Cisco Customer Response Applications Editor Step Reference Guide (3.1)
Media Step Descriptions

Table of Contents

Media Step Descriptions
Explicit Confirmation
Extended Get Digit String
Extended Play Prompt
Get Digit String
Implicit Confirmation
Menu
Name To User
Play Prompt
Recording
Send Digit String
Simple Recognition
Voice Browser

Media Step Descriptions


The steps in the Media palette of the Cisco Customer Response Applications (CRA) Editor provide script designers with a way to process media interactions with callers.

Media interactions can include playing or recording prompts and acquiring Dual Tone Multi-Frequency (DTMF) or speech input.

All media steps work with either DTMF or Automatic Speech Recognition (ASR) input with the exception of the Voice Browser step, which works only with ASR.

The Media palette contains the following steps:

Figure 7-1 shows the steps in the Media palette as they appear in the Palette pane of the CRA Editor.


Figure 7-1   Media Palette Steps



Note   If you apply any of these Media steps to a contact that is not associated with a Media channel (also called a dialog channel), a ChannelUnsupportedException results.

Explicit Confirmation

Use the Explicit Confirmation step to confirm an explicit response to a prompt.

The Explicit Confirmation step is defined with a default grammar that accepts the following:

  • DTMF—Use 1 for yes and 2 for no.
  • ASR—Use typical yes or no grammar in proper language.

You can override the default grammar with a caller-defined grammar. (For more information about requirements for defining grammars, see "Grammar Step Descriptions" in this guide and refer to the "Using Grammars" section on page 2-12 in the Cisco Customer Response Applications Developer Guide.)


Note   Tags for grammars are case-sensitive.

The customizer window of the Explicit Confirmation step contains three tabs:

The following sections describe these tabs.

General

Use the General tab of the Explicit Confirmation customizer window to select the contact on which to perform the confirmation, and to set the Interruptible option.

Figure 7-2 shows the General tab of the Explicit Confirmation customizer window.


Figure 7-2   Explicit Confirmation Customizer Window—General Tab


Table 7-1 describes the properties of the General tab of the Explicit Confirmation customizer window.

Table 7-1   Explicit Confirmation Properties—General Tab

Property Description

Contact

Contact that triggers the execution of the step.

Default is the Triggering Contact, unless another contact is specified.

Interruptible

If Yes, an external event (such as an agent becoming available or a caller hanging up) can interrupt the step.

If No, the step must complete before any other process can execute.

To use the General tab of the Explicit Confirmation customizer window to specify the contact that triggers the execution of the Explicit Confirmation step, perform the following procedure:

Procedure

Step 1   From the Contact drop-down menu, choose the Contact variable that is to be confirmed.

Step 2   In the Interruptible field, click the Yes radio button to allow an external event to interrupt the step, or click, or click the No radio button to require the step to complete before any other process can execute.

Step 3   Click Apply.

You are now ready to configure the Prompts tab of the Explicit Confirmation customizer window.





Prompts

Use the Prompts tab of the Explicit Confirmation customizer window to specify initial, error, and timeout prompts and to set Barge In and Continue On Prompt Errors options.

Figure 7-3 shows the Prompts tab of the Explicit Confirmation customizer window.


Figure 7-3   Explicit Confirmation Customizer Window—Prompts Tab


Table 7-2 describes the properties of the Prompts tab of the Explicit Confirmation customizer window.

Table 7-2   Explicit Confirmation Properties—Prompts Tab

Property Description

Initial Prompt

First prompt to be played back.

Error Prompt

Prompt to be played in the event of an input error.

Timeout Prompt

Prompt to be played in the event of a timeout.

Barge In

If Yes, the caller can interrupt the prompt.

If No, the prompt must complete playback before the caller can respond.

Continue on Prompt Errors

If Yes, the step continues with the next prompt in the list if a prompt error occurs, or, if this prompt was the last in the list, the step waits for input from the caller.

If No, an exception results, which can then be handled in the script.

To use the Prompts tab of the Explicit Confirmation customizer window to specify prompts and prompt status, perform the following procedure:

Procedure

Step 1   In the Initial Prompt field, enter a value directly or take one of the following actions:

  • From the Initial Prompt drop-down menu, choose a prompt variable.
  • Click the Expression Editor (...) button and enter a prompt expression.

Step 2   In the Error Prompt field, enter a value directly or take one of the following actions:

  • In the Error Prompt drop-down menu, choose a prompt variable.
  • Click the Expression Editor (...) button and enter a prompt expression.

Step 3   In the Timeout Prompt field, enter a value directly or take one of the following actions:

  • In the Timeout Prompt drop-down menu, choose a prompt variable.
  • Click the Expression Editor (...) button and enter a prompt expression.

Step 4   In the Barge In field, click the Yes radio button to allow the caller to interrupt the prompt, or click the No radio button to require the prompt to complete playback before the caller can respond.

Step 5   In the Continue on Prompt Errors field, click the Yes radio button to instruct the step to continue with the next prompt in the list if an error occurs in a prompt, or click the No radio button to cause an exception to result.

Step 6   Click Apply.

You are now ready to configure the Input tab of the Explicit Confirmation customizer window.





Input

Use the Input tab of the Explicit Confirmation customizer window to set timeout duration, maximum number of retries, and Flush Input Buffer options. Also use the Input tab to specify a grammar expression.

Figure 7-4 shows the Input tab of the Explicit Confirmation customizer window.


Figure 7-4   Explicit Confirmation Customizer Window—Input Tab


Table 7-3 describes the properties of the Input tab of the Explicit Confirmation customizer window.

Table 7-3   Explicit Confirmation Properties—Input Tab

Property Description

Timeout (in sec)

Amount of time that the step waits for a response before timing out.

Maximum Retries

Number of times a new entry can be entered after a timeout or invalid key.

Flush Input Buffer

If Yes, the system erases previously entered input before capturing caller input.

If No, the system does not erase previously entered input before capturing caller input.

Grammar

Optional grammar expression to be used for recognizing Yes or No.

If supplied, the grammar will override the system default grammar.

To use the Input tab of the Explicit Confirmation customizer window to specify the values of various types of input, perform the following procedure:

Procedure

Step 1   From the Timeout (In Sec) drop-down menu, choose the amount of time that the step waits for a response before timing out.

Step 2   From the Maximum Retries drop-down menu, choose the number of times a new entry can be entered after a timeout or invalid key.

Step 3   In the Flush Input Buffer field, click the Yes radio button to cause the system to erase previously entered input before capturing new caller input, or click the No radio button to allow callers to type ahead and have the input saved.

Step 4   In the Grammar field, enter a value directly or take one of the following actions:

  • From the Grammar drop-down menu, choose the variable that contains the grammar value.
  • Click the Expression Editor (...) button and enter a grammar expression.

Step 5   Click OK.

The Explicit Confirmation customizer window closes, and the name of the triggering contact appears next to the Explicit Confirmation step icon in the Design pane of the CRA Editor.





Extended Get Digit String

Use the Extended Get Digit String step to capture either spoken or DTMF entries based on information defined at run time. If you are using ASR, digits can be spoken in the particular language of the call.

This step waits for input until the caller does one of the following:

  • Presses the terminating key (DTMF only)
  • Exhausts the maximum number of retries
  • Enters the maximum number of keys (DTMF only)
  • Does not respond before the timeout length is reached

  • Note   When any previous escalating prompt in the script enters the Extended Get Digit String step, it is reset to the first prompt in its list.

The Extended Get Digit String step behaves exactly like the Get Digit String step, with two exceptions. First, with the Extended Get Digit String step, you can enter a Boolean expression for the Interruptible and Clear DTMF Buffer on Retry fields. Second, although the same limits apply to both steps, most of the Extended Get Digit String properties can be defined using variables or grammar expressions that can be changed while the script is running.

The terminator key and the cancel key support Character objects as well as String objects. When a string is passed as the terminator or cancel key, only the first character of the string is used. The special string "none" can be used to specify that either no terminator key or no cancel key is required.

The Extended Get Digit String step produces the following output branches:

  • Successful—Input was valid.
  • Timeout—After the retry limit was reached, the last try timed out.
  • Unsuccessful—After the retry limit was reached, an invalid key was pressed.

Note    When an error output branch is reached, all collected digits are returned and stored in a specified input variable.

The customizer window of the Extended Get Digit step contains four tabs:

The following sections describe these tabs.

