Avaya Customer Interaction Express 1.0 IVR-Editor User Manual
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Avaya Customer Interaction Express 1.0 IVR-Editor User Manual

Avaya Customer Interaction Express 1.0 IVR-Editor User Manual

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User Manual
Customer Interaction Express 1.0
IVR-Editor
Edition: 1.1
01/23/2007
COMPAS ID: 117361

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Summary of Contents for Avaya Customer Interaction Express 1.0 IVR-Editor

  • Page 1 User Manual Customer Interaction Express 1.0 IVR-Editor Edition: 1.1 01/23/2007 COMPAS ID: 117361...
  • Page 2 © 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.

  • Page 3: Table Of Contents

    Contents About this manual 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 ...................
  • Page 4 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 ....................
  • Page 5 Global variables....................... 106 List of predefined variables ..................106 Configuring Tools 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 ....................
  • Page 6 Print ............................132 Viewing the print preview ..................132 Print ......................... 132 Importing and exporting 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 ...................

  • Page 7: About This Manual

    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.

  • Page 8: How Is This Manual Organized

    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.

  • Page 9: Where Can You Find Additional Information

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

  • Page 10: How Do You Get A Printed Copy

    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.

  • Page 11: Meet The Ivr Editor Module

    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.

  • Page 12: What Can You Do With The Ivr Editor Module

    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? •...

  • Page 13: Prerequisites For Using The Ivr Editor Module In The Cie System

    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.

  • Page 14: Structure Of The Ivr Editor Module

    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.

  • Page 15: Commands Of The Edit Menu

    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...

  • Page 16: Commands Of The Help Menu

    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.

  • Page 17: Tab: Ivr Scripts

    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.

  • Page 18: Tab: Elements

    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.
  • Page 19 IVR Scripts Elements Telephony elements Call Send DTMF tones Consultation Transfer Toggle Disconnect Release Information on connection Call routing Call routing information IVR Scripts Elements Database elements Open database Close database Add record Modify records Delete records Access record SQL query First record Next record Delete record...

  • Page 20: Working Window: Ivr Script

    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 .
  • Page 21 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.

  • Page 22: Using Help And The About Dialog

    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.

  • Page 23: Terms And Elements Of The Ivr Editor

    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.

  • Page 24: Input Connector, Exit Connector, And Connection

    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.

  • Page 25: Error-Exit Connector

    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.

  • Page 26: Which Information Do Lasterror And Errorinfo Contain

    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.

  • Page 27: Condition

    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.
  • Page 28 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" <...
  • Page 29 Operator Explanation ? right ? Returns the right n characters of Operand1, e.g., "CallCenter" right 6 returns "Center" Returns the right part of Operand1 beginning with the first ? rightfirst ? 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.

  • Page 30: Tags In A Condition

    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;...

  • Page 31: Elements

    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).

  • Page 32: Element: Comment

    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 •...

  • Page 33: Basic Elements

    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.

  • Page 34: Logic

    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.

  • Page 35: Check Times

    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.

  • Page 36: Define Variable

    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 •...
  • Page 37 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 ation MDefault This variable is intended only for voice mail. This is the default variable for the CC.VoiceMsgProcessed tag.

  • Page 38: Branch

    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.

  • Page 39: Wait

    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.

  • Page 40: Start Script

    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).

  • Page 41: Start Program

    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.
  • Page 42 Properties Explanation Program You enter a program name and a folder. You must use a UNC path when specifying the program. Option 2: Example: Program: \\server\name\cc\exe\x.exe Var. Default folder Folder Var. folder: Enter a variable for the name of the program to be started. The Program folder defined in the Windows registry under PathExecuteFiles Option 3:...
  • Page 43 Properties Explanation Program Enter the name of the program to be started and a variable for the folder. Option 5: Example: Program: xyz.exe Var. Default folder Folder Var. folder: Variable_folder Waiting for end of program activates the dialogs Program Waiting for end of output var.: and Return value var.: program You check this option if you want to wait for the end of the...

  • Page 44: Speech Elements

    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.
  • Page 45 Properties Explanation Announcement Text You enter a file name and a folder. You must use a UNC path when specifying the file. Option 2: Example: Var. File: \server\name\wav\x.wav Default folder Folder Var. folder: Announcement Text You enter a variable for the file name. The folder defined in the Windows registry under PathMsgAnnouncements is used as a Option 3: folder.
  • Page 46 Properties Explanation Opens a file manager. You can select a file for the Browse 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.

  • Page 47: Announcement Plus Dtmf

    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;...
  • Page 48 Properties Explanation You can select a speed of speech. The text is spoken at this Speed of speech 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.
  • Page 49 Properties Explanation Announcement Text You enter a variable for the file name and a variable for the folder. Option 4: Example: File: variable_name Var. Default folder Folder Var. folder: variable_folder Announcement Text You enter a file name and a variable for the folder. Option 5: Example: File:...

