IVR Administration Guide

BUSINESS COMMUNICATIONS MANAGEMENT

IVR ADMINISTRATORADMINISTRATION GUIDE

SOFTWARE VERSION 6.0

DOCUMENT VERSION 1.0 (6.11.2008)

COPYRIGHT

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ADMINISTRATION GUIDE TABLE OF CONTENTS

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TABLE OF CONTENTS1. Introduction ....................................................................................................................................................... 1

1.1. Installing IVR Administrator................................................................................................... 21.2. Removing IVR Administrator ................................................................................................. 2

2. User Interface .................................................................................................................................................... 3

2.1. Menu Bar ................................................................................................................................. 32.2. State Button Bar....................................................................................................................... 42.3. Power Point Button.................................................................................................................. 52.4. State List .................................................................................................................................. 52.5. Status Bar................................................................................................................................. 5

3. Creating and Modifying IVR Applications..................................................................................................... 7

3.1. Prerequisites ............................................................................................................................ 73.2. Starting IVR Administrator ..................................................................................................... 93.3. Editing IVR Applications ........................................................................................................ 9

3.3.1. Selecting Customer ................................................................................................... 103.3.2. Selecting application ................................................................................................. 10

3.3.2.1. Adding applications ...................................................................................... 103.3.2.2. Editing Application Settings......................................................................... 113.3.2.3. Deleting applications .................................................................................... 15

3.4. Defining states ....................................................................................................................... 153.4.1. Inserting, Importing, Modifying and Deleting States ............................................... 153.4.2. PLAY State................................................................................................................ 16

3.4.2.1. PLAY properties ........................................................................................... 173.4.3. MENU State .............................................................................................................. 23

3.4.3.1. MENU properties ......................................................................................... 243.4.4. GETDIGITS State..................................................................................................... 26

3.4.4.1. GETDIGITS properties ................................................................................ 263.4.5. RECORD State.......................................................................................................... 29

3.4.5.1. RECORD properties ..................................................................................... 293.4.6. FORWARD State ...................................................................................................... 33

3.4.6.1. FORWARD properties .................................................................................. 343.4.7. CALLOUT State ....................................................................................................... 35

3.4.7.1. CALLOUT properties................................................................................... 35

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3.4.8. QUEUE State ............................................................................................................ 383.4.8.1. QUEUE properties ....................................................................................... 38

3.4.9. ANUMBERS State ................................................................................................... 393.4.9.1. ANUMBERS Properties............................................................................... 40

3.4.10. DATACHECK State................................................................................................ 423.4.10.1. DATACHECK Properties........................................................................... 42

3.4.11. EXTERNALDATA State ........................................................................................ 453.4.11.1. EXTERNALDATA properties.................................................................... 46

3.4.12. DATASEARCH State ............................................................................................. 483.4.12.1. DATASEARCH properties......................................................................... 48

3.4.13. DATAWRITE State................................................................................................. 583.4.13.1. DATAWRITE properties ............................................................................ 59

3.4.14. SOAP State ............................................................................................................. 763.4.14.1. SOAP properties........................................................................................ 76

3.4.15. SCHEDULES State ................................................................................................ 793.4.15.1. SCHEDULES Properties............................................................................ 80

3.4.16. CUSTOM State....................................................................................................... 833.4.16.1. CUSTOM properties .................................................................................. 83

3.5. Printing current open IVR application data to file ................................................................ 863.6. Implementation of the IVR application................................................................................. 88

3.6.1. Verifying IVR application......................................................................................... 883.6.2. Activating IVR application....................................................................................... 88

3.6.2.1. Activation prerequisites................................................................................ 893.6.2.2. Application activation process tasks ............................................................ 893.6.2.3. Performing activation process ...................................................................... 89

3.6.3. Preparing the activated IVR application for production.......................................... 913.6.4. Testing IVR application ............................................................................................ 91

4. Glossary............................................................................................................................................................ 93

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ADMINISTRATION GUIDE1. INTRODUCTION

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1. INTRODUCTIONSAP Business Communications Management IVR Administrator application is used for creating and maintaining Interactive Voice Response (IVR) applications that are used with other functions of the system. The simplest IVR application plays a message only, others can prompt the caller to select a service by pressing a definite number.

Some of the functions described in this guide may not be implemented in your system, or you may not have permission to use some of them. Furthermore, your system may include separately implemented customer-specific features that this guide does not cover. Contact the supplier or administrator for further information.

CAUTION: The software users (service providers and end-users) are fully responsible of making sure that the services provided using this software do not violate or are not used against local legislation. The software users must acknowledge that the software collects identification data for enabling the services and their invoicing, security and troubleshooting, protecting the services against misuse and misappropriation, and further improvement of the software and services, and assume the full responsibility of the use of the collected data.

Conventions

CAUTION: This is an important caution.

NOTE: This is a necessary note.

HINT: This is a helpful hint.

ITEM MARKING EXAMPLEProper nouns Italic Microsoft Windows Various user interface items (such as buttons, menus, submenus, dialog windows, tabs, and sheets)

Italic Click the Update button.

Select Start > Programs > Internet Explorer.Paths and directories Italic By default the file is located in the following

directory: C:\Documents.Values and variables Italic Replace the xyz value with the 123 value.Code examples Courier font run if xyz = 123

Some functions Bold You can use the Find and replace function for searching items.

Terminology Bold italic By default clicking refers to the left mouse button.

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ADMINISTRATION GUIDE1.1. INSTALLING IVR ADMINISTRATOR

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1.1. INSTALLING IVR ADMINISTRATOR

Install the IVR Administrator in your system with the Virtual Unit Administrator (VUA) tool. Installation adds the IVR Administrator software to the list of programs and makes a short-cut on the desktop.

1.2. REMOVING IVR ADMINISTRATOR1. Click the Start button of your operating system window.2. Select the Control Panel > Add/Remove Programs menu options.3. Select the IVR Administrator from the list.4. Click the Remove button and follow the instructions.

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ADMINISTRATION GUIDE2. USER INTERFACE

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2. USER INTERFACEThe user interface has the following parts:

1. Menu Bar (page 3)2. State Button Bar (page 4)3. Power Point Button (page 5)4. State List (page 5)5. Status Bar (page 5)

2.1. MENU BAR

The menu bar is enabled when an IVR application has been opened. The following menu functions are available:

File Open => Open a window for selecting the customer and application.Import => Import all data from another local IVR application to the current IVR application. This option is available only as long as the current application is empty.Verify => Verify all the states of the current open IVR application.Activate… => Verify and activate the current open IVR application to production.Print to file… => Print the current open IVR application information and states to an Excel sheet (tab delimited text file).Exit = Close the IVR Administrator software.

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ADMINISTRATION GUIDE2.2. STATE BUTTON BAR

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Edit Insert new state => Open a new state window with default settings for a selected state-type. This does not affect to the local database until saved.Modify state => Open a state window with the current existing state-type settings.Remove => Affects immediately to the local database.

Selected state(s) => Remove the states selected from state list. All states => Remove all IVR application states.

Tools Options

Use confirmations => Define if you use confirmations, like confirming state deleting.Use picture colors => Define if you use colors if Power Point presentations.

Insert procedure Record prompt files => Add default states for recording prompt files. This affects immediately to the current local database.Validate user => Add default states for validating user (check user ID, password and permission to the current open IVR application). This affects immediately to the current local database.Validate Voicemail mailbox => Add default states for validating Voicemail mailbox (check the Voicemail mailbox number, user password and Voicemail mailbox permissions to any Voicemail mailbox group). This affects immediately to the current local database. NOTE: This menu item is available only when the IVR application type is VOICEMAIL.

Create PowerPoint-picture => Create a new Power Point presentation of the current open IVR application.

Help Help topics => Opens the link list to the available administration guides. They are delivered in the PDF format.About => Displays the name and version number of the application.

2.2. STATE BUTTON BAR

Direct buttons for opening a new state window with default settings, same as the menu function Edit - Insert new state. The buttons are enabled when there is an IVR application currently opened.

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ADMINISTRATION GUIDE2.3. POWER POINT BUTTON

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2.3. POWER POINT BUTTON

Direct button for creating the Power Point picture of the currently open IVR application, the function is the same as in the menu options Tools - Create PowerPoint-picture.

2.4. STATE LIST

When an IVR application is opened, all states can be viewed in the state list. Every state can be selected by clicking the state row.

The values in the columns State, Type, Description, Next state and Other state are defined in the state window. Double-clicking a state row opens the corresponding state window for editing the state settings.

2.5. STATUS BAR

The status bar displays the current selection, status of current program task with progress bar or text and so on.

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ADMINISTRATION GUIDE2.5. STATUS BAR

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ADMINISTRATION GUIDE3. CREATING AND MODIFYING IVR APPLICATIONS

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3. CREATING AND MODIFYING IVR APPLICATIONS3.1. Prerequisites (page 7)3.2. Starting IVR Administrator (page 9)3.3. Editing IVR Applications (page 9)3.4. Defining states (page 15)3.5. Printing current open IVR application data to file (page 86)3.6. Implementation of the IVR application (page 88)

3.1. PREREQUISITES

IVR planning

Plan the IVR carefully before you start the IVR Administrator. Draw a detailed flow-chart with the MS Visio software, and also update the plan whenever you need to make changes in the application.

Use Specification and Description Language (SDL) standard symbols in your flow-chart.

Each state has a unique number. Plan the numbering in the flowchart as well, every step in your flowchart corresponds to a state in the IVR application. Below you can see An example of the IVR application plan with SDL symbols.

Prompts

Record all prompt files you plan to use in your IVR application. The files must be of the type 8, 000 kHz, 16 bit, mono, PCM.

Save the prompt files in the IVR application message folder (defined in the application settings, see 3.3.2.2. Editing Application Settings (page 11)), and make sure that the file names match the ones defined in the state properties.

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ADMINISTRATION GUIDE3.1. PREREQUISITES

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Graphics 3-1: An example of the IVR application plan with SDL symbols

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ADMINISTRATION GUIDE3.2. STARTING IVR ADMINISTRATOR

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3.2. STARTING IVR ADMINISTRATOR

Click the icon on the desktop to open the IVR Administrator software. The opening window appears, followed by the selection window for customer and application.

3.3. EDITING IVR APPLICATIONS

You can edit one IVR application at a time. Each IVR application is connected to a specific customer.

When you start the IVR Administrator software, it automatically opens the Select customer and application dialog window.

Alternatively, when you have opened IVR Administrator and selected the application already, you can open the selection window by clicking the File - Open options.

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ADMINISTRATION GUIDE3.3.1. SELECTING CUSTOMER

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3.3.1. SELECTING CUSTOMER

Adding customers

If the Customers list is empty, or you want to add another customer:

1. Click the Add button. A dialog opens suggesting the name NewCustomer. 2. Define the customer name. Use only letters A-Z, underscore ( _ ) and numbers, do not use

space or any special characters.3. Click the OK button.

Editing customer name

1. Select the customer from the drop-down list.2. Click the Edit button.3. Define the customer name. Use only letters A-Z, underscore (_ ) and numbers, do not use

space or any special characters.4. Click the OK button.

Deleting customers

1. Select the customer in the Customers list. Only the customers that have no IVR applications dedicated to them can be deleted.

2. Click the Remove button. A confirmation dialog appears.3. Click the Yes button.

3.3.2. SELECTING APPLICATION

Click the application in the drop-down list of the Applications field.

3.3.2.1. ADDING APPLICATIONS

If the applications list is empty, or you want to add another application:

1. Click the Add button. A dialog opens suggesting the name NewApplication. 2. Define at least the following options. All options and their possible choices are introduced in

the chapter 3.3.2.2. Editing Application Settings (page 11).Application name Default B-number Message root path Record path ODBC Data source name CEM database name

3. Click the OK button.

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ADMINISTRATION GUIDE3.3.2.2. EDITING APPLICATION SETTINGS

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NOTE: Confirm the correct information from your Business Communications Management administrator.

3.3.2.2. EDITING APPLICATION SETTINGS

If you want to edit an existing IVR application’s settings:

1. Select File - Open to open the Select customer and application dialog. 2. Select the customer. This selection populates the Applications list accordingly.3. Select the application and click the Edit button in the Applications field.4. Define the following options. Define at least the options marked with an asterisk (*).

*Application name => Use letters A-Z, underscore ( _ ), and numbers only, do not use space or any special characters. The default value is NewApplication.*Default B-number => Enter a real existing number. Only numbers are allowed, empty or letters are not accepted. The default value is 99999.*Application type

IVR => A common basic IVR application without extensions.VOICEMAIL => Enhanced IVR application with Voicemail features enabled. When a VOICEMAIL type IVR application answers to a call, it reads all current Voicemail mailbox information (identified by the current B-number) from database. This data can be used for example in DATASEARCH/DATAWRITE states when the Overload enabled option is selected, see 3.4.12.1. DATASEARCH properties (page 48) and 3.4.13.1. DATAWRITE properties (page 59). NOTE: If the Voicemail mailbox owner user language value is found from the database, the current application language value is replaced automatically with the found value, except if the default application language is currently not defined (=language support is not in use). If the Voicemail mailbox group specific message path value is found from database, the current application’s Voicemail message path path is replaced automatically with the found value.EXTERNALAGENTIVR => The IVR type is used for managing external agent logging on and out of a parent application, like CC. The parent application settings are defined in the SAP BCM System Administrator.FORWARDIVR => The IVR type where incoming calls are never connected but forwarded to another application to the actual applications like CC or another IVR. NOTE: Prompt or DTMF handling cannot be done with FORWARDIVR type applications.PRSIVR => A common basic IVR application using the original call GUID instead of creating the one of its own. There are also specific differences in log writing compared to "normal" application types. Related to Personal Reachability Services (PRS) functions.CONFIVR => A common basic IVR application that is used with conferences. SPSPOPIVR => An IVR for Call Routing or Source Number Masking services in the Communication Mobile Client (CMC).SPSVMIVR => An IVR for Call Recording service in the Communication Mobile Client (CMC).

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*ODBC Data source name => The current used ODBC data source name used with activating the IVR application into production. The default data source name is DSN_CEM.*CEM database name => The current used CEM database name used within activating the IVR application into production. The default value is CEM.CEM class name (custom) => The custom CEM class name created in the Python script by activating the IVR application into production. The class name can include only letters A-Z, underscore ( _ ) and numbers, do not use space or any special characters. The default value is empty. If the custom class name is not defined, the default system class name (IVR_<BNUM>) is created. We recommend using the default name.Max queue size => The maximum number of simultaneous callers waiting for answering that this IVR application is able to handle. Only numeric values are accepted, 0 means undefined size (system limit). The default value is 10.*Message root path => The IVR application prompt-file root-path. It must be a true sub-path below system wav path on the application server and double backslashes [\\] are required in the path format. The default value is \\<AppName>\\Msg\\. If any default language is defined, the current language string is automatically appended after this path.*Record path => The IVR application record-file path. It must be a true sub-path below system wav path on the application server and double backslashes [\\] are required in the path format. The default value is \\<AppName>\\Rec\\.State machine timeout => The time limit defined in milliseconds for allowing a single call to be connected to the application. Meeting this condition disconnects the current call immediately regardless of the current state or event. The default value is 1800000 (30 minutes).Apply state log to database => Selection if a state specific log is maintained in database while IVR application is running. The default value is disabled. We recommend not to use this selection, the system load may increase significantly.Default prompt file type => Only the .WAV type can be used.Default prompt file format => Only the PCM-format with frequency of 8,000 kHz can be used.Default language => The default language (if defined) is appended after defined message root path, for example \\AppName\\Msg\\English. The following language options are available. The default value is <NONE>:

<NONE> => Not appended to message-root path.English => EnglishSuomi => FinnishSvenska => SwedishDeutsch => GermanFrancais => FrenchItaliano => ItalianEspanol => SpanishPolski => PolishRossija => Russian

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NOTE: If the default language is other than <NONE> in a VOICEMAIL type application, the default language value is changed dynamically to the current Voicemail box owner’s user language value.

