INDeX Voice Manager
Call Flow Manager
38HSC00001SBW Issue 9 (20/02/2002)
Overview of Call Flow Manager
Page 2
Contents
Call Flow Manager .........................................................................................................3
Overview of Call Flow Manager...................................................................................3
Installing Call Flow Manager........................................................................................3
Important Concepts .....................................................................................................4
Tree View ....................................................................................................................5
Action Toolbar/Action Types........................................................................................6
The Standard Toolbar..................................................................................................8
Using Call Flow Manager ..............................................................................................9
Starting Call Flow Manager .........................................................................................9
Opening an Existing Action plan..................................................................................9
Arranging Actions Plans ..............................................................................................9
Connecting to a Server ..............................................................................................10
Displaying and Moving Toolbars................................................................................11
Saving an Action Plan................................................................................................11
Printing the Action Plan .............................................................................................12
Altering the CLI Directory...........................................................................................13
Altering the DDI Directory ..........................................................................................14
Adding New Actions ..................................................................................................15
Modifying Actions ......................................................................................................15
Adding a Connection .................................................................................................15
Modifying Connections ..............................................................................................16
Deleting Actions & Connections ................................................................................16
Testing an Action Plan...............................................................................................17
Action Types ................................................................................................................18
Start Action ................................................................................................................18
Announcement Action ...............................................................................................19
Give Menu Action ......................................................................................................20
Menu Properties (Advanced) .....................................................................................21
Leave Voicemail Action .............................................................................................21
Security Access Action ..............................................................................................22
Access Code Properties ............................................................................................23
Set Condition Action ..................................................................................................24
Condition Choice Action ............................................................................................25
CLI Choice Action......................................................................................................26
DDI Choice Action .....................................................................................................27
Read Voicemail Action...............................................................................................28
Route by Tones Action ..............................................................................................29
Transfer Call Action ...................................................................................................30
Hangup Action ...........................................................................................................30
Answer Call Action ....................................................................................................31
Callback Request Action............................................................................................31
CCM Reporting Action ...............................................................................................32
Agent Assist Run Dialogue Action .............................................................................32
Agent Assist Agent Access Action.............................................................................32
Speech Editor...............................................................................................................33
Edit ............................................................................................................................33
Appendices ..................................................................................................................34
Appendix A: Importing CLI Numbers .........................................................................34
Index .............................................................................................................................35
Call Flow Manager
INDeX Voice Manager
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38HSC00001SBW Issue 9 (20/02/2002)
Overview of Call Flow Manager
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Call Flow Manager
Overview of Call Flow Manager
The purpose of Call Flow Manager is to create action plans for the INDeX
Voice system. Action plans instruct the INDeX Voice Manager on how to
handle incoming calls.
An action plan consists of actions (e.g. Make Announcement, Hangup, etc)
with connections to one or several following actions. Which connection is
taken by a call depends on the type of action and its settings.
Example:
Below is an example of a simple action plan.
– The Start action ( ) appears at the beginning of a sequence of call flow
controls. It defines (within its properties) the group number for calls that
should follow that call flow sequence.
– The first action in this case is a Menu action ( ) which will route callers
to different following actions depending on which key they press. In this
example:
– If callers press # they go to a Leave Voicemail action ( ).
– If a caller just holds then they go to a Hangup action ( ).
Installing Call Flow Manager
Installation of the Call Flow Manager Client and Server software is detailed
in the INDeX Voice Server Installation manual. This manual covers the use
of the Call Flow Manager client to create action plans.
Call Flow Manager
INDeX Voice Manager
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Important Concepts
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Important Concepts
This section lists the key ideas to understand about the Call Flow Manager.
– Live Configuration:
The action plan file 'actmgr.act' (found in c:\sdx\bin on the server) is the
plan used by the Call Flow Manager for real call control. It is wise to
save the plan under a different name on the Client PC before editing it.
– Call Flow Server:
This part of Call Flow runs on the INDeX Voice Server. It holds the
currently active action plan for the INDeX Voice Manager.
– Call Flow Manager Client:
This is the program covered by this manual. It runs on a Windows
95/98/NT/2000 PC connected by a LAN to the Voice Server.
– Action Plans:
The Call Flow Manager can create and edit multiple action plans. It can
send one of those plans to the INDeX Voice Manager to become the
'live' plan for calls.
– Actions:
Each action in a plan uses action types selected from a library of
possible actions. See "Action Types" on page 18.
– Connections:
These link the different actions. Each represents a different event or
action by the caller and the action that should follow.
– Conditions:
Some actions use conditions (e.g. "Is it Friday and during working
hours?"). Calls then follow different connections according to whether
the condition is currently 'true' or 'false'. Conditions are created using
the Conditions Manager (refer to the Conditions Manager Manual).
– Tree View:
Shows an action plan as an expandable/shrinkable list.
