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2 Hermes.Net IVR Designer Page 2 36 Summary 1. Introduction IVR Features 4 2. The interface Description of the Interface Menus. Provides Commands for IVR editions Commands for IVR actions Commands for access to databases Displaying the name of the IVR display area from the list of commands present in the IVR View and Edit command name Viewing and editing the list of Parameters corresponding to the selected command Display of various types of global variables available according to the command Work area The menu IVR menu Edit Menu Tools Menu 8 3. Using the interface Adding Commands Remove commands Removing link between commands Illegal Connections Various editing commands Actions panel controls Actions commands Commands Commands for editing and testing Remarks JUMP DISPLAY EVENT Conditional test Switch test Check Date range Check openings Working Agent Commands CTI Loading audio files Parameters common to CTI commands Confirmation Play a wav file Text to Speech Read number Interactive menu DTMF input User Function Voice Record Set callback Marker reporting Ending Strategy Commands DATABASE Choice of DB connection used SQL SELECT Request SQL UPDATE Request SQL INSERT Request Source code IVR The generation of IVR 30

3 Hermes.Net IVR Designer Page Interface Source code IVR script Name of the script generated List of audio files used in the script Generation Options Implementation Platform IVR Tracker Principle Appendix 1 - Definition of global variables Principle Standard Variables Variables related to a table Note Interface Appendix 2 - Criteria editor Appendix 3 - Supervision 36

4 Hermes.Net IVR Designer Page Introduction 1.1 IVR features The script editor of Hermes.Net allows you to build your own IVR from simple to complex. All expected features of an IVR are available. Reading messages Checking Date and Time of Call Conditional arbo tree DTMF menu Entering DTMF according to preferences Speech synthesis Connecting to databases Statistics, Supervision... In addition you have a tracking mode allowing you to validate your script in real conditions or changes before they go into production. In addition, the IVR scripts generated by the IVR hermes.net designer are capable of being supervised by the module Hermes.Net Supervision. It is very easy to monitor the flow of users and their navigations. See Annex 3.

5 Hermes.Net IVR Designer Page The interface

6 Hermes.Net IVR Designer Page Interface Description Menus. Provides access to various functions of the editor. (See chap. 2) IVR edition commands. Allows to place navigation commands, testing, and verifications on the working area IVR action commands. Allows placing IVR commands in the working area Commands for access to databases. Places databases access commands in the work area Displays IVR name. The floppy disk allows saving the IVR Display area from the list of commands available in the IVR. Select a command from the list to display the settings for this command Viewing and editing the name of the command. Each order can be customized with a specific command name. Under the command name is the type of command Viewing and editing the list of parameters corresponding to the selected command Display the various types of global variables available depending on the command Working area. Commands selected in the left menu are placed in this area.

7 Hermes.Net IVR Designer Page The menus IVR Menu New IVR Create a new IVR. If an IVR is already loaded, a backup confirmation is requested. Open IVR Allows you to load an existing IVR. If an IVR is already loaded, a backup confirmation is requested. Save IVR / Save IVR as Saves the IVR. Is equivalent to the disk icon to the right of the zone 5. Delete IVR Displays the list of existing IVR s, and allows selecting the IVR to delete. If the current IVR is removed, the interface is reset with a new IVR. Lock IVR To lock an IVR. To re - open again this IVR you will need to enter the password. Properties IVR The window Properties ' displays creation, modification and successful generation dates. It allows typing a comment and change the name of the IVR. Generation Opens the generation window of the IVR. See more later in chapter generation. Restore last running version At each successful IVR generation, the IVR source code is saved. By clicking on this item, the editor is reloaded with the published version of the IVR. If the current IVR has never been generated, a message IVR Empty ' is displayed. Back to home Page / Exit Closes the editor and returns to the list of scripts (Back to home page) or leave the editor and scipter (exit).

8 Hermes.Net IVR Designer Page Edition Menu Copy / Paste Copy / paste the selected command. Delete Removes the command after confirmation. Expand/Reduce Height Increases (Expand) or reduce (Reduce) vertically work area. Expand/Reduce Width Increases (Expand) or reduce (Reduce) horizontally work area. Nota: scroll bars appear when the mouse is on the right side or on the bottom of the window. Line type Sets the type of lines used to connect commands between them. Zoom x2 x1 x0.5 Set zoom in or zoom out of the work area Tools Menu View and Edit XML IVR code To view the XML in the current IVR. The XML is created according to the commands placed on the work area. Nota : This feature is intended for expert users. Incorrect changes to the XML can make the IVR unreadable. View IVR Code To view the window containing the IVR code. This code is generated by the application based on the XML code. Set Global Variables Displays the global variable editor Start tracker Opens the IVR tracking window. Tracking window must be used on a previously generated IVR with the option Debug Mode'. See chapter. use the tracker' Reload page Allows refreshing the page

