The variable can be a variable or a tag. The length of the text is not limited. All characters are allowed.



Language

Var.



Announcement Text There are several options for selecting an announcement file. Recommendation: For flexibility and maintenance reasons, we recommend that you always use variables for the folder if you are not working with the standard folder.



File: xyz.wav


Var.





Var.



File: variable_name


Var.








File: xyz.wav Var.


Allowed terms Shows the allowed terms. You can add any number of terms. Allowed terms can e.g. be Yes and No. We recommend not allowing more than ten words. When you enter the keyword DTMF, telephone keystrokes are also recognized (see above). You can integrate any grammar file you wish by means of a local variable. For more information, refer to Tips and Tricks - Grammar for Speech recognition.

Add

Adds an allowed term.

Delete

Deletes a selected term.

Result variable Specifies the result variable the input (recognized word) is written to. If none of the terms can be recognized, the result variable is empty.

Max. speech time (mm:ss)

Specified the maximum speech time allotted to a user to say something. Use the format minutes:seconds. 5 minutes is the maximum setting. After the maximum speech time is over it is distributed to the Error-exit connector.

Voice recognition during announcement

Specifies if speech recognition is active during an announcement.

Browse





CallTags


Local variables



Announcement plus speech recognition elements have Error-exit connectors. A tooltip displays possible errors at the Error-exit connector with error number and explanation.

Variables

In this element, you can use the local variable called _Confidence. These elements must have already been created with the correct style. Variables Explanation _Confidence Indicates the confidence level of the word recognition (0 =

not recognized, 1,000 or 10,000 = fully recognized). The Nuance OSR 3.0 engine sends a value between 0 and 1,000 whereas the Nuance SpeechPearl sends a value between 0 and 10,000.


Text to speech Task

The Text to speech element converts text to speech. The text can be entered directly or taken from a file. The text or text file can also contain variables (<:variablename:>)

Text to speech elements can have several input connectors but only one exit connector.

You can use any number of Text to speech elements.

Icons

The IVR Editor module uses the following icons for the Text to speech element. Icon in the catalog of elements Icon in the IVR script

Properties

The table below shows the properties of element Text to speech. For information on general element properties, see General properties of all elements on page 25. Properties Explanation

Text from file Text

Var.

You can either select a variable for the text or enter the text directly. The variable can be a local variable or a tag. The length of the text is not limited. All characters are allowed.

Text from file Folder var. (opt)

If the text is in a file, the folder var. can be specified (handled like wav-files). If no folder is specified, the folder defined in the Windows registry is used.

Text from file There are several options for selecting an announcement file. Recommendation: For flexibility and maintenance reasons, we recommend that you always use variables for the folder if you are not working with the standard folder.

Text from file Option 1:

You enter a file name. The folder defined in the Windows registry under PathMsgTTS is used as folder. Example:

File: xyz.txt


Var.


Properties Explanation Text from file Option 2:


File: \\server\name\text\x.txt


Var.


You enter a variable for the file name. The folder defined in the Windows registry PathMsgTTS is used as the folder. Example:

File: variable_name


Var.







File: xyz.txt Var.


Language

Var.

You can select a language. The text is spoken in this language. If you select System (default) the language of the operating system is used. You can also use a variable for the language. Read Tips and tricks - Variables for speech to find out which number you must enter in the variable for which language.




Browse

Opens a file manager. You can select a file.

To specify a UNC path, toggle to Network environment.

CallTags


Local variables



Text to speech elements have Error-exit connectors. A tooltip displays possible errors at the Error-exit connector with error number and explanation.


Record voice mail Task The Record voice mail element saves speech to a WAV file. The voice recording ends when the recording time is over or if the subscriber hangs up.

Record voice mail elements can have several input connectors.

The Error-exit connector is used if a subscriber does not say anything.

Condition that must be met to store a WAV file

• The timer (maximum recording time) elapses (default case, exit via the Success-exit connector).

or

• The connection is cancelled during recording (exit via the Success-exit connector).

Note If the connection is cancelled during voice recording, subsequent elements can still be executed. The recording can still be sent as e-mail and deleted even if the connection was cancelled.

You can use any number of Record voice mail elements.

Icons

The IVR Editor module uses the following icons for the Record voice mail element. Icon in the catalog of elements Icon in the IVR script

Properties The table below shows the properties of element Record voice mail. For information on general element properties, see General properties of all elements on page 25. Properties Explanation File There are several options for selecting a file.



Properties Explanation File Option 1:

You enter a file name. The folder used is defined in the Windows registry under PathDefaultRecordings (for sending as an e-mail or retrieving as a CC voice mail) or under PathMsgAnnouncements (for saving in a predefined file). Example:

File: xyz.wav


Var.

File Option 2:




Var.

File Option 3:

You enter a variable for the file name. The folder used is defined in the Windows registry under PathDefaultRecordings (for sending as an e-mail or retrieving as a CC voice mail) or under PathMsgAnnouncements (for saving in a predefined file). Example:

File: variable_name


Var.

File Option 4:







File: xyz.wav Var.


Save...

to specified file (overwrite if necessary)

to send as e-mail (*.wav)

to retrieve as CC voice mail

This option is selected to specify the type of voice mail to be saved. If a Var. folder is not specified, the voice mail is saved in the file specified for announcements in the Window registry. Please note that an existing file is overwritten. You can select whether a voice mail is saved to be sent as e-mail or as cc voice mail.

File var.: If you assign a File var. the full file name (path\file name\extension.wav) is saved there. You need this path, for example, if you want to use the file in another script. Note that for this purpose, the file Var must be backed up using the database elements.

Maximum recording time (mm:ss)

Specifies the maximum recording time a user is given to speak. Use the format minutes:seconds. The minimum setting is 1 second. The maximum setting is 60 minutes.

Max. time of silence (sec)

You can enter a maximum time of silence. The maximum setting is 60 seconds. If a subscriber does not say anything for the maximum time of silence no voice mail is recorded and the element is ended via the E-exit connector. If a subscriber says something first and then keeps quiet for the maximum time of silence, the words spoken by the subscriber are recorded and the element is exited via the Success-exit connector.

Browse Opens a file manager. You can select a WAV file.





Record voice mail elements have Error-exit connectors. A tooltip displays possible errors at the Error-exit connector with error number and explanation.


Variables

In this element, you can use local variables with the names _VMDuration, _NoRecBeep, and _MinRecDuration. These elements must have already been created in the correct style. Variables Explanation _VMDuration Specifies the length of recording in seconds. _NoRecBeep Specifies whether the signal tone indicating the start of the

recording is played. 1 or true means no signal tone. _MinRecDuration Specifies the minimum length of a recording in seconds. If a

recording is shorter than the specified time, it is deleted.

How is a voice mail saved?

If a voice mail is recorded to be send as an e-mail, Voice Control adds an underscore, date, time of recording and one-digit index to the specified file name. If another file is recorded simultaneously, the index is incremented.

Example

Message 1: message_040422103253_1.wav


If a voice mail is recorded to be retrieved as a CC voice mail (send as an e-mail is not selected), a file name cannot be specified since the IVR Editor blocks the input fields for File / Folder var. / File var. Voice Control creates a file with the file name VM, underscore, date, time of recording and one-digit index. If another file is recorded simultaneously, the index is incremented.

Example

Message 1: VM_040422103253_1.wav

Message 2: VM_040422103344_1.wav


Record voice mail plus DTMF Task

The Record voice mail plus DTMFelement saves a recording to a WAV-file. The voice recording ends when the recording time is over, the caller hangs up, or a DTMF digit is dialed.

Note: The entered DTMF tone is part of the recording file. If no end digit is specified all DTMF digits are considered as end digits.

Record voice mail plus DTMF elements can have several input connectors.

The Error-exit connector is used if a subscriber does not say anything or enters a wrong end digit.

You can use any number of Record voice mail plus DTMF elements.

Note

The Record voice mail plus DTMF element matches the Record voice mail element plus the additional possibility of entering DTMF tones.

Icons

The IVR Editor module uses the following icons for the Record voice mail plus DTMF element. Icon in the catalog of elements Icon in the IVR script

Properties

The table below shows the properties of the Record voice mail plus DTMF element. For information on general element properties, see General properties of all elements on page 25. . Properties Explanation File

There are several options for selecting a file. Recommendation: For flexibility and maintenance reasons, we recommend that you always use variables for the folder if you are not working with the standard folder.

File Option 1:

You enter a file name. The folder used is defined in the Windows registry under PathDefaultRecordings (for sending as an e-mail or retrieving as a CC voice mail) or under PathMsgAnnouncements (for saving in a predefined file). Example:

File: xyz.wav


Var.






Var.

File Option 3:

You enter a variable for the file name. The folder used is defined in the Windows registry under PathDefaultRecordings (for sending as an e-mail or retrieving as a CC voice mail) or under PathMsgAnnouncements (for saving in a predefined file). Example:

File: variable_name


Var.

File Option 4:




File Option 5:


File: xyz.wav Var.



Properties Explanation Save...

to specified file (overwrite if necessary)

to send as e-mail (*.wav)

to retrieve as CC voice mail

With this option you determine the format the voice mail is to be saved in. If a Var. folder is not specified, the voice mail is saved in the folder specified for announcements in the Window registry. Please note that an existing file is overwritten. You can select whether a voice mail is saved to be sent as e-mail or as cc voice mail.

File var.: If you assign a File var. the full file name (path\file name\extension.wav) is saved there. You need this path, for example, if you want to use the file in another script. Note that for this purpose, the file Var must be backed up using the database elements.

Maximum recording time (mm:ss)

Specifies the maximum recording time a user is given to speak. Use the format minutes:seconds. The minimum setting is 1 second. The maximum setting is 60 minutes.

DTMF end digits (var) Specifies the digits to end the voice recording. As an option you can select a variable containing digits. The variable can be a local variable or a tag. If you do not enter digits for ending the recording all keys of a telephone are valid (0, 1, 2, 3, 4, 5, 6, 7, 8, 9, #, *).

Max. time of silence (sec)

You can enter a maximum time of silence. The maximum setting is 60 seconds. If a subscriber does not say anything for the maximum time of silence, no voice mail is recorded and the element is ended via the E-exit connector. If a subscriber says something first and then keeps quiet for the maximum time of silence, the subscriber’s spoken words are recorded and the element is exited via the Success-exit connector.

Browse Opens a file manager. You can select a WAV-file.





Record voice mail plus DTMF elements have Error-exit connectors. A tooltip displays possible errors at the Error-exit connector with error number and explanation.


Variables

In this element, you can use local variables with the names _VMDuration, _NoRecBeep, and _MinRecDuration. These elements must have already been created in the correct style. Variables Explanation _VMDuration Specifies the length of recording in seconds. _NoRecBeep Specifies whether the signal tone indicating the start of the

recording is played. 1 or true means no signal tone. _MinRecDuration Specifies the minimum length of a recording in seconds. If a

recording is shorter than the specified time, it is deleted.

Note: During voice recording, the end of the recording is filled with silence to suppress any possible DTMF tone. The length of the silence (one unit corresponds to approximately 100 milliseconds) can be set in the Windows registry under HideDTMFTone. A value between 5 and 8 is recommended. A setting of 0 means that no silence is added.

How is a voice mail saved?

If a voice mail is recorded to be send as an e-mail, Voice Control adds an underscore, date, time of recording and one-digit index to the specified file name. If another file is recorded simultaneously, the index is incremented.

Example



If a voice mail is recorded to be retrieved as a CC voice mail (send as an e-mail is not selected), a file name cannot be specified since the IVR Editor blocks the input fields for File / Folder var. / File Var. Voice Control creates a file with the file name VM, underscore, date, time of recording and one-digit index. If another file is recorded simultaneously, the index is incremented.

Example

Message 1: VM_040422103253_1.wav

Message 2: VM_040422103344_1.wav


Send voice mail as e-mail Task The Send voice mail as e-mail element sends a WAV-file as an e-mail to a specified mailbox. You can also use this element to send an e-mail as an attachment without a WAV file.

You can determine an entry for the subject and a text. You can also specify the sender, a reply address, a user name, and a password for SMTP authentication. To do so, you must create predefined variables as described under Variables.

Sending without voice mail

Send voice mail as e-mail elements can have several input connectors.

They are distributed to the Error-exit connector (Error) if the WAV-file cannot be found.

You can use any number of Send voice mail as e-mail elements.

Icons

The IVR Editor module uses the following icons for the Send voice mail as e-mail element. Icon in the catalog of elements Icon in the IVR script

Properties The table below shows the properties of element Send voice mail as e-mail. For information on general element properties, see General properties of all elements on page 25. . Properties Explanation File There are several options for selecting a file.