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Tree View
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Tree View
The left hand side shows a list of actions used. Those actions with a +
symbol can be expanded (by clicking on the +) to show their connections.
Those actions with a - symbol can be contracted (by clicking on the -) to
hide their connections. Right-clicking the mouse on any action or
connection will display its properties.
The right hand side shows a palette of Actions Types. Clicking and
dragging an Action Type over to the action plan will display its settings and
then add those as a new action in the action plan.
Quick Summary:
– Expand: Click on a + symbol to display connections.
– Contract: Click on a - symbol to hide connections.
– Display properties: Right-click on an action or connection.
– Add connection: Click and drag the connection tool to the starting
action (or press Insert).
– Jump to following action: Double-click on the connection.
– Test action: Click on or select Tools | Test.
– Delete: Drag an action or connection to the waste bin (or press Delete).
– Move: You can click and drag actions up and down the tree.
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Action Toolbar/Action Types
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Action Toolbar/Action Types
The same action can be used several times within an action plan. Each
time you use an action it has an identifying name. The available action
types are listed below. For full details of each see, "Action Types" on page
18.
–
Start: Sets the incoming directory number that triggers use of the
Start action and its following actions. A plan can contain several Start
actions, each with a unique name and properties.
–
Make Announcement: Play a pre-recorded announcement to the
caller.
–
Give Menu: Select the next action based on which key the caller
presses.
–
Security Access: Select the next action based on the password the
caller enters.
–
Call Flow Manager
INDeX Voice Manager
Set Condition: Force a condition to be 'true' or 'false'.
–
Condition Choice: Select the next action based on a condition's
current state.
–
CLI Choice: Select the next action based on the CLI of the caller.
–
DDI Choice: Select the next action based on the DDI the caller
dialed.
–
Read Voicemail:
Start a voicemail reader program.
–
Leave Voicemail:
Start a voicemail recording program.
–
Transfer Call:
Transfer the caller to a specified number.
–
Route by Tone:
Transfer the call using the 'Transfer to' setting of the mailbox number
that the caller dials.
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Action Toolbar/Action Types
Call Flow Manager
INDeX Voice Manager
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–
Hangup:
End the call, disconnects the caller.
–
Answer Call:
Changes the status of a call from 'connected' to 'answered'. Allows you
to control when the INDeX CCM reports calls handled by the INDeX
Voice Manager as answered.
–
Callback Request:
Records the call's details (CLI and target number) and displays them in
the INDeX Call Centre Manager's Callback Request List.
–
CCM Reporting:
Associates reporting categories for INDeX CCM reports with any calls
routed via the action type. Allows historical reporting of caller's chosen
routes through the callflow.
–
Agent Assist Run Dialogue:
Routes callers into an Agent Assist service. This option only appears if
Agent Assist is licenced on the Voice Manager server.
–
Agent Assist Agent Access:
Allows agent to access the messages held by an Agent Assist service.
This option only appears if Agent Assist is licenced on the Voice
Manager server.
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The Standard Toolbar
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The Standard Toolbar
The Standard Toolbar appears as:
–
–
–
–
–
–
–
–
–
Open Action Plan:
Open an existing action plan file. See "Opening an Existing Action plan"
on page 9.
Save Action Plan:
Save the current action plan file. See "Saving an Action Plan" on page
11.
Save and Make Live:
Save the current action plan and make it the active ('live') plan on the
INDeX Voice Manager (i.e. save it as Actmgr.act on the Server)
Delete:
Delete the highlighted action or connection. Note that actions with
existing connections cannot be deleted until all connections have been
removed first.
Jump to Next Action:
If a connection is highlighted, clicking this button jumps to the following
action.
Test Action:
Runs a test of the action plan starting at the highlighted action.
Requests any CLI or DDI details necessary for the test.
CLI Directory:
Used to store and associate a name with any known CLI numbers. The
directory entries are then available for use by CLI Choice actions. See
"Altering the CLI Directory" on page 13.
DDI Directory:
Used to store and associate a name with any known DDI numbers. The
directory entries are then available for use by DDI Choice actions. See
"Altering the DDI Directory" on page 14.
Print:
Print the action plan. See “Printing the Action Plan” on page 12.
Quick Summary:
– Hide/show: Select View | Standard Toolbar.
– Alter button size: Select View | Large Buttons.
– Move toolbar: Click on the grey area around the buttons and drag the
toolbar to the position required.
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Starting Call Flow Manager
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Using Call Flow Manager
Starting Call Flow Manager
1. In the INDeX Taskbar, locate and double-click on the Call Flow Manager
icon ( ).
2. The Call Flow Manager will connect to the server that the INDeX
Taskbar is logged onto.
– If Find Server appears, see "Connecting to a Server" on page 10.
3. The Call Flow Manager will load the Live Configuration from the server.
– Use File | Save as to save the Live Configuration under another
name to your Client PC.
