Administering Avaya IP Office Contact Center IVR Editor

Transcription

1 Administering Avaya IP Office Contact Center IVR Editor Release 10.1 Issue 1 May 2017

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5 Contents Chapter 1: Introduction... 7 Purpose... 7 Change history... 7 Chapter 2: Overview of Interactive Voice Response... 8 Examples of IVR usage... 8 Architecture topologies Topology for data storage Chapter 3: IVR scripts and script elements Purpose of IVR scripts IVR script types IVR script elements Basic elements Speech elements Telephony elements Database elements Chapter 4: 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 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 May 2017 Administering Avaya IP Office Contact Center IVR Editor 5

6 Contents Defining time-off periods Exporting the IVR script data Importing IVR script data Chapter 5: Resources Documentation Finding documents on the Avaya Support website Training Viewing Avaya Mentor videos Support Using the Avaya InSite Knowledge Base Glossary May 2017 Administering Avaya IP Office Contact Center IVR Editor 6

7 Chapter 1: Introduction Purpose This document describes how to use the Interactive Voice Response (IVR) module. This module is intended for administrators. For more information about IVR Editor scenarios and IVR script configuration, see Avaya IP Office Contact Center IVR Scenarios Task Based Guide. Note: The online help version of this document in the IP Office Contact Center build might not be the latest version. Obtain the final version from For information about finding documents, see Finding documents on the Avaya Support website on page 69. Change history The following table summarizes major changes in this document. Issue Release date Summary of changes Release 10.0, Issue 1 Release 10.1, Issue 1 November 2016 May 2017 Added new Introduction and Resources chapters. Added additional information about announcement text. Added a note in the Introduction chapter indicating that the latest version of this document is available at support.avaya.com/. Updated measurement unit information for WAV file formats. Added information about stored procedure calls in Database requirements on page 48. May 2017 Administering Avaya IP Office Contact Center IVR Editor 7

8 Chapter 2: Overview of Interactive Voice Response The Interactive Voice Response (IVR) ( ) module provides customer services, such as automatic announcements and Text To Speech (TTS). The IVR Editor includes the following: DTMF tone recognition for evaluating subscriber entries. 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 voice mails to an agent through . Read and write access to content stored in external databases. Script features, such as creating scripts, and adding or editing 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 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. May 2017 Administering Avaya IP Office Contact Center IVR Editor 8

9 Examples of IVR usage The following task flow displays how the system routes a call before transferring the caller to voice mail: 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 May 2017 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. May 2017 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. May 2017 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. May 2017 Administering Avaya IP Office Contact Center IVR Editor 12

13 Chapter 3: 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. 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. You can start a script inside another 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. May 2017 Administering Avaya IP Office Contact Center IVR Editor 13

14 IVR scripts and script elements You can use an automatic agent script to make, drop, or transfer calls, and to make consultation calls. 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 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. Table continues May 2017 Administering Avaya IP Office Contact Center IVR Editor 14

15 IVR script elements Icon Trace Logic Check Time Periods Define variable 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. 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. 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. 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. Table continues May 2017 Administering Avaya IP Office Contact Center IVR Editor 15

16 IVR scripts and script elements Icon Branch Wait Start script Start program 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. 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. 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. 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. May 2017 Administering Avaya IP Office Contact Center IVR Editor 16

17 IVR script elements Logic field descriptions Condition Error codes Button Operators Local variables Tags Displays the logic condition. Displays the list of error codes and numbers. The types of error codes are: Audio IVR Database The tool tip on the Error-exit connectors displays the error codes. 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 65 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. Table continues May 2017 Administering Avaya IP Office Contact Center IVR Editor 17

18 IVR scripts and script elements 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. You must create the variables in the correct format before you can use the variable in this element. New value Button Operators Local variables Tags 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. May 2017 Administering Avaya IP Office Contact Center IVR Editor 18

19 IVR script elements Start Program field descriptions Program Waiting for end of program Program output var Specifies the name of the program to be started with the parameters and the variables for the program. 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. 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: Return value var Button Browse Local variables Tags You need not this setting if the new program does not have any associated output, such as scripts. 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 Table continues May 2017 Administering Avaya IP Office Contact Center IVR Editor 19

20 IVR scripts and script elements Element the files. If you use a variable, you must ensure that the variable contains all required settings for the announcement. 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. Table continues May 2017 Administering Avaya IP Office Contact Center IVR Editor 20

21 IVR script elements Element Store a.wav file when: The maximum recording time elapses. 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 May 2017 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 Enables you to select 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. Note: The UNC path used for the announcement.wav files is in the Windows registry, under PathMsgsMnnouncements. For example: \\servername \\path_to_wav_file\file.wav 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. Table continues May 2017 Administering Avaya IP Office Contact Center IVR Editor 22