Customizer filename => File name (without extension) for an extra customizing file that is used by the CUSTOM state, see 3.4.16. CUSTOM State (page 83). The default value is NULL.Description => Optional free-form description. The default value is NULL.

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5. Click the OK button.

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ADMINISTRATION GUIDE3.3.2.3. DELETING APPLICATIONS

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3.3.2.3. DELETING APPLICATIONS

1. Select the application from the list.2. Click the Remove button. A confirmation dialog appears. 3. Click the Yes button. A dialog prompts for the current data source username and password.4. Enter the username and password that are defined for the CEM database when it is installed.

If the application has not been activated yet, the application can be deleted without password.5. Click the OK button.

NOTE: If any Voicemail mailboxes are connected to the IVR application dependent Voicemail mailbox groups, the application cannot be removed, and user is prompted to remove these Voicemail mailboxes first.

3.4. DEFINING STATES

An IVR application consists of steps called states. When the IVR application is activated, these states are run by the CEM Server state machine.

3.4.1. Inserting, Importing, Modifying and Deleting States (page 15)3.4.2. PLAY State (page 16)3.4.3. MENU State (page 23)3.4.4. GETDIGITS State (page 26)3.4.5. RECORD State (page 29)3.4.6. FORWARD State (page 33)3.4.7. CALLOUT State (page 35)3.4.8. QUEUE State (page 38)3.4.9. ANUMBERS State (page 39)3.4.10. DATACHECK State (page 42)3.4.11. EXTERNALDATA State (page 45)3.4.12. DATASEARCH State (page 48)3.4.13. DATAWRITE State (page 58)3.4.14. SOAP State (page 76)3.4.15. SCHEDULES State (page 79)3.4.16. CUSTOM State (page 83)

3.4.1. INSERTING, IMPORTING, MODIFYING AND DELETING STATES

Inserting states

Select Edit - Insert new state and select the state from the list, or select the corresponding button from the state button bar.

There is no limit on how many states you can add to your IVR application.

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ADMINISTRATION GUIDE3.4.2. PLAY STATE

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Importing states

You can import all states from an existing application to your application, that is, copy the existing application. You can import states only when your application is totally empty, there are no states yet.

1. Select File - Import options.2. Select the source file VOICEDIT.MBD.3. Select the application you want to import.

Modifying states

1. Select the state to be modified from the state list.2. Select Edit - Modify state.

or double-click the state in the state list.

Both inserting and modifying a state opens the state-type specific dialog window. After editing the state in the corresponding dialog window, click the OK button to save the state definitions, or Cancel to abort from the dialog window without saving.

Deleting states

You can delete states one by one, or all at a time.

1. Select the state to be removed in the state list.2. Click Edit - Remove - Selected state(s) or All states.

3.4.2. PLAY STATE

The PLAY state plays a message file, or an array of files. The message can be a constant message, or a dynamic one that can be derived from various sources. In addition, this state can be used for pronouncing numeric data of various types, like digits, ordinals, and dates and times.

Messages are usually played from the beginning of the file, but single message files (not file arrays) can be played in an enhanced mode that allows rewinding and forwarding with different speed, and starting from any position of the file. This feature can be accomplished only with one file at a time.

Currently played message can be aborted by clicking the terminating digit, see Terminating digit (page 22).

After the message is played (or aborted), the IVR application continues to the defined next state. In error cases, the application continues to the defined alternative state.

We recommend that all IVR applications are finished with the PLAY state. Another way to end the application is the DATAWRITE state with the Disconnect current call type.

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ADMINISTRATION GUIDE3.4.2.1. PLAY PROPERTIES

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3.4.2.1. PLAY PROPERTIES

The PLAY dialog includes the following properties:

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Start

State ID => A unique identification number, which is also used as the default file name for the state prompt. Only numeric values are accepted.End state => Select the check box only if the state is meant to be the final state of the application.

NOTE: There must be the end state in every application.

End

Next state when play OK => Define the next state where to go when message is played ok. Only numeric values are accepted, and the value must differ from current State ID.Next state if play failed or terminated by user => Define the alternative state where to go either if playing the message failed or was terminated by the user. Only numeric values are accepted, and the value must differ from current State ID.

Settings

Description => Enter free description.State start delay => Define the waiting time in milliseconds before this state is started. Only numeric values are accepted, 0 = no delay.Play mode => Select one of the following play modes:

NORMAL: Start playing from the start => Plays the file from the beginning, the default value. This normal play mode does not affect the existing "enhanced" file session, although session were currently open.

In the following enhanced play modes rewinding or forwarding the message is possible. After rewinding/forwarding, the file position is saved in memory until changed again, the enhanced file session is closed, or the call is disconnected. Additional settings are available in the field Enhanced file settings (page 22).

ENHANCED: Rewind to BOF => The message is rewound back to the beginning of the file (BOF). If play back is selected in the Winding play back selection, the message is played during rewinding at the defined speed. ENHANCED: Rewind => The message is rewound back the as many seconds as defined in the File position change selection. If play back is selected in the Winding play back selection, the message is played during rewinding at the defined speed.ENHANCED: Start playing from current position => The message is played starting from the current position of the file. The position can be changed in the Enhanced file settings (page 22).ENHANCED: Forward => The message is forwarded as many seconds as defined in the File position change selection. If play back is selected in the Winding play back selection, the message is played at the defined speed.ENHANCED: Forward to EOF => The message is forwarded to the end of the file (EOF), starting from the current position (preserved in memory by enhanced session)

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of the file. If any play back is selected in the Winding play back selection, the message is played at the defined speed.

State prompt source => Select one of the following state prompt sources. If the file name, or file array, is invalid or the file is not found, the IVR application continues to the alternative state.

Default message [<state ID>.WAV] => The message prompt file name consisting of current state number and prompt file type is played from the current message path. If the default application language is defined, it is automatically used as the application language folder appended after the current message path.Constant message file => The named message file is played from the current message path. Define the file name in the Constant prompt filename field. If the default application language is defined, it is automatically used as the application language folder appended after the current message path.Constant recorded message file => The named message file is played from the record path. Define the file name in the Constant prompt filename field. Last recorded message => The last recorded message is played from the last used record path (record-, prompt message- or Voicemail message path). The message must be recorded as a .WAV file type before using this state.Data buffer value => The played message is concluded from the last value found from either production database (CEM or CPM), or CEM state machine variables. This data buffer value should be a string consisting of path and file name with correct prompt type. The value should have been read from database before using this state prompt source.DB state file array => An array of messages, defined in state file array with current message path are played sequentially. The state file array should have been read from database before using this state prompt source. This prompt source is NOT available with any enhanced play mode.Talk (Number value) => A true number concluded from the number data source is pronounced. The number data source (DTMF or database) and the language must be set before the state. Preceding zeros are filtered from number data. With Polish and Russian languages also the Number gender parameter is supported. This state prompt source is NOT available with any enhanced play mode. Examples: 1234 = One Thousand Two Hundred Thirty Four 01234 = One Thousand Two Hundred Thirty Four 00 = NullTalk (Simple number values) => The simple number values (separate digits) concluded from the number data source are pronounced. The number data source (DTMF or database) and the language must be set before the state. This state prompt source is NOT available with any enhanced play mode. Examples: 1234 = One Two Three Four 01234 = Null One Two Three Four 00 = Null Null Talk (Ordinal number value) => The ordinal number value concluded from the number data source is pronounced. The number data source (DTMF or database) and the language must be set before the state. Preceding zeros are filtered and single zero is not

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valid data. With Polish and Russian languages also the Number gender parameter is supported. This state prompt source is NOT available with any enhanced play mode. Examples: 1234 = One Thousand Two Hundred Thirty Fourth 01234 = One Thousand Two Hundred Thirty Fourth Talk (Date value) => The date value concluded from the number data source is pronounced. The number data source (DTMF or database) and the language must be set before the state. Number data should be in the format DDMMYYYY or DDMM, where DD is between 01 and 31, MM is between 01 and 12, and YYYY is between 0000 and 9999. If the year value is missing, the current year is used if the current day is on or before the date value. The next year is used, if the current day is after the date value. This state prompt source is NOT available with any enhanced play mode. With Russian language is also the Number declension parameter supported. Examples: 24122008 = Twenty Fourth Of December Two Thousand Eight 2412 = Twenty Fourth of December Two Thousand Eight (the current date is on or before the date value) or Twenty Fourth of December Two Thousand Nine (the current date is after the date value.)Talk (Time value) => The time value concluded from the number data source (if possible) is pronounced. The number data source (DTMF or database) and the language must be set before the state. Number data should be in format HHMM, where HH must be between 00 and 23, and MM between 00 and 59. This state prompt source is NOT available with any enhanced play mode. With Russian language is also the Number declension parameter supported. Examples: 1530 = Fifteen Thirty 2359 = Twenty Three Fifty Nine 0201 = Two Zero One Talk (Date-time value) => The date-time value concluded from the number data source is pronounced. The number data source (DTMF or database) and the language must be set before the state. Number data should be in the format DDMMYYYYHHmm or DDMMHHmm, where DD is between 01 and 31, MM is between 01 and 12, and YYYY is between 0000 and 9999, HH must be between 00 and 23, and mm between 00 and 59. If the year value is missing, the current year is used if the current day is on or before the date value. The next year is used, if the current day is after the date value. This state prompt source is NOT available with any enhanced play mode. With the Russian language is also the Number declension parameter supported. Examples: 241220081530 = Twenty Fourth Of December Two Thousand Eight Fifteen Thirty 24121530 = Twenty Fourth of December Two Thousand Eight Fifteen Thirty (the current date is on or before the date value) or Twenty Fourth of December Two.Voicemail message (First) => The first Voicemail mailbox message is played. The Voicemail message array should have been read from database before using this state prompt source. After the Voicemail message is played, the Voicemail message status is updated as "old" (listened). Also the date-time value is updated. In addition, if IMAP is used within current application, the corresponding IMAP Voicemail message in current open IMAP Voicemail mailbox is automatically updated as Seen. This state prompt source is allowed only with VOICEMAIL type applications.

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Voicemail message (Previous) => The previous Voicemail mailbox message is played. Otherwise similar to first message. Voicemail message (Current) => The current Voicemail mailbox message is played. Otherwise similar to first message.Voicemail message (Next) => The next Voicemail mailbox message is played. Otherwise similar to first message.Voicemail message (Last) => The last Voicemail mailbox message is played. Otherwise similar to first message. Private greeting message (First) => The first private greeting message, defined in greeting array with current record path and correct prompt type, is played. The greeting array should have been read from database before using this state prompt source.Private greeting message (Previous) => The previous private greeting message, defined in greeting array with current record path and correct prompt type, is played. The greeting array should have been read from database before using this state prompt source.Private greeting message (Current) => The current private greeting message, defined in greeting array with current record path and correct prompt type, is played. The greeting array should have been read from database before using this state prompt source.Private greeting message (Next) => The next private greeting message, defined in greeting array with current record path and correct prompt type, is played. The greeting array should have been read from database before using this state prompt source.Private greeting message (Last) => The last private greeting message, defined in greeting array with current record path and correct prompt type, is played. The greeting array should have been read from database before using this state prompt source.

Constant prompt filename => Define the file name for the constant prompt. This field is enabled only with the Constant message file, or Constant recorded message file state prompt source selection.

Number data source

These selections are enabled only when a Talk specific state prompt source is selected.

NOTE: DTMF value should be set in an earlier GETDIGITS state. If value is NULL or at illegal type the IVR application continues to the alternative state.

DTMF (last) => Numbers are resolved from last received DTMF digit string.DTMF (previous) => Number digits are resolved from previous (before last) received DTMF digit string.DTMF (previous + last) => Number digits are resolved from combined previous and last received DTMF digit string. For example: If the previous DTMF value is 07 and the last DTMF value is 29, the result value is 0729.DTMF (last + previous) => Number digits are resolved from combined last and previous received DTMF digit string.

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For example: If the previous DTMF value is 07 and the last DTMF value is 29, the result value is 2907.Data buffer value => Number digits are resolved from the last value found from either production database (CEM or CPM) or CEM state machine variables. This value should be got from the earlier DATASEARCH state. If value is NULL or at illegal type the IVR application continues to the alternative state.

Number language => This selection is enabled only when a Talk specific state prompt source is selected.

DEFAULT => The default value. With this selection the default language set in the User Administrator UI is used also for playing prompts.English Finnish Swedish German Italian French Spanish Polish Russian

All used number words are pre-read from system defined text files and extracted word files are stored in the language folders on the CEM server (and gateway server, if used).

Number gender => With Polish and Russian languages only: Define the number gender of <NONE>, Masculine, Feminine or Neuter, when the State prompt source value is either Talk (Number value) or Talk (Ordinal number value).Number declension => Used with the Russian language only: Define the number declension, nominative or genitive when the State prompt source value is either Talk (Date value), Talk (Time value), or Talk (Date-time value).

Terminating digit

Terminating digit(s) => Select the character(s) to abort the message playing and to continue to the alternative state (defined in the Next state if play failed or terminated by user field). The digit can be 0, 1, 2, 3, 4, 5, 6, 7, 8, 9, 0, *, #, A, B, C, or D.

Enhanced file settings

The Enhanced file settings field is activated only when an “enhanced” play mode is selected.

File position change => Define how many seconds the starting point of the played message is changed to the defined direction (back/ahead) depending on the Play mode selection. The field is enabled only with ENHANCED: Rewind, ENHANCED: Start playing from current position, or ENHANCED: Forward play modes.Winding play back selection => Set the rewind/forward play-back speed. The field is enabled only with the ENHANCED: Start playing from current position play mode.

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<NONE> => The default selection. No play back is used while rewinding or forwarding the enhanced file.Normal Medium Hurry Fast Very fast

Rewind digit(s) => Stop play - rewind and continue playing of the current message. Available rewind digits are those of 0, 1, 2, 3, 4, 5, 6, 7, 8, 9, 0, *, #, A, B, C, D which are not already used as terminating digits. The field is enabled only with the ENHANCED: Start playing from current position play mode.Forward digit(s) => Stop play - forward and continue playing of the current message Available rewind digits are those of 0, 1, 2, 3, 4, 5, 6, 7, 8, 9, 0, *, #, A, B, C, D which are not already used as terminating or rewind digits. The field is enabled only with the ENHANCED: Start playing from current position play mode.

3.4.3. MENU STATE

The MENU state enables branching depending on received DTMF digit. the application jumps to the state indicated by the digit immediately when the digit is received.

The prompt message is played when this state is started. The digits can be entered immediately while the state is started, even while still playing the message.