File Option 1:

You enter a file name. The folder used is defined in the Windows registry under PathDefaultRecordings. Example:

File: xyz.wav


Var.






Var.

File Option 3:

You enter a variable for the file name. The folder used is defined in the Windows registry under PathDefaultRecordings. Example:

File: variable_name


Var.

File Option 4:




File Option 5:


File: xyz.wav Var.


E-mail address

Var.

Specifies the e-mail address to which the WAV-file is sent. You can use either an e-mail address (<Alias>@<domain of the email server >) or a variable. The variable contains the e-mail address. The variable can be a local variable or a tag.







Error-exit connector Send voice mail as e-mail elements have Error-exit connectors. A tooltip displays possible errors at the Error-exit connector with error number and explanation.

Variables

In this element, you can use local variables with the names _From, _ReturnPath, _Subject, _Body, _AuthAccount and _AuthPassword. These elements must have already been created in the correct style. Variables Explanation _From Displays the sender. _ReturnPath Displays the e-mail address to which a reply is sent. _Subject Displays the subject. _Body Shows the text of the e-mail. _AuthAccount Shows the SMTP user name. _AuthPassword Shows the SMTP password.

No connection to the mail server

If there is no connection to the mailserver at the time the e-mail is sent, the e-mail is temporarily saved to a folder, and Voice Control automatically tries to resend the e-mail at regular intervals. This spooler mode is only activated if the error code for a faulty connection to the mailserver has been output at the error-exit connector. In all other cases, the IVR script must be constructed such that the e-mail is resent with different parameters in this case.


Delete voice mail Task

The Delete voice mail element deletes the specified WAV-file.

Delete voice mail elements can have several input connectors.

They are distributed to the Error-exit connector (Error) if the WAV-file cannot be found.

You can use any number of Delete voice mail elements.

Icons

The IVR Editor module uses the following icons for the Delete voice mail element. Icon in the catalog of elements Icon in the IVR script

Properties

The table below shows the properties of the Delete voice mail element. For information on general element properties, see General properties of all elements on page 25. Properties Explanation File There are several options for selecting a file.


File Option 1:

You enter a file name. The folder used is defined in the Windows registry under PathDefaultRecordings. Example:

File: xyz.wav


Var.

File Option 2:




Var.



You enter a variable for the file name. The folder used is defined in the Windows registry under PathDefaultRecordings. Example:

File: variable_name


Var.

File Option 4:




File Option 5:


File: xyz.wav Var.


Not interruptible The element is interruptible by default. Interruptible means that the CIE system can end the IVR script while the element is running.








Delete voice mail elements have Error-exit connectors. A tooltip displays possible errors at the Error-exit connector with error number and explanation.


Telephony elements The IVR Editor uses telephony elements for all telephony tasks within an IVR script. Scripts with telephony elements that affect the connection status must have the automatic agent property.

For telephony elements, only the success- and error-exit connectors need to be connected. You can use the other exit-connectors as necessary. If you are only using the success- and error-exit connectors, all other exit connectors are automatically assigned internally to the error-exit connector.

Call Task

If there is no established connection for the running IVR script the Call element dials a number. The connection is established as a 1st-party connection.

If a connection is already being established, the number is dialed afterward. However, only one other Call element can be post-connected.

If a connection was already established, the element is exited with error. The Call element only sends dial digits if the connection is not yet fully established.

Call elements can have several input connectors.

Icons

The IVR Editor uses the following icons for a Call element. Icon in the catalog of elements Icon in the IVR script

Properties

The table below shows the properties of the Call element. For information on general element properties, see General properties of all elements on page 25. Properties Explanation number

Var.

Specifies the number to be dialed. You can enter the number directly or use a variable. The variable must contain the number. You can enter 24 characters maximum for the number. Only the alphanumeric characters 0, 1, 2, 3, 4, 5, 6, 7, 8, 9, *, #, a, b, c, d can be used.

max. ring time (mm:ss) Specifies for how long a subscriber (number) is being called. It is distributed to the Timeout-exit connector if the maximum ring time is exceeded. Enter the ring time in the format mm:ss (minutes:seconds). 5 minutes is the maximum setting.

CallTags


Local variables



Exit connectors

Call elements have the following exit connectors. To make it easier for experienced users to track errors, the table also shows the corresponding CAPI messages. Exit connector

Explanation Cause

This exit connector (Success) is used if a connection is established.

-

B The B-exit connector (busy) is used if the subscriber is busy. In an I55 PBX, this exit connector is also used when the subscriber disconnects the call with the Disconnect button while it is ringing. In an ACM PBX, the Timeout- or Error-exit connector is used, depending on the maximum call time (< 1 minute or > 1 minute).

3491(busy terminal) 34a2 (no B-channel) 3495 (call rejected)

T The T-exit connector (timeout) is used if the maximum ring time is exceeded. Voice Control releases the connection.

-

W The W-exit connector (wrong number) is used if a number that does not exist was dialed.

3481 (the internal number is wrong) 349c (invalid number format or own MSN is wrong)

I The I-exit connector (incomplete number) is used if the time (depending on PBX and call type external or internal) for canceling the incomplete dialing is greater than the element timer (maximum ring time). The time for canceling a dial operation (timer in the PBX) depends on the PBX and telephone network (fixed network, mobile phone radio network, international). The following values are guidelines. For specific extension dialing the element timer (max. ring time) of the first call element must be about eight seconds to allow extention dialing of another Call element via the "incomplete number" exit. For calling with full number (without an extension) the timer must be set to at least 15 seconds.

3481 (the internal number is wrong)

E The E-exit connector (error) is used in all other cases where a connection cannot be established. Note the system variable ErrorInfo.

349f (ordinary end of connection, error number). 6104) 3490 (ordinary end of connection or cancellation of dialing, error number. 6104) 34e6 (ISDN ring time monitoring, error number). 6109) 3492 (Terminal is unplugged, error number). 6118) 349b (Destination cannot be reached, error number). 6118)


Open exit connectors

In an IVR script you only have to connect the exit connectors Success and Error with another element. All unassigned exit connectors are automatically routed to the Error-exit connector.


Call elements have Error-exit connectors. A tooltip displays possible errors at the Error-exit connector with error number and explanation.

Variables

In this element, you can use the local variable with the name _MaxRingTime. These elements must have already been created in the correct style. Variable Explanation _MaxRingTime This variable has the same function as the Max. ring time

(mm:ss) field. This variable specifies the ring time in seconds (e.g., 300 for 5 minutes) for a subscriber (number) being called. It is distributed to the Timeout-exit connector if the maximum ring time is exceeded. The time specification in the element itself (Max. ring time field) is ignored.


Send DTMF tones Task

The Send DTMF tones element dials further characters. These characters are sent as DTMF tones in an existing connection (without an extension).

Send DTMF tones elements can have several input connectors.

Icons

The IVR Editor module uses the following icons for the Send DTMF tones element. Icon in the catalog of elements Icon in the IVR script

Properties

The table below shows the properties of the Send DTMF tones element. For information on general element properties, see General properties of all elements on page 25. Properties Explanation DTMF tones

Var.

Specifies the DTMF characters. You can enter one or more DTMF characters directly (with no separator) or use a variable or tag. The tag or variable must contain the DTMF characters. The DTMF characters 0, 1, 2, 3, 4, 5, 6, 7, 8, 9, *, #, a, b, c, d can be used. The maximum number of DTMF characters to be sent is 128.

CallTags


Local variables



Send DTMF tones elements have Error-exit connectors. A tooltip displays possible errors at the Error-exit connector with error number and explanation.


Consultation Task

The Consultation element starts a consultation call during a connection. The first connection is put on hold. The new connection is the active connection. You can only use consultations if there is no established second connection.

The consultation is established as 1st-party call.

Consultation elements can have several input connectors.

Icons

The IVR Editor module uses the following icons for a Consultation element.

Icon in the catalog of elements

Icon in the IVR script

Properties

The table below shows the properties of the Consultation element. For information on general element properties, see General properties of all elements on page 25. Properties Explanation number

Var.

Specifies the number to be dialed. You can enter the number directly or use a tag or variable. The variable or tag must contain the number characters. You can enter 24 characters maximum for the number.

Waiting for call to be accepted

Waiting for call to be accepted

Waiting for call to be accepted is set as default. The Max. ring time field is activated. To be able to use the Transfer at once function, you have to uncheck the option Waiting for call to be accepted. In this case, the elements Consultation and Transfer must come in direct succession. Connect the success-exit connector of the Consultation element to the input connector of the Transfer element. The active connection is put on hold, the outgoing connection being initiated (the new active call) and is exited via the success-exit connector. The successive Transfer element transfers the active call to the call on hold.

Max. ring time (mm:ss)

Specifies for how long a subscriber (number) is being called. It is distributed to the Timeout-exit connector if the maximum ring time is exceeded. Enter the ring time in the format mm:ss (minutes:seconds). 5 minutes is the maximum setting.

CallTags


Local variables



Exit connectors

Consultation elements have the following exit connectors. To make it easier for experienced users to track errors, the table also shows the corresponding CAPI messages. Exit connector

Explanation Cause

This exit connector (success) is used if there is a connection.

-

B The B-exit connector (busy) is used if the subscriber is busy. In an I55 PBX, this exit connector is also used when the subscriber disconnects the call with the Disconnect button while it is ringing. In an ACM PBX, the Timeout- or Error-exit connector is used, depending on the maximum call time (< 1 minute or > 1 minute).

3491(busy terminal)

T The T-exit connector (timeout) is used if the maximum ring time is exceeded. Voice Control releases the connection.

-

W The W-exit connector (wrong number) is used if a number that does not exist was dialed.

3481 (the internal number is wrong) 349c (invalid number format or own MSN is wrong)

I The I-exit connector (incomplete number) is used if the time (depending on PBX and call type external or internal) for canceling the incomplete dialing is greater than the element timer (maximum ring time). The time for canceling a dial operation (timer in the PBX) depends on the PBX and telephone network (fixed network, mobile phone radio network, international). The following value is a guideline. For a Consultation element the time must always be at least 15 seconds. Unlike the Call element, an extension cannot be dialed for this element.

3481 (the internal number is wrong)

A The A-exit connector (no active call) is used if there is no longer an active connection (active subscriber hung up) (I55 only). In an ACM PBX, the Timeout- or Error-exit connector is used, depending on the maximum call time (< 1 minute or > 1 minute).

3490 (ordinary end of connection or cancellation of dialing, error number. 6104) 34a2 (no B-channel) 3495 (call rejected)


Exit connector

Explanation Cause

P The P-exit (no passive call) is no longer used for the following scenario: The subscriber on hold hangs up while the subscriber in consultation is being called. In this case Voice Control cancels the consultation call independently. Since there is no longer a connection, the Consultation element is exited via the E-exit with error number 6102. In the following case the Consultation element is exited via the P-exit: If messages overlap, e.g. due to simultaneous "Answer consultation" and "Disconnect hold call", the connection via ISDN can be established faster than the call on hold can be released.

3490 (no connection on hold).

E The E-exit connector (error) is used in all other cases where a connection cannot be established. Note the system variable ErrorInfo.

349f (ordinary end of connection, error number). 6102) 34e6 (ISDN ring time monitoring, error number). 6109) 3492 (Terminal is unplugged, error number). 6118) 349b (Destination cannot be reached, error number). 6118)




Consultation elements have Error-exit connectors. A tooltip displays possible errors at the Error-exit connector with error number and explanation.


Variables

In this element, you can use the local variables with the name _MaxRingTime and _WaitIfBusy. These elements must have already been created in the correct style. Variable Explanation _MaxRingTime This variable has the same function as the Max. ring time

(mm:ss) field. This variable specifies the ring time in seconds (e.g., 300 for 5 minutes) for a subscriber (number) being called. It is distributed to the Timeout-exit connector if the maximum ring time is exceeded. The time specification in the element itself (Max. ring time field) is ignored.

_WaitIfBusy If a consultation connection cannot be established, the value can be set to true. This means that although the consulted subscriber is busy, the element is not exited through the Timeout-exit connector until the specified maximum call time is over.


Transfer Task

The Transfer element transfers an active connection to a connection on hold.

Transfer elements can have several input connectors.

Icons

The IVR Editor module uses the following icons for a Transfer element. Icon in the catalog of elements Icon in the IVR script

Properties

For information on general element properties, see General properties of all elements on page 25.

Exit connectors

Transfer elements have the following exit connectors. Exit connector

Explanation

This success-exit connector is used if the connection was transferred. A The A-exit connector (no active call) is used if there is no longer an active

connection (active subscriber hung up). Transfer is rejected, for example, when: The consulted subscriber rejects with the Disconnect key. The consulted subscriber is busy and the call is released. The number of the consulted subscriber is unknown.

