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Summary of Phone Channel IVR Script Tab Options

Table 43 summarizes the options available in the Scripts configuration, Phone Script tab.

Table 43: Summary of Phone Channel page, IVR tab options

Phone Script tab option Description

Schedule

Use the Schedule object to perform a particular sequence of IVR script operations when the contact center is either open or closed.

Parameters:

  • In the Label text entry area type the alphanumeric label used to uniquely identify the element in the IVR Script.

    Labels can contain a maximum of 21 characters and must be unique within an IVR script.

  • In the Select schedule list, choose a schedule definition.

Exit points:

The Schedule object uses the value of Select schedule to transfer control to the script sequence specified within the following exit points:

  • open equals true if the phone interaction has been received within the selected schedule's open hours.
  • closed equals true if the phone interaction has been received outside the selected schedule's open hours.
  • #1 through #6 equal true if the schedule specified in Select schedule includes an exception condition, numbered 1 through 6, and today's date is within the exceptions from and to dates.

For more information about creating schedules, see Specifying Business Hours and Schedules, on page 1.

Menu

Use the Menu object to present a list of options to the caller.

Parameters:

  • In the Label text entry area type the alphanumeric label used to uniquely identify the element in the IVR Script.

    Labels can contain a maximum of 21 characters and must be unique within an IVR script.

  • In the Invite message list, choose the audio file the IVR script plays to offer menu options to a caller.
  • In the Invalid message list, choose the audio file the IVR script plays if the caller responds to the prompt with an invalid entry.
  • In the Empty message list, choose the audio file the IVR script plays if the caller does not respond to an IVR menu prompt within 10-seconds.

    In a Menu script object, the Empty message parameter and the empty exit point (described below) are mutually exclusive: If you configure the empty exit point, then the Menu object will not play the audio file specified in the Empty message list.

Exit points:

The Menu object contains the following labeled exit points:

  • 0-9, *, # label the script operations performed after the caller has pressed the corresponding key on his or her telephone's keypad.
  • extension contains the script operations performed if the caller supplies a valid 3-digit extension number.

    The Virtual Contact Center permits only Agents with the Direct Agent Access Feature enabled to be directly accessed by extension number.

  • empty contains the script operations performed if the caller does not respond to an IVR menu prompt within 10-seconds, and the empty exit point of the Menu object is not configured.

    In a Menu script object, the empty exit point, and the Empty message parameter (described above) are mutually exclusive: If you configure the empty exit point, then the Menu object will not play the audio file specified in the Empty message list.

  • too many invalid labels the script operations performed if the caller makes three invalid responses to the menu prompts.

    Invalid responses include three incorrect keypad entries or no response to the menu within 10-seconds.

Check ANI

Use the Check ANI object to use the phone number of the inbound caller to perform a lookup in the customers file. If a matching phone number is found in the Customer file, the record is loaded in memory and can be used to check the value of picklist fields to determine how to route the call.

Parameters:

  • In the Label text entry area type the alphanumeric label used to uniquely identify the element in the IVR Script.

    Labels can contain a maximum of 21 characters and must be unique within an IVR script.

  • In the contact found item, define the call processing steps to be performed if a Internal CRM customer record was found
  • In the contact not found item, define script call processing steps to be performed if a Internal CRM customer record was not found

Exit points:

The Check ANI object uses the value of the caller's ANI phone number to transfer control to the script sequence specified within the following exit points:

  • contact found equals true if the caller's phone number matches one in the Internal CRM.
  • contact not found equals true if the caller's phone number does not match one in the customer file.

