Avaya Interaction Center Release 6.0 External Function Library for Avaya IVR Programmer s Reference

Transcription

1 Avaya Interaction Center Release 6.0 External Function Library for Avaya IVR Programmer s Reference DXX Issue 2.0 June 2002

2 2002, Avaya Inc. All Rights Reserved Notice Every effort was made to ensure that the information in this book was complete and accurate at the time of printing. However, information is subject to change. Preventing Toll Fraud Toll fraud is the unauthorized use of your telecommunications system by an unauthorized party (for example, a person who is not a corporate employee, agent, subcontractor, or working on your company's behalf). Be aware that there may be a risk of toll fraud associated with your system and that, if toll fraud occurs, it can result in substantial additional charges for your telecommunications services. 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3 CONTENTS BEFORE YOU BEGIN AVAYA IVR AND AVAYA COMPUTER TELEPHONY FOR IC Overview Role of the VOX Server Configuration Requirements AVAYA COMPUTER TELEPHONY FOR IC DIP EXTERNAL FUNCTIONS 13 An Overview of vesp_dip Error Codes Command Line Options and Error Reporting Start the DIP Creating Requests Sample Constructed Function A Few Rules to Remember A Few Notes on Invoking External Functions List of the DIP s External Functions Function Definitions SAMPLE SCRIPT Overview Script Builder Application Script INDEX

4 Contents 4 External Function Library for Avaya IVR

5 BEFORE YOU BEGIN Typographical Conventions This guide uses the following font conventions: Font Type code italics Meaning This font signifies commands, information that you enter into the computer, or information contained in a file on your computer. This font is used to add emphasis to important words and for references to other chapter names and manual titles. It also indicates variables in a command string. jump Blue text in online documents indicates a hypertext jump to related information. To view the related material, click on the blue text. Notes, Tips, and Cautions Note: A note calls attention to important information. Tip: A tip offers additional how-to advice.! Caution: A caution points out actions that may lead to data loss or other serious problems. Contacting Technical Support If you are having trouble using Avaya software, you should: 1 Retry the action. Carefully follow the instructions in written or online documentation. 2 Check the documentation that came with your hardware for maintenance or hardware-related issues. 5

6 Before You Begin 3 Note the sequence of events that led to the problem and the exact messages displayed. Have the Avaya documentation available. 4 If you continue to have a problem, contact Avaya Technical Support by: Logging in to the Avaya Technical Support Web site Calling or faxing one of the following numbers from 8:30 a.m. to 8:30 p.m. (Eastern Standard Time), Monday through Friday (excluding holidays): Toll free in the U.S. only: TECH-SPT ( ) Direct line for international and domestic calls: Direct line for faxes: Sending with your question or problem to [email protected]. You may be asked to one or more files to Technical Support for analysis of your application and its environment. Note: If you have difficulty reaching Avaya Technical Support through the above URL or address, please go to for further information. Product Documentation Readme File Most Avaya product documentation is available in both printed and online form. However, some reference material is available only online, and certain information is available only in printed form. A PDF document with detailed information about all of the documentation for the Avaya Interaction Center is included in the Doc directory on the product CD-ROM. This PDF document is also included on the separate documentation CD-ROM. The Readme file is an HTML file included on the Avaya Interaction Center software CD-ROM. This file contains important information that was collected too late for inclusion in the printed documentation. The Readme file can include installation instructions, system requirements, information on new product features and enhancements, suggested work-arounds to known problems, and other information critical to successfully installing and using your Avaya software. You may also receive a printed Addendum to the Readme, containing similar information uncovered after the manufacture of the product CD-ROM. You should review the Readme file and the Readme Addendum before you install your new Avaya software. Electronic Documentation The electronic documentation (in PDF or HTML format) for each Avaya Interaction Center product is installed automatically with the program. Electronic documentation for the entire Avaya product suite is included on the product CD-ROM and the documentation CD-ROM. You can also view the documentation set online at 6 External Function Library for Avaya IVR

7 Educational Services Printed Documentation You can purchase printed copies of these manuals separately. For details, see "Ordering Information" on the back of this manual s title page. License to Print the Electronic Documentation Online copies of documentation are included on the CD-ROM that accompanies every software release. An Avaya customer who has licensed software (a Licensee ) is entitled to make this online documentation available on an internal network or intranet solely for the Licensee's use for internal business purposes. Licensees are granted the right to print the documentation corresponding to the software they have purchased solely for such purposes. Right-To-Print License Terms Documents must be printed as-is from the provided online versions. Making changes to documents is not permitted. Documents may be printed only by any employee or contractor of Licensee that has been given access to the online documentation versions solely for Licensee's internal business purposes and subject to all applicable license agreements with Avaya. Both online and printed versions of the documents may not be distributed outside of Licensee enterprise or used as part of commercial time-sharing, rental, outsourcing, or service bureau use, or to train persons other than Licensee's employees and contractors for Licensee's internal business purposes, unless previously agreed to in writing by Avaya. If Licensee reproduces copies of printed documents for Licensee's internal business purposes, then these copies should be marked For internal use only within <Licensee> only. on the first page or cover (where <Licensee> is the name of Licensee). Licensee must fully and faithfully reproduce any proprietary notices contained in the documentation. The copyrights to all documentation provided by Avaya are owned by Avaya and its licensors. By printing any copy of online documentation Licensee indicates its acceptance of these terms and conditions. This license only governs terms and conditions of printing online documentation. Please reference the appropriate license agreement for terms and conditions applicable to any other use, reproduction, modification, distribution or display of Avaya software and documentation. Educational Services Avaya University provides excellent training courses on a variety of topics. For the latest course descriptions, schedules, and online registration, you can get in touch with us: Through the web at Over the telephone at (within the U.S.) (outside of the U.S.) Through at [email protected] Issue 2.0 June