General

Use the General tab of the Extended Get Digit String customizer window to choose a contact on which to perform the Get Digit String operation, specify the variable that will hold the resulting digit string, and set the Interruptible option.

Figure 7-5 shows the General tab of the Extended Get Digit String customizer window.


Figure 7-5   Extended Get Digit String Customizer Window—General Tab


Table 7-4 describes the properties of the General tab of the Extended Get Digit String customizer window.

Table 7-4   Extended Get Digit String—General Tab Properties

Property Description

Contact

Contact that triggers the execution of the step.

Default is the Triggering Contact, unless another contact is specified.

Result Digit String

Variable that holds the resulting digit string.

Interruptible

If True, an external event (such as an agent becoming available or a caller hanging up) can interrupt the step.

If False, the step must complete before any other process can execute.

To use the General tab of the Extended Get Digit String customizer window to specify the contact that triggers the execution of the Extended Get Digit String step, perform the following procedure:

Procedure

Step 1   From the Contact drop-down menu, choose the Contact variable that triggers the execution of the step.

Step 2   From the Result Digit String drop-down menu, choose the variable that stores the resulting digit string.

Step 3   In the Interruptible field, enter a value directly or take one of the following actions:

  • From the Interruptible drop-down menu, choose a Boolean variable.
  • Click the Expression Editor (...) button and enter an expression that specifies under what conditions the script is to be interruptible.

Step 4   Click Apply.

You are now ready to configure the Prompt tab of the Extended Get Digit String customizer window.





Prompt

Use the Prompt tab of the Extended Get Digit String customizer window to choose the prompt input variable and set Barge In and Continue On Prompt Error options.

Figure 7-6 shows the Prompt tab of the Extended Get Digit String customizer window.


Figure 7-6   Extended Get Digit String Customizer Window—Prompt Tab


Table 7-5 describes the properties of the Prompt tab of the Extended Get Digit String customizer window.

Table 7-5   Extended Get Digit String—Prompt Tab Properties

Property Description

Prompt Input

Prompt used to prompt the caller to input a digit string.

Barge In

If True, the caller can interrupt the prompt.

If False, the prompt must complete playback before the caller can respond.

Continue on Prompt Error

If True, the step continues with the next prompt in the list if a prompt error occurs, or, if this prompt was the last in the list, the step waits for input from the caller.

If False, an exception results, which can then be handled in the script.

To configure the properties of the Prompt tab of the Extended Get Digit String customizer window, perform the following procedure:

Procedure

Step 1   In the Prompt Input field, take one of the following actions:

  • Enter a value directly.
  • From the Prompt Input drop-down menu, choose the Prompt variable that specifies the prompt to be played.

Step 2   In the Barge In field, enter a value directly or take one of the following actions:

  • From the Barge In drop-down menu, choose a Boolean variable.
  • Click the Expression Editor (...) button and enter an expression that specifies under what conditions the caller can interrupt the prompt.

Step 3   In the Continue on Prompt Error field, enter a value directly or take one of the following actions:

  • From the Continue on Prompt Error drop-down menu, choose a Boolean variable.
  • Click the Expression Editor (...) button and enter an expression that specifies under what conditions the script should continue in the event of a prompt error.

Step 4   Click Apply.

You are now ready to configure the Input tab of the Extended Get Digit String customizer window.





Input

Use the Input tab of the Extended Get Digit String customizer window to set input properties. (See Figure 7-7 .)


Figure 7-7   Extended Get Digit String Customizer Window—Input Tab


Table 7-6 describes the properties of the Input Tab of the Extended Get Digit String customizer window.

Table 7-6   Extended Get Digit String—Input Tab Properties

Property Description

Input Length

Maximum number of digits or characters. When this limit is reached, the script uses input already entered.

Maximum Retries

Number of times the entry can be started over after a timeout or an invalid key. A "0" value means that no retry is allowed; in this case, the script must handle the retry scenario.

Initial Timeout (sec)

Amount of time the system will wait for initial input from the caller.

Interdigit Timeout (sec)

Amount of time that the system will wait for the caller to enter the next digit, after receiving initial input from the caller.

Flush Input Buffer

If True, the system erases previously entered input before capturing caller input.

If False, the system does not erase previously entered input before capturing caller input.

Clear DTMF Buffer on Retry

If True, the script clears the DTMF buffer before each retry.

If False, the script does not clear the DTMF buffer before each retry.

To configure the properties of the Input tab of the Extended Get Digit String customizer window, perform the following procedure:

Procedure

Step 1   In the Input Length field, enter a value directly or take one of the following actions:

  • From the Input Length drop-down menu, choose the variable that contains the input length value.
  • Click the Expression Editor (...) button and enter an expression that specifies the input length value.

Step 2   In the Maximum Retries field, enter a value directly or take one of the following actions:

  • From the Maximum Retries drop-down menu, choose the variable that contains the maximum retries value.
  • Click the Expression Editor (...) button and enter an expression that specifies the maximum retries value.

Step 3   In the Initial Timeout (sec) field, enter a value directly or take one of the following actions:

  • From the Initial Timeout (sec) drop-down menu, choose the variable that contains the initial timeout value.
  • Click the Expression Editor (...) button and enter an expression that specifies the initial timeout value.

Step 4   In the Interdigit Timeout (sec) field, enter a value directly or take one of the following actions:

  • From the Interdigit Timeout (sec) drop-down menu, choose the variable that contains the interdigit timeout value.
  • Click the Expression Editor (...) button and enter an expression that specifies the interdigit timeout value.

Step 5   In the Flush Input Buffer field, enter a value directly or take one of the following actions:

  • From the Flush Input Buffer drop-down menu, choose the Boolean variable that contains the flush input buffer value.
  • Click the Expression Editor (...) button and enter an expression that specifies the flush input buffer value.

Step 6   In the Clear DTMF Buffer on Retry field, enter a value directly or take one of the following actions:

  • From the Clear DTMF Buffer on Retry drop-down menu, choose the Boolean variable that contains the Clear DTMF Buffer on Retry value.
  • Click the Expression Editor (...) button and enter an expression that specifies the Clear DTMF Buffer on Retry value.

Step 7   Click Apply.

You are now ready to configure the DTMF Control tab of the Extended Get Digit String customizer window.





DTMF Control

Use the DTMF Control tab of the Extended Get Digit String customizer window to set the terminating key, cancel key, and input filter values.

Figure 7-8 shows the DTMF Control tab of the Extended Get Digit String customizer window.


Figure 7-8   Extended Get Digit String Customizer Window—DTMF Control Tab


Table 7-7 describes the properties of the DTMF Control tab of the Extended Get Digit String customizer window.

Table 7-7   Extended Get Digit String—DTMF Control Tab Properties

Property Description

Terminating Key

Key used to indicate the end of caller input. The terminating key overrides the Maximum Input Length to terminate input.

Leaving this field empty or setting it to "none" or "n" means that no terminating key exists.

Note Only the first character of the string is used.

Cancel Key

Key the caller presses to start over. Leaving this field empty or setting it to "none" or "n" means that no cancel key exists.

Note Only the first character of the string is used.

Input Filter

Expression that defines the valid DTMF keys that can be entered in the DTMF keypad (excluding the terminating and cancel keys).

To configure the properties of the DTMF Control tab of the Extended Get Digit String customizer window, perform the following procedure:

Procedure

Step 1   In the Terminating Key field, enter a value directly or take one of the following actions:

  • From the Terminating Key drop-down menu, choose the variable that contains the terminating key value.
  • Click the Expression Editor (...) button and enter an expression that specifies the terminating key value.

Step 2   In the Cancel Key field, enter a value directly or take one of the following actions:

  • From the Cancel Key drop-down menu, choose the variable that contains the cancel key value.
  • Click the Expression Editor (...) button and enter an expression that specifies the cancel key value.

Step 3   In the Input Filter field, enter a value directly or take one of the following actions:

  • From the Input Filter drop-down menu, choose the variable that contains the input filter value.
  • Click the Expression Editor (...) button and enter an expression that specifies the input filter value.

Step 4   Click OK.

The Extended Get Digit String customizer window closes, and the name of the triggering contact and the name of the result digit string variable appear in the Design pane of the CRA Editor.





Extended Play Prompt

Use the Extended Play Prompt step to play prompts back to the caller.

The Extended Play Prompt step behaves exactly like the Play Prompt step, with the exception that you can use the Expression Editor to assign values to the Interruptible, Barge In, Continue On Prompt Errors, and Flush Input Buffer options for greater script flexibility.


