This module enables you to start another process when callers hang up before reaching a termination module, one of the transfer modules or the Hangup module. You cannot configure this module.
If the script is called from other script
If the current script follows another script, select how to exit the current script:
• Return to calling script: continue with the parent IVR script. • Set IVR.error_code to:
– Constant: Specify the error code to return to the parent script.
– Variable: Specify the contact, system, IVR, or call variable to use for the error code that is returned to the parent script.
Dispositions tab
See the description in IVR Modules.
The Agent/Voice Mail Transfer module is a termination module that enables you to transfer calls to agents or to voicemail.
Options Description
General Tab
Transfer to any available agent
Enables the Voice Mail tab. Agent transfer Enables the Agent tab.
Max Queue Time Maximum number of minutes and seconds allowed for calls in a queue.
Max Ring Time Maximum number of seconds allowed for the agent to answer a call.
Queue Calls When Agent(s) Not Ready
Whether to add calls to a queue for the maximum queue time specified when agents are not available:
• Enabled: Calls are placed in a queue.
• Disabled: Calls are transferred immediately to voicemail. Set Agent to Not Ready If
No Answer
Whether to change the agent's status to Not Ready if the agent does not answer the call within the maximum ring time allowed.
• Enabled: Agent's status is changed. • Disabled: Agent's status is not changed.
Enable Music On Hold Whether to play an audio file when the caller is waiting in the queue.
Action for Recorded Files Method for handling the recorded files gathered by the previous modules. See also Using Recorded Files.
• Keep as Recording: Save recorded files as a recording to access from reports. The recorded files are not sent to the agents or skills.
• Send to Agent: Routes recorded files to the agent. If agents are not available and the voicemail option is enabled, the recorded files become part of the voicemail message. Agent Tab
Enabled if you selected Agent Transfer in the General tab.
Transfers the call to either and agent or to an extension.
Agent Name Agent who receives the transfer after the maximum queue time expires:
• Constant: List of your agents.
• Variable: List of your contact, system, agent, call, IVR, or user CAV variables. Only string variables are allowed. Extension Extension who receives the transfer after the maximum queue
time expires:
• Constant: Specific four-digit extension.
• Variable: List of your contact, system, agent, call, IVR, or user CAV variables.
Transfer to any agent if specified one is unavailable
Whether to transfer the call to any available agent if necessary. • Enabled: Transfer the call to any available agent.
• Disabled: Voice Mail Tab
Enabled if you selected Transfer to any available agent in the General tab.
Typically used to send calls to a general voicemail user account. You can create a user account to capture general messages after selecting a skill group in the Skill Transfer module. Leave voice mail Whether to enable voicemail messages for the agent or
extension.
Agent Name Voice mailbox to receive the transfer after the maximum queue time expires:
• Constant: List of your agents.
• Variable: List of your contact, system, agent, call, IVR, or user CAV variables. Only string variables are allowed. Extension Extension to receive the transfer after the maximum queue
time expires:
• Constant: Specific four-digit extension.
• Variable: List of your contact, system, agent, call, IVR, or user CAV variables.
Prompts Tab
List of default and custom prompts in the Prompts folder. You can add one or more prompts from a file, a variable, or from the TTS builder. You can arrange the prompts in any sequence. Between prompts, you can add brief pauses (milliseconds).
Exit the module in case of a prompt exception
Whether to ... • Enabled: • Disabled: Agent/Voice Mail Transfer module
Page Tab
List of Visual IVR prompts. The content of these prompts may be the same or different from the standard prompts that you add in the Prompts tab. The text editor enables you to create HTML text that contains formatted text and variables. You can customize the text with bold, color, and emphasis. Unlike breaks in the TTS builder, which are associated with speech, breaks in this text editor add a line or horizontal break. The Test button enables you to preview the HTML text.
The default disposition is Abandon. For more information, see Selecting Dispositions.
The Answering Machine module is used to determine if the call is answered by a person or a machine and to route calls according to the script. In most autodial campaigns, this module is placed immediately after the Incoming Call module. The ports of the module as used as follows:
• Answering machine: Module branch used when the system determines that the call is answered by the recording of an answering machine. In this case, the script proceeds to the next module, which is usually a Play module that contains a recorded message followed by a Hang Up module.
• Live person: Module branch used when the system determines that the call is answered by a person. In this case, the script proceeds with the rest of the script. If you omit this module, the beginning of the recorded message is cut off while the answering machine greeting is played.
Options Description
General Tab Wait For Answering Machine Tone
Whether to wait for a tone. This option is used when the answering machine tone is not detected.
• Enabled: Wait for a tone
• Disabled: Do not wait for a tone.
Maximum Wait Time Applies if you enabled the answering machine tone option. Number of seconds to wait for the answering machine
The Case module enables you to create as many branches as you need to handle all the possible user input or the information contained in a variable. Each possible case must have its own branch.
