Example: Creating a New IVR

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 .

   • 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 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	Choose Expression: String value of x. The dialog window opens. Choose forx the variable queue_number. 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 use the IVR, activate one of the versions, define a number and activate, see Managing IVR Applications.