Note   When any previous escalating prompt in the script enters the Extended Play Prompt step, it is reset to the first prompt in its list.

The customizer window of the Extended Play Prompt step contains three tabs:

The following sections describe these tabs.

General

Use the General tab of the Extended Play Prompt customizer window to specify the triggering contact and set the Interruptible option.

Figure 7-9 shows the General tab of the Extended Play Prompt customizer window.


Figure 7-9   Extended Play Prompt Customizer Window—General Tab


Table 7-8 describes the properties of the General tab of the Extended Play Prompt customizer window.

Table 7-8   Extended Play Prompt—General Tab Properties

Property Description

Contact

Contact that triggers the execution of the step.

Default is the Triggering Contact, unless another contact is specified.

Interruptible

If True, an external event (such as an agent becoming available or a caller hanging up) can interrupt the step.

If False, the step must complete before any other process can execute.

To specify the contact that triggers the execution of the Extended Play Prompt step, perform the following procedure in the General tab of the Extended Play Prompt customizer window:

Procedure

Step 1   From the Contact drop-down menu, choose the Contact variable that triggers the execution of the step.

Step 2   In the Interruptible field, enter a value directly or take one of the following actions:

  • From the Interruptible drop-down menu, choose a Boolean variable.
  • Click the Expression Editor (...) button and enter a valid expression that specifies under what conditions the script is to be interruptible.

Step 3   Click Apply.

You are now ready to configure the Prompt tab of the Extended Play Prompt customizer window.





Prompt

Use the Prompt tab of the Extended Play Prompt customizer window to select the Prompt variable and set the Barge In and Continue on Prompt Error options.

Figure 7-10 shows the Prompt tab of the Extended Play Prompt customizer window.


Figure 7-10   Extended Play Prompt Customizer Window—Prompt Tab


Table 7-9 describes the properties of the Prompt tab of the Extended Play Prompt customizer window.

Table 7-9   Extended Play Prompt—Prompt Tab Properties

Property Description

Prompt

Specifies which prompt is to be played.

Barge In

If True, the caller can interrupt the prompt.

If False, the prompt must complete playback before the caller can respond.

Continue on Prompt Error

If True, the step continues with the next prompt in the list if a prompt error occurs, or, if this prompt was the last in the list, the step waits for input from the caller.

If False, an exception results, which can then be handled in the script.

To configure the properties of the Prompt tab of the Extended Play Prompt customizer window, perform the following procedure:

Procedure

Step 1   In the Prompt field, enter a value directly or take one of the following actions:

  • From the Prompt drop-down menu, choose the prompt to be played.
  • Click the Expression Editor (...) button and enter a valid expression.

Step 2   In the Barge In field, enter a value directly or take one of the following actions:

  • From the Barge In drop-down menu, choose a Boolean variable.
  • Click the Expression Editor (...) button and enter a valid expression that specifies under what conditions the caller can interrupt the prompt.

Step 3   In the Continue on Prompt Error field, enter a value directly or take one of the following actions:

  • From the Continue on Prompt Error drop-down menu, choose a Boolean variable.
  • Click the Expression Editor (...) button and enter a valid expression that specifies under what conditions the script should continue in the event of a prompt error.

Step 4   Click Apply.

You are now ready to configure the Input tab of the Extended Play Prompt customizer window.





Input

Use the Input tab of the Extended Play Prompt customizer window to configure the Flush Input Buffer option.

Figure 7-11 shows the Input tab of the Extended Play Prompt customizer window.


Figure 7-11   Extended Play Prompt Customizer Window—Input Tab


Table 7-10 describes the property of the Input tab of the Extended Play Prompt customizer window.

Table 7-10   Extended Play Prompt—Input Tab Property

Property Description

Flush Input Buffer

If True, the system erases previously entered input before capturing caller input.

If False, the system does not erase previously entered input before capturing caller input.

To configure the Flush Input Buffer property of the Input tab of the Extended Play Prompt customizer window, perform the following procedure:

Procedure

Step 1   In the Flush Input Buffer field, enter a value directly or take one of the following actions:

  • From the Flush Input Buffer drop-down menu, choose a variable that contains the flush input buffer value.
  • Click the Expression Editor (...) button and enter a valid expression.

Step 2   Click OK.

The Extended Play Prompt customizer window closes, and the name of the triggering contact and the name of the prompt variable appear in the Design pane of the CRA Editor.





Get Digit String

Use the Get Digit String step to capture either a DTMF or spoken digit string from the caller in response to a prompt. When using ASR, the prompt used should ask the caller to "press or say" the digit string, because this step automatically supports spoken digits as well as DTMF digits when executed with ASR.

The Get Digit String step waits for input until the caller does one of the following:

  • Presses the terminating key (DTMF only)
  • Exhausts the maximum number of retries
  • Enters the maximum number of keys (DTMF only)
  • Does not respond before the timeout length is reached

In ASR mode, the step will take an entire spoken digit string but will return the digit result only up the specified Input Length.

Users must speak digits sequentially; for example, 1 2 3 4 must be spoken "one-two-three-four" instead of "twelve thirty-four".


Note   When any previous escalating prompt in the script enters the Get Digit String step, it is reset to the first prompt in its list.

The Get Digit String step provides three output branches:

  • Successful—Input was valid.
  • Timeout—After the retry limit was reached, the last try timed out.
  • Unsuccessful—After the retry limit was reached, an invalid key was pressed or an invalid value was spoken.

  • Note   In the event of an error, the accumulated digits are returned and saved in the specified variable before the script exits through the unsuccessful or timeout output branches.

The customizer window of the Get Digit String step contains four tabs:

The following sections describe these tabs.

General

Use the General tab of the Get Digit String step to choose the contact, specify the variable that will store the digit string, and specify whether or not the step is interruptible by external events.

Figure 7-12 shows the General tab of the Get Digit String customizer window.


Figure 7-12   Get Digit String Customizer Window—General Tab


Table 7-11 describes the properties of the General tab of the Get Digit String customizer window.

Table 7-11   Get Digit String Properties—General Tab

Property Description

Contact

Contact that triggers the execution of the step.

Default is Triggering Contact, unless another contact is specified.

Result Digit String

The name of the variable that stores the digits that the caller enters.

Interruptible

If Yes, an external event (such as an agent becoming available or a caller hanging up) can interrupt the step.

If No, the step must complete before any other process can execute.

To specify the contact that triggers the execution of the Get Digit String step, perform the following procedure in the General tab of the Get Digit String customizer window:

Procedure

Step 1   From the Contact drop-down menu, choose the Contact variable that triggers the execution of the step.

Step 2   In the Interruptible field, click the Yes radio button to allow an external event, such as an agent becoming available, to interrupt the step, or click the No radio button to require the step to complete before any other process can execute.

Step 3   Click Apply.

You are now ready to configure the Prompt tab of the Get Digit String customizer window.





Prompt

Use the Prompt tab of the Get Digit String customizer window to specify a prompt, and to set Barge In and Continue on Prompt Errors options.

Figure 7-13 shows the Prompt tab of the Get Digit String customizer window.


Figure 7-13   Get Digit String Customizer Window—Prompt Tab


Table 7-12 describes the properties of the Prompt tab of the Get Digit String customizer window.

Table 7-12   Get Digit String Properties—Prompt Tab

Property Description

Prompt

Prompt to be played back.

Barge In

If Yes, the caller can interrupt the prompt.

If No, the prompt must complete playback before the caller can respond.

Continue on Prompt Errors

If Yes, the step continues with the next prompt in the list if a prompt error occurs, or, if this prompt was the last in the list, the step waits for input from the caller.

If No, an exception results, which can then be handled in the script.

To configure the properties of the Prompt tab of the Get Digit String customizer window, perform the following procedure:

Procedure

Step 1   From the Prompt drop-down menu, choose the prompt to be played.

Step 2   In the Barge In field, click the Yes radio button to allow the caller to interrupt the prompt, or click the No radio button to require the prompt to complete playback before the caller can respond.

Step 3   In the Continue on Prompt Errors field, click the Yes radio button to instruct the step to continue with the next prompt in the list if an error occurs in a prompt, or click the No radio button to cause an exception to result.

Step 4   Click Apply.

You are now ready to configure the Input tab of the Get Digit String customizer window.





Input

Use the Input tab of the Get Digit String customizer window to set conditions for receiving caller input.

Figure 7-14 shows the Input tab of the Get Digit String customizer window.