23 IVR script elements 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 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. Enables you to select 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. Note: The UNC path used for the announcement.wav files is in the Windows registry, under PathMsgsMnnouncements. For example: \\servername\\path_to_wav_file\file.wav 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. Table continues May 2017 Administering Avaya IP Office Contact Center IVR Editor 23

24 IVR scripts and script elements Button Delete Important: You can only add a digit if an exit connector is not assigned or linked to an element. Deletes the selected digit. Related links Speech variables for language on page 31 Important: You can only delete a digit if an exit connector is not assigned or linked to an element. 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 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. Table continues May 2017 Administering Avaya IP Office Contact Center IVR Editor 24

25 IVR script elements Invalid digits Max. input time (mm:ss) Button Browse Local variables Tags 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. Related links Speech variables for language on page 31 Announcement plus voice recognition field descriptions Text to speech Language Speed of speech Allowed Terms 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. 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. Table continues May 2017 Administering Avaya IP Office Contact Center IVR Editor 25

26 IVR scripts and script elements Result Variable Max. speech time (mm:ss) Button Browse Local variables Tags Add Delete Tip: 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. 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 31 Text to Speech field descriptions Text Language Speed of speech 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. 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. May 2017 Administering Avaya IP Office Contact Center IVR Editor 26

27 IVR script elements Button Browse Local variables Tags 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. Related links Speech variables for language on page 31 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. Table continues May 2017 Administering Avaya IP Office Contact Center IVR Editor 27

28 IVR scripts and script elements Button The options are: Record Voice Mail Plus DTMF field descriptions _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. 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) 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 Table continues May 2017 Administering Avaya IP Office Contact Center IVR Editor 28

29 IVR script elements Not interruptible Button Browse Local variables 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. 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 Specifies the address to which the system sends the file. You can enter an address or specify a variable with the address. May 2017 Administering Avaya IP Office Contact Center IVR Editor 29

30 IVR scripts and script elements Button Local variables Browse 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. _AuthPassword: Displays the SMTP password. You must create the variables in the correct format to use the variables in an element. 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 Button Browse Local variables 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. 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 May 2017 Administering Avaya IP Office Contact Center IVR Editor 30

31 IVR script elements 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 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 May 2017 Administering Avaya IP Office Contact Center IVR Editor 31

32 IVR scripts and script elements 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. The common exit connectors for the telephony elements are: Connector B T W I A 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 Table continues May 2017 Administering Avaya IP Office Contact Center IVR Editor 32

33 IVR script elements Connector P E 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 : Terminal unplugged with error number b: Destination cannot be reached with error number 6118 of telephony elements 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 Table continues May 2017 Administering Avaya IP Office Contact Center IVR Editor 33

34 IVR scripts and script elements Icon 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. 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: Telephone number of the caller. This information is not requested if the Call element dials the number. Telephone number of the called party. The information includes the CHAP port used by the IVR for incoming topic calls or the dialled extension for transferred calls. Note: Information provided varies depending on the PBX system and the type of IVR script, Announcement, or Greeting. Table continues May 2017 Administering Avaya IP Office Contact Center IVR Editor 34

35 IVR script elements Icon For all telephony elements, the type is task. 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 17 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 19 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 descriptions 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 31 Telephony elements on page 32 Call field descriptions on page 36 Send DTMF Tones field descriptions on page 37 Consultation field descriptions on page 39 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 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. May 2017 Administering Avaya IP Office Contact Center IVR Editor 35

36 IVR scripts and script elements 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 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 17 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 May 2017 Administering Avaya IP Office Contact Center IVR Editor 36

37 IVR script elements Start Script field descriptions on page 18 Start Program field descriptions on page 19 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 descriptions 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 31 Telephony elements on page 32 Call field descriptions on page 36 Send DTMF Tones field descriptions on page 37 Consultation field descriptions on page 39 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 (*) May 2017 Administering Avaya IP Office Contact Center IVR Editor 37

38 IVR scripts and script elements Button Local variables 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 17 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 19 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 descriptions 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 31 Telephony elements on page 32 Call field descriptions on page 36 Send DTMF Tones field descriptions on page 37 Consultation field descriptions on page 39 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 May 2017 Administering Avaya IP Office Contact Center IVR Editor 38

39 IVR script elements Database requirements on page 48 Consultation field descriptions The Consultation element is also known as Refer back element. 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) 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 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. 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 17 May 2017 Administering Avaya IP Office Contact Center IVR Editor 39

40 IVR scripts and script elements 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 19 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 descriptions 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 31 Telephony elements on page 32 Call field descriptions on page 36 Send DTMF Tones field descriptions on page 37 Consultation field descriptions on page 39 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 May 2017 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 17 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 19 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 descriptions 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 31 Telephony elements on page 32 Call field descriptions on page 36 Send DTMF Tones field descriptions on page 37 Consultation field descriptions on page 39 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 May 2017 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 May 2017 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 May 2017 Administering Avaya IP Office Contact Center IVR Editor 43