9 Hermes.Net IVR Designer Page Interface use By default, when creating a new IVR script, only one command is displayed. This command: start ', sets the entry in the script, and contains one parameter. This parameter specifies what the script must be when the client hangs up. 1 Hangup IVR call. 2 Execute a specific command from the IVR. 3.1 Adding commands. 1 Select the command in which you want to add a new command (in our example: display event), it appears in red. 2 Click the command you want to add. 3 The command appears on the command work area under the previously selected command. 4 Move the new command (holding down the mous ebutton) until the two connections are displayed in green. And then release the mouse clicks, the two commands will position automatically.

10 Hermes.Net IVR Designer Page Removing commands. The selected command can be removed: Either by a right mouse click on the command, then Delete '. Either the Edit menu > 'Delete' 3.3 Removing connections between commands. To unlink commands simply double click on one of the two connections. 3.4 Illegal Connexions. When two commands can t be linked together, each of the connection becomes red. Example: Try to connect two outputs of commands between them.

11 Hermes.Net IVR Designer Page Various edition commands Actions on the command panel Move the pannel : Use the drag/drop on the sections titles (Edition, CTI, data base). Place the panel in its original location (top left) : Double click on the section title to reposition the panel at the top left. Open or close different sections : Click the blue arrow located next to the section name Actions on commands Expand / shrink an icon: Position the mouse on the command to resize, and then, use the mouse wheel while pressing SHIFT ' on the keyboard. Rotate an icon : Position the mouse on the command to rotate, then use the mouse wheel while pressing ALT ' on the keyboard.

12 Hermes.Net IVR Designer Page The commands 4.1 Edition and Test commands Comments Save of the settings for a command is done on: 1 the loss of focus on the field. 2 Pressing the key enter ' on the keyboard in the field. 3 A click on the floppy ' icon of the parameter panel. When a command is changed and not saved, the text displaying the current command type appears in red. Some commands allow the user to enter comments. To show or hide comments entry box, click the icon. An entry box appears. Comments are in saved along with the settings JUMP Use this command to continue the IVR script to another command of the current script. The drop-down list in the parameter Panel contains currently available commands in the script.

13 Hermes.Net IVR Designer Page DISPLAY EVENT This command displays information in the OnXMedia event viewer. Enter the text to display, or choose an available in variable lists in the variables Available'drop-down box. Note : the text to display can be a mix of free text and global variables. Ex: We are the $WEB_IVR_EDITOR_DAY_OF_WEEK of the week Conditionnal test Use this command to test a variable and redirect the script to a command depending on the test outcome. If the result is true, it uses the output O ' otherwise output N. ' To enter this function Parameters use the criteria Editor of Hemes.NET. For more information on this Publisher see Appendix 2.

14 Hermes.Net IVR Designer Page Switch test Repérage de la sortie Use this command to test a variable and redirect the script to a command depending on several possible outcomes. Click the icon plus' to add new issues. The script is directed to the defined output D if the tested variable doesn t correspond to the value entered for S1 to SX. ' Note : To know the output of the test, click the corresponding input field, the output is displayed in red. To Parameters to enter are: the variable to test and corresponding values to the different outputs.

15 Hermes.Net IVR Designer Page Check time range This command is used the same way as the command Conditionnal test ', but does the test of the periods of the week. The Parameters allows pecifying 3 time ranges for the week days. To select several days, click on the day in the drop-down list holding the keyboard key CTRL ' Check openings Use this command to retrieve the current DID s opening hours (empty DID Parameter) or another DID s information (DID Parameter contains the number of the DID). If the incoming campaign on the selected DID is open, the script is directed to right output otherwise to the left output. DID : empty for campaign in progress, DID to test another incoming campaign.

16 Hermes.Net IVR Designer Page Agent Working Use this command to know if agents are available on this campaign queue. If agents match selected criteria (Online or Ready), the script is redirected to the right output, otherwise to the left output. Check the Online ' box to see if there are online agents this campaign, check Ready ' to see ready agents on this campaign. The two check boxes can be used simultaneously.

17 Hermes.Net IVR Designer Page CTI Commands Uploading audio files. Some of the CTI commands need an audio file to be executed. It is therefore necessary to download audio files in your possession on the server. To allow this operation IVR designer provides an interface described below. Example of Play Wav command: 1 Select the field that can contain an audio message to read. In our example: Wav File. The outline of the field turns red and the display zone of the available wav files appears as well as the download area. 2 Click on the magnifying glass to view the File Explorer. Select the wav file to download. Note: the wav file will have the following properties: CCITT A - Law 8,000 khz; 8 bits; Mono. 3 Click the orange arrow to start the download. The progress bar indicates the status. 4 After the file is downloaded, it is available in the list of available files: Wav file '. It is possible to listen to the file by clicking the icon music note '. 5 To assign the file to the selected Parameter field, click the green arrow.