The state can be repeated as many times as desired (default is two repeats). If no DTMF digit is received after all repeat times, the IVR application continues to the defined alternative state.

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3.4.3.1. MENU PROPERTIES

The MENU dialog includes the following properties:

Start

State ID => A unique identification number, which is also used as the default file name for the state prompt. Only numeric values are accepted, and it must be a new state number in the current application.

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End

Next state if nothing was selected => Define the alternative state where to go. Only numeric values are accepted, and the value must be a new State ID in the open IVR application.

Settings

Description => Enter free description.State start delay => Define the waiting time in milliseconds before this state is started. Only numeric values are accepted, 0 = no delay.Timeout => Define the waiting time in milliseconds for the valid DTMF selection. The default value is 30 000 (30 seconds). The time counter is started only after the prompt file has been played.State prompt source => Select one of the following state prompt sources. If the file name, or file array, is invalid or the file is not found, the IVR application continues to the to the next defined state.

Default message [<state ID>.WAV] => The message prompt file name consisting of current state number and prompt file type is played from the current message path. If the default application language is defined, it is automatically used as the application language folder appended after the current message path.Constant message file => The named message file is played from the current message path. Define the file name in the Constant prompt filename field. If the default application language is defined, it is automatically used as the application language folder appended after the current message path.Constant recorded message file => The named message file is played from the record path. Define the file name in the Constant prompt filename field. Last recorded message => The last recorded message is played from the last used record path (record-, prompt message- or Voicemail message path). The message must be recorded as a .WAV file type before using this state.Data buffer value => The played message is concluded from the last value found from either production database (CEM or CPM), or CEM state machine variables. This data buffer value should be a string consisting of path and file name with correct prompt type. The value should have been read from database before using this state prompt source.DB state file array => An array of messages, defined in state file array with current message path are played sequentially. The state file array should have been read from database before using this state prompt source. This prompt source is NOT available with any enhanced play mode.

Constant prompt filename => Define the file name for the constant prompt. This field is enabled only with the Constant message file, or Constant recorded message file state prompt source selection.Repeat => Define how often the message is repeated if none of the branch alternatives is selected. The default value is 2. After the maximum number is repeats is played, the application goes to the Next state if nothing was selected state.Continue directly => If this selection is checked, the IVR application continues immediately to the alternative state after state prompt is played. The timeout and repeat settings are ignored.

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Clear menu buffer => If this selection is checked, the menu selection (DTMF) buffer is cleared when the state starts.

Terminate digits

Define the next state where to go after the DTMF digit has been selected. Selecting the digit also terminates the message playing.

1. Select the digit 0, 1, 2, 3, 4, 5, 6, 7, 8, 9, # or *.2. Select the state from the drop-down menu, or enter its number. Only numeric value (>0) is

accepted, and it must differ from the current State ID.

3.4.4. GETDIGITS STATE

The GETDIGITS state is designated for receiving either a fixed or unlimited size DTMF digit string for later use in the current IVR application.

The state prompt message is played when this state is started. Digits can be received immediately while the state is started, even while still playing the state prompt message.

This state can be repeated as many times as desired (default is two repeats) when no DTMF digit is received and the state timeout is reached.

If no DTMF digits are received, the IVR application continues to the defined alternative state.

Both the last and the previous received DTMF digit strings are saved automatically in two specific buffers. These values can be used later on in other states, like RECORD or DATASEARCH.

3.4.4.1. GETDIGITS PROPERTIES

The GETDIGITS dialog includes the following properties:

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Start


End

Next state when digits OK => Define the number of the next state, if a valid DTMF digit string or single terminating DTMF digit is received. Only numeric values are accepted, and the value must be a different from the current State ID of the open IVR application.Next state if invalid digits => Define the number of the alternative state to go, if the GETDIGITS failed, the defined maximum number of repeats is achieved, or the received DTMF digit string is invalid. Only numeric values are accepted, and the value must be a different from the current State ID of the open IVR application.

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Settings

Description => Enter free description.State start delay => Define the waiting time in milliseconds before this state is started. Only numeric values are accepted, 0 = no delay.Timeout => Define the waiting time in milliseconds for the valid DTMF string. The default value is 30 000 (30 seconds). The time counter is started only after the prompt file has been played.State prompt source => Select one of the following state prompt sources. If the file name, or file array, is invalid or the file is not found, the IVR application continues to the to the alternative state.

Default message [<state ID>.WAV] => The message prompt file name consisting of current state number and prompt file type is played from the current message path. If the default application language is defined, it is automatically used as the application language folder appended after the current message path.Constant message file => The named message file is played from the current message path. Define the file name in the Constant prompt filename field. If the default application language is defined, it is automatically used as the application language folder appended after the current message path.Constant recorded message file => The named message file is played from the record path. Define the file name in the Constant prompt filename field. Last recorded message => The last recorded message is played from the last used record path (record-, prompt message- or Voicemail message path). The message must be recorded as a .WAV file type before using this state.Data buffer value => The played message is concluded from the last value found from either production database (CEM or CPM), or CEM state machine variables. This data buffer value should be a string consisting of path and file name with correct prompt type. The value should have been read from database before using this state prompt source.DB state file array => An array of messages, defined in state file array with current message path are played sequentially. The state file array should have been read from database before using this state prompt source. This prompt source is NOT available with any enhanced play mode.

Constant prompt filename => Define the file name for the constant prompt. This field is enabled only with the Constant message file, or Constant recorded message file state prompt source selection.Valid digits => Define which DTMF digits can be used, then the IVR application ignores all other digits. Available DTMF digits are 0, 1, 2, 3, 4, 5, 6, 7, 8, 9, 0, *, #, A, B, C, D. Terminating digit(s) => Select the single DTMF digit(s) that stop receiving more digits and continue to the Next state when digits OK state. Available digits are defined in Valid digits field. Value is not required if Digit count value is 1 or greater.

Allow null value => Select this if an empty (=NULL) string is accepted as the received DTMF digit string. The selection is enabled only when using "unlimited" digit count (=0).Terminate play with first digit => Select this to stop prompt playing immediately when first DTMF digit is received. State continues normally until state is finished normally (for example the state timeout is reached).

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Digit count => Set the expected received DTMF digit string size. Only positive numeric values are accepted.

0 => Unlimited number is allowed but at least one terminating digit is required. 1 or bigger value => The number limit is unambiguous and terminating digit is not necessary (but allowed).

Repeat => Define how often the message is repeated if none of the branch alternatives is selected. The default value is 2. After the message is repeated the set number of times, the application goes to the Next state if invalid digits state.Max delay => Define the time limit in milliseconds for waiting more digits when the first digit is already received. The default value is 10000 (10 seconds).

3.4.5. RECORD STATE

The RECORD state is designated for recording a message to a destination file. The default state-prompt-message is played when this state is started. Recording is not started until the message is played.

In addition, another state prompt Start sound filename can be played before the recording is started. If the defined destination file does not exist, it will be created automatically.

When the recording is stopped by the timeout or a received terminating DTMF digit, the IVR application continues to the next defined state.

The last successfully recorded file name and path values are saved automatically in specific buffers. These values can be utilized later on in the other states, such as PLAY state.

3.4.5.1. RECORD PROPERTIES

The RECORD dialog includes the following properties:

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End

Next state when record OK => Define the number of the next state, if recording is successful. Only numeric values are accepted, and the value must be different from the current State ID of the open IVR application.Next state if record failed => Define the number of the alternative state to go, if the recording failed. Only numeric values are accepted, and the value must be a different from the current State ID of the open IVR application.

Settings

Description => Enter free description.State start delay => Define the waiting time in milliseconds before this state is started. Only numeric values are accepted, 0 = no delay.Recorded message length => Available only with VOICEMAIL type application.

Max => The maximum time defined in milliseconds for recording a message. Only numeric values (>0) are accepted. The default value is 30 000 (30seconds). The time counter is started only after the state prompt file has been played. Meeting this condition causes the Next state statement to be executed.Min => The minimum required time in milliseconds for recording a message. A shorter message causes the Next state if record failed statement to be executed. Only numeric values between 0 and the Max length are accepted.Overload enabled => If this selection is checked, the current Voicemail mailbox specific MessageMaxLength and MessageMaxLength values (when defined) are used instead of the value defined in the Max/Min field.

Terminating digit(s) => Single DTMF digits, which stop recording, but not the message played before the recording. Available terminating digits are 0, 1, 2, 3, 4, 5, 6, 7, 8, 9, 0, *, #, A, B, C, D. Value is not required if the Default timeout value is set to be 1"or greater.

Record mode selection => Select the recording mode. The normal play modes do not affect to the existing "enhanced" file session, although the session were currently open

NORMAL: Overwrite file => The recording destination is a new file. An existing file is simply written over. NORMAL: Append to the end of file => The recording destination is an existing file. The recorded message appended to the end of the file. Selecting this record mode disables the Unique filename selection.ENHANCED: Overwrite file => The recording destination is a new "enhanced" session file. If this file is already created, the current file position is before recording silent rewind back to the bottom of the file (BOF). When recording is accomplished or terminated by the user, the current position of the file is saved to memory and preserved there until changed again, current enhanced file session is closed, or call is disconnected.ENHANCED: Append to the end of file => The recording destination is an existing "enhanced" session file. The current file position is before recording silent forwarded ahead to the end of the file (EOF). When recording is accomplished or terminated by the user, the current position of the

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file is saved to memory and preserved there until changed again, current enhanced file session is closed, or call is disconnected.ENHANCED: Append to file (current position) => The recording destination is an existing "enhanced" session file. The recording is started directly to from current file position in "truncate" mode. When recording is accomplished or terminated by the user, the current position of the file is saved to memory and preserved there until changed again, current enhanced file session is closed, or call is disconnected.

Destination filename => The following destination file name definitions are available:

Unique filename => The destination file name is a new created unique identifier string (GUID) with current prompt file type. Selecting this destination file name source disables the Include call ID prefix selection.Constant filename => Enter the destination file name in the field. The ending WAV is required with the file name, for example RECORDING WAV.DTMF (last) => The destination file name is concluded from the last received DTMF digit string with WAV ending. The string should be set in an earlier GETDIGITS state. If the value is NULL, current State ID is used instead. DTMF (previous) => The destination file name is concluded from the previous received DTMF digit string with WAV ending. The string should be set in an earlier GETDIGITS state. If the value is NULL, current State ID is used instead.DTMF (previous + last) => The destination file name is concluded from the combined previous and last received DTMF digit strings with WAV ending. These strings should be set in an earlier GETDIGITS state. If the value is NULL, current State ID is used instead.DTMF (last + previous) => The destination file name is concluded from the combined last and previous received DTMF digit strings with WAV ending. The string should be set in an earlier GETDIGITS state. If the value is NULL, current State ID is used instead.Data buffer value => The destination file name is concluded from the last found value (from either production database (CEM/CPM) or CEM state machine variables) with WAV ending. This value should be got from an earlier DATASEARCH state. If value is NULL, current State ID is used instead.Last recorded filename => The destination file name is the last recorded file name. This value should be set from the earlier RECORD state. If value is NULL, current State ID is used instead.

Include Call ID prefix => Select the option to add the current call ID prefix <CallID>_<YYMMDDHHMMSS> in front of the destination file name. The selection is not available when using the Unique filename destination type.

NOTE: Use this option carefully with dynamic data, for example when reading from database!

Destination path => Define the destination path were the recording is saved:Default record path => File is recorded to the current IVR application record path. The default value.

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If the current call is disconnected while still recording to record path, the file is automatically deleted except if the current recording mode is "append" type.Default message path => File is recorded to the current IVR application message path, where are laying also the prompts. If a default application language is defined, it is automatically used as a application language folder appended after the current message path. If the current call is disconnected while still recording to record path, the file is automatically deleted except if the current recording mode is "append" type.Last used record path => File is recorded to the path where the last recorded is file is saved. This value should be got from an earlier RECORD state, otherwise an error will occur. If the current call is disconnected while still recording to record path, the file is automatically deleted except if the current recording mode is "append" type.Voicemail message path => File is recorded to the current Voicemail message path. Mailbox is identified by the B-number. This path selection is allowed only with VOICEMAIL type applications. If the Voicemail message path is not defined, the current IVR application record path is used instead. If the current call is disconnected while still recording a Voicemail message, the message is automatically inserted to the database before ending the call. In addition, if IMAP is used a notification of a new message is sent to current open IMAP Voicemail mailbox.

Start sound filename => Define the starting sound file name, for example PING.WAV, which should be played before the recording starts. This is not required, but helps users to know when to start dictating the message. If this field is empty, no starting sound is played. The defined file should be placed in the defined Message root path. The file must be of the type .WAV and its name must not be same as the current state prompt file name.

3.4.6. FORWARD STATE

The FORWARD state is designated for transferring (blindly) the current call to another phone number, which can be either an extension (internal number) or an outside line (external number).

The destination number can be either a constant data value, given with DTMF entry, or read from the data buffer.

The following static parameters are always included automatically with internal call forward:

Language => The current application defined language.Class => Class value can be set only with CUSTOM method.Skills => Skills array values can be set only with CUSTOM method.FixedDateTime => The fixed date-time value of the current application process used for replacing the current system date-time value. This value can be set with the DATAWRITE type Set fixed date-time value.FirstStateID => The first state ID of the current application reached within call connection. This value can be set with the DATAWRITE type Set first state ID (forward parameter).

There is also an extra function included with this state - the user defined extra data field can be appended to the [IVRInfo] array parameter (dictionary).

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The IVR application keeps on trying to forward the call until state timeout is occurred, or the call is answered.

3.4.6.1. FORWARD PROPERTIES

The FORWARD dialog includes the following properties:

NOTE: There is NOT any state prompt message played in this state.

Start

State ID => A unique identification number. Only numeric values are accepted, and it must be a new state number in the current application.

End

Next state if forward failed => Define the number of the alternative state to go if the forwarding failed. Only numeric values are accepted, and the value must be a different from the current State ID.

Settings

Description => Enter free description.State start delay => Define the waiting time in milliseconds before this state is started. Only numeric values are accepted, 0 = no delay.Timeout => Define the waiting time in milliseconds. The default value is 30 000 (30 seconds).Destination data source => The destination number data can be resolved from the following sources:

Constant data => The call is forwarded to the number defined in the field next to it.

NOTE: All the following DTMF values require that you define a GETDIGITS state before this state.

DTMF (last) => The destination number is the last received DTMF string. DTMF (previous) => The destination number is the previous received DTMF string. DTMF (previous + last) => The destination number is the combination of previous and last received DTMF string. DTMF (last + previous) => The destination number is the combination of last and previous received DTMF string. Data buffer value => The destination phone number is the last found value from either production database (CEM or CPM), or CEM state machine variables. This value requires that you define a DATASEARCH state before this state. If the found value is NULL, the application continues to the alternative state.

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Enable extra parameters => If this selection is activated, an extra call parameter is added to an internal forward command. Activating this selection enables the Extra parameter settings section.

NOTE: Use this selection carefully as the extra parameter can successfully be used only when the forwarding destination number is an internal number, but the application cannot conclude it.

