Ipocc Ivreditor En

IP Office Contact Center IVR-Editor

Edition: 1.0 01/31/2014

COMPAS ID: 163723

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COMPAS ID for this document is 163723.

IP Office Contact Center IVR-Editor Contents 3

Contents Introduction 8

Getting to know Voice Control .................................................................................................. 8 Features ....................................................................................................................... 8 Application examples .................................................................................................. 9

Architecture ............................................................................................................................. 11 Connecting Voice Control to an IP Office ................................................................ 11 Storing data................................................................................................................ 13

What can you do with the IVR Editor module? ....................................................................... 14 IVR script .................................................................................................................. 14 Important IVR script properties ................................................................................. 14 An overview of menus and commands ...................................................................... 15 An overview of the elements ..................................................................................... 15

Elements with a brief description ............................................................................................ 17 Basic elements ........................................................................................................... 17 Speech elements ........................................................................................................ 17 Telephony elements ................................................................................................... 18 Database elements ..................................................................................................... 19

Creating an IVR Script 20 Starting..................................................................................................................................... 20

Prerequisites for using the IVR Editor module in the IP Office Contact Center system ........................................................................................................................ 20 Opening the IVR Editor module ................................................................................ 20

Working with IVR scripts ........................................................................................................ 21 Creating a folder ........................................................................................................ 21 Create an IVR script .................................................................................................. 22 Opening an IVR script ............................................................................................... 22 Which is the active IVR script? ................................................................................. 23 Moving an IVR script ................................................................................................ 23 Changing the name .................................................................................................... 23 Deleting a folder ....................................................................................................... 24 Delete an IVR script .................................................................................................. 24 Refresh ...................................................................................................................... 24

Changing size and position of the windows............................................................................. 25 Changing the size of a dialog .................................................................................... 25 Hiding or displaying the IVR scripts window ........................................................... 25 Close all windows ..................................................................................................... 25 Arrange windows ...................................................................................................... 26 Example for cascading windows ............................................................................... 26 Example for tiled windows ........................................................................................ 26

Working with elements ............................................................................................................ 27 Inserting an element .................................................................................................. 27 Editing an element ..................................................................................................... 27 Moving elements ....................................................................................................... 27 Deleing one or more elements ................................................................................... 27 Delete all elements .................................................................................................... 28 Displaying information on an element (tooltip) ........................................................ 28

Customizing connections ......................................................................................................... 29 Connecting elements ................................................................................................. 29

4 Contents IP Office Contact Center IVR-Editor

Moving a corner point ............................................................................................... 29 Highlighting connections ........................................................................................... 29 Removing a connection ............................................................................................. 29

Creating an element ................................................................................................................. 30 Creating a logic ......................................................................................................... 30 Creating an announcement element ........................................................................... 30

Creating and editing local variables ......................................................................................... 31 Inserting a local variable ........................................................................................... 31 Editing a local variable .............................................................................................. 31 Deleting a local variable ............................................................................................ 32

Saving and enabling ................................................................................................................. 33 Save ........................................................................................................................... 33 Enabling .................................................................................................................... 33 Script debugging ........................................................................................................ 34

Printing .................................................................................................................................... 35 Print preview ............................................................................................................. 35 Printing ...................................................................................................................... 35

Properties in detail 36 Structure of the IVR Editor module ......................................................................................... 36

Icon ............................................................................................................................ 36 Menus ........................................................................................................................ 36 Commands of the IVR script menu ........................................................................... 36 Commands of the Edit Menu ..................................................................................... 37 Commands of the View menu ................................................................................... 37 Commands of the Tools menu ................................................................................... 37 Commands of the Window menu .............................................................................. 37 Commands of the Help menu .................................................................................... 38 Toolbar ...................................................................................................................... 38 Status bar ................................................................................................................... 39 Tab: IVR scripts ........................................................................................................ 39 Tab: Elements ............................................................................................................ 41 Working window: IVR script .................................................................................... 43 Columns .................................................................................................................... 43

Terms ....................................................................................................................................... 45 IVR script .................................................................................................................. 45 Folder ........................................................................................................................ 45 Variable and tags ....................................................................................................... 45