When using the Check ANI object both exit points should be configured. An exit point does not have any processing steps, and the object exits on that exit point the caller will be disconnected

Get Value

Use the Get Value object to request or require the caller to use his or her telephone's keypad to provide the following Internal CRM data:

  • An Internal CRM customer AccountNumber
  • An Internal CRM CaseID
  • An agent's extension number: On selecting this option, the checkbox 'Entry is mandatory' is checked automatically and greyed out. You will be given the option to set the maximum length of extension. By default, it takes 8 digits.
  • A numeric Customer or Case custom field
  • An external Variable1 or Variable2 that can then be passed to an external program for screen pops or integration with 3rd party or custom systems

    For more information about screen pop, see Defining Screen Pop Settings for External CRM , on page 1.

Parameters:

  • In the Label text entry area type the alphanumeric label used to uniquely identify the element in the IVR Script.

    Labels can contain a maximum of 21 characters and must be unique within an IVR script.

  • In the Invite message list, choose the audio file the IVR script plays to prompt the caller to enter specific numerical information.
  • In the Invalid message list, choose the audio file the IVR script plays if the caller responds to the invite message prompt with an invalid entry.
  • In the Empty message list, choose the audio file the IVR script plays if the caller does not respond to the invite message prompt within 10-seconds.
  • In the Data to collect list, select the CRM data to request or require from the user.
  • Select Entry is mandatory to require that the user supply a valid response to the prompt before enabling them to proceed beyond the Get Value object.

Exit points:

The Get Value object uses the value of the caller's response to transfer control to the script sequence specified within the following exit points:

  • found equals true if the caller's numerical entry matches the CRM data that was specified in the Data to Collect list.

    If Entry is Mandatory is disabled, or the value to be matched is stored in an external variable, the script exits.

  • empty equals true if Entry is Mandatory is enabled, and the caller does not supply a value.
  • too many invalid equals true if Entry is Mandatory is enabled and the caller made three incorrect attempts to supply a valid response.

Voice Recording Settings

If your Virtual Contact Center operates in jurisdictions which require seeking caller's permission before recording a call, the caller's choice must be able to override the queue and agent level recording settings as well as the agent's record on demand capability.

Use the Voice Recording Settings object to determine the circumstances under which a call may be recorded. For more information on the usability of the object, refer to

Parameters:

  • In the Label text entry area type the alphanumeric label used to uniquely identify the element in the IVR Script.

    Labels can contain a maximum of 21 characters and must be unique within an IVR script.

  • In the Permission to record, select one of the four options.
    • Keep prior setting: Keep prior setting for automatic and agent initiated recording
    • Not asked: No automatic recording but allow agent to initiate recording
    • Granted: Follow Agent & Queue recording settings for automatic recording and allow agent to initiate recording
    • Denied: No automatic recording and do not allow agent to initiate recording

When Record % of calls is applicable then IVR, Queue and Agent voice recording percentages are applied.

  • In the Automatic Call Recording, based on the settings in Permission to record, one of the following four options get automatically selected or you can select an option to override the default.

    • Keep prior setting: Keep prior setting for automatic recording
    • Record this call: The current call is recorded
    • Do not record this call: The current call is not automatically recorded
    • Record % of calls: IVR %, Queue % and Agent % probabilities are used to determine if the call is recorded automatically or not
  • In the Allow agent to initiate recording, based on the settings in Permission to record, one of the following three options get automatically selected or you can select an option to override the default.

    • Keep prior setting: Keep prior setting for agent initiated recording
    • Yes: Allow agent to initiate recording of this call
    • No: Do not allow agent to initiate recording of this call

 

Play

Use the Play object to play an audio file in a particular location in the IVR script.

Parameters:

  • In the Label text entry area type the alphanumeric label used to uniquely identify the element in the IVR Script.

    Labels can contain a maximum of 21 characters and must be unique within an IVR script.

  • In the Played message list, choose the audio file the IVR script plays when at a specific location in the IVR script.

Exit points:

No exit points.

Check Picklist

Use the Check Picklist object to evaluate the value of a particular item from the CRM database.

Perform a Check Picklist comparison after you have used the Check ANI or Get Value object to load a customer or case record into memory.

Parameters:

  • In the Label text entry area type the alphanumeric label used to uniquely identify the element in the IVR Script.