Extra parameter settings

Parameter name => Enter the extra parameter name as a case sensitive string. Either constant data, or data buffer value is used as parameter value. If the External data buffer is used as the data source, the name cannot be defined but the default value IVRInfo is used.Parameter data source => The parameter data type can either be a single field or an array of fields (dictionary). The following value sources are available:

Constant data => Enter the extra parameter value in the text field. NULL is allowed.Data buffer value => The extra parameter value source is a single found value from either production database (CEM or CPM) or CEM state machine variables. NULL value is allowed.External data buffer => The extra parameter value source is the global external data buffer, including all its current fields and values (NULL value is allowed). The parameter name IVRInfo cannot be changed.

3.4.7. CALLOUT STATE

The CALLOUT state is designated for joining to the call-out queue, in order to start calling out to one or more destinations.

The call-out queue is common for all calls and consists of two states, waiting and executing states.

Within the waiting state, the application session continues normally starting from the defined next state. The max waiting value defines the maximum number of callers waiting for passing the queue (= reaching the executing state), unless the waiting timeout occurs. If the queue was failed (timeout or queue full), the application continues to the alternative state.

The max executing value defines the maximum number of callers simultaneously allowed trying to call out. If the call was successfully connected to the defined call-out destination number (call was answered), the application releases the current call handle and closes the open application process. While waiting the connection, the application continues to the next state.

The call-out destination numbers can be selected from constant data, received DTMF digit string (different combinations), or current data buffer value.

3.4.7.1. CALLOUT PROPERTIES

The CALLOUT dialog includes the following properties:

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Start


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End

Next state when callout started => The number of the next state to go (for waiting for call connection) when calling out has started successfully (queue passed). Only numeric values are accepted, and the value must be different from the current State ID of the open IVR application.Next state if callout failed => Define the number of the alternative state to go if the call-out failed. Only numeric values are accepted, and the value must be a different from the current State ID.

Settings

Description => Enter free description.State start delay => Define the waiting time in milliseconds before this state is started. Only numeric values are accepted, 0 = no delay.Queue type =>

Single call => The single destination phone number is defined in the Destination data source selection.Multiple calls (parallel) => The destination phone numbers (one or more) is defined in the Destination data source selection. All defined destinations are called simultaneously.Multiple calls (serial) => The destination phone numbers (one or more) is defined in the Destination data source selection. All defined destinations are called consecutively in the defined order.

Queue waiting timeout => Define the waiting time in milliseconds for waiting the call passing the queue and changed to the executing-state. The default value is 30 000 (30 seconds). If the limit is reached, the application goes to the alternative state defined as Next state if callout failed.Queue size => Define the waiting time in milliseconds. The default value is 30 000 (30 seconds).

Max waiting => The maximum allowed number of callers simultaneously waiting in the queue. Max executing => The maximum allowed number of callers simultaneously calling out. Auto-remove in join => If this selection is checked, the call is released from the call-out queue when calling to the destination(s) is started.

Destination data source => The destination number data can be resolved from the following sources:

Constant data => The call is forwarded to the number defined in the field next to it.


DTMF (last) => The destination number is the last received DTMF string. DTMF (previous) => The destination number is the previous (one before last) received DTMF string.

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DTMF (previous + last) => The destination number is the combination of previous and last received DTMF string. DTMF (last + previous) => The destination number is the combination of last and previous received DTMF string. Data buffer value => The destination phone number is the last found value from either production database (CEM or CPM), or CEM state machine variables. This value requires that you define a DATASEARCH state before this state. If the found value is NULL, the application continues to the alternative state.

Number specific timeout => The special timeout defined in milliseconds for waiting the call being connected to a single destination number. If the limit is reached by a single destination number, the application goes to the alternative state defined as Next state if callout failed. Only numeric values are accepted, 0 = unlimited time, the default value is 30000 (30 seconds).

3.4.8. QUEUE STATE

The QUEUE state is designated for limiting the number of simultaneous callers. The calls are joined in a dynamic application specific queue. The dynamic queue consists of two states, waiting and executing states.

3.4.8.1. QUEUE PROPERTIES

The QUEUE includes the following properties:

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Start


End

Next state when joined to queue => The number of the next state to go when successfully joined to the queue. Only numeric values are accepted, and the value must be different from the current State ID of the open IVR application.Next state when queue passed => The first alternative state where to continue the application if the queue was passed (= call reached the executing state). Only numeric values are accepted, and the value must be different from the current State ID of the open IVR application.

NOTE: This statement may be accomplished also within another states.

Next state if queue failed => Define the number of the alternative state to go if the queue failed. Only numeric values are accepted, and the value must be a different from the current State ID.

NOTE: This statement may be accomplished also within another states.

Settings

Description => Enter free description.State start delay => Define the waiting time in milliseconds before this state is started. Only numeric values are accepted, 0 = no delay.Queue waiting timeout => Define the waiting time in milliseconds for waiting the call passing the queue. The default value is 30 000 (30 seconds), 0 is no limit. If the limit is reached, the application goes to the alternative state defined as Next state if queue failed.Queue size => Define the waiting time in milliseconds. The default value is 30 000 (30 seconds).

Max waiting => The maximum allowed number of callers simultaneously waiting in the queue. Max executing => The maximum allowed number of callers simultaneously using the application after passing the queue.

3.4.9. ANUMBERS STATE

The ANUMBERS state is designated for branching the IVR application depending on the caller's number (so called A-number). The state uses an A-number list, where it is possible to define each A-

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number the corresponding next state where to go. Each number in the list has also a priority value, and the call - if its A-number fits in several number categories - is taken to the branch with the highest priority.

If the A-number is not found from the list or is simply undefined (not recognized), the application continues to the alternative state.

3.4.9.1. ANUMBERS PROPERTIES

The ANUMBERS includes the following properties:


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Start

State ID => A unique identification number. Only numeric values are accepted, and it must be a new state number in the current application. This State ID is locked if state is currently opened for updating or if any A-number items were created in a new state.

End

Next state if undefined number => The alternative state where to go, if the current A-number is not included in the A-number items list, the A-number is not recognized, or no A-numbers defined at all. Only numeric values are accepted, and the value must be different from the current State ID of the open IVR application.

Settings

State description => Enter free description.State start delay => Define the waiting time in milliseconds before this state is started. Only numeric values are accepted, 0 = no delay.

A-number items

Define here all conditions with corresponding A-number, priority and next state to go. This list is automatically sorted by the priority column. A-number item is immediately added to the local database and A-Number items list. There is no limit to how many A-numbers items can be defined.

1. Click the Add button to add a new item, or select an existing item from the list.2. Define the properties in the A-number item (x/x) settings section.

A-number => Enter the number to which the caller’s A-number is compared to. The number must be unique in the current state. The numbers can include the wild character * at the beginning or end of the string, or both, but not in the middle of the string.Priority => The A-number item priority (processing order) value. Only whole numbers (integers) are accepted. The highest priority is 1.Next state => The next state to go if the A-number is recognized. Only numeric values are accepted, and the value must be a different from the current State ID.

3. Click the Save button to update the values.

Values are immediately updated to the local database and A-numbers list.

Removing a number from the list:

1. Select the item from the A-number items list.2. Click the Remove button. The currently selected A-number item is immediately removed

from the local database and A-number items list.

NOTE: The removing happens immediately, there is no confirmation.

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Example

With the following A-number items list definitions:

When a caller with the number 091234567 calls, his call is taken to the state 200.When a caller with the number 021234567 calls, his call is taken to the state 300.When a caller with the number 091234569 calls, his call is taken to the state 400.When a caller with the number 021234569 calls, his call is taken to the state 500.When a caller with the number 041234569 calls, his call is taken to the state 600.

The string with the highest priority is bolded in the number.

3.4.10. DATACHECK STATE

The DATACHECK state is designated for branching the IVR application depending on a data value. This data can be entered as a DTMF number, or it can be from a production database, or CEM state machine variables. The data items have a set priority value as well and if the data of a call fits to several branch alternatives, the one with highest priority value is used.

If the current data value of the selected source does not match any of the data items in the list, or it is undefined (NULL), the application continues to the alternative state.

3.4.10.1. DATACHECK PROPERTIES

The DATACHECK dialog includes the following properties:


Start


End

Next state if undefined data => The alternative state where to go, if the data items passed with the current call is not included in the Data items list, the data is not recognized, or no data

A-NUMBER PRIORITY NEXT STATE091234567 1 200*567 3 30009* 5 40002* 5 500*234* 7 600

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defined at all. Only numeric values are accepted, and the value must be different from the current State ID of the open IVR application.

Settings

State description => Enter free description.State start delay => Define the waiting time in milliseconds before this state is started. Only numeric values are accepted, 0 = no delay.Data source => Define the source where the data value can be found. The following data sources can be available:


DTMF (last) => The data is the last received DTMF string. DTMF (previous) => The data is the previous (one before last) received DTMF string. DTMF (previous + last) => The data is the combination of previous and last received DTMF string. DTMF (last + previous) => The data is the combination of last and previous received received DTMF string. Data buffer value => The data is the last found value from either production database (CEM or CPM), or CEM state machine variables. This value requires that you define a DATASEARCH state before this state. If the found value is NULL, the application continues to the alternative state.B-number => Data is the current called number (so-called B-number). This option is useful when several B-numbers are connected to application.Current language => Data is the current application language value (a constant string like English). This value should have been set either in the current application settings or in an earlier DATAWRITE state.

Data items

Define here all branching conditions with corresponding data, priority and next state to go. The item list is automatically sorted by the priority column. There is no limit to how many items can be defined.

1. Click the Add button to add a new item or edit the selected one.2. Define the properties in the Data item (x/x) settings section.

Fixed data => Enter the condition to which the data is compared. The data item must be unique in the current state, and may have one of the following conditions.

The item can include the wild character * at the beginning or end of the string, or both, but not in the middle of the string. The string must be in the upper case. Wild-characters cannot be used simultaneously with numerical comparison marks. The item can be started with a numerical comparison mark < or >. Only numeric data is allowed after comparison mark.The item may include the definitions:

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ISNUMERIC => The compared data should be a numeric value, or equal to the same string.NOTNULL => The compared data should be defined (NULL value not allowed), or equal to the same string.

Priority => The data item priority (processing order) value. Only whole numbers (integers) are accepted. Highest priority is 1.Next state => The call’s next state to go if the data is recognized. Only numeric values are accepted, the value must be a different from the current State ID.


Values are immediately updated to the local database and Data items list.

Removing an item from the list:

1. Select the item from the Data items list.2. Click the Remove button. The currently selected A-number item is immediately removed

from the local database and Data items list.


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Examples

3.4.11. EXTERNALDATA STATE

The EXTERNALDATA state is designated for checking the pre-read external data buffer, which can consist either of a single data field or of an array of data fields.

External data buffer can be originated from multiple SOAP or CUSTOM states.

The function of this state is based on a data field list, where can be defined specific data validation requirements.

Any (single) external data buffer field value can be "imported" to common application data buffers for future use.

If the current external data buffer is successfully validated (all defined conditions are true), the application continues to the next defined state.

Otherwise, the application continues to the alternative state.

DATA SOURCE; TYPE

DATA ITEM PRIORITY NEXT STATE

WHAT HAPPENS

DTMF, data buffer or B-number; numeric value

12345 1 200 Only if the data value found in the defined data source is exactly 12345, the call continues to the state 200. If the value is bigger than 100 (but different from 12345), the call continues to the state 300. Otherwise it continues to alternative state.

>100 3 300

Data buffer; character string

CUSTOMER 1 400 Only if the data value found in the defined data source is exactly CUSTOMER, the call continues to the state 400. If the value includes the string CUST, the call continues to the state 500Otherwise it continues to alternative state.

*CUST* 3 500

B-number, numeric value

*123 1 600 The calls to the queue 123 (“Sales”) are taken to the state 600 that may, for example, play a sales related welcome prompt. The calls to the queue 456 (“Support”) are taken to the state 700 that may play a support related welcome prompt.

*456 1 700

Current language; character string

SPA* 1 200 If the current language is Spanish or Italian, the call goes to the specific state where, for example, a welcome prompt can be played in the appropriate language. Other calls are taken to the alternative state where the prompt is played in English.

ITA* 1 300

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3.4.11.1. EXTERNALDATA PROPERTIES

The EXTERNALDATA dialog includes the following properties:


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Start


End

Next state when external data validated => The state where to go when external data is validated. Only numeric values are accepted, and the value must be different from the current State ID of the open IVR application.Next state when external data not validated => The alternative state where to go when external data requirements are not met, or data does not exist. Only numeric values are accepted, and the value must be different from the current State ID of the open IVR application.

Settings


External data fields

Define here the external data fields:

1. Click the Add button to add a new item.2. Define the properties in the Field (x/x) settings section.

Field name => Enter the name of the field as a case sensitive string. The defined field name should be found in the current external data buffer, otherwise the check result is invalid.Value validity => Select the conditions against which the data value is checked.

Allow null-value => The data field value is not checked but all values (including NULL) are accepted.Required => The data field must have a value, NULL is not accepted.

Numeric value => If this setting is selected, the value must be numeric.Fixed value => The condition setting to which the data field value should match. The string comparison is case sensitive.

The item can include the wild character * at the beginning or end of the string, or both, but not in the middle of the string. Wild-characters cannot be used simultaneously with numerical comparison marks. The item can be started with a numerical comparison mark < or >. Only numeric data is allowed after comparison mark.


Values are immediately updated to the local database and Data items list.

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Removing an item from the list:

1. Select the item from the Data items list.2. Click the Remove button. The currently selected A-number item is immediately removed

from the local database and Data items list.


Import External Data Field Values

This section is enabled only if any external data fields are defined.

Save current value to data buffer => Select this option to save the current value of a data field to the data buffer to be used later on in this same IVR application in other state types. Then select the external data field whose value is to be saved. The previous buffer value is written over.

Activate as current language => Select this option to select the current IVR application’s language from the data field selection by the side of this selection.

3.4.12. DATASEARCH STATE

The DATASEARCH state is designated for receiving data from either production database (CEM or CPM), or the CEM state machine variables, depending on the search type.

Received data can be used later on in other states of the current IVR application.

There are several different search types available, and the settings of the selected search type have to be modified individually.

If the searched data was found, or the data value is acceptable, the application continues to the next defined state. Otherwise, the application continues to the alternative state.

The found data is written in the data buffer

3.4.12.1. DATASEARCH PROPERTIES

The DATASEARCH dialog includes the following properties:

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Start


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End

Next state when data found or TRUE => The state where to go when external data is found or true. Only numeric values are accepted, and the value must be different from the current State ID of the open IVR application.Next state if data not found or FALSE => The alternative state where to go if no data is found or it is an empty string. Only numeric values are accepted, and the value must be different from the current State ID of the open IVR application.

Settings


Defining searches

Define the search in the sections Available search types and Search type [<Search type name>] settings.

Category COMMON => The search types listed in the Table 3-1: Search types in the COMMON category (page 51) are available. VOICEMAILONLY => The search types related to Voicemail applications, listed in the Table 3-2: Search types in the VOICEMAILONLY category (page 55), are available.

Search types => Select the search type. The selection defines which parameters are displayed in the 1.Key field and 2. Key field fields (if any). See Table 3-1: Search types in the COMMON category (page 51) and Table 3-2: Search types in the VOICEMAILONLY category (page 55).1./ 2. Key field => Displays the data field that is searched for the selected search type (if any). You cannot change the value.1. /2. Key data => Select the data source for the key value:

Constant data=> The key data is a constant value (NULL allowed), define the value in the field beside.