  • Page 50: Announcement Plus Dtmf Sequence

    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.
  • Page 51 Properties Explanation Announcement Text You enter a file name. The folder defined in the Windows registry under PathMsgAnnouncements is used as folder. Option 1: Example: File: xyz.wav Var. Default folder Folder Var. folder: Announcement Text You enter a file name and a folder. You must use a UNC path when specifying the file.
  • Page 52 Properties Explanation Announcement Text You enter a file name and a variable for the folder. Option 5: Example: 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.
  • Page 53 Properties Explanation Opens the Select tag dialog. You can select a tag. You might CallTags have to add a reference to certain topics, agent groups, etc. ("ag[agentgroup_1].free"). Opens the Local variables dialog. You can select a variable. Local variables Error-exit connector Announcement plus DTMF sequence elements have Error-exit connectors.

  • Page 54: Announcement Plus Speech Recognition

    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;...
  • Page 55 Properties Explanation You can select a language. The text is spoken in this language. Language If you select System the language of the operating system is Var. 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.
  • Page 56 Properties Explanation Announcement Text You enter a variable for the file name and a variable for the folder. Option 4: Example: File: variable_name Var. Default folder Folder Var. folder: variable_folder Announcement Text You enter a file name and a variable for the folder. Option 5: Example: File:...
  • Page 57 Properties Explanation Opens the Select tag dialog. You can select a tag. You might CallTags have to add a reference to certain topics, agent groups, etc. ("ag[agentgroup_1].free"). Opens the Local variables dialog. You can select a variable. Local variables Error-exit connector Announcement plus speech recognition elements have Error-exit connectors.

  • Page 58: Text To Speech

    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.
  • Page 59 Properties Explanation Text from file You enter a file name and a folder. You must use a UNC path when specifying the file. Option 2: Example: File: text\x.txt Var. \\server\name\ Default Folder Folder Var. folder: Text from file You enter a variable for the file name. The folder defined in the Windows registry PathMsgTTS is used as the folder.
  • Page 60 Properties Explanation You can select a speed of speech. The text is spoken at this Speed of speech speed. You can select values 1 (slow) to 9 (fast). The value 6 is set as default. Opens a file manager. You can select a file. Browse To specify a UNC path, toggle to Network environment.

  • Page 61: Record Voice Mail

    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.
  • Page 62 Properties Explanation File You enter a file name. The folder used is defined in the Windows registry under PathDefaultRecordings (for sending as Option 1: an e-mail or retrieving as a CC voice mail) or under PathMsgAnnouncements (for saving in a predefined file). Example: File: xyz.wav...
  • Page 63 Properties Explanation File You enter a file name and a variable for the folder. Option 5: Example: File: xyz.wav Var. Default folder Folder Var. folder: variable_folder Save... This option is selected to specify the type of voice mail to be saved.
  • Page 64 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.

  • Page 65: Record Voice Mail Plus Dtmf

    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.
  • Page 66 Properties Explanation File You enter a file name and a folder. You must use a UNC path when specifying the file. Option 2: Example: File: wav\x.wav Var. \\server\name\ Default Folder Folder Var. folder: File You enter a variable for the file name. The folder used is defined in the Windows registry under PathDefaultRecordings Option 3: (for sending as an e-mail or retrieving as a CC voice mail) or...
  • Page 67 Properties Explanation Save... 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 to specified file saved in the folder specified for announcements in the Window (overwrite if necessary) registry.
  • Page 68 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.

  • Page 69: Send Voice Mail As E-Mail

    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.
  • Page 70 Properties Explanation File You enter a file name and a folder. You must use a UNC path when specifying the file. Option 2: Example: File: wav\x.wav Var. \\server\name\ Default Folder Folder Var. folder: File You enter a variable for the file name. The folder used is defined in the Windows registry under PathDefaultRecordings.
  • Page 71 Properties Explanation Opens a file manager. You can select a WAV file. Browse 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.

  • Page 72: Delete Voice Mail

    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.
  • Page 73 Properties Explanation File You enter a variable for the file name. The folder used is defined in the Windows registry under PathDefaultRecordings. Option 3: Example: File: variable_name Var. Default Folder Folder Var.folder: File You enter a variable for the file name and a variable for the folder.
  • Page 74 Properties Explanation Opens the Select tag dialog. You can select a tag. You might CallTags have to add a reference to certain topics, agent groups, etc. ("ag[agentgroup_1].free"). Opens the Local variables dialog. You can select a variable. Local variables Error-exit connector Delete voice mail elements have Error-exit connectors.