Figure 7-14   Get Digit String Customizer Window—Input Tab


Table 7-13 describes the properties of the Input tab of the Get Digit String customizer window.

Table 7-13   Get Digit String Properties—Input Tab

Property Description

Input Length

Maximum number of digits or characters. When this limit is reached, the step stops accumulating digits and returns.

Terminating Key

Key used to indicate the end of caller input (DTMF only). The terminating key overrides the Maximum Input Length to terminate input.

Cancel Key

Key the caller presses to start over.

Maximum Retries

Number of times a new entry can be entered after a timeout or invalid key.

After the maximum number of retries is reached, the step continues on the Timeout or Unsuccessful output branch, depending on whether the last try timed out or an invalid key was entered. Upon retry due to an invalid key, a system prompt plays if none is specified.

A "0" value means that no retry is allowed; in this case, the script must handle the retry scenario.

Initial timeout (in sec)

Amount of time the system waits for initial input from the caller.

Interdigit timeout (in sec)

Amount of time that the system waits for the caller to enter the next digit, after receiving initial input from the caller (DTMF).

Flush Input Buffer

If Yes, the system erases previously entered input before capturing caller input.

If No, the system does not erase previously entered input before capturing caller input.

Clear DTMF Buffer on Retry

If Yes, the step clears the DTMF buffer before each retry.

If No, the step does not clear the DTMF buffer before each retry.

To configure the properties of the Input tab of the Get Digit String customizer window, perform the following procedure:

Procedure

Step 1   In the Input Length text field, enter a number.

Step 2   From the Terminating Key drop-down menu, choose a terminating key.

Step 3   From the Cancel Key drop-down menu, choose a cancel key.

Step 4   From the Maximum Retries drop-down menu, choose a number.

Step 5   From the Initial timeout (in sec) drop-down menu, choose a number.

Step 6   From the Interdigit timeout (in sec) drop-down menu, choose a number.

Step 7   In the Flush Input Buffer field, click the Yes radio button to cause the system to erase previously entered input before capturing new caller input, or click the No radio button to allow callers to type ahead and have the input saved.

Step 8   In the Clear DTMF Buffer on Retry field, click the Yes radio button to clear the DTMF buffer before each retry, or click the No radio button to not clear the DTMF buffer before each retry.

Step 9   Click Apply.

You are now ready to configure the Filter tab of the Get Digit String customizer window.





Filter

Use the Filter tab of the Get Digit String step to specify digits that can be accepted from the caller.

Figure 7-15 shows the Filter tab of the Get Digit String customizer window.


Figure 7-15   Get Digit String Customizer Window—Filter Tab


Table 7-14 describes the property of the Filter tab of the Get Digit String customizer window.

Table 7-14   Get Digit String Properties—Filter Tab

Property Description

Digit selection box

Use the Filter tab to specify the digits that you want to accept from the caller (excluding the terminating and cancel keys). If the caller enters digits that you do not choose, the system plays an error prompt for the caller and retries the Input step until the maximum numbers of retries is reached. At that time, the Unsuccessful output branch executes.

To specify the digits you want to accept from the caller, check the desired digit check boxes, and then click OK.

The Get Digit String customizer window closes, and the name of the triggering contact and the result digit string variable appear next to the Get Digit String step icon in the Design pane of the CRA Editor.

Implicit Confirmation

Use the Implicit Confirmation step to confirm an action without having to ask a question. This step is typically used in speech-enabled applications.

A prompt explaining the action to be taken is played back and the system waits a configured number of seconds for input from the caller. If the caller presses any DTMF digits or speaks anything before the configured timeout, the confirmation is considered to have failed, and an Explicit Confirmation step should be used.

For DTMF media, the caller can fail the confirmation only by entering DTMF digits.


Note   When any previous escalating prompt in the script enters the Implicit Confirmation step, it is reset to the first prompt in its list.

When a valid string of digits is received, a prompt plays the extension that will be dialed, based on the caller's input. The Implicit Confirmation step is usually configured to give the caller two seconds after hearing the prompt to decline confirmation before timeout.

Under the No output branch of the Implicit Confirmation step, an If step tracks the number of times the confirmation is attempted before the script moves to a subsequent step.

If the extension played back to the caller is accurate and the caller makes no effort to stop the operation, the Yes output branch executes, and a Call Redirect step attempts to connect the caller to the desired extension.

Figure 7-16 shows the customizer window for the Implicit Confirmation step.


Figure 7-16   Implicit Confirmation Customizer Window


Table 7-15 describes the properties of the Implicit Confirmation customizer window.

Table 7-15   Implicit Confirmation Properties

Property Description

Contact

Contact that triggers the execution of the step.

Default is the Triggering Contact, unless another contact is specified.

Prompt

Prompt played to the caller.

Timeout (in secs)

Number of seconds without a caller response before confirmation is considered successful. (Usual value is 2 seconds.)

Interruptible

If Yes, an external event (such as an agent becoming available or a caller hanging up) can interrupt the step.

If No, the step must complete before any other process can execute.

Continue on Prompt Errors

If Yes, the step continues with the next prompt in the list if a prompt error occurs, or, if this prompt was the last in the list, the step waits for input from the caller.

If No, an exception results, which can then be handled in the script.

To specify the contact that triggers the execution of the Implicit Confirmation step, perform the following procedure in the customizer window of the Implicit Confirmation step:

Procedure

Step 1   From the Contact drop-down menu, choose the Contact variable that triggers the execution of the step.

Step 2   From the Prompt drop-down menu, choose the prompt that is played to the caller.

Step 3   From the Timeout (in secs) drop-down menu, choose the number of seconds without a caller response before confirmation is considered successful.

The usual value is 2 seconds.

Step 4   In the Interruptible field, click the Yes radio button to allow an external event, such as an agent becoming available, to interrupt the step, or click the No radio button to require the step to complete before any other process can execute.

Step 5   In the Continue on Prompt Errors field, click the Yes radio button to instruct the step to continue with the next prompt in the list if an error occurs in a prompt, or click the No radio button to cause an exception to result.

Step 6   Click OK.

The Implicit Confirmation customizer window closes, and the name of the triggering contact appears next to the Implicit Confirmation step icon in the Design pane of the CRA Editor.





Menu

Use the Menu step to provide a menu from which callers can choose a series of options. The Menu step receives a single digit entered or spoken by a caller and maps this entry to a series of option output branches. The system executes the steps that you add after each of these option output branches.


Note   When any previous escalating prompt in the script enters the Menu step, it is reset to the first prompt in its list.

Although the Menu step combines the functionality of a Get Digit String step and a Switch step, it allows the caller to enter only one digit.

By default, the Menu step has the following output branches:

  • Output 1
  • Output 2
  • Output 3
  • Timeout
  • Unsuccessful

You can add more output branches in the General tab of the Menu customizer window.

The Menu step retries for a timeout, an invalid digit entry (a digit that is not associated with any connections), or invalid spoken input. If the maximum number of retries is reached, the Menu step takes either the Timeout or Unsuccessful connection, depending on the reason for the latest failure.

The customizer window of the Menu step contains three tabs:

The following sections describe these tabs.

General

Use the General tab of the Menu customizer window to associate digits (typically entered by the caller from a telephone keypad or spoken in response to a speech-enabled prompt) with an output branch label.

You can associate multiple inputs with a single output branch label, but you can associate only one output branch label with a given input.

Figure 7-17 shows the General tab of the Menu customizer window.


Figure 7-17   Menu Customizer Window—General Tab


Table 7-16 describes the properties of the General tab of the Menu customizer window.

Table 7-16   Menu Properties—General Tab

Property Description

Contact

Contact that triggers the execution of the step.

Default is the Triggering Contact, unless another contact is specified.

Options

One label for each possible output value.

Interruptible

If Yes, an external event (such as an agent becoming available or a caller hanging up) can interrupt the step.

If No, the step must complete before any other process can execute.

To specify the contact that triggers the execution of the Menu step and to configure output branch options, perform the following procedure in the customizer window of the Menu step:

Procedure

Step 1   From the Contact drop-down menu, choose the Contact variable that triggers the execution of the step.

Step 2   In the Options list box, select the option and check the check box of the digit that will be offered to the caller for choosing this option.

Step 3   To add a new option, click within the Options list box, and then click Add.

The Add New Output Option Name dialog box appears. (See Figure 7-18 .)


Figure 7-18   Add New Output Option Name Dialog Box


Step 4   In the Connection Name text field, enter a name for the option, and then click OK.

