Nortel CallPilot Administrator's Manual page 213

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Testing your sequence When you finish creating your voice form, the
best way to test your form is to read each individual script aloud to someone.
As you do so, write down the responses. Do not let the person responding
to the form see the scripts or your copy of the written form. Ask the person
for feedback on the flow of the form and the instructions/prompts. Testing
your sequence is particularly important for longer voice forms.
Following is an example of a completed "Voice form flow and prompts
worksheet."
Copyright © 2007, Nortel Networks
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categories in the order that they are presented. You can say, for
example: "This application is broken down into four parts. The
first part asks personal questions such as your name and current
address. The second part asks questions regarding your employer.
The third part asks about your resources. The fourth part asks about
your financial obligations."
— Number sign to stop recording - in the case of a voice answer, if a
caller finishes responding to a question or does not want to respond
to a particular question, he or she can press number sign (#) to stop
recording. After recording stops, the system either plays the next
question, or confirms the caller's answer. Callers do not have to wait
until the time specified in the Answer Length Limit field expires. You
can compose a prompt for example, "After answering a question,
press number sign to stop recording. The system either presents
you with the next question, or asks you to confirm your answer." In
the case of keypad input answers, when a caller presses the number
sign (#) key, the system plays the next question, or confirms the
caller's answer.
Questions must be specific. Ask yourself what the caller needs to know
to answer the question correctly. For voice answer and DTMF or keypad
input fields, ensure that your recorded instructions specify whether you
want the caller to answer verbally, or using the telephone keypad. Also,
you must instruct the caller in what form you require the answer to the
question. For example, when you ask for the caller's phone number,
compose a prompt as follows: "What is your telephone number? Please
enter your number with no spaces, including your area code, using your
telephone keypad."
The farewell greeting tells callers that they have completed the form.
Although there is a system good-bye prompt, Nortel recommends that
you turn the system prompt off and record your own good-bye prompt
as part of your farewell greeting so that the voice is the same for the
greeting and the goodbye. For example: "Thank you for calling the
Corona Confection Company. We appreciate your business. Your order
will be processed within 24 hours. Good-bye."
Nortel CallPilot
Administrator Guide
NN44200-601 01.11 Standard
5.0 9 November 2007
Seven steps to plan and design a voice form 213