  • Page 75: Telephony Elements

    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.
  • Page 76 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 Explanation Cause connecto This exit connector (Success) is used if a connection is established. The B-exit connector (busy) is used if 3491(busy terminal) the subscriber is busy.
  • Page 77 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. Error-exit connector Call elements have Error-exit connectors. A tooltip displays possible errors at the Error-exit connector with error number and explanation.

  • Page 78: Send Dtmf Tones

    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.

  • Page 79: Consultation

    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 1 -party call.
  • Page 80 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 Explanation Cause connecto This exit connector (success) is used if there is a connection. The B-exit connector (busy) is used if 3491(busy terminal) the subscriber is busy.
  • Page 81 Exit Explanation Cause connecto The P-exit (no passive call) is no 3490 (no connection on hold). 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.
  • Page 82 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.

  • Page 83: Transfer

    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.

  • Page 84: Toggle

    Toggle Task The Toggle element puts the active connection on hold and activates the connection previously on hold (1 -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 For information on general element properties, see General properties of all...

  • Page 85: Disconnect

    Disconnect Task The Disconnect element clears the active connection and activates the connection previously on hold (1 -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.

  • Page 86: Release

    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.

  • Page 87: Information On Connection

    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.
  • Page 88 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.

  • Page 89: Call Routing

    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.
  • Page 90 Properties Explanation Opens the Local variables dialog. You can select a Local variables variable. Error-exit connector 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. 84 •...

  • Page 91: Call Routing Information

    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.
  • Page 92 Exit connectors: Call routing information elements have the following exit connectors. Exit Explanation connecto The D-exit connector (routing) is used when the call routing is activated. The ND-exit connector (No routing) is used when the call routing is deactivated. Error-exit connector Error-exit connector Call routing information elements have an Error-exit connector.

  • Page 93: Database Elements

    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) •...
  • Page 94 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: •...
  • Page 95 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.
  • Page 96 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 "...

  • Page 97: Note On Modifying Or Deleting Records

    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.

  • Page 98: Open Database

    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.

  • Page 99: Close Database

    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.

  • Page 100: Add Record

    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.

  • Page 101: Modify Record

    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.
  • Page 102 Modify records elements have an Error-exit connector. A tooltip displays possible errors at the Error-exit connector with error number and explanation. 96 • Terms and elements of the IVR Editor User Manual CIE 1.0 IVR-Editor...

  • Page 103: Delete Records

    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.

  • Page 104: Sql Query

    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.
  • Page 105 Properties Explanation Opens the Local variables dialog. You can select a Local variables variable. Error-exit connector SQL query elements have Error-exit connectors. A tooltip displays possible errors at the Error-exit connector with error number and explanation. Terms and elements of the IVR Editor • 99 User Manual CIE 1.0 IVR-Editor...

  • Page 106: First Record

    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.
  • Page 107 Exit connectors First record elements have the following exit connectors. Exit Explanation connector The Success-exit connector is used if the data was read without errors. 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.

  • Page 108: Next Record

    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.
  • Page 109 Exit connectors Next record elements have the following exit connectors. Exit Explanation connecto The Success-exit connector is used if the data was read without errors. 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.

  • Page 110: Delete Record

    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.

  • Page 111: Modify Record

    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.

  • Page 112: Variables

    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").
  • Page 113 Variable Explanation Element _MaxRingTime This variable has the same function as the Call Max. ring time (mm:ss) field. This Consultation 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.
  • Page 114 Variable Explanation Element _WaitIfBusy If a consultation connection cannot be Consultation established, the value can be set to true. This causes the consultation connection to be maintained until the specified maximum ring time is over. D_InvokeId Indicates the InvokeId. This is a unique, Define variable invariable identification number (ID) that exists during the entire script flow.

  • Page 115: Configuring Tools

    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.

  • Page 116: Properties Of A Voice Unit

    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. Shows the PBX. If you have configurd a Voice Unit, you can no longer change these settings.
  • Page 117 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 Host Mail server Default script Scripts Voice mails I55 and Voice Control Name Version Host...

  • Page 118: Editing The Properties Of An Ivr Script

    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.
  • Page 119 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.

  • Page 120: Editing Voice Mails

    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.

  • Page 121: Viewing The Ivr Script-Vu Assignment

    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.

  • Page 122: Defining Time Off Periods

    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.
  • Page 123 Property Explanation Closes the dialog without applying the changes. 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.

  • Page 124: 118 • Creating An Ivr Script

    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.

  • Page 125: Creating An Ivr Script

    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.

  • Page 126: Which Is The Active Ivr Script

    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. •...

  • Page 127: Deleting A Folder

    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.

  • Page 128: Changing Size And Position Of Windows

    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.

  • Page 129: Arranging Windows

    Arranging windows Proceed as follows to arrange the windows: Cascading 1. Select Cascade from the Window menu. The windows are arranged in overlapping form. 1. Click . The windows are cascaded. Tiled 1. Select Arrange from the Window menu. The windows are tiled. 1.