P The P-exit connector (no passive call) is used if there is no longer a passive connection (subscriber on hold hung up).

E The E-exit connector (error) is used in all other cases where a connection cannot be established.




Transfer elements have Error-exit connectors. A tooltip displays possible errors at the Error-exit connector with error number and explanation.

The Error-exit is used:

• If the transfer is not made.

• If the call on hold cannot be switched through again.


Toggle Task

The Toggle element puts the active connection on hold and activates the connection previously on hold (1st-party initiated).

Toggle elements can have several input connectors.

Icons

The IVR Editor module uses the following icons for the Toggle element. Icon in the catalog of elements Icon in the IVR script

Properties


Exit connectors

Toggle elements have the following exit connectors. Exit connector

Explanation

This exit connector (success) is used if the connection previously on hold is the active connection again.

A The A-exit connector (no active call) is used if there is no longer an active connection (active subscriber hung up).

P The P-exit connector (no passive call) is used if there is no longer a passive connection (subscriber on hold hung up).

E The E-exit connector (error) is used in all other cases where a connection cannot be established.




Toggle elements have an Error-exit connector. A tooltip displays possible errors at the Error-exit connector with error number and explanation.


Disconnect Task

The Disconnect element clears the active connection and activates the connection previously on hold (1st-party initiated).

The Disconnect element is exited if the connection on hold is activated or if an error occurred.

Disconnect elements can have several input connectors.

Icons

The IVR Editor module uses the following icons for the Disconnect element. Icon in the catalog of elements Icon in the IVR script

Properties



Disconnect elements have Error-exit connectors. A tooltip displays possible errors at the Error-exit connector with error number and explanation.


Release Task

The Release element clears all established connections.

Release elements can have several input connectors but only one exit connector.

You can use any number of Release elements.

Difference between Release and Disconnect

Please note that with Release, active connections as well as connections on hold are cleared. If you only want to clear the active connection use the Disconnect element.

Icons

The IVR Editor module uses the following icons for the Release element. Icon in the catalog of elements Icon in the IVR script

Properties



Release elements have no Error-exit connectors.


Information on connection Task

The Information on connection element determines additional information regarding the active connection.

If, for example, a user redirects calls to a central voice box the redirecting number shows who routed the call. With this additional information e.g. an e-mail address or a language for TTS can be determined.

The Information on connection element is exited via the Error-exit connector if the requested information is not available (suppressed number, no redirected call, etc.).

If the information on the connection of a Call element is evaluated, the information regarding the caller's number is not available since it is hardly useful.

Information on connection elements can have several input connectors.

What connection information is supplied by an I55 PBX?

The following list shows the connection information supplied by an I55 PBX.

Information on connection element

IVR script type: Announcement

IVR script type: Automatic agent

Phone number of caller Number of the queue device

Number of the telephone making the call

Number of called party Number of the topic Number of the topic Routed number (for routing to topic)

Number of the topic Number of the topic

What connection information is supplied by an ACM PBX? The following list shows the connection information supplied by an ACM PBX.

Information on connection element

IVR script type: Announcement

IVR script type: Automatic agent

Phone number of caller Number of the telephone making the call

Number of the telephone making the call

Number of called party Number of line to Voice Unit

Number of line to Voice Unit

Routing number No information No information

Note: You can find out the IVR script type by right-clicking the IVR script and selecting Properties from the pop-up menu.


Icons

The IVR Editor module uses the following icons for the Information on connection element. Icon in the catalog of elements Icon in the IVR script

Properties

The table below shows the properties of element Information on connection. For information on general element properties, see General properties of all elements on page 25.


About You can select information. The following types of information are possible. Number of called party, Caller's number or Routing number.

Result variable Specifies a tag or variable the information is saved to. You can thus retrieve this information e.g. in a Logic element.

CallTags


Local variables



Information on connection elements have an Error-exit connector. A tooltip displays possible errors at the Error-exit connector with error number and explanation.


Call routing Prerequisite For the function of the Call routing element, there must be a CTI connection to the PBX. This requires installation of the CTI server (conneCTIon) and other components for the PBX access.

The conneCTIon software and additional documentation are available on the CTI CD, which you can obtain through normal distribution channels.

Task A Call routing element activates or deactivates a call routing from a specified number to another specified number.

This element sends CTI commands to the PBX. Voice Control must be prepared for this. For further information please refer to the system administrator’s manual.

The Error-exit connector is used if the call diversion cannot be established.

Call routing elements can have several input connectors.

Icons The IVR Editor module uses the following icons for the Call routing element. Icon in the catalog of elements Icon in the IVR script

PropertiesThe table below shows the properties of element Call routing. For information on general element properties, see General properties of all elements on page 25. Properties Explanation Number to be routed:

Var.

Enter the number of the subscriber for whom the call routing is to be activated or deactivated. Var. activates the Tags and Local Variable dialogs.

Call routing destination:

Var.

Enter the routing destination. Var. activates the Tags and Local Variable dialogs.

Call routing type:

Var.

Select the type of call routing. Possible types are: call routing on busy, timed call routing and at once (permanent call routing). Var. activates the Tags and Local Variable dialogs. The following values must be entered: onBusy for call routing on busy noAnswer for timed call routing immediate for immediate call routing The ACM PBX does not have onBusy or noAnswer call routing. Therefore, when these variants are used on an ACM, the element is exited via the error-exit connector.

Call routing enabled Select this option to activate the call routing.

Call routing disabled If the Call routing element is called it is deactivated.

CallTags




Local variables



Call routing elements have an Error-exit connector. A tooltip displays possible errors at the Error-exit connector with error number and explanation.

The Error-exit connector is used if the call routing could not be established.


Call routing information Prerequisite For the function of the Call routing information element, there must be a CTI connection to the PBX. This requires installation of the CTI server (conneCTIon) and other components for the PBX access.

The conneCTIon software and additional documentation are available on the CTI CD, which you can obtain through normal distribution channels.

Task The Call routing information element checks if a call routing of the specified type is enabled for the subscriber. For active call routing, the call routing destination is saved to a variable.

Call routing information elements can have several input connectors.

Icons The IVR Editor module uses the following icons for the Call routing information element. Icon in the catalog of elements Icon in the IVR script

PropertiesThe table below shows the properties of element Call routing information. For information on general element properties, see General properties of all elements on page 25. Properties Explanation Number to be routed:

Var.

Enter the subscriber's number for whom it is to be checked if a call routing is to be activated or deactivated. Var. activates the Tags and Local Variable dialogs.

Call routing destination (var.):

Enter the name of the variable in which the call routing destination is stored.

Call routing type:

Var.

Select the type of call routing. Possible types are: call routing on busy, timed call routing and at once (permanent call routing). Var. activates the Tags and Local Variable dialogs. The following values must be entered: onBusy for call routing on busy noAnswer for timed call routing immediate for immediate call routing The ACM PBX does not support onBusy or noAnswer call routing. Therefore, a CFBDA (Call Forwarding Busy Don’t Answer) call routing type set on an ACM PBX is output immediately as a call routing.

CallTags


Local variables



Exit connectors:

Call routing information elements have the following exit connectors. Exit connector

Explanation

D The D-exit connector (routing) is used when the call routing is activated. ND The ND-exit connector (No routing) is used when the call routing is

deactivated. E Error-exit connector

Error-exit connector Call routing information elements have an Error-exit connector. A tooltip displays possible errors at the Error-exit connector with error number and explanation.

The E-exit connector is used if the call routing could not be read.


Database elements The IVR Editor uses database elements to query and change the records of a CIE-external database in an IVR script.

The following databases were tested with IVR Editor and Voice Control:

• Microsoft Access (2000 und 2003)

• Microsoft SQL-Server (2000 und 2005)

• Sybase ASE (12.x)

Background knowledge of database elements Please note that you need to have a good knowledge about databases to work with database elements in the IVR Editor. You must be familiar with the common method of operation of databases. You further need detailed knowledge of the database you want to use. You might have to use a user name and password. You need to know which tables and fields are used in the database.

The database is accessed via ODBC and SQL.

Prerequisites for accessing databases

Names of data sources referring to the respective databases must be defined on the Voice Control server (Control Panel - Administrative Tools - ODBC Data Source Administrator).

These data sources can also be installed on the computers writing the IVR scripts but they do not have to.

If the name of the data source is also configured on the computer running the IVR Editor and if it can access the database, the IVR Editor can support the selection of tables and fields with database elements since it can read this data directly from the database.

Differences between databases

Different types of databases provide different ODBC drivers. Details of their implementation might differ from the default.

For SQL statements it is to be noted that the syntax is different for data types. For example, a string in a simple query must be in quotes for Microsoft Access and in apostrophes for Sybase ASE.

Especially date formats differ depending on the used type of database.


What is ODBC?

ODBC is a standardized process that allows database access without taking into account the program or operating system used to access the database.

What is SQL?

SQL is a general, standardized query and manipulation language for databases that consists of the following statements:

• Data Definition Language: Definition and manipulation of data structures (CREATE, ALTER, DROP, etc.)

• Data Query Language: Queries (SELECT)

• Data Manipulation Language: Changing data (INSERT, UPDATE, DELETE)

• Data Control Language: Controlling the data changes (COMMIT, ROLLBACK, GRANT, REVOKE)

SQL statements are sent to the databases via ODBC (SQL-Pass-Through). Commands supported by the server are used.

Some possible SQL statements are listed below. The list does not claim to be complete.

SELECT queries

A simple query for a table is, for example:

Reads all fields of all records of the "User" table. Select * From User

Reads the specified fields of all records. Select User.Name, User.Number, User.City from User

Reads all fields of the "User" table if the "Number" field has the value "266". Select * From User Where Number = "266"

Further Where-clauses are:

"Like" for text comparisons with wildcards,

"Between" for checking sections, and

"In" for elementary inquiries of sets.

You can specify order criteria with "Order By"

sorts the resulting set alphabetically according to the field "City". Select * From User Order By City

sorts the values in descending order. Select * From User Order By City Desc

The number of returned lines can be limited with "Limit"

returns the first five records Select * From User Limit 5

returns records 6 to 10. Select * From User Limit 5.10


Subqueries

This type of query consists of a SQL SELECT statement within another select or action query. You can enter these statements for defining a new field or for defining criteria for a field of the design grid. You can execute the following tasks with subqueries.

• Check if there are results of the subquery (use the reserved terms EXISTS or NOT EXISTS).

• Search for values in the main query that are equal to, greater than, or less than values returned by the subquery (use the reserved terms ANY, IN or ALL).

• Create subqueries within subqueries (nested subqueries).

Union queries

With UNION records are output from the specified tables without rendering joint (or double) rows twice. If you have e.g. lists of subscribers for different locations you can combine these lists using a union query and then evaluate this new list.

Example: SELECT Subscriber, CallingNumber FROM List1 UNION xxx SELECT Subscriber, CallingNumber FROM List2 ORDER BY Subscriber;xxx

Join queries

Join queries generate an intersection of the results of concerned tables.

Example: SELECT List1.Site, List1. Subscriber, List2. CallingNumber FROM List1, List2 where List1.Site = List2.Site xxx

renders the records of List1 and List2 that are listed in List1 AND List2 with the same site, combined as record with site, subscriber, and number.

Simple Join queries output only rows that have equivalents in both sets. If rows must be returned that have no joint equivalent, use "Outer Join".


Statistical nominal values

You can also calculate statistical values like sums (sum), minimums (min), maximums (max), and averages (avg).

Example: Select count(*) As number from User where Subscriber = "266"xxx

renders the number of all entries in the "User" table where "266" is entered as "Subscriber " in the "number" field.

Variable-markings per type of database

Microsoft Access

Strings in quotes "<:stringvar:>"

Numerical values without quotes <:numvar.>

Microsoft SQL Server

Strings in double quotes "<:stringvar:>"

Sybase ASE 12.x

Strings in single quotes '<:stringvar:>'

Further information on the Internet

For further information please refer to the relevant literature or the Internet.


Note on modifying or deleting records Some database elements delete or modify a record with certain properties or contents. Please pay attention the following notes for the possible types of databases.

Microsoft SQL Server

The SQL server changes or deletes a record only if a primary key is defined for this table.

Sybase ASE

With Sybase, all records having the exact same properties or contents regarding the queried columns or fields are changed or deleted. A following Next record element can fail after a previous delete or can render no record since the desired record might have been deleted as well.

Microsoft Access

The use of AutoNumbers in a table leads to problems regarding the changing of records. Voice Control also tries to change this column which is denied by Microsoft Access. To solve this problem a corresponding view (query) without this column can be used.


Open database Task

The Open database element opens a database. You must open a database first before you can access its data.

You need the name of the data source which must be configured accordingly on the Voice Control server (with the " ODBC Data Source Administrator") to open a database.