The Add New Output Option Name dialog box closes, and the new option appears in the Options list box.

(To modify an existing option, select the option you want to modify in the Option list box, and then click Modify. The Rename Output Option dialog box appears, which contains the same property as the Add New Output Option Name dialog box and is configured in the same way.)

Step 5   In the Interruptible field, click the Yes radio button to allow an external event, such as an agent becoming available, to interrupt the step, or click the No radio button to require the step to complete before any other process can execute.

Step 6   Click Apply.

You are now ready to configure the Prompt tab of the Menu customizer window.





Prompt

Use the Prompt tab of the Menu customizer window to choose the prompt to be played back, and to set the Barge In and Continue on Prompt Errors options.

Figure 7-19 shows the Prompt tab of the Menu customizer window.


Figure 7-19   Menu Customizer Window—Prompt Tab


Table 7-17 describes the properties of the Prompt tab of the Menu customizer window.

Table 7-17   Menu Properties—Prompt Tab

Property Description

Prompt

Prompt to be played back to caller.

Barge In

If Yes, the caller can interrupt the prompt.

If No, the prompt must complete playback before the caller can respond.

Continue on Prompt Errors

If Yes, the step continues with the next prompt in the list if a prompt error occurs, or, if this prompt was the last in the list, the step waits for input from the caller.

If No, an exception results, which can then be handled in the script.

To configure the properties of the Prompt tab of the Menu customizer window, perform the following procedure:

Procedure

Step 1   From the Prompt drop-down menu, choose the prompt to be played.

Step 2   In the Barge In field, click the Yes radio button to allow the caller to interrupt the prompt, or click the No radio button to require the prompt to complete playback before the caller can respond.

Step 3   In the Continue on Prompt Errors field, click the Yes radio button to instruct the step to continue with the next prompt in the list if an error occurs in a prompt, or click the No radio button to cause an exception to result.

Step 4   Click Apply.

You are now ready to configure the Input tab of the Menu customizer window.





Input

Use the Input tab of the Menu customizer window to set the timeout setting, maximum number of retries, and Flush Input Buffer options.

Figure 7-20 shows the Input tab of the Menu customizer window.


Figure 7-20   Menu Customizer Window—Input Tab


Table 7-18 describes the properties of the Input tab of the Menu customizer window.

Table 7-18   Menu Properties—Input Tab

Property Description

Timeout

Amount of time the system waits for input from the caller. When this timer expires, the system either replays the prompt or plays the system prompt that asks if the caller is still there.

Maximum Retries

Number of times the entry can be restarted after a timeout or invalid input response. After the maximum number of retries is reached, the Menu step continues on the Timeout or Unsuccessful output branches depending on whether the last try timed out or an invalid input response was entered.

A "0" value means that no retry is allowed; in this case, the script must handle the retry scenario.

Flush Input Buffer

If Yes, the system erases previously entered input before capturing caller input.

If No, the system does not erase previously entered input before capturing caller input.

To configure the properties of the Input tab of the Menu customizer window, perform the following procedure:

Procedure

Step 1   In the Timeout field, enter a value directly or take one of the following actions:

  • From the Timeout drop-down menu, choose the variable that stores the timeout value.
  • Click the Expression Editor (...) button and enter a number.

Step 2   From the Maximum Retries drop-down menu, choose a number.

Step 3   In the Flush Input Buffer field, click the Yes radio button to cause the system to erase previously entered input before capturing new caller input, or click the No radio button to allow callers to type ahead and have the input saved.

Step 4   Click OK.

The Menu customizer window closes, and the name of the triggering contact and the name of the prompt variable appear in the Design pane of the CRA Editor.





Name To User

The Name To User step is typically used to prompt a caller for the name of the person being called (using either DTMF or speech), and then to compare the name entered by the caller with names stored in a directory. The Name To User step is often used in a script in order to automatically transfer a caller to the extension of the person being called.


Note   The Name to User Step supports only the 26 character English alphabet. As a result, the Cisco Automated Attendant Dial-by-Name feature and other applications that use this step accept English characters only when using CMT.

Another useful function of the Name To User step is to assign a value to a variable that can later be queried using the Get User Info step, in order to retrieve information such as the extension, e-mail address, and spoken name of the caller.


Note   When any previous escalating prompt in the script enters the Name To User step, it is reset to the first prompt in its list.

Using a non-ASR enabled channel, the Name To User step receives DTMF input from a caller, using the following numeric keypad mapping:

  • 2 = ABC
  • 3 = DEF
  • 4 = GHI
  • 5 = JKL
  • 6 = MNO
  • 7 = PQRS
  • 8 = TUV
  • 9 = WXYZ

Using the information from this step, the script creates a subsequent prompt that plays the prerecorded name of the caller if it exists. If no recording exists, the script will spell the caller name.


Note   The Name To User step is limited to spelling back (over non-ASR enabled media) names with ASCII-only characters, which may be a limitation under some international conditions.

Using an ASR channel, the Name To User step receives the spoken input from the caller. If configured to do so, the caller can speak a nickname.

The Name To User step produces the following output branches:

  • Successful—A successful match is made between the input from the caller and a name in the directory.
  • Timeout—The step has reached the maximum number of retries (as configured in the customizer) without receiving input from the caller.
  • Unsuccessful—The input from the caller does not match a name in the directory.
  • Operator—The operator's extension was entered.

Note    The Operator output branch appears under the Name To User step in the script only if Yes is selected for the Operator option in the General tab of the Name To User customizer window. (See Figure 7-21 .)


Note   If the Name To User step matches the caller input with a single user in the Lightweight Access Directory Protocol (LDAP) directory, that result will be returned immediately without requiring the caller to confirm the selection.

The customizer window of the Name To User step contains three tabs:

The following sections describe these tabs.

General

Use the General tab to specify the Result User variable and to set other properties for the Name To User step.

Figure 7-21 shows the General tab of the Name To User customizer window.


Figure 7-21   Name To User Customizer Window—General Tab


Table 7-19 describes the properties of the General tab of the Name To User customizer window.

Table 7-19   Name To User Properties—General Tab

Property Description

Contact

Contact that triggers the execution of the step.

Default is the Triggering Contact, unless another contact is specified.

Result User

Variable that stores a user object representing the caller selected.

Announce When Number of Matches Less Than

If the number of matches is less than this value, the step prompts the caller to choose the correct entry from the list of matches. If the number of matches is greater than or equal to this value, the step prompts the caller to enter additional letters to reduce the number of matches.

Note Applies only if the script is using a non-ASR channel.

Operator

If Yes, the caller has the option to connect to an operator by pressing "0" or saying "Operator" in the language set for the contact.

If No, the caller is not offered the option to connect to an operator.

Interruptible

If Yes, an external event (such as an agent becoming available or a caller hanging up) can interrupt the step.

If No, the step must complete before any other process can execute.

iTo configure the properties of the General tab of the Name To User customizer window, perform the following procedure:

Procedure

Step 1   From the Contact drop-down menu, choose the variable that triggers the execution of the step.

Step 2   From the Result User drop-down menu, choose the variable that stores the user object representing the user selected.

Step 3   From the Announce When Number of Matches Less Than drop-down menu, choose the number of matches that determine which prompt is played back to the caller.

Step 4   In the Operator field, click the Yes radio button to provide the option to connect to an operator, or click the No radio button to disable this option.

Step 5   In the Interruptible field, click the Yes radio button to allow an external event, such as an agent becoming available, to interrupt the step, or click the No radio button to require the step to complete before any other process can execute.

Step 6   Click Apply.

You are now ready to configure the Prompt tab of the Name To User customizer window.





Prompt

Use the Prompt tab to specify prompts to be played back by the Name To User step, and to set the Barge In and Continue on Prompt Errors options.

Figure 7-22 shows the Prompt tab of the Name To User customizer window.


Figure 7-22   Name To User Customizer Window—Prompt Tab


Table 7-20 describes the properties of the Prompt tab of the Name To User customizer window.

Table 7-20   Name To User Properties—Prompt Tab

Property Description

Prompt

Specifies the prompt to be played back to the caller.

Options from the drop-down menu:

  • Default prompt— System prompt bundled with the media. "Spell the last name followed by the first name" is included with DTMF media. "Say the name" is included for ASR channel.
  • Customized prompt—Prompt created by the script designer.
  • No prompt—No prompt is played.

Barge In

If Yes, the caller can interrupt the prompt.

