Table of Contents

Index

A

Accept step   3-2

accessing call-specific information   4-10

adding connection output branch   1-10

adding mapping indentifier   2-11

adding new connection   1-29

adding session attributes and values   2-15

adding session attributes and variables   2-9

adding variables or expressions to map   1-8

Annotate step   1-3

applying XSL transformations   11-24

assigning class to object   15-4

assigning values to user attributes   8-8

associating days with connection output branch   1-10

attaching document to e-mail   5-5

Attach To eMail step   5-3

Authenticate User step   8-2

authenticating users   8-3

C

Cache Document step   11-3

caching a document   11-5

Call Control palette   4-1

steps   4-1

Call Hold step   4-2

calling a subflow   1-6

Call Redirect step   4-3

Call Subflow step   1-3

General tab   1-5

Parameter Mapping tab   1-6

Call Unhold step   4-7

Character generator type   9-19

choosing constructor for Java class   15-6

choosing method to execute on variable   15-14

closing SQL query   12-15

configuring DTMF Control properties   7-23

configuring flush input buffer property

Extended Play Prompt step   7-30

Play Prompt step   7-67

configuring input properties

Extended Get Digit String step   7-19

Get Digit String step   7-38

Menu step   7-50

Name to User step   7-60

Recording steps   7-74

Simple Recognition step   7-84

configuring out-pulsed DTMF digits to caller   7-76

configuring prompt properties

Extended Get Digit String step   7-15

Extended Play Prompt step   7-28

Get Digit String step   7-35

Menu step   7-48

Name to User step   7-58

Play Prompt step   7-65

Recording step   7-72

Simple Recognition step   7-82

configuring simple recognition   7-79

configuring Voice Browser   7-87

configuring voice browser parameters

request parameters   7-89

return parameters   7-91

Connect step   13-2

contact, definition   3-1

Contact palette   3-1

steps   3-2

cookie, definition   6-9

Country generator type   9-23

Create Conditional Prompt step   9-2

Create Container Prompt step   9-4

Create eMail step   5-6

Create File Document step   11-6

Create Generated Prompt step   9-13

Create Java Object step   15-2

Class Assignment tab   15-3

Class Information tab   15-5

Create Language Grammar step   10-2

Create Language Prompt step   9-24

Create Menu Grammar step   10-5

Create Remote Java Object step   15-8

Create TTS Prompt step   9-27

Create URL Document step   11-7

Create XML Document step   11-11

creating document variable with URL   11-9

creating e-mail message   5-7

creating Java object representing remote object   15-9

creating prompts

concatenated   9-6

conditional   9-3

escalating   9-9

random   9-10

creating script logic for a case   1-26

Credit Card Expiration Date generator type   9-24

Credit Card Number generator type   9-24

Currency generator type   9-22

D

database

defining SQL query   12-2

releasing resources   12-14

testing updates   12-22

updating   12-15

viewing   12-7

Database palette   12-1

steps   12-1

Date generator type   9-20

Day of Week step   1-9

DB Get step   12-2

Comment tab   12-13

Field selection tab   12-5

General tab   12-3

SQL tab   12-11

DB Read step   12-7

DB Release step   12-14

DB Write step   12-15

Comments tab   12-23

General tab   12-16

SQL tab   12-19

Test tab   12-21

debugging subflow   1-4

Decrement step   1-11

defining document variable   11-7

defining SQL SELECT statement   12-12

defining SQL update, delete, insert statements   12-20

delaying script processing   1-13

Delay step   1-12

Dequeue step   13-5

dequeuing calls   13-6

Digit File Grammar Format   10-10

Document palette   11-1

steps   11-1

E

eMail Contact palette   5-1

steps   5-1

e-mail sequence   5-2

ending an application   3-12

End step   1-13

entering comments   12-14, 12-24

Execute Java Method step   15-10

Explore Class Information tab   15-13

Explore tab   15-11

expected wait time calculation, definition   1-14

Explicit Confirmation step   7-2

General tab   7-3

Input tab   7-7

Prompts tab   7-5

Extended Get Digit String step   7-9

DTMF Control tab   7-21

General tab   7-11

Input tab   7-17

Prompt tab   7-14

Extended Play Prompt step   7-24

General tab   7-25

Input tab   7-29

Prompt tab   7-27

Extract XML Document step   11-13

G

General palette   1-1

steps   1-2

generating dynamic browser output   6-20

generating prompt phrases   9-15

Get Call Contact Info step   4-8

Get Contact Info step   3-3

Get Digit String step   7-31

Filter tab   7-39

General tab   7-32

Inputl tab   7-36

Prompt tab   7-34

Get Enterprise Server Data step   13-7

Get HTTP Contact Info step   6-2

Get Http Contact Info step   6-2

Cookies tab   6-9

Environment tab   6-12

General tab   6-3

Headers tab   6-4

Parameters tab   6-7

Get ICM Data step   14-2

Expanded Call Variables tab   14-6

General tab   14-3

Get Reporting Statistic step   1-13

Get Session Info step   2-4

Context tab   2-8

General tab   2-5

Get Session step   2-2

getting contact information   3-6