    Labels can contain a maximum of 21 characters and must be unique within an IVR script.

  • In the Data to test list, choose the picklist field to evaluate.
  • In the Select operator list, choose the equal to or not equal to comparison operator.
  • In the Select values list, choose the picklist values for the data element specified by the Data to test list, above.

Exit points:

The Check Picklist object transfers control to the script sequence specified within the following exit points:

  • matched equals true if one of the selected values equals the value of a record in the Internal CRM.
  • not matched equals true if one of the selected values does not equal the value of a record in the Internal CRM.
Set Agent

Set Agent object facilitates direct agent access. Set Agent checks if ANI or case number associated with an incoming call has corresponded with an agent on previous calls and provides call routing choices based on the search result.

Set Agent allows you to look up agents based on the following parameters:

  • Case created by: Find the agent who created the case.
  • Case last worked by: Find the agent who last worked on the case.
  • Case assigned to: Find the agent who is assigned to the case.
  • Channel linked to: Find the agent who is linked to the channel the call was channeled through. Use this option to back track to
  • None: Find an agent by name. By selecting this option, the option to Choose Agent shows up. Click the link and select an agent from the list.

Set Agent may return empty if there is no agent associated with ANI/ case number.

Exit points:

The Set Agent object uses the returning value from the search above to transfer control to the script sequence specified within the following exit points:

  • agent found equals true if the caller's phone number or the case look up retrieves an agent who previously corresponded with the contact.
  • agent not found equals true if the caller's phone number or the case number does not retrieve any agent who worked with the contact.
Transfer to Agent

The Transfer to Agent object connects the caller to the agent.

  • Use this object with Set Agent to find agents based on case look up and then transfer the call.
  • Use this object without Set Agent to transfer calls directly to the agent with a personal channel. The agent must be assigned with a personal channel.

Transfer to Agent object provides options which support transferring a call to agent even if status is:

  • busy
  • on break
  • working offline
  • logged off

If you do not select any option, then the call is transferred only if the agent status is Available.

If transfer is successful, change agent status to busy - is enabled by default. The agent is offered post processing state after terminating the call.

The object supports separate logic as why a call may not reach the target agent depending on the agent’s real-time state.

The option 'If transfer is successful, change agent status to busy' is enabled by default and the agent is offered post processing state after terminating the call.

Exit points:

The Transfer to Agent object uses the following exit points:

  • Busy equals true if the agent status is busy.
  • on break equals true if the agent is on break.
  • working offline equals true if the agent is working offline
  • logged off equals true if the agent is logged off.
  • rejected by agent equals true if the agent rejected the call
  • invalid agent id equals true if the agent found from ANI or case look up is found invalid.
  • ring no answer equals true if the agent's phone rang but the agent failed to answer.
Transfer to Agent Voice Mail

The Transfer to Agent Voicemail object allows a caller deposit a voicemail for an agent. It assumes the agent is already set through Set Agent object or Get Value object. The following parameters dictate the call flow.

Parameters

  • Name: In the Name text entry area type the alphanumeric label used to uniquely identify the element in the IVR Script for the Forward to agent element. It can contain a maximum of 21 characters and must be unique within an IVR script.
  • Personal Invite: You can set different greetings to inform the caller the available options. The options available under Personal Invite indicate the agent specific greeting that will be played back to the caller when the call routes through this primitive. The following options act as templates for the actual prompts:
    • AgentPersonalGreeting: Plays the personal recording done by the agent through verification call.
    • AgentPersonalrecording_1 to AgentPersonalrecording_6: An agent can also record a maximum of 10 personal recordings using the Agent Console and any one of the first six of these personal recordings can be played back to the caller. This is done when the administrator sets the Personal Invite to one of these options.
  • Impersonal Invite: If the personal recording of the agent is not available, the IVR system falls back on the Impersonal Invite message. These are the audio prompts that are available to Virtual Contact Center through the Home > Audio Files interface.
  • Digit to opt out: A caller is forced to deposit a voice mail when the “Digit to opt out” is set to false. When it is set to true then the caller has the option of leaving a voice mail or go back to the IVR system through the “opt out exit” point. This is similar to the “resume” in “ForwardToAgent” primitive in the legacy Virtual Contact Center. When opt out is set to true, the caller can press any dtmf key to navigate to the “opt out” exit point.