If No, the prompt must complete playback before the caller can respond.

Continue on Prompt Errors

If Yes, the step continues with the next prompt in the list if a prompt error occurs, or, if this prompt was the last in the list, the step waits for input from the caller.

If No, an exception results, which can then be handled in the script.

To configure the properties of the Prompt tab of the Name To User customizer window, perform the following procedure:

Procedure

Step 1   From the Prompt drop-down menu, choose the prompt to be played.

(If you choose Customized Prompt, the List of Prompts text field becomes active. In the List of Prompts text field, enter a value directly or take one of the following actions:

  • From the List of Prompts drop-down menu, choose a prompt to be played.
  • Click the Expression Editor (...) button and enter an expression that specifies the prompt to be played.)

Step 2   In the Barge In field, click the Yes radio button to allow the caller to interrupt the prompt, or click the No radio button to require the prompt to complete playback before the caller can respond.

Step 3   In the Continue on Prompt Errors field, click the Yes radio button to instruct the step to continue with the next prompt in the list if an error occurs in a prompt, or click the No radio button to cause an exception to result.

Step 4   Click Apply.

You are now ready to configure the Input tab of the Name To User customizer window.





Input

Use the Input tab to configure various input properties for the Name To User step.

Figure 7-23 shows the Input tab of the Name To User customizer window.


Figure 7-23   Name To User Customizer Window—Input Tab


Table 7-21 describes the properties of the Input tab of the Name To User customizer window.

Table 7-21   Name To User Properties—Input Tab

Property Description

Input Length

Minimum number of digits required before automatically checking for a caller match.

This property applies only to non-ASR channels.

Terminating Key

Key used to indicate the end of caller input.

Cancel Key

Key the caller presses to start over.

The Cancel key works only until the number of maximum retries is reached.

Maximum Retries

Number of times the step attempts to receive valid input. A "0" value means that no retry is allowed; in this case, the script must handle the retry scenario.

Initial Timeout (in sec)

Amount of time, in seconds, that the system waits for initial input from the caller.

Interdigit Timeout (in sec)

Amount of time that the system waits for the caller to enter the next digit, after receiving initial input from the caller.

This property does not apply to ASR channels.

Flush Input Buffer

If Yes, the system erases previously entered input before capturing caller input.

If No, the system does not erase previously entered input before capturing caller input.

To configure the properties of the Input tab of the Name To User customizer window, perform the following procedure:

Procedure

Step 1   In the Input Length text field, enter a number.

Step 2   From the Terminating Key drop-down menu, choose a terminating key.

Step 3   From the Cancel Key drop-down menu, choose a cancel key.

Step 4   From the Maximum Retries drop-down menu, choose a number.

Step 5   From the Initial Timeout (in sec) drop-down menu, choose a number.

Step 6   From the Interdigit Timeout (in sec) drop-down menu, choose a number.

Step 7   In the Flush Input Buffer field, click the Yes radio button to cause the system to erase previously entered input before capturing new caller input, or click the No radio button to allow callers to type ahead and have the input saved.

Step 8   Click OK.

The Name To User customizer window closes, and the name of the triggering contact and the name of the result user variable appear in the Design pane of the CRA Editor.





Play Prompt

Use the Play Prompt to play back specified prompts to the caller.


Note   When any previous escalating prompt in the script enters the Play Prompt step, it is reset to the first prompt in its list.

The customizer window of the Play Prompt step contains three tabs:

The following sections describe these tabs.

General

Use the General tab to identify the contact and to set the Interruptible option.

Figure 7-24 shows the General tab of the Play Prompt customizer window.


Figure 7-24   Play Prompt Customizer Window—General Tab


Table 7-22 describes the properties of the General tab of the Play Prompt customizer window.

Table 7-22   Play Prompt Properties—General Tab

Property Description

Contact

Contact that triggers the execution of the step.

Default is Triggering Contact, unless another contact is specified.

Interruptible

If Yes, an external event (such as an agent becoming available or a caller hanging up) can interrupt the step.

If No, the step must complete before any other process can execute.

To specify the contact that triggers the execution of the Play Prompt step, perform the following procedure in the General tab of the Play Prompt customizer window:

Procedure

Step 1   From the Contact drop-down menu, choose the Contact variable that triggers the execution of the step.

Step 2   In the Interruptible field, click the Yes radio button to allow an external event, such as an agent becoming available, to interrupt the step, or click the No radio button to require the step to complete before any other process can execute.

Step 3   Click Apply.

You are now ready to configure the Prompt tab of the Play Prompt customizer window.





Prompt

Use the Prompt tab of the Play Prompt customizer window to specify the prompt to be played back, and to set the Barge In and Continue on Prompt Errors options.

Figure 7-25 shows the Prompt tab of the Play Prompt customizer window.


Figure 7-25   Play Prompt Customizer Window—Prompt Tab


Table 7-23 describes the properties of the Prompt tab of the Play Prompt customizer window.

Table 7-23   Play Prompt Properties—Prompt Tab

Property Description

Prompt

Specifies which prompt is to be played.

Barge In

If Yes, the caller can interrupt the prompt.

If No, the prompt must complete playback before the caller can respond.

Continue on Prompt Errors

If Yes, the step continues with the next prompt in the list if a prompt error occurs, or, if this prompt was the last in the list, the step waits for input from the caller.

If No, an exception results, which can then be handled in the script.

To configure the properties of the Prompt tab of the Play Prompt customizer window, perform the following procedure:

Procedure

Step 1   From the Prompt drop-down menu, choose the prompt to be played.

Step 2   In the Barge In field, click the Yes radio button to allow the caller to interrupt the prompt, or click the No radio button to require the prompt to complete playback before the caller can respond.

Step 3   In the Continue on Prompt Errors field, click the Yes radio button to instruct the step to continue with the next prompt in the list if an error occurs in a prompt, or click the No radio button to cause an exception to result.

Step 4   Click Apply.

You are now ready to configure the Input tab of the Play Prompt customizer window.





Input

Use the Input tab of the Play Prompt step to specify whether or not to erase previously entered input before capturing caller input.

Figure 7-26 shows the Input tab of the Play Prompt customizer window.


Figure 7-26   Play Prompt Customizer Window—Input Tab


Table 7-24 describes the property of the Input tab of the Play Prompt customizer window.

Table 7-24   Play Prompt Property—Input Tab

Property Description

Flush Input Buffer

If Yes, the system erases previously entered input before capturing caller input.

If No, the system does not erase previously entered input before capturing caller input.

To configure the Flush Input Buffer option in the Input tab of the Get Digit String customizer window, perform the following procedure:

Procedure

Step 1   In the Flush Input Buffer field, click the Yes radio button to cause the system to erase previously entered input before capturing new caller input, or click the No radio button to allow callers to type ahead and have the input saved.

Step 2   Click OK.

The Play Prompt customizer window closes, and the name of the triggering contact and the name of the prompt variable appears in the Design pane of the CRA Editor.





Recording

Use the Recording step to record audio input from the caller and return it as a Document object that can later be uploaded as a spoken name, saved to disk or to a database, or e-mailed.

All recordings are defined with a RIFF header of type WAVE and encoded using G711 u-law format.


Note   When any previous escalating prompt in the script enters the Recording step, it is reset to the first prompt in its list.

The customizer window of the Recording step contains three tabs:

The following sections describe these tabs.

General

Use the General tab of the Recording step to label the recorded document, set the recording duration and media type, and set the Interruptible option.

Figure 7-27 shows the General tab of the Recording customizer window.


Figure 7-27   Recording Customizer Window—General Tab


Table 7-25 describes the properties of the General tab of the Recording customizer window.

Table 7-25   Recording Properties—General Tab

Property Description

Contact

Contact that triggers the execution of the step.

Default is the Triggering Contact, unless another contact is specified.

Result Document

Name of the script variable where the resulting audio document is saved.

Media Type

Type of media.

Only Voice (uncompressed) is currently supported.

Recording Duration

Maximum length of time allotted for recording.

Interruptible

If Yes, an external event (such as an agent becoming available or a caller hanging up) can interrupt the step.

If No, the step must complete before any other process can execute.

To configure the properties of the General tab of the Recording customizer window, perform the following procedure:

Procedure

Step 1   From the Contact drop-down menu, choose the variable that triggers the execution of the step.

Step 2   From the Result Document drop-down menu, choose the variable that stores the resulting audio document.

