Field and Filled Elements

Use

The element field enables the caller to enter digits. With the filled element the IVR can check if the fields are filled successfully, and also check if the record element succeeded in recording.

Field

The element field defines a variable within the scope specified by its parent element. Only the DTMF digits 0 to 9 and * can be used, the # digit is reserved for terminating the feed.

The field element can be nested in the following parent elements: form.

It can have the following child elements: audio, filled, log, noinput, nomatch, prompt.

Attributes for field Element

Description

Identifier

Mandatory. Enter a short descriptive name. Use letters a-z, A-Z, numbers, and underscore (_), only. After the element is saved with Apply, the name appears in the ID column, and with the prefix field: in the Required Fields drop-down list of the filled elements of the same scope.

Condition

Define the condition with a Python statement using one of the following options:

  • Use a ready-made condition:

    1. Select the condition from the drop-down list, they are indicated with Condition:.

    2. Select x (and y) from the drop-down list, or write the value, variable or Python statement.

    3. Click OK.

  • Choose a query, status, variable or other statement from the drop-down list, and complete the Python statement. For example, to make a condition that A-number must be 12345, choose {ANUMBER} from the list, and complete the sentence with == '12345'.

  • Enter the whole statement in Python code.

Attributes specific to Sinch Contact Center

Description

Enter a description of your element; what is it planned for, its requirements and limitations.

Minimum Number of Digits

Enter the minimum number of digits that can be entered in this field.

Maximum Number of Digits

Enter the maximum number of digits that can be entered in this field.

Valid Range

Enter the range of digits that the caller can enter in the field, for example 1–5.

Repeats

Define how many times the caller is given possibility to enter digits, that is, the audio is played, and the Timeout is waited. After set number of repeats, the call goes to the next element if nothing else is defined.

Timeout

To define how long time the response is waited for after playing the audio, set the number of seconds or milliseconds.

Interrupt Audio with DTMF Input

Define if the audio file in this field is played entirely, or will entering digits interrupt it.

  • Never: Audio file is always played entirely.

  • When All or Terminating Digit Entered: Playing is interrupted when the maximum number of digits or # is entered.

  • When First DTMF Entered: Playing is interrupted when the first digit is entered.

Expression for Question in Reporting

Use in survey IVRs only: Enter the text of the question that is played as a prompt in an audio element in this same field. The text is displayed in Reporting and Online Monitoring as a question for a survey IVR. Added in SP04.

Calculate Average

Use in survey IVRs only: Choose if the average of all answers is calculated in Reporting and Online Monitoring. Added in SP04.

Filled

The filled element checks if the customer input in the field and record elements was successful. It has two versions: in the form element, it evaluates all field elements in that form. In the field or record elements, it simply checks the element it is nested in, and in that form there are no other attributes but Description. The filled element only checks if the input exists; to further examine the input information, you can add other elements, such as if or transfer.

The filled element can be nested in parent elements: form, field, record,

It can have the following child elements: assign, audio, callout, clear, disconnect, exit, goto, if, log, prompt, setlanguage, setpriority, setskills, var.

Attributes for filled Element

Description

Validation Mode*

Choose if all fields defined as Required Fields must have input, or just any of them.

Required Fields*

Choose from the list the field elements that you want to include in validation. Add each field to the list with the plus (+) button.

To remove a field from the list, choose the one and remove it with the minus (-) button.

Description

Enter a description of your element; what is it planned for, its requirements and limitations. Specific to Sinch Contact Center .

*) The attributes Validation Mode and Required Fields are visible only when the filled element is placed in a form element.

Example

To ask the caller to leave a message and ask for two different inputs, and then check if those where successful, make the following steps.

You must have an appropriate audio files; to bring them in the system, define them first as a prompt files, and then make a new prompts in Queue Management.

  • Add the form element with appropriate identifier.

    • Add the record element in the form element, and define at least its identifier, for example MyRecord.

      • Add the audio element that prompts the caller to leave a message, and choose the prompt to be played.

      • Add the filled element. This checks if the recording was done.

    • Add thefield where caller can enter the digits for the first input.

      • Add the audio element that prompts the caller enter first input; choose the prompt to be played.

    • Add thefield where caller can enter the digits for the second input.

      • Add the audio element that prompts the caller enter second input, and choose the prompt to be played.

    • Add the filled element in the form element, and enter both field elements to the field Required Fields. This element checks if the two inputs were done.