Administering Avaya IP Office Contact Center IVR Editor

Transcription

1 Administering Avaya IP Office Contact Center IVR Editor Release Issue 2 February 2016

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5 Contents Chapter 1: Overview of Interactive Voice Response... 7 Examples of IVR usage... 7 Architecture topologies Topology for data storage Chapter 2: IVR scripts and script elements Purpose of IVR scripts IVR script types IVR script elements Basic elements Speech elements Telephony elements Database elements Chapter 3: Working with IVR scripts Logging in to the IVR Editor Creating IVR script folders Creating an IVR script Opening IVR scripts IVR script elements Adding elements Connecting elements Editing element properties Moving elements Deleting elements Creating and editing local variables Changing and refreshing IVR script views Assigning IVR scripts to voice units Properties tab field descriptions Saving and enabling IVR scripts Script error messages Previewing and printing IVR scripts Closing all IVR script windows Moving IVR scripts to a different folder Renaming IVR scripts or folders Deleting IVR scripts or folders IVR script tools Configuring IVRs Defining time-off periods Exporting the IVR script data Importing IVR script data February 2016 Administering Avaya IP Office Contact Center IVR Editor 5

6 Contents Glossary February 2016 Administering Avaya IP Office Contact Center IVR Editor 6

7 Chapter 1: Overview of Interactive Voice Response The IP Office solution includes voice control or Interactive Voice Response (IVR) to provide customer services such as automatic announcements, Text To Speech(TTS), and speech recognition. The IVR function includes the following: DTMF tone recognition for evaluating subscriber entries. Text to speech to enable the read out loud feature for text. Microsoft TTS (Speech Platform 11) that is integrated into the system to enable TTS. Announcement creation with.wav files or TTS. You can write TTS text in a script element, a text file, or a CallTag. Voice mail recording and distribution. You can also forward the voice mails to an agent through . Read and write access to content stored in external databases. Script features, such as create scripts and add or edit elements. Telephony functions with querying elements, such as call, refer back, and transfer. Examples of IVR usage Information announcement example Condition A caller wants information about winning numbers from various lottery draws. Result IVR plays an announcement about different lottery draw options, and the caller enters the appropriate DTMF digit to hear about a specific lottery draw. The system reads information about the selected lottery from the database with the text-to-speech feature. Queue message and the voice mail example Condition No call center agent is available. Result Through IVR, the caller hears an announcement about the expected waiting time until the next agent is February 2016 Administering Avaya IP Office Contact Center IVR Editor 7

8 Overview of Interactive Voice Response Condition Result available. The caller can opt to call back later or leave a message. The voice dialog system available through IVR gives the caller the option to leave a voice mail message. The following task flow displays how the system routes a call before the system transfers the caller to the voice mail: February 2016 Administering Avaya IP Office Contact Center IVR Editor 8

9 Examples of IVR usage Route voice message first, then to last agent, then to personal contact. Service Prio First prio: current agent Second prio: last agent If there is and was no communication for a dedicated time: route to preferred agent Route recorded Voice Message Service Y N Record voice message if waiting is too long 1 Service February 2016 Administering Avaya IP Office Contact Center IVR Editor 9

10 Overview of Interactive Voice Response Call number change example Condition The number to call changes from a three-digit extension to a four-digit extension, and the caller is unaware of this change and dials the old number. Result If the contact center database recognizes the old threedigit extension: 1. The caller hears an IVR announcement about the number change. 2. The system routes the caller to the new number. If the database does not recognize the old number, the system transfers the call to a switchboard agent to connect to the new number. Architecture topologies The Interactive Voice Response (IVR) is an integrated component of the IP Office Contact Center server. The Common Object Request Broker Architecture (CORBA) standard connects the Voice Control server, (ivr.exe), to the Common Hardware Abstraction Platform (CHAP). CHAP hides the configured routes to the PBX. CHAP is connected to the PBX through TCP (SIP extension). The IP Office Contact Center server components use a CORBA connection to control the Voice Control processes. With this configuration, the Voice Control server controls the announcements channels. The system saves the configuration and the IVR scripts in the IP Office Contact Center database. February 2016 Administering Avaya IP Office Contact Center IVR Editor 10

11 Architecture topologies Core (kernel & routing) IP Office Task server CHAP IVR SIP Extension TAPI IP Office Topology for data storage The following image provides an overview of how the system stores the Voice Control data. February 2016 Administering Avaya IP Office Contact Center IVR Editor 11

12 Overview of Interactive Voice Response LAN User interface Voice Control Voice Control Disk drive Disk drive IVR Editor IVR script IVR script wav file wav file voic s announcements Ina_srv db_srv CC database IVR Script (XML) Figure 1: Data storage topology This architecture has two Voice Control systems and two storage areas with.wav files. Data storage overview The system creates the IVR scripts with the IVR Editor tool and stores the scripts in the IP Office Contact Center database. When the storage process starts, the database loads the scripts and generates the necessary script elements or classes. When the system requires a script, the contact center triggers the Voice Control server to process the script. The system saves the.wav files and voice mails in the local network drives that the Voice Control server can access, and not in the database directly. You must configure quick access to the network storage drives to avoid voice mail interruptions. You must also configure Open Database Connectivity (ODBC) on every Voice Control server to get access to the customer databases. February 2016 Administering Avaya IP Office Contact Center IVR Editor 12

13 Chapter 2: IVR scripts and script elements Purpose of IVR scripts You can use the Interactive Voice Response (IVR) Editor tool to create and edit the Voice Control IVR scripts for IP Office Contact Center. You can access IVR Editor in the user interface of the Administration menu. IVR scripts contain the following information: of a requested process Specification of what to do with a connection Announcements played to callers Options for callers Specification of how to handle caller entries, such as voice mails and database entries IVR script types You can use an IVR script as an announcement, a greeting, or an automatic agent. Announcement script The control of the call remains with the task flow. You can withdraw the call from Voice Control at any time. You can start an announcement or greeting script. Greeting script The control of the call remains with the task flow. The script is the task flow greeting. You can start an announcement or greeting script. The time that a caller spends with a greeting script is not counted as wait time in the statistics. This time is calculated separately. Automatic agent script The system transfers the control of the call to Voice Control. You can only start automatic agents scripts. February 2016 Administering Avaya IP Office Contact Center IVR Editor 13

14 IVR scripts and script elements IVR script elements An IVR script consists of units called elements. The types of elements are: Basic elements Speech elements Telephony elements Database elements You can also add a comment element to a script. A comment appears as text in the script, and does not change the flow of the script. General element properties Label Not interruptible Comment Specifies the name of the element. This name is displayed on the icon. You can print and import this icon with the label. You can use maximum 29 alphanumeric characters. Specifies whether the script is interruptible. The default setting is interruptible. With this setting, the system can end the script while the element is running. For example, the system can end the script to route the call. The system applies this setting to the announcement and greeting scripts. Displays the comment with a tool tip. The system exports the comment. You can use maximum 250 alphanumeric characters. Basic elements The basic elements are the essential elements of an IVR script. Table 1: of basic elements Icon Start End Trace Logic Specifies the beginning of a script. You must use one start element in a script. You cannot return to the start element. The start elements have one exit connector and no Error-exit connectors. Specifies the end of a script. The end element does not stop an established connection. You can use any number of end elements in a script. The end elements can have more than one input connector and no Error-exit connectors. Generates an output in TTrace. You can use operators, local variables, and tags. The trace elements have an Error-exit connector. Displays the logic condition. Table continues February 2016 Administering Avaya IP Office Contact Center IVR Editor 14

15 IVR script elements Icon The Logic elements can have more than one input connector, a Y-exit connector, and an N-exit connector. The distribution to an exit connector depends on the condition defined in the logic unit. If the condition is met, the system uses the Y-exit connector. If the condition is not met, the system uses the N-exit connector. You can use variables and tags in a condition. You must indicate the strings with quotation marks. For this element, you need not use <: and :> signs on both ends of the string to identify the variables. You can create any number of logic elements. Check Time Periods Verifies a configured period of time. If the period that you set is true, the system distributes the time period to the Y-exit connector. If the period is false, the system distributes the time period to the N-exit connector. You can select different task flows for weekdays and weekends. You can enter any combination of time, date, weekday, and time off as a period. The IVR scripts and voice control use the same database for the time-off data. The Check Time Periods element can have more than one input connectors. The date, time, and day of the week form a block in the following format: (Date && Time && (Day of week Day of week)) Breaks). The elements are linked with a logical AND, and the selected day of the week is linked with a logical OR. The breaks are linked with a logical OR. The Check Time Periods element has no Error-exit connectors. Define variable Sets a variable. The variable can be a configured variable or tag. You can assign the following values to a variable: String in quotation mark. For example, hello. Numbers. For example, Value of another variable. For example, var1. Result of a term with operators. For example, var The Define variable elements can have more than one input connectors, but only one exit connector. You can use any number of Define variable elements. If you define values in a database and use for these variables, then you must define the variables with the quotation marks. The value in the Define variable element must contain a quotation mark at the beginning and at the end. The Define variable elements have Error-exit connectors. Branch Checks the value of a variable, and then assigns an exit connector to valid variable values. The D-exit connector is used if the value of the variable does not match any defined variable value. You cannot delete variables after the system assigns a connection to the variables. You can add a new variable until the default D exit connector has no connection. Table continues February 2016 Administering Avaya IP Office Contact Center IVR Editor 15