Step 3   From the Media Type drop-down menu, choose the media type for the recording.

Only Voice (uncompressed) is currently supported as a media type.

Step 4   In the Recording Duration field, enter a value directly or take one of the following actions:

  • From the Recording Duration drop-down menu, choose the variable that stores the value for the recording duration.
  • Click the Expression Editor (...) button and enter an expression that specifies the recording duration value.

Step 5   In the Interruptible field, click the Yes radio button to allow an external event, such as an agent becoming available, to interrupt the step, or click the No radio button to require the step to complete before any other process can execute.

Step 6   Click Apply.

You are now ready to configure the Prompt tab of the Recording customizer window.





Prompt

Use the Prompt tab of the Recording step to specify a prompt name and a start tone.

Figure 7-28 shows the Prompt tab of the Recording customizer window.


Figure 7-28   Recording Customizer Window—Prompt Tab


Table 7-26 describes the properties of the Prompt tab of the Recording customizer window.

Table 7-26   Recording Properties—Prompt Tab

Property Description

Prompt

Prompt played back to the callers.

Options from the drop-down list:

  • Customized Prompt—Prompt created by the designer.
  • No Prompt—No prompt is played.

Start Tone

Tone that indicates the recording is about to begin.

Options from the drop-down list:

  • Default Prompt—System prompt providing a default start tone for playback.
  • Customized Prompt—Start tone created by the designer.
  • No Prompt—No start tone is played.

Barge In

If Yes, the caller can interrupt the prompt.

If No, the prompt must complete playback before the caller can respond.

Note The start tone is not interruptible and will always be played back if specified, even if the main prompt is interrupted.

Continue on Prompt Errors

If Yes, the step continues with the next prompt in the list if a prompt error occurs, or, if this prompt was the last in the list, the step waits for input from the caller.

If No, an exception results, which can then be handled in the script.

To configure the properties of the Prompt tab of the Recording customizer window, perform the following procedure:

Procedure

Step 1   From the Prompt drop-down menu, choose the prompt to be played.

Step 2   From the Start Tone drop-down menu, choose either Default Prompt, Customized Prompt, or No Prompt.

(If you select Customized Prompt, take one of the following actions:

  • From the List of Prompts drop-down menu, choose the prompt to be played.
  • Click on the Expression Editor (...) button and enter an expression.)

Step 3   In the Barge In field, click the Yes radio button to allow the caller to interrupt the prompt, or click the No radio button to require the prompt to complete playback before the caller can respond.

Step 4   In the Continue on Prompt Errors field, click the Yes radio button to instruct the step to continue with the next prompt in the list if an error occurs in a prompt, or click the No radio button to cause an exception to result.

Step 5   Click Apply.

You are now ready to configure the Input tab of the Recording customizer window.





Input

Use the Input tab of the Recording customizer window to set terminating and cancel keys, the maximum number of retries, and the Flush Input Buffer option.

Figure 7-29 shows the Input tab of the Recording customizer window.


Figure 7-29   Recording Customizer Window—Input Tab


Table 7-27 describes the properties of the Input tab of the Recording customizer window.

Table 7-27   Recording Properties—Input Tab

Property Description

Terminating Key

Key used to indicate the end of caller input.

Cancel Key

Key the caller presses to start over.

Maximum Retries

Number of times the recording can be re-attempted after the cancel key has been detected.

After the maximum number of retries is reached, the step continues on the Unsuccessful output branch. Upon retry due to an invalid key, a system prompt plays if none is specified.

A "0" value means that no retry is allowed; in this case, the script must handle the retry scenario.

Flush Input Buffer

If Yes, the system erases previously entered input before capturing caller input.

If No, the system does not erase previously entered input before capturing caller input.

To configure the properties of the Input tab of the Recording customizer window, perform the following procedure:

Procedure

Step 1   From the Terminating Key drop-down menu, choose a terminating key.

Step 2   From the Cancel Key drop-down menu, choose a cancel key.

Step 3   From the Maximum Retries drop-down menu, choose a number.

Step 4   In the Flush Input Buffer field, click the Yes radio button to cause the system to erase previously entered input before capturing new caller input, or click the No radio button to allow callers to type ahead and have the input saved.

Step 5   Click OK.

The Recording customizer window closes, and the name of the triggering contact and the name of the result document variable appear in the Design pane of the CRA Editor.





Send Digit String

Use the Send Digit String step to out-pulse back to the caller a specified set of DTMF digits.

The DTMF digits are sent out-of-band and out-pulsed in-band by the gateways.


Note   You can insert a "," (comma) in the sequence of DTMF digits to instruct the script to insert a 1-second pause before continuing to out-pulse the remaining DTMF digits. You can use multiple commas to increase the length of the pause.

Figure 7-30 shows the Send Digit String customizer window.


Figure 7-30   Send Digit String Customizer Window


Table 7-28 describes the properties of the Send Digit String customizer window.

Table 7-28   Send Digit String Properties

Property Description

Contact

Contact that triggers the execution of the step.

Default is Triggering Contact, unless another contact is specified.

DTMF

Sequence of DTMF digits to be sent.

To configure the properties of the Send Digit String customizer window, perform the following procedure:

Procedure

Step 1   From the Contact drop-down menu, choose the variable that triggers the execution of the step.

Step 2   In the DTMF field, enter a value directly or take one of the following actions:

  • From the DTMF drop-down menu, choose the variable that stores the DTMF value.
  • Click the Expression Editor (...) button and enter an expression that specifies the DTMF value.

Step 3   Click OK.

The Send Digit String customizer window closes, and the name of the triggering contact and the DTMF variable appear next to the Send Digit String step icon in the Design pane of the CRA Editor.





Simple Recognition

Use the Simple Recognition step to allow the caller to choose options from a menu.


Note   When any previous escalating prompt in the script enters the Simple Recognition step, it is reset to the first prompt in its list.

When used over an ASR channel, the Simple Recognition step provides voice-enabled word and digit menus. When used over a non-ASR channel, the step ignores DTMF digits specified in the grammar.

For example, a prompt may say "Please select from `Stocks,' `Sports,' and `Music,' or press or say `star' to speak with a representative." In this case, the script can recognize the spoken words "stocks," "sports," "music," and "star," and can also recognize the DTMF key "*".


Note   For optimal ASR functionality, use VoiceXML interpretation provided by the Voice Browser step.

The Simple Recognition step is similar to the Menu step, with an additional capability that allows the script designer to utilize caller-defined grammar for matching caller input.

The Simple Recognition step uses a configurable grammar variable that stores the words or digits that the script can recognize. (See "Grammar Step Descriptions" for information on creating grammar variables.)


Note   Tags for grammars are case-sensitive.


Note   When you use the Simple Recognition step with ASR, the number of output points defined in the step is subject to the license agreement of the ASR ports purchased. If you purchased a limited-use ASR license for the ASR ports, you can use no more than 40 output points in the Simple Recognition step. If you require more then 40 different choices, you must purchase a full-use ASR license.

The customizer window of the Simple Recognition step contains three tabs:

The following sections describe these tabs.

General

Use the General tab of the Simple Recognition customizer window to set the contact, grammar, output points and tags, and the interruptible option.

Figure 7-31 shows the General tab of the Simple Recognition customizer window.


Figure 7-31   Simple Recognition Customizer Window—General Tab


Table 7-29 describes the properties of the General tab of the Simple Recognition customizer window.

Table 7-29   Simple Recognition Properties—General Tab

Property Description

Contact

Contact that triggers the execution of the step.

Default is the Triggering Contact, unless another contact is specified.

Grammar

Grammar to be used in the Simple Recognition step.

Output Point/Tag

List of options in the menu offered to the caller. Tags are mapped to output points to determine execution of branching output paths. Tag values entered must correspond to the tag values defined in the grammar.

Interruptible

If Yes, an external event (such as an agent becoming available or a caller hanging up) can interrupt the step.

If No, the step must complete before any other process can execute.

To configure the properties of the General tab of the Simple Recognition customizer window, perform the following procedure:

Procedure

Step 1   From the Contact drop-down menu, choose the variable that triggers the execution of the step.

Step 2   In the Grammar field, enter a value directly or take one of the following actions:

  • From the Grammar drop-down menu, choose the variable that stores the grammar value.
  • Click the Expression Editor (...) button and enter a grammar expression.

Step 3   To add an output point and tag, click Add.

The Add Output dialog box appears. (See Figure 7-32 .)