– Edit and test the saved copy of the action plan.
– Only when you are sure that the new action plan is okay should you
use File | Save & Make Live.
Opening an Existing Action plan
1. Click on or select File | Open.
2. This displays a normal Open file dialog. Use this to select the action
plan file required (action plan files have the extension .act).
– Clicking on File also displays the last five opened actions plans.
Click on a file name in the list to open that file.
Arranging Actions Plans
The Call Flow Manager allows you to open several action plans at the
same time. Each plan appears in its own resizeable window within the Call
Flow Manager window.
Each action plan window has standard Windows controls to maximize,
minimize and close. The Window option in the menu bar provides controls
to organise the open action plans.
1. Select Window from the menu bar.
– Cascade arranges the action plans (except those minimised) in a
stack with the title bars visible and the current action plan on top.
– Tile arranges the action plans (except those minimised) to equally fill
the Call Flow Manager window.
– Arrange icons puts all the minimised action plans at the bottom of
the Call Flow Manager window.
– The file list shows the name of the open action plans with a tick mark
against the currently selected plan.
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Connecting to a Server
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Connecting to a Server
When run, the Call Flow Manager client needs to connect to an INDeX
Voice Server.
Normally there is only one suitable server on a system and the Call Flow
Manager is pointed at that server during installation, however that may not
always be the case.
1. From the menu bar, select File | Server connection.
2. A list of detectable servers appears.
3. Highlight the required server and then select Connect. There may be a
short pause whilst the client and server connect.
4. If the required server does not appear in the list or no servers appear in
the list, select Advanced>>. Select Search Specific Machine, Domain
or Workgroup, enter Voice and then click on Search.
5. When the required server is displayed, highlight it and then click on
Connect. There may be a short pause whilst the client and server
connect.
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Displaying and Moving Toolbars
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Displaying and Moving Toolbars
Many of the tools bars in Call Flow Manager are 'floating toolbars'. This
means that they can be moved around the Call Flow Manager window to a
position you prefer.
The View menu also contains controls to show or hide different toolbars
and select large or normal buttons.
To move a toolbar:
1. Position the cursor on the grey area adjacent to a button in the toolbar.
2. Click and drag the toolbar to the required position. If the position is near
the edge of the window then the toolbar will 'dock' with the window.
To select/hide toolbars:
1. Select View in the menu bar.
2. Select on the toolbar to show or hide, current options are Standard
Toolbar and Status Bar.
To select large buttons:
1. Select View in the menu bar.
2. Select Large Buttons.
Saving an Action Plan
There are three options for saving plans, Save, Save as … and Save and
Make Live. You can save plans on your client PC but only the live plan
(actmgr.act) can be saved on the Server. Note that plans saved on your
client PC may not be accessible by other CallFlow Manager clients.
To save an action plan:
1. Click on
or select File | Save from the menu bar.
– Using the Window's controls to close an action plan that has been
altered will display an option to save the plan.
To save an action plan to a new name/location:
1. Select File | Save As… from the menu bar.
2. Use the file dialog box to set the file name and location.
To save a plan and make it the live plan:
The INDeX Voice Manager's live plan is actmgr.act found in c:\sdx\bin on
the Voice Server.
1. Click on
or select File | Save & Make Live.
2. Any changes to the action plan are saved. A copy of the plan is also
saved as actmgr.act on the server and becomes the live plan.
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Printing the Action Plan
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Printing the Action Plan
The Call Flow Manager can print an action plan. Call Flow Manager uses
the current default Windows printer settings.
1. Click on or select File | Print.
An example action plan print out is shown below:
*** ACTIONS LISTING – Page 1 ***
Start Here (Start Action)
Group Number: 2000
Connections
Next Action -> Time Of Day
Time of Day (Condition Choice Action)
Condition: Working Hours
Connections
FALSE -> Night Welcome
TRUE -> Day Welcome
Day Welcome (Menu Action)
Instructions: Morning Welcome
Invalid Prompt: (0.00 sec)
Timeout Prompt: (0.00 sec)
No of Retries: 3
Timeout(sec): 10
Repeat Instructions: Yes
Connections
0 Key -> Operator
8 Key -> Auto-Attendant
9 Key -> Voice Drop
Hash Key -> Message Desk
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Altering the CLI Directory
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Altering the CLI Directory
The CLI directory contains all the CLI (Caller Line Identification) entries that
you want the INDeX Voice system to recognise. You use these when you
insert a CLI Choice action into the action plan (see "CLI Choice Action" on
page 26).
Note: The CLI Directory is part of the action plan being edited and not a
directory shared between plans.
To alter the CLI Directory:
1. Click on or select Settings | CLI Directory. The CLI Directory
window appears.
2. Select the actions required:
– To delete a CLI entry, highlight it and then select Delete.
– To modify a CLI entry, highlight it and then select Modify….
