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Scripting Example - Step 5 Advanced Configuration & Routing

In the <Make Call 1> configuration screen, enter some text into the TTS text box e.g. "Transferring you to Sales". Then in the 'Number to Dial' text box enter the extension number of the Sales department.

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Do the same for <Make Call 2> to transfer the caller to the Accounts Department.

With the <Ask Number 1> Step on the 'Ask Number Settings' tab of the configuration screen enter text to be spoken into the TTS text box e.g. “Please enter your Invoice number followed by the hash key."

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In the Maximum text box enter the number of digits in the invoice, let’s say 8. In the Terminating DTMF drop down box select 'Hash' and in the 'Number of replay if no response' text box enter 3. This will validate that the caller inputs 8 digits followed by the hash key and give the caller three attempts to get it right.

On the Ask Number Error Settings tab enter some text to speak if the caller enters an incorrect number of digits.

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You will notice that the configuration screen has a Variables tab with a text box called 'Number Entered' and a variable name in the text box of 'n_AskNumber1'.

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Now create two more steps another Make Call Step and another Ask Number Step, in the transitions list of <Ask Number 1> assign <Make Call 3> to the 'Fail' and 'Timeout' transitions and <Ask Number 2> to the 'Success' transition. Configure the <Make Call 3> Step with appropriate settings.

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In the <Ask Number 2> Step we want to ask the caller for their 16 digit Credit Card Number. This is configured very similarly to the <Ask Number 1> Step.

Create another Ask Number step which we will use to ask the caller for the 4 digit credit card expiry date.

Now one more Ask Number step to ask the caller the amount of the payment they wish to make – be sure to instruct the caller to enter the amount as digits only e.g.: $123 is simply entered as 123.

The 'Fail' and 'Timeout' transitions of <Ask Number 2>, <Ask Number 3> and <Ask Number 4> can all be assigned to the <Make Call 3> Step as in <Ask Number 1> Step.

Now create an Email Step and transition <Ask Number 4> 'Success' to this. The following is an example of how <Send Email 1> could be configured and uses the information collected from the caller:

 

Sender:                 Sales@abcsales.com
Sender Name:       Sales
Receiver:  accounts@abcsales.com
Subject:     payment received
Message: 

 

The following payment has been received for Invoice Number ${n_AskNumber1} on credit card number ${n_AskNumber2} with expiry date ${n_AskNumber3} for the amount of ${n_AskNumber4}, please process immediately.

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Be sure to fill in the 'Server Settings' tab correctly with the SMTP details.

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This is roughly how your script designer should look right now.

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The above example demonstrates some of the CyLive Designer scripting capabilities, there is of course many more, some of which may require training and/or database knowledge.

 

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