Input connector, exit connector, and connection ..................................................................... 47 What is an input or exit connector? ........................................................................... 47 What is a connection? ................................................................................................ 47 What are corner points? ............................................................................................. 47

Error-exit connector ................................................................................................................. 48 Setting an error for Logic, Branch and Define variable............................................. 48 Which information do LastError and ErrorInfo contain? .......................................... 49

Condition ................................................................................................................................. 50 Method of operation .................................................................................................. 50 Operators with a condition ........................................................................................ 50 Tags in a condition .................................................................................................... 53 Local variables in a condition .................................................................................... 53 Example of a condition .............................................................................................. 53

Elements .................................................................................................................................. 54 Structure of elements ................................................................................................. 54 General properties of all elements ............................................................................. 54 Element: Comment .................................................................................................... 55

Basic elements ......................................................................................................................... 56 Start ........................................................................................................................... 56 End ............................................................................................................................ 56 Trace .......................................................................................................................... 57

IP Office Contact Center IVR-Editor Contents 5

Logic .......................................................................................................................... 57 Check times ............................................................................................................... 60 Define variable .......................................................................................................... 61 Branch ....................................................................................................................... 63 Wait ........................................................................................................................... 64 Start script.................................................................................................................. 65 Start program ............................................................................................................. 66

Speech elements....................................................................................................................... 69 Announcement ........................................................................................................... 69 Announcement plus DTMF ....................................................................................... 71 Announcement plus DTMF sequence ....................................................................... 74 Announcement plus voice recognition ...................................................................... 76 Text to speech ............................................................................................................ 79 Record voicemail ....................................................................................................... 81 Record voicemail plus DTMF ................................................................................... 84 Send voicemail as email ............................................................................................ 87 Delete voicemail ........................................................................................................ 90

Telephony elements ................................................................................................................. 91 Call ............................................................................................................................ 91 Send DTMF tones ..................................................................................................... 95 Refer back.................................................................................................................. 96 Transfer ................................................................................................................... 100 Toggling .................................................................................................................. 101 Disconnect ............................................................................................................... 102 Release .................................................................................................................... 103 Information on connection ...................................................................................... 104

Database elements ................................................................................................................. 106 Previous knowledge of database elements .............................................................. 106 Note on modifying or deleting records .................................................................... 108 Open database .......................................................................................................... 109 Close database ......................................................................................................... 110 Insert record ............................................................................................................. 111 Modify records ........................................................................................................ 112 Delete records .......................................................................................................... 113 SQL query ............................................................................................................... 114 First record .............................................................................................................. 116 Next record .............................................................................................................. 118 Delete record ........................................................................................................... 120 Modify record .......................................................................................................... 121

Variables ................................................................................................................................ 122 Global variables ....................................................................................................... 122 List of predefined variables ..................................................................................... 122

Getting help ........................................................................................................................... 125 Using the Help ......................................................................................................... 125 Using tooltips .......................................................................................................... 125 Where can you find additional information? ........................................................... 126 Which edition are you reading? ............................................................................... 126

Working with folders and variables ....................................................................................... 127 Possibilities: Select program ................................................................................... 127 Possibilities: Select announcement text ................................................................... 129 Possibilities: Select text from file ............................................................................ 131 Possibilities: Select file ............................................................................................ 133

Tools 135 Configuring voice units ......................................................................................................... 135

What is a voice unit? ............................................................................................... 135 List of voice units .................................................................................................... 135 Properties of a voice unit ......................................................................................... 136 Editing the properties of an IVR script .................................................................... 138

6 Contents IP Office Contact Center IVR-Editor

Editing voicemails ................................................................................................... 140 Editing the line allocation ........................................................................................ 140 Supported WAV format .......................................................................................... 140

Viewing the IVR script-VU assignment ................................................................................ 141 Opening the view ..................................................................................................... 141 What does the IVR script-VU assignment show? ................................................... 141

Defining time off periods ....................................................................................................... 142 Time off list ............................................................................................................. 142 Properties of a time off period ................................................................................. 142

Export .................................................................................................................................... 144 Why export data? ..................................................................................................... 144 Exporting in IVR format ......................................................................................... 144 Exporting in XML format ....................................................................................... 145