If the name of the data source is also configured on the PC running the IVR Editor and if it can access the database, the IVR Editor can support the selection of tables and fields with database elements since it can read this data directly from the database.

Icons

The IVR Editor module uses the following icons for the Open database element. Icon in the catalog of elements Icon in the IVR script

Properties

The table below shows the properties of element Open database. For information on general element properties, see General properties of all elements on page 25. Properties Explanation DB variable Variable for referencing the database. Is set by Voice

Control when the database is opened. This variable serves as identifier for this database (database ID) for later database accesses.

Name of data source

Var.

Specifies the name of the data source. You can also use a variable. You must configure the name of the data source with the ODBC Data Source Administrator.

User

Var.

Specifies the user name for the database. You can enter the user name directly or use a Tag or local variable.

Password

Var.

Specifies the password for the database. You can enter the password directly or use a Tag or variable.

CallTags


Local variables



Open database elements have an Error-exit connector. A tooltip displays possible errors at the Error-exit connector with error number and explanation.


Close database Task

The Close database element closes a database. The database must have been opened before with the Open database element.

Icons

The IVR Editor module uses the following icons for the Close database element. Icon in the catalog of elements Icon in the IVR script

Properties

The table below shows the properties of element Close database. For information on general element properties, see General properties of all elements on page 25. Properties Explanation DB variable Specifies the variable containing the database ID. Already

used DB variables can be selected with .

CallTags


Local variables



Close database elements have no Error-exit connectors.


Add record Task

The Add record element adds a record to a table.

Icons

The IVR Editor module uses the following icons for the Add record element. Icon in the catalog of elements Icon in the IVR script

Properties

The table below shows the properties of element Insert tag. For information on general element properties, see General properties of all elements on page 25. Properties Explanation DB variable Specifies the variable containing the database ID. Already

used DB variables can be selected with . DB table

Var.

Specifies the name of the table. You can also use a variable. The specified variable can contain the name of the table.

Already used names of tables can be selected with . Field assignment Field assignments are listed. You can enter a field name

directly or use a variable. You can enter the value directly or use a variable.

Create

Creates a new field assignment.

Delete

Deletes a field assignment.

Tags


Local variables



Add record elements have an Error-exit connector. A tooltip displays possible errors at the Error-exit connector with error number and explanation.


Modify record Task

The Modify records element changes records that meet a defined condition.

Icons

The IVR Editor module uses the following icons for the Modify records element. Icon in the catalog of elements Icon in the IVR script

Properties

The table below shows the properties of element Modify records. For information on general element properties, see General properties of all elements on page 25. Properties Explanation DB variable Specifies the variable containing the database ID. Already


Var.

Specifies the name of the table. You can also use a variable.

Already used names of tables can be selected with . Condition Specifies the condition records have to comply with to be

edited with the element. You can enter four conditions maximum in default mode. These conditions are linked with a logical "AND" rendering the following query. Example: column=value AND column1>value AND column2<>value AND column3<value

Advanced mode You enter a SQL statement in advanced mode. You can use variables in a SQL query. A variable must be marked with "<:" at the beginning and :> at the end. (Example: <:redirectNumber:> ) Depending on the type of database, the value or variable must be in single or double quotation marks.

Field assignment A list shows the assignment of fields from the database with values. You can enter field name and value directly or use the contents of a variable. If you want to use a variable you have to select the respective option in the Variable column.

Create


Delete


CallTags


Local variables




Modify records elements have an Error-exit connector. A tooltip displays possible errors at the Error-exit connector with error number and explanation.


Delete records Task

The Delete records element deletes all records of a table that meet a defined condition.

Icons

The IVR Editor module uses the following icons for the Delete records element. Icon in the catalog of elements Icon in the IVR script

Properties

The table below shows the properties of element Delete records. For information on general element properties, see General properties of all elements on page 25. Properties Explanation DB variable Specifies the variable containing the database ID. Already


Var.

Specifies the name of the table. You can also use a variable.

Already used names of tables can be selected with . Condition Specifies the condition records have to comply with to be

deleted with the element. You can enter four conditions maximum in default mode. These conditions are linked with a logical "AND" rendering the following query. Example: column=value AND column1>value AND column2<>value AND column3<value

Advanced mode You enter a SQL statement in advanced mode. You can use variables in a SQL query. A variable must be marked with "<:" at the beginning and :> at the end. (Example: <:redirectNumber:> ) Depending on the type of database, the value or variable must be in single or double quotation marks.

CallTags


Local variables



Delete records elements have Error-exit connectors. A tooltip displays possible errors at the Error-exit connector with error number and explanation.


SQL query Task

You create an SQL query with the SQL query element and query the open database.

Icons

The IVR-Editor module uses the following icons for the SQL query element. Icon in the catalog of elements Icon in the IVR script

Properties

The table below shows the properties of element SQL query. For information on general element properties, see General properties of all elements on page 25. Properties Explanation DB variable Specifies the variable containing the database ID. Already

used DB variables can be selected with . SQL query Specifies a SQL query.

You select a DB table in default mode. You can enter four conditions maximum. These conditions are linked with a logical "AND" rendering the following query. SELECT * FROM tablename WHERE column=value AND column1>value AND column2<>value AND column3<value

Advanced mode DB table

You enter a SQL query in advanced mode. You can use variables in a SQL query. A variable must be marked with "<:" at the beginning and :> at the end. (Example: <:redirectNumber:> ) Examples for SQL queries. SELECT * FROM VoiceMail WHERE MsgName = '<:VarMsgName:>' Reads all rows of the VoiceMail table where the MsgName matches the contents of the variable VarMsgName. SELECT convert (varchar(8), getdate(), 3) AS date Reads the current date from the Sybase database in the format dd.mm.yy to the Datum field. xxx Depending on the type of database, the value or variable must be in single or double quotation marks.

Variables for result Data record variable Number of records

The result of the query can be accessed via the variable specified here. A reference to the result of the query is stored in the record variable after the query. It is required for the elements First record, Next record, Modify record and Delete record to be able to access these results. You can work with several parallel queries. The number of records found is entered in the variable after the query.

CallTags




Local variables



SQL query elements have Error-exit connectors. A tooltip displays possible errors at the Error-exit connector with error number and explanation.


First record Task

The First record element navigates to the first data record, a database query determined with SQL, and reads out the values.

Icons

The IVR Editor module uses the following icons for the First record element. Icon in the catalog of elements Icon in the IVR script

Properties

The table below shows the properties of element Announcement plus DTMF. For information on general element properties, see General properties of all elements on page 25. Properties Explanation DB variable Specifies the variable containing the database ID. Already

used DB variables can be selected with . Data record variable The record variable specifies the variable containing the IDs

of found records. The assignment is made with an SQL query generated with the SQL query element.

Field assignment A list shows the assignment of fields from the database with values. You can enter field name and value directly or use the contents of a variable. If you want to use a variable you have to select this in the Variable column.

Create


Delete


CallTags


Local variables



Exit connectors

First record elements have the following exit connectors.

Exit connector

Explanation

S The Success-exit connector is used if the data was read without errors.

F The F (Finish)-exit connector is used if the data was read without errors and the end of the table is reached. No further records can be read from this table.

E The E (Error)-exit connector is used if an error occurred during the query.


First record elements have Error-exit connectors. A tooltip displays possible errors at the Error-exit connector with error number and explanation.


Next record Task

The Next record element points to the next data record of a database query determined with SQL and reads it out.

Note: The First record element must be used before the Next record element is used for the first time.

Icons

The IVR Editor module uses the following icons for the Next record element. Icon in the catalog of elements Icon in the IVR script

Properties

The table below shows the properties of element Next record. For information on general element properties, see General properties of all elements on page 25. Properties Explanation DB variable Specifies the variable containing the database ID. Already


of found records. Field assignment A list shows the assignment of fields from the database with

values. You can enter field name and value directly or use the contents of a variable. If you want to use a variable you have to select this in the Variable column. You can use other fields and variables here than in the First record element. If you do not specify an assignment, the assignment list of the First record element is used implicitly.

Create


Delete


CallTags


Local variables



Exit connectors

Next record elements have the following exit connectors. Exit connector

Explanation

S The Success-exit connector is used if the data was read without errors. F The F (Finish)-exit connector is used if the data was read without errors

and the end of the table is reached. No further records can be read from this table.

E The E (Error)-exit connector is used if an error occurred during the query.


Next record elements have Error-exit connectors. A tooltip displays possible errors at the Error-exit connector with error number and explanation.


Delete record Task

The Delete record element deletes a record from a DB table. This record is previously selected with the elements First record or Next record.

Note: Data records are deleted with SQL. At present, this process is implemented differently by the respective databases. With Sybase all identical records are deleted. With Microsoft Access and Microsoft SQL-Server only the current record is deleted.

Icons

The IVR Editor module uses the following icons for the Delete record element. Icon in the catalog of elements Icon in the IVR script

Properties

The table below shows the properties of element Delete record. For information on general element properties, see General properties of all elements on page 25. Properties Explanation DB variable Specifies the variable containing the database ID. Already


of found records.

CallTags


Local variables



Delete record elements have Error-exit connectors. A tooltip displays possible errors at the Error-exit connector with error number and explanation.


Modify record Task

The Modify record element modifies a record in a DB table. This record is previously selected with the elements First record or Next record.

Note: Data records are modified with SQL. At present, this process is implemented differently by the respective databases. With Sybase all identical records are modified. With Microsoft Access and Microsoft SQL-Server only the current record is modified.

Icons

The IVR Editor module uses the following icons for the Modify record element. Icon in the catalog of elements Icon in the IVR script

Properties

The table below shows the properties of element Modify record. For information on general element properties, see Database elements on page 87. Properties Explanation DB variable Specifies the variable containing the database ID. Already


of found records. Field assignment A list shows the assignment of fields from the database with

values. You can enter field name and value directly or use the contents of a variable. If you want to use a variable you have to select this in the Variable column.

Create


Delete


CallTags


Local variables



Modify record elements have Error-exit connectors. A tooltip displays possible errors at the Error-exit connector with error number and explanation.


Variables In IVR scripts, you can use global variables, local variables, or specific predefined variables.

When you define variables with the Define variable element, you can enter any number of characters for the value. Strings must be placed in double quotes (e.g., "Hello"). When you define variable with local variables, you can specify 200 characters for the value. Strings must not be placed in double quotes.

Global variables Global variables have the following properties:

• They can be defined and read in the elements.

• Global variables have a name and a value.

• There are ten predefined global variables. _SessionVar1 to _SessionVar10

• They are valid until the first End element. They also retain their value in any number of subscripts. This allows you to transfer values from a main script to subscripts. A subscript is a script that is called from another script with the Start script element.

List of predefined variables The following table provides an alphabetic listing of all predefined variables with an explanation and specification of the elements they are written in. Variable Explanation Element _AuthAccount Shows the SMTP user name. Send voice mail as

e-mail

_AuthPassword Shows the SMTP password. Send voice mail as e-mail

_Body Shows the text of the e-mail. Send voice mail as e-mail

_Confidence Indicates the confidence level of the word recognition. With OSR 3.0, this value is between 0 and 1,000. With SpeechPearl, the value is between 0 and 10,000. 0 means not recognized, and 1,000 or 10,000 means fully recognized.

Announcement plus voice recognition

_From Shows the sender of the e-mail. Send voice mail as e-mail


Variable Explanation Element _MaxRingTime This variable has the same function as the

Max. ring time (mm:ss) field. This variable specifies the ring time in seconds (e.g., 300 for 5 minutes) for a subscriber (number) being called. It is distributed to the Timeout-exit connector if the maximum ring time is exceeded. The time specification in the element itself (Max. ring time field) is ignored.

Call Consultation

_MinRecDuration

Specifies the minimum length of a recording in seconds. If a recording is shorter than the specified time, it is deleted.

Record voice mail Record voice mail plus DTMF

_NoRecBeep Specifies whether the signal tone indicating the start of the recording is played. 1 or true means no signal tone.


_ReturnPath Displays the e-mail address to which a reply is sent.

Send voice mail as e-mail

_SessionVar1 _SessionVar2 _SessionVar3 _SessionVar4 _SessionVar5 _SessionVar6 _SessionVar7 _SessionVar8 _SessionVar9 _SessionVar10

_SessionVar1 to _SessionVar10 are global variables. Global variables are valid until the first End element. They also retain their value in any number of subscripts. With global variables, you can transfer values from a main script to subscripts.

Creating an IVR script - Global variables

_Subject Shows the subject of the e-mail. Send voice mail as e-mail

_VMDefault This variable is only used for voice mail. This is the default variable for the CC.VoiceMsgProcessed tag. For more information, refer to Tips and tricks - example 2: IVR scripts record and play voice mail.