  • Page 130: Working With Elements

    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.

  • Page 131: Deleting All 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.

  • Page 132: Customizing Connections

    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.

  • Page 133: Creating An Element

    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.

  • Page 134: Creating And Editing Local Variables

    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.

  • Page 135: Deleting A Local Variable

    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.

  • Page 136: Saving And Enabling

    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.

  • Page 137: Script Debugging

    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 VC_Audio TTS/ARS VC_VUS VC_IVR Communication VC_IVRSVR (I55 only)

  • Page 138: Print

    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.

  • Page 139: Importing And Exporting

    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.

  • Page 140: Exporting In Xml Format

    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.

  • Page 141: Importing

    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.

  • Page 142: Tips And Tricks

    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.

  • Page 143: Endless Loop In An Ivr Script

    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.

  • Page 144: Scroll Bar Is No Longer Visible

    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.

  • Page 145: Tips

    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 ation...

  • Page 146: Registry Entries For Filing

    The following registry entry specifies the f older for voice mails. String: PathDefaultRecordings Example: C:\ Program Files \Avaya\ Customer Interaction Express \VoiceContro l\work\DefaultRecordings Registry entry for programs to be started The following registry entry specifies the folder for programs to b e started.

  • Page 147: Example 1: Ivr Script With Database Connection

    Example 1: IVR script with database connection If you are working with the IVR Editor module for the first time, it might be useful to learn about hand ling elements with an example. You will find an example of a database con nection on the DVD under Voice Control - Documentation.
  • Page 148 Feedback table in data sheet view The following table shows the data sheet view of Feedback. ID is no AutoNumber since it can be used to determine the order or questions Frage_d Frage_ AnzAntw SumBewer MWBewert Do you feel that you are the master of the dialog? How do you rate the number of steps for...
  • Page 149 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. Tips and tricks • 143 User Manual CIE 1.0 IVR-Editor...
  • Page 150 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.

  • Page 151: Notes On The Ivr Script

    Notes on the IVR script SQL qu The DB variable determines from which database it is read. The SQL que ry can be formulated in two modes. In default mode, this element supports simple comparison op erations. The example does not define any further conditions, which is all records are read.
  • Page 152 In advanced mode the SQL query is entered directly. This is a very simple query in this example. SELECT * FROM Fe edback. 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).
  • Page 153 [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.
  • Page 154 Reading records The contents of the individual records are read with the elements First record and Next record. For First record elements the DB ID establishes the reference with the datab ase. The valu es are read from the previously selected records DBResults. The field names to be read can also c ome from variables.

  • Page 155: Example 2: Ivr Scripts Record And Play Voice Mail

    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.

  • Page 156: Script: Play Voice Mail

    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, and End.
  • Page 157 Define variable element (2) The variable field reads CC.VoiceMsgProcessed tag, which is assigned the new value CC.processed or CC.notProcessed. The voice mail is marked as processed in the Contact Center User Interfa ce with the CC.processed value. Delete vo ice mail: The voice ma il is deleted depending on the input.

  • Page 158: Voice Control Server Process

    Voice Control server process During startup, existing voice mails are reported to the task server. The first time a reco rding is recorded as voice mail the Voice Control server creates a CIE_Voic eMessage in the defaultRecordings folder and saves the recording with file name and time.

  • Page 159: Grammar For Speech Recognition

    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.
  • Page 160 Restrictions The grammar file is not subject to a ny size limitation. The size of the grammar file is limited by the available memo ry of the server. High processor performance (in the seconds range) is required to activate complex grammars. The required processor performance can be reduced thr ough the use of binary grammars.

  • Page 161: Nuance Speechpearl

    The grammar you create must be stored in the folder C:\Program Files\Avaya\Customer Interaction Express\Voice Control\work\Philips\changeGRMFiles. 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 l\work\Philips\activeGRMFiles. Activating th e grammar Different grammars can run in parallel.

  • Page 163: Glossary

    Glossary 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.
  • Page 164 XML stands for Extensible Markup Language. XML is a standard for data description. 158 • Glossary User Manual CIE 1.0 IVR-Editor...

  • Page 165: Index

    Corner points 18, 126 Create 118, 119 Creating 127, 128 Index 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...
  • Page 166 Highlight Connection 14, 126 plus 21 Precision 24 Prerequisites 4, 7 Print 8, 120, 132 Icon 124 Print preview 8, 132 Import 133, 135 Printing 4, 10, 132 Information 1, 3 manual 4 Information on connection 12, 13, 81 Program end 35, 37 Input connector 14, 18, 34, 41, 126 Insert record 12, 13, 94 Integer functions 21, 22...
  • Page 167 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 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...

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