Zultys_Auto_Attendant

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Smarter Communications
1
4/8/2015
Auto Attendants
Auto Attendant
To
create menu based Auto Attendants you must use Zultys Auto
Attendants and create scripts for them to run.
Creating
an auto attendant is done by
Create a dial number and DID for it in the Phone Services
Create script(s) in Auto Attendant | Scripts
Create a schedule to run the script(s) for the auto attendant

Auto Attendants and Voicemail are separate entities in
the MX systems, they can not be combined (example:
having a menu in a personal mail box) there are ways to
forward between the 2 but are separated.
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Auto Attendants
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Phone Services
In
Configure | Phone
Services you give the AA a
name, assign an extension
and a DID.
There
can only be one AA
with no DID assigned to it.
This is the AA that will be
used when no match is
found for incoming DID’s or
no DID is presented to the
MX
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Scripts
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From
Auto Attendant |
Scripts you can create, edit
or remove existing scripts.
To edit a script either 2x
click on the script or right
mouse click and choose
Edit.
To create a new one click
on the new button, or right
mouse click and choose
New Project
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New Project
Once
you choose New
Project you will be
asked to give it a name.
In
practice this would
be something like Sales
Day or Sales Night
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The Screen Defined
The
AA Screen is
broken into 3 basic
parts
Prompts or greetings
Actions
Dialogs
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Input Source
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This
center section defines if
and where the inputs will come
from
User input via DTMF
A Variable
• Info collected and
stored from other
dialogs, or data sources
No Input at all
Record the input into the
CDR table.
• This is helpful if looking
to see how often a
particular option is
used, or running reports
on how the scripts are
being used
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Prompts
File
prompts are specified by
selecting a File Prompt Type in the
Type data entry field and the specific
file in the File field.
Local files and Text to Speech files can
be specified through a drop down menu or
by pressing the Select button located to
the right of the file field. You can also
create new Local or Text to Speech files by
pressing the New button.
System prompts are specified by
accessing the drop down menu on the file
field.
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Prompts
Internet
prompts are specified by entering a URL in the file field. If the internet
file has been placed into the MX internal memory within the time specified by
the Max Age parameter, that file will be used as the prompt; otherwise, the MX
will download the specified file from the internet.
Variable
prompts are specified by selecting the variable in the data field
directly below the Variable radio button. After selecting the variable, you can
determine how the variable contents will be spoken by selecting a Format;
available formats depend on the selected variable. Examples of format include
"AS_INTEGER" (variable is spoken as an integer number), "AS_DATE"
(variable is spoken as a calendar date), or "AS_SPELLING" (each letter of the
variable text is spoken). If REAL_TIME_TTS is selected, you must enter a
language in the Language field; this specifies the language in which the text will
be spoken.
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Review Document:
Greetings_for_AA.pdf
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Actions
For
each of the inputs you can
choose one of the following actions
Goto
Transfer
Transfer to Attendant
Transfer to VM
Dial by Name
Disconnect
Web Server Request
Assign to Variable
Change Language
Fax on Demand
Repeat Prompt
Wait for Input
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Adding User Input Options
User
inputs define the valid
responses to a prompt. When a
prompt presents a set of options to a
caller, it provides the numbers which,
when pressed, triggers specified
actions. Valid user inputs include:
digits and symbols: This input is any
combination of digits plus the * and #
symbol. Single symbol input typically
branches to other options, whereas
multiple symbol input usually refers to a
user extension. The ‘?’ symbol can be
used as a wild card, which is useful for
branching to multiple extensions.
no input: This condition is the case
where the caller does not respond to the
prompt within a specified time.
no match: This condition is the case
where the caller responds to the prompt,
but the prompt does not match one of the
other defined inputs.
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Adding Actions
Right
mouse click in
the actions panel and
choose add action
This will introduce a
new line, then click on
the ellipse button to
choose an action from
the list presented.
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Goto
The
Goto Action panel
is the Action Editor
panel that implements a
Goto Action. The Goto
Action panel displays a
data entry box that
specifies the dialog that
will receive control of
the script.