Define variable

_VMDuration Specifies the length of recording in seconds.



Variable Explanation Element _WaitIfBusy If a consultation connection cannot be

established, the value can be set to true. This causes the consultation connection to be maintained until the specified maximum ring time is over.

Consultation

D_InvokeId Indicates the InvokeId. This is a unique, invariable identification number (ID) that exists during the entire script flow. It can be saved in the database, for example, to store information about a specific call.

Define variable

D_LineAvailable Shows the number of available channels. Define variable

D_LineBusy Indicates the number of busy channels at the time the variable is used.

Define variable

D_LineFree Indicates the number of available channels at the time the variable is used.

Define variable


Configuring Tools

Configuring voice units You can view the configured voice units (VU), edit properties and create, copy, or delete voice units.

What is a voice unit? A voice unit adds features like announcements, speech recognition, and interaction with the caller via DTMF to the functional range of the CIE system. DTMF stands for Dual Tone Multi Frequency Dialing.

A voice unit is installed on a computer with software and, if necessary, hardware (card). The PBX is connected with the voice unit via a line (e.g. S2M with 30 B-channels) or VoIP. Voice Control is a possible voice unit.

The voice unit scripts are created with the corresponding software (IVR Editor). These scripts can then be used in the task flow.

List of voice units The list of voice units shows all configured voice units. The list shows the following information. Header Explanation Name Shows the name of the voice unit. PBX Shows the PBX the voice unit is configured for.

Displaying the list

Proceed as follows to display the list of voice units:

1. Select VU configuration from the Tools menu. The Voice Unit Configuration dialog opens and the list of voice units is displayed.

2. You can create, change, copy, or delete voice units.

User Manual CIE 1.0 IVR-Editor Configuring Tools • 109

Properties of a voice unit You configure the following properties for a voice unit in a CIE system. Settings Explanation Name Specifies the name of the voice unit. You can use 28

alphanumeric characters, maximum.

PBX Shows the PBX. If you have configurd a Voice Unit, you can no longer change these settings.

Type You can choose between Voice Control and <external>.

Interface version Specifies the version of the interface protocol. For Voice Control, enter 1.070.

Host Shows the host name of the voice unit. You can also use the IP address.

TCP port no. Shows the port number of the voice unit. The TCP port number is not required for an ACM. For an I55, enter 54321.

Mail server Specifies the host name of an SMTP-capable mail server. This mail server is used by Voice Control to send e-mails.

Standard script Shows the standard script. If an error occurs, it is started by Voice Control.

Line allocation

Shows the line allocation. This box is blank for ACM. For the I55, you must select the numbers of the channels used to connect Voice Control to the PBX.

Ok


Cancel


Scripts

Opens the VU scripts dialog. The dialog shows the configured VU scripts.

Voicemail

Opens the Voice mails dialog. The dialog shows the configured voice mails.

Add

Inserts a line (channel number).

Replace

Replaces a line.

Delete

Deletes a line.

Up

Moves the selected line upward in the order.

Down

Moves the selected line downward in the order.

110 • Configuring Tools User Manual CIE 1.0 IVR-Editor

Which settings must you specify in conjunction with the PBX?

The following lists show the settings you must specify in conjunction with the PBX.

ACM and Voice Control

Name

PBX

Host

Mail server

Default script

Scripts

Voice mails

I55 and Voice Control

Name

PBX

Version

Host

TCP port no.

Mail server

Default script

Line allocation

Scripts

Voice mails

I55 and <External>

Name

PBX

Version

Host

TCP port no.

Line allocation

Scripts

Voice mails

Editing the properties of a voice unit

Proceed as follows to edit the properties of a voice unit.

1. Double-click a voice unit in the list of voice units. The Edit Voice Unit Configuration dialog opens.

2. Change the properties.

3. Click OK to save your settings.


Editing the properties of an IVR script You can edit the properties of an IVR script.

Opening the Properties

Proceed as follows to open the properties of an IVR script.

1. Select the IVR script.

10. Select Properties from the IVR script menu. The Properties dialog opens.

or

1. Right-click a drawn element. A pop-up menu opens.

2. Select Properties.

Properties

If the selected IVR script is being edited by another user, the Properties dialog can only be opened as read-only. The OK button is not active.

Property Explanation Name Shows the name of the IVR script. Type:

Announcement

Control of the call remains with the task flow. The call can be withdrawn from Voice Control at any time.

Type:

welcome announcement

Control of the call remains with the task flow, and the IVR script is selected as a welcome announcement for the task flow.

Type:

Automatic agent

Control of the call is transferred to Voice Control.

Play on A list shows the assignment of Voice Units to PBXs. You can see the assignment of IVR scripts to voice units. For further information please refer to: Viewing the IVR script-VU assignment Tip: Press DEL to remove a Voice Unit from the list.

Voice Unit

Adds a Voice Unit to the list of assignments.

Ok


Cancel



Conditions for Voice Unit Assignment

Note the following conditions for assiging Voice Units.

• You can only assign an IVR script to Voice Units on the same PBX.

• You cannot change the PBX assigned to a Voice Unit. You cannot change the PBX in the VU configuration dialog.

• When you delete a Voice Unit, the assignment to the IVR script is removed via the database.

• When you delete an IVR script, the assignment to the Voice Unit is removed via the database.


Editing voice mails The Voice mails dialog shows a list of voice mails with the following information: Property Explanation Date / Time Shows date and time of the creation.

Done Indicates that a voice mail has been marked as heard by an agent with the VU script.

Type Shows the type of the voice mail. Name Shows the name of the file in which the voice mail is

stored. Length Specifies the length of the voice mail in seconds. Topic Indicates the topic for which the voice mail was recorded.

This information is important for subsequent distribution.

Proceed as follows to edit a voice mail:

1. In the IVR Editor, select VU configuration under Tools.

2. The Voice Unit Configuration dialog opens. Select a voice unit and click OK.

3. The Voice Unit Configuration dialog opens. Click Voice mails…

4. The Voice mails dialog opens. Select a voice mail if you want to delete it.

5. Click Delete.

Editing the line allocation Refer to the Configuration - number allocation chapter in the Customer Interaction Express 1.0 System Administrator Manual to find out how to edit the number scheme and the number of existing channels and how to distribute the existing numbers/channels to different applications.


Viewing the IVR script-VU assignment You can view the assignment of IVR scripts to the corresponding Voice Units. These assignments are shown in a list.

Opening the view Opening Proceed as follows to view an IVR script-Voice Unit assignment.

1. Select IVR Script-VU Assignment Overview from the Tools menu. The IVR Script-VU assignment overview dialog appears.

11. You can only view this list.

Reference For more information, refer to Editing the properties of an IVR script.

What does the IVR script-VU assignment show? A list shows the assignment of IVR scripts to voice units.

Column Explanation 1. Shows the IVR script by name.

A green check mark indicates that the IVR script is enabled.

2. To n Shows the Voice Units by name and the PBX. The PBX appears in parentheses.

Identification

If an IVR script is assigned to a Voice Unit, this is indicated by an 'x'.


Defining time off periods You can define time off periods , for example, one-time time off periods, regular daily or weekly breaks, or public holidays. Time off applies to the whole CIE system. A response to system-wide time off periods can be made in the Check times element.

Time off list The list of time off shows all defined time off periods. Header Explanation Start Shows the beginning of the time off period. Stop Shows the end of the time off period. Repetition Shows the repetition of time off periods, e.g. daily or yearly.

Displaying the list

Proceed as follows to display the Time off list.

1. Select Time off from the Tools menu. The Definition of time off dialog opens showing a list of configured time off periods.

2. You can add, change, or delete a time off period.

Properties of a time off period You configure the following properties for a time off period. Property Explanation Repetition

None

Daily (e.g. regular breaks)

Weekly

Yearly (e.g., national holidays)

Specifies the repetition of time off periods. You can select whether a break is to be repeated daily, weekly, yearly, or not at all. An example of a daily repetition is the daily lunch break from 12:00 to 12:30.

Beginning of time off You can set a date and time for the beginning of time off.

If you set Daily or Weekly, you can only set the time.

If you set Weekly, you can select a day of the week. You can enter the time directly or using the up and

down buttons .

You can enter the date directly or by clicking . A calendar page displaying a month appears. A red circle indicates the current date. A blue circle

indicates the day that is set. End of time off You can set a date and time for the end of time off.

The settings are the same as the settings described above. The end of time off must occur after the beginning.

Ok



Property Explanation

Cancel


Editing the properties of a time off period

Proceed as follows to edit the properties of a time off period.

1. Double-click a break in the list of time off periods. The Time off - Edit dialog opens.

2. Change the properties.



Creating an IVR Script

Working with IVR scripts If you create, move, edit or delete an IVR script or a folder, these changes are saved to the database immediately. You do not have to save these changes. Please note, however, that you have to save the contents of an IVR script.

An IVR script can only be edited by one user at a time in the CIE system.

Creating a folder Folders are used to structure IVR scripts. A folder can contain any number of IVR scripts. A folder is specified by its name. This name must be unique within the CIE system. Proceed as follows to create a folder.

1. Right-click the IVR scripts tab. A pop-up menu opens.

2. Select Create folder.

3. Enter a name for the folder.

4. Click OK to save your settings. An empty folder is displayed on the right.

or

1. Select New Folder from the IVR Script menu.

2. Enter a name for the folder.

3. Click OK to save your settings. An empty folder is displayed on the right.

or

1. Click . The Create folder dialog opens.

2. Enter a name for the folder..

3. Click OK to save your settings. An empty folder is displayed to the right.

118 • Creating an IVR Script User Manual CIE 1.0 IVR-Editor

Creating an IVR script An IVR script is specified by its name. This name must be unique within the CIE system. You can use 30 alphanumeric characters maximum for the name. Proceed as follows to create an IVR script.

1. Right-click the IVR scripts tab. A pop-up menu opens.

2. Select Create IVR script. The New IVR Script dialog opens.

3. Enter a name. You can select a folder to create the script in.

4. Click OK to save your settings. An empty IVR script is displayed to the right.

or

1. Select New IVR script from the IVR script menu. The New IVR Script dialog opens.



or

1. Click . The Create IVR Script dialog opens.



Opening an IVR script Proceed as follows to open an IVR script. Several scripts can be open at the same time.

1. Double-click the name of the IVR script in the IVR scripts tab. The IVR script is opened and displayed on the right. The IVR script is active.

User Manual CIE 1.0 IVR-Editor Creating an IVR Script • 119

Which is the active IVR script? The active IVR script is marked in the window by the corresponding color of the title bar.

Note

• Note that the functions Save, Enable, Print, and Export as XML script always refer to the active IVR script.

• Not the difference between active and enabled. Active means only that the corresponding IVR-script window is selected. Active does not mean that the IVR script is enabled for the CIE system.

Active IVR Script

Moving an IVR script Proceed as follows to move an IVR script within the IVR scripts tab, e.g. to a certain folder.

1. You move an IVR script with Drag & Drop. The IVR script is inserted below the selected IVR script.

Changing the name Proceed as follows to change the name of a folder or an IVR script.

1. Double-click the name of an IVR script.

2. You can edit the name directly.

or

1. Select an IVR script or a folder.

2. Select Rename from the IVR script menu.

3. Change the name.


Deleting a folder Proceed as follows to delete a folder:

1. Right-click the folder to be deleted. A pop-up menu opens.

2. Select Delete. You are prompted.

3. Click Yes to delete the folder.

Deleting an IVR script Proceed as follows to delete an IVR script.

1. Right-click the IVR script to be deleted. A pop-up menu opens.

2. Select Delete. You are prompted.

3. Click Yes to delete the IVR script.

Refresh Other users in the CIE system can create IVR scripts as well. These IVR scripts are not automatically displayed at your terminal. To refresh the display of IVR scripts proceed as follows.

1. Select Refresh from the View menu or press F5. The display of IVR scripts is updated.

or

1. Right-click the IVR scripts window. A pop-up menu opens.

2. Select Refresh. The display of IVR scripts is updated.


Changing size and position of windows If a dialog features this icon you can customize the size of this window.

You can choose between overlapping (cascading) and tiled window presentation.

Changing the size of a dialog Proceed as follows to change the size of a dialog.

1. Point the mouse pointer to a corner. The pointer changes its icon.

2. Left-click a corner of the window, keeping the mouse button depressed.

3. Drag the window to the desired size.

4. Release the mouse button.

Hiding or displaying the IVR scripts window Proceed as follows to toggle the IVR scripts window:

1. Select IVR Scripts from the View menu. If the IVR scripts window is displayed, this action hides it now. If the IVR scripts window is hidden, this displays it.