DTMF (last) => The data is the last received DTMF string. DTMF (previous) => The data is the previous (one before last) received DTMF string. DTMF (previous + last) => The data is the combination of previous and last received DTMF string. DTMF (last + previous) => The data is the combination of last and previous received received DTMF string. Data buffer value => The data is the last found value from either production database (CEM or CPM), or CEM state machine variables. This value requires that you define

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another DATASEARCH state before this state. If the found value is NULL, the application continues to the alternative state.A-number => Data is the current caller’s number (so-called A-number).B-number => Data is the current called number (so-called B-number). This option is useful when several B-numbers are connected to application.Current language => Data is the current application language value (a constant string like English). This value should have been set either in the current application settings or in an earlier DATAWRITE state. <System data> => The first key data is defined by system. The displayed name varies depending on search type. Can be used only with specific search types, see Table 3-1: Search types in the COMMON category (page 51) and Table 3-2: Search types in the VOICEMAILONLY category (page 55).

Overload enabled => If you select this option, the system skips reading information from the database if the required information has already been read. This option is available only if the application type is VOICEMAIL and the selected search type supports this option.

NOTE: We recommend enabling the overload, it reduces significantly the database server load.

Return value settings =>Displays the return value or the return field name. You cannot change the value.

Table 3-1: Search types in the COMMON category

(ol) => The option Overload enabled is available if the application type is Voicemail.(nodb) => The search type does not cause any database transactions.

SEARCH TYPE WHAT IS IT USED FOR? 1. KEY FIELD PARAMETER (DEFAULT DATA SOURCE)

2.KEY FIELD PARAMETER (DEFAULT DATA SOURCE)

Check user password (ol)

Checks the user’s identity User ID (DTMF Previous)

Password (DTMF last)

Check user validity Checks the user authorization User ID (DTMF last) Permission (Constant data <empty>)

Check if A-number recognized (ol)

Checks the caller’s number. NOTE: If the A-number is longer than 10 characters or starts with +, only the last eight digits are compared to the data value.

User ID (DTMF last) Current A-number (A-number)

Get common parameter value

Retrieves the common parameter value and saves it as Data buffer value.

Name (Constant data STATE_<state ID>)

Check common parameter value

Checks a parameter value. Name (Constant data STATE_<state ID>)

Value (DTMF last)

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Get application parameter value

Retrieves a application parameter value from and saves it as Data buffer value.


Get application queue number

Retrieves a application queue number and saves it as Data buffer value.

Type (Constant data PRSIVR)

Check application parameter value

Checks the application parameter value.


Value (DTMF last)

Check number with prefixed B-number

Checks if the caller’s number matches the current B-number.

Number (A-number)

Get application state files

Retrieves the application dependant state file array with file name strings. The array can be used in the later PLAY states. NOTE: If the application default language is defined, the language folder is appended to the current message path.


Get current state file array size (nodb)

Reads the state file array’s size and saves the value as Data buffer value. Requires that there is an earlier DATASEARCH state with the search type Get application state files.

System data <State file array>

Get private greetings (ol)

Retrieves the caller’s private greeting array with file name strings. The array can be used in the later PLAY states

User ID (DTMF last)

Get current private greeting array size (nodb)

Reads the state file array’s size and saves the value as Data buffer value. Requires that there is an earlier DATASEARCH state with the search type Get private greetings.

System data <Greeting array>

Check if next private greeting available (nodb)

Checks if the next private greeting index is available. Requires that there is an earlier DATASEARCH state with the search type Get private greetings.




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Check if previous private greeting available (nodb)

Checks if the previous private greeting index is available. Requires that there is an earlier DATASEARCH state with the search type Get private greetings.


Get current private greeting (ol)

Retrieves the user's current private profile greeting and saves it as Data buffer value. The value can be used in the later PLAY states.

User ID (DTMF last)

Get random integer value (nodb)

Creating a random integer value between the given start and end points,

Range start (Constant data)

Range end (Constant data)

Get the last selected menu item (DTMF) (nodb)

Returns the last selected menu item (DTMF digit), as defined in the earlier MENU state, and saves it as Data buffer value.

System data <Last selected menu item >

Get the last selected term digit (DTMF) (nodb)

Returns the last selected terminating digit (DTMF) as defined in the GETDIGITS state, and saves it as Data buffer value.

System data <Last selected term digit>

Get current global loop counter value (nodb)

Returns the current global loop counter and saves it as Data buffer value.

System data <Global loop counter>

Get date difference value (days) (nodb)

Returns the difference value (as days) of the defined start and end dates and saves it as Data buffer value.

Start date (YYYYMMDD) (Constant data (date the format: YYYYMMDD).

System data <Current date>

Get operator user ID Retrieves the operator/agent user identification value and saves it as Data buffer value.

Type (EXTERNAL or INTERNAL)

Number (current A-number)

Get the first (original) B-number

Resolves the original B-number from the forwarded call and saves it as Data buffer value.

System data <Forwarded call data>

Get Voicemail mailbox number by object number

Retrieves the first found mailbox number belonging to the current user (identified by the extension or GSM number), and saves it as Data buffer value. The validity of the mailbox is not checked.

Object number (EXT/GSM) (A-number)



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Get Voicemail mailbox number by operator number

Retrieves the first found mailbox number belonging to the current user (identified by the operator number), and saves it as Data buffer value. The validity of the mailbox is not checked.

Operator number (A-number)

Get operator number by object number

Retrieves the operator number and saves it as Data buffer value.

Object number (EXT/GSM) (A-number)

Check if external operator enabled

Checking if external operator or agent is enabled. The external operator is identified with the number.

Number (A-number)

Check CC-operator availability (nodb)

Checks the internal Call Center operator availability from the CEM State machine variables. The operator is identified with the user ID.

User ID (Data buffer value)

Get forwarded parameter field value (nodb)

Retrieves a specific static (= system defined) parameter’s field value, if it is transferred to the current application from another internal application such as CC or another IVR-application, and saves it as Data buffer value.

Parameter field name (Constant data (FixedDateTime/Class/Language/FirstStateID). The default value is Language.)

Get forwarded parameter array field value (nodb)

Retrieves a specific user defined parameter array field value, if it is transferred to the current application from another internal application such as CC or another IVR-application,

Parameter array name (Constant data (IVRInfo/Skills))

Parameter field name (Constant data (CustomFieldName)).

CPM: Check Task by ID

Checks if the defined Task is found from the current CPM database. The task is identified with the ID number.

CPM Task ID (DTMF last)

CPM: Get attachment path

Retrieves the defined type attachment path from the current CPM database and saves it as Data buffer value. The attachment type is identified with the type.

CPM Attachment type (Constant data (Dictaphone file))



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Table 3-2: Search types in the VOICEMAILONLY category

(ol) => The option Overload enabled is available if the application type is Voicemail.(nodb) => The search type does not cause any database transactions



Check Voicemail mailbox validity (ol)

Checks the Voicemail mailbox validity by searching required mailbox owner-user permissions and mailbox data.

Voicemail mailbox number (B-number)

Check user password (ol)

Checks the user’s identity by the Voicemail mailbox number.



Check if A-number recognized (ol)

Checks the caller’s number. NOTE: If the A-number is longer than 10 characters or starts with +, only the last eight digits are compared to the data value.


Current A-number (A-number)

Get new Voicemail messages (ol)

Retrieves new messages (messages are "new" when not set to “listened” status), and returns the Voicemail message file array containing file name strings. Voicemail message array can be used later in a PLAY state. The previous Voicemail message array, if any, is overwritten.


Get old Voicemail messages (ol)

Retrieves old messages (messages are "old" when set to “listened” status), and returns the Voicemail message file array containing file name strings. Voicemail message array can be used later in a PLAY state. The previous Voicemail message array, if any, is overwritten.


Get active Voicemail messages (ol)

Retrieves active messages (messages are "active" when the defined expiration timeout is not reached yet), and returns the Voicemail message file array containing file name strings. Voicemail message array can be used later in a PLAY state. The previous Voicemail message array, if any, is overwritten.


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Get current Voicemail message array size (nodb)

Reads the state file array’s size and saves the value as Data buffer value. Requires that there is an earlier DATASEARCH state with the search type Get new Voicemail messages, Get old Voicemail messages, or Get active Voicemail messages.

System data <VM message array>

Check if next Voicemail message available (nodb)

Checks if the next Voicemail message is available. Requires that there is an earlier DATASEARCH state with the search type Get new Voicemail messages, Get old Voicemail messages, or Get active Voicemail messages.


Check if previous Voicemail message available (nodb)

Checks if the previous Voicemail message is available. Requires that there is an earlier DATASEARCH state with the search type Get new Voicemail messages, Get old Voicemail messages, or Get active Voicemail messages.


Get current Voicemail message date created (nobd)

Retrieves the creation date value of the current message from the current Voicemail message array and saves it as Data buffer value formatted as [DDMMYYYY]. The value can be used later in a PLAY state Requires that there is an earlier DATASEARCH state with the search type Get new Voicemail messages, Get old Voicemail messages, or Get active Voicemail messages.




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Get current Voicemail message time created (nobd)

Retrieves the creation time value of the current message from the current Voicemail message array and saves it as Data buffer value formatted as [HHMM]. The value can be used later in a PLAY state Requires that there is an earlier DATASEARCH state with the search type Get new Voicemail messages, Get old Voicemail messages, or Get active Voicemail messages.


Get current Voicemail message date-time created (nobd)

Retrieves the creation date and time values of the current message from the current Voicemail message array and saves it as Data buffer value formatted as [DDMMYYYYHHMM]. The value can be used later in a PLAY state Requires that there is an earlier DATASEARCH state with the search type Get new Voicemail messages, Get old Voicemail messages, or Get active Voicemail messages.


Get private greetings (ol)

Retrieves the Voicemail mailbox owner’s private greetings. The user is identified by Voicemail mailbox number. The return value is a greeting file array containing private greeting file name strings. The value can be used in the later PLAY states.


Get current private greeting (ol)

Retrieves the Voicemail mailbox owner’s current private greeting. The user is identified by Voicemail mailbox number. The return value is a file name string. The value can be used in the later PLAY states.




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3.4.13. DATAWRITE STATE

The DATAWRITE state is designated for updating or inserting data to either production database (CEM or CPM), or CEM state machine variables, depending on write type.

There are several different write types available, and the selected write type settings have to be modified individually.

If the data was successfully written, the application continues to the next defined state. Otherwise, the application continues to the alternative state.

Get Voicemail mailbox alternative destination (ol)

Retrieves the Voicemail mailbox alternative destination number and saves it as Data buffer value. The alternative destination number is used in Voicemail greeting-state. The number can be either internal or external number, but external numbers should include the “out” prefix if there is one in the system.


Get Voicemail mailbox message quota (ol)

Retrieves the Voicemail mailbox message quota value (number) and saves it as Data buffer value. The value can be used in the later PLAY states.


Check if message quota reached (ol)

Checks if the current number of Voicemail messages does exceed the defined max quota value of the current Voicemail mailbox.


IMAP: Check if message quota reached (ol)

Checks if the current number of IMAP Voicemail messages exceeds the defined max quota value of the current IMAP Voicemail mailbox.If the value has already been reached, the e-mail message Mailbox full is sent automatically. If the value is close to the limit (>90%), the e-mail message Mailbox near full notification is sent.


IMAP Voicemail mailbox (system data <Current IMAP connection>)



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3.4.13.1. DATAWRITE PROPERTIES

The DATAWRITE dialog includes the following properties:


Start


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End

Next state when write ok => The state where to go when data is successfully written. Only numeric values are accepted, and the value must be different from the current State ID of the open IVR application.Next state if write failed or skipped => The alternative state where to go if data could not be written as defined. Only numeric values are accepted, and the value must be different from the current State ID of the open IVR application.

Settings


Defining writing types

Define the writing types in the sections Available write types and Write type [<Write type name>] settings.

Category COMMON => The write types listed in the Table 3-3: Write types in the COMMON category (page 62) are available. VOICEMAILONLY => The write types related to Voicemail applications, listed in the Table 3-4: Write types in the VOICEMAILONLY category (page 70), are available.

Write types => Select the write type. The selection defines which parameters are displayed in the Key field and Value field fields (if any). See Table 3-3: Write types in the COMMON category (page 62) and Table 3-4: Write types in the VOICEMAILONLY category (page 70).Key field => Displays the data field where the value is written for the selected write type (if any). You cannot change the value.Key data => Select the key data source:

Constant data=> The key data is a constant value (NULL allowed), define the value in the field beside.


DTMF (last) => The data is the last received DTMF string. DTMF (previous) => The data is the previous (one before last) received DTMF string. DTMF (previous + last) => The data is the combination of previous and last received DTMF string. DTMF (last + previous) => The data is the combination of last and previous received received DTMF string. Data buffer value => The data is the last found value from either production database (CEM or CPM), or CEM state machine variables. This value requires that you define a

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DATASEARCH state before this state. If the found value is NULL, the application continues to the alternative state.A-number => Data is the current caller’s number (so-called A-number).B-number => Data is the current called number (so-called B-number). This option is useful when several B-numbers are connected to application.Last recorded filename => Data is the last recorded file name value without path. <System data> => The data is defined by system. The displayed name varies depending on the write type. Can be used only with specific write types, see the type definitions in tables Table 3-3: Write types in the COMMON category (page 62) and Table 3-4: Write types in the VOICEMAILONLY category (page 70).

Value field => Displays the data field where the value is written for the selected write type (if any). You cannot change the value:Value data => Select the key value data source:

Constant data=> The value data is a constant value (NULL allowed), define the value in the field beside.


DTMF (last) => The data is the last received DTMF string. DTMF (previous) => The data is the previous (one before last) received DTMF string. DTMF (previous + last) => The data is the combination of previous and last received DTMF string. DTMF (last + previous) => The data is the combination of last and previous received received DTMF string. Data buffer value => The data is the last found value from either production database (CEM or CPM), or CEM state machine variables. This value requires that you define a DATASEARCH state before this state. The NULL value is allowed as well.A-number => Data is the current caller’s number (so-called A-number).B-number => Data is the current called number (so-called B-number). This option is useful when several B-numbers are connected to application.Last recorded filename => Data is the last recorded file name value without path. <System data> => The data is defined by system. The displayed name varies depending on the write type. Can be used only with specific write types, see the type definitions in tables Table 3-3: Write types in the COMMON category (page 62) and Table 3-4: Write types in the VOICEMAILONLY category (page 70).

Overload enabled => If you select this option, the system skips reading information from the database if the required information has already been read. This option is available only if the application type is VOICEMAIL and the selected write type supports this option.

NOTE: We recommend enabling the overload, it reduces significantly the database server load.

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Table 3-3: Write types in the COMMON category

(ol) => The option Overload enabled is available if the application type is Voicemail.(nodb) => The search type does not cause any database transactions.

WRITE TYPE WHAT IS IT USED FOR? KEY FIELD PARAMETER (DEFAULT DATA SOURCE)

VALUE FIELD PARAMETER (DEFAULT DATA SOURCE)

Set application language (nodb)

This write type does not write to database, but changes the current application language setting. In addition, the current IVR message sub-path setting is cleared.