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Transfer
The
Transfer Action panel is the
Action Editor panel that implements a
Transfer Action. Transfer actions
transfer the caller to the extension or
phone number specified in the
Destination section. The extension or
phone number is may be listed
directly, derived from a previously
executed dialog, or passed as a
variable from a web script. This action
also offers routing and message
options if the transfer is not
successful. Figure 29-7 displays the
Action Editor with the Transfer action
selected in the Action List
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Transfer
Prompt
Options
In
addition to the greeting prompt that is available for all types of actions, you
can also choose a prompt that will be played if the system is unable to transfer
the caller. Select the On failure tab and press the Add button to select a WAV
file.
Before
transferring
This
field allows you to choose an audio introduction that is played before the
caller is transferred. The default setting for this option is configured in the Script
Properties window.
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Transfer
Destination
This field selects the destination to where the caller is transferred.
Extension or phone# routes the caller to the specified user.
Variable or dialog routes the user on the basis of the value of the specified script variable or
input passed from a previously executed dialog.
Call
Attached Fields
This
field specifies the name and value of Call Attached variables assigned to
the call before it is transferred to the specified destination. Press the Change
button to access the Attached Fields panel for selecting these variables.
When
ACD Queue Priority is selected, the call corresponding field determines
the initial queue position when the call is routed to its destination.
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Transfer
On
Failure
This
field determines the script behavior if the MX is unable to perform the
transfer.
Go to transfers the caller to the dialog that is specified in the accompanying entry box.
Disconnect terminates the call.
Transfer to Attendant sends the caller to the extension specified in the Script Properties
window.
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Transfer to Attendant
The
Transfer to Attendant Action
panel is the Action Editor panel that
implements a Transfer to Attendant
Action. Transfer to Attendant actions
transfer the caller to the attendant
extension designated by the Script
Properties panel.
Call Attached Fields: This field
specifies the name and value of Call
Attached variables assigned to the
call before it is transferred to the
specified destination. Press the
Change button to access the
Attached Fields panel for selecting
these variables.
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Leave Voicemail
The
Transfer to VM Action panel is
the Action Editor panel that
implements a Transfer to VM Action.
Transfer to VM actions transfer the
caller to a specified user’s voice mail
recorder. Figure 29-9 displays the
Action Editor with the Transfer to VM
action selected in the Action List.
Panel parameters specify the user
that will receive the voice message.
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Leave Voicemail
Destination
This field selects the destination to where the caller is transferred.
Extension or phone# routes the caller to the specified user.
Variable or dialog routes the caller based on the value of the specified script variable or the
input passed from a previously executed dialog.
On
Failure
This
field determines the script behavior if the MX is unable to perform the
transfer.
Go to transfers the caller to the dialog that is specified in the accompanying entry box.
Disconnect terminates the call.
Transfer to Attendant sends the caller to the extension specified in the Script Properties
window.
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The
Dial by Name Action panel is
the Action Editor panel that
implements a Dial by Name Action.
Dial by Name actions transfer the call
to the user that is requested by the
caller.
Dial By Name
Prompt
Options
In
addition to the greeting prompt
that is available for all types of
actions, you can also choose a
prompt that will be played when the
transfer takes place if the user name
cannot be found or if the system is
unable to transfer the caller. Select
the appropriate tab and press the add
button to select a WAV file.
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Dial By Name
Name
Lookup
This option determines the method of searching for the user.
When Search by first name is selected, the auto attendant prompts the caller to enter the first
three letters of the user’s first name.
When Search by last name is selected, the auto attendant prompts the caller to enter the first
three letters of the user’s last name.
When Ask caller is selected, the auto attendant asks the caller to choose between a first name
search and a last name search.
Number
of times a caller can begin new search
This
option determines the number of unsuccessful searches that the system
will perform. After performing these searches, the system will either go to
another dialog, disconnect the call, or call the attendant defined on the Script
Properties window.
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Dial By Name
Before
transferring
This
option allows you to choose an audio introduction that is played before
the caller is transferred. This introduction is played after the On Transfer
prompt (selected at the top of this window). The default setting for this option is
configured in the Script Properties window.
Speak
the Names of People Found by the Search
If
this option is selected, the auto attendant plays the names of users that
meet the search criteria and have configured their recorded name when setting
up their mail box. The auto attendant plays these recorded names after a
successful search and before the On Transfer prompt.
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Dial By Name
On
Failure to Transfer
This
field determines the script behavior if the auto attendant is unable to
perform the transfer.
Go to transfers the caller to the dialog that is specified in the accompanying entry box.
Disconnect terminates the call.