Figure 7-32   Add Output Dialog Box


Step 4   In the Output Point text field, enter a name for the output point.

Step 5   In the Tag text field, enter a name for the tag.

Step 6   Click OK.

The Add Output dialog box closes, and the name of the output point and tag appear in the Outputs list box.

Step 7   In the Interruptible field, click the Yes radio button to allow an external event, such as an agent becoming available, to interrupt the step, or click the No radio button to require the step to complete before any other process can execute.

Step 8   Click Apply.

You are now ready to configure the Prompt tab of the Simple Recognition customizer window.





Prompt

Use the Prompt tab of the Simple Recognition step to specify the prompt to be played back.

Figure 7-33 shows the Prompt tab of the Simple Recognition customizer window.


Figure 7-33   Simple Recognition Customizer Window—Prompt Tab


Table 7-30 describes the properties of the Prompt tab of the Simple Recognition customizer window.

Table 7-30   Simple Recognition Properties—Prompt Tab

Property Description

Prompt

Prompt to be played back to caller.

Barge In

If Yes, the caller can interrupt the prompt.

If No, the prompt must complete playback before the caller can respond.

Continue on Prompt Errors

If Yes, the step continues with the next prompt in the list if a prompt error occurs, or, if this prompt was the last in the list, the step waits for input from the caller.

If No, an exception results, which can then be handled in the script.

To configure the properties of the Prompt tab of the Simple Recognition customizer window, perform the following procedure:

Procedure

Step 1   In the Prompt field, enter a value directly or take one of the following actions:

  • From the Prompt drop-down menu, choose a prompt variable.
  • Click the Expression Editor (...) button and enter a prompt expression.

Step 2   In the Barge In field, click the Yes radio button to allow the caller to interrupt the prompt, or click the No radio button to require the prompt to complete playback before the caller can respond.

Step 3   In the Continue on Prompt Errors field, click the Yes radio button to instruct the step to continue with the next prompt in the list if an error occurs in a prompt, or click the No radio button to cause an exception to result.

Step 4   Click Apply.

You are now ready to configure the Input tab of the Simple Recognition customizer window.





Input

Use the Input tab of the Simple Recognition step to set the timeout setting, maximum number of retries, and the Flush Input Buffer option.

Figure 7-34 shows the Input tab of the Simple Recognition customizer window.


Figure 7-34   Simple Recognition Customizer Window—Input Tab


Table 7-31 describes the properties of the Input tab of the Simple Recognition customizer window.

Table 7-31   Simple Recognition Properties—Input Tab

Property Description

Timeout (in sec)

Amount of time the system waits for input from the caller.

Maximum Retries

Number of times a new entry can be entered after a timeout or invalid key.

After the maximum number of retries is reached, the step continues on the Timeout or Unsuccessful output branch, depending on whether the last try timed out or an invalid key was entered. Upon retry due to an invalid key, a system prompt plays if none is specified.

A "0" value means that no retry is allowed; in this case, the script must handle the retry scenario.

Flush Input Buffer

If Yes, the system erases previously entered input before capturing caller input.

If No, the system does not erase previously entered input before capturing caller input.

To configure the properties of the Input tab of the Simple Recognition customizer window, perform the following procedure:

Procedure

Step 1   In the Timeout (in sec) field, enter a value directly or take one of the following actions:

  • From the Timeout (in sec) drop-down menu, choose the variable that stores the timeout value.
  • Click the Expression Editor (...) button and enter an expression that specifies the timeout value.

Step 2   From the Maximum Retries drop-down menu, choose a number.

Step 3   In the Flush Input Buffer field, click the Yes radio button to cause the system to erase previously entered input before capturing new caller input, or click the No radio button to allow callers to type ahead and have the input saved.

Step 4   Click OK.

The Simple Recognition customizer window closes, and the name of the triggering contact appears next to the Simple Recognition step icon in the Design pane of the CRA Editor.





Voice Browser

Use the Voice Browser step to allow callers to access and interpret VoiceXML-enabled web pages.


Note   The Voice Browser step works only with an ASR channel. If you invoke it with a contact not associated with an ASR channel, a ChannelUnsupportedException results.

The customizer window of the Voice Browser step contains three tabs:

The following sections describe these tabs.

General

Use the General tab of the Voice Browser step to choose a variable that points the browser toward a specific URL.

Figure 7-35 shows the General tab of the Voice Browser customizer window.


Figure 7-35   Voice Browser Customizer Window—General Tab


Table 7-32 describes the properties of the General tab of the Voice Browser customizer window.

Table 7-32   Voice Browser Properties—General Tab

Property Description

Contact

Contact that triggers the execution of the step.

Default is the Triggering Contact, unless another contact is specified.

URL

URL that points to the VoiceXML-enabled web pages.

Interruptible

If Yes, an external event (such as an agent becoming available or a caller hanging up) can interrupt the step.

If No, the step must complete before any other process can execute.

Continue on Prompt Errors

This property is disabled for the Voice Browser step.

A similar functionality is available through the VoiceXML script.

To configure the properties of the General tab of the Voice Browser customizer window, perform the following procedure:

Procedure

Step 1   From the Contact drop-down menu, choose the variable that triggers the execution of the step.

Step 2   In the URL field, enter a value directly or take one of the following actions:

  • From the URL drop-down menu, choose the variable that stores the URL value.
  • Click the Expression Editor (...) button and enter the URL value.

Step 3   In the Interruptible field, click the Yes radio button to allow an external event, such as an agent becoming available, to interrupt the step, or click the No radio button to require the step to complete before any other process can execute.

Step 4   Click Apply.

You are now ready to configure the Request Parameters tab of the Voice Browser customizer window.





Request Parameters

Use the Request Parameters tab of the Voice Browser step to define parameters to be passed to an HTTP request made to retrieve the desired VoiceXML content.


Note   The Request Parameters tab is useful only if the URL passed in as a parameter specifies an HTTP request.

Figure 7-36 shows the Request Parameters tab of the Voice Browser customizer window.


Figure 7-36   Voice Browser Customizer Window—Request Parameters Tab


Table 7-33 describes the properties of the Request Parameters tab of the Voice Browser customizer window.

Table 7-33   Voice Browser Properties—Request Parameters Tab

Property Description

Method

Either Get or Post

HTTP Request Parameters

Parameter name and its corresponding variable name

To configure the properties of the Request Parameters tab of the Voice Browser customizer window, perform the following procedure:

Procedure

Step 1   In the Method field, click the Get radio button to use the Get method, or click the Post radio button to use the Post method.

Step 2   To add a parameter name and workflow variable, click Add.

The Parameter dialog box appears. (See Figure 7-37 .)


Figure 7-37   Parameter Dialog Box


Step 3   In the Name text field, enter the name of the parameter.

Step 4   From the Value drop-down menu, choose the variable that stores the parameter.

Step 5   Click OK.

The Parameter dialog box closes, and the names of the parameter and variable appear in the Parameter and Value columns of the Request Parameters tab of the Voice Browser customizer window.

Step 6   Click Apply.

You are now ready to configure the Return Parameters tab of the Voice Browser customizer window.





Return Parameters

Use the Return Parameters tab of the Voice Browser step to return parameter information to the script.

Figure 7-38 shows the Return Parameters tab of the Voice Browser customizer window.


Figure 7-38   Voice Browser Customizer Window—Return Parameters Tab


Table 7-34 describes the properties of the Return Parameters tab of the Voice Browser customizer window.

Table 7-34   Voice Browser Properties—Return Parameters Tab

Property Description

Expr Parameter

Expression of the parameter

Namelist Parameters

Name of the parameter and its corresponding script variable

To configure the properties of the Return Parameters tab of the Voice Browser customizer window, perform the following procedure:

Procedure

Step 1   From the Expr Parameter drop-down menu, choose the variable that stores the expression of the parameter.

Step 2   To add a parameter name and workflow variable, click Add.

The Parameter dialog box appears. (See Figure 7-39 .)


Figure 7-39   Parameter Dialog Box


Step 3   In the Name text field, enter the name of the parameter.

Step 4   From the Value drop-down menu, choose the variable that stores the parameter.

Step 5   Click OK.

The Parameter dialog box closes, and the names of the parameter and variable appear in the Parameter Name and Workflow Variable columns of the Return Parameters tab of the Voice Browser customizer window.

Step 6   Click OK.

The Voice Browser customizer window closes, and the name of the triggering contact and the URL variable appear next to the Voice Browser step icon in the Design pane of the CRA Editor.