Import .................................................................................................................................... 146 Note already used names ......................................................................................... 146 Possible import formats ........................................................................................... 146 Import ...................................................................................................................... 146

Tips and tricks 147 Help with problems ................................................................................................................ 147

TTS file is not played .............................................................................................. 147 German umlauts ...................................................................................................... 147 Endless loop in an IVR script .................................................................................. 148 Write-protection for Text to speech element ........................................................... 148 Callers number cannot be identified ....................................................................... 148 Enabled IVR script does not work in Voice Control ............................................... 148 Scrollbar is no longer visible ................................................................................... 149 UNC path not working ............................................................................................ 149

Tips ........................................................................................................................................ 150 Variables for speech ................................................................................................ 150 Registry entries for filing ......................................................................................... 151 DTMF sequence for fax machine ............................................................................ 151 Text spell with TTS ................................................................................................. 152

Glossary 153

Index 155

IP Office Contact Center IVR-Editor Introduction 7

8 Introduction IP Office Contact Center IVR-Editor

Introduction

Getting to know Voice Control Voice Control in the IP Office Contact Center system is used as a speech dialog system for automatic hold and information announcements, automatic querying of the caller's entries, entry-controlled transfer and for voicemails.

IVR stands for Interactive Voice Response.

Features Voice Control with its components offers the following features in the IP Office Contact Center system.

DTMF recognition for evaluating subscriber entries.

ASR (Automatic Speech Recognition) for recognizing spoken words such as "yes" or "no," for example. ASR can be used easily and without knowing grammar. An external grammar can be employed for further requirements.

TTS (Text to Speech) for having written text read out loud, for example.

An announcement can be a WAV file, or you can use TTS. You can write texts for TTS directly into an element or use text files or contents of variables or CallTags.

Database elements allow read and write access to an external ODBC database. You can send any desired SQL queries through SQL elements. You can used complex SQL queries, stored procedures and built-in procedures. The possible functions are determined by the database. For example, you can read out customer data from a database and display them to the agent through CallTags on FirstScreen.

An external application can be started through an element for the use of external applications. You can assign and evaluate parameters. A program can be started so that the IVR script waits for the end of the program and is then implemented in the IVR script or that the program is started as a stand-alone process.

You can exchange information between the TaskFlow script and the IVR script using CallTags and then react accordingly in the scripts. In many elements you can work with CallTags and variables.

Use the interplay of the IVR script and TaskFlow to record and distribute voicemails. You can also send a voicemail to an agent to listen to or forward it via email.


Graphical interface for easily and conveniently creating scripts. You can easily add elements to an IVR script using drag & drop. The appearance and working method is similar as in the TaskFlow Editor module.

You can insert a logic element in the sequence of the IVR script in order to program a specific sequence depending on the query. You can also query times.

Querying elements such as call, refer-back, transfer and connection information permit the use of telephony functions.

DTMF tones can be sent. This function can be used for automatic remote queries and authentications, for example.

Import and export of IVR scripts.

Application examples The following examples are an excerpt from the many possible applications.

Example: Information announcement Requirement A caller would like information about the winning numbers and jackpot of various lottery drawings.

Solution The caller gets an announcement and a query (DTMF) regarding which drawing they want information about. The drawing data are in a database. The corresponding information are read out from the database and provided to the caller (TTS).

Example: Qualifying a call Requirement The customer number is queried.

Solution The caller gets an announcement and is prompted to enter their customer number. The customer number can be transferred to an external application, for example.

Example: Queue announcement Requirement No agent is available.

Solution The caller is informed about the expected hold time and can choose to call back or leave a message.


Example: Voicemail Requirement If no agent is available, the caller can leave a voicemail.

Solution The following TaskFlow set (routing sequence) shows an example of how you can respond to a call. IP Office Contact Center first tries to route a call to the agent who has a current connection to the customer (via email). Alternatively, the IP Office Contact Center tries to route the call to the agent with which the customer last had contact, and then to the preferred agent who should provide service to the customer. If all of these agents are not available or are busy, then the caller is connected to a voice dialog, depending on the time of day, where the caller can leave a voicemail.

