Example: Creating a New IVR

Use

In this example, we create a simple IVR, it enables transferring a call in one of the two queues according the caller’s choice.

Prerequisites

  • You must have rights to modify custom IVRs.

  • You must have the two queue numbers available, in our example they are 600 and 601. To view and manage queues, go to Queue Management > Queues.

  • You must have an appropriate audio prompt. You can create prompts, in Queue Management > Prompts.

Procedure

Planning

Plan carefully the steps you need in you IVR and with which elements they are carried out.

Entering Elements and Attributes

  1. On the System Configurator main screen, choose IVR Management > Custom IVRs.

  2. Click Add New, and enter the application name.

  3. To open the IVR Editor view, click Add New in the IVR Application Versions view.

  4. To create the first step of an IVR:

    • Right-click the icon IVR Start.

    • Choose Add New > Child Element and one of the elements available. We start with var, variable that defines the queue number.

    • Choose the var element and enter the queue_number to the Name field.

  5. To create the next step, right-click the icon IVR Start and choose Add New > Child Element and menu. To define contents of menu, right-click the element’s row and choose Add New > Child Element and add audio, two choices, nomatch and noinput in the same way.

  6. To edit menu and its child elements’ attributes, choose the element on the left side, and attributes on the right side. Save each element’s attributes before you move to the next element. Only the attributes required in this example are listed below.

    Elements in menu

    Attribute

    Value

    menu

    Identifier

    Enter the identifier, for example main_menu. Id is used as a jump address, see goto below.

    audio

    Prompt

    Choose the prompt to be played from the list.

    1st choice

    DTMF

    Enter 1.

    Target Element

    Enter transfer_to_queue. Make sure you define the element with that ID, see 1st form below.

    2nd choice

    DTMF

    Enter 2.

    Target Element

    Enter transfer_to_queue.

    nomatch

    Instead of defining attributes we add a child element goto.

    -

    goto

    Target Element

    Choose main_menu from the list.

    noinput

    Instead of defining attributes we add a child element exit.

    -

    exit

    -

    -

  7. Add in the similar way a form element. In this form we define in which number the call is transferred to after each choice. To add more choices, add more block steps in the similar way. Add the following elements to the form and define their attributes. Only the attributes required in this example are listed below.

    Elements in form that Defines Queue Numbers

    Attribute

    Value

    form

    Identifier

    Enter transfer_to_queue. Id is used as a jump address, see menu above.

    block

    Condition: Define condition when the 1st choice is true.

    • Choose from the list main_menu.

    • Enter: = 1

    assign

    Target Variable

    Choose the variable to be the target of the call that fulfills the preceding condition var: queue_number.

    Expression

    Enter the queue number, for example 601.

    block

    Condition: Define condition when the 2nd choice is true.

    • Choose from the list main_menu.

    • Enter: = 2

    assign

    Target Variable

    Choose the variable to be the target of the call that fulfills the preceding condition var: queue_number.

    Expression

    Enter the queue number, for example 602.

  8. Add in the similar way another form element. This form carries out the actual transfer. Even if you added more choices in menu, and defined more blocks for their queue numbers as above, this form is general and transfers calls to all definitions of queue_number variable. Only the attributes required in this example are listed below.

    Element

    Attribute

    Value

    Final form

    Identifier

    Enter perform_transfer.

    transfer

    Destination Expression

    1. Choose Expression: String value of x. The dialog window opens.

    2. Choose forx the variable queue_number.

    3. Click Save.

    The text str(queue_number) appears in the Target field.

  9. To save the application version, click Save in upper left corner of the view.

  10. To take the IVR into use, activate one of the versions, define a number and activate, see Managing IVR Applications.