18 Hermes.Net IVR Designer Page Common commands to the CTI commands. Multiple Parameters are common to the CTI commands and define how to play audio, enter the DTMF or to manage audio files repetition sequences files. Check this box to add a Beep ' at the end of the message read. Check this box to allow the user to stop playing the audio file by entering the DTMF. Number of times that the audio file is repeated if no DTMF is entered. Time allocated to the input of one or more DTMF. Sets the amount of DTMF that can be entered. Sets the allocated time between two DTMF. Defines how the saound file will be played. 1 Not played in background : Reading the blocking audio file in the script. The following actions will run at the end of reading. 2 Begin new play : Starts a new audio file reading. 3 Synchronize previous play : Waits the end of the previous message to begin reading. 4 Cancel previous play : Stops the reading of the previous wav. Defines how the buffer containing previously seized DTMF will be deleted.

19 Hermes.Net IVR Designer Page Confirmation Use this command to perform the equivalent of a screen prompt : a message displayed and two possible choice. In this command, an audio file played, and two keys DTMF corresponding to two possible choices. Ex wav file: Do you want to continue. Yes, type *, no type #. OK DTMF ', allows defining the DTMF key which will make the script continue through the output ok ' and cancel DTMF ' will go left. On failed select ' specifies where to continue the script if no DTMF is entered during X attempts of Y seconds: ok or cancel output. Note: other Parameters, see chapter Play a wav file Use this command to play an audio file. Nota : Parameters, see chap

20 Hermes.Net IVR Designer Page Text to speech Use this command to convert a text file into an audio file and listen to it. This command is very specific to the speech synthesis system installed on OnXMedia. To use this command please consult your Vocalcom commercial.

21 Hermes.Net IVR Designer Page Read number Use this command to read a number or a decimal variable in several formats. Number : number or the variable containing the name to read. ' " (max 900e6 with format empty) Format ': description of the format to use Language ': language in which the number must be said. Listen ': allows you to test the format and listen to audio. Format Example: Number = and format = empty File: Twelve million, three hundred forty five thousand, six hundred seventy eight. Number = and format = 2 % File: Twelve, thirty four, fifty six, seventy eight. Number = and format = 3 % File: Four hundred fifty six, seventy eight. Number = and format = # ### ## ###. File: One, two hundred thirty four, fifty six, seventy eight.

22 Hermes.Net IVR Designer Page Interactive menu This command used to create a mini voice scenario. To do this, the command requires 3 audio messages. The first such as greeting, ex: Please type 1 for customer service, 2 for the service order. The second as input error ex: Sorry, this choice is not possible, type 1 for customer service, 2 for the service order. The third as error on any entry, ex: input time elapsed. Type 1 for customer service, 2 for the service order. Nota : Parameters, see chap

23 Hermes.Net IVR Designer Page DTMF input Use this command to enter one or more DTMF and save them in a global variable. Ending type ' defines how to stop the DTMF input DTMF (s) > by a particular DTMF code DTMF sequence > by a DTMF sequence, for example: * # *. Variable to store the result ' must contain a global variable. The seized DTMF will be stored in this variable. Note: other Parameters, see chap

24 Hermes.Net IVR Designer Page User function Use this command to enter custom script. The only Parameter for this command is the source code. The button Edit code ' open a bigger input window Voice record Use this command to save an audio message from the client. File Name ' is the path and name the saved file. Ending with ' specifies the DTMF stop recording. or if silent > ' specifies another ending source of the record. or record > ' specifies the time saving max.

25 Hermes.Net IVR Designer Page Set callback Use this command to schedule a callback on the current inbound campaign. Tel callback ' of the person to be called back. When callback ' specifies the day and time format of the callback: YYYYMMDDHHMM Marker reporting This command is not really a command, it allows you to place markers in the script. These markers will follow the client inside the IVR (via supervision), and view statistics (in reporting). Info to send ' corresponds to the text displayed in the supervision when the client is on this node. Unique Code ' specifies a decimal value for this code.

26 Hermes.Net IVR Designer Page Ending strategy This command sets the - actions to perform when the scenario is finished. Type of strategy Disconnection : Hangs up the call. Call Queueing : Change the client queue. The call can be redirected to the current queue, a different queue or to a specific agent. DID redirection : Redirects the call to another DID. Outsourcing : Sends the call to an external phone number Voice mail : redirect to a voice mail message script. Note: for each of these actions, it is possible to update both the IVR-specific variables. Variables Associated Data and memo, which, both can be retrieved in script form. 4.3 DATA BASE Commands Select the DB connection to be used. Each of the 3 data base commands, is in need of a connection string (sets in the Hermes.Net administrator) to perform queries. Available connections as well as the tables contained in these connections are displayed in the box global variables ' only when a Parameter field can receive this type of value.