– To add a new CLI entry, select Add….
– The Import option is used to link to an existing database containing
CLI numbers. For more details see "Appendix A: Importing CLI
Numbers" on page 34.
3. When adding or modifying a CLI entry, the CLI Directory Entry window
appears. Enter the setting as required and then select OK.
– Name: The name of the person or company ringing from this number.
– Area Code: The area code for the number. 01 is supplied by default
to which the rest of it needs adding.
– No: The local telephone number of the caller.
– Extension: The caller’s internal extension if applicable.
4. When finished altering the CLI Directory entries, click on OK to save the
changes.
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Altering the DDI Directory
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Altering the DDI Directory
The DDI directory contains DDI (Direct Dialling Inwards) numbers that
INDeX Voice should recognise. You use these when you insert a DDI
Choice action into the action plan (see "DDI Choice Action" on page 27).
Note: The DDI Directory is part of the action plan being edited and not a
directory shared between plans.
To alter the DDI Directory:
1. Click on the button or select Settings | DDI Directory. The DDI
Directory window appears.
2. Select the actions required:
– To delete a DDI entry, highlight it and then select Delete.
– To modify a DDI entry, highlight it and then select Modify….
– To add a new DDI entry, select Add….
3. When adding or modifying a DDI entry, the DDI Directory Entry window
appears. Enter the setting as required and then select OK.
– Name: The name of the person or company who is being rung on this
number.
– No: The telephone number of the called person or company. This
must match the digits presented to the INDeX telephone system.
4. When finished altering the DDI Directory entries, click on OK to save the
changes.
Call Flow Manager
INDeX Voice Manager
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Adding New Actions
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Adding New Actions
To add an action:
1. Click on the required action type icon and drag it to the tree view.
2. The properties menu for the action type appears (see "Action Types" on
page 18). At a minimum enter a name for the action and click on OK (or
Cancel to stop).
3. The new action is added to the end of the list of actions. You can click
and drag it to another position if required.
Modifying Actions
You can edit an action by right clicking the cursor when over the action.
This then displays the properties menu for that type of action (see "Action
Types" on page 18).
When finished select OK to save the changes or Cancel to clear the
changes.
Adding a Connection
Use the following method to create a connection between two actions.
To add a connection:
1. Click and drag the symbol over the starting action or highlight the
action and press insert.
2. The Select Connection End menu appears.
3. Select the action where the connection should end and click on OK.
4. If the starting action supports several possible connections, the
Connection Properties menu appears.
5. Use the From: drop-down list to select the event that should cause the
connection to be used and then click on OK.
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Modifying Connections
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Modifying Connections
You can edit a connection by right clicking the cursor when over the
connection. This then displays the connection properties menu.
– Starts at:
– Action:
The name of the action where the connection starts.
– From:
The name of the event in the starting action that causes the
connection to be used. If the action supports several connections,
this item is a drop-down list of available events.
– Finishes at:
The name of the action where the connection ends.
Deleting Actions & Connections
Actions and connections are deleted in the same way. However, an action
cannot be deleted until all connections to or from it have been deleted or
redirected.
To delete actions or connections:
1. Select the action or connection to delete.
2. Click and drag the action/connection to the waste bin or click on
select Edit | Delete from the menu bar or press the Delete key.
Call Flow Manager
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or
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Testing an Action Plan
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Testing an Action Plan
It is possible to test an action plan, starting from any specific action, without
having to make it the live plan. During the test, if the Call Flow Manager
requires information to determine which following connection to use, that
information is requested on screen.
To run a test:
1. Highlight the action at which you want to start the test.
2. Click on the button or select Tools | Test.
– No. to:
This is the extension to which you want Call Flow Manager to play the
prompts.
– CLI:
If the action plan includes a CLI Choice action, this box allows you to
associate a CLI number with the test.
– DDI:
If the action plan includes a DDI Choice action, this box allows you to
associate a DDI number with the test.
– Conditions:
Allows you to preset for the test any conditions that are used by the
action plan. A tick mark indicates the condition is true.
3. To start the test, click on the button.
4. To stop the test at any point click on STOP.
5. When testing has finished select Close.
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Start Action
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Action Types
Start Action
The Start action begins a sequence of actions. It defines the original
target directory number that triggers use of the following actions. It is
possible to have several start actions, each with different starting numbers.
– Monitored Directory No
– Standard Voicemail:
Route calls arriving directly (to the voicemail number set in the INDeX
telephone system configuration). Use the External check box to
indicate whether the action routes internal or external calls.
– Specific Group:
The system uses the current first disposition of the Call Control Plan
or pilot number routing the call.
– Answer:
Sets the status of all calls handled by the INDeX Voice Manager as
'answered' if ticked or 'connected' if not ticked The status is used by
INDeX Call Centre Manager for reporting purposes.
– Next Action:
The name of the next action. The action is set by adding a connection
(see page 15).