8 Before You Begin 8 External Function Library for Avaya IVR

9 CHAPTER 1 AVAYA IVR AND AVAYA COMPUTER TELEPHONY FOR IC Overview One way to improve the quality of customer service at your company s dial-up information center is to install a full-featured, flexible voice response system that can also access and play back selected information stored in your databases. Avaya Computer Telephony for IC (formerly known as CONVERSANT System for Interactive Voice Response) supports the Avaya Interactive Voice Response (Avaya IVR), enabling the IVR to communicate with both the telephone caller and the computer system. This manual describes the external functions contained in the Avaya Computer Telephony Data Interchange Program (DIP) written for Avaya CONVERSANT v. 6.1, 7, and 8. Note: The present manual is primarily concerned with describing the external function library that is available for the Avaya CONVERSANT. This manual is not a substitute for the VOX Server Programmer's Guide. It is advisable to read that entire manual. By calling the Avaya Computer Telephony functions contained in this DIP, you can develop Script Builder applications that perform actions such as: Play pre-recorded messages to the caller Get information entered by the caller on a touch-tone phone Retrieve values stored in a database through Avaya Computer Telephony Set values in a database through Avaya Computer Telephony Raise Avaya Computer Telephony alarms End or transfer the telephone call Invoke a subset of the transactions defined by the Workflow Designer for your specific site While the script is running, it has synchronous access to Avaya Computer Telephony for IC services. For example, a script can be directed to retrieve information from a database in response to a caller s request, and then read that information aloud to the customer by playing prerecorded sound bites or messages. 9

10 Chapter 1 Avaya IVR and Avaya Computer Telephony for IC Worthy of special mention is a technique you could use to let a caller hear messages recorded in his or her native language. If the customer s language preference is identified in the database, you could issue the Avaya Computer Telephony external function getvox to find out which language the VRU should speak to the caller. Then, if you have recorded messages in several languages, you could call selected vocabulary items from the appropriate foreign language vocabulary file. Role of the VOX Server The DIP installed on the Avaya CONVERSANT provides the means to access Avaya Computer Telephony services such as data retrieval and telephone call transfers. It enables the VRU to interact transparently with Avaya Computer Telephony for IC across the network. As illustrated below, Avaya CONVERSANT scripts invoke DIP external functions to communicate with Avaya Computer Telephony. Requests for Avaya Computer Telephony services pass through a TCP/IP connection into the VOX Server which interprets the DIP commands. The VOX Server passes on the script s requests to the appropriate Avaya Computer Telephony components and returns the responses in a form that the Avaya CONVERSANT can comprehend. The commands issued to the VOX Server are described in detail in the VOX Server Programmer's Guide. Avaya IVR Custom Servers & Databases customer CONVERSANT IVR Script Script Workflow Server PBX/ACD DIP TCP/IP VOX Server Telephony Server EDU Server The functions contained in the DIP are described in the next chapter. 10 External Function Library for Avaya IVR

11 Configuration Requirements Configuration Requirements For the VOX Server to recognize the VRU, it must be appropriately configured. The configuration parameters for the VOX Server are described in the VOX Server Programmer s Guide. These configuration parameters are set using the IC Manager administrative tool, as described in the IC Administration Volume 1: Servers & Domains. The only configuration parameters that must be set (all others having acceptable default settings) are those associated with IC Manager s Vru configuration tab. In the display area of the Vru tab, click the right mouse button. In the menu that appears, use the New Vru and New Line options to initially supply the needed configuration parameters, and the Edit option to change previously entered parameters. Note that, for the Avaya CONVERSANT IVR, the Initiate connection to VOX parameter should remain unchecked (the default). Note: vesp_dip asks the system how many (n) channels there are, and assumes they are numbered 0, 1,, n-1. Only the channels specified in the configuration parameters for a VOX Server are controlled by that specific VOX Server. This allows multiple VOX Servers to share a VRU by dividing up the channels. Issue 2.0 June

12 Chapter 1 Avaya IVR and Avaya Computer Telephony for IC 12 External Function Library for Avaya IVR

13 CHAPTER 2 AVAYA COMPUTER TELEPHONY FOR IC DIP EXTERNAL FUNCTIONS This chapter describes the functions you call to request Avaya Computer Telephony for IC services. The first part describes how to invoke Avaya Computer Telephony external function calls in the Script Builder application. The second part defines the functions provided in the DIP (Data Interchange Program). You may also wish to refer to Script Builder Application Script, on page 31, which contains a sample script demonstrating calls to these functions. The Avaya Computer Telephony DIP installed on the Avaya CONVERSANT provides a transparent interface to Avaya Computer Telephony. It is accessed through a single external function, named vesp_dip. Application scripts, constructed using Script Builder frames, invoke DIP functions to communicate with the VOX Server, the entry point into the Avaya Computer Telephony environment. The VOX Server, which can communicate with both environments, interprets these functions and provides all subsequent processing required to interact with Avaya Computer Telephony. An Overview of vesp_dip vesp_dip is a program that interchanges data between Avaya CONVERSANT and the VOX Server (called QCTI in the script). The vesp_dip program consists of the following files: vesp_dip vesp_dip.t vesp_dip.h vespdipi.h trap.t untrap.t Wherever vesp_dip.t is installed, a subdirectory named dip must be created for vesp_dip.h and vespdipi.h. 13

14 Chapter 2 Avaya Computer Telephony for IC DIP External Functions trap.t vesp_dip.t dip vesp_dip.h vespdipi.h To use vesp_dip in your scripts, you must create a field within your script that vesp_dip can use to store messages. This field should be initialized to an empty string at the beginning of your program. When you define the field, it must have this name and definition: name type size vespbuf char 256 Error Codes Your code should create and initialize the field but otherwise leave it alone. If you fail to do this, a compile error is received at Avaya CONVERSANT script install time, naming F_vespbuf as an unknown definition. If you make the size too small, script data becomes corrupt when you make Avaya Computer Telephony calls. Note: The DEFSPACE macro is not available to.t files; if it were, vespbuf would be defined within the.t file. Error codes other than those specified may indicate problems that require intervention (for example, starting Avaya Computer Telephony, fixing a script). In the simplest coding paradigms, negative values indicate fatal errors. Successful results are indicated by 0 or positive values. 14 External Function Library for Avaya IVR

