Table of Contents

Media Step Descriptions

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

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

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

The Media palette contains the following steps:

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

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

Explicit Confirmation

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

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

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

Note   Tags for grammars are case-sensitive.

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

The following sections describe these tabs.

General

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

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

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

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

Procedure

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

Step 3   Click Apply.

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

Prompts

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

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

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

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

Procedure

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

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

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

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

Step 6   Click Apply.

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

Input

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

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

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

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

Procedure

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

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

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

Step 5   Click OK.

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

Extended Get Digit String

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

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

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

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

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

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

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

The following sections describe these tabs.

General

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

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

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

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

Procedure

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

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

Step 4   Click Apply.

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

Prompt

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

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

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

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

Procedure

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

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

Step 4   Click Apply.

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

Input

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

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

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

Procedure

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

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

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

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

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

Step 7   Click Apply.

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

DTMF Control

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

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

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

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

Procedure

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

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

Step 4   Click OK.

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

Extended Play Prompt

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

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

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

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

The following sections describe these tabs.

General

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

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

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

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

Procedure

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

Step 3   Click Apply.

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

Prompt

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

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

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

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

Procedure

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

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

Step 4   Click Apply.

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

Input

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

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

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

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

Procedure

Step 2   Click OK.

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

Get Digit String

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

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

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

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

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

The Get Digit String step provides three output branches:

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

The following sections describe these tabs.

General

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

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

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

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

Procedure

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

Step 3   Click Apply.

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

Prompt

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

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

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

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

Procedure

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

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

Step 4   Click Apply.

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

Input

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

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

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

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

Procedure

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

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

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

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

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

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

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

Step 9   Click Apply.

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

Filter

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

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

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

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

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

Implicit Confirmation

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

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

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

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

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

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

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

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

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

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

Procedure

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

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

The usual value is 2 seconds.

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

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

Step 6   Click OK.

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

Menu

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

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

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

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

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

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

The customizer window of the Menu step contains three tabs:

The following sections describe these tabs.

General

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

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

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

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

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

Procedure

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

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

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

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

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

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

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

Step 6   Click Apply.

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

Prompt

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

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

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

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

Procedure

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

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

Step 4   Click Apply.

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

Input

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

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

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

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

Procedure

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

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

Step 4   Click OK.

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

Name To User

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

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

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

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

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

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

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

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

The Name To User step produces the following output branches:

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

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

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

The following sections describe these tabs.

General

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

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

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

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

Procedure

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

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

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

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

Step 6   Click Apply.

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

Prompt

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

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

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

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

Procedure

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

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

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

Step 4   Click Apply.

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

Input

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

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

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

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

Procedure

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

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

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

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

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

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

Step 8   Click OK.

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

Play Prompt

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

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

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

The following sections describe these tabs.

General

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

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

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

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

Procedure

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

Step 3   Click Apply.

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

Prompt

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

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

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

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

Procedure

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

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

Step 4   Click Apply.

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

Input

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

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

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

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

Procedure

Step 2   Click OK.

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

Recording

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

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

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

The customizer window of the Recording step contains three tabs:

The following sections describe these tabs.

General

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

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

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

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

Procedure

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

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

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

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

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

Step 6   Click Apply.

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

Prompt

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

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

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

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

Procedure

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

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

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

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

Step 5   Click Apply.

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

Input

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

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

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

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

Procedure

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

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

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

Step 5   Click OK.

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

Send Digit String

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

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

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

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

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

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

Procedure

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

Step 3   Click OK.

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

Simple Recognition

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

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

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

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

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

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

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

Note   Tags for grammars are case-sensitive.

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

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

The following sections describe these tabs.

General

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

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

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

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

Procedure

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

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

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

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

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

Step 6   Click OK.

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

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

Step 8   Click Apply.

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

Prompt

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

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

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

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

Procedure

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

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

Step 4   Click Apply.

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

Input

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

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

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

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

Procedure

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

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

Step 4   Click OK.

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

Voice Browser

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

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

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

The following sections describe these tabs.

General

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

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

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

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

Procedure

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

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

Step 4   Click Apply.

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

Request Parameters

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

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

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

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

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

Procedure

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

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

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

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

Step 5   Click OK.

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

Step 6   Click Apply.

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

Return Parameters

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

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

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

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

Procedure

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

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

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

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

Step 5   Click OK.

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

Step 6   Click OK.

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