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Announcement Action
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Announcement Action
The Announcement action plays a recorded message to callers.
– Announcement:
The message to play to callers. Use the Edit button to change the
announcement.
– Next:
The name of the action to follow. The action is set by adding a
connection (see page 15).
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Give Menu Action
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Give Menu Action
The Give Menu action allows callers to select the service required by
pressing the corresponding DTMF key.
– Instructions:
The message played to callers stating the keys to press to obtain
services. Use the Edit button to change the message.
– Invalid Input:
The message played if the caller presses a key with no following action
set.
– 0 - 9, *, # Key:
The action to take if the caller tone dials the corresponding key. The tick
boxes indicate whether the key tone should be passed on (no tick) to the
next action or absorbed (ticked). The actions are set by adding a
connection (see page 15).
– Note: If routing to an Agent Assist service ensure that the tick box is
ticked. Leave unticked only if the following action is a Route by
Tones action and the tone matches the first digit of the extension
range.
– No. of Retries Allowed:
The number of times the caller can try to enter a valid digit before the
Max Attempts Action (see below) is used.
– Repeat Instructions:
If ticked then the Instructions message is repeated after the Wait for
Answer period or the Invalid Input message.
– Wait for Answer:
The time allowed for the caller to enter a digit (ie. a DTMF tone).
– Timeout Action:
The action used if no key is pressed. The action is set by adding a
connection (see page 15).
– Advanced…:
Allows actions to be assigned to additional tone keys. See "Menu
Properties (Advanced)" on page 21.
– Max Attempts Action:
The action used if no valid key is pressed after the number of retries
allowed. The action is set by adding a connection (see page 15).
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Menu Properties (Advanced)
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Menu Properties (Advanced)
This is a sub-menu of the Give Menu actions' properties (see "Give Menu
Action" on page 20). Some DTMF phones and devices can produce tones
in addition to the standard 0-9, * and # keys. The additional tones are A, B,
C and D.
The action for each tone is set by adding a connection (see page 15).
Clicking on Close returns to the main Menu properties screen (see "Give
Menu Action" on page 20).
Leave Voicemail Action
Accesses the message desk or a specific mailbox for callers to leave
a message.
– Mailbox Selection:
– Provided by Caller:
If set, then Call Flow Manager requests callers to enter the mailbox
number they require.
– Specific Mailbox:
If set, callers go to the mailbox specified by Mailbox.
– DDI Number:
If set, opens the mailbox that matches the calls DDI number. It uses
the last four digits of the DDI received. For DDI numbers longer than
four digits, only the last four digits are used.
– Next:
The following action if callers hold after leaving a message or do not
select a mailbox. The action is set by adding a connection (see page
15).
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Security Access Action
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Security Access Action
The Security Access action requires callers to enter an access code
before proceeding.
– Instructions:
The instructions played to a caller to request they enter a password.
Use the Edit button to change the message.
– Invalid Input:
The message played if an incorrect password is entered.
– Timeout:
The message played if the caller does not respond within the Duration
specified.
– Unknown Code:
The action used if the No. of Retries Allowed is exceeded. The action
is set by adding a connection (see page 15).
– Timeout:
The action to take if no password is entered within the Duration period.
The action is set by adding a connection (see page 15).
– Access Codes:
Displays the valid user names. Each code can have a different following
action set by adding a connection (See "Access Code Properties" on
page 23).
– No. of Retries Allowed:
The number of times the caller can try to enter a valid password before
following the Unknown code action connection.
– Repeat Instructions:
If set, then the Instructions are repeated after each incorrect try and the
Invalid Input message.
– Duration:
The time allowed for the caller to enter the first digit of a password.
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Access Code Properties
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Access Code Properties
The Access Code Properties menu is used by the Security Access action
(see "Security Access Action" on page 22) to setup each Access Code.
– User:
The name of the user to which the access code applies.
– Access Code:
The password. When it is typed in it appears as stars. Note, the length
of all the passwords must be the same.
– Confirmation:
The password repeated. If different from the one entered under Access
Code then an error message is displayed.
– Action if Entered:
The actions to follow if the access code is entered. The action is set by
adding a connection (see page 15).
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Set Condition Action
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Set Condition Action
The Set Condition action allows you to manually switch a condition to
'true' or 'false'. Conditions are defined by the Conditions Manager. Note
that this can only be applied to conditions that contain no elements, ie.
manual conditions.
– Name:
The name of the condition to set. It is selected from the drop down list of
available manual conditions. Clicking on Edit starts the Conditions
Manager at the appropriate condition's settings.
– True:
If set then the named condition is forced to 'true'.
– False:
If set then the named condition is forced to 'false'.
– Next Action:
The name of the action to follow. The action is set by adding a
connection (see page 15).
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Condition Choice Action
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Condition Choice Action
The Condition Choice action links to different following actions
depending upon whether a named condition returns 'true' or 'false'.
