Avaya Customer Interaction Express 1.0 IVR-Editor Manuals

Manuals and User Guides for Avaya Customer Interaction Express 1.0 IVR-Editor. We have 1 Avaya Customer Interaction Express 1.0 IVR-Editor manual available for free PDF download: User Manual

Avaya Customer Interaction Express 1.0 IVR-Editor User Manual

Avaya Customer Interaction Express 1.0 IVR-Editor User Manual (167 pages)

Brand: Avaya | Category: Software | Size: 1 MB

Table of Contents

Table of Contents
3
About this Manual

7
- Questions about this Manual
  7
- How Do You Get a Printed Copy
  10
  - Prerequisites
    10
  - Printing the Manual
    10
  - Problems When Printing
    10
Meet the IVR Editor Module

11
- What Is the IVR Editor
  11
- Structure of the IVR Editor Module
  14
  - Opening the IVR Editor Module
    14
  - Icon
    14
  - Menus
    14
  - Commands of the IVR Script Menu
    14
  - Commands of the Edit Menu
    15
  - Commands of the View Menu
    15
  - Commands of the Tools Menu
    15
  - Commands of the Window Menu
    15
  - Commands of the Help Menu
    16
  - Tool Bar
    16
  - Status Bar
    16
  - Tab: IVR Scripts
    17
  - Tab: Elements
    18
  - Working Window: IVR Script
    20
  - Columns
    20
- Using Help and the about Dialog
  22
  - Using the Help Function
    22
  - Using Tooltips
    22
Terms and Elements of the IVR Editor

23
- Terms
  23
  - IVR Script
    23
  - Folder
    23
- Input Connector, Exit Connector, and Connection
  24
- Error-Exit Connector
  25
  - Setting an Error for Logic, Branch and Define Variable
    25
  - Which Information Do Lasterror and Errorinfo Contain
    26
- Condition
  27
  - Operating Method
    27
  - Operators in a Condition
    27
  - Tags in a Condition
    30
  - Local Variables in a Condition
    30
  - Example for a Condition
    30
- Elements
  31
  - Structure of Elements
    31
  - General Properties of All Elements
    31
  - Element: Comment
    32
- Basic Elements
  33
  - Start
    33
  - End
    33
  - Logic
    34
  - Check Times
    35
  - Define Variable
    36
  - Branch
    38
  - Wait
    39
  - Start Script
    40
  - Start Program
    41
- Speech Elements
  44
  - Announcement
    44
  - Announcement Plus DTMF
    47
  - Announcement Plus DTMF Sequence
    50
  - Announcement Plus Speech Recognition
    54
  - Text to Speech
    58
  - Record Voice Mail
    61
  - Record Voice Mail Plus DTMF
    65
  - Send Voice Mail as E-Mail
    69
  - Delete Voice Mail
    72
- Telephony Elements
  75
  - Call
    75
  - Send DTMF Tones
    78
  - Consultation
    79
  - Transfer
    83
  - Toggle
    84
  - Disconnect
    85
  - Release
    86
  - Information on Connection
    87
  - Call Routing
    89
  - Call Routing Information
    91
- Database Elements
  93
  - Background Knowledge of Database Elements
    93
  - Note on Modifying or Deleting Records
    97
  - Open Database
    98
  - Close Database
    99
  - Add Record
    100
  - Modify Record
    101
  - Delete Records
    103
  - SQL Query
    104
  - First Record
    106
  - Next Record
    108
  - Delete Record
    110
  - Modify Record
    111
- Variables
  112
  - Global Variables
    112
  - List of Predefined Variables
    112
Configuring Tools

115
- Configuring Voice Units
  115
  - What Is a Voice Unit
    115
  - List of Voice Units
    115
  - Properties of a Voice Unit
    116
  - Editing the Properties of an IVR Script
    118
  - Editing Voice Mails
    120
  - Editing the Line Allocation
    120
- Viewing the IVR Script-VU Assignment
  121
  - Opening the View
    121
  - What Does the IVR Script-VU Assignment Show
    121
- Defining Time off Periods
  122
  - Time off List
    122
  - Properties of a Time off Period
    122
118 • Creating an IVR Script

124
- Working with IVR Scripts
  124
  - Creating a Folder
    124
  - Creating an IVR Script
    125
  - Opening an IVR Script
    125
  - Which Is the Active IVR Script
    126
  - Moving an IVR Script
    126
  - Changing the Name
    126
  - Deleting a Folder
    127
  - Deleting an IVR Script
    127
  - Refresh
    127
- Changing Size and Position of Windows
  128
  - Changing the Size of a Dialog
    128
  - Hiding or Displaying the IVR Scripts Window
    128
  - Closing All Windows
    128
  - Arranging Windows
    129
  - Example for Cascading Windows
    129
  - Example for Tiled Windows
    129
- Working with Elements
  130
  - Inserting an Element
    130
  - Editing an Element
    130
  - Moving an Element
    130
  - Deleing One or more Elements
    130
  - Deleting All Elements
    131
  - Displaying Information on an Element (Tooltip)
    131
- Customizing Connections
  132
  - Connecting Elements
    132
  - Moving Corner Points
    132
  - Highlighting Connections
    132
  - Deleting Connections
    132
- Creating an Element
  133
  - Creating a Logic Element
    133
  - Creating an Announcement Element
    133
- Creating and Editing Local Variables
  134
  - Inserting a Local Variable
    134
  - Editing a Local Variable
    134
  - Deleting a Local Variable
    135
- Saving and Enabling
  136
  - Save
    136
  - Enable
    136
  - Script Debugging
    137
- Print
  138
  - Viewing the Print Preview
    138
Importing and Exporting

139
- Exporting
  139
  - Why Export Data
    139
  - Exporting in IVR Format
    139
  - Exporting in XML Format
    140
- Importing
  141
  - Note Already Used Names
    141
  - Possible Import Formats
    141
Tips and Tricks

142
- Help with Problems
  142
  - TTS File Is Not Played
    142
  - German Umlauts
    142
  - Endless Loop in an IVR Script
    143
  - Write-Protection for Text to Speech Element
    143
  - Caller's Number Cannot be Identified
    143
  - Enabled IVR Script Does Not Work in Voice Control
    143
  - Scroll Bar Is no Longer Visible
    144
- Tips
  145
  - Variables for Language
    145
  - Registry Entries for Filing
    146
  - DTMF Sequence for Fax Machine
    146
- Example 1: IVR Script with Database Connection
  147
  - Where Do You Find the Example
    147
  - Function of the Example
    147
  - Prepared Database
    147
  - Notes on the IVR Script
    151
- Example 2: IVR Scripts Record and Play Voice Mail
  155
  - Where Do You Find the Example
    155
  - IVR Script: Record Voice Mail
    155
  - Illustration of the IVR Script
    155
  - Script: Play Voice Mail
    156
  - Voice Control Server Process
    158
- Grammar for Speech Recognition
  159
  - Nuance OSR 3.0
    159
  - Nuance Speechpearl
    161
Glossary

163
Index

165

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