16 IVR scripts and script elements Icon Wait The Branch elements can have more than one input connectors. Defines a waiting time for a caller. The IVR script flow continues after the wait time is over. The Wait elements can have multiple input connectors, but only one exit connector. This element does not use Error-exit connectors. You can use any number of Wait elements in an IVR script. Start script Stops the current IVR script and starts a new IVR script without changing any existing connections. The Start script elements can have one input connector, but no exit connector or Error-exit connector. You can use any number of Start script elements in an IVR script. However, the limitations while creating a new script are: If the existing script is an announcement or greeting script, you can only create an announcement or greeting script. If the existing script is an automatic agent script, you can only create an automatic agent script. Start program Starts a new program. The type for all Basic elements is task. Related links IVR script elements on page 14 Trace field descriptions The Start program elements can have multiple input connectors and must have an Error-exit connector. At the Error-exit connector, a tool tip displays the possible errors with an error number and the explanation. Trace output Button Operators Local variables Tags Displays the trace output. Displays the list of configured operators. Displays the list of configured local variables. Displays the list of configured tags. Logic field descriptions Condition Error codes Displays the logic condition. Displays the list of error codes and numbers. Table continues February 2016 Administering Avaya IP Office Contact Center IVR Editor 16

17 IVR script elements The types of error codes are: Audio IVR Database The tool tip on the Error-exit connectors displays the error codes. Button Operators Local variables Tags Displays the list of configured operators. Displays the list of configured local variables. Displays the list of configured tags. Check Time Periods field descriptions Date Time Time off Specifies a period in days or years. You can select a start date and an end date in the Windows date format. Specifies a period. You must use the Windows date format. You must configure this setting. Specifies whether the time-off periods are set. Related links Defining time-off periods on page 64 Define Variable field descriptions Variables Displays the name of the local variable or tag. You can use the following variables: _VMDefault: Indicates voice mail. This variable is the default variable for the CC.VoiceMsgProcessed tag. D_LineFree: Indicates the number of available channels when the system uses variable. D_LineBusy: Indicates the number of busy channels when the system uses variable. D_LineAvailable: Indicates the total number of available channels. D_InvokeID: Indicates the invoke ID, which is a unique and invariable identification number that exists during the entire script flow. The invoke ID exists even in the invoked subscripts. You cannot change this ID. You can save this ID in the database to store information about a specific call. Table continues February 2016 Administering Avaya IP Office Contact Center IVR Editor 17

18 IVR scripts and script elements New value Button Operators Local variables Tags You must create the variables in the correct format before you can use the variable in this element. Displays the value set for the variable. Displays the list of configured operators. Displays the list of configured local variables. Displays the list of configured tags. Branch field descriptions Variable Values of variables Button Add Delete Local variables Tags Displays the name of the local variable or tag. Displays the possible values for the variable. The system creates an exit connector for each value of the variable. You can add values for the variable or delete values of the variable. Adds a new variable or tag. Deletes existing variables or tags. Displays the list of configured local variables. Displays the list of configured tags. Wait field descriptions Wait time (minutes:seconds) Specifies the wait time in minutes and seconds. The minimum wait time is 1 second, and the maximum waiting time is 60 minutes. Start Script field descriptions Script Displays the name of the script that the system starts. You can select a script from the list of configured scripts. Start Program field descriptions Program Specifies the name of the program to be started with the parameters and the variables for the program. Table continues February 2016 Administering Avaya IP Office Contact Center IVR Editor 18

19 IVR script elements The options are: Enter the name of the program. For example, program.exe. You can also specify a custom folder location, or you can select the Default folder option. Select the Var option, and enter the program name as a variable. You can also specify a custom folder location, or you can select the Default folder option. Enter the program name and the folder name as a variable. You must enter the folder name in the Folder var: field. Waiting for end of program Program output var Specifies whether the system waits for the program to end before processing the output, such as scripts. Specifies the variable for the program output. You can use maximum 1000 characters. This variable is optional. Tip: You need not this setting if the new program does not have any associated output, such as scripts. Return value var Button Browse Local variables Tags Specifies the variable for the customized completion status for the program. This variable is optional. Displays the list of folders. You can select a folder from the Select program list. Displays the list of configured local variables. Displays the list of configured tags. Speech elements The Speech elements define the voice options within the IVR system. Element Announcement Specifies the type of announcement. In an Announcement element, you can add one or more sound files, such as.wav files, or you can add a variable. If you add more than one announcement file to an element, you must use a semicolon to separate the files. If you use a variable, you must ensure that the variable contains all required settings for the announcement. Table continues February 2016 Administering Avaya IP Office Contact Center IVR Editor 19

20 IVR scripts and script elements Element The Announcement elements can have multiple input connectors, but only one exit connector. These elements use Error-exit connectors with a tool tip displaying the error number and the explanation. You can use any number of Announcement elements in an IVR script. Announcement plus DTMF Specifies an announcement followed by the DTMF digits. In this element, you must define the DTMF digits that the caller must enter to select specific options. The Announcement plus DTMF elements can have multiple input connectors and one exit connector for each defined digit. These elements use the Error-exit connectors to report errors. For example, when you enter an incorrect digit or you do not enter any digit within the specified input time. In the Error-exit connector, a tool tip displays the error number and the explanation. You can use any number of Announcement plus DTMF elements. Announcement plus DTMF sequence Specifies an announcement followed by a sequence of DTMF digits. You must define a fixed number of digits or an end code. You can also define invalid digits that the system does not recognize. The Announcement plus DTMF sequence elements can have more than one input connectors. You must connect Error-exit connectors to input connectors. In the Error-exit connector, a tool tip displays the error number and the explanation. You can use any number of Announcement plus DTMF sequence elements. Announcement plus voice recognition Specifies an announcement type in which the system recognizes the voice input from the caller. The system stores these voice inputs as variables. The Announcement plus voice recognition elements can have multiple input connectors. The Error-exit connectors contain a tool tip displaying the error number and the explanation. You can use any number of Announcement plus voice recognition elements. Text to speech (TTS) Converts text to speech. You can type text directly or upload a file with the text. The text or the file can also contain variables. The TTS elements can have several input connectors, but only one exit connector. The Error-exit connectors contain a tool tip displaying the error number and the explanation. Record voic Saves speech to a.wav file. The voice recording ends when the maximum recording time is over or the subscriber hangs up. Store a.wav file when: The maximum recording time elapses. Table continues February 2016 Administering Avaya IP Office Contact Center IVR Editor 20

21 IVR script elements Element The connection is cancelled during the recording. When you cancel a connection during voice recording, you can still run subsequent elements, send the recording as an , or delete the recording. The Record voic elements can have multiple input connectors. The system uses the Error-exit element if a subscriber does not say anything. The Error-exit element contains a tool tip displaying the error number and the explanation. Record voic plus DTMF Provides the same capabilities as the Record voic element with the option to enter DTMF digits. The DTMF digit that you enter is a part of the recording file. If you do not specify the end digit, the IVR script considers all DTMF digits as end digits. The Record voic plus DTMF elements can have multiple input connectors. These elements use the Error-exit connector if a subscriber does not say anything, or enters an incorrect end digit. The Error-exit connectors contain a tool tip displaying the error number and the explanation. Send voic as an Sends a.wav file as an attachment to an to a specified mailbox. You can also use this element to send an as an attachment without a.wav file. Note: If the system is not connected to the server, the system temporarily saves the message in a folder. The system distributes the faulty connection to the server as an error to the Error-exit connector. The Voice Control system automatically tries to resend the at regular intervals. The Send voice mail as an element can have multiple input connectors. These elements use an Error-exit connector if the.wav file cannot be located. The Error-exit connectors contain a tool tip displaying the error number and the explanation. You can use any number of Send voice mail as elements. Delete voic Deletes the specified.wav file. The Delete voice mail elements can have multiple input connectors. These elements use an Error-exit connector if the.wav file cannot be located. The Error-exit connectors contain a tool tip displaying the error number and the explanation. Related links IVR script elements on page 14 February 2016 Administering Avaya IP Office Contact Center IVR Editor 21

22 IVR scripts and script elements Announcement field descriptions Announcement Text Continuous announcement Button Browse Local variables Selects an announcement text with a sound file or a variable. The options to specify the announcement text are: Enter a file name. For example, xyz.wav. You can also specify a custom folder location, or you can select the Default folder. Enter a variable as the file name. You can also specify a custom folder location, or you can select the Default folder. Enter the file name and the folder name as variables. You must enter the folder name in the Folder var: field. Specifies that the system replays the announcement text. You can specify a maximum run time for the announcement. When the specified time is over, the announcement stops after one run. If no maximum run time is specified, the announcement replays continuously. Selects an announcement file from the File Manager. You cannot select a file that the Voice Control server cannot detect. Displays the list of configured variables. You can select a variable from the list. Announcement plus DTMF field descriptions Allowed digits Text to speech Displays the permitted DTMF digits. You can enter: Numbers: 0 to 9 Letters: a to d Note: This option is only available on some terminals. Characters: The pound sign (#) and the star (*) Specifies whether you must use the text converted to speech for the announcement. You can use any character and any number of characters for the text. You can: Type the text directly. Specify a variable. You can select a standard variable or a tag for the text by selecting the Var check box. Select a file with text. Table continues February 2016 Administering Avaya IP Office Contact Center IVR Editor 22