Closing all windows Proceed as follows to close all open windows:

1. Select Close All from the Windows menu. All open windows are closed.


Arranging windows Proceed as follows to arrange the windows:

Cascading

1. Select Cascade from the Window menu. The windows are arranged in overlapping form.

or

1. Click . The windows are cascaded.

Tiled

1. Select Arrange from the Window menu. The windows are tiled.

or

1. Click . The windows are tiled.

Example for cascading windows The following illustration shows three cascading windows.

Example for tiled windows The following illustration shows four tiled windows.


Working with elements You use elements in an IVR script. The Elements tab shows the available elements. You insert an element from the Elements tab in an IVR script with Drag & Drop.

Inserting an element Proceed as follows to insert an element in an IVR script.

1. Click an element, e.g. Start, in the Elements tab.

2. Keep the left mouse button pressed and drag the icon of the element onto the IVR script. Select a position, for example, the upper left corner.

3. Release the mouse button. The properties dialog of the element opens.

Editing an element Each element has certain properties. Proceed as follows to edit the properties of an element.

1. Double-click the icon of the element in the IVR script. The respective dialog opens.

2. You can change the properties.

Moving an element You can move one or several elements in an IVR script.

One element

1. To move one element click it and drag it to its new position.

Several elements

1. To move several elements press Ctrl and click an element Repeat this action until you selected all desired elements.

2. Press Ctrl and Shift and move the top element.

Deleing one or more elements Proceed as follows to delete an element of an IVR script.

1. Select the elements to be deleted.

2. Press the Del key. You are prompted.

3. Click Yes to delete the elements.


Deleting all elements Proceed as follows to delete all elements of an IVR script.

1. Choose Select all from the Edit menu or press the keys Ctrl and A. All elements are selected.

2. Select Delete from the Edit menu or press the Del key. You are prompted.

3. Click Yes to delete all elements.

Displaying information on an element (tooltip) You can have the properties displayed for each element of an IVR script. You use the tooltip to do so.

Proceed as follows to get information on an element.

1. Let the mouse pointer rest on the element for a short while. The tooltip is displayed showing the properties of the element.


Customizing connections The link between an input connector and an exit connector is called connection. A line represents a connection graphically.

For a clearer layout you can add corner points to connections.

You can only connect vacant input and exit connectors. You cannot assign several connections to one connector.

Connecting elements Proceed as follows to connect elements.

1. Click the exit connector of an element, e.g. Start.

2. Click to create a corner point (change of direction).

3. Drag the connection to the input connector of another element, such as a Logic element. The two elements are connected.

Moving corner points Proceed as follows to move a corner point.

1. Point the mouse pointer to a corner. The icon of the pointer changes.

2. Click the corner and keep the left mouse button pressed while you drag the corner to its new position.

3. Release the mouse button.

Highlighting connections You can color-highlight connections.

1. Right-click a port of the connection. A pop-up menu opens.

2. Select Highlight Connection. The color of the connection changes.

or

1. Click a port. The color of the connection changes.

Deleting connections You can delete connections.

1. Right-click a port of the connection. A pop-up menu opens.

2. Select Delete Connection. The connection is deleted.


Creating an element Two examples will help explain how you create elements.

Creating a logic element In a Logic element, you define a condition that determines the course of the IVR script. If the condition is fulfilled the element at the Y-exit connector is processed next. If the condition is not fulfilled the element at the N-exit connector is processed next.

Proceed as follows to create a Logic.

1. Drag & Drop the Logic element onto an IVR script. The Logic dialog opens.

2. For a better overview of the IVR script enter a label for the Logic.

3. A condition can consist of operators, tags and local variables.

4. Click Operators to insert an operator. The Allowed operators and functions dialog opens. To apply an operation or function, double-click the corresponding item.

5. Click Tag to insert a Tag. The Select Tag dialog opens. To insert a tag in the condition, double-click the tag.

6. Click Local Var. to insert a variable. The Local Variables dialog opens. To insert a variable in the condition, double-click the local variable.

7. You can select interruptible or not interruptible for the element.

8. It is optional to enter a comment.

9. Click OK to verify the settings.

Creating an Announcement element Announcement elements play announcements. Proceed as follows to create an Announcement element.

1. Drag & Drop the Announcement element onto an IVR script. The Announcement dialog opens.

2. Enter a label.

3. Click Browse to select a WAV-file as announcement text. Double-click the respective WAV-file.

4. You can select interruptible or not interruptible for the element.

5. It is optional to enter a comment.

6. Click OK to verify the settings.


Creating and editing local variables You use local variables for the conditions of Logic elements or for announcement texts (WAV-file).

Local variables have a name and a value. You can use 29 alphanumeric characters maximum for the name. You can use 200 alphanumeric characters maximum for the value. A variable does not need to have a value.

Local variables only apply to the active IVR script.

Inserting a local variable Proceed as follows to insert a local variable.

1. Select Local variables from the Edit menu or click . The Local Variables dialog opens.

2. Click Insert. Click Insert. The Edit Local Variable dialog opens.

3. Enter a name and a value. If you want to enter a path as the value,

you can use the button.


Editing a local variable 1. Select Local variables from the Edit menu or click . The Local

Variables dialog opens.

2. Select the local variable to be changed.

3. Click Change. Click Insert. The Edit Local Variable dialog opens.

4. Change name and a value.



Deleting a local variable Note You can neither change nor delete the system variables LastError and ErrorInfo.

Deleting Proceed as follows to delete a local variable. Keep in mind that you are not prompted even if the local variable is used in an element.

1. Select Local variables from the Edit menu or click . The Local Variables dialog opens.

2. Select the local variable to be deleted.

3. Click Delete. The selected local variable is deleted.


Saving and enabling Note the difference between saving and enablingand keep in mind that the functions Save and Enable always refer to the active IVR script.

Save When you save an IVR script, the active IVR script with the positions of its elements is saved to the database. The Voice Control server does not yet receive any information.

Proceed as follows to save an IVR script.

1. Select Save from the IVR Script menu or click . The selected IVR script is saved.

Enable When you enable an IVR script, the following procedures are carried out. You cannot enable an empty IVR script.

• It is checked that all compulsory exit connectors of elements are connected.

• It is checked that the IVR script contains a Start element.

• It is checked that the elements contain the necessary settings.

• It is checked that the IVR script contains an End element. If the IVR script does not contain an End element the following message is displayed. The IVR script name does not have an End element! Do you still want to enable it? Enable the script with Yes or change it with No.

• The IVR script is saved to the database in XML format.

• The Voice Control process is informed that a new IVR script is available.

The IVR script is not enabled if an error occurs. The IVR script is not made known to the Voice Control.

Proceed as follows to enable the active IVR script.

1. Select Enable from the IVR script menu or click . The selected IVR script is enabled.


Script debugging Use TTrace to track processes during troubleshooting .

The following reporter categories are useful for error messages. The table lists types of errors and the corresponding reporter categories.

Type of error Reporter categories

Speech recognition

TTS/ARS

VC_Audio

VC_VUS

VC_IVR

Communication

Voice Control-CIE

VC_IVRSVR (I55 only)

VC_BccIVR (I55 only)

VC_TSE (ACM only)

VC_TSE_Det (ACM only)

VC_VUS

VC_IVR

Connection/disconnection VC_ISDN (I55 only)

VC_CHAP (ACM only)

VC_BASIC

VC_IVR

Script flow VC_VUS

VC_IVR


Print You can print an active IVR script. Before the IVR script is printed you can check the print preview. Please note that the Print function always refers to the active IVR script.

Viewing the print preview The print preview shows the printout appearance before you print the IVR script. You can display several pages, change the page size on-screen and check page breaks. Proceed as follows:

1. Select Print Preview from the IVR Script menu. The preview of the selected IVR script is displayed.

2. Click Print to print the IVR script.

Print Proceed as follows to print an IVR script.

1. Select Print from the IVR Script menu or click . You can set the properties of the printer.

2. Click OK to print the IVR script


Importing and exporting

Exporting You can export IVR scripts. The data are saved to a file. You can export an IVR script in IVR or XML format. In XML format you can only export one IVR script. In IVR format you can export several IVR scripts.

Why export data? Exporting IVR scripts enables you to create IVR scripts centrally and store them on a data medium. You can then retrieve and use these IVR scripts in another CIE system. You can select exactly which IVR scripts you want to export.

Exporting in IVR format The IVR format is an internal format of the IVR-Editor. The advantage of this format compared to XML format is that you can export several IVR scripts at once. You can also export unfinished scripts, that is scripts with open input or exit connectors, with IVR format.

Proceed as follows to export one or several IVR scripts.

1. Select Export from the IVR script menu. The Export IVR Script dialog opens.

2. Enter a name for the export file or select a file and folder with .

3. Select the IVR scripts to be exported.

4. Click Export to export the selected IVR scripts. The IVR scripts are saved to the file.

User Manual CIE 1.0 IVR-Editor Importing and exporting • 133

Exporting in XML format Please note the following restrictions.

• You can only export one IVR script at a time in XML format.

• The XML format contains all elements of an IVR script. Comments are not exported.

• The IVR script must be syntactically correct.

Exporting

Proceed as follows to export an active IVR script in XML format.

1. Select Export as XML script from the IVR script menu. The Create IVR Script dialog opens.

2. Enter a name for the export file or select a file and folder with .

3. Click Export to export the active IVR script . The IVR script is saved to the file.

134 • Importing and exporting User Manual CIE 1.0 IVR-Editor

Importing You can import IVR scripts.

Note already used names If you import IVR scripts that have the same name as scripts already stored in the database, the names of the imported (double) scripts are modified with an index (postfix). It is possible that the imported IVR scripts are not working if they refer to scripts whose names were thus modified.

Possible import formats You can only import IVR script data in IVR or XML format.

IVR format

IVR format has the following properties.

• Internal format of the IVR Editor

• Can contain several IVR scripts

XML format

XML format has the following properties:

• Standardized format

• Can only contain one IVR script

Importing Proceed as follows to import IVR scripts.

1. Select Import from the IVR script menu. The Import IVR Script dialog opens.

2. Select the import file with . Only files with formats IVR (file extension ivr) and XML (extension xml) can be imported.

3. You can select IVR scripts once you selected an IVR-file.

4. Click Import to import the IVR scripts. The IVR scripts are read from the file.

User Manual CIE 1.0 IVR-Editor Importing and exporting • 135

Tips and tricks

Help with problems The following problems might occur. A possible solution is presented.

TTS file is not played Problem

A TTS file is not played

Solution

A TTS file must be saved in ANSI format for TTS.

Use the NOTEPAD command Save as to check in which format a TTS file was saved. ANSI must be used as format.

German umlauts Problem

You want to poll a word containing an umlaut with in a Logic element.

Solution

A recognized spoken word contains a question mark in the place of an umlaut. This applies only when the Nuance SpeechPearl engine is used. The Nuance OSR 3.0 engine can handle umlauts correctly.

Examples Kapit?n (Kapitän), H?tte (Hütte)

If a comparison follows a query must include the question mark (?) (var1== Kapit?n).

136 • Tips and tricks User Manual CIE 1.0 IVR-Editor

Endless loop in an IVR script Problem

An unfavorable loop (flow) can result in a so-called endless loop. In some cases this might result in a high load on the server.

Solution

In the Command field, select the VC_AbortScript trace system. The current script is aborted without having to restart Voice Control.

Write-protection for Text to speech element Problem

The Text to speech element works poorly or not at all in an IVR script.

Solution

The text file is write-protected. Change this properties.

Caller’s number cannot be identified Problem

If you are using an I55 PBX, the number of the caller cannot be identified with the Information on connection element in a script with the Announcement property.

Solution

Use a script with the Automatic agent property. See Editing the properties of an IVR script.

Enabled IVR script does not work in Voice Control Problem

An enabled IVR script does not work in the Voice Control.

Solution

Check whether the IVR script is assigned to the relevant Voice Control.

1. Select IVR Script-VU Assignment Overview from the Tools menu.

12. Check the assignment.

Check also whether all IVR scripts used in the IVR script are enabled.

User Manual CIE 1.0 IVR-Editor Tips and tricks • 137

Scroll bar is no longer visible The scroll bar may disappear from the right edge of the screen.

Problem: scroll bar is not visible If you activate the task bar or cockpit bar in the user interface, the scroll bar on the right edge of the screen may disappear.

Solution: display scroll bar again Perform the following steps to display the scroll bar again:

1. Double-click the title bar of the window. The window adjusts to fit the actual frame. The scroll bar appears again.

Or

1. Select Arrange Windows from the Window menu. The window adjusts to fit the actual frame. The scroll bar appears again.


Tips This topic provides information for special functions.