Available conditions are defined using the Conditions Manager.
– Name:
The name of the condition to use. It is selected from the drop down list.
Clicking on Edit starts the Conditions Manager at the appropriate
condition's settings and allows additional conditions to be added.
– Action if True:
The next action if the condition is true. The action is set by adding a
connection (see page 15).
– Action if False:
The next action if the condition is false. The action is set by adding a
connection (see page 15).
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CLI Choice Action
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CLI Choice Action
The CLI Choice action links to different actions based on the caller's
CLI (Calling Line Identifier) from digital line.
– Known CLI:
– Directory Entries:
Shows the names of CLI numbers selected from the CLI directory.
Each name can have a different following action set by adding a
connection (see page 15).
– Add:
Displays the CLI Directory from which you can select a new CLI to
add (see "Altering the CLI Directory" on page 13).
– Delete:
Delete the highlighted CLI from the list (but not from the main CLI
directory).
– Exceptions:
– Unknown CLI:
The following action if the caller's CLI number does not match any of
the Directory Entries. The action is set by adding a connection (see
page 15).
– No CLI:
The following action if the call provides no CLI number. The action is
set by adding a connection (see page 15).
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DDI Choice Action
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DDI Choice Action
The DDI Choice action links to different actions based on the DDI
(Direct Dialing Inwards) dialed by the caller. Requires the call to arrive on
ISDN.
– Known DDI:
– Directory Entries:
Shows the associated name of DDI numbers selected from the DDI
directory. Each name can have a different following action set by
adding a connection.
– Add:
Displays the DDI Directory from which you can select a new DDI to
add (see "Altering the DDI Directory" on page 14).
– Delete:
Delete the highlighted DDI from the list (but not from the main DDI
directory).
– Exceptions:
– Unknown DDI:
The following action if the caller's DDI number does not match any of
the Directory Entries. The action is set by adding a connection (see
page 15).
– No DDI:
The following action if the call provides no DDI number. The action is
set by adding a connection (see page 15).
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Read Voicemail Action
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Read Voicemail Action
Accesses a mailbox for callers to retrieve messages.
– Mailbox Selection:
– Caller Extension:
If set, then Call Flow Manager uses the mailbox that matches the
caller's extension number (if internal).
– Specific Mailbox:
If set, callers go to the mailbox specified by Mailbox.
– Caller Dialled:
If set, callers are requested to dial the number of the mailbox they
require.
– Next:
The following action if no valid mailbox is selected or the caller holds
after checking the messages. The action is set by adding a connection
(see page 15).
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Route by Tones Action
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Route by Tones Action
Allows callers to dial the mailbox number of the person to whom they
want to speak. The call then follows that mailbox's Transfer to settings.
– Prompts:
– Greeting/Instructions:
The greeting played to callers. Use the Edit button to change the
greeting.
– Unknown Extension:
The message played to callers who dial a number that has no
matching mailbox.
– Timeout:
The message played if a caller does not dial a number. It is followed
by the Timeout action (see below).
– Retries:
– Number Permitted:
The number of tries to enter a recognised number allowed before the
Max Exceeded Action is used. Do not set this to zero.
– Max Exceeded Action:
The following action if a caller enters an invalid mailbox number too
often. Set by adding a connection (see page 15).
– Timeout:
– Maximum Wait:
The time that the caller has to enter a number after the
Greeting/Instructions message. The default is 5 seconds.
– Timed-out Action:
The following action used if the caller does not dial a number. The
action is set by adding a connection (see page 15).
– Next Action:
Used if the dialed mailbox has no Transfer to active and the caller
presses * after leaving a message in the mailbox.
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Transfer Call Action
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Transfer Call Action
Transfers the call to a given number using either supervised or
unsupervised mode.
– Transfer:
– Target:
The number to which the calls should be transferred.
– Supervised:
If ticked then the transfer is supervised, ie. if not answered, the call
returns to the Call Flow Manager. This option does not work with
Pilot numbers.
– Ring Time:
Sets how long a supervised transfer should ring before returning to
the Call Flow Manager and following the Next action. Remember that
this may overridden by the called extension's own diverts and ringer
timeout if shorter.
– Next:
The following action for supervised transfer calls that return as
unanswered. The action is set by adding a connection (see page 15).
Hangup Action
Used to disconnect calls. This action has no parameters.
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Answer Call Action
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Answer Call Action
Calls answered by INDeX Voice Manager are given the status of
either 'connected' or 'answered' by their Start action (see "Start Action" on
page 18). This status is used by the INDeX Call Centre Manager.
The Answer Call action can be used to change the status of calls routed
through it from 'connected' to 'answered'.
– Next:
The following action set by adding a connection (see page 15).
Callback Request Action
The INDeX Call Centre Manager maintains a list of callback requests
along with details of the caller. Details of calls routed to a Callback
Request action are added to that list.
