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Creating an Example IVR Script

An IVR script plays audio files to prompt a caller for information, then uses the caller's responses to those prompts to route the interaction to a specified phone queue.

The following procedures illustrate scripts that contain increasingly complex combinations of IVR script objects and control flow features:

Before You Begin

The procedures in this section assume that you have used the Configuration Manager to create:

Disabling the Phone Channel Before Editing the Script

Best practice: Before editing an Virtual Contact Center IVR Script, select the phone channel's Own channel script and disable the IVR channel.

To select the IVR script and disable the Phone channel:

  1. Display the Phone channel's Properties tab.

    For information about the Channels Page, Phone channel Properties tab, see Configuring Phone Channel Properties , on page 1.

  2. In the Properties tab, in the Use script from channel list, choose Own channel script.
  3. Clear This channel is enabled.
  4. Click Save.

The Virtual Contact Center applies the changes and display's the Phone channel's IVR Script tab.

Building a Simple Greeting and Routing Script

Perform the procedure in this section to build a simple IVR script that:

To select a schedule, play a greeting and route a call to a queue:

  1. In the IVR Script tab, in the object selection list, select Schedule.

    The Configuration Manager displays the parameters for the Schedule object in the right-side object configuration area.

  2. In the object configuration area:

    1. In the Label text entry area type BusHours.
    2. In the Schedule list, choose a previously defined schedule.
    3. Click Save.

    The Configuration Manager inserts the Schedule object below the MainIVR label.

    Figure 88: IVR Script example, Schedule object

  3. If a call arrives when the contact center is open, play a greeting message. In the schedule object, select the open exit point, then in the object selection list choose Play.

    The Virtual Contact Center displays the parameters for the Play object. In the object configuration area:

    1. In the Label text entry area type PlayWait01.
    2. In the Played list, choose Wait for next agent.

      The procedure refers to audio files from the Virtual Contact Center default set of audio files. Your IVR scripts may reference one or more default audio files, or reference the customized audio files you uploaded to the Configuration Manager.

    3. Click Save.

    The Configuration Manager inserts the Play object below the open exit point.

  4. Choose the queue the caller is routed to. Select the Play object, then:

    1. In the Label text entry area type PhoneQ01.
    2. In the Queue name list, choose a phone queue.
    3. Click Save.

    The Configuration Manager inserts the Forward to queue object below the Play object.

  5. If the call arrives when the contact center is closed, route the call to a voice mail queue. In the IVR Script area, in the schedule object, select the closed exit point, then in the object selection list choose Forward to voice mail.

    The Virtual Contact Center displays the parameters for the Forward to voice mail object. In the object configuration area:

    1. In the Label text entry area type Vmail01.
    2. In the Invite Message list, choose Voice mail invite.
    3. In the Queue name list, choose a voice mail queue.
    4. Select Access to voice mail is mandatory.
    5. Click Save.

    The Configuration Manager inserts the Forward to voice mail object below the closed label.

    Figure 89: IVR script example, Forward to voice mail object

Creating Menus of Options

The procedure in this section illustrates how to implement menus of options.

The following procedure builds on the IVR script example in Building a Simple Greeting and Routing Script, on page 1.

To script a set of menu options:

  1. In the script you created in the procedure in Building a Simple Greeting and Routing Script, on page 1

    1. Select the Forward to queue object PhoneQ01, then click Delete.
    2. Select the Play object PlayWait01, then click Delete.
  2. When the contact center is open, play a menu of options. In the schedules object, select the open exit point, then in the object selection list choose Menu.

    The Virtual Contact Center displays the parameters for the Menu object. In the object configuration area.

    1. In the Label text entry area type OpenMenu01.
    2. In the Invite Message list, choose Optional queue Selection.

      When a caller first connects to the contact center, the Menu object's Invite message audio file orients them to the set of menu choices. In most cases, this implies the need for an invite message that has been customized for your contact center.

    3. In the Invalid message list, choose Invalid selection.

      If a caller provides an invalid response to the invite message, the Invalid message audio file informs them that the Virtual Contact Center cannot interpret their response.

    4. In the Empty message list, choose Wait for next agent.

      If a caller does not respond to the prompt within 10-seconds, the Empty message audio file informs them to respond.

    5. Click Save.

    The Configuration Manager inserts the menu object below the open label.

    Figure 90: IVR script example, Menu script object

  3. Configure the message played when the caller responds to the initial menu by pressing 1. In the Menu object, select the 1 exit point, then:

    1. In the object selection list choose Play.
    2. In the Label text entry area type CallRecordWarn.
    3. In the Played message list choose the Call monitoring warning audio file.
    4. Click Save.

    The Configuration Manager inserts the Play object below the 1 label.

  4. Configure the queue the caller is routed to if they respond to the initial menu by pressing 1. In the Menu object, in the 1 exit point, select the Play object, then:

    1. In the object selection list choose Forward to queue.
    2. In the Label text entry area type PhoneQ02.
    3. In the Queue name list, select a phone queue.
    4. Click Save.

    The Configuration Manager inserts the Forward to queue object below the 1 exit point.

    Figure 91: IVR script example, Menu object, choice 1

  5. Continue to the next example, Using Caller Information to Process Interactions, to build on this script.

Using Caller Information to Process Interactions

Use the procedure in this section to prompt a caller for information that will be used to find a caller's record in the Internal CRM database, then use information contained in that record to determine how to route the call.

The following procedure builds on the IVR script example in Creating Menus of Options, on page 1.

To create an interactive IVR script that prompts a caller, tests for the caller's Internal CRM record, and routes the call:

  1. Prompt the caller for information such as an account number. In the Menu script object, select the 2 exit point, then in the object selection list choose Get Value.

    The Virtual Contact Center displays the parameters for the GetValue object in the object configuration area:

    1. In the Label text entry area type GetAccountNumber.
    2. In the Invite Message list, choose Enter mandatory account number.
    3. In the Invalid message list, choose Invalid selection.
    4. In the Empty message list, choose Invalid selection.
    5. In the Data to collect list, choose Customers: Account Number.
    6. Select Entry is mandatory.
    7. Click Save.

    The Configuration Manager inserts the GetValue object below the 1 label.

    Figure 92: IVR script example, GetValue object

    You can also use the GetANI script object to look in the Internal CRM CRM for existing customers.

  2. Add a Label object to the portion of the script that processes customer accounts. In the GetValue object, select the found exit point, then in the object selection list choose Label.

    In the object configuration area, in the Label text entry area type AcctFound then click Save.

    Labeling the portion of the script that processes customer account interactions enables other script objects to use the Goto script object to transfer control ("jump") to that portion of the IVR script.

  3. Check the customer's status. Select the Label object, then in the object selection list choose Picklist.

    The Virtual Contact Center displays the parameters for the Picklist object. In the object configuration area:

    1. In the Label text entry area, type ChkCustID.
    2. In the Data to test list, choose Record Type.
    3. In the Select operator list, choose Is equal to.
    4. In the Select values list, choose Customer.
    5. Click Save.

    The Configuration Manager inserts the Picklist object below the found label.

Enabling a Phone Channel and Associated IVR Script

Perform the following procedure to enable a phone channel and the channel's IVR script.

To enable the Phone channel:

  1. Display the Phone channel's Properties tab.

    For information about the Channels Page, Phone channel's Properties tab, see Configuring Phone Channel Properties , on page 1.

  2. Select This channel is enabled.
  3. Click Save.

    The Virtual Contact Center puts the IVR channel and associated script into service.

You can now make test phone calls to the phone channel to validate the operation of the IVR script.

 

See Also

 


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