Exit Points:

  • opt out: allows the caller to opt out of voicemail.
  • agent not configured for VM: If the “Activate agent’s voice mail” checkbox in the Phone tab of the Agent configuration on Configuration Manager is unchecked then the caller will be directed to the “agent not configured for VM” exit point even when the agent id is set.
  • invalid agent id: If the agent id is not set before this primitive is encountered, the caller is directed to this exit point.

Forward to agent

Note: Due to the constraints of 'Forward to Agent' object, we recommend using 'Set Agent', 'Transfer to Agent' objects to set up direct access to agents. Please note the 'Forward to Agent' object will be obsolete on new Virtual Contact Center subscriptions past 8.1 release.

If your Virtual Contact Center uses the direct agent access feature, in the Menu script object described earlier in this table, you can use the Forward to agent object to forward the caller to an agent's phone.

The Forward to agent object does not function unless contained in the extension exit point of a Menu object.

The Virtual Contact Center rings the agent's phone for the number of seconds specified in the Agents Page, Access tab, Voicemail and Prompting timeout list. For information about the Agents page, Access, tab, see Summary of Access Tab Options, on page 1.

Parameters:

  • In the Label text entry area type the alphanumeric label used to uniquely identify the element in the IVR Script for the Forward to agent element.

    Labels can contain a maximum of 21 characters and must be unique within an IVR script.

  • In the Message list, if agent voice mail is activated, then choose the audio file the IVR script plays immediately before forwarding the caller to the Agent's voicemail.
  • In the Invalid Extension Message list, choose the audio file the IVR script plays if the caller supplies an invalid 3-digit agent extension.8

Exit points:

The Forward to agent object uses the value of the extension entered by the caller to transfer control to the script sequence specified within the following exit points:

  • resume equals true if the caller enters * instead of leaving a voice message.

    Use the resume label to transfer a caller who does not leave a message to another location in the IVR script.

  • too many invalid equals true if the caller dials an invalid agent extension three times.

Test Queue

 

Use the Test Queue object to check the condition of a queue before entering a queue. Test queue provides a set of conditions which when met, triggers specified actions. The test queue object gives IVR designer a lot more routing and announcement flexibility by allowing testing queue status repeatedly.

Parameters:

  • In the Label text entry area type the alphanumeric label used to uniquely identify the element in the IVR Script.

    Labels can contain a maximum of 21 characters and must be unique within an IVR script.

  • In the Queue name list, choose the phone queue to test the condition.

  • Use the Condition Matched area to determine routing choices based on Agent availability or queue performance.

    • To route the call differently, or to provide the caller with choices when there is no qualified agent available to immediately accept the interaction, select there are no qualified agents waiting.

    • To route the call differently, or to provide the caller with choices when there is no qualified agent logged in to immediately accept the interaction, select there are no qualified agents logged in.

      Qualified agents refer to agents set up to receive interactions from the queue specified in the Queue name list.

    • To evaluate the condition of a selected queue, then route the call based on the test results of that performance, select Enable queue tests below.

      Perform one or all of the following tests:

      • there are___calls in queue ahead of this call: Enter the maximum number of calls that can be ahead of the current call.
      • there is a call in this queue that has been waiting longer than ___ seconds: Enter the maximum time that a call in the queue has waited in the queue .
      • the instantaneous expected wait-time calculation exceeds___seconds: Enter a time duration in seconds.

Exit points:

Test Queue has two exit points:

  • Condition Matched
  • Condition not Matched.