15 Command Line Options and Error Reporting Calls to vesp_dip have a uniform error scheme. The vesp_dip functions can return the following values: Return Code Value Meaning -100 ERROR_NO_VESP Avaya Computer Telephony is not available the VOX Server is not connected to vesp_dip. May indicate a network error that separates the VOX Server and vesp_dip. May mean that the VOX Server was not started ERROR_BAD_REQUEST The command is not known to vesp_dip. Probably indicates misspelling of the command in the Avaya CONVERSANT script ERROR_VESP_EXCEPTION Avaya Computer Telephony raised an exception on this request: request failed. The VOX Server log will have more information. May indicate the passing of an invalid (badly formatted or terminated) EDUID, or an attempt to use a workflow transaction improperly, or an error in a Contact Engine Server's configuration. Command Line Options and Error Reporting The log file vesp_dip.log will generally contain only a few lines, which will give the time that vesp_dip started and its version number. On a fatal error, it will add another line explaining the error. This log file is not otherwise written to and is overwritten at each startup. vesp_dip normally writes to the Avaya CONVERSANT Trace facility on errors. (The Trace facility normally writes to the screen, though this can be changed. See the Avaya CONVERSANT documentation, which you can access from support.avaya.com. To run a trace on vesp_dip, enter the following at the Avaya CONVERSANT command line prompt: trace vesp_dip To run a trace on a particular channel (in this example, channel 10), enter: trace chan 10 Issue 2.0 June

16 Chapter 2 Avaya Computer Telephony for IC DIP External Functions There are five command options available:. Command sn nname pm Description Set the idle interval to N milliseconds; the default is The idle interval is an internal setting and should not matter in normal operation. In cases of network congestion, this also controls roughly how often stalled network writes are retried. Low settings are likely to harm system performance. Set the DIP s name to NAME. The default is vesp_dip. Use port M to listen on. If this is not set, vesp_dip looks up the definition of vespport in the TCP/IP services list. If that is not defined, a default of 3000 is used. The port number given here must be the same as the port number given with the configuration parameter TCP/IP Port. See Configuration Requirements, on page 11. d l Write debug messages to the Trace facility. Write warnings (and debug messages, if enabled with the d option) to vesp_dip.log. Use this only for debugging; the log file will grow without bounds if left on. Start the DIP To start the DIP: 1 Copy the vesp_dip.t, untrap.t, vesp_dip, vesp_dip.h, trap.t, and vespdipi.h files from the CD to the directory on your system from which it will run. The DIP runs from any directory, enabling you to configure the system s directory structure. 2 Make sure the vesp_dip file is executable before continuing. 3 Type the following at the system prompt and press ENTER. If multiple DIPs are to be run, both the n and p options must be used. vesp_dip s1200 nvesp_dip1 p The system sets the idle interval to 1200 milliseconds, renames the DIP log to vesp_dip1, and uses the port Creating Requests It is possible to construct functions with more than four parameters. This is done in several steps; up to 62 parameters can be added to a function (allowing for up to 30 names and values to be set or read in a request). Commands associated with creating and sending requests in steps begin with "+", so they will not overlap with actual VOX command names. These commands are: +create, +getarg, +send, +setarg Arguments in the constructed functions must be placed in positions in accordance with the definitions for the VOX Server commands. 16 External Function Library for Avaya IVR

17 +create Command Replies to requests are preserved until the next +create command, or until any request not beginning with a + is used. It is permissible to use +getarg to read responses from commands that were not built with +create. (Any request that doesn t begin with "+" uses the +create, +setarg and +getarg mechanism internally.) Note: The "+" commands should not be used to construct requests that cannot accept a variable number of arguments, such as VOX.alarm, VOX.newcall, or VOX.gone. In particular, VOX.newcall has a special calling sequence, which the +create method explicitly does not handle. The next four subsections discuss the four "+" commands. A sample constructed function is presented in Sample Constructed Function, on page 18. +create Command Syntax Parameters +create string1 string2 string1 string2 An allowed VOX Server command name ("VOX.setvdu", "VOX.getvdu", "VOX.getvox", "VOX.tr1XXX", or "VOX.tr2XXX") A string containing the total number of arguments Returns This command creates a request. It should return immediately. It does not communicate with the VOX Server. Example +create "VOX.getvdu" "5" +getarg Command Syntax +getarg string variable Parameters string A string representing the argument to be fetched ("0", "1",..., or "62") variable A variable in which to place the result Returns Example This command gets the desired argument. The string value "0" (or empty) obtains any error string (exception) the VOX Server returns on the request. This will be an empty string if the vesp_dip request did not return an error. The string is useful for debugging and logging; it is not intended that an Avaya CONVERSANT script attempt to analyze it. An exception string from any Avaya Interaction Engine Server may be returned (especially the EDU, Telephony, Workflow, and VOX servers). +getarg "3" valuea Issue 2.0 June

18 Chapter 2 Avaya Computer Telephony for IC DIP External Functions +send Command Syntax Returns +send This command sends the assembled request. This command does not return until the VOX Server has responded (or the request has timed out). The return code represents the VOX Server's reply. +setarg Command Syntax Parameters +setarg string1 string2 string1 A string indicating the argument you are setting ("1", "2",..., or "62") string2 A string containing the value of the argument Returns Example This command sets the value of the given argument. Any arguments not specified are left blank. +setarg "2" "A" Sample Constructed Function The following can be used to fetch two values (A and B) from the EDU. +create "VOX.getvdu" "5" +setarg "1" "2df5d9e6003b a1f430002" +setarg "2" "A" +setarg "4" "B" +send +getarg "3" valuea +getarg "5" valueb Create a 5 parameter request. First is your actual EDUID. Next is the name of the first value. Skip 3, which is where A s result will go. Send and wait for response. Get A s value. Get B s value. As an example, the Define External Function screen for the +create command would look as follows (see A Few Notes on Invoking External Functions, on page 19 for additional discussion of this screen): 18 External Function Library for Avaya IVR