Variables for language You can use a variable for the language in the elements Text to speech, Announcement plus DTMF, Announcement plus DTMF sequence and Announcement plus speech recognition.

You can enter the following numbers in the variable.

Number Explan

The language of the operating system is used.

1 German

2 English

3 French

4 Spanish

5 Dutch

6 Flemish

7 Italian

8 Basque

9 Danish

10 Finnish

11 Swedis

Norwegian

Greek

14 Polish

Portuguese

16 Russian

Czech

18 Slovaki

Slovenian

Turkish

21 Hungar

Hebrew

23 Chinese nese)

Chinese (Mandarin)

Japanes

26 Korean

User-defined 1

41 User-de

User-defined 3

ation

0

h

12

13

15

17

an

19

20

ian

22

(Canto

24

25 e

40

fined 2

42


Number Explan

User-defined 4

User-de

egistry entries for filing Some e ents acc ed in the Windows registry are used for

As experienced use corresponding entries in the Windows istry.

You will find all co entries for Voice Control under

EY_LOCAL_MACHINE\Software\Avaya\CIE\VoiceControl\Configuration

Regist entry for announcement texts

e following registry entry specifies the folder for announcement texts.

ing: PathMsgAn

Example: C:\Progr ustomer Interaction press oiceCont cements

Regist entry fo cements e following registry entry specifies the folder for TTS announcements.

String: PathMsgTT

ample: C:\ Program Files \Avaya\ Customer Interaction Express oiceCon s

gistry entry for voice mails

older for voice mails.

l\work\DefaultRecordings

e started.

Interaction Express

ax machine d to recognize a fax

1.1 kHz) or a "Y" (FAX tone connection can be transferred to

ation

43

44 fined 5

Rlem

these files. ess files. Folders defin

r you can change the reg

nfiguration

HK

ry

Th

Str nouncements

am Files\Avaya\Crol\work\announEx \V

ryTh

r TTSAnnoun

S

Ex\V

Re

trol\work\TtsFile

The following registry entry specifies the f

String: PathDefaultRecordings

Example: C:\ Program Files \Avaya\ Customer Interaction Express \VoiceContro

Registry entry for programs to be started

The following registry entry specifies the folder for programs to b

String: PathExecuteFiles

Example: C:\ Program Files \Avaya\ Customer \VoiceControl\work\executeFiles

DTMF sequence for fElements that recognize DTMF characters can also be useconnection. In this case, an "X" (FAX tone CNG CED 2.1 kHz) is received. In this way, the FAXa FAX machine.


Example 1: IVR script with database connection If you are working with the IVR Editor module for the first time, it might be

ling elements with an example. You will find an nection on the DVD under Voice Control -

to proceed.

IVR script (German

base: feedback.mdb

• IVR script: Feedback.ivr

Function of the example The database provides questions and statements regarding a topic, in this case e.g.: Feedback on a speech dialog system the caller can assess with marks from 1 to 6.

• 1 is the best mark The statement is outright true.

• 6 is the worst mark. The statement is outright false.

The individual questions are evaluated.

• Number of feedbacks per question.

• Average mark.

Prepared database The exemplary database is a Microsoft ACCESS2000 database. The database features the Feedback table.

Feedback table in design view

The following table explains the Feedback table:

useful to learn about handexample of a database conDocumentation. Based on this example, it is explained below how

Where do you find the example? The DVD provides a prepared database and a configuredonly).

Folder: Voice Control\Doku\Beispiel-Skript

• Data

Field name Type of field data

Description

ID Number Specifies the running number and marks the order of questions.

Frage_d Text Shows the question or statement in German. Frage_e Text Shows the question or statement in English. AnzAntw Number Shows the number of answers. SumBewert Number Shows the total number of assessments. MWBewert Number Shows the assessment average.


Feedback table in data sheet view

.

The following table shows the data sheet view of Feedback. ID is noAutoNumber since it can be used to determine the order or questions

ID Frage_d Frage_

e AnzAntw SumBewer

t MWBewert

1 Do you feel that you are 14 33 2

2

co re

13 2

4 The w I

13 3

5 The instructions and 3 8 2

7 1

the menus. 8 How w

be hand1

9 H e 1

0 0 0

the master of the dialog? 2 How do you rate the 10 26

number of steps for operation?

3 I find the selection of words in the menus

5

mp hensible. telephone does only 4

hat want it to do.

notes are helpful. 6 The error messages are 5

informative. 7 I need support for using 4 0

ell can the dialog led?

5 7

ow asy are the 5 7 options to find to deal with a task?

0


How do you use the example?

A) Copying the database

For accessing the database, we recommend to copy it to your local computer.

the feedback dat \...\Avaya\C

r

To be e via ODBC, the corresponding ODBC driver must ins ing oice Co l.

You m N (Data Source Name). With a DSN one can access the databa ding ODBC dr er with a name. The DSN specifies

loc an if neces , access es.

Signal

bar.

ings

trol Panel.

in t Control Pa window. ve Tools dialog opens.

ble-click Data Sources (ODBC). The ODBC Data Sources d og open

t the System DSN tab.

ate New Data Source dialog opens.

9. Select Driver to Microsoft Access(*.mdb).

10. Click Finish. The ODBC Microsoft Access Setup dialog opens.

11. Enter Feedback as data source name.

12. Click Select to choose the database.

13. Select the database ..\Avaya\CC_UI\feedback.mbd.

14. Click OK.

1. Copye.g.

.mdbC_UI.

e

abase from the DVD to a local folder,

B) Configuring the data sou

able to access a databas

c

be talled on the PC runn

ust configure a DSse via the c

V ntro

orresponation of the database

this as follows:

d,

ivsarythe mod

1. Click Start in the task

2. Point to Sett

3. Click Con

.

4. Double-click Administrative Tools he nelThe Administrati

5. DouAdministrator

6. Selec

ial s.

7. Click Add.

8. The Cre


C) Importing the IVR script

You have to import the IVR script. Proceed as follows:

1. Open the Contact Center User Interface application.

2. Select the Administration tab on the left, followed by the IVR Editor.

3. Create a folder.

4. Select Import from the IVR script menu. The Import IVR Script dialog opens.

5. Select the import file Feedback.ivr from DVD with .

6. Click Import. The IVR scripts are read from the file.

ick Feedback of the IVR script in the IVR scripts tab. d active.

D) Editi

Referenc o d in elements with the DB ID.

ImportaIVR script.

The vari Voice Co relement Open datab

element. The Select Data Source

ect Feedback.

.

7. Double-clThe IVR script is opened an

ng the IVR script

es t the database are realize

nt! The data source name (DSN) is defined with a variable in the

able DBName contains the data source name as defined as DSN on thent ol server. Proceed as follows to access the database with the

ase.

1. Double-click the Open database dialog opens.

2. Click the Computer Data Source tab and sel

3. Click OK. The Open Database dialog opens

4. Click Local variable. Change the value of the DBName variable for Feedback.

5. Click OK.

E) That’s it!

If you carried out A, B, C, and D the configuration of the example is complete. You can now work with this example or customize it .


Notes on the IVR script SQL qu

The DB

The SQL que formulated in two modes. In default mode, this element supports erations. The example does not define any further conditions, which

If access to t N) is configured, tables and fields can be selected with this element. The database is accessed for defining this query.

The resu r ariable (here: DBRes variable (here DBN m

ery

variable determines from which database it is read.

ry can be simple comparison op

is all records are read.

he database (DS

lt of the query is available for further operations in the reco d vults). The number of records read is entered in another

u OfResults).xxx


In advanced mode the SQL query is entered directly. This is a very simple query edback. in this example. SELECT * FROM Fe

Further query possibilities are

All records (statements) are read that received less than 5 assessments. SELECT * FROM Feedback WHERE AnzAntw < 5

All records (statements) are read in the order determined by the ID (ascending). SELECT * FROM Feedback ORDER BY ID

Note:

With Microsoft Access you must put strings in quotes if such are queried. ... WHERE Frage=“<:variable:>“

The query element is not exited via the Error-exit connector if no matching records are found. This is not an error since the query could be processed correctly.

Approaching the topic

If the caller is left alone with this application it is hardly well accepted. One of the reasons is the use of TTS. It would be better to use human speakers. TTS is important here especially for prototyping, that is, the formulation of questions. On the other hand the caller must be prepared and lead towards this application, e.g. by an employee providing introductory information. During the assessment the caller must have the possibility to be connected with an employee who can e.g. assist the caller in answering the questions.

The caller is welcomed and introduced to the topic.

In this example, the caller must rate the questions with marks.

• 1 is the best mark The statement is outright true.

• 6 is the worst mark. The statement is outright false.

This rating scheme matches the German school marks and should be customized accordingly in other countries. The language is defined with the sprache variable.

Example


[Text to speech]Intro

with the announcement:

Hello. Thank you for taking the time to rate our system. Please use your telephone keypad to rate the following questions on a scale of 1 to 6 (best to worst).

Language (var.): language

Speed of speech: 6

Read question and input

The rating is executed with the Announcement plus DTMF sequence element.

The question is read with the <:Frage:> variable via TTS.

The input (evaluation of statement) is entered with DTMF.

Input is possible during the announcement. Properties Setting

ation Label EvaluAnnouncement Text Text to speech Text <:Frage:> Language Language Speed of speech 6 (Default)

for variable aktBewert Digits


Number of digits 1

00:15

End digits Invalid digits (opt.): 7890*# Max. input time (mm:ss)


Reading records

The contents of the individual records are read with the elements First record

ase. es are read from the previously selected records DBResults. The field

ome from variables.

ds are read with Next record.

have to be specified since the definitions of the First

e Modify

modified if an AutoNumber i n the table. It can be u with the Modify record element.

Error handling

F -to-follow presentation of the IV veral exit connectors instead of an End element. To handle more r or good-byes, extra I efined and called up. In thi is is the IVR script VerabschiedungUndAuslösen.

Clo in the R script and cannot be done with a .

F and calculating variables the Err it connector were connected to t ss-exit connector since the variables are d xx

Using Tags

If you use CIE system tags, their contents are no longer available after the connections are cleared.

and Next record.

For First record elements the DB ID establishes the reference with the databThe valunames to be read can also c

The following recor

The individual fields do notrecord element apply.

Update evaluation in DB

After the calculation of averages the updated data is entered in threcord element.

Note on Access

A r rd is notecopdated

s entered i

or an easy R script use sefrequent er ors

VR scripts are d s example th

sing the database is necessary with IVnother IVR script

or setting or-exhe next element as well as the Succeefined (after the text).x


Example 2: IVR scripts Record and play voice mail If you are working with the IVR Editor module for the first time, it might be useful to learn about handling elements with an example. You will find an example for recording and playing voice mail on the DVD under Voice Control - Documentation. Based on this example, it is explained below how to proceed.

on the DVD, you will find two prepared IVR

script Sprachnachricht aufzeichnen (record voice mail) ordVM_notify.ivr

RecordVM_notify.ivr. For more

ure that the option retrieve as CC voice mail is selected for

n Saving and enabling.

The following illustration shows the RecordVM_notify script.

Where do you find the example? In the Voice Control folderscripts.

• Folder: Voice Control\Doku\Beispiel-Skript\CIE_VM_Basic

• IVRRec

• IVR script Sprachnachricht wiedergeben (play voice mail): RetrieveVM_notify.ivr

IVR script: Record voice mail Proceed as follows to use the IVR script.

1. Import the IVR scriptinformation, refer to the Import topic.

2. Make sthe Record Voice Mail element.

3. Enable the IVR script RecordVM_notify. For further informatioplease consult the topic

Illustration of the IVR script


Script: Play voice mail Proceed as follows to use the IVR script.

1. Import the IVR script RetrieveVM_notify.ivr. For more information, refer to the Import topic.

2. The IVR script consists of the elements Start, Announcement, Announcement plus DTMF, Define variable, Delete voice mail,

has the following sequence.

•

ted, nied or whether the message is to be

repeated.

Tag CC.VoiceMsgProcessed e deleted.

The vari ed the predefined v

Example

and End.

Sequence

The script

• Setting the local variable _VMDefault (to pre-allocate the TagCC.VoiceMsgProcessed)

Playing the voice mail.

• Query whether the voice message is to be processed and delewhether processing was de

• Depending on the input (DTMF) theis set and the voice message might b

Define variable element (1)

able field reads the local variable _VMDefault which is assignalue CC.processed or CC.notProcessed.

:

Announcement element

The announcement text file field contains the CC.VoiceMsgName tag, which stores the name of the recorded file that is played.

DTMF query

With this query the user can decide whether he wants to hear the message again, delete it or keep it.


Define variable element (2)

tag, which is assigned the new The voice mail is marked as ce with the CC.processed value.

