IVR - List of Activites and their description/common usage

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IVR - List of Activites and their description/common usage


Article ID: 51455 - Last Review: April 4, 2012

INFORMATION

In our IVR product, activities perform particular functions inside a call flow. You use activities to answer, transfer, or redirect calls, collect caller inputted digits, play recorded announcements and numerous other functions. When building your call flow, activities must be placed in the order of desired execution. The order of activities in the call flow largely depends on the function the call flow will perform. Here is a list of available activities in the toolbox for you to add to your call flows with a description and their common usage.

NOTE: Some Conditions and Actions from the following list will only be available in 6.0 Service Pack 1.


Conditions

Name

Icon

Description

Common Usage

ANI

Provides a condition in which to branch the call flow based off the caller phone number (ANI).

This value is stored within the $ANI system variable.

Identifying specific callers and playing custom messages.

Identifying supervisors from a list of allowed phone numbers or extensions for access to the management plan.

DNIS

Provides a condition in which to branch the call flow based off the caller dialed number (DNIS). This number is commonly a four to ten digit number representing the dialed number (For example, a caller dials 1-800-555-1234 and the DNIS is represented by '1234).

This value is stored within the $DNIS system variable.

Identifying the dialed number for a caller to play call flows specific to a specific business line or advertising campaign.

The DNIS condition allows a single call flow and port set to be used for multiple business lines, advertising campaigns, management plans, etc.

Compare Variables (Available in 6.0 Service Pack 1)

Provides a condition to perform branching based off a variable value.

Allows for equals, not equals, or contains.

Can be used to route a caller based off an expected value of a variable. Variables can also be compared together.

For example ($PriorityDepartments Contains $Department) where $Department could be "Management" and $PriorityDepartments could be "Management IT Executives". These values could be populated with the Query action or explicitly set using the Set Variables action.

Hunt Group

Provides a condition to perform branching based off the hunt group the caller has been directed towards.

This value is stored within the $HuntGroup system variable.

Primarily used with Dynamic RADs to use all RAD ports to play different messages based off the Hunt Group the caller was routed to.

Mode of Operation

Provides call flow branching based off the current mode of operation for this port or hunt group.

Commonly used when a call center is experiencing an outtage or adverse weather, then prompting the caller with different options (such as leaving a message).

Emergency mode is set through the Management plan.

Queue

Provides call flow branching based off real time queue statistics.

This information is provided by the prairieFyre Enterprise Server and is not collected directly from the Mitel controller.

Most commonly used to route callers to different queues based on statistics such as calls waiting, agents available, and longest waiting.

This also provides some basic load balancing functionality within the call flow, and callers can be presented with different messages, or transferred to different destinations during busy periods.

Redirect

Provides call flow branching based off a redirect value.

Redirects are achieved using Mitel controller HCIRedirect or Name Tag hunt groups.

Primarily used when DNIS values are not available or when re-routing calls within the Mitel controller back to IVR to perform different call flow functions.

Rules

Provides call flow branching based off a predefined set of conditions.

Allows for nesting of various conditions within a single activity. For example a rule could check a hunt group value, a queue condition, and a redirect. If all conditions match the caller would follow the success branch, otherwise the caller would be routed through the failure branch.

Can be used for conditional load balancing based off number dialed (standard customers dialing 1-800-555-1234 would not receive load balancing, however premier customers dialing 1-800-555-1222 would receive load balancing).

Schedule

Provides call flow branching based off time of day, day of week, specific calendar date, or holiday.

Most commonly used for dictating business hours and holiday closures, and prompting the caller that the contact center is currently closed, then routed to a voicemail box, or an after hours menu.


Actions

Name

Icon

Description

Common Usage

Answer

Prompts the dialed port to answer the call.

Most commonly the first action within a call flow this action instructs the port to answer the call. Until this action is evaluated the caller will continue to hear ring back tones.

Callback Request

Represents a callback plan to be presented to a caller.

Allows for callers to be routed into a portion of the callflow which prompts them to leave their contact number, preferred contact time (Optional), and a recorded message (Optional).

VWM Ships with three standard callback plans, Voice, Abandon, and Web. When using this action in a Voice callflow a Voice Callback plan is recommended.

Collect Digits

Prompts a caller to enter information through their dial pad.

Information collected can be stored in a custom variable, this information is also stored within the $LastCollectedDigits system variable. This system variable is overwritten by any subsequent Collect Digits action.

Most commonly used for prompting callers for information such as a membership ID, account number, or case number.

This information could then be used for database queries in the subsequent call flow and/or sent to the agent for informational and screen pop purposes.

E-Mail 

Allows IVR to send an E-Mail to a destination using the configured SMTP provider. Custom call flow variables and system variables can be used in all fields within the E-Mail action.

File attachments will be available in 6.0 Service Pack 1.

Commonly used in conjunction with the collect digits and query actions the E-Mail activity allows for automated E-Mailing of information such as account information, purchase orders, quotes, etc.

Delay (Available in 6.0 Service Pack 1)

Allows IVR to delay a call flow for a predetermined time period in seconds.