19 A Few Rules to Remember Define External Function Function Name: Argument 1: Argument 2: vesp_dip +create VOX.getvdu Argument 3: 5 Argument 4: Argument 5: Return Code Is In Field dummy dummy ret_code A Few Rules to Remember There are a few scripting rules you must follow to ensure proper communication between your Avaya CONVERSANT and the Avaya Computer Telephony software: 1 A caller might hang up at any time. The script must be prepared to handle this. Therefore, be sure to insert the external function trap at the very beginning of the script. It must be the script s first operation, placed even before the Answer Phone statement. You will also need to add a Hungup: label in your script, which will run if the caller hangs up. 2 As soon as the call is accepted by the script (via the Answer Phone statement), the script must immediately invoke the newcall function. If it does not, the call is not handled properly and subsequent calls could be affected. 3 When the call ends, regardless of the reason caller hangup, script termination, etc. the script must immediately invoke the DIP s gone function. If not, both that call and all subsequent calls on that line may be lost or otherwise improperly handled by the system. Do not handle new calls on that line until the gone function returns a response. A Few Notes on Invoking External Functions Application scripts for Avaya CONVERSANT are constructed using Script Builder. The Script Builder tool presents a series of forms, or frames, in which you enter function information. The actions to be performed by the script are selected from menus within the Define Transaction screen. To insert an Avaya Computer Telephony command, select the action step External Function. Then define the parameters in the Define External Function screen that appears. Note: The rest of this section applies to all external functions except trap and untrap see trap, on page 21 and untrap, on page 29. Issue 2.0 June

20 Chapter 2 Avaya Computer Telephony for IC DIP External Functions The Define External Function screen requires you to enter 5 positional parameters, each a short string. You define the fields within the screen. Define External Function Function Name: Argument 1: Argument 2: Argument 3: Argument 4: Argument 5: Return Code Is In Field vesp_dip <external_function_name> <arg1> <arg2> <arg3> <arg4> ret_code Note: A function must always contain five fields. You must enter values in all five fields. Enter empty fields ("") if there is no parameter associated with that argument. The sample program in Script Builder Application Script, on page 31, contains examples of empty dummy variables. The function name is always vesp_dip. The first argument parameter is always the name of one of the vesp_dip external functions. The meaning of the other four arguments vary with each function. In both this chapter and the sample program, ret_code is the name of the field that reports the success or failure of the action. If an action fails, the script cannot continue running and the conversation is terminated. In the sample application script in Script Builder Application Script, on page 31, an action s failure is signaled by a ret_code of less than zero (ret_code < 0). The script goes to the TECH_ERROR module, plays a prerecorded announcement, and then executes the gone function to notify Avaya Computer Telephony that the call has ended. Avaya Computer Telephony can then perform its own call termination routines. List of the DIP s External Functions The following chart lists the functions described in this chapter. Function trap newcall pseudo_ani getvdu getvox Description Handle a caller hang up Notify Avaya Computer Telephony that a new call has arrived and ask for its EDUID Return a pseudo-ani to a network IVR Retrieve a single field value from the database via the call s EDU Retrieve a single field value from the VOX Server s value cache 20 External Function Library for Avaya IVR

21 Function Definitions Function setvdu tr<n><op> transfer gone alarm untrap Description Set or overwrite a single value in the telephone call s EDU Request the Workflow Designer to perform a custom transaction Transfer this call to an agent Notify Avaya Computer Telephony that the call has ended Raise an Avaya Computer Telephony alarm, an indication of an exceptional condition or error Handle IVR work after call is gone Function Definitions Presented in the order in which they are likely to be called, the following sections describe each function s syntax, followed by a brief description, and a program example. Argument parameters are defined in the same order as you would enter them into the Define External Function screen: Argument 1: <external_function_name> Argument 2: <arg1> Argument 3: <arg2> Argument 4: <arg3> Argument 5: <arg4> The program example in each section illustrates how the DIP function might be defined in the Define External Function screen. Note: Any function that can accept an EDUID can also accept a string of the form #channelnum (for example: #17). See the VOX Server Programmer's Guide. trap Syntax Description There are no arguments for this function. The script must be prepared to handle a caller hangup at any time. It is necessary to call the external function trap at the very beginning of the script immediately after the label start. trap handles hangups by going to the label Hungup:. You must have this label. After-call cleanup should be performed at the point in the script where this label occurs. See the sample script in Script Builder Application Script, on page 31, for an example. Issue 2.0 June

22 Chapter 2 Avaya Computer Telephony for IC DIP External Functions Script Builder Example Define External Function Function Name: trap Argument 1: Argument 2: Argument 3: Argument 4: Argument 5: Return Code Is In Field newcall Syntax Argument 1: newcall Notify Avaya Computer Telephony that a new call arrived on the VRU Argument 2: vduid The EDUID received from Avaya Computer Telephony, which identifies the new call Argument 3: dummy Empty Argument 4: dummy Empty Argument 5: dummy Empty Description This function has a dual purpose: it notifies Avaya Computer Telephony when a call arrives on the IVR, and it asks Avaya Computer Telephony to pass back an EDUID for that call. It must be invoked immediately after Answer Phone. Script Builder Example Note: The EDUID identifies the call within Avaya Computer Telephony. It is unique to the particular call, and essential for all Avaya Computer Telephony requests. Define External Function Function Name: Argument 1: Argument 2: Argument 3: vesp_dip 'newcall' vduid dummy 22 External Function Library for Avaya IVR

23 pseudo_ani Argument 4: Argument 5: Return Code Is In Field dummy dummy ret_code pseudo_ani Syntax Argument 1: pseudo_ani Return a pseudo-ani Argument 2: vduid The EDUID, which is passed to Avaya Computer Telephony to identify the call Argument 3: ps_ani The pseudo-ani associated with the call Argument 4: dummy Empty Argument 5: dummy Empty Description This function is used only with a network IVR (an IVR not associated with an Avaya Computer Telephony Server) that wishes to transfer a call to an Avaya Computer Telephony-enabled site. Script Builder Example This function takes a pseudo-ani from the list provided by the configuration parameter pseudo_ani, associates it with the given EDUID, and returns the pseudo-ani in the response. For a discussion of the pseudo-ani, and the VOX Server s interaction with a network IVR, see the VOX Server Programmer's Guide. Define External Function Function Name: Argument 1: Argument 2: Argument 3: Argument 4: Argument 5: Return Code Is In Field vesp_dip "pseudo_ani" vduid ps_ani dummy dummy ret_code Issue 2.0 June