Transfer to Attendant sends the caller to the extension specified in the Script Properties
window.
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Disconnect
The
Disconnect Action panel is the
Action Editor panel that implements a
Disconnect Action. Disconnect
actions terminates calls that are
connected to the auto attendant. The
only configurable component on the
Disconnect Action panel is the
message prompt selection list at the
top of the panel.
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Web Server Request
The
Web Server Request Action
panel is the Action Editor panel that
implements a Web Server Request
Action. Web Server Request actions
executes a web script located on a
specified web server. Parameter
values are passed from the web script
to the AA script for use in the dialog.
The Web Server Request Action
panel includes three subpanels:
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Web Server Request
Request
Panel
The
Request panel, specifies the web server that executes the web script and
the parameter values that the action passes to the web script.
Request panel parameters include:
URL:
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The URL data field lists the name and location of the web script.
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Web Server Request
Script
Parameter Table: This list identifies the parameters passed by the MX
to the web script. Each row corresponds to one web script parameter. Table
fields include:
Script Parameter: This column lists the names of the parameters that are passed to the web
script. These names must match the parameter names defined in the web script.
Variable: When this field is marked, the value of the Variable Name or Value field is a variable.
When this field is not marked, the value of the Variable Name or Value is a constant value that is
passed directly to the web script.
Variable Name or Value: This field specifies the value of the parameter passed to the web
script.
Fetch
Timeout: This field specifies the period that the dialog waits for a
response from the web script. The action transfers to the dialog specified for
failure conditions if a response from the web script is not received.
Use
Post Method: When this field is selected, the MX encrypts the variable
values that are sent to the web server.
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Web Server Request
Response
Panel
The
Response panel, as shown in figure 29-12, displays the parameter
values passed from the web script to the AA dialog action. Each line in the
table specifies one parameter.
Table parameters include:
Script parameter: This column lists the names of web script parameters. The value of these
parameters are passed from the web script to the AA dialog action. These names must match
the parameter names defined in the web script.
Variable name: This column lists the AA action variable to which the web script parameter is
passed.
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Web Server Request
Script
Panel
The
Script panel, displays the parameter values passed from the web script to
the AA dialog action, provides a tool for creating a web script file template,
which can be edited to create the web script.
Table parameters include:
Script Type: This parameter specifies the scripting language used for creating the template.
Save generated script as: This parameter specifies the name and network location where the
MX stores the template. Press the browse button to view your file structure and enter a location
through a point and click operation with the mouse.
After
Execution Go To parameter specifies the next dialog that the script
executes if the web script runs successfully and all response parameter
settings are valid.
On Failure Go To parameter specifies the next dialog that the script executes
if the web script does not run successfully or if all response parameter settings
are not valid.
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Assign Variable
The
Assign to Variable Action panel
is the Action Editor panel that
implements a Assign to Variable
Action. Assign by Variable actions
assign values to Auto Attendant script
variables, which are then passed to
the web script or used in the AA
script.
Each row specifies a Script
Variable. The following columns
define the adjustment made to the
variable by this action:
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Assign Variable
Assign
to Variable specifies the name of the variable, as defined by the
Variable Definition Table. A drop down menu lists the available variable names.
Variable
specifies the type of value that is assigned to the variable by this
action. When this field is marked, the value of the Variable Name or Value field
is a system variable or a value passed by a previously executed dialog. When
this field is not marked, the value of the Variable Name or Value is a constant
value that is passed directly to the web script.
Variable
Name or Value specifies the new value of the variable.
The
Go To field specifies the dialog that receives control of the script after the
variables settings are changed.
The On failure field specifies the dialog that receives control of the script if the
variable settings cannot be changed.
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Change Language
The
Change Language Action panel
is the Action Editor panel that
implements a Change Language
Action. Change Language actions
specify the language spoken by the
auto attendant. The set of available
languages depend on the Language
Packs previously installed on your
system .
Change Language action panel
parameters include:
Language: This field specifies the
language that is spoken by the auto
attendant after this action is executed.
then Go to: This field specifies the dialog
that receives control of the script after the
language setting is changed.
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Fax On Demand
The
Fax on Demand Action panel is
the Action Editor panel that
implements a Fax on Demand Action.