Example A Get Digits module contains this prompt: For Sales, press 1. For Support,
press 2. The Get Digits module is followed by the Case module that contains the
BUFFER variable with the values 1, which is leads to the Sales branch, and 2, which is leads to the Support branch. In this case, the Case module has three branches: Sales, Support, and No Match to handle all other caller input.
For more example, see also Creating an IVR Script and Creating an IVR Loop.
Options Description
General Tab
Variable Variable that stores the caller’s input, for example when the Case module follows the Get Digits module. Use the default variable (BUFFER), select one from your contact, system, agent, call, IVR, or user CAV variables, or create custom variables in the Script > Variables menu. You can add, modify, delete, and order variables as needed. Represents the left variable in the equation.
Table: Comparison Type Value/Variable
Branch name
Represent the operator, the right variable, and the exit from the module, for example:
Variable Comparison Type Value/Variable Branch name
BUFFER equals 1 Sales
No Match branch Default branch used when the comparison does not match the available options. For example, if the prompt specifies to press 1 or 2, but the caller presses 3 or nothing, the script uses the No Match branch to exit the module.
Condition window Menu that enables you to define the right variable of the equation.
(Left) Variable Always BUFFER.
Branch Name Exit from the module. Branch names can contain up to 10 characters.
Comparison Type • Equals: Exact match • Like:
• RegExpr: Regular expression that matches specific characters.
• IsNULL: Empty field
(Right) Variable • Constant: Specific value that you want to find.
• Variable: List of your contact, system, agent, call, IVR, or user CAV variables.
The Conference module enables callers to add other parties to a conference call. Callers entering this module are prompted to enter a phone number to invite a participant. The module dials the number and connects the second party to the first caller. Participants can leave the conference at any time. Except while adding a conference participant, the first caller can leave the conference or hang up. At that time, the conference is
discontinued, and all participants are disconnected.
Options Description
General Tab Max Number of Participants
Maximum allowed number of conference participants. If the number is exceeded, add a prompt on the Prompt tab to inform the person who is managing the conference.
Switch to a New
Participant Adding Mode
DTMF button to access the conference option to enter a new participant phone number. The default is the star (*) key. Digit to Leave Conference DTMF button to exit the conference. The default is the pound
(#) key. Make Recording of the
Conference
Whether to save the conference as audio file. The recording is available in reports. See also Using Recorded Files.
Prompt Default prompt comprising two TTS prompts. You can add prompts from a file, a variable, or the TTS builder. You can arrange the prompts in any sequence. Between prompts, you can add brief pauses (milliseconds).
Interruptible: Whether to stop playing the prompt as soon as the requested operation is completed.
• Enabled: Stop playing the prompt.
• Disabled: Finish playing the prompt in all cases. Max Number of Attempts Number of attempts to enter the phone number of a new
participant.
Events Error messages and actions requested from users to resolve the problem. You can add prompts from a file, a variable, or the TTS builder. You can arrange the prompts in a specific sequence.
Prompt Tab
Prompts that are played during different stages of the conference. You can add one or more prompts from a file, a variable, or from the TTS builder. You can arrange the prompts in any sequence. Between prompts, you can add brief pauses (milliseconds). All prompts can be interruptible.
On Module Entering Default TTS prompt played when a user enters the conference. This prompt comprises four TTS prompts and a pause.
If No Participants Left Default TTS prompt played for the person who created the conference when all other participants have left the conference. The prompt is repeated every 10 seconds if the caller does not enter a key. After three attempts, the module is exited with an exception.
If Number of Participants Exceeded
Default TTS prompt when the maximum number of participants has been reached. The menu item for interruptible prompts is disabled.
Dispositions Tab
The default disposition is No Disposition. For more information, see Selecting Dispositions.
For example, you can add dispositions to handle these events: • A prompt is repeated if the caller does not press a key for 10
seconds. After three attempts, the module is exited with an exception.
• The caller is disconnected while the module is being processed.
The Contact Update module enables you to use the current call data to create or update a contact record and to attach an existing contact record to the call.
Options Description
General Tab
Module Name Name that represents the role of the module in the IVR script. In Visual IVR scripts, the name is converted to text that appears in the heading of the IVR window.
Contact Record Action to take with the current call data of the record: • Update Selected Contact Record: Update the record with
the call data by using the contact fields below.
• Update if it is selected, create new otherwise: update by using the contact fields below.
• Create New Contact Record: Create a contact record by using the contact fields below. A new record is considered a current record and CRM_ID is changed accordingly.
• Do not change Contact Record: You cannot change the record because the contact fields below are disabled. Fields List of contact fields that you can use to update the contact
record in the first three options above. Contact Variables Action to take with the contact variables:
• Do not Change Contact Variables
• Synchronize Contact variables with Contact Record: Enables you to set values from the variables if the corresponding fields are not checked for update.