24 Chapter 2 Avaya Computer Telephony for IC DIP External Functions getvdu Syntax Argument 1: getvdu Get a value from the EDU Argument 2: vduid The EDUID, which is passed to Avaya Computer Telephony to identify the call Argument 3: fieldname Name of the field to query Argument 4: value Value returned; empty if the field does not exist Argument 5: dummy Empty Description Retrieve a single value from the call s EDU. Script Builder Example For example, in a simplified scenario, the customer s account information is looked up in the database and stored in an EDU on the EDU Server. The EDU Server passes the requested information to the VOX Server, which in turn passes the value to the VRU. Invoking this function also updates the name/value pair stored in the VOX Server s value cache. For more information about getvdu and the value cache, see the VOX Server Programmer's Guide. Note: Always issue the getvdu function instead of getvox if there is any risk of other software running in parallel with your Avaya CONVERSANT script; otherwise, pertinent EDU values may differ. Define External Function Function Name: Argument 1: Argument 2: Argument 3: Argument 4: Argument 5: Return Code Is In Field vesp_dip "getvdu" vduid "balance" value dummy ret_code 24 External Function Library for Avaya IVR

25 getvox getvox Syntax Argument 1: getvox Get a value from the VOX Server value cache Argument 2: vduid The EDUID, which is passed to Avaya Computer Telephony to identify the call Argument 3: fieldname Name of the field to query Argument 4: value Value returned; empty if the field does not exist Argument 5: dummy Empty Description Retrieve a single value from the EDU s name/value pair stored in the VOX Server s value cache. Script Builder Example Because getvox retrieves the information from the VOX Server s value cache rather than from the EDU Server, it results in faster response time and less network traffic than using getvdu. Use getvox only when you are certain that the cache holds the field s most recent value. This will always be the case if only the Avaya CONVERSANT script can cause the EDU s value to change. For example, if a field can be set only by an invocation of the tr2setaccnt function and not by any other Avaya Computer Telephony software, both the VOX Server cache and the EDU will contain the same field values. getvox is best suited for accessing stable information such as account numbers and ANIs (Automatic Number Identifiers). For more information about getvox and the value cache, see the VOX Server Programmer's Guide. Note: Always issue the getvdu function instead of getvox if there is any risk of other software running in parallel with your Avaya CONVERSANT script; otherwise, pertinent EDU values may differ. Define External Function Function Name: Argument 1: Argument 2: Argument 3: Argument 4: Argument 5: Return Code Is In Field vesp_dip "getvox" vduid "language" value dummy ret_code Issue 2.0 June

26 Chapter 2 Avaya Computer Telephony for IC DIP External Functions setvdu Syntax Argument 1: setvdu Set a value in the EDU Argument 2: vduid The EDUID, which is passed to Avaya Computer Telephony to identify the call Argument 3: fieldname Name of the database field Argument 4: value New value of the field Argument 5: dummy Empty Description This function sets or overwrites a single value in the customer s account information. The VRU passes the name/value pair information to the VOX Server, which in turn passes it to the EDU Server. Script Builder Example Define External Function Function Name: Argument 1: Argument 2: Argument 3: Argument 4: Argument 5: Return Code Is In Field vesp_dip "setvdu" vduid "pmt_reported" value dummy ret_code tr<n><op> Syntax Argument 1: tr<n><op> Perform a custom transaction Argument 2: vduid The EDUID, which is passed to Avaya Computer Telephony to identify the call Argument 3: fieldvalue Value of the database field Argument 4: dummy Empty Argument 5: dummy Empty 26 External Function Library for Avaya IVR

27 transfer Description Transaction operation commands communicate with the Workflow Designer. Workflow Designer features are customized for each customer either by Avaya or by the customer. Script Builder Example Note: Transaction operation commands are custom designed for your site. If desired, you could execute tr<n><op> requests on the Avaya CONVERSANT in order to change information in Avaya Interaction Center databases, fax information, perform complex calculations, pre-fetch images, or whatever else is needed. Among the many operations that the Workflow Designer could perform, setaccnt is one commonly used; therefore, it is presented as an example: The tr2setaccnt function instructs the Workflow Designer to operate on a given account number. The function does not return until both the EDU Server and the VOX Server value cache have stored this information. Execute getvox or getvdu functions in your Avaya CONVERSANT script to obtain the results of the tr2setaccnt request. Define External Function Function Name: Argument 1: Argument 2: Argument 3: Argument 4: Argument 5: Return Code Is In Field vesp_dip "tr2setaccnt" vduid account dummy dummy ret_code transfer Syntax Argument 1: transfer Transfer call to an agent Argument 2: vduid The EDUID, which is passed to Avaya Computer Telephony to identify the call Argument 3: number PBX extension to which the call is transferred Argument 4: dummy Empty Argument 5: dummy Empty Description Transfer a call from the VRU to an agent at the specified extension number. Issue 2.0 June

28 Chapter 2 Avaya Computer Telephony for IC DIP External Functions This does not terminate the EDU. The function gone must be called to terminate the EDU. Until gone is called, the CONVERSANT script continues to access the EDU and cache. Script Builder Example Define External Function Function Name: Argument 1: Argument 2: vesp_dip "transfer" vduid Argument 3: "4001" Argument 4: Argument 5: Return Code Is In Field dummy dummy ret_code gone Syntax Argument 1: gone Notify Avaya Computer Telephony that the call has ended Argument 2: vduid The EDUID, which is passed to Avaya Computer Telephony to identify the call Argument 3: reason Reason for ending the call, or blank Argument 4: dummy Empty Argument 5: dummy Empty Description Notify Avaya Computer Telephony that the call has ended. This releases the EDUID. gone must always be issued when the call ends. Script Builder Example Note: Be sure to issue the gone function before the script ends; if you do not, subsequent calls on that channel could be lost or otherwise improperly handled. Define External Function Function Name: Argument 1: Argument 2: vesp_dip gone vduid Argument 3: 28 External Function Library for Avaya IVR