The action captures the callers CLI number if available and then prompts
the caller to confirm or change the number. If no CLI is available the action
prompts the caller to enter a number.
– Next:
The following action set by adding a connection (see page 15).
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CCM Reporting Action
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CCM Reporting Action
This action associates a Group Name and Topic Name with all calls
routed via it. The INDeX CCM uses those settings to separate reports on
calls routed via different instances of a CCM Reporting action.
Note: There must be a CCM Reporting action with no Reporting Data
settings at the end of each chain of actions.
– Reporting Data:
The Group Name and Topic Name specified in the action are used by
the CCM to group reports on calls routed via the action.
– Next Action:
The following action set by adding a connection (see page 15).
Agent Assist Run Dialogue Action
This action is only available if Agent Assist is licenced on the Voice
server. It provides an option to route callers into an Agent Assist service.
For details refer to the Agent Assist Administration Manual.
Agent Assist Agent Access Action
This action is only available if Agent Assist is licenced on the Voice
server. It provides an option for agents to call into an Agent Assist service
to process messages. For details refer to the Agent Assist Administration
Manual.
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Edit
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Speech Editor
Edit
Clicking on an Edit… button next to a prompt, message or greeting within
any properties menu displays the Speech Editor controls. It is important to
note that prompts recorded through Call Flow Manager are stored as part
of the action plan file.
– Name:
An informational name for the recording.
– No. to Dial:
The extension to or from which playing and recording of speech takes
place.
– Duration:
For information only, shows the length of the current recording.
– Advanced:
Clicking on this button displays/hides extra controls.
– Script:
Allows a text script to be added. This may help during recording of
the message.
– Import:
Creates a link to an existing recording. This option supports a range
of sound file formats. Note that if the file is moved or altered the
changes affect the INDeX Voice Manager. Recording a new prompt
removes the link without altering the linked file.
– Export:
Export the recording as a file to a range of sound file formats.
– Delete:
Deletes the recorded prompt.
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Appendix A: Importing CLI Numbers
Page 34
Appendices
Appendix A: Importing CLI Numbers
The Import button in the CLI Directory allows CLI number and associated
names to be copied from an existing database of CLI numbers and names.
This can be used to add new entries or to replace existing entries.
The import function uses standard Microsoft database query functions and
so can utilise a wide range of database and spreadsheet types. It will
however expect two key fields for each entry, a name field and a number
field.
– The format of the name field should be "Text".
– The format of the number field should also be "Text". The number
should take the form:
area_code number Xextension
For example 01707 392200 X4311. The use of the spaces between
each part and the X before the extension number are important (this can
be replaced by an x, E or e). Note also that the extension number part is
optional.
– area code: Must consist of digits only. Up to eight digits maximum
and the first digit must be zero. If otherwise then will be imported as
part of the number.
– number: Up to a maximum of 20 digits. If otherwise then it will be
imported as part of the extension number. Any non digits are ignored
except for X, x, E or e which can be used to signify that the following
digits are for the extension number.
– extension: Up to six digits maximum, any additional digits will be
ignored. Any non digits are ignored.
To import CLI data from an existing database :
1. Select Start | Settings | Control Panel. Open ODBC and ensure that
Microsoft Text Driver is present in Drivers.
• If it is not present close all programs & install ODBC components
from the INDeX Applications Service Pack CD-ROM.
2. Select CLI Directory and then Import.
3. Select Machine Data Source & create a new one by clicking New.
4. Select User Data Source. Select Microsoft Text Driver, click Next
and then Finish.
5. Type in a data source name.
6. Remove the tick from Use current directory. Click Select Directory
and choose the location of the file to be imported.
7. Click Options. Click Define format. Click on the file to be imported.
8. Tick Column name header. Ensure format is CSV Delimited.
9. Click Guess, the fields NAME and NUMBER should appear.
10. Check that the data type for each for field is Char and click OK. (Ignore
error if one appears & click OK).
11. The import dialogue box should now have appeared. “TABLE” refers to
the name of the file to be imported. The fields “NAME” and “NUMBER”
should be matched to relevant fields. Choose whether to append to the
existing data or replace.