Language (system data <Default language>, NULL allowed)

Set application language by queue (nodb)

This type does not write to database, but changes the current application language setting to current queue language (if there is one). The correct queue is identified by the current B-number. This type is NOT working with VOICEMAIL type applications, because there are no queues defined.

Language (system data <Current queue language>(not used if NULL))

Set application language by user (ol)

This type does not write to database, but changes the current application language setting to current user language (if there is one). The user is identified with user ID.

User ID (DTMF last) Language (system data <Found user language> (not used if NULL))

Set application message file root path (nodb)

This type does not write to database, but changes the current application message file (prompt) root path definition.

Message file root path (system data <Message root path>

New message file root path (system data <Found custom path> (not used if NULL)).

Set application record file root path (nodb)

This type does not write to database, but changes the current application record file root path definition.

Record file root path (system data <Record path>)

New record file root path (system data <Found custom path> (not used if NULL))

Set application number file root path (nodb)

This type does not write to database, but changes the current application number file root path definition.

Number file root path (system data <Number root path>)

New number file root path (system data <Found custom path> (not used if NULL))

Set application Voicemail message path

This type does not write to database, but changes the current Voicemail message path definition.

Voicemail message path (system data <Voicemail message path>)

New Voicemail message path (system data <Found custom path> (not used if NULL))

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Set call originator number

Does not write to database, but changes the current call originator number, which replaces the current call originator number while transferring call to external number.

Call originator (system data <Call originator>)

Number (Constant data (empty)).

Set call R-number This type does not write to database, but changes the current call’s R-number, which is used while transferring call to external number.

Call R-number (system data <Call R-number>)

Number (Constant data (empty))

Set caller number This type does not write to database, but changes the current caller number while transferring call to external number.

Caller number (system data <Caller number>)

Number (Constant data (empty))

Set disconnection cause value

This type does not write to database, but changes the current disconnection cause value.

Cause value (system data <Cause value>)

Number (Constant data (16, Hang-up))

Increase current data buffer value with 1 (nodb)

Increases the system specific Data buffer value with 1. The changed value is NOT updated to database with this write type. The data buffer requires that there is an earlier DATASEARCH state. If the value is invalid (NULL or not numeric), write result is failed.

Current data buffer value (integer) (Data buffer value)

Reduce current data buffer value with 1 (nodb)

Decreases the system specific Data buffer value with 1. The changed value is NOT updated to database with this write type. The data buffer requires that there is an earlier DATASEARCH state. If the value is invalid (NULL or not numeric), write result is failed.

Current data buffer value (integer) (Data buffer value)

Insert call log detail Inserts a new customized IVR application call log detail data record into the database

NOT USED IN 6.0 Value1 (DTMF Last)

Insert call log detail [ServiceClosed]

Inserts a new customized IVR application call log detail data record with default event ServiceClosed into the database

NOT USED IN 6.0 Value1 (Constant data (Schedule))



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Insert call log detail [QueueFull]

Inserts a new customized IVR application call log detail data record with default event QueueFull into the database

NOT USED IN 6.0 Value1 (Constant data (CallOutQueue)

Update user password (ol)

Updates the user's password. The user is identified with user ID.

User ID (DTMF previous)


Insert application parameter data

Inserts a new IVR application parameter data record to database.

Name (constant data (STATE_<state ID>)

Value (DTMF LAST)

Set application parameter data

Either updates an existing IVR application parameter data record, or if an existing record is not found, inserts a new IVR application parameter data record into database.

Name (Constant data (STATE_<state ID>))

Value (DTMF last)

Update application parameter data

Updates an existing IVR application parameter data record in database.

Name (Constant data (STATE_<state ID>))

Value (DTMF last)

Disconnect current call (nodb)

Does not write to database, but disconnects the current call. NOTE: There is no next or alternative next state after this type.

Insert private greeting (ol)

Inserts a new private greeting. The user is identified with user ID.The inserted greeting is not automatically activated but requires that either Update current profile greeting - (VOICEMAIL) or Update current profile greeting write type is defined after this state.

User ID (DTMF last). Greeting file name (last recorded file name (without path)).

Update current profile greeting (ol)

Updates the profile greeting (existing record). The user is identified with user ID.NOTE: If the greeting file name is resolved from <Greeting array>, the current private greeting array should have received earlier with the DATASEARCH state with the Get private greetings search type.

User ID (DTMF last). Greeting file name (Constant data (empty))NOTE: NULL value activates the default system greeting.



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Delete current private greeting

Deletes the current greeting (in current greeting array) and for updates the default system greeting.NOTE: The current private greeting array should been received earlier with the DATASEARCH state with the Get private greetings search type.

Current array greeting (System data <Greeting array>)

Set private greeting pointer to first

Does not write to database, but sets the current private greeting array index pointing to the first array greeting. NOTE: The current private greeting array should been received earlier with the DATASEARCH state with the Get private greetings search type.

Current greeting array index (System data <Greeting array>)

Set private greeting pointer to previous

Does not write to database, but sets the current private greeting array index pointing to the previous array greeting. NOTE: The current private greeting array should been received earlier with the DATASEARCH state with the Get private greetings search type.


Set private greeting pointer to next

Does not write to database, but sets the current private greeting array index pointing to the next array greeting. NOTE: The current private greeting array should been received earlier with the DATASEARCH state with the Get private greetings search type.




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Set private greeting pointer to last

Does not write to database, but sets the current private greeting array index pointing to the last array greeting. NOTE: The current private greeting array should been received earlier with the DATASEARCH state with the Get private greetings search type.


Delete common file from folder

Deletes a common file from a folder. NOTE: The file and path permissions should be notified (service)!

Path (System data <Last used record path>).

File name (Last recorded filename)

Delete Call Back request from database

Deletes a single Call Back request. Call Back request GUID (Data buffer value).

Send E-mail to destination

Sends an e-mail message to the destination address.

E-mail contents (XML) (Constant data: <EMAIL> <SUBJECT>Subject text here</SUBJECT> <BODY>Message body text here</BODY> <RECIP_ADDRESS>Recipient address here</RECIP_ADDRESS> </EMAIL>)



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Send SMS to destination

Sends an SMS message to destination number.

SMS contents (XML) (Constant data: <MESSAGE> <OPERATOR_GUID>Operator GUID here</OPERATOR_GUID> <DESTINATION>Destination number here</DESTINATION> <BODY>Message text here (max 160 characters)</BODY> </MESSAGE>)

Set global loop counter value (nodb)

Does not write to the database, but defines a new integer value for the global loop counter (CEM state machine variable).

Global loop counter value (System data <Global loop counter>)

Integer value (Constant data (integer required))

Increase global loop counter value with 1 (nodb)

Does not write to the database, but increases the global loop counter with one (CEM state machine variable).

Global loop counter value (System data <Global loop counter>)

Set data buffer value (nodb)

Sets the data buffer value. The changed value is NOT updated to database with this write type.

Data buffer value (System data <Data buffer>)

Any value (Constant data 0)

Jump to special state (nodb)

CAUTION: We do not recommend using this write type without adequate knowledge of the IVR script language and architecture.

Jumps to a "manually coded" state when necessary. This write type is exceptional, because "next state" parameter is not used.

Next state ID (Constant data STATE_SpecialName) The defined state ID is expected to found from IVR source file.



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Set fixed date-time (forward parameter) (nodb)

Defines the current call process fixed date-time, which overwrites the current call process date-time value. This feature is useful for example while debugging schedules.The defined date-time value is used until removed again.

Static date-time (System data <Current process date-time>)

Fixed date-time value (Constant data (current date-time in format [YYYYMMDDHHMM]).Either date-time value (12 numbers) or <NULL> value is required in here. <NULL> value removes the current process fixed date-time value.)

Set first state ID (forward parameter) (nodb)

Defines the first state ID forward parameter value that is used when a call is forwarded directly to a specific state in the destination application. The defined state ID value is used until removed again.

Destination application state ID (Constant data (empty)).Either true state ID or <NULL> value is required in here. The <NULL> value removes the current value.

Send DTMF string (nodb)

Sends (generates) a defined DTMF string. This feature is useful when defining an automatic dialog that uses DTMF tones.

DTMF string (Constant data (available DTMF tones [01234567890*#ABCD]).

Clear external data buffer (nodb)

Clears the current external data buffer value. The changed value is NOT updated to database with this write type.

Global external data buffer value (System data <External data buffer>).

Update external operator number

Updates the external agent’s number. The external agent is identified with number.

External Operator number (A-number)

New number (DTMF last)

Enable external operator

Update the external agent status to enabled. The operator/agent is identified with number.

External Operator Number (A-number)

Disable external operator

Update the external agent status to disabled. The operator/agent is identified with number.

External Operator Number (A-number)



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Close enhanced file session (nodb)

Does not write to database, but closes (>NULL) the current "enhanced" file session, making the target file available for "normal" use (for example in PLAY and RECORD states).

Current session (System data <Enhanced file session>)

IMAP: Open connection (ol)

Does not write to database, but creates a new connection run-time object to the IMAP host. In addition, the IMAP user is identified and logged in to defined IMAP Voicemail mailbox ("folder"). The open connection can be used later on in other DATAWRITE states that use IMAP methods.

User ID (Data buffer value)

IMAP Voicemail mailbox (Constant data (Voicemail mailbox name string is expected here))

IMAP: Close connection (nodb)

Does not write to database, but closes connection to the IMAP host. If any IMAP operation is used in the current application, this method is automatically called while closing the current call,

IMAP connection (System data <Current IMAP connection >)

CPM: Insert attachment path

Inserts a new defined type attachment path into the CPM-database. The attachment path will be available for all users.

CPM Attachment type (Constant data Dictaphone file)

CPM Attachment path (System data <Current record path>

CPM: Insert Task Dictaphone-attachment

Used for inserting a new Task-specific Dictaphone-type attachment’s filename into the CPM database. The task is identified with ID (=[Activity key]).

CPM Task ID (DTMF last).

CPM Task Attachment filename (System data <Last recorded filename>).



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Table 3-4: Write types in the VOICEMAILONLY category



Set application language by user (ol)

Does not write to database, but changes the current application language setting to current Voicemail mailbox owner's language value (if not NULL). The user is identified by Voicemail mailbox number.


Language (System data <Found user language>). Not used if NULL.

Update user password (ol)

Updates the Voicemail mailbox user's password (existing record). The current user is identified by Voicemail mailbox number.



Insert Voicemail message (ol)

Inserts a new Voicemail message. The Voicemail mailbox number is determined automatically by current B-number.

Source (A-number) Message filename (no path) (Last recorded filename (without path)).

Update current Voicemail message as new

Updates the current Voicemail array message as new. In addition, the current Voicemail message array is updated. The current Voicemail message array must be received with an earlier DATASEARCH state with the Get new Voicemail messages, Get old Voicemail messages, or Get active Voicemail messages search type.

Current VM array message (System data <VM message array>)

Update current Voicemail message as old

Updates the current Voicemail array message as old. If the fixed date-time value is currently set, it is used instead of the current system date-time value. In addition, the current Voicemail message array is updated. The current Voicemail message array must be received with an earlier DATASEARCH state with the Get new Voicemail messages, Get old Voicemail messages, or Get active Voicemail messages search type.


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Delete current Voicemail message

Deletes the current Voicemail array message. The corresponding message file is also removed from the current Voicemail message path. Finally, the current Voicemail message array is updated.


Delete all Voicemail messages (ol)

Delete all Voicemail mailbox messages from the database and from the current Voicemail message path. Finally, the current Voicemail message array is cleared.


Set Voicemail message pointer to first (nodb)

Does not write to database, but sets the current Voicemail message array index pointing to the first Voicemail array message. The current Voicemail message array must be received with an earlier DATASEARCH state with the Get new Voicemail messages, Get old Voicemail messages, or Get active Voicemail messages search type.

Set Voicemail message pointer to previous (nodb)

Does not write to database, but sets the current Voicemail message array index pointing to the previous Voicemail array message.The current Voicemail message array must be received with an earlier DATASEARCH state with the Get new Voicemail messages, Get old Voicemail messages, or Get active Voicemail messages search type.

Current VM message array index (System data <VM message array>)



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Set Voicemail message pointer to next (nodb)

Does not write to database, but sets the current Voicemail message array index pointing to the next Voicemail array message.The current Voicemail message array must be received with an earlier DATASEARCH state with the Get new Voicemail messages, Get old Voicemail messages, or Get active Voicemail messages search type.


Set Voicemail message pointer to last (nodb)

Does not write to database, but sets the current Voicemail message array index pointing to the last Voicemail array message.The current Voicemail message array must be received with an earlier DATASEARCH state with the Get new Voicemail messages, Get old Voicemail messages, or Get active Voicemail messages search type.


Set Voicemail message pointer to defined (nodb)

Does not write to database, but sets the current Voicemail message array index pointing to the message identified by the message GUID value.

Message GUID (Data buffer, that value should be got from the earlier DATASEARCH state.)

Insert private greeting (ol)

Inserts a new private greeting. The current user is identified by Voicemail mailbox number.The new private visible name is automatically created of current system date-time value. If fixed date-time value is currently defined, it is used instead.NOTE: The inserted greeting is not automatically activated to any profile. This is done with either the Update current profile greeting (VOICEMAIL) or Update current profile greeting write type.


Greeting filename (no path)(Last recorded filename)



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Update current profile greeting (ol)

Updates the profile greeting. The current user is identified by the Voicemail mailbox number.NOTE: If the greeting file name is resolved from <Greeting array>, the current private greeting array should have been received earlier with the DATASEARCH state with Get private greetings search type.


Greeting filename (no path) If not greeting array, the default value source is an empty constant data.NOTE: <NULL> value activates automatically the default system greeting.

Enable Voicemail mailbox SMS notification (ol)

Updates the Voicemail mailbox SMS notification utility as enabled.


Disable Voicemail mailbox SMS notification (ol)

Updates the Voicemail mailbox SMS notification utility as disabled.


Enable Voicemail mailbox E-mail notification (ol)

Updates the Voicemail mailbox E-mail notification utility as enabled.


Disable Voicemail mailbox E-mail notification (ol)

Updates the Voicemail mailbox E-mail notification utility as disabled.


Update Voicemail mailbox Call Back number (ol)

Updates Voicemail mailbox Call Back number.


New Call Back number (DTMF last)

Enable Voicemail mailbox Call Back service (ol)

Updates the Voicemail mailbox Call Back service as enabled.


Disable Voicemail mailbox Call Back service (ol)

Updates the Voicemail mailbox Call Back service as disabled.


IMAP: Open connection (ol)

Does not write to database, but creates a new connection to the IMAP host. In addition, the IMAP user is identified and logged in to defined IMAP Voicemail mailbox ("folder"). The opened connection can be utilized later on with other DATAWRITE states using IMAP methods.


IMAP Voicemail mailbox (Constant data (empty). Voicemail mailbox name string is expected here).



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IMAP: Insert Voicemail message (ol)

Inserts a new Voicemail message. In addition, a notification of the new received Voicemail message is created automatically. This notification is simply a new E-mail (MIME format message including file attachment), which is directly appended as a new message to the current open (re-opened) IMAP Voicemail mailbox. The Voicemail mailbox number is determined automatically by current B-number. The current open IMAP Voicemail mailbox is also used automatically.