29 alarm Argument 4: Argument 5: Return Code Is In Field dummy dummy ret_code alarm Syntax Argument 1: alarm Raises an Avaya Computer Telephony alarm Argument 2: alarmname The alarm's name (one word) Argument 3: priority The alarm s priority code: Low, High, Info, or EMERGENCY Argument 4: message Brief text that describes the problem Argument 5: dummy Empty Description This function raises an Avaya Computer Telephony alarm through the VOX Server to indicate some exceptional condition or error. This function is useful for debugging. As shown in the script example in Script Builder Application Script, on page 31, alarms can also add an extra measure of security to the system. Script Builder Example Define External Function Function Name: Argument 1: Argument 2: Argument 3: Argument 4: Argument 5: Return Code Is In Field vesp_dip "alarm" "InvalidPIN" "Low" "Entered Invalid PIN" dummy ret_code untrap Syntax Description There are no arguments for this function. The untrap function is rarely used. It can be used to allow the VRU script to do additional work after calling the gone function. Issue 2.0 June

30 Chapter 2 Avaya Computer Telephony for IC DIP External Functions untrap requires that the label Quit: be added to the script. At the point in the script where this label occurs, the script would typically deal with hangup when there are no Avaya Computer Telephony issues to worry about. See the sample pseudo-code given below. Script Builder Example Define External Function Function Name: untrap Argument 1: Argument 2: Argument 3: Argument 4: Argument 5: Return Code Is In Field Pseudocode Example trap #branch to Hungup: if customer hangs up Answer Phone newcall vduid #tell QCTI we received the call...do work with QCTI... gone vduid #tell QCTI we have finished QCTI work vduid = "" #for neatness untrap #on a hangup, go to Quit:...do work without QCTI... exit #done Hungup: if vduid > "" then gone vduid #clean up if needed vduid = "" exit Quit: exit 30 External Function Library for Avaya IVR

31 CHAPTER 3 SAMPLE SCRIPT Overview This Script Builder application demonstrates calls to the Avaya Computer Telephony external function DIP for the Avaya CONVERSANT software. This script illustrates how a bank could use Avaya Computer Telephony and Avaya CONVERSANT to interact with its customers. Among other items, it shows: How certain information, such as the customer s identity, might be obtained through the customer s ANI. How other information, such as an account number, might be entered by the customer using a touch-tone telephone as an input terminal. How a customer may obtain account balance information. Data is fetched from databases by Avaya Interaction Center, passed back to the VRU, and then read aloud over the telephone in the customer s language of choice. How a customer can speak to an agent, either at the customer s request or if the customer repeatedly fails to enter information properly. Script Builder Application Script #This application demonstrates interaction with #the QCTI server. #Avaya, Inc. June, 2002 #version 1.5 #Trap a premature hangup so a hangup message may be #sent to the VOX server. 1. External Function Function Name: trap #Wait until a call comes in. Process the call. 2. Answer Phone 31

32 Chapter 3 Sample Script #OK, we have a call. #Initialization. 3. Set Field Value Field: greeted_the_caller = 0 Field: name_received = 0 Field: balance_received = 0 Field: language_received = 0 Field: end_of_call = 0 4. Set Field Value Field: caller_error_account = 0 Field: count_pin_caller = 0 Field: pin_error = 0 Field: count_error_choice = 0 Field: greeted_caller_native = 0 5. Set Field Value Field: vespbuf = "" #Every call to an external function requires 3 steps: #Set Field Value, External Function, Evaluate. #Every external function requires 5 arguments; #those which we don't use are set as empty. 6. Set Field Value Field: dummy = "" #Tell the VOX server that a new call has #arrived and get the call's VDUID back. 7. Set Field Value Field: command = "newcall" 8. External Function Function Name: vesp_dip Use Arguments: command value dummy dummy dummy Return Field: ret_code 9. Evaluate If ret_code < Goto TECH_ERROR 11. Set Field Value Field: vduid = value #We know who is calling, so we can get his account #number from QCTI. 12. Set Field Value Field: command = "getvox" Field: argument = "account" 13. External Function Function Name: vesp_dip Use Arguments: command vduid argument value dummy Return Field: ret_code 14. Evaluate 32 External Function Library for Avaya IVR

33 Script Builder Application Script If ret_code < Goto TECH_ERROR 16. Set Field Value Field: account = value #If we could not retrieve this information, ask #caller for input in English. If we got his #account # from QCTI, prove that we are talking #to the right person. 17. Evaluate If account = "" 18. Announce Phrase: "English: Greet the caller" 19. Set Field Value Field: greeted_the_caller = Goto SET_ACCOUNT_NUMBER Else 21. Goto GET_VOCAB SET_ACCOUNT_NUMBER: 22. Set Field Value Field: account = "" Field: pin = "" 23. Prompt & Collect Prompt Phrase: "Enter your account number." Input Caller Input Field: account Min Number Of Digits: 06 Max Number Of Digits: 06 Checklist Case: "Input OK" Goto CONFIRM_ACCOUNT Case: "Initial Timeout" Reprompt Case: "Too Few Digits" Reprompt Case: "No More Tries" Goto ALARM_ACCOUNT End Prompt & Collect CONFIRM_ACCOUNT: #Send account # to QCTI. 24. Set Field Value Field: command = "tr2setaccnt" 25. External Function Issue 2.0 June

34 Chapter 3 Sample Script Function Name: vesp_dip Use Arguments: command vduid account dummy dummy Return Field: ret_code 26. Evaluate If ret_code < Goto TECH_ERROR #Make sure the account number is valid. #Get pin (Personal Identification Number) from QCTI. 28. Set Field Value Field: command = "getvox" Field: argument = "pin" 29. External Function Function Name: vesp_dip Use Arguments: command vduid argument value dummy Return Field: ret_code 30. Evaluate If ret_code < Goto TECH_ERROR 32. Set Field Value Field: pin = value 33. Evaluate If pin = "" 34. Set Field Value Field: account = "" Field: caller_error_account = caller_error_account Evaluate If caller_error_account < Goto SET_ACCOUNT_NUMBER Else 37. Goto ALARM_ACCOUNT Else 38. Goto GET_VOCAB GET_VOCAB: #Retrieve information from QCTI about what language #the caller speaks. #There are only three available vocabularies on the #system now: English, Russian and Hindi. You can #add as many as you need. #English is the default vocabulary. 39. Set Field Value Field: command = "getvox" Field: argument = "language" 40. External Function Function Name: vesp_dip 34 External Function Library for Avaya IVR

