IVR - How to use Rules and Variables

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IVR - How to use Rules and Variables


Article ID: 51481 - Last Review: , April 16th, 2012

INFORMATION

Configuring Rules and Variables

Rules are call conditions that are evaluated at runtime of the call flow. When an incoming call enters the call flow, call routing decisions are made based on preset rules. For example, an incoming customer call reaches the telephone system and is entered into the call flow. The rules associated with the call flow are evaluated, and a call routing decision is made based on selected routing conditions, such as ANI, DNIS, Queue Conditions, Schedule or a combination of these.


Adding rules


To add a rule
1. In the left pane, click Visual Workflow Manager.
2. Click Rules.
3. Click Add.
4. Select either Voice or RAD from the rules drop down list.
The rule is added to the list of rules.
5. After Name, enter name for the rule.
NOTE: The Expression field is automatically populated when routing rules have been configured. See
"Adding routing conditions to rules".


Adding routing conditions to rules

To add a routing condition to a rule
1. Select the rule you want to add routing conditions to from the Rules list.
2. Under Routing Rules, click Add.
3. Under Type, click the down arrow and select one of the routing rule types.

  • ANI
  • Redirect
  • Schedule
  • Queue
  • Emergency
  • Hunt Group
4. Under Value, click ....
The routing rule type dialog box opens.
5. To add a value, click Add and enter a value for the routing rule.
6. To import a set of rules from Excel in .csv format, click Import and click Import from file.
NOTE: Schedule and Emergency rules are not currently supported for import.
7. To export to a set of rules in .csv format, click Export, browse to the save destination and click Save.
NOTE: Schedule and Emergency rules are not currently supported for export.
8. Under Utilities, after Test, enter a value to confirm the value will be affected by the routing rule.
9. Click OK.
The value is added to the Routing Rules.
10. Under Operator, click the arrow and either the And or Or condition for the routing rule.
11. On the ribbon, click Save.


Adding variables to rules

To add a variable to a rule
1. Select the rule you want to add a variable to from the Rules list.
2. Under Variables, click Add.
3. Under Name, click the ellipsis.
The Select a variable window opens.
4. Select a variable to add to the rule from the variables list and click OK.
The variable is shown under Name in the Variables pane.
5. If the variable added requires an action, under Action, click the ellipsis.
The Select Extension window opens.
6. Select the extension and click OK.
7. On the ribbon, click Save.


Deleting rules

To delete a rule
1. Select the rule you want to delete from the rules list.
2. Click Delete.
The Delete these elements dialog box opens.
3. Click OK.
4. On the ribbon, click Save.


Rules are useful for nesting multiple conditions within a single activity and can efficiently simplify callflow programming.

For example, A rule could check a DNIS value, a Schedule condition, and a Queue condition. If all conditions are TRUE (match), the caller follows the SUCCESS branch; otherwise the caller would follow the FALSE (No Match) condition.

AND/OR logical operators are used to nest the conditions into one Rule. 


Variables

A variable can be assigned a value to be used within the call flow.

System variables cannot be changed.

Custom variables can be created.




EXAMPLE

Site has a French (M-F, 9-5) and English Queue (24 hr).  Callers will be filtered by Area code via ANI.
Business Hours are M-F 9-5. Route all other callers to main English Queue. 
We will create 2 rules to filter by area code (ANI), and check a Schedule condition for M-F 9-5. Route all other callers to main 24 hour English Queue.
A custom variable with type “Queue” is configured and depending on which rule is satisfied, will be assigned the value of the path to transfer to.

1. Create the Variable to be assigned the queue value. In this example, we will be passing  the queue to transfer to based on which rule is match and assign to the variable.

 


2. Create the Rules and assign the value to be passed to the variable.
I.e. If English rule is matched - assign the English Queue path value to the variable and same for French Rule. 




3. In the Call Flow, drag the RULE widget to the Designer work area.

4. Expand the Rule:
• Success Branch: Assign TRANSFER activity and set the destination to the Custom Variable.
• No Match: Assign an activity for No Match scenario. I.e. TRANSFER to extension, queue, voicemail  or PLAY activity etc.






APPLIES TO

IVR / VWM 6.0 

Keywords: IVR VWM Configuration Rules Variables HOWTO



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Details
Last Modified:Tuesday, May 08, 2012
Last Modified By: kmiddlemiss
Type: HOWTO
Article not rated yet.
Article has been viewed 14,183 times.
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