Example: Call number scheme change Requirement The call number scheme was changed from a three-digit call number scheme to a four-digit call number scheme. The caller is informed about this new number and connected to the desired subscriber.

Solution The PBX forwards calls with a three-digit call number scheme to the IVR. The old and new call numbers are saved in a database. If the call number is unknown, the call is sent to the switchboard. For a known three-digit number, the caller is informed about the new call number (TTS) and connected to the subscriber.


Architecture The components that are part of a Voice Control depend on the employed PBX.

Connecting Voice Control to an IP Office Illustration overview The following illustration shows a schematic overview of how a Voice Control in the IP Office Contact Center system is connected to an IPO PBX.

PBX IPO

CIE server IP Office Contact Center

SIP

IP AES

Voice Contol

Queue Topic

IP SIP SIP


Illustration details The following illustration shows a schematic overview of the details of connecting a Voice Control to the IP Office Contact Center.

Method of operation The CTI of the PBX is connected to the IP Office Contact Center using a TSAPI interface. The CTI interface is not used by the IVR.

CORBA connects the Voice Control server (ivr.exe) to the CHAP (Common Hardware Abstraction Platform) process, which abstracts the configured routes to the PBX. The CHAP is connected to the PBX using VoIP. A CORBA connection between the IP Office Contact Center server and the Voice Control server to the task server process is used to control the Voice Control processes. Parallel to this connection, the Voice Control server can access the IP Office Contact Center system database using CORBA.

The Voice Control server (ivr.exe) controls the announcement channels. Configuration and IVR scripts are saved in the IP Office Contact Center database.

You can connect several Voice Controls with one PBX. However, each PBX must be connected to a Voice Control through a CHAP.

Voice Control server ivr.exe

CHAP

PBX

IPOCC server

SIP

PBX task server

CHAP adapter

IP

IP

SIP protocol

IP

Task server extension

AES

TSAPI

PBX driver

IP


Storing data Illustration The following illustration shows a schematic overview of how data for a Voice Control are stored. The illustration shows two Voice Controls and two storage areas for WAV files as an example.

Method of operation All IVR scripts are created with the IVR Editor module and saved to the database in XML format. During the initialization of the ivr process the IVR scripts are loaded from the database and the respective objects (script classes) are created. In addition, the IP Office Contact Center system is informed about all loaded IVR scripts via the CORBA interface.

If the IP Office Contact Center system wants to start an IVR script, it triggers the Voice Control server (ivr.exe) using the CORBA interface of the task server. The Voice Control server can then start and process the IVR script. The IVR informs the IP Office Contact Center system about errors and status changes, such as whether the IVR script was processed successfully.

WAV files and voicemails are not saved in the database. The WAV files must be saved locally on a network drive that can be reached from the Voice Control. voicemails are also saved in a defined storage area. For network drives, quick access is required so that the voicemails are not interrupted.

Customer databases are accessed through ODBC. ODBC access must be configured on every Voice Control computer.

User interface

lna_srv

Voice Control

IVR Editor

db_srv

CC database

Voice Control

Disk drive

LAN

IVR Script (XML)

IVR Script

IVR Script

Disk drive

wav file

wav file

voicemails announcements


What can you do with the IVR Editor module? Das IVR Editor module is and editor used to create IVR scripts for the Voice Control in the IP Office Contact Center system. In the IP Office Contact Center user interface you can find the IVR Editor module under the Administration menu item.

To configure the Voice Control environment, use the Configuration module in the IP Office Contact Center user interface.

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 (voicemail, database entries, etc.)?

Important IVR script properties You can use an IVR script as an announcement, a greeting or an automatic agent. Always consider the different behavior of the corresponding IVR script.

Announcement Control of the call remains with the task flow. The call can be withdrawn from Voice Control at any time. In an announcement IVR script you can only start announcement or greeting IVR scripts.

Greeting Control of the call remains with the task flow, and the IVR script is selected as a greeting for the task flow. In a greeting IVR script you can only start announcement or greeting IVR scripts. Contrary to the announcement, the time that a caller spends with an IVR script greeting is not counted as wait time in the statistics but is calculated separately.