35 Script Builder Application Script Use Arguments: command vduid argument value dummy Return Field: ret_code 41. Evaluate If ret_code < Goto TECH_ERROR 43. Set Field Value Field: language = value #Check if we already greeted the caller in his #native language or greeted at all. 44. Evaluate If greeted_caller_native = Evaluate If language = "Russian" 46. Announce Phrase: "Russian: Greet the caller" Elseif language = "Hindi" 47. Announce Phrase: "Hindi: Greet the caller" Else 48. Evaluate If greeted_the_caller = Announce Phrase: "English: Greet the caller" 50. Set Field Value Field: greeted_caller_native = 1 Field: greeted_the_caller = Goto PROVE_THE_CALLER PROVE_THE_CALLER: #Get pin from the caller to prove that the caller #is who he says he is. #Talk to the caller in the appropriate language. 52. Evaluate If language = "Russian" 53. Announce Phrase: "Russian: Enter your pin #" Elseif language = "Hindi" 54. Announce Phrase: "Hindi: Enter your pin #" Issue 2.0 June

36 Chapter 3 Sample Script Else 55. Announce Phrase: "English: Enter your pin #" 56. Set Field Value Field: count_pin_caller = count_pin_caller Evaluate If count_pin_caller < Prompt & Collect Input Caller Input Field: pin_caller Min Number Of Digits: 04 Max Number Of Digits: 04 Checklist Case: "Input OK" Goto PROVE Case: "Initial Timeout" Reprompt Case: "Too Few Digits" Reprompt Case: "No More Tries" Goto ALARM_PIN End Prompt & Collect Else 59. Goto ALARM_PIN PROVE: #If pin from QCTI and pin from caller input #are the same, fine, the caller can go on, #we have the right person and now we can #communicate with him. #Otherwise, make him go back and re-enter both his #account # and pin. If he gets them wrong, raise #an alarm and transfer him to an agent. 60. Evaluate If pin = pin_caller 61. Goto GET_CALLER_REQUEST Else 62. Set Field Value Field: pin_error = pin_error Evaluate If pin_error < Goto SET_ACCOUNT_NUMBER Else 65. Goto ALARM_PIN 36 External Function Library for Avaya IVR

37 Script Builder Application Script GET_CALLER_REQUEST: #Talk to the caller in the appropriate language. 66. Evaluate If language = "Russian" 67. Goto RUSSIAN_GET_REQUEST Elseif language = "Hindi" 68. Goto HINDI_GET_REQUEST Else 69. Goto ENGLISH_GET_REQUEST ENGLISH_GET_REQUEST: 70. Evaluate If name_received = Announce Phrase: "English: For name press 1." 72. Evaluate If balance_received = Announce Phrase: "English: For balance press 2." 74. Evaluate If language_received = Announce Phrase: "English: For language press 3." 76. Announce Phrase: "English: For transfer press 0." 77. Evaluate If end_of_call = Announce Phrase: "English: To end the call press 9." 79. Goto DO_REQUEST RUSSIAN_GET_REQUEST: 80. Evaluate If name_received = 0 Issue 2.0 June

38 Chapter 3 Sample Script 81. Announce Phrase: "Russian: For name press 1." 82. Evaluate If balance_received = Announce Phrase: "Russian: For balance press 2." 84. Evaluate If language_received = Announce Phrase: "Russian: For language press 3." 86. Announce Phrase: "Russian: For transfer press 0." 87. Evaluate If end_of_call = Announce Phrase: "Russian: To end the call press 9." 89. Goto DO_REQUEST HINDI_GET_REQUEST: 90. Evaluate If name_received = Announce Phrase: "Hindi: For name press 1." 92. Evaluate If balance_received = Announce Phrase: "Hindi: For balance press 2." 94. Evaluate If language_received = Announce 38 External Function Library for Avaya IVR

39 Script Builder Application Script Phrase: "Hindi: For language press 3." 96. Announce Phrase: "Hindi: For transfer press 0." 97. Evaluate If end_of_call = Announce Phrase: "Hindi: To end the call press 9." 99. Goto DO_REQUEST DO_REQUEST: 100. Prompt & Collect Input Max Number Of Digits: 01 Checklist Case: "0" Goto TRANSFER_TO_AGENT Case: "1" Goto GET_NAME Case: "2" Goto GET_BALANCE Case: "3" Goto GET_LANGUAGE Case: "9" Goto GOODBYE Case: "Not On List" Goto ERROR_CHOICE Case: "Initial Timeout" Goto GET_CALLER_REQUEST Case: "Too Few Digits" Goto GET_CALLER_REQUEST Case: "No More Tries" Goto ALARM_CHOICE End Prompt & Collect ERROR_CHOICE: 101. Set Field Value Field: count_error_choice = count_error_choice Evaluate If count_error_choice < Goto GET_CALLER_REQUEST Else 104. Goto ALARM_CHOICE Issue 2.0 June

40 Chapter 3 Sample Script GET_NAME: 105. Set Field Value Field: command = "getvox" Field: argument = "name" 106. External Function Function Name: vesp_dip Use Arguments: command vduid argument value dummy Return Field: ret_code 107. Evaluate If ret_code < Goto TECH_ERROR 109. Set Field Value Field: name = value 110. Announce Phrase: "Name is" Field: name As Cmmf 111. Set Field Value Field: name_received = Goto GET_CALLER_REQUEST GET_BALANCE: 113. Set Field Value Field: command = "getvox" Field: argument = "balance" 114. External Function Function Name: vesp_dip Use Arguments: command vduid argument value dummy Return Field: ret_code 115. Evaluate If ret_code < Goto TECH_ERROR 117. Set Field Value Field: balance = value 118. Announce Phrase: "Your balance is" Field: balance As N$D2 #The following statements illustrate the use #of the setvdu and getvdu functions Evaluate If language = "Russian" 120. Announce Phrase: "Russian: The balance you want" Elseif language = "Hindi" 40 External Function Library for Avaya IVR