Delete vo

The voice mavariable (e

This example a variable must be described in order to delete a voice

The variable field reads CC.VoiceMsgProcessed value CC.processed or CC.notProcessed. processed in the Contact Center User Interfa

ice mail:

il is deleted depending on the input. Set RetrieveVM_notify .g. to CC.processed) in the IVR script.

shows howmail.

Tags

The following table shows the used Tags. The tags must be defined in the CIE he notation indicated below. system in t

Tag Description

CC.VoiceMsgName You must define String as Tag type.

This tag variable contains the file name of the voice mail.

CC.VoiceMsgProcessed You must define String as Tag type.

Depending on the flow of the IVR script, the value CC.processed or CC.notProcessed is entered in this tag by the Voice Control server .

_VMDefault Has to be created as local variable.

This variable is intended only for voice mail. This is the default variable for the CC.VoiceMsgProcessed tag.


Voice Control server process During startup, existing voice mails are reported to the task server.

The first time a recocreates a CIE_Voic

rding is recorded as voice mail the Voice Control server eMessage in the defaultRecordings folder and saves the

essageDetails is sent to the

e recorded file, the IVR script is called for playing the file from Voice Control. This IVR script (RetrieveVM_notify) plays the recording whose name is written in the Tag CC.VoiceMsgName and sets the Tag CC.VoiceMsgProcessed to the value CC.processed or CC.notProcessed.

The voice mail can also be deleted right away within this IVR script. This makes manual deletion via the configuration unnecessary.

Deleting a voice mail

You can access the Voice Mails menu via Voice Unit Configuration - Edit. You can select and delete a voice mail. However, a voice mail is usually deleted while the script is playing.

recording with file name and time.

After each new recording the message VUNotifyMtask server with the name of the recorded file.

To play th


Grammar for speech recognition Words that can be spoken by a caller and recognized by Voice Control are listedin the Announcement plus speech recognition element. When a word is recognized, it is returned to the element as a string and saved to the Result variable.

f ement. This type of external

tivated when this

You use an editor to create a grammar with the ending .grxml. You can create a binary grammar (.gram) using a grammar compiler (found under C:\Program Files\SpeechWorks\ OpenSpeech Recognizer\bin\sgc.exe). Voice Control can work with both types of grammar.

The grammar you create must be stored in the folder C:\Program Files\Avaya\Customer Interaction Express\Voice Control\work\Grammar\changeGRMFiles.

The Grammar folder and the subfolders changeGRMFiles and activeGRMFiles are only created after Voice Control is started.

Loading the grammar

Voice Control loads the grammar file.

You can find the grammar file in the folder: C:\Program Files\Avaya\Customer Interaction Express\Voice Control\work\Grammar\activeGRMFiles

Activating the grammar

Different grammars can run in parallel.

1. In the Announcement plus speech recognition element, you create a variable as usual with the Local var. and give it any name you wish.

13. Enter the name of the desired grammar file (e.g., saydigits.grmxl) as the value.

14. Add this variable to the list of allowed terms.

15. The grammar will be activated when the Announcement plus speech recognition element is run through. The grammar will be deactivated when the element is exited. However, it remains loaded and is available for other scripts.

However, complicated grammars that recognize the meaning of a spoken flow owords, for example, can be also added to this elgrammar must be stored in a specified path in the file system. Voice Control reads in the grammar from here. The loaded grammar is activated by the Announcement plus speech recognition element and deacelement is exited.

Grammars for the supplied Nuance OSR 3.0 or for Nuance SpeechPearl can be created and used.

Nuance OSR 3.0 These grammars end in .grxml or .gram.

Grammar


Restrictions

ny size limitation. The size of the grammar ry of the server.

ough ry

processor power is reduced if a grammar is activated several times.

s)

nds. For later cycles, the maximum speech time can be

If the name of a grammar file is written incorrectly or the grammar has not yet ar is not activated. Instead, it is assumed that this is

d.

ncement plus speech recognition ited via the Error-exit connector.

uracy using the parseTool.exe tool.

x).

file C:\Program Files\SpeechWorks\OpenSpeech

f grammar file] -

yed.

The grammar file is not subject to afile is limited by the available memo

High processor performance (in the seconds range) is required to activate complex grammars. The required processor performance can be reduced thrthe use of binary grammars. Because the grammar is loaded from the memo(cache), the

Likewise, recognition of a spoken word uses processor power (approximately 1 to 5 seconds).

The first time the Announcement plus speech recognition element is runthrough after Voice Control is restarted, the value of Max. speech time (mm:smust be at least 20 secoless.

Notes

been loaded, then the gramma normal word to be recognize

If the grammar contains errors, the Annouelement is ex

A grammar that is already loaded and has the same name can be overwritten.

When the grammar is no longer used by Voice Control, the grammar file mustbe deleted from the activeGRMFiles folder, and Voice Control must be restarted.

Checking a grammar

A grammar can be checked for syntactic accIn addition, the terms and phrases that can be spoken are displayed.

1. Open a command prompt (DOS bo

16. Change to theRecognizer\bin.

17. Enter parseTool [path of grammar file]\[name ogen_sentences.

18. Press Enter. The syntax is displa


Nuance SpeechPearl The Nuance SpeechPearl grammars end in .grm.

Creating a grammar

You use an editor to create a grammar with the ending .grm.

The grammar you create must be stored in the folder C:\Program Files\Avaya\Customer Interaction Express\Voice Control\work\Philips\changeGRMFiles.

l\work\Philips\activeGRMFiles.

e grammar

t plus speech recognition element, you e

. The grammar will be activated when the Announcement plus element is run through. The grammar will be

hen the element is exited. However, it remains loaded

The gram . The size of the grammar file is lim

Notes If the na been loaded, r is not activated. Instead, it is assumed that this is a normal

If the grammar contains errors, the Announcement plus speech recognition element is exited via the Error-exit connector.

A grammar that is already loaded and has the same name can be overwritten.

When the grammar is no longer used by Voice Control, the grammar file must be deleted from the activeGRMFiles folder, and Voice Control must be restarted.

Loading the grammar Voice Control loads the grammar file. You can find the grammar file in the folder C:\Program Files\Avaya\Customer Interaction Express\Voice Contro

Activating th

Different grammars can run in parallel.

1. In the Announcemencreate a variable as usual with the Local var. and give it any namyou wish.

19. Enter the name of the desired grammar file (e.g., saydigits.grm) as the value.

20. Add this variable to the Allowed terms list.

21speech recognition deactivated wand is available for other scripts.

Restrictions mar file is not subject to any size limitationited by the available memory of the server.

me of a grammar file is written incorrectly or the grammar has not yet then the gramma

word to be recognized.


Glossary

CIE CIE stands for Customer Interaction Express.

Drag & Drop

This procedure is used to move elements within the IVR Editor. You select an element and move it while keeping the left mouse button pressed. You can thus e.g. move an IVR script to a certain folder.

DTMF DTMF stands for Dual Tone Multi Frequency. With DTMF, digits are transmitted as sounds of different frequencies.

IVR IVR stands for Interactive Voice Response.

UMS UMS stands for Unified Messaging System.

UNC UNC stands for Universal Naming Convention. UNC is a convention for naming files and other resources using two backslashes (\) to indicate that the resource is located on a network computer. The syntax for UNC names is \\SERVERNAME\ENABLENAME, whereby SERVERNAME stands for the name of the server and ENABLENAME stands for the name of the enabled resource. The UNC name of a directory of file can also contain the directory path after the enable name. In this case, the following syntax applies: \\SERVERNAME\ENABLENAME\DIRECTORYNAME\FILENAME.

Voice Control Voice Control is an interactive language application.

User Manual CIE 1.0 IVR-Editor Glossary • 157

XMLXML stands for Extensible Markup Language. XML is a standard for data description.

158 • Glossary User Manual CIE 1.0 IVR-Editor

Index

A About 1 Access record 12, 13 Active IVR script 8, 9, 10, 120, 128, 130, 132, 134 Alias 64 Allowed digits 41 AND 21 Announcement 12, 38 Announcement plus DTMF 12, 41, 100 Announcement plus DTMF sequence 12, 44 Announcement plus speech recognition 12 Announcement speech recognition 48 Anouncement plus DTMF sequence 44 Application areas 5 Arithmetic AND 21 Arithmetic OR 21 Arrange All 10 Arranging 123

B Background knowledge 87 Basic elements 12 Bedingung 21 Branch 12, 32

C Call 12, 13, 69 Call diversion information 12, 13 Call routing 12, 13, 83, 84 Call routing information 85 CallTag 24 Cascade 10 Check time periods 12 Check Time Periods 29 Close database 12, 13, 93 Comment 12 Comparison of words 21, 22 Condition 18, 21, 24, 28, 127 Connect 18, 126 Connecting 126 Connection 18 Consultation 6, 73

Corner points 18, 126 Create 118, 119 Creating 127, 128

D Database 142 Database access 6 Database connection 142 Database elements 12, 13, 87 Datatype 24 Date / time functions 21, 23 Define variable 12, 30 Delete 9, 121, 125, 129 Delete all elements 125 Delete connection 14, 126 Delete Connection 126 Delete record 12, 13, 104 Delete records 12, 13, 97 Delete voice mail 12, 66, 68 Deleting 121, 124, 126, 129 Disconnect 12, 13, 79 Divide 21 DTMF 141 DTMF end digits 59, 61

E Edit 8, 9, 10, 124, 125, 128, 129 Edition 2 Element 25 Elements 6, 9, 124, 126, 134 Email address 64 Enable 8, 120, 130 Enabling 10, 130 End 27, 44, 46 Equal 21 Error-exit connector 19, 41 ErrorInfo 20 Export 133, 134

F FAX 141 First record 12, 13, 100 Folder 4, 8, 10, 11, 17, 118, 119, 120, 121, 133, 134,

157 Font styles 2

G Global variables 106 Grammar 154 Greater than 21 Greater than or equal to 21

H Help 2, 8, 10, 16 Help contents 16

User Manual CIE 1.0 IVR-Editor Index • 159

Highlight Connection 14, 126

I Icon 124 Import 133, 135 Information 1, 3 Information on connection 12, 13, 81 Input connector 14, 18, 34, 41, 126 Insert record 12, 13, 94 Integer functions 21, 22 Invalid digits 44, 46 IVR script 6, 8, 9, 10, 17, 119, 120, 130, 132 IVR scripts 11

L Language 139 LastError 20 Less than 21 Less than or equal to 21 Line allocation 110 Linking words 21, 22 Logic 12, 18, 19, 28, 126

M Mail server 110 Max. Input time 41, 43 Maximum recording time 55, 57 Menus 8 Minus 21 Modify record 12, 13, 95, 105 Modify records 12, 13 Modulo 21 Move element 124 Move IVR script 120 Moving 126 Multiply 21

N Name of variable 30 Next record 12, 13, 102, 103 Not equal to 21 Nuance OSR 154 Nuance SpeechPearl 156

O Open database 12, 13, 92 Opening 8 Operators 24 OR 21 Organization 2

P Paper copy 4 Parenthesis 21 PCM 7

plus 21 Precision 24 Prerequisites 4, 7 Print 8, 120, 132 Print preview 8, 132 Printing 4, 10, 132

manual 4 Program end 35, 37

R Record voice mail 55, 59, 61 Record voice mail plus DTMF 12, 59, 61 Refresh 11, 121 Release 12, 13, 80 Return value 35, 37

S S2M 109 Save 8, 120, 130 Saving 10, 130 Script name 9 Send DTMF tones 12, 13, 72 Send voice mail as email 12, 63 Skills 3 Speech elements 12 Speech recognition 48, 154 SQL query 12, 13, 98 Start 12, 27, 34, 124, 126 Start program 12, 35 Start script 12 Status bar 10 Stop 12 String 21, 22

T Telephony elements 12, 13, 69 Text 41, 52 Text to speech 12, 52 Time off 116 Toggle 12, 13, 78 Tool bar 8, 10 Tools 8, 9 Tooltip 16, 125 Tooltips 10 Transfer 12, 13, 77 Troubleshooting 131 TTrace 131 TTS 136, 140

U Update 9

V Value of variable 30 Variable 24, 44, 46

160 • Index User Manual CIE 1.0 IVR-Editor

Variable name 55, 58, 65 Variable value 55, 58, 65 Variables 106 View 8, 9, 10, 121, 122 Voice Control 5 Voice mail 55, 58 Voice mails 110 Voice unit 109

W Wait 12, 33 Wait time 33 WAV 7 Window 8, 9, 10, 11, 14, 120, 121, 122, 123 Window menu 9 Windows 9, 10, 122 Windows registry 140 Write-protection 137

X XML 8, 9, 120, 130, 133, 134, 135, 158

User Manual CIE 1.0 IVR-Editor Index • 161

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