Automatic agent Control of a call is transferred to the Voice Control by the IP Office Contact Center. In an automatic agent IVR script you can only start automatic agent IVR scripts.


An overview of menus and commands The following table provides an overview of the menus and command of the IVR Editor module.

IVR script Edit View Tools Window Help New -> IVR script Local Variables IVR scripts VU configuration Cascade

windows Contents

New -> Folder Select all Refresh IVR Script VU assignment overview

Arrange windows

Save Delete Time off Close all Rename Script name Properties Delete DEL Enable Print Print preview Import Export Export as an XML script

An overview of the elements You have the following elements available to you: With these elements it is possible to create sequences, even of complex applications such as voice box applications, etc.

Basic elements

Start

End

Trace

Logic

Check times

Define variable

Branch

Wait

Start script

Start program

Speech elements

Announcement

Announcement plus DTMF

Announcement plus DTMF sequence

Announcement plus voice recognition

Text to speech

Record voicemail


Record voicemail plus DTMF

Send voicemail as email

Delete voicemail

Telephony elements

Call

Send DTMF tones

Refer back

Transfer

Toggle

Disconnect

Release

Information on connection

Database elements

Open database

Close database

Insert record

Modify data records

Delete records

SQL query

First record

Next record

Delete record

Modify record


Elements with a brief description The brief descriptions explain the use of an element. See the detailed descriptions of the elements for more information.

Basic elements Start The Start element specifies the beginning of the IVR script.

End The End element specifies the end of the IVR script.

Trace The Trace element generates texts in TTrace.

Logic Logic elements can have several input connectors and they have a Y-, and a N-exit connector. Distribution to the exit connector depends on the condition defined for the logic unit.

Check times The Check Time Periods element checks a configured period of time.

Define variable The Define variable element is used to set a variable or a CallTag.

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

Wait In the Wait element you can define a wait time during which the IVR script pauses.

Start script The Start script element is used to stop the current IVR script and start a new IVR script.

Start program An executable program can be started with the Start program element.

Speech elements Announcement The Announcement element defines an announcement.

Announcement plus DTMF The Announcement plus DTMF element defines an announcement. An entered DTMF digit is recognized, and the element is exited via the assigned exit connector.

Announcement plus DTMF sequence The Announcement plus DTMF sequence element defines an announcement where several DTMF tones can be entered.


Announcement plus voice recognition The Announcement plus speech recognition element recognizes spoken words (ASR) and stores them in a variable. ASR stands for Automatic Speech Recognition.

Text to speech The Text to speech element converts text to speech (TTS). TTS stands for Text to Speech.

Record voicemail The Record voicemail element saves speech to a WAV file.

Record voicemail plus DTMF The Record voicemail plus DTMF element saves speech to a WAV file. The voice recording ends when the recording time is over, the caller hangs up, or a DTMF digit is entered.

Send voicemail as email The Send voicemail as email element sends a WAV file in the attachment of an email to a specified mailbox.

Delete voicemail The Delete voicemail element deletes the specified WAV file.

Telephony elements Call The Call element dials a number.

Send DTMF tones The Send DTMF tones sends tones as DTMF tones (MFV).

Refer back The Refer back element starts a refer back from an existing connection (puts the active connection on hold).

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

Toggle The Toggle element puts the active connection on hold and activates the connection previously on hold.

Disconnect The Disconnect element disconnects the active connection and activates the connection previously on hold.

Release The Release element clears all established connections.

Information on connection The Information on connection element determines calling number information regarding the active connection.


Database elements Open database The Open database element opens a database.

Close database The Close database element closes a database.

Insert record The Insert record element adds a record to a table.

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

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

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

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

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

Delete record The Delete record element deletes a record from a DB table.

Modify record The Modify record element modifies a record in a DB table.

20 Creating an IVR Script IP Office Contact Center IVR-Editor

Creating an IVR Script

Starting To start an IVR script, you must comply with the prerequisites and open the IVR Editor module.

Prerequisites for using the IVR Editor module in the IP Office Contact Center system The following requirements must be met so that you can use all the functions of the IVR Editor module.

TheIP Office Contact Center server must already be configured by your system administrator.