Usually used in conjunction with an Execute activity to allow for a third party application to process a command prior to continuing to another work flow step which requires that processing to be complete.\

Execute (Available in 6.0 Service Pack 1)

Allows for the execution of an executable, Microsoft CRM query, PowerShell Script, or Web Service then branch based off a returned result.

This action can be used to execute Web Calls or PowerShell scripts to perform administrative or data collection tasks. Information returned can be stored into custom variables for use within the call flow, and/or passed to agents for informational and screen pop purposes.

GoTo

Allows for the caller to be sent back through the work flow tree. This action can only be used to move callers up in an activity tree and cannot be used to send outside the tree hierarchy (laterally in the callflow, or a subsequent workflow step)

Most commonly used for digit collection when an invalid input is detected. A message is played, and the caller is returned to the Collect Digit action.

Hang Up

Prompts the current port to hang up.

While not mandatory within a call flow it is recommended to place a hang up as the last action within a call flow. If a caller has no workflow steps remaining the port will continue talking to the caller unless transferred to another destination.

RAD call flows require a hang up as the last action in the call flow.

Language

Changes the system language.

This value is stored within the $Language system variable. This value is overwritten with each subsequent Language action.

Primarily used to provide an identical call flow to customers in different languages. When the Language action is called and the language changed, all subsequent prompts will be played from the set Language.

For example, callers are prompted to select their language using the Menu action. The system language then changes from EN-US to FR-CA and all following messages are played from the FR-CA configured area of the prompt.

Management

Represents a management plan to be presented to the caller.

Allows for management tasks to be performed such as recording prompts, swapping prompts, or changing system mode.

VWM ships with a default management plan which can be assigned to this action. Custom management plans may also be created and assigned by building a Management callflow.

Menu

Prompts the caller with a message and handles routing based off caller input.

Caller input is stored within the $LastMenuCollectedDigits system variable. This variable is overwritten with each subsequent Menu action.

Used for main menus and providing callers with callflow routing based off their choice. The menu can be used to route based off single, multiple, or wildcard DTMF input.

For example a greeting is played prompting for the caller to press 1 for customer service or enter an extension. Using a four digit wildcard branch in conjunction with the Transfer action a caller could enter an extension for an agent to reach them directly as opposed to continuing the callflow.

Play

Plays a prompt or single wave file to a caller.

The duration of this prompt is stored within the $LastWavePlayedDuration system variable. This variable is overwritten with each subsequent Play action.

Allows IVR to play a message, specific wave file, or read back a variable contents to a caller.

Primarily used to play messages at specific points in a call flow, or read back caller entered information or information returned from the Query action.

Query

Allows IVR to read or write information through an SQL connection, Excel sheet, or through an ODBC connection.

The query result is stored within the $LastQueryResult system variable. This variable is overwritten with each subsequent Query action.

Commonly used for retrieving information from a database containing customer information. Used primarily in conjunction with the Collect Digits action.

The Query action exposes both read and write functionality. Multiple columns of information can be returned to custom variables using a single query.

Record Enables you to record a .WAV file. Is used to record custom .WAV files for prompts and instructions in your call flows.

Set Variables (Available in 6.0 Service Pack 1)

Allows the call flow to set variables to explicit values or to other variable values.

System variables cannot be changed.

Can be used to copy system variables into custom variables for manipulation within the call flow, or to explicitly set a variable within a work flow step.

Set Device Mode of Operation

Changes the mode of operation for a specified device from Normal to Emergency or vise versa.

Commonly used when setting a port or hunt group into emergency mode as opposed to the entire system.

This is used primarily when multiple call flows are in use and only one call flow is required to be in emergency.

Set System Mode of Operation

Changes the mode of operation for the entire site from Normal to Emergency or vise versa.

Used when setting the entire IVR system into emergency mode.

This is commonly used when a call center is required to close due to a natural disaster or adverse weather, and calls must be handled appropriately.

Subroutine

Represents a set of callflow steps that will be presented to a caller.

Subroutines are template sections of callflow to be used in multiple locations within a flow. Subroutines allow for presenting the same menu through different conditions but having a single point of administration. Changing the workflow steps once, as opposed to through multiple positions in the callflow.

Swap Prompt

Allows a prompt to be changed with another through the IVR system.

This action allows the system to change a prompt within the system dynamically.

For example, a caller is identified as a high priority customer - however they must follow the same callflow as a low priority customer, but you wish to change the welcome greeting for the next call flow step.

Make Call (Available in 6.0 Service Pack 1)

Prompts the current port to make an outbound call.

This action is only available within an Outbound callflow.
 
Primarily used to prompt the port to call a number based off a database dip, web service call, or Excel file, or to a queue, extension, or queue group.

Transfer

Transfers a caller to a specified destination.

Used to send callers to a queue, extension, queue group, call variable, or explicitly specified destination.



 



APPLIES TO

CCM/IVR 6.0 

Keywords: Activities toolbox VWM Visual Workflow Manager tools IVR VWM


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Last Modified:Monday, May 14, 2012
Last Modified By: amontpetit
Type: INFO
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