23 IVR script elements Language You can specify a variable folder, or you can use the default folder in the Windows registry. Selects a language for the announcement text. The options are: System: Uses the operating system language. Var.: Defines the language with a variable. Speed of speech Announcement Text Specifies how fast you must speak the text to provide the announcement text. You can select a value between 1, for slowest, and 9, for fastest. The default setting is 6. Selects an announcement text with a sound file or a variable. The options to specify the announcement text are: Enter a file name. For example, xyz.wav. You can also specify a custom folder location, or you can select the Default folder. Enter a variable as the file name. You can also specify a custom folder location, or you can select the Default folder. Enter the file name and the folder name as variables. You must enter the folder name in the Folder var: field. Max. input time (mm:ss) Input possible during announcement Button Browse Local variables Tags Add Specifies the time available for the caller to enter a DTMF digit. The time period begins after the system plays the announcement. You must configure this setting. Specifies whether callers can enter DTMF digits while the system plays the announcement. Selects an announcement file from the File Manager. You cannot select a file that the Voice Control server cannot detect. Displays the list of configured variables. You can select a variable from the list. Displays the list of configured tags. You can select a tag from the list. Adds a digit. Important: You can only add a digit if an exit connector is not assigned or linked to an element. Delete Deletes the selected digit. Related links Speech variables for language on page 30 Important: You can only delete a digit if an exit connector is not assigned or linked to an element. February 2016 Administering Avaya IP Office Contact Center IVR Editor 23

24 IVR scripts and script elements Announcement plus DTMF sequence field descriptions Text to speech Language Speed of speech Digits for variable Input possible during announcement Number of digits End digits Invalid digits Max. input time (mm:ss) Button Browse Local variables Tags Specifies whether you must use the text converted to speech for the announcement. You can use any character and any number of characters for the text. You can: Type the text directly. Specify a variable. You can select a standard variable or a tag for the text by selecting the Var check box. Select a file with text. You can specify a variable folder, or you can use the default folder in the Windows registry. Selects a language for the announcement text. The options are: System: Uses the operating system language. Var.: Defines the language with a variable. Specifies how fast you must speak the text to provide the announcement text. You can select a value between 1, for slowest, and 9, for fastest. The default setting is 6. Specifies the variable or tag in which the system stores the DTMF digits that you enter. Specifies whether callers can enter DTMF digits while the system plays the announcement. Specifies the maximum number of digits that a caller can enter. The system ignores the digits entered after the maximum number of digits. Specifies the sequence of digits with which the element ends. You can enter the digits until the system saves the end digit. The system does not include the end digit with the digits in the sequence. Specifies the invalid digits. The system distributes the invalid digits, which you dial during a call, to the Error-exit connector. Specifies the time available for the caller to enter a DTMF digit. The time period begins after the system plays the announcement. You must configure this setting. Selects an announcement file from the File Manager. You cannot select a file that the Voice Control server cannot detect. Displays the list of configured variables. You can select a variable from the list. Displays the list of configured tags. You can select a tag from the list. February 2016 Administering Avaya IP Office Contact Center IVR Editor 24

25 IVR script elements Related links Speech variables for language on page 30 Announcement plus voice recognition field description Text to speech Specifies whether you must use the text converted to speech for the announcement. You can use any character and any number of characters for the text. You can: Type the text directly. Specify a variable. You can select a standard variable or a tag for the text by selecting the Var check box. Select a file with text. Language You can specify a variable folder, or you can use the default folder in the Windows registry. Selects a language for the announcement text. The options are: System: Uses the operating system language. Speed of speech Allowed Terms Var.: Defines the language with a variable. Specifies how fast you must speak the text to provide the announcement text. You can select a value between 1, for slowest, and 9, for fastest. The default setting is 6. Displays the allowed terms. You can add any number of terms, but Avaya recommends adding only 10 terms. You can enter words, such as Yes or No, numbers, or other digits. You can also integrate a grammar file into this field as a variable. Tip: Result Variable Max. speech time (mm:ss) Speech recognition during announcement Confidence If you add the term DTMF as a key word, the system recognizes the telephony strokes as allowed terms. Specifies the result variable for the recognized terms. If the system does not recognize any terms, the result variable becomes empty. Specifies the maximum speech time for a caller. The maximum setting is 5 minutes. The maximum speech time begins after the system plays the announcement. Specifies whether the system must activate the speech recognition feature while playing an announcement. Specifies the level for word recognition. For this variable: The Nuance OSR 3.0 engine sends a value between 0 and The Nuance Speech Pearl engine sends a value between 0 and Table continues February 2016 Administering Avaya IP Office Contact Center IVR Editor 25

26 IVR scripts and script elements Button Browse Local variables Tags Add Delete The value 0 indicates that the word is not recognizable, and the value 1000 or 10,000, depending on the engine, indicates that the word is fully recognizable. Selects an announcement file from the File Manager. You cannot select a file that the Voice Control server cannot detect. Displays the list of configured variables. You can select a variable from the list. Displays the list of configured tags. You can select a tag from the list. Adds an allowed term. Deletes a term. Related links Speech variables for language on page 30 Text to Speech field descriptions Text Displays the text to play. You can: Type the text directly. Specify a variable. You can select a standard variable or a tag for the text by selecting the Var check box. Select a file with text. You can specify a variable folder, or you can use the default folder in the Windows registry. Language Selects a language for the announcement text. The options are: System: Uses the operating system language. Var.: Defines the language with a variable. Speed of speech Button Browse Local variables Tags Specifies how fast you must speak the text to provide the announcement text. You can select a value between 1, for slowest, and 9, for fastest. The default setting is 6. Selects an announcement file from the File Manager. You cannot select a file that the Voice Control server cannot detect. Displays the list of configured variables. You can select a variable from the list. Displays the list of configured tags. You can select a tag from the list. February 2016 Administering Avaya IP Office Contact Center IVR Editor 26

27 IVR script elements Related links Speech variables for language on page 30 Record Voice Mail field descriptions File Displays the file name. The options are: Enter a file name. For example, xyz.wav. You can also specify a custom folder location, or you can select the Default folder. Enter a variable as the file name. You can also specify a custom folder location, or you can select the Default folder. Saving Enter the file name and the folder name as variables. You must enter the folder name in the Folder var: field. Saves the voice mail. The options are: To specified file: You can specify a variable folder. To send as (*.wav): The system sends the voice mail that you can save as an . Max. rec. time (mm:ss) Maximum time of silence (sec) Button Browse Local variables To retrieve as CC voic The system retrieves the voice mail that you can save as a CC voice mail. Specifies the maximum recording time for the voice mail. The minimum time is 1 second, and the maximum time is 60 minutes. Specifies the maximum silence time in a voice mail. The maximum setting is 60 seconds. The default setting is five seconds. If the subscriber does not say anything within this time, the system does not record any voice mail, and the script stops the element through the Error-exit connector. Selects an announcement file from the File Manager. You cannot select a file that the Voice Control server cannot detect. Displays the list of configured variables. You can select a variable from the list. The options are: _VMDuration: Specifies the length of the voice mail recording in seconds. _NoRecBeep: Specifies whether the system plays a tone indicating the starting of voice mail recording. The values 1 or true indicates that the system does not play a tone. _MinRecDuration: Specifies the minimum length of a recording in seconds. The system deletes a recording that is less than the _MinRecDuration time. Table continues February 2016 Administering Avaya IP Office Contact Center IVR Editor 27

28 IVR scripts and script elements Button You must create the variables in the correct format before you can use the variables in an element. Record Voice Mail Plus DTMF field descriptions File Displays the name of the voice mail file. The options are: Enter a file name. For example, xyz.wav. You can also specify a custom folder location, or you can select the Default folder. Enter a variable as the file name. You can also specify a custom folder location, or you can select the Default folder. Enter the file name and the folder name as variables. You must enter the folder name in the Folder var: field. Saving Saves the voice mail. The options are: To specified file: You can specify a variable folder. To send as (*.wav): The system sends the voice mail that you can save as an . To retrieve as CC voic The system retrieves the voice mail that you can save as a CC voice mail. Max. rec. time (mm:ss) DTMF end digits (variable) Max time of silence (sec) Not interruptible Button Browse Local variables Specifies the maximum recording time for the voice mail. The minimum time is 1 second, and the maximum time is 60 minutes. Specifies the digits that end the voice mail recording. You can also select a variable or tag containing the digits. If you do not set the DTMF end digits (variable) value, the recording ends when the caller presses any telephone key. For example 0 to 9, the pound sign (#), or the asterisk (*). Specifies the maximum silence time in a voice mail. The maximum setting is 60 seconds. The default setting is five seconds. If the subscriber does not say anything within this time, the system does not record any voice mail, and the script stops the element through the Error-exit connector. Specifies whether the voice mail can be interrupted. Selects an announcement file from the File Manager. You cannot select a file that the Voice Control server cannot detect. Displays the list of configured variables. You can select a variable from the list. Table continues February 2016 Administering Avaya IP Office Contact Center IVR Editor 28