41 Script Builder Application Script 121. Announce Phrase: "Hindi: The balance you want" Else 122. Announce Phrase: "English: The balance you want" 123. Prompt & Collect Input Caller Input Field: new_balance Max Number Of Digits: 08 Checklist Case: "Input OK" Continue Case: "Initial Timeout" Reprompt Case: "Too Few Digits" Reprompt Case: "No More Tries" Goto ALARM_CHOICE End Prompt & Collect 124. Set Field Value Field: command = "setvdu" Field: argument = "balance" 125. External Function Function Name: vesp_dip Use Arguments: command vduid argument new_balance dummy Return Field: ret_code 126. Evaluate If ret_code < Goto TECH_ERROR 128. Set Field Value Field: command = "getvdu" Field: argument = "balance" 129. External Function Function Name: vesp_dip Use Arguments: command vduid argument value dummy Return Field: ret_code 130. Evaluate If ret_code < Goto TECH_ERROR 132. Evaluate If value!= new_balance 133. Goto ALARM_SETVDU 134. Set Field Value Field: balance = value Issue 2.0 June

42 Chapter 3 Sample Script 135. Announce Phrase: "Your balance is" Field: balance As N$D Set Field Value Field: balance_received = Goto GET_CALLER_REQUEST GET_LANGUAGE: 138. Set Field Value Field: command = "getvox" Field: argument = "language" 139. External Function Function Name: vesp_dip Use Arguments: command vduid argument value dummy Return Field: ret_code 140. Evaluate If ret_code < Goto TECH_ERROR 142. Set Field Value Field: language = value 143. Announce Phrase: "Language is" Field: language As Cmmf 144. Set Field Value Field: language_received = Goto GET_CALLER_REQUEST ALARM_ACCOUNT: 146. Set Field Value Field: command = "alarm" Field: arg2 = "InvalidAccount" Field: arg3 = "Low" Field: arg4 = "Entered invalid account #" 147. External Function Function Name: vesp_dip Use Arguments: command arg2 arg3 arg4 dummy Return Field: ret_code 148. Goto TRANSFER_TO_AGENT ALARM_SETVDU: 149. Set Field Value Field: command = "alarm" Field: arg2 = "SetvduWrong" Field: arg3 = "EMERGENCY" Field: arg4 = "setvdu and getvdu didn't work!" 150. External Function 42 External Function Library for Avaya IVR

43 Script Builder Application Script Function Name: vesp_dip Use Arguments: command arg2 arg3 arg4 dummy Return Field: ret_code 151. Goto GOODBYE ALARM_PIN: 152. Set Field Value Field: command = "alarm" Field: arg2 = "InvalidPIN" Field: arg3 = "Low" Field: arg4 = "Entered invalid PIN" 153. External Function Function Name: vesp_dip Use Arguments: command arg2 arg3 arg4 dummy Return Field: ret_code 154. Goto TRANSFER_TO_AGENT ALARM_CHOICE: 155. Set Field Value Field: command = "alarm" Field: arg2 = "InvalidChoice" Field: arg3 = "Low" Field: arg4 = "Invalid choice" 156. External Function Function Name: vesp_dip Use Arguments: command arg2 arg3 arg4 dummy Return Field: ret_code 157. Goto TRANSFER_TO_AGENT TRANSFER_TO_AGENT: 158. Set Field Value Field: command = "transfer" Field: arg2 = "4000" 159. External Function Function Name: vesp_dip Use Arguments: command vduid arg2 dummy dummy Return Field: ret_code 160. Set Field Value Field: command = "gone" Field: reason = "" 161. Goto END_CALL GOODBYE: #Talk to the caller in the appropriate language Evaluate If language = "Russian" 163. Announce Phrase: "Russian: Thanks for calling" Elseif language = "Hindi" Issue 2.0 June

44 Chapter 3 Sample Script 164. Announce Phrase: "Hindi: Thanks for calling" Else 165. Announce Phrase: "English: Thanks for calling" 166. Set Field Value Field: end_of_call = Set Field Value Field: command = "gone" Field: reason = "goodbye" 168. Goto END_CALL Hungup: 169. Set Field Value Field: command = "gone" Field: reason = "" 170. Goto END_CALL TECH_ERROR: 171. Announce Phrase: "We are experiencing technical problems." Phrase: "sil.200" Phrase: "Please call us again." 172. Set Field Value Field: command = "gone" Field: reason = "tech_problems" 173. Goto END_CALL END_CALL: 174. External Function Function Name: vesp_dip Use Arguments: command vduid reason dummy dummy Return Field: ret_code 175. Quit 44 External Function Library for Avaya IVR

45 INDEX Symbols +create getarg send 16, 18 +setarg 16, 18 A alarm function 29 Avaya CONVERSANT System 9 Avaya Interactive Voice Response (Avaya IVR) 9 C channel 11 command line options 16 commands 9 configuration requirements 11 CONVERSANT 9 +create 16, 18 custom transactions 27 D DIP 9 E educational services 7 error codes 15 error reporting external functions 9 F foreign languages 10 functions 9 creating 16 G +getarg 16, 18 getvdu function 24 getvox function 25 gone function 28 L line 11 log files M multi-language support 10 N network IVR 23 newcall function 22 O options, command line 16 P port number 16 pseudo_ani function 23 R requests 9 requirements configuration 11 ret_code 20 S Script Builder Define External Function screen 19 Define Transaction screen 19 invoking vesp_dip 19 sample application 31 VOX Server interaction 10 scripting rules Answer Phone 19 gone 19 insert trap 19 newcall 19 parameters 20 return field 20 +send 16, 18 +setarg 16, 18 setvdu function

46 Index T TCP/IP 10 tr function 26 transaction operations 27 trap function 21 U untrap function V vesp_dip 10, 13, 20 function list 20 multiple 16 scripting rules 19 vesp_dip functions +create getarg send 16, 18 +setarg 16, 18 alarm 29 getvdu 24 getvox 25 gone 28 newcall 22 pseudo_ani 23 setvdu tr 26 trap 21 untrap VOX Server interpreting Avaya Computer Telephony messages 10 interpreting scripts 13 interpreting VRU messages 10 role 10 value cache 24 25, 27 VRU interpreting Avaya Computer Telephony responses 10 network External Function Library for Avaya IVR