27 Hermes.Net IVR Designer Page SQL SELECT Request Use this command to perform queries on a table and retrieve results or the name of the columns in IVR variables. 'Connection': connect DB Hermes.Net to use. SQL request ': SQL query to run. This query can contain global variables. The button Start Query Builder ' start the Hermes.NET V4 query editor. Get only column name ': used to retrieve only the name of the columns returned by the query. List of columns ': sets the name of the columns whose content must be recovered in global variables. Global variables are created automatically with préfix DB_IVR of the return of the query.

28 Hermes.Net IVR Designer Page SQL UPDATE Request This command to perform update queries on a table. 'Connection': connect DB Hermes.Net to use. SQL request ': SQL query to run. This query can contain global variables. The button Start Query Builder ' start the Hermes.NET V4 query editor SQL INSERT Request This command to perform insert queries on a table. 'Connection': connect DB Hermes.Net to use. SQL request ': SQL query to run. This query can contain global variables. The button Start Query Builder ' start the Hermes.NET V4 query editor.

29 Hermes.Net IVR Designer Page IVR Source Code Use the IVR code view window to check for errors. Ex: missing audio files, Parameters not filled in, etc etc. These errors are displayed on top of the screen on yellow background. This screen also allows : - to find the location command in the code: drop-down list Goto Command '. - To search a word or phrase: Search ' - Go to a particular row: Goto line '

30 Hermes.Net IVR Designer Page Generating an IVR 6.1 Interface When generating an IVR script, the following screen appears. This screen summarizes: source code, used audio files, generation options, execution platform, and the generation button The IVR script source code. Use to check the generated code and display any errors Generated script name This name includes the IVR s ID List of audio files used in the script. For each of these files, you can choose to copy or not on the executing server. Check the box to copy the file Generation options Copy all wav : Select or deselect all audio files. People in the IVR will be supervised : Use this option to indicate whether ot not you want to supervise this IVR. Debug Mode : Specify whether or not the generated script will send the commands necessary to the tracker (see Chapter 7) Marker on all command : specify if you want to use markers in this IVR Execution Plateforme. Select the drop-down list (OnXMedia) executing machine. Click the button Generate the IVR ' to launch generation.

31 Hermes.Net IVR Designer Page If generation succeeded, the top of the audio files area becomes blue, as below. When an error occurs in the script, the returned error is displayed in red under the name of the IVR, and the wrong code line is highlighted in yellow (in this example, we added a user-defined function by omitting Parameters to the VOICE_GET_DTMF function): 7. IVR Tracker

32 Hermes.Net IVR Designer Page Principle The IVR Tracking Editor of Hermes.NET is used to check the journey of a user in the generated script. This system needs to know the caller s phone number. This number must be entered in the area: Tel to track '. Once the number entered, click the green arrow to start monitoring. The IVR Editor window becomes: All commands are shaded to indicate that the user is not yet entered in the IVR.

33 Hermes.Net IVR Designer Page Then call the IVR s DID. Navigate in the script as a standard user, the screen display tells you your location in the scenario. At the end of the script the view returns to normal. Important Note : When your script is checked, it is very strongly recommended that you re - generate this script by unchecking the box Debug mode '. This mode debugs resources that are not needed in standard use mode.

34 Hermes.Net IVR Designer Page Annex 1 - Globales variables definition 8.1 Principle Standard Variables Use this screen to define variables that will be used in the script. A script variable must begin by $'. Each variable can be initialized with a specific value Variables linked to a table. It is possible to create variables based on the columns in a table in a Hermes.Net. Choose the connection and the desired table, and then click on auto Create Variables '. These variables will be initialized when the IVR is launched with the value of the INDICE received by the system Remark A variable declared but not used is not included in the script. 8.2 Interface Example of a standard global variable initialized but empty and 3 variables connected to a table.

35 Hermes.Net IVR Designer Page Annex 2 Criteria editor Criteria Editor allows to generate tests on the variables. The column value ' 1 contains the value to test, the column condition ' test to perform on this variable, and column value 2 ' the value to test. The radio button to specify whether a or ' or one and ' must be made between each criteria. By clicking the check box to the left of the table it is possible to write his own criterion as below:

36 Hermes.Net IVR Designer Page Annex 3- Supervision The supervisor has at its disposal three windows that can be used for the supervision of users in the IVR script. A window: IVR caller list ', a window IVR History ' and a window indicating the number of users in the IVR. Below a screenshot of supervision.

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