Source (A-number) Message filename (no path)(last recorded filename).

IMAP: Synchronize all Voicemail messages (ol)

Reads all messages from the current open IMAP Voicemail mailbox (re-opened) and synchronizes the current CEM Voicemail message situation with it.

Voicemail mailbox number (B-number).

IMAP Voicemail mailbox (System data <Current IMAP connection>)

IMAP: Update Voicemail message as old

Updates the current Voicemail array message as old. If the fixed date-time value is currently set, it is used instead of the current system date-time value. In addition, the current Voicemail message array is updated and the defined IMAP Voicemail message flag set to "Seen" in current open IMAP Voicemail mailbox.The current Voicemail message array must be received with an earlier DATASEARCH state with the Get new Voicemail messages, Get old Voicemail messages, or Get active Voicemail messages search type.





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IMAP: Update Voicemail message as new

Updates the current Voicemail array message as new. In addition, the current Voicemail message array is updated and the defined IMAP Voicemail message flag set to "Seen" in current open IMAP Voicemail mailbox.NOTE: The current Voicemail message array must be received with an earlier DATASEARCH state with the Get new Voicemail messages, Get old Voicemail messages, or Get active Voicemail messages search type.



IMAP: Delete Voicemail message

Deletes the current Voicemail array message and updates the array. The message is also removed from the current Voicemail message path, and the corresponding IMAP Voicemail message in the current open IMAP Voicemail mailbox is deleted. NOTE: The current Voicemail message array must be received with an earlier DATASEARCH state with the Get new Voicemail messages, Get old Voicemail messages, or Get active Voicemail messages search type.



IMAP: Delete all Voicemail messages (ol)

Deletes all Voicemail mailbox messages from database and current Voicemail message path, and corresponding IMAP Voicemail messages from the current open IMAP Voicemail mailbox (re-opened), and clears the Voicemail message array.





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3.4.14. SOAP STATE

The SOAP state is designated for sending a SOAP (= Simple Object Access Protocol) request method with fixed parameters to SOAP server.

The answer from SOAP server is always required, but return array value is not required unless selected for the particular purpose of that.

IVR application keeps waiting an answer from SOAP server unless state timeout exceeds or any answer is received.

If the SOAP request answer (and return data array, if required) were successfully received, the IVR application continues to the next state. Otherwise, the application continues to the alternative state.

3.4.14.1. SOAP PROPERTIES

The SOAP dialog includes the following properties:

AMIS: Insert destination call-back-request.

Inserts a new "call-back" request data record in the database. It also reads the following application-specific parameters: AMISMailboxNumberPrefixAMISMessagePlayerIVRQueueNumberAMISCallBackRetryAMISCallBackRetryDelayMs

Destination ( DTMF last). The the external AMIS supported Voicemail mailbox number is used as destination completed with the current AMISMailboxNumberPrefix parameter value (if it is defined).

Message filename (System data <Voicemail message (current)>). This value should be the Voicemail mailbox filename without path.



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Start

State ID => A unique identification number. Only numeric values are accepted, and it must be a new state number in the current application. This State ID is locked if state is currently opened for updating or if any SOAP request method parameters were created in new state.

End

Next state when SOAP ok => The state where to go when SOAP request answer and valid return data array (if required) is received from SOAP server. Only numeric values are accepted, and the value must be different from the current State ID of the open IVR application.Next state if SOAP failed => The alternative state where to go if state timeout is occurred or no valid return data array (if required) was received from SOAP server. Only numeric values are accepted, and the value must be different from the current State ID of the open IVR application.

Settings

State description => Enter free description.State start delay => Define the waiting time in milliseconds before this state is started. Only numeric values are accepted, 0 = no delay.Timeout => Define the waiting time in milliseconds for answer to the request from SOAP server. The default value is 10 000 (10 seconds). The time counter is started immediately. SOAP URL address => Define the URL address of the SOAP server. Use lower case letters, for example http://127.0.0.1.SOAP IP port => Define the SOAP server IP port. Only numeric values are accepted.

Defining SOAP methods

Define the SOAP request method and its parameters in the sections SOAP method settings and Parameter (x/x) settings.

1. Method name => Define the SOAP request method name with a case-sensitive string.2. Click the Add button to add a parameter connected to the method.3. Select the check box to use one of the following options:

Return data array required => If this selection is activated, return data array is required (NULL is not allowed) with the received request answer from the SOAP server. This selection is necessary only if the SOAP method is for receiving data, not if it is for writing only.Overwrite external data buffer => If this selection is activated, the current external data buffer is cleared and the received return data array is appended to this buffer. Otherwise the received return data array is appended to this external data buffer. This selection is necessary only if the SOAP method is for receiving data, not if it is for writing only.

4. Define the properties in the Parameter (x/x) settings section.Parameter name => Enter the name of the field as a case sensitive string.Value data source => Select the source where the parameter value is found.

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DTMF (last) => The value is the last received DTMF string. DTMF (previous) => The value is the previous (one before last) received DTMF string.DTMF (previous + last) => The value is the combination of previous and last received DTMF string. DTMF (last + previous) => The value is the combination of last and previous received DTMF string. Data buffer value => The value is the last found value from either production database (CEM or CPM), or CEM state machine variables. This value requires that you define a DATASEARCH state before this state.A-number => The value is the current caller’s number (so-called A-number).B-number => The value is the current called number (so-called B-number). This option is useful when several B-numbers are connected to application.

5. Click the Save button to update the value.

Values are immediately updated to the local database and Parameters list.

Removing a parameter from the list:

1. Select the item from the Parameters list.2. Click the Remove button. The selected SOAP request method parameter is immediately

removed from the local database and Parameters list.


3.4.15. SCHEDULES STATE

The SCHEDULES state is designated for branching the IVR application by the current date and time. The branching is based on the list of schedules that have a specific next state to go. If there are several schedules that meet the conditions, the one with the highest priority is used. If none of the defined schedule definitions is met with current date and time, the application continues to the alternative state.

Schedule validity settings can be defined in system environment either to constant values or dynamical values read from the database. The schedule data is read from the database once when the application connects to the database.

NOTE: The IVR application schedules use the system time zone for defining the current time, that is, the time zone defined in the Virtual Unit Administrator (VUA) tool when the system is installed. If you are working on a time zone that differs from the system time, you must define the schedules accordingly. For example, if your system time zone is UTC, and you work in the Central European Time (CET) zone, you must define the schedules one hour earlier to work properly.

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ADMINISTRATION GUIDE3.4.15.1. SCHEDULES PROPERTIES

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3.4.15.1. SCHEDULES PROPERTIES

The SCHEDULES dialog includes the following properties:


Start

State ID => A unique identification number. Only numeric values are accepted, and it must be a new state number in the current application. This State ID is locked if the state is currently opened for updating or if any schedules were created in new state.

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End

Next state if no schedule matches => The alternative state where to go if none of the current state schedules are matched with current date and time, or schedules are not defined at all. Only numeric values are accepted, and the value must be different from the current State ID of the open IVR application.

Settings


Defining state schedules

Define the schedules in the sections State schedules and Schedule (x/x) settings.

1. Click the Add button to add a schedule.2. Define the properties in the Schedule (x/x) settings section. Default values are offered for the

Name, Priority and Next state fields, and you can change these values.Name => Enter the name of the field as a case sensitive string.Source =>

Constant => All schedule settings are constant values.Database => All schedule settings, except Priority and Next state, are read dynamically from database.

Range type => Select the schedule range type from the following alternatives. The used abbreviations are: Year = YYYY Month = MM Day = DD Hour = HH Minute = MM

<NONE> => No range values are required.[YYYYMMDDHHMM]: Between start and end date-time => The schedule is valid if the current date-time is between the start and end date-time. Both the Start date and End date values need to be defined.[YYYYMMDDHHMM]: Equal or after start date-time => The schedule is valid if the current date-time is equal to or later than the start date-time. Only the Start date value needs to be defined.[YYYYMMDDHHMM]: Equal or before end date-time => The schedule is valid if the current date-time is equal to or before the end date-time. Only the End date value needs to be defined.[YYYYMMDD]: Between start and end date => The schedule is valid if the current date is between the start date and end date (without checking hour and minutes). Both the Start date and End date values need to be defined.

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[YYYYMMDD]: Equal or after start date => The schedule is valid if the current date is equal to or later than the start date (without checking hour and minutes). Only the Start date value needs to be defined.[YYYYMMDD]: Equal or before end date => The schedule is valid if the current date is equal to or before the end date (without checking hour and minutes). Only the End date value needs to be defined.[MMDD]: Between start and end date => The schedule is valid if the current date is between the start date and end date (without checking year, hour and minutes). Both the Start date and End date values need to be defined.[MMDD]: Equal or after start date => The schedule is valid if the current date is equal to or later than the start date (without checking year, hour and minutes). Only the Start date value needs to be defined.[MMDD]: Equal or before end date =>The schedule is valid if the current date is equal to or before the end date (without checking year, hour and minutes).Only the End date value needs to be defined.[HHMM]: Between start and end time => The schedule is valid if the current time is between the start time and end time (without checking year, month and day). Both the Start date and End date values need to be defined.[HHMM]: Equal or after start time => The schedule is valid if the current time is equal to or later than the start time (without checking year, month and day). Only the Start date value needs to be defined.[HHMM]: Equal or before end time => The schedule is valid if the current time is equal to or before the end time (without checking year, month and day). Only the End date value needs to be defined.

Start date => Define the start date-time if it is required for the selected range type.Only the required fields are available for the selected range type. The values have the following limitations:

Year => Numeric value (YYYY) between 0000-9999Month => Numeric value (MM) between 01-12Day => Numeric value (DD) between 01-31Hour => Numeric value (HH) between 00-23Minute => Numeric value (MM) between 00-59

End date => Define the start date-time if it is required for the selected range type.Only the required fields are available for the selected range type. The values have the following limitations:

Year => Numeric value (YYYY) between 0000-9999Month => Numeric value (MM) between 01-12Day => Numeric value (DD) between 01-31Hour => Numeric value (HH) between 00-23Minute => Numeric value (MM) between 00-59

Day extension => Select the day extension type that is used as "weekday" definition when checking current schedule activity. The following day extension types are available:

<NONE> => No checks, all weekdays are notified.Monday => Only Mondays are notified, other weekdays are ignored.

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Tuesday => Only Tuesdays are notified, other weekdays are ignored.Wednesday => Only Wednesdays are notified, other weekdays are ignored.Thursday => Only Thursdays are notified, other weekdays are ignored.Friday => Only Fridays are notified, other weekdays are ignored.Saturday => Only Saturdays are notified, other weekdays are ignored.Sunday => Only Sundays are notified, other weekdays are ignored.Workday => Only Mondays, Tuesdays, Wednesdays, Thursdays and Fridays are notified, other weekdays are ignored.Weekend => Only Saturdays and Sundays are notified, other weekdays are ignored.

Description => Write an optional free description.Priority => Define the priority for each schedule. Only whole numbers (integers) are accepted. Highest priority is zero (0).Next state => Selected the next state to go if the schedule conditions are met. Only numeric values (>0) are accepted, the value must be different from the current State ID.

3. Click the Save button to save the schedule. Values are immediately updated to the local database and Schedules list.

Removing a schedule from the list:

1. Select the item from the Schedules list.2. Click the Remove button. The selected schedule is immediately removed from the local

database and Schedules list.


3.4.16. CUSTOM STATE

The CUSTOM state is designated for calling a custom method with fixed parameters.

The custom method name is pointing to the Python method that is expected to be found from a special custom file attached to the IVR application. This file name should be defined already in the IVR application settings (see 3.3.2.2. Editing Application Settings (page 11).

You can use the template custom file <IVR_TEMPLATE_Customize.py> found in CEM server python path. Just rename the file (for example <IVR_YOUR APPLICATION NAME_Customize.py>) and add your custom functions there.

Customized function’s return data array value is required only if it is needed for a particular purpose.

3.4.16.1. CUSTOM PROPERTIES

The CUSTOM dialog includes the following properties:

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Start


End

Next state when custom method ok => The state where to go when process returned from custom method and a return data array (if required) was received. Only numeric values are accepted, and the value must be different from the current State ID of the open IVR application.Next state if custom method failed => The alternative state where to go if state timeout is occurred or no return data array (if required) was received. Only numeric values are accepted, and the value must be different from the current State ID of the open IVR application.

Settings

State description => Enter free description.State start delay => Define the waiting time in milliseconds before this state is started. Only numeric values are accepted, 0 = no delay.Timeout => Define the waiting time in milliseconds for answer to the request from SOAP server. The default value is 10 000 (10 seconds). The time counter is started immediately.

Defining state methods

Define the methods in the sections Custom method settings and Parameter (x/x) settings.

1. Define the custom method name with a case sensitive string in the Method name field.2. Click the Add button to add a parameter.3. Select the check box to use one of the following options:

Return data array required => If this selection is activated, return data array is required (NULL is not allowed) with the received request answer from the custom function. This selection is necessary only if the custom method is for receiving data, not if it is for writing only.Overwrite external data buffer => If this selection is activated, the current external data buffer is cleared and the received return data array is appended to this buffer. Otherwise the received return data array is appended to this external data buffer. This selection is necessary only if the custom method is for receiving data, not if it is for writing only.

4. Define the properties in the Parameter (x/x) settings section. Default values are offered for the Name and Value fields, and you should change these values as desired.

Parameter name => Enter the name of the parameter as a case sensitive string.Value data source => Select the source where the parameter value is found.

Constant data=> The value is a constant value (case sensitive, NULL allowed). Define the value in the field beside.


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DTMF (last) => The value is the last received DTMF string. DTMF (previous) => The value is the previous (one before last) received DTMF string.DTMF (previous + last) => The value is the combination of previous and last received DTMF string. DTMF (last + previous) => The value is the combination of last and previous received DTMF string. Data buffer value => The value is the last found value from either production database (CEM or CPM), or CEM state machine variables. This value requires that you define a DATASEARCH state before this state.A-number => The value is the current caller’s number (so-called A-number).B-number => The value is the current called number (IVR application call number).Current language => The value is the current application language value (a constant string like “suomi”). This value should have been set either in current application settings, or in an earlier DATAWRITE state. Current message root path => The value is the current application message root path, defined in the application settings (see 3.3.2.2. Editing Application Settings (page 11)).Current record path => The value is the current application record path, defined in application settings (see 3.3.2.2. Editing Application Settings (page 11)).

Next state => Selected the next state to go if the schedule conditions are met. Only numeric values (>0) are accepted, the value must be different from the current State ID.

5. Click the Save button to save the method. Values are immediately updated to the local database and Parameters list.

Removing a parameter from the list:

1. Select the item from the Parameters list.2. Click the Remove button. The selected CUSTOM method parameter is immediately removed

from the local database and Parameters list.


3.5. PRINTING CURRENT OPEN IVR APPLICATION DATA TO FILE

The IVR application information can be printed to an Excel type tab delimited text file. The printing function is available when there is at least one state defined in the IVR application.

1. To start printing, select the File > Print to file… menu options.2. Define the print output file.

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The printout lists the application settings as defined in 3.3.2.2. Editing Application Settings (page 11), and all states and their settings that are included in the applications as defined in 3.4. Defining states (page 15).