The Test Queue object transfers control to the script sequence specified under the exit points based on the following test results:

  • There are no qualified agents waiting in the queue
  • There are no qualified agents logged in
  • There are n number of calls in the queue ahead of this call where n is the number specified in the test.
  • There is a call waiting longer than the specified time in the queue
  • The instantaneous expected wait time calculation for a call exceeds the specified time.

    The expected-wait-time calculation is useful only when there are more than 20 qualified agents assigned to the queue and active. Mathematical uncertainty with fewer than 20 active, similarly skilled agents may produce unexpected results.

One of the many ways the condition matched, or condition not matched exit point can be used is to trigger another test, or provide the caller with a choice of waiting in queue when no agent is available, or to leave a voicemail, or inform the caller of an approximate waiting time, and then forward to queue.

For example, if there is a call in the queue that has waited longer than 120 seconds, you can insert the Play object under the Condition matched exit point to play a message informing the caller of an expected waiting time for the call to be answered. You can then use the Forward to Queue object to route the call to a queue.

Forward to queue

Use the Forward to queue object to forward a phone interaction to a specific phone queue.

Parameters:

  • In the Label text entry area type the alphanumeric label used to uniquely identify the element in the IVR Script.

    Labels can contain a maximum of 21 characters and must be unique within an IVR script.

  • In the Queue name list, choose the target phone queue to receive the call.

    For more information about modifying the default queue forwarding behavior, see the information about the Take the Overload path if area, below.

  • Use the Take the Overload path if area to determine routing choices based on Agent availability or queue performance.

    • To route the call differently, or to provide the caller with choices when there is no qualified agent available to immediately accept the interaction, select there are no qualified agents waiting.

    • To route the call differently, or to provide the caller with choices when there is no qualified agent logged in to immediately accept the interaction, select there are no qualified agents logged in.

      Qualified agents means agents assigned to receive interactions from the queue specified in the Queue name list.

    • To evaluate the selected queue's performance, then route the call based on the results of that performance, select Enable queue overload tests.

      • If you selected Enable queue overload tests, then perform one or all of the following tests:

        • there are___calls in queue ahead of this call: Enter the maximum number of calls that can be ahead of the current call.
        • there is a call in this queue that has been waiting longer than ___ seconds: Enter the maximum time that a call in the queue has waited in the queue under test.
        • the instantaneous expected wait-time calculation exceeds___seconds: Enter a time duration in seconds.

Exit points:

The Forward to Queue object transfers control to the script sequence specified under the overload exit point as follows.

  • There are no qualified agents waiting in the queue
  • There are no qualified agents logged in
  • There are n number of calls in the queue ahead of this call where n is the number specified in the test.
  • There is a call waiting longer than the specified time in the queue
  • The instantaneous expected wait time calculation for a call exceeds the specified time.

    The expected-wait-time calculation is useful only when there are more than 20 qualified agents assigned to the queue and active. Mathematical uncertainty with fewer than 20 active, similarly skilled agents may produce unexpected results.

The overload exit point can be used to provide the caller with a choice of waiting in queue when no agent is available or to leave a voicemail.

For example, in the Forward to Queue object's overload exit point, insert the Forward to voice mail object to route the call based on the caller’s response to a prompt of the form "Press 1 to leave a message or remain on the line to speak to the next available agent"; if the caller does not press one, the script transfers the call to the queue specified in the Queue Name list.

Forward to voice mail

Use the Forward to voice mail object to transfer phone interactions to a selected voice mail queue.

If the Forward to voice mail object is inserted under the overload exit point of a Forward to Queue object, the caller can choose between waiting in queue or transferring to voicemail.

Parameters:

  • In the Label text entry area type the label used to uniquely identify the element in the IVR Script.

    Labels can contain a maximum of 21 characters and must be unique within an IVR script.

  • In Invite Message list, choose the audio file that directs the caller to press 1 to leave a voice mail message.

    The audio file must direct the caller to press 1 to leave a voice mail: No other number will work.