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Index
A
C
A Tone...................... 21
Access Code
Properties............. 23
act file ....................... 11
Action
Add........................ 15
Agent Access ...... 32
Announcement.... 19
Answer Call ......... 31
Callback Request 31
CLI Choice ........... 26
Condition Choice 25
DDI Choice .......... 27
Delete ................... 16
Hangup................. 30
Leave Voicemail . 21
Make
Announcement 19
Menu..................... 20
Properties............. 15
Read Voicemail... 28
Route by Tones... 29
Run Dialogue....... 32
Security Access .. 22
Set Condition....... 24
Start ....................... 18
Test action ........... 17
Transfer Call........ 30
Action Give Menu ... 20
Action if false ........... 25
Action if true............. 25
Action plan
Open ....................... 9
Save...................... 11
Save & Make Live
........................... 11
Save as ................ 11
Testing.................. 17
Action Plan
Print ...................... 12
Action toolbar
Hide ...................... 11
actmgr.act ................ 11
Add
Action.................... 15
CLI ........................ 13
Connection........... 15
DDI........................ 14
Agent Access .......... 32
Agent Assist............. 32
Announcement........ 19
Answer Call ............. 31
Arrange icons ............ 9
C Tone ..................... 21
Call transfer ............. 30
Callback Request ... 31
Cascade..................... 9
Check messages.... 28
CLI
Test....................... 17
CLI Choice............... 26
CLI Directory ..... 13, 26
Collect messages ... 28
Condition
Test....................... 17
Condition Choice .... 25
Connection
Add ....................... 15
Delete ................... 16
Finishes at ........... 16
Modify................... 16
Properties ............ 16
Starts at................ 16
Connection end....... 15
Connection Properties
.............................. 15
B
B Tone...................... 21
Buttons ..................... 11
D
D Tone ..................... 21
DDI
Test....................... 17
DDI Choice .............. 27
DDI Directory..... 14, 27
Delete
Action ................... 16
Connection .......... 16
Delete CLI................ 13
Delete DDI ............... 14
Disconnect action ... 30
DTMF menu ............ 20
E
Edit…........................ 33
Export prompt ......... 33
F
File
Open....................... 9
Print ...................... 12
Save ..................... 11
Save & Make Live
........................... 11
Save as ................ 11
Server connection
........................... 10
Find Server.............. 10
Finishes at ............... 16
Floating toolbar ....... 11
G
Give Menu ............... 20
Greeting
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INDeX Voice Manager
Record ................. 33
Group number........... 18
H
Hangup .................... 30
I
Import prompt.......... 33
L
Large buttons .......... 11
Last files opened ...... 9
Leave Voicemail ..... 21
Live plan .................. 11
M
Mailbox
Leave message .. 21
Mailbox selection.... 28
Make Announcement
.............................. 19
Make live ................. 11
Manual condition .... 24
Menu ........................ 20
Message
Record ........... 21, 33
Message desk......... 28
Modify
Action ................... 15
N
Name
CLI ........................ 13
DDI ....................... 14
New
Action ................... 15
CLI ........................ 13
DDI ....................... 14
Number
Access Codes..... 22
CLI ........................ 13
CLI Choice........... 26
DDI ....................... 14
DDI Choice .......... 27
Actions Manager ...9
Run Dialogue ...........32
Running a test .........17
S
Save ..........................11
Save & Make Live ...11
Save as.....................11
Script.........................33
Search for server.....10
Security Access.......22
Select connection end
...............................15
Select server............10
Server
Advanced .............10
Find .......................10
Set Condition ...........24
Settings
CLI Directory........13
DDI Directory .......14
Special tones ...........21
Speech
Record ..................33
Standard toolbar
Hide.......................11
Start
Actions Manager ...9
Start Action................18
Start test ...................17
Starts at ....................16
Status bar
Hide.......................11
Stop test ...................17
Supervised transfer.30
T
O
Target........................30
Test ...........................17
Tile...............................9
Tone menu ...............20
Tone routing.............29
Toolbar
Floating .................11
Move .....................11
Transfer Call ............30
Open action plan ...... 9
U
P
Print .......................... 12
Prompt
Record ................. 33
Properties
Connection .... 15, 16
Modify................... 15
R
Read Voicemail ...... 28
Ring time ................. 30
Route by Tones ...... 29
Run
Unsupervised transfer
...............................30
User access code ...23
V
View
Action Toolbar .....11
Large buttons.......11
Standard Toolbar 11
Status Bar.............11
W
Windows.....................9
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38HSC00001SBW Issue 9 (20/02/2002)
Page 36
Performance figures and data quoted in this document are typical, and
must be specifically confirmed in writing by Avaya before they become
applicable to any particular order or contract. The company reserves the
right to make alterations or amendments to the detailed specifications at its
discretion. The publication of information in this document does not imply
freedom from patent or other protective rights of Avaya, or others.
Intellectual property related to this product (including trademarks) and
registered to Lucent Technologies has been transferred or licensed to
Avaya.
This document contains propriety information of Avaya and is not to be
disclosed or used except in accordance with applicable agreements.
Any comments or suggestions regarding this document should be sent to
"[email protected]".
© Copyright 2002 Avaya ECS Ltd.
All rights reserved.
Avaya Global SME Solutions
Sterling Court
15 - 21 Mundells
Welwyn Garden City
Hertfordshire
AL7 1LZ
England
Tel: +44 (0) 1707 392200
Fax: +44 (0) 1707 376933
Email: [email protected]
Web: http://www.avaya.com
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