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

As user (agent) of the IP Office Contact Center system, you must have the IVR- Editor privilege. Privileges are configured in the Configuraion module for agents.

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

1. Click Administration on the task bar.

2. Click the I IVR Editor icon. The IVR Editor module will open.

or

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

IP Office Contact Center IVR-Editor Creating an IVR Script 21

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 IP Office Contact Center 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. his name must be unique within theIP Office Contact Centersystem. Proceed as follows to create a folder.

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

2. SelectCreate folder.

3. Enter a name for the folder.

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

or

1. Select New Folder in the IVR script menu.



or

1. Click . The Create folder dialog appears.




Create an IVR script Name

An IVR script is specified by its name. This name must be unique within theIP Office Contact Center-system. You can use 30 alphanumeric characters maximum for the name.

It should be no announcement script with the same name.

Create

Proceed as follows to create an IVR script.

1. Right-click theIVR 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 OKto save your settings. An empty IVR script is displayed to the right.

or

1. Select New IVR script in the IVR script menu. The New IVR Script dialog opens.



or

1. Click . The Create IVR script dialog appears.



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.


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

Note

Note that the functions Save, Enable, Print, Export as XML script always refer to the active IVR-script.

Note 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 IP Office Contact Center- system.

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. To delete the folder, click Yes.

Delete 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 IP Office Contact Center 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 the 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 corner of the window to its new size.

4. Release the left mouse button.

Hiding or displaying the IVR scripts window Proceed as follows to hide or show the IVR scripts window:

1. Select IVR scripts in 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.

Close all windows Proceed as follows to close all open windows:

1. Select Close all from the Window menu. All open windows are closed.


Arrange windows Proceed as follows to arrange the windows.

Cascading

1. SelectCascade windows in theWindowmenu. The windows are arranged in overlapping form.

or

1. Click . The windows are arranged in overlapping form.

Tiled

1. Select Arrange windows from the Windows 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 into an IVR script with drag & drop.

Inserting an element Proceed as follows to insert an element in an IVR script.

1. In the Element tab, click an element, e.g. Start.

2. Keep the left mouse button pressed and drag the icon of the element into the IVR script. Select a position, for example, the upper left corner.

3. Release the left 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 elements 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 have 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 DELETE key. You are prompted.

3. To delete the element, click Yes.


Delete all elements Proceed as follows to delete all elements of an IVR script.

1. Select Select all in the Edit menu or press the CTRL key and A. All elements are now selected.

2. Select Delete in the Edit menu or press the DELETE key. You are prompted.

3. To delete the element, click Yes.

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 a 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 a corner point 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.

Removing a connection 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 help explain how you create elements.

Creating a logic 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 into 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 Tags 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 variable.

7. You can select interruptible or not interruptible for the element.

8. Entering a comment is optional.

9. Click OKto confirm your entry.

Creating an announcement element Announcement elements play announcements. Proceed as follows to create an Announcement element.

1. Drag & Drop the Announcement element into 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. Entering a comment is optional.

6. Click OKto confirm your entry.


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.

Local variables are system variables, user variables and start parameter variables.

The local variables are represented as follows.

Locale variable Presentation Description

System variable

System variables cannot be changed or deleted.

User Variable

The user variables are provided by an user.

Start Parameter Variable Start parameter variables can not be changed or deleted.

See also: Editing the properties of an IVR script

Inserting a local variable Proceed as follows to insert a local variable.

1. SelectLocal variables in the Edit menu or click . The Local Variables dialog opens.

2. 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.

4. Click OKto save your settings.

Editing a local variable 1. SelectLocal variables in the Edit menu or click . The Local

Variables dialog opens.

2. Select the local variable to be changed.

3. Click Change. The Edit Local Variable dialog opens.

4. Change the name and value.

5. Click OKto save your settings.


Deleting a local variable Note You can neither change nor delete the system variables LastError and ErrorInfo.

Delete 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. SelectLocal variables in 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 Save and Enable. Keep in mind that the Save and Enable functions 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.

Enabling 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 no other types of IVR scripts are started in the Start script. In an automatic agent IVR script you may only start an automatic agent IVR script. In an announcement or greeting IVR script you many only start an announcement or greeting IVR script.

