Document Identification Name IVR Authoring Tool Manual Ver. 1.0 Date 5/1/2015 IVR Authoring Tool Manual Ubicall Confidential ​
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Document Identification Name IVR Authoring Tool Manual Ver. 1.0 Date 5/1/2015 Introduction The authoring tool is used to define the interactive visual response (IVR) elements of Ubicall. The generated IVR is used for both the mobile SDK and web widget. The authoring is done through a web based tool which is explained in this document. Authoring Process:
The authoring is done by connecting different components to each other. Each component has an input that the other nodes can connect to. The flow of the IVR starts by the ‘StartScreen’ component. Some components have dynamic number of output nodes depending on the user definition. The authoring tool allows the user to save the created IVR and deploy it to the app instantaneously. Notes: 1. The ‘Save’ button saves the IVR at any time regardless of is its validity. The ‘Deploy’ button can’t deploy an invalid IVR so please make sure that all your nodes are connected and reach a terminal end. 2. Any number of components can connect to the input of a node. 3. A component output can connect to single node input. 1.
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The Account Setting: allows you to sign out of the IVR tool Save Button: allows you to save your work. Please note that any changes needs to be saved before deployment to reflect in the App Deploy Button: allows you to deploy your saved IVR design to the SDK. The ‘Deploy’ button deploys the last saved design regardless of any unsaved changes.
Components Bar: This bar has all the components available to author the IVR. This is a drag and drop authoring platform, just drag the needed component to the work area and start connecting nodes together. IVR Design Work Area: This is where you create your IVR design by dragging different components from the components bar. Ubicall Confidential ​
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Document Identification Name IVR Authoring Tool Manual Ver. 1.0 Date 5/1