Fax on Demand sends a specified
graphics file as a fax transmission to
one or more listed extensions, phone
numbers, or addresses
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Fax On Demand
Fax
File Location
You
can designate any tif file accessible to your MX as a fax. This section of
the panel specifies the location of the tif file sent by this action:
URL routes the caller to the specified user.
Variable routes the caller based on the value of the specified script variable or the input passed
from a previously executed dialog.
Fetch
Timeout field specifies the period that the dialog waits for the specified
destination to make the tif file available. The action transfers to the dialog
specified for the failure condition if the tif file is not available within this period.
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Fax On Demand
Send
to
This
table lists the recipients of the fax. Each line in the table specifies the
phone number or address of one recipient. Table parameters include:
Variable specifies the type of value that specifies the phone number or IP address. When this
field is marked, the recipient destination value is a variable. When this field is not marked, the
recipient destination value is fixed.
Value specifies the recipient destination.
After
Execution Go To
This parameter specifies the next dialog that the script executes if the action
successfully sends the fax message.
On
Failure Go To
This parameter specifies the next dialog that the script is unable to send the
fax because the tif file did not become available before expire of the Fetch
Timeout.
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Repeat Prompt
The
Repeat Prompt Action panel is
the Action Editor panel that
implements a Repeat Prompt Action.
Repeat Prompt actions repeat the
dialog prompt and wait for caller
input. The only configurable
component on the Repeat Prompt
action panel is the message prompt
selection list at the top of the panel.
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Wait for Input
The
Wait for Input Action panel is
the Action Editor panel that
implements a Wait for Input Action.
Wait for Input actions wait a specified
period for further caller input. The
only configurable component on the
Repeat Prompt action panel is the
message prompt selection list at the
top of the panel.
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Putting it all
together
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Example: Create Auto Attendant
(day)
Options
are
1 Sales Group
2 Service Group
5xxx Dial Extensions
9 Dial By Name
* Hidden option for checking voicemail
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Add Dialog
Add
a new dialog to
accommodate any
errors the user may
make.
Call
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Add Prompt
Upload
or create a Text to
speech greeting. To serve as
greetings and instructions.
Files
are located with this
training material.
Click
on the Add button. Choose
Local File, click New Select file
and add the file.
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Add Action for Digit 1 (sales)
Add
a new action with the action
of Transfer. In the extension box
enter 5011 (the Sales ACD
Group) for the digit 1
If
you do not have an extension
5011 then use any extension in
your range
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Add Action for Digit 2 (service)
Add
a new action with the action
of Transfer. In the extension box
enter 5010 (the Service ACD
Group) for the digit 2.
If
you do not have an extension
5010 then use any extension in
your range.
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Add Action for all Extensions
Add
a new action with the action
of Transfer. In the Variable or
Dialog box enter Root_dialog.
This
is the way you tell the
system to use digits collected
from the Root Dialog (5???)
On
Failure choose the option to
Go To and select the unused
dialog error
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Add Action for 9 (dial by name)
Add
new action for digit 9,
choosing the action of Dial by
Name.
Choose
your options for name
look up, number of entries, and
transferring options.
No
prompt is needed the system
has built in prompts that play
automatically for the Dial by
Name service.
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Hidden option for checking
voicemail (*86)
Here
we will transfer
from the digits collected
from the root dialog
again, but with no error
capture.
Limiting
it to *86
forces the system to
only accept this service
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Complete Basic Script (Root
Dialog)
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Error dialog
Load
the error prompt.
Choose
No Input, this will not
accept any input from the
operator.
At
end of prompt forward to the
root dialog.
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Basic Script, Needs Error Traps
This
is a basic script but needs
to have some error traps added.
No Input trap
No Match trap
Create
a new dialog call it
disconnect
Load the same error prompt
Choose action of disconnect,
this will make sure that
disconnected calls are
disconnected
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Final Script
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Save and Upload
Click
save, if no errors are in the
script then the files will be
converted and uploaded to MX.
If
there are errors they will be
listed at the bottom of the screen.
Once
uploaded test the script by
dialing the internal extension of
the auto attendant.
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Script Files
Complete
scripts can be backed
up and exported.
All
script files are included with
this course.
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LAB: Create Auto Attendant (night)
This is the second half of the script we
built earlier. This is what would happen at
night.

Options are
•
•
•
•
•
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1 Sales Voicemail Box
2 Service Voicemail Box
5xxx Dial Extensions
9 Dial By Name
* Hidden option for checking voicemail
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