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 follow processes while searching for errors.

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

VC_VUS

VC_IVR

Connection/disconnection VC_BASIC

VC_IVR

Script flow VC_VUS

VC_IVR


Printing 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.

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 Preview from the IVR script menu. The preview of the selected IVR script is displayed.

2. Click Print to print the IVR script.

Printing Proceed as follows to print an IVR script.

1. Select Print from the IVR Editor menu or click . You can set the properties of the printer.

2. Click OK to print the IVR script.

36 Properties in detail IP Office Contact Center IVR-Editor

Properties in detail

Structure of the IVR Editor module The IVR Editor module is a part of the IP Office Contact Center system. The IVR-Editor module features menus, commands, and a tool bar.

Icon The following icon is used for the IVR Editor:

Menus he 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 IP Office Contact

Center-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. Enabling Saves the active IVR script in XML -format in the

database and activates this IVR script for the server. Print CRTL+P Prints the active IVR script. Print preview Shows the print preview. Import You can import one or several IVR scripts

IP Office Contact Center IVR-Editor Properties in detail 37

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

Commands of the Edit Menu The following table shows the 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 shows the commands and functions of the View menu. Command Function IVR scripts Switches the view of the IVR script on or off. Updating the application 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. IVR Script VU assignment overview

Shows the assignment of IVR scripts to voice units.

Time off You can define time off periods.

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

form. Arrange windows Arranges all open IVR script windowsin 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 shows the commands and functions of the Helps menu. Command Function Contents Displays the contents of the Online help. You can

perform key-word searches.

Toolbar In addition to the keyboard shortcuts for some commands, the IVR- Editor features a toolbar 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 Enabling

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 windows

Arranges all open IVR script windowsin cascading form. Window Cascade windows


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 IP Office Contact Center 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 right-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. Refreshing the application F5 Refreshes 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

Trace

Logic

Check times

Define variable

Branch

Wait

Start script

Start program

IVR scripts Elements

Speech elements

Announcement




Text to speech

Record voicemail

Record voicemail plus DTMF

Send voicemail as email

Delete voicemail


Telephony elements Call

Send DTMF tones

Refer back

Transfer

Toggle

Disconnect



Release

Information on connection


Database elements Open database

Close database

Insert record

Modify data 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 the help of 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.

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

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

4. 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. Click the Columns button in the table view. The Column Configuration dialog opens.

2. Deselect Use defaults.

3. You can customize the visible columns with the buttons > (remove), Up and Down.

4. 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.

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


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.

An IVR script can only be edited by one user at a time in the IP Office Contact Center 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.

Variable and tags The IVR Editor offers variable for internal use in an IVR script. You use local variables for the conditions of Logic elements or for announcement texts (WAV file), for example. A tag, on the other hand, is information that is appended (call or email) to a task and the value can be used in other IP Office Contact Center components.

Recommendations If you use tags in an IVR script, then this affects the rleationship time in the IP Office Contact Center system. Data exchange between the voice unit and IP Office Contact Center system can take up to 200 for a tag. We therefore recommend dealing with tags and variables as follows.

Use variables in IVR scripts

Only use tags if the information is needed in TaskFlow Editor, in FirstScreen or for evaluations.

If you use a tag, then write the value at the beginning of the IVR script in a variable and continue to work with the variable as much as possible.

Elements with tags You can use tags in the following elements. You can use variable in the other elements.

Logic

Define variable

Branch

Start program




Text to speech

Insert record


Modify data records

Delete records

Modify record

Note The IP Office Contact Center system also offers system-wide or object-specific variable. In the IVR Editor you can only access a variable when you have assigned it to a tag in TaskFlow.

Additional Information Variables


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


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 Logik element the system variables LastError und 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 IP Office Contact Center system).

Element: Branch

For a Branch element the system variables LastError und 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: Errors 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.

Also, each element except for the Logic, Branch and Define variable elements sets the LastError and ErrorInfo variables to 0 at the begining and assigns them a corresponding error value before exiting through the error-exit connector.

With the Define variable, Logic and Branch 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.

The Call, Consultation, Transfer and Toggle elements

The telephony elements Call, Consultation, Transfer and Toggle have sever

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