Nortel CallPilot Administrator's Manual page 210

210 Chapter 11 CallPilot voice forms: planning a voice form
Prompt (field) Type of prompt:
name - Voice answer
- DTMF answer
- No answer
Guidelines for composing voice form prompts
About voice form fields and caller answer types
Voice form prompts, also called voice form fields, include greetings (opening
and end), instructions, and questions.
Callers hear these prompts when they access a voice form. There are three
types of answer fields, which are defined by the type of answer required
from the caller:
•
•
•
After you plan your voice form, you configure these fields using CallPilot
Manager. You can use a mixture of these three answer field types in your
voice form. Every voice form automatically includes two No Answer fields;
one is at the beginning of the voice form to greet the caller (Greeting field)
and the other is at the end of the voice form to bid the caller goodbye (End
of Form field). For Voice Answer and DTMF or keypad input fields, it is
important that your recorded instructions make it clear whether you want the
caller to answer verbally, or using the telephone keypad.
The following diagram shows the typical flow of a voice form with the various
field types used as building blocks.
Copyright © 2007, Nortel Networks
.
Voice Answer: These fields require a verbal answer from the caller.
Example: "Please say your first name."
DTMF (keypad input): These fields require the caller to answer using the
telephone keypad. Example: "Please enter your order tracking number
using the telephone keypad, and then press number sign."
No Answer: These fields are informational and do not require the caller
to answer. Example: "Thank you for taking the time to complete this
survey."
Nortel CallPilot
Administrator Guide
NN44200-601 01.11 Standard
5.0 9 November 2007
Prompt text