The IVR Script properties window can be accessed by selecting the View Properties of option from the IVR script right-click menu in the IVR Scripts folder. The General tab contains this information:
• Max time in IVR - Setting to prevent unintended infinite loops configured in an IVR script from keeping calls in the IVR for an indefinite amount of time.
• Associated Campaigns - Here you can view all campaigns that use this script. You can not remove the script while any of the campaigns are using it.
• Called By Scripts - Here you can see all IVR scripts which run this script.
The Default Properties window is accessed by selecting the appropriate menu item from the Script menu in the IVR Script properties window. Here you can configure the default properties of the script for the Text-To-Speech editor and for the data access.
default TTS language and voice settings
• TTS:
– Language: List of languages that you can choose for TTS prompts in the Text- To-Speech editor.
– Voice: Voice character available to create audio messages from the text. • Data Access: Default parameters used to access the data in the Query module.
– URL: Address of the data.
– Method: GET and POST methods.
– Fetch timeout: Time-out in seconds for the request.
– Script type: Type of script for the Web server: ASP, PERL, PHP. Important Currently, if you select a TTS language and voice other that the default English (US), your selection returns to the default even after you save the script.
– Script path: Location of the script on your system.
– Visual IVR Default Timeout (min): Time-out in minutes for the visual IVR to appear.
Variables
A variable is a field that can be used in your IVR script. A variable has a name, type, and value. By assigning information to variables, you can store and manipulate temporary data in the IVR. Variables are essential parts of a script. They are accessible in all the script’s modules. You can store call-attached data in the form of variables that may be used in later parts of the IVR Script or integrated into the text-to-speech messages. You can assign customer data to variables.
You can use predefined variables or create your own. Custom variables can be created and used to store temporary data. You can manage variables in the Variables window opened in the IVR Script properties window (the Script menu). Read more in Managing Variables.
While creating TTS Prompts, you can type text phrases and insert contact, call or system variables within the text. Read more in Preparing Prompts Using Text-to-Speech (TTS). You can find an example with variables here: Example: Creating an IVR Loop.
Variables are used to hold values you want to keep for later processing at the time of the script execution. When you request the external web server for some information, you will probably want to use the result of that request somewhere else in your script. Variable include these types:
• User Variables - variables have local scope and are accessible only by the script where they were defined. The BUFFER variable is created automatically in each script. You can create script variables with names which include Latin letters, digits, and underscores, starting from a letter or underscore. If a script created before version 8.0 uses variables that do not satisfy above rule, no renaming is required.
• Call Variables (Call.ANI, Call.DNIS, Call.bill_time, Call.campaign_id,
Call.campaign_name, Call.comments, Call.disposition_id, Call.disposition_name, Call.end_timestamp, Call.handle_time, Call.hold_time, Call.length, Call.number, Call.park_time, Call.queue_time, Call.session_id, Call.skill_id, Call.skill_name, Call.start_timestamp, Call.type, Call.type_name, Call.wrapup_time).
accessible from the IVR by the agent who receives the call, by the agent who receives the transfer, by agents who are consulted or added to a conference call, and from the IVR again when a call is transferred back to the IVR. Call-attached variables are created by users. Call variables are global variables that are often permanent (stored for reporting purposes) whereas IVR variables are temporary local variables used within an IVR Script.
• System Variables
• Contact Variables (same as Contact Fields, see VCC Configuration: Contact Fields) • Agent Variables (Agent.first_agent, Agent.full_name, Agent.id, Agent.user_name)
System Variables Description
CRM_ID Internal ID of the CRM record currently selected in the IVR. DATE System date set in the time zone of the campaign that contains
the IVR.
DAY Numeric value that represents the day of the week set in the time zone of the campaign that contains the IVR:
• 1: Sunday • 2: Monday • 3: Tuesday • 4: Wednesday • 5: Thursday • 6: Friday • 7: Saturday
INPUT Words spoken by the caller as interpreted by the last Menu module.
LAST_AGENT_ EXTENSION
Phone extension of the last agent who handled the call. LAST_AGENT_
NAME
User name of the last agent who handled the call.
SWI_LITERAL Words spoken by the caller as interpreted by the last Input module.
TIME System time set in the time zone of the campaign that contains the IVR.
• IVR Variables (IVR.error_code, IVR.error_desc, IVR.last_module, IVR.last_state)
Data Types. Each IVR variable has a type. Types are introduced only for the purpose of simplifying data consistency control:
Values. The following are ways of assigning values to a variable while using IVR:
• By specifying initial value in variables definition screen. See Managing Variables. • From scheduler (for upper level script). See Managing IVR Scripts Schedules. • From calling procedure (if the script is invoked by other script). See Invoking
Scripts.
• By using the Set Variable IVR module. • As user input.
• Through internal database dip (for contact variables). • In result of request to Web server.
Variables of any type which were not initialized by any of the above options have a special NULL value. It is possible to assign NULL value to a variable, or check if a variable is NULL using the If/Else module. Using of NULL values is not defined for logical expressions, and results in exception in corresponding modules (If/Else and Case modules).