    If the Access to voice mail is mandatory option, described below, is selected, then the IVR script forcibly transfers the call to voice mail.

  • In the Queue name list, choose the voice mail queue that receives calls transferred to voice mail.
  • Select Access to voice mail is mandatory to have the IVR script forcibly transfer calls to the voice mail queue.

Exit points:

No exit points.

Forward to External IVR

 

Use the Forward to External IVR object to forward a phone interaction to an external IVR server. This redirects an incoming call to an external SIP URI address, or a phone number, which lands on an external IVR system. You can complete a self service authentication on an external IVR server, and resume the call as desired by the customer. The entry point for an incoming call remains the Virtual Contact Center IVR, with external IVR as an additional tree node within it.

The object allows data exchange between the external IVR server, and theVirtual Contact Centerserver through a RESTful API interface. The data flow requires a SIP connection.

Parameters:

  • In the Label text entry area type the alphanumeric label used to uniquely identify the element in the IVR Script.

    Labels can contain a maximum of 21 characters and must be unique within an IVR script.

  • In the Phone number text entry area, type the complete phone number the IVR script dials when transferring a phone interaction.

    The Phone number text entry area accepts only the numeric characters 0-9.

    • In the United States, phone numbers, must be of the form:

      1+three-digit area code+seven-digit phone number

      In the United States, when typing numbers into text entry areas, always preface the area code with 1.

    • Outside the United States, must be of the form:

      Country Code+phone number

Exit points:

Resume- Provides the capability to resume within theVirtual Contact Center IVR tree on detecting a hang-up event on the External IVR server, and redirects a call to a predefined or assigned destination.

Forward to external number

Use the Forward to external number object to forward a phone interaction to a phone number that is not managed by the Virtual Contact Center.

Parameters:

  • In the Label text entry area type the alphanumeric label used to uniquely identify the element in the IVR Script.

    Labels can contain a maximum of 21 characters and must be unique within an IVR script.

  • In the Phone number text entry area, type the complete phone number the IVR script dials when transferring a phone interaction.

    The Phone number text entry area accepts only the numeric characters 0-9.

    • In the United States, phone numbers, must be of the form:

      1+three-digit area code+seven-digit phone number

      In the United States, when typing numbers into text entry areas, always preface the area code with 1.

    • Outside the United States, must be of the form:

      Country Code+phone number

Exit points:

No exit points.

Label

Use the Label object in combination with the Goto object, described later in this table, to redirect call processing to any location in the IVR script. The Goto object redirects the interaction to the parameter of a Label object.

Parameters:

In the Label text entry area type the alphanumeric label used to uniquely identify the element in the IVR Script.

Labels can contain a maximum of 21 characters and must be unique within an IVR script.

Exit points:

No exit points.

Goto

Use the Goto object to redirect the script to continue running at some labeled location in the script.

Parameters:

In the Destination list, choose a labeled script location.

Exit points.

No exit points.

Hang up

Use the Hang up object to disconnect a phone interaction.

The IVR disconnects a phone interaction if the call has not been forwarded to queue, voicemail or an external number, and the script flow contains no further script objects.

In the Label text entry area type the alphanumeric label used to uniquely identify the element in the IVR Script.

Labels can contain a maximum of 21 characters and must be unique within an IVR script.

Exit points.

No exit points.

Default Termination

 

IVR tree has two objects:

  • Main IVR
  • Default Terminating Node

The default termination node is the last node in the IVR tree and cannot be deleted from the tree. You can add IVR objects between these nodes only.Default Termination node catches all calls that would drop on reaching a non terminating exit criterion such as Play or Label in the IVR script, and routes them with four exit options:

  • Forward to Queue: Directs the call to a queue.
  • Forward to Voice Mail: Directs the call to a voice mail queue.
  • Forward to External Number: Forwards the call to an external phone number.
  • Hang up : Terminates the call.

 

 

See Also

 


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