• Reset Contact Variables: Enables you to assign default values, such as an empty string, or 0, for all variables. Replace with Selected
Contact record
Whether to replace the attachment with another contact record:
• Enabled: • Disabled:
The Extension Transfer module transfers a call to an agent after the caller enters a four- digit extension. The module plays the prompt Please enter the extension of the party you
wish to reach. If a user account matches the extension number, the call is transferred to
the agent or to voicemail if the agent is not available.
This module combines the Get Digits and two Play modules with standard files played during the module execution (input prompt) and on wrong user input.
Because this module has two connector ports, it can be used as a termination module and as a child module. If a Play module precedes the Extension Transfer module, the prompt in the Extension Transfer module is not played, which enables you to add customized instructions for entering an extension in the Play module.
This module handles invalid entries and extensions as follows:
• When the Extension Transfer is used as a termination module, this module plays the message Extension xxxx is not available followed by Please enter the
extension of the party you wish to reach. The caller may enter an extension up to
three times. The call is disconnected after three invalid entries.
• When the Extension Transfer is followed by another module, the IVR script proceeds to the following module.
Feature Description
General Tab
Termination Digit Option for callers to exit the module without entering an extension by pressing the key specified.
• Enabled: the possible options are # (pound) and * (star). • Disabled: the value N/A disables the option.
Max Silence Number of seconds that the module waits between digits when callers are entering the extension. The default is 2 seconds. Max Time to Enter Digits Number of seconds that the module waits for callers to finish
entering the extension. If callers exceed the time, the IVR script proceeds to the next module or repeats the current module. The default is 20 seconds.
Clear User Input Whether information entered by the caller before reaching this module is erased.
• Enabled: delete all user input before the Extension Transfer module.
• Disabled: do not enable if you have a prompt that provides instructions before the Extension Transfer module.
Dispositions tab
The default disposition is Transferred to 3rd Party. For more information, see Selecting Dispositions.
The Foreign Script module enables you to use an IVR script that contains at least one variable in the current script. The variables of the foreign script enable you to set the variables in the current script so that variables are returned in your current script. For example, you can use the same search script in multiple scripts. You can use the Foreign Script module after any module with defined variables.
Options Description
General Tab
Called Script List of your scripts. When you select a script, the Parameters tab is enabled, but the menus are disabled unless the foreign script contains variables.
Initiating Called Script Variables
Variables to pass to the foreign script.
To set the variables of the foreign script to values of the current script, click Add.
• Called Script Variable: List of variables in the foreign script, data type of the variables, and optional description and initial value.
• Value Assigned by Current Script: Value to assign to the variable:
– Constant: Single value that you specify.
– Variable: List of your user, IVR, and user CAV variables. When you select a variable, the description is
automatically populated. – NULL: Empty field.
Pass contact variables to the called script
Whether to pass contact variables to the foreign script: • Enabled: Contact variables are passed.
• Disabled: Contact variables are not passed. Returned Variables Variables that stores the returned data:
• Called Script Variable: List of variables in the foreign script, data type of the variables, and optional description and initial value.
• Current Script Variable to Assign to: Variable that stores the returned data. The list contains your user, IVR, and user CAV variables. When you select a variable, the
description is automatically populated. Return contact variables
from the called script
Whether to accept contact variables from the foreign script: • Enabled: Contact variables are returned.
• Disabled: Contact variables are not returned.
The Get Digits module enables you to accept digits entered by the caller into a variable so that the information can be used to route the call. The module can contain multiple prompts. When the module receives the correct digits, the IVR script proceeds to the next module. The result of this module can be assigned to a string or integer variable. For example uses, see Creating an IVR Script, Creating an IVR Loop, and Using an Agent
Extension in an IVR.
Options Description
General Tab
Module Name Name that represents the role of the module in the IVR script. In Visual IVR scripts, the name is converted to text that appears in the heading of the IVR window.
Target Variable List of user, contact, IVR, and user CAV variables that can store the caller’s input. You can also create a set of custom variables in Script > Variables.
Input Format Format template for the caller’s input. This table contains the input format options for entering data:
Maximum Number of Digits
Number of digits allowed before proceeding to the next module.
Termination Digit Option for callers to exit the module and proceed to the next module by pressing the key specified.
• Enabled: the possible options are # (pound) and * (star). • Disabled: the value N/A disables the option.
Max Silence Number of seconds that the module waits between digits. The default is 2 seconds. Does not apply if the maximum number of digits is set to 1.
Max Time to Enter Digits Number of seconds that the module waits for callers to finish entering digits. If callers exceed the time, the script proceeds to the next module or repeats the current module. The default is 20 seconds.
Clear User Input Whether to erase the information entered by the caller before reaching this module.
• Enabled: Delete all user input before this module.
• Disabled: Do not enable if you have a prompt that provides instructions, such as pressing a key (termination digit) to exit the queue, before this module. Otherwise you erase the