getting session information   2-4

getting trigger contact information   6-4

Get Trigger Info step   3-7

Get User Info step   8-4

Goto step   1-17

Grammar expressions   10-9

Grammar palette   10-1

steps   10-1

GSL File Grammar Format   10-9

H

Http Contact palette   6-1

steps   6-2

HTTP Redirect step   6-15

I

ICD palette   13-1

steps   13-2

ICM palette   14-1

steps   14-1

identifiying fields and variables   12-6

identifying DB Resource Name and database to update   12-17

If step   1-17

Implicit Confirmation step   7-40

Increment step   1-18

inputing prompts for different languages   9-26

J

JAVA palette   15-1

steps   15-1

L

Label step   1-19

Language generator type   9-23

M

making ICM variables available to script   14-4

making user attributes available to script   8-6

mapping document to document variable   11-12

mapping local variable

to specific parameter using cookies   6-11

mapping local variables

to cookies   6-29

to environment variables   6-14

to HTTP header   6-6

to keywords   11-18

to specific parameter   6-8

mapping local variable to specific HTTP header   6-27

Media palette   7-1

steps   7-2

Menu step   7-43

General tab   7-44

Input tab   7-49

Prompt tab   7-47

modifying contact information   3-11

N

Name to User step   7-51

Input tab   7-59

Name to Use step

General tab   7-53

Prompt tab   7-56

Number generator type   9-18

O

obtaining variable property value   15-18

On Exception Clear step   1-20

On Exception Goto step   1-21

Ordinal generator type   9-21

P

Place Call step   4-11

placing outbound calls   4-14

playing back text as speech   9-29

Play Prompt Step

General tab   7-62

Play Prompt step   7-61

Input tab   7-66

Prompt tab   7-64

Prompt palette   9-1

steps   9-1

providing grammar for menus   10-7

Q

query, defining   12-2

queuing call for specific agents   13-10

R

Recording step   7-67

General tab   7-68

Input tab   7-73

Prompt tab   7-70

redirecting a call   4-6

redirecting browser   6-17

Reject step   3-9

removing mapping indentifier   2-11

responding to exceptions   1-22

S

selecting set of grammars   10-3

selecting variable for value of source variable   15-20

Select Resource step   13-8

Send Digit String step   7-75

Send eMail step   5-8

sending e-mail message   5-9

Send JSP step   6-17

Send Response step   6-21

session events   2-1

Session Mapping step   2-10

Session palette   2-1

steps   2-2

Set/Get Java Property step   15-15

Destination tab   15-19

Source tab   15-16

Set Contact Info step   3-9

Set HTTP Contact Info step   6-23

Set Http Contact Info step   6-23

Cookies tab   6-28

General tab   6-24

Headers tab   6-25

Set ICM Data step   14-9

Expanded Call Variables tab   14-13

General tab   14-10

Set ICM Result step   14-15

Set Priority step   13-14

Set Session Info step   2-12

Context tab   2-14

General tab   2-12

Set step   1-23

setting call priority   13-15

setting numeric data type and actual data value type   13-13

setting recording options   7-69

setting session information   2-6

setting variable value   1-24

setting VRU script request message value   14-17

Set User Info step   8-7

Simple Recognition step   7-76

General tab   7-78

Input tab   7-83

Prompt tab   7-81

specifying acceptable digits   7-40

specifying access to real-time information   1-15

specifying contact trigger

for Explicit Confirmation step   7-4

for Extended Get Digit String step   7-12

for Extended Play Prompt step   7-26

for Get Digit String step   7-33

for Implicit Confirmation step   7-42

specifying contact trigger for

Set Http Contact step   6-25

specifying contact trigger for Menu step   7-46

specifying contract trigger

for Play Prompt step   7-63

specifying data returned

to ICM variables   14-11

to ICM with expanded call variables   14-14

specifying DB Resource Name and Data Source Name   12-4, 12-10

specifying document to send   6-23

specifying document variable with XML data   11-15

specifying extended call variables for data   14-7

specifying file name and document variable   11-21

specifying input values   7-8

specifying prompts   7-6

specifying resource for contact   13-4

specifying Result User variable   7-54

specifying variables to execute Java method   15-12

Spelling generator type   9-19

SQL

query   12-2

testing updates   12-22

updating database   12-15

viewing data   12-7

Start step   1-24

storing enterprise server field in script variable   13-8

Switch step   1-24

T

Telephone Number generator type   9-23

Terminate step   3-12

testing SQL command string   12-22

testing SQL updates   12-22

Text Substitution for Keywords step   11-16

Time generator type   9-21

Time of Day step   1-27

transferring calls   4-3

U

updating SQL database   12-15

User palette   8-1

steps   8-1

using grammar formats   10-9

Digit file format   10-10

GSL file format   10-9

V

viewing data   12-7

Voice Browser step   7-85

General tab   7-86

Request Parameters tab   7-88

Return Parameters tab   7-90

W

Write Document step   11-20

X

XSL Transform Document step   11-22