29 IVR script elements Button The options are: _VMDuration: Specifies the length of the voice mail recording in seconds. _NoRecBeep: Specifies whether the system plays a tone indicating the starting of voice mail recording. The values 1 or true indicates that the system does not play a tone. _MinRecDuration: Specifies the minimum length of a recording in seconds. The system deletes a recording that is less than the _MinRecDuration time. You must create the variables in the correct format before you can use the variables in an element. Note: The end of the recording can contain silence to suppress possible DTMF tones. You can set the length of the silence in the HideDTMFTone field in the Windows Registry. The recommended setting is between 5 and 8. If you set 0, the system does not add silence. Send Voice Mail as field descriptions File Displays the name of the voice mail file. The options are: Enter a file name. For example, xyz.wav. You can also specify a custom folder location, or you can select the Default folder. Enter a variable as the file name. You can also specify a custom folder location, or you can select the Default folder. Enter the file name and the folder name as variables. You must enter the folder name in the Folder var: field. address Button Local variables Specifies the address to which the system sends the file. You can enter an address or specify a variable with the address. Displays the list of configured variables. You can select a variable from the list, or you can use the following variables to specify information in the _From: Specifies the sender. _ReturnPath: Specifies the address to which the system sends the replies. _Subject: Specifies the subject of the . _Body: Specifies the text in the . _AuthAccount: Displays the SMTP user name. Table continues February 2016 Administering Avaya IP Office Contact Center IVR Editor 29

30 IVR scripts and script elements Button _AuthPassword: Displays the SMTP password. You must create the variables in the correct format to use the variables in an element. Browse Selects an announcement file from the File Manager. You cannot select a file that the Voice Control server cannot detect. Related links IVR script elements on page 14 Delete Voice Mail field descriptions File Displays the name of the voice mail file. The options are: Enter a file name. For example, xyz.wav. You can also specify a custom folder location, or you can select the Default folder. Enter a variable as the file name. You can also specify a custom folder location, or you can select the Default folder. Enter the file name and the folder name as variables. You must enter the folder name in the Folder var: field. Button Browse Local variables Selects an announcement file from the File Manager. You cannot select a file that the Voice Control server cannot detect. Displays the list of configured variables. You can select a variable from the list. Related links IVR script elements on page 14 Speech variables for language You can use a variable to define a language to use in the following speech elements: Announcement plus DTMF Announcement plus DTMF sequence Announcement plus speech recognition Text to speech Table 2: Variable numbers for defining languages Variable Language 0 Operating system language Table continues February 2016 Administering Avaya IP Office Contact Center IVR Editor 30

31 IVR script elements Variable Language 1 German 2 English 3 French 4 Spanish 5 Dutch 6 Flemish 7 Italian 8 Basque 9 Danish 10 Finnish 11 Swedish 12 Norwegian 13 Greek 14 Polish 15 Portuguese 16 Russian 17 Czech 18 Slovakian 19 Slovanian 20 Turkish 21 Hungarian 22 Hebrew 23 Chinese (Cantonese) 24 Chinese (Mandarin) 25 Japanese 26 Korean 40 to 44 User-defined language Telephony elements Telephony elements define telephony tasks within an IVR script. The scripts with telephony elements that affect the connection status must use the automatic agent property. Exit connectors for telephony elements Telephony elements only require success and error-exit connectors. If you use only success and error-exit connectors, all other exit connectors are automatically assigned internally to the error-exit connector. February 2016 Administering Avaya IP Office Contact Center IVR Editor 31

32 IVR scripts and script elements The common exit connectors for the telephony elements are: Connector B T W I A P E Indicates that a successful connection is established. Indicates that the subscriber is busy. In an Integral Enterprise I55 PBX, this connector is also used when the subscriber disconnects the call while the call is still ringing. The error messages for the B connector are: 3491 (busy terminal) 34a2 (no B-channel) 3495 (call rejected) Indicates a time out, and the system uses this connector if the maximum ring time is exceeded. The Voice Control system terminates the connection. Indicates a wrong number. This connector is used if the caller dials a wrong number. wrong number and nonexistent number are not the same The error messages associated with this connector are: 3481: Internal number is wrong 349c: Invalid number format Indicates that the dialed number is incomplete. This connector is used if the caller does not finish dialing the number within the maximum ring time. For specific extension dialing, the element timer for the maximum ring time must be at least 8 seconds. For dialing a full number without an extension, the element timer must be at least 15 seconds. The error messages associated with this connector are: 3481: Internal number is wrong Indicates that an active call connection does not exist. This element is only used in certain telephony elements. For example, this connector is used if the active subscriber hangs up. The error messages associated with this connector are: 3490: Connection terminated or dialing cancelled with error number a2: No B-channel 3495: Call rejected Indicates that a passive connection does not exist, and the subscriber on hold hung up. This connector is only used in certain elements. Specifies that the Error-exit connector used in all other cases in which a connection cannot be established. The error messages associated with this connector are: 349f: Connection terminated with error number : Connection terminated or dialing cancelled with error number e6: IISDN ring time monitoring with error number 6109 Table continues February 2016 Administering Avaya IP Office Contact Center IVR Editor 32

33 IVR script elements Connector 3492: Terminal unplugged with error number 6118 of telephony elements 349b: Destination cannot be reached with error number 6118 Icon Call Send DTMF tones Consultation Dials a number if no connection is established for the active IVR script. The Call element establishes a first-party call connection. You can have multiple input connectors and all the exit connectors, except for the A and P connectors. You must connect the Success and Error exit connectors with another element. In the Error-exit connector, a tool tip displays the error number and explanation. Dials additional characters as DTMF tones in an existing connection without an extension and you can have multiple connectors. Error-exit connectors contain a tool tip displaying the error number and explanation. Starts a consult call while an existing active call is in progress. The existing call is put on hold, and the new consult call becomes the active call. You can only use this element with one existing call in progress. You can have multiple input connectors and all exit connectors, except for the P connector. You must connect the Success and Error exit connectors with another element. In the Error exit connector, a tool tip displays the error number and explanation. This element is also known as the Refer back element. Transfer Transfers an active call or connection to a call on hold. Transfer elements can have multiple input connectors and the following exit connectors: A P E You must connect the Success and Error exit connectors with another element. The Error exit connector is used if the transfer is not established successfully. In the Error exit connector, a tool tip displays the error number and explanation. Toggle Puts the active call on hold and retrieves the previously held call. Table continues February 2016 Administering Avaya IP Office Contact Center IVR Editor 33

34 IVR scripts and script elements Icon Toggle elements can have multiple input connectors and the following exit connectors: A P E You must connect the Success and Error exit connectors with another element. In the Error exit connector, a tool tip displays the error number and explanation. Disconnect Disconnects the currently active call and retrieves the call that was previously on hold. This element stops if the caller manually retrieves the held call or if an error occurs. Disconnect elements can have multiple input connectors. In the Error exit connector, a tool tip displays the error number and explanation. Release Disconnects all established calls, active and held. Release elements can have multiple input connectors, but only one exit connector. This element does not have any Error exit connectors. You can use any number of Release elements. Information on connection Determines additional information for the active call or connection. This element requests the following types of information: For all telephony elements, the type is task. Related links IVR script elements on page 14 Telephone number of the caller. This information is not requested if the Call element dials the number. Telephone number of the called party. Telephone numbers involved in call routing. Note: Information provided varies depending on the PBX system and the type of IVR script, Announcement or Greeting. The Information on connection elements can have multiple input connectors. Error exit connectors contain a tool tip displaying the error number and explanation. This element is distributed to the Error exit connector if the requested information is unavailable. February 2016 Administering Avaya IP Office Contact Center IVR Editor 34

35 IVR script elements IVR script elements on page 14 Basic elements on page 14 Trace field descriptions on page 16 Logic field descriptions on page 16 Check Time Periods field descriptions on page 17 Define Variable field descriptions on page 17 Branch field descriptions on page 18 Wait field descriptions on page 18 Start Script field descriptions on page 18 Start Program field descriptions on page 18 Speech elements on page 19 Announcement field descriptions on page 22 Announcement plus DTMF field descriptions on page 22 Announcement plus DTMF sequence field descriptions on page 24 Announcement plus voice recognition field description on page 25 Text to Speech field descriptions on page 26 Record Voice Mail field descriptions on page 27 Record Voice Mail Plus DTMF field descriptions on page 28 Send Voice Mail as field descriptions on page 29 Delete Voice Mail field descriptions on page 30 Speech variables for language on page 30 Telephony elements on page 31 Call field descriptions on page 36 Send DTMF Tones field descriptions on page 37 Consultation field descriptions on page 38 Information on Connection field descriptions on page 40 Database elements on page 42 Open Database field descriptions on page 44 Close Database field descriptions on page 44 Add Record field descriptions on page 45 Modify Records field descriptions on page 45 Delete Records field descriptions on page 46 SQL query field descriptions on page 46 First Record field descriptions on page 47 Next record field descriptions on page 47 Database requirements on page 48 February 2016 Administering Avaya IP Office Contact Center IVR Editor 35

36 IVR scripts and script elements Call field descriptions Number Specifies the number that you must dial. You can use maximum 24 characters or a variable containing the number. You can use: Numbers: 0 to 9 Letters: a to d Max. ring time Button Local variables Note: This option is available only on some terminals. Characters: The pound sign (#) and the asterisk (*) The system recognizes only DTMF digits. Specifies the maximum time after which the system disconnects a call. You must configure this setting as maximum 5 minutes. Displays the list of configured variables. You can select a variable from the list. You can also use the following variable: _MaxRingTime: Specifies the maximum ring time in seconds. For example, 300 seconds for 5 minutes. If you set this variable, the system ignores the time specification set in the Max ring time field. You must create the variables in the correct format before you can use the variables in an element. Related links IVR script elements on page 14 IVR script elements on page 14 Basic elements on page 14 Trace field descriptions on page 16 Logic field descriptions on page 16 Check Time Periods field descriptions on page 17 Define Variable field descriptions on page 17 Branch field descriptions on page 18 Wait field descriptions on page 18 Start Script field descriptions on page 18 Start Program field descriptions on page 18 Speech elements on page 19 Announcement field descriptions on page 22 Announcement plus DTMF field descriptions on page 22 February 2016 Administering Avaya IP Office Contact Center IVR Editor 36

37 IVR script elements Announcement plus DTMF sequence field descriptions on page 24 Announcement plus voice recognition field description on page 25 Text to Speech field descriptions on page 26 Record Voice Mail field descriptions on page 27 Record Voice Mail Plus DTMF field descriptions on page 28 Send Voice Mail as field descriptions on page 29 Delete Voice Mail field descriptions on page 30 Speech variables for language on page 30 Telephony elements on page 31 Call field descriptions on page 36 Send DTMF Tones field descriptions on page 37 Consultation field descriptions on page 38 Information on Connection field descriptions on page 40 Database elements on page 42 Open Database field descriptions on page 44 Close Database field descriptions on page 44 Add Record field descriptions on page 45 Modify Records field descriptions on page 45 Delete Records field descriptions on page 46 SQL query field descriptions on page 46 First Record field descriptions on page 47 Next record field descriptions on page 47 Database requirements on page 48 Send DTMF Tones field descriptions DTMF tones Specifies the DTMF digits that you must dial. You can use maximum 128 digits or a variable. You can use: Numbers: 0 to 9 Letters: a to d Note: This option is available only on some terminals. Characters: The pound sign (#) and the asterisk (*) Button Local variables Displays the list of configured variables. You can select a variable from the list. February 2016 Administering Avaya IP Office Contact Center IVR Editor 37

38 IVR scripts and script elements Related links IVR script elements on page 14 IVR script elements on page 14 Basic elements on page 14 Trace field descriptions on page 16 Logic field descriptions on page 16 Check Time Periods field descriptions on page 17 Define Variable field descriptions on page 17 Branch field descriptions on page 18 Wait field descriptions on page 18 Start Script field descriptions on page 18 Start Program field descriptions on page 18 Speech elements on page 19 Announcement field descriptions on page 22 Announcement plus DTMF field descriptions on page 22 Announcement plus DTMF sequence field descriptions on page 24 Announcement plus voice recognition field description on page 25 Text to Speech field descriptions on page 26 Record Voice Mail field descriptions on page 27 Record Voice Mail Plus DTMF field descriptions on page 28 Send Voice Mail as field descriptions on page 29 Delete Voice Mail field descriptions on page 30 Speech variables for language on page 30 Telephony elements on page 31 Call field descriptions on page 36 Send DTMF Tones field descriptions on page 37 Consultation field descriptions on page 38 Information on Connection field descriptions on page 40 Database elements on page 42 Open Database field descriptions on page 44 Close Database field descriptions on page 44 Add Record field descriptions on page 45 Modify Records field descriptions on page 45 Delete Records field descriptions on page 46 SQL query field descriptions on page 46 First Record field descriptions on page 47 Next record field descriptions on page 47 Database requirements on page 48 Consultation field descriptions The Consultation element is also known as Refer back element. February 2016 Administering Avaya IP Office Contact Center IVR Editor 38

39 IVR script elements Number Specifies the number that you must dial. You can use maximum 24 characters or a variable containing the number. You can use: Numbers: 0 to 9 Letters: a to d Waiting for consultation call to be accepted Max. ring time (mm:ss) Note: This option is available only on some terminals. Characters: The pound sign (#) and the asterisk (*) The system recognizes only DTMF digits. Specifies whether you can transfer the active consult call to the call on hold. Specifies the maximum time after which the system disconnects a call. You must set a value up to 5 minutes. Local variables Displays the list of configured variables. You can select a variable from the list. You can also use the following variables: _MaxRingTime: Specifies the maximum ring time in seconds. For example, 300 seconds for 5 minutes. If you set this variable, the system ignores the maximum ring time setting. _WaitIfBusy: Specifies whether the consultation call can be established. You must set this variable to true if the consultation call cannot be established. Even if the subscriber is busy, the system does not exit the element until the specified maximum call time is over. You must create the variables in the correct format before you can use the variables in an element. Related links IVR script elements on page 14 IVR script elements on page 14 Basic elements on page 14 Trace field descriptions on page 16 Logic field descriptions on page 16 Check Time Periods field descriptions on page 17 February 2016 Administering Avaya IP Office Contact Center IVR Editor 39

40 IVR scripts and script elements Define Variable field descriptions on page 17 Branch field descriptions on page 18 Wait field descriptions on page 18 Start Script field descriptions on page 18 Start Program field descriptions on page 18 Speech elements on page 19 Announcement field descriptions on page 22 Announcement plus DTMF field descriptions on page 22 Announcement plus DTMF sequence field descriptions on page 24 Announcement plus voice recognition field description on page 25 Text to Speech field descriptions on page 26 Record Voice Mail field descriptions on page 27 Record Voice Mail Plus DTMF field descriptions on page 28 Send Voice Mail as field descriptions on page 29 Delete Voice Mail field descriptions on page 30 Speech variables for language on page 30 Telephony elements on page 31 Call field descriptions on page 36 Send DTMF Tones field descriptions on page 37 Consultation field descriptions on page 38 Information on Connection field descriptions on page 40 Database elements on page 42 Open Database field descriptions on page 44 Close Database field descriptions on page 44 Add Record field descriptions on page 45 Modify Records field descriptions on page 45 Delete Records field descriptions on page 46 SQL query field descriptions on page 46 First Record field descriptions on page 47 Next record field descriptions on page 47 Database requirements on page 48 Information on Connection field descriptions About Specifies the type of required information for the system. The options are: Caller s number Number of party called Table continues February 2016 Administering Avaya IP Office Contact Center IVR Editor 40

41 IVR script elements Result variable Button Local variables Routing number Specifies the variable. The system saves information in this variable. Displays the list of configured variables. You can select a variable from the list. Related links IVR script elements on page 14 IVR script elements on page 14 Basic elements on page 14 Trace field descriptions on page 16 Logic field descriptions on page 16 Check Time Periods field descriptions on page 17 Define Variable field descriptions on page 17 Branch field descriptions on page 18 Wait field descriptions on page 18 Start Script field descriptions on page 18 Start Program field descriptions on page 18 Speech elements on page 19 Announcement field descriptions on page 22 Announcement plus DTMF field descriptions on page 22 Announcement plus DTMF sequence field descriptions on page 24 Announcement plus voice recognition field description on page 25 Text to Speech field descriptions on page 26 Record Voice Mail field descriptions on page 27 Record Voice Mail Plus DTMF field descriptions on page 28 Send Voice Mail as field descriptions on page 29 Delete Voice Mail field descriptions on page 30 Speech variables for language on page 30 Telephony elements on page 31 Call field descriptions on page 36 Send DTMF Tones field descriptions on page 37 Consultation field descriptions on page 38 Information on Connection field descriptions on page 40 Database elements on page 42 Open Database field descriptions on page 44 Close Database field descriptions on page 44 Add Record field descriptions on page 45 February 2016 Administering Avaya IP Office Contact Center IVR Editor 41

42 IVR scripts and script elements Modify Records field descriptions on page 45 Delete Records field descriptions on page 46 SQL query field descriptions on page 46 First Record field descriptions on page 47 Next record field descriptions on page 47 Database requirements on page 48 Database elements Understanding database elements Database elements change external database records in an IVR script. IVR Editor and Voice Control support the following databases: Microsoft Access Microsoft SQL-Server PostgreSQL 9.3 The Voice Control server accesses these databases with ODBC. Important: You must understand the supported databases and the requirements of these databases before working with database elements. of database elements Element Type and properties Open database Close database Insert record Modify records Opens a database and provides access to data for the database. You must have the name of the data source configured in the Voice Control server to open the database. These elements have Error exit connectors with a tool tip displaying the error number and explanation. Closes a database that was opened with the Open database element. The Close database elements have no Error exit connectors. Adds a data record to a table. These elements have Error exit connectors with a tool tip displaying the error number and explanation. Changes the records that meet a defined condition in a table. Table continues February 2016 Administering Avaya IP Office Contact Center IVR Editor 42

43 IVR script elements Element Type and properties Delete records These elements have Error exit connectors with a tool tip displaying the error number and explanation. Deletes all records that meet a defined condition in a table. These elements have Error exit connectors with a tool tip displaying the error number and explanation. SQL query Creates an SQL search query for the open database. These elements have Error exit connectors with a tool tip displaying the error number and explanation. First record Navigates to the first data record query and reads out the values. This element can interwork with the associated Delete record and Modify record elements. The First record elements have the following exit connectors: S (Success) connector: if data is read without errors. F (Finish) connector: if the data is read successfully and the element reaches the end of the table. This connector is used when no further records can be read from the table. Error-exit connector: if an error occurs during the query. The Error-exit connectors have a tool tip displaying the error number and explanation. The 1ZZ00 error can also appear if a binary field is defined in the table. This error occurs because there is no preset conversion string for binary data, so the system generates an error and the IVR script is terminated. Next record Navigates to the subsequent data record query and reads out the values. The Next record element is used after the First record element. This element can interwork with the associated Delete record and Modify record elements. The Next record elements have the following exit connectors: S (Success) connector: if data is read without errors. F (Finish) connector: if the data is read successfully and the element reaches the end of the table. This connector is used when no further records can be read from the table. Table continues February 2016 Administering Avaya IP Office Contact Center IVR Editor 43

44 IVR scripts and script elements Element Type and properties The type for all database elements is task. Open Database field descriptions Error-exit connector: if an error occurs during the query. The Error-exit connectors have a tool tip displaying the error number and explanation. DB variable of data source User Password Button Local variables Specifies the variable for referencing the database. This setting is configured in the Voice Control server. The system uses this variable as the identifier, the ID, for the database. Specifies the name of the data source configured with the ODBC Data Source Administrator. You can also use a variable for the name. Specifies the user name for the database configured with the ODBC Data Source Administrator. You can configure a user name or use a variable. Specifies a password for the database. You can enter the password or use a variable. Displays the list of configured variables. You can select a variable from the list. Related links IVR script elements on page 14 Close Database field descriptions DB variable Button Local variables Specifies the variable for referencing the database. This setting is configured in the Voice Control server. The system uses this variable as the identifier, the ID, for the database. Displays the list of configured variables. You can select a variable from the list. Related links IVR script elements on page 14 February 2016 Administering Avaya IP Office Contact Center IVR Editor 44

45 IVR script elements Add Record field descriptions DB variable DB table Field assignment Button Create Delete Local variables Tags Specifies the variable for referencing the database. This setting is configured in the Voice Control server. The system uses this variable as the identifier, the ID, for the database. Specifies the name of the database table. You can assign a name or use a variable. Displays the field assignments. You can use a field name or a variable. Creates a field assignment. Deletes a field assignment. Displays the list of configured variables. You can select a variable from the list. Displays the list of configured tags. You can select a tag from the list. Related links IVR script elements on page 14 Modify Records field descriptions DB variable DB table Condition Advanced mode Field assignment Button Create Delete Local variables Tags Specifies the variable for referencing the database. This setting is configured in the Voice Control server. The system uses this variable as the identifier, the ID, for the database. Specifies the name of the database table. You can assign a name or use a variable. Specifies the conditions for the records. By default, you can enter maximum four conditions. The format for the conditions is: column=value AND column1>value AND column2<>value AND column3<value. Species whether you can enter a search query, SQL, in the advanced mode. You can also use a variable beginning with the :< and ending with :>. Displays the field assignments. You can use a field name or a variable. Creates a field assignment. Deletes a field assignment. Displays the list of configured variables. You can select a variable from the list. Displays the list of configured tags. You can select a tag from the list. February 2016 Administering Avaya IP Office Contact Center IVR Editor 45

46 IVR scripts and script elements Related links IVR script elements on page 14 Delete Records field descriptions DB variable DB table Condition Advanced mode Button Local variables Specifies the variable for referencing the database. This setting is configured in the Voice Control server. The system uses this variable as the identifier, the ID, for the database. Specifies the name of the database table. You can assign a name or use a variable. Specifies the conditions for the records. By default, you can enter maximum four conditions. The format for the conditions is: column=value AND column1>value AND column2<>value AND column3<value. Species whether you can enter a search query, SQL, in the advanced mode. You can also use a variable beginning with the :< and ending with :>. Displays the list of configured variables. You can select a variable from the list. Related links IVR script elements on page 14 SQL query field descriptions DB variable SQL query Advanced mode DB table Variables for result Record variable Number of records Button Local variables Specifies the variable for referencing the database. This setting is configured in the Voice Control server. The system uses this variable as the identifier, the ID, for the database. Specifies the SQL search query. You can enter maximum four SQL queries in the following format: SELECT * FROM tablename WHERE column=value AND column1>value AND column2<>value AND column3<value. Species whether you can enter a search query, SQL, in the advanced mode. You can also use a variable beginning with the :< and ending with :>. Specifies the name of the database table. You can assign a name or use a variable. Displays the query result. Specifies the variable that stores a reference to the query result in the record variable after the query. Displays the number of records found in the variable after the query. Displays the list of configured variables. You can select a variable from the list. February 2016 Administering Avaya IP Office Contact Center IVR Editor 46

47 IVR script elements Related links IVR script elements on page 14 First Record field descriptions DB variable Record variable Field assignment Button Create Delete Local variables Specifies the variable for referencing the database. This setting is configured in the Voice Control server. The system uses this variable as the identifier, the ID, for the database. Stores a reference to the query result in the record variable after the query. You must set this property for the First Record element, and the Modify record and Delete record elements associated with the First Record element. Displays the field assignments. You can use a field name or a variable. You can use this property in the Modify record element associated with this element. Creates a field assignment. Deletes a field assignment. Displays the list of configured variables. You can select a variable from the list. Related links IVR script elements on page 14 Next record field descriptions DB variable Record variable Field assignment Specifies the variable for referencing the database. This setting is configured in the Voice Control server. The system uses this variable as the identifier, the ID, for the database. Stores a reference to the query result in the record variable after the query. You must set this property for the Next record element, and the Modify record and Delete record elements associated with the Next record element. Displays the field assignments. You can use a field name or a variable. You can use this property in the Modify record element associated with this element. Button Create Creates a field assignment. Table continues February 2016 Administering Avaya IP Office Contact Center IVR Editor 47

48 IVR scripts and script elements Button Delete Local variables Deletes a field assignment. Displays the list of configured variables. You can select a variable from the list. Related links IVR script elements on page 14 Database requirements To use the database in the IVR Editor module, you must: Get the user name and the password to get access to the database. Understand how to define tables and fields within the database. Note: The fields and the syntax types can vary among databases. Define data source names in the IP Office Contact Center server. You can also configure the data source in a computer in which IVR Editor runs. If IVR Editor can access the database, you can add a table and the field elements from the database in your IVR scripts. Ensure that you use the required version of the ODBC Data Source Administrator when you set up data source names. On 64 bit operating systems, you must use the 32 bit version of the ODBC Data Source Administrator. You must not use the version from the system control. Variable markings for supported databases Database Microsoft Access 2003 and 2007 Microsoft Access 7 Microsoft SQL Server PostgreSQL of variable markings You must enter the strings within quotation marks in the following format: <:stringvar:>. You can enter numerical values without quotation marks in the following format: <:numvar:>. You must enter the strings in the following format: <:stringvar:>. You must enter the strings in double quotes in the following format: <:stringvar:>. You must enter the strings in the following format: <:stringvar:>. February 2016 Administering Avaya IP Office Contact Center IVR Editor 48

49 Chapter 3: Working with IVR scripts Logging in to the IVR Editor Before you begin Log in to the IP Office Contact Center system. Get the IVR Editor privileges. Procedure To open the IVR Editor module, do one of the following: On the Go to menu, click IVR- Editor. In the left pane, click Administration and click the IVR- Editor icon ( ). The system displays theivr Editor user interface. Creating IVR script folders About this task You can use IVR script folders to organize IVR scripts. You must specify unique folder names that describe the scripts. If you create, move, edit, or delete an IVR script or folder, the system saves the changes to the database immediately. You need not save the folder changes individually, but you must save the contents of the script. Procedure 1. To create an IVR script folder, do one of the following: Right-click the IVR s tab, and click Create folder on the pop-up menu. Click IVR > New > Folder. On the task bar, click the Create folder icon ( ). The system displays the Create folder dialog box. 2. In the field, type a name. 3. Click OK. The system creates a new folder. February 2016 Administering Avaya IP Office Contact Center IVR Editor 49

50 Working with IVR scripts Creating an IVR script About this task You configure unique script names with maximum 30 alphanumeric characters. Procedure 1. To create a script, do one of the following: Right-click the IVR s tab, and click Create IVR script on the pop-up menu. Click IVR > New > New IVR script. On the task bar, click the New IVR script icon ( ). 2. In the Create IVR script dialog box, do the following: a. In the field, type a name. b. In the Folder field, type a folder name. 3. Click OK. The system creates and displays a new script in the IVR s field. Opening IVR scripts About this task You can open more than one script at the same time. The system indicates the active IVR script with a colored title bar. All functions work only on the active script. A script in active mode does not imply that the script is active in the system. Procedure 1. Click the IVR s tab. 2. Double-click a script. The system opens the selected script. IVR script elements Adding elements About this task IVR scripts consist of script elements. February 2016 Administering Avaya IP Office Contact Center IVR Editor 50

51 IVR script elements Before you begin Create and open a script. Procedure 1. Click the Elements tab. 2. Click an element. 3. From the Elements tab, drag and drop the element. The system adds the element to the script. Related links Example of adding a Logic element on page 51 Example of adding an Announcement element on page 51 Example of adding a Logic element About this task With a Logic element, you can define a condition that determines the course of the IVR script. If the condition is met, the system processes the element as the next element in the Y-exit connector. If the condition is not fulfilled, the system processes the element as the next element at the N-exit connector. You can set operators, tags, and local variable conditions in the element. Procedure 1. On the Elements tab, drag and drop the Logic element to the script. 2. In the Logic dialog box, do the following: a. In the Label field, type a label that describes the logic function for the new element. b. To insert an operator, click Operators. c. Double-click an operator or function. d. To insert a tag, click Tags, and then double-click a tag. e. To insert a variable, click Local var, and then double-click a variable. f. Select the Not interruptible check box. g. In the Comment field, type a comment. 3. Click OK. The system adds the Logic element to the script. Related links Adding elements on page 50 Example of adding an Announcement element About this task The Announcement elements play announcements within a script. February 2016 Administering Avaya IP Office Contact Center IVR Editor 51

52 Working with IVR scripts Procedure 1. On the Elements tab, drag and drop the Announcement element to the script. 2. In the Announcement dialog box, do the following: a. In the Label field, type a label that explains the announcement function for the new element. b. To select a.wav file, click Browse. The system displays the Select announcement text file dialog box. c. Select a file, and click Open. d. Select the Not interruptible check box. e. In the Comment field, type a comment. 3. Click OK. The system adds the Announcement element to the script. Related links Adding elements on page 50 Connecting elements About this task A connection is the link between an input connector and an exit connector. A line graphically represents a connection within a script. You can only connect a vacant input and the exit connectors. You cannot assign more than one connection to one connector. You can add and move corner points to connections for a clearer layout. You can also highlight connections. Procedure 1. To connect two elements, do the following: a. Click and drag a corner of the exit connector to an element. b. To create a corner point, click the corner. c. Drag the connection to the input connector of another element. 2. To move a corner point, do the following: a. Point the mouse pointer to a corner point. The system changes the pointer icon. b. Click the corner, and click and drag the corner to a new position. 3. To highlight a connection, do the following: a. Click a connection port, or right-click a connection port. b. On the pop-up menu, click Highlight connection. 4. Right-click a connection port. February 2016 Administering Avaya IP Office Contact Center IVR Editor 52

53 IVR script elements 5. On the pop-up menu, click Delete. The system removes the connection. Editing element properties About this task You can edit the properties of elements in an IVR script. Before you begin 1. Create and open a script. 2. Insert an element. Procedure 1. Click the Elements tab. 2. To view the properties of elements, place the mouse over the element. The system displays a tool tip with the element properties. 3. To edit the properties, double-click the element. The system displays a dialog box with the element properties. For example, the system displays the Announcement dialog box with the properties of the announcement element. 4. Change the properties as required. Moving elements Procedure 1. To move an element, click on an element and drag the element to a new location. 2. To move multiple elements: a. Click Ctrl and select the elements. b. Press Ctrl and Shift, and drag the drop elements to a new location. Deleting elements Procedure 1. To delete an element: a. Select an element, and then click Edit > Delete. The system displays a confirmation message. b. Click Yes. February 2016 Administering Avaya IP Office Contact Center IVR Editor 53

54 Working with IVR scripts The system deletes the selected element. 2. To delete multiple elements: a. Click Edit > Select all, or press Ctrl and A. b. Click Edit > Delete. The system displays a confirmation message. c. Click Yes. The system deletes the selected elements. Creating and editing local variables About this task You can use local variables for the Logic element conditions and for announcement.wav files. The types of local variables are: System variables: You cannot change or delete these variables. User variables: You can configure these variables. Start parameter variables: You cannot change or delete these variables. The local variables only apply to the active IVR script. You can create a local user variable name and the value. You can assign a name with maximum 29 alphanumeric characters and the value with maximum 200 alphanumeric characters. The value is optional. Procedure 1. On the IVR- Editor user interface, do one of the following: Click Edit > Local variables. On the toolbar, click the Local variables icon ( ). 2. In the Local variables dialog box, click one of the following: Add Change Delete If you click Add or Change, the system displays the Edit Local Variable dialog box. If you click Delete, the system deletes the variable. Note: You cannot change or delete the LastError or ErrorInfo system variables. 3. In the Edit Local Variable dialog box, type a name and a value. You can also browse a value in the system. 4. Click OK. February 2016 Administering Avaya IP Office Contact Center IVR Editor 54

55 Changing and refreshing IVR script views The system displays the variable in the list of variables. Changing and refreshing IVR script views About this task You can select an overlapping or tiled view for multiple scripts. Other users in the system can create IVR scripts, but the system does not display the scripts automatically in your view until you refresh the IVR script window. Procedure 1. Click the IVR s tab. 2. Open a script. 3. To change the window size, do the following: a. Point the mouse pointer to a corner of the script. The system changes the mouse pointer icon. b. Press the mouse and drag the corner of the script window. c. Release the mouse. 4. To arrange cascading windows, do one of the following: Click Windows > Cascade. On the toolbar menu, click the Cascade icon ( ). 5. To arrange tiled windows, do one of the following: Click Windows > Arrange. On the toolbar menu, click the Arrange icon ( ). 6. To refresh the view, do one of the following: Press F5. Click View > Update. 7. To hide or display the IVR s window, click View > IVR scripts. The system displays or hides the IVR s window. February 2016 Administering Avaya IP Office Contact Center IVR Editor 55

56 Working with IVR scripts Assigning IVR scripts to voice units About this task Note that: You can only assign an IVR script to voice units (VU) on the same PBX. You cannot change the PBX assigned to a VU. When you delete a VU, the system deletes the assignment to the IVR script from the database. When you delete an IVR script, the system deletes the assignment to the VU from the database. Note: If another user is editing the selected script, the system opens the Properties dialog box in the read-only mode. Procedure 1. Click the IVR s tab. 2. Click a script. 3. To edit the IVR script properties, do one of the following: Click IVR > Properties. Right-click an element within a script, and on the pop-up menu, click Properties. The system displays the Properties dialog box. 4. Enter the required settings. 5. To add a VU to the list of assignments, do the following: a. Click IVR. The system transfers the values of the tag to the IVR server at the start of the script. A Start parameter value is static. The system does not update this value. The system creates a value name with the tag as the prefix. For example, prefix_param. The system displays the Select IVR dialog box. b. Select an IVR, and then click OK. The system displays the selected IVR name in the Play on field. 6. To add a start parameter to the list, do the following: a. Click Tag. The system displays the Select tag dialog box. b. Click a tag, and then click OK. 7. Click OK. The system displays the selected tag value in the Start parameter field. The system assigns the IVR script to the selected VU. February 2016 Administering Avaya IP Office Contact Center IVR Editor 56

57 Saving and enabling IVR scripts Related links Properties tab field descriptions on page 57 Properties tab field descriptions Type Welcome Announcement Free of cost Play on Start parameter Button Delete Displays the script name. Displays the IVR script type. The options are: Announcement: Sets the call control to match with the task flow. You can withdraw the call from Voice Control at any time. You can select this option for the IVR scripts that contain only announcement or database modules. You must also use the IVR scripts as an announcement in the task flow. Automatic agent: Transfers the call control to Voice Control. You can select this option for IVR scripts that contain telephony elements, such as transfer or release call. Specifies that the script is the welcome announcement. Specifies that the script is free for the caller. Displays the voice units assigned to PBXs, and the scripts assigned to the voice units. You can select or delete a voice unit in the list. You can set this option only for the automatic agent type. Displays the start parameters. Deletes the selected IVR or start parameter. Related links Assigning IVR scripts to voice units on page 56 Saving and enabling IVR scripts About this task When you save an IVR script, the system saves the active script and the elements of the script to the database. The system does not enable the script on Voice control until you enable the script by Voice Control. When you enable a script, the system verifies that: The script is not empty. All required exit connectors are connected. February 2016 Administering Avaya IP Office Contact Center IVR Editor 57

58 Working with IVR scripts The script contains a Start element, and the element does not start any other types of scripts. For example, an automatic agent script can only start another automatic agent scrip. An announcement or greeting script can only start another announcement or greeting script. The script contains an End element. The script is saved to the database in the XML format. Voice Control is informed that a new script is available. If an error occurs, the script remains unavailable to Voice Control. You can fix the error and save the script, and enable the script again. Procedure 1. To save an IVR script, do one of the following: Click IVR > Save. On the toolbar menu, click the Save icon ( ). 2. To enable the IVR script, do one of the following: Next steps Click IVR > Enable. On the toolbar menu, click the Enable icon ( ). If an error occurs, troubleshoot the script using TTrace. Related links Script error messages on page 58 Script error messages If an error occurs when you enable a script, you can troubleshoot the script using the TTrace process. Error type Speech recognition TTS/ARS Communication Voice Control Connection/disconnection TTrace reporter category VC_Audio VC_VUS VC_IVRSVR VC_BccIVR VC_TSE VC_TSE_Det VC_VUS VC_IVR VC_ISDN Table continues February 2016 Administering Avaya IP Office Contact Center IVR Editor 58

59 Previewing and printing IVR scripts Error type TTrace reporter category VC_CHAP VC_BASIC VC_IVR Script flow VC_VUS VC_IVR Related links Saving and enabling IVR scripts on page 57 Previewing and printing IVR scripts Procedure 1. To preview the active script, click IVR > Print Preview. The system displays the print view of the script. 2. To print the active script, do one of the following: Click IVR > Print. On the toolbar menu, click the Print icon ( ). The system displays the Print dialog box. 3. Set the printer properties, and then click OK. The system prints the script. Closing all IVR script windows Procedure Click Windows > Close all. The system closes all open script windows. Moving IVR scripts to a different folder Procedure 1. Click the IVR s tab. 2. Select a script. February 2016 Administering Avaya IP Office Contact Center IVR Editor 59

60 Working with IVR scripts 3. Drag and drop the script to the folder to which you want to move the script. The system moves the script to the selected folder. Renaming IVR scripts or folders Procedure 1. Click the IVR s tab. 2. Do one of the following: Double-click the name of a script, and type a new name. Select a script or a folder, click IVR > Rename, and then type a new name. The system changes the name of the script and displays the updated script in the list of scripts. Deleting IVR scripts or folders Procedure 1. Click the IVR s tab. 2. Select and right-click a script or a folder. 3. On the pop-up menu, click Delete. The system displays a confirmation message. 4. Click Yes. The system deletes the selected script or folder. IVR script tools Configuring IVRs About this task You can view, add, copy, edit, or delete IVRs. The IVR list displays the name of the IVR and the PBX for which the IVR is configured. February 2016 Administering Avaya IP Office Contact Center IVR Editor 60

61 IVR script tools Procedure 1. Click Tools > IVR configuration. The system displays the list of IVRs. 2. Select and double-click an IVR. The system displays the IVR configuration-edit dialog box. 3. Enter the required settings. 4. To configure the IVR scripts, click Scripts. The system displays the IVR - IVR Scripts dialog box. 5. To configure voice mails, click Voice mails. The system displays the Voice mails dialog box. 6. Select a voice mail. 7. Click OK. The system configures a new voice unit. 8. Click OK. The system configures a new IVR with the selected script and voice mail. Related links Properties tab field descriptions on page 61 Editing voice mails on page 62 Assigning numbers in CHAP on page 62 Supported WAV file formats on page 63 Properties tab field descriptions Type Host TCP port Specifies the name of the IVR unit. You can assign a name with maximum 28 alphanumeric characters. Displays the type of IVR. The options are: Voice Control <External> Select the <External>options when you use an IVR of a different manufacturer. Specifies the host name or IP address of the IVR. Displays the port number of the IVR. This setting is optional. Table continues February 2016 Administering Avaya IP Office Contact Center IVR Editor 61

62 Working with IVR scripts Mail server Default script Button Script Voice mails Specifies the host name of the SMTP-capable mail server. Voice Control uses the mail server to send s. Displays the standard script. If an error occurs, Voice Control starts this IVR. Displays the list of configured scripts. Displays the list of configured voice mails. Related links Configuring IVRs on page 60 Editing voice mails Procedure 1. In the IVR Editor user interface, click Tools > IVR configuration. The system displays the IVR configuration dialog box. 2. Click an IVR, and then click OK. The system displays the IVR configuration-edit dialog box. 3. Click Voice mails. 4. In the Voice mails dialog box, do the following: To delete a voice mail, click an IVR, and click Delete. To view the properties of a voice mail, click Details. 5. Click OK. Related links Configuring IVRs on page 60 Assigning numbers in CHAP About this task You can assign numbers and the number of extension channels in CHAP. You can also determine how the system distributes the numbers and channels to applications. Before you begin Log in to the IP Office Contact Center user interface. Procedure 1. On the Go to menu, click Configuration. The system displays the Configuration module user interface. 2. Click the CHAP server tab. February 2016 Administering Avaya IP Office Contact Center IVR Editor 62

63 IVR script tools 3. Click a CHAP server, and then click Edit. 4. In the CHAP-Edit dialog box, click the CHAP adapter tab. The system displays the CHAP adapter line details. 5. Click IPO-SIPEXT-IP, and then click Edit. 6. In the CHAP adapter-edit dialog box, do the following: a. Select the CHAP adapter line tab. b. Click Create. The system displays the CHAP adapter line-create dialog box. c. In the Number of channels field, enter the number of channels configured on the PBX. d. Click Create. e. In the Start number field, enter the start number. f. In the End number field, enter the end number. g. Click Properties. h. In the PBXIPAddress field, enter the IP address of the PBX. i. In the LocalIPAddress field, enter the local IP address of the Voice Control server. j. Click OK. k. In the CHAP adapter-edit dialog box, click the CHAP application resource tab. l. In the Application name field, enter IVR. The system displays the details of the IVR. m. Click Create. The system adds a new IVR. n. Enter the required settings. You can also assign numbers and channels to VEA to use for use with queue announcements. o. Click OK. 7. Click OK. The system assigns the numbers in CHAP. Related links Configuring IVRs on page 60 Supported WAV file formats Recommended PCM 8000 khz, 16 bit, mono February 2016 Administering Avaya IP Office Contact Center IVR Editor 63

64 Working with IVR scripts Also supported You can also use the following.wav formats, but the quality of the voice unit might be compromised: PCM khz, 16 bit, mono PCM khz, 16 bit, mono PCM khz, 16 bit, mono PCM khz, 16 bit, mono Related links Configuring IVRs on page 60 Defining time-off periods About this task You can define time-off periods for individuals, regular work breaks, and public holidays. The timeoff setting applies to the whole system. You can add a Check Time Periods element to an IVR script to send a response during a time-off period. You can view, add, change, or delete a time-off period. Procedure 1. Click Tools > Time off. The system displays the Definition of Time off dialog box with the list of configured time-off periods. 2. To edit the properties of a time-off period, double-click a time-off period. 3. Enter the required settings. 4. Click OK. The system updates the time-off properties and adds to the list of time-off periods. 5. Click OK. Exporting the IVR script data About this task You can export the IVR script data to store IVR scripts centrally. You can retrieve and use the scripts on another system. You can select individual scripts to export script data in the IVR or XML format. The IVR format is an internal format of IVR Editor. Using this format, you can export multiple IVR scripts at once. You can also export unfinished scripts, or scripts with open input or exit connectors. The limitations of the XML format are: You can only export one IVR script at a time. The XML format contains all elements of an IVR script except comments. February 2016 Administering Avaya IP Office Contact Center IVR Editor 64

65 IVR script tools The IVR script must be syntactically correct with no errors. Procedure 1. To export a script in the IVR format: a. Click IVR. The system displays the Export IVR Script dialog box. b. In the Export file field, type a name for the export file. c. Click the IVR script to export, and click Export. The system creates an export file. d. Click OK. 2. To export a script in the XML format: a. Click IVR > Export as XML. The system displays the Export as XML dialog box. b. In the Create IVR Script dialog box, type a name for the export file. c. Click the IVR script to export. d. Click Export. The system creates an export file. e. Click OK. Importing IVR script data About this task If you import IVR scripts that have the same name as the scripts in the database, the system adds a postfix to the script names. The scripts with modified file names might not function. The extension for the IVR format script is.ivr. The extension for the XML format script is.xml. Procedure 1. Click IVR > Import. The system displays the Import IVR Script dialog box. 2. In the Import file field, select the import file. The system displays the import data in the Import data field. 3. In the Folder field, click a folder to which you want to import the file. 4. Click Import. The system displays the imported data. February 2016 Administering Avaya IP Office Contact Center IVR Editor 65

66 Glossary UNC UNC stands for Uniform Naming Convention. UNC is a widely accepted standard for addressing shared resources, such as folders, drives, on a PC network. UNC eliminates the need to assign a drive letter to connect. For example: \\servername\sharename\path (Windows). February 2016 Administering Avaya IP Office Contact Center IVR Editor 66

67 Index A adding script elements architecture IVR...10 B basic elements IVR...14 C CHAP assign number Configure IVR properties...61 creating script folders scripts D database elements IVR...42 deleting folders...60 script elements scripts E editing script elements elements exporting IVR scripts F folders deleting rename I importing IVR scripts Interactive Voice Response... 7 IVR...7, 16 IVR Editor logging in IVR script elements preview print...59 IVR script elements announcement...22 announcement plus, DTMF announcement plus DTMF announcement plus voice recognition branch...18 call check time period close database consultation refer back consultation, define variable delete records...46 delete voice mail...30 first record...47 information on connection insert record...45 IVR...7, 16 logic modify records next record...47 open database...44 record voice mail record voice mail plus DTMF...28 send DTMF tones send voic as an start program start script text to speech trace...16 wait IVR script examples...13 IVR scripts assigning VUs...56 debugging...57 enabling exporting...64 importing...65 saving IVR scripts elements SQL query L local variables Logic elements...54 February 2016 Administering Avaya IP Office Contact Center IVR Editor 67

68 Index M move script elements scripts O opening scripts Overview IVR...7 P Properties Assign...57 IVR... VU purpose IVR script R rename folders...60 scripts T telephony elements IVR...31 time-off periods topology IVR...10 IVR data...11 U usage IVR...7 V variables for language speech elements voice mails edit...62 voice units configuring W WAV file formats WAV files S script elements adding...50 deleting editing examples move...53 script errors...58 script folders creating...49 scripts changing size...55 closing windows...59 connectors creating...50 deleting displaying windows...55 hiding windows local variables...54 move...59 opening...50 refreshing...55 rename speech elements IVR...19 storage IVR...11 February 2016 Administering Avaya IP Office Contact Center IVR Editor 68