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3.6. IMPLEMENTATION OF THE IVR APPLICATION

When you have finished your IVR application and think that it might be ready to be implemented for production, perform the following steps to implement it:

3.6.1. Verifying IVR application (page 88)3.6.2. Activating IVR application (page 88)3.6.3. Preparing the activated IVR application for production (page 91)3.6.4. Testing IVR application (page 91)

3.6.1. VERIFYING IVR APPLICATION

Always verify your IVR application manually to find and correct possible jumps to undefined states, especially if the IVR application is large. Also, verify the application always if you add new states to an existing application.

Verifying takes only a couple of seconds, and its progress is shown on the status bar. When an error is found, a corresponding error message is displayed.

To verify the open IVR application:

1. Select the File > Verify menu options.2. Either an error message or a confirmation dialog appears. Correct the error and try again.

3.6.2. ACTIVATING IVR APPLICATION

The IVR application activation means creating a python script output file and saving the application data to IVR production database.

Before the actual activation process, the IVR application is automatically verified. The actual activating process takes a few of seconds and its progress is shown on the status bar.

Finally, the activation result log is opened as an HTML page.

NOTE: The updated existing IVR application is automatically implemented in CEM Server as soon as next call is connected to this IVR application, but a new IVR application is not automatically implemented until current running CEM server is rebooted.

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3.6.2.1. ACTIVATION PREREQUISITES

The BCM CEM server version must be equal to (or higher than) the current version of the IVR administrator program.

3.6.2.2. APPLICATION ACTIVATION PROCESS TASKS

The activation process carries out the following tasks in the following order:

1. IVR application consistency is verified.2. Default output destination path and file name are requested from the user.3. IVR application related data is updated into the production database (confirmation required).4. CEM server prompt root path is requested for creating the default prompt file structure.5. Application python script output file is created. 6. If the confirmation is passed alright in the step 3, the application update is notified for CEM

by inserting a specific request row into the production database.7. Activating result is informed as HTML.

3.6.2.3. PERFORMING ACTIVATION PROCESS

For activating the current open IVR application, do the following:

1. Select the File > Activate menu options. A dialog window is opened with a new default Python script file name IVR_<B-number>_< IVR application name>.PY. If the IVR application has been activated earlier, the previously used output path and file name is offered as default. Always use that default file name. Make sure you save the application file in the <BCM CEM SERVER>\python folder.

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To continue the process, click the Save button, or to cancel the activation process, click the Cancel button.

2. Confirm the updates in the production database: To confirm the IVR application to be updated to the production database, click the Yes button. To continue the activation process without updating the application data to the database, click the No button. To stop the entire activation process, click the Cancel button.2.1. Enter the ODBC username and password.

The ODBC connection is opened and the IVR application B-number is searched from the production database defined for the application. If the B-number is already assigned to another IVR application, the software asks for confirmation for overwriting existing data. If the application is new (= activated for the first time), the available parent directories from the production database are read, and the window is opened for choosing the target directory

2.2. To select the desired parent directory from the list and continue, click the Select dialog button. For not to select the parent directory, click the Skip button, but then the directory value for the application will be set to NULL.

2.3. If you have defined new schedules, the confirmation for clearing old schedules from the production database and inserting new ones appears. To confirm updating, click the Yes button. If you choose not to update the application schedule data, click the No button. The activation process will continue normally.

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3. Confirm the default prompt file structure creation: To confirm creating the file structure, click the Yes button. To continue the activation process without updating the file structure, click the No button. To stop the entire activation process, click the Cancel button.

When the confirmation is received, a dialog window opens for selecting the default prompt root path (folder) from the existing file system.

3.1. Select the path and confirm creating the file structure by clicking the Yes button, or to stop the entire activation process, click the Cancel button. The selected path is checked and if it does not exist, or is read-only, the Confirm retry message appears, and you can make the selection again. When the confirmed path is found to be acceptable, the missing prompt message path and record path are created, and all missing constant application prompt files are created from the default prompt file source.

4. When all the needed user confirmations are passed, the IVR application python script output file is created directly to the defined target path and the current application data is updated to local database.

The activation result is opened as an HTML page.

3.6.3. PREPARING THE ACTIVATED IVR APPLICATION FOR PRODUCTION

After the IVR application has successfully been activated, prepare the IVR application for production.

The activated IVR application is automatically implemented in the CEM Server as soon as the next call is connected to this IVR application, but the following things have to be finished before starting to test the application:

1. Check the defined IVR application message path below the CEM server prompt root path.

NOTE: If the current open IVR application is designed to support any other languages than the default language, create also these sub-folders below the defined message path.

2. Check the defined IVR application record path below the CEM server prompt root path.3. Record all defined and designed IVR application prompt files to the IVR application message

path (folders), and make sure the file names match the ones defined in the state properties.

3.6.4. TESTING IVR APPLICATION

Before your IVR application can be validated and approved for production, it should be tested with care.

At least the following parts of the IVR application should be tested completely:

1. Correct B-numbers are linked to correct applications.

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2. All message files are played correctly.3. All defined state jumps to other states are correct.4. DTMF digit strings are received correctly.5. All recordings are saved to correct record file path (folders) with correct file names.6. Call forwards are targeted to the correct phone numbers.7. Branching (A-numbers, data items, schedules, external data etc.) works correctly. 8. Database (CEM or CPM) operations are working correctly.9. External data operations (SOAP, custom) are working correctly.

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4. GLOSSARYABBREVIATION (TERM) DESCRIPTION OR SYNONYM3G (third generation) A level of development related to wireless technologies. The

preceding levels were 1G (included analog standards such as FDMA and NMT), 2G (included digital standards such as CDMA and GSM), and 2.5G (included the packet-based GPRS standard). The 3G standards include UMTS (based on GSM) and WCDMA (based on CDMA).

A number The number where the call or message comes from (the caller’s number or the source number).

Absence A status in the PRS system when a user is away or not available and cannot be reached.

ADS (Active Director Synchronizer) A service that transfers user accounts from Active Directory to the CEM database.

Agent A user who handles queue calls and interacts with customers. Usually related to contact centers.

APO (Access Point) One of the databases in the Reporting system, works as an access point for operative SQL databases and controls the DTE job.

ASP (application service provider) An enterprise that provides other enterprises or individuals remote access to application programs and services over the Internet.

Attended transfer A call is transferred to another number only after the person it is transferred to answers the phone. The call is put on hold automatically, and you can release it and continue if the other party does not answer. Compare to the blind transfer method.

Auto-allocation mode The call queue mode where you automatically get the next inbound call from the queues in which you are currently serving as an agent. The call is offered to one agent at a time. Compare to the hunt group mode.

Availability information Indicates whether a user is absent or present. Related to PRS profiles.

B number The target of the call or message (the destination number).Blind transfer A call is transferred to another number without you knowing

whether the other party answers or not. Compare to the attended transfer method.

Bridge (H.323 or SIP) A core module for connecting the registered terminal devices and the gateways to the CD core module.

C number The target of the call which is forwarded from the B number.Campaign Defines the contents of the outbound call set (such as the

customers, scripts and special rules) in the Outbound Desktop application.

CD (Call Dispatcher) The core module for low-level call handling.CDT (Communication Desktop) An end user application for enterprise telephony systems and

contact center operations.

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CEM (Contact Event Manager) The core module for top-level call handling.CEM database The system database for call handling.Chat, chatting Real-time communication between users using computing devices.ClientCom The communication interface between the client-level

applications.CMC (Communication Mobile Client) An end user application for mobile phone users.Codec (coder/decoder) A module which combines analog-to-digital and digital-to-analog

conversion.Company An external customer or an internal employer in the CPM

database. Contacts are always linked to one or more companies.Contact An external customer or an internal employee in the CPM

database. When internal user accounts are transferred from the CEM database to the CPM database, they are interpreted as contacts. Contacts are always linked to one or more companies.

CPM (Contact Process Manager) database

The system database for managing customer information and activities (such as tasks).

CPM Administrator An administration application related to the CPM database and predefined outbound call campaigns.

CT Outlook (Communication Toolbar for MS Outlook)

An extension application which makes it possible to use some telephony and availability functions in the MS Office Outlook application.

CTM (Communication Task Management) An end user application related to task management. It is also used for creating and maintaining customer data and personal segments.

Customer In the CPM database: an external company or contact. In the ASP system model: a separate subsystem.

Customizer, customizing file A text file in the CEM server which contains dedicated customer-specific values.

DB, db (database) A collection of information which is organized by using predefined rules.

Dialer A module that controls the outbound call sequence, timing and agent assignment in the Outbound Desktop application.

Directory Either a CEM directory defined in the System Administrator application, or a segment which is displayed as a contact directory in the Communication Desktop (CDT) application.

DSArea (Data Staging Area) One of the databases in the DTE. Related to the Reporting application.

DTE (Data transformation engineer) A tool that runs the transformation process in the Reporting application.

DTMF (dual tone multi-frequency) The signals you generate by pressing the keypad of a traditional phone.

DW (Data warehouse) Information organised in datamarts for effective on-line search. Related to the Reporting application.

ABBREVIATION (TERM) DESCRIPTION OR SYNONYM

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E-mail channel The queue type which is used for receiving and handling e-mail messages.

External agent A user who is logged into the software from an external number (mobile or fixed). External agents serve in queues remotely.

ETC (External Terminal Controller) A core module that translates the protocol used with hard phones into a protocol used with softphones. This enables that certain CDT functions such as PRS can be used with the hard phones as well.

FBR (Federation Bridge) A core module for interconnecting several BCM systems. Used in ASP systems.

GK (gatekeeper) (H.323 or SIP) A core module for registering the terminal devices to the CD core module.

GUI (graphical user interface) The graphical interface for human-computer interaction (HCI). GUIs make it easier to use the software applications compared to command-based interfaces.

GW (gateway) (H.323 or SIP) An external module for connecting the system to an external network (usually to the PSTN network).

H.323, H323 A standard protocol for audio, video, data, internet phone, and VoIP transmissions.

HA (high availability) A system or module which is operational without uncontrolled interruptions.

HAC (High-Availability Controller) An infrastructure application that ensures one of the redundant virtual unit instances is running all the time.

Hunt group mode The call queue mode where you can pick an inbound call from the queues in which you are currently serving at as an agent. The call is offered simultaneously to all agents who are logged into the queue. Compare to auto-allocation mode.

IA (Infrastructure Administrator) An administration application for creating the system model, and starting and stopping all components of the system.

IA Viewer An administration application for monitoring the system functions. IAP (Internet Access Point) The connection server through which the CMC application

connects to the internet. IIS (Internet Information Server) A Microsoft server product which is used for various web-related

tasks, such as managing services and sharing information.IM (instant message) A short messages sent and delivered using the Communication

Desktop (CDT) application internally in a BCM system.Inbound Incoming (contact events).IP (Internet Protocol) The method and technology for sending data between computers

on the Internet.IP phone A telephone based on IP technology.


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IVR (Interactive Voice Response) A system which supports interaction between the caller and the system. For example, the caller may hear a prerecorded prompt which instructs them to enter data with the phone keypad.

LAN (local area network) A group of computing devices which are used over a shared data line within a limited geographical area.

MCTABUFF The core module required for ClientCom integrations and the task management integration. This ActiveX component is installed on a client workstation.

Mobile phone A cellular telephone.MRS (Media Routing Server) The core module for playing prompt files. It also converts the RTP

stream into a WAV file when a caller leaves a voicemail message.MSI The file format for Microsoft Windows Installer packages.MTD (Multiterminal Desktop) Functions for defining multiple terminal devices for receiving

inbound calls, and for selecting which one of the devices is used when making outbound calls. Used in the Communication Desktop (CDT) application.

NAT (Network Address Translation) An IP address used in one network (the inside network) is translated to a different IP address known in another network (the outside network). Often involves address mapping and firewall configuration to improve security.

OB Desktop (Outbound Desktop) An end user application related to predefined outbound call campaigns.

OLAP On-line analytical processing. Related to the Reporting application.

OPER_DIR The default queue for passing personal inbound calls within the BCM system

Outbound Outgoing (contact events).PBX (private branch exchange) A traditional corporate telephone system which usually includes

switchboard hardware.PDC (Predictive Dialing Controller) A CEM module which runs the outbound campaigns. Used in the

Outbound Desktop application.Person An external individual in the CPM database. Persons are not

connected to companies and are usually private persons.POP (point-of-presence) An internet access point which has a unique IP address and

provides access to the rest of the Internet.Presence A status in the PRS system when a user is free and can be reached.Prompt An audio message file in the WAV format.PRS (Personal Reachability Services) Functions related to the availability information. The selected PRS

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PRS profile An absence, presence or conference profile which defines how inbound calls are handled when an appropriate profile is selected.

PSTN (public switched telephone network)

The collection of interconnected public telephone networks and systems.

Queue routing The rules for offering calls to the agents who are serving in the queues in the auto-allocation mode.

R number The term used for the original external source number (the A number) in the following special case: the system is configured to display the original number even if the call has been forwarded within the system before it is finally forwarded to another external number. Normally the system displays the personal extension number or the queue number as the source number.

Reporting An application using data warehouse technology for effective reporting.

RTP (Real-time Transport Protocol) A standard protocol for audio, video, data, internet phone, and VoIP transmissions.

SBR (skill-based routing) A queue routing method in the software. The software offers calls to the agents who are most suited to take the call.

Segment A target group which is created in the CPM database and displayed as a directory in the CDT or CMC application. It contains persons, contacts, and companies. Segments may be company-wide (created in the CPM Administrator application) or personal (created in the CDT or CTM application).

SIP (Session Initiation Protocol) A standard protocol for audio, video, data, internet phone, and VoIP transmissions.

SMS (short message service) The method for delivering short messages to mobile phones.SOAP (Simple Object Access Protocol) The method which allows an exchange of data between

applications running on different platforms.SQL (Structured Query Language) A programming language used for database queries and updates.

May also refer to a database server or program.SRTP (Secure RTP) Configuration that uses encryption in the RTP signalling.Superior-assistant A role related to special queue functions.Switchboard Traditionally hardware (a telephone routing table) for routing and

connecting calls to other users.System Administrator An administration application related to the system data and

configuration.TAPI (Telephony Application Programming Interface)

A programming interface which allows you to make telephone and video calls using computers.

TCP/IP (Transmission Control Protocol/Internet Protocol)

A method and language for sending data between computers on the Internet.


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Terminal The core module required for the phone functions in the Communication Desktop (CDT) application. This ActiveX component is installed on a client workstation.

User Administrator An administration application where user accounts and their rights are created and maintained.

UTC (Coordinated Universal Time) The standard time system used in the software. Times in different time zones are calculated in relation to the UTC time.

WLAN (wireless local area network) A group of computing devices which are used over a wireless link within a limited geographical area.

Voicemail Traditionally a telephone answering service where callers can leave messages into a voicemail box. Also an application in the BCM system.

VoIP (Voice over internet protocol) A method for transferring voice signal over the Internet.VPN (virtual private network) A method for offering remote users secure access to a network.VU (virtual unit) A group of technical services that are managed as a single unit.

Related to the system infrastructure. BCM software is installed in the virtual units that have redundant instances on two or more physical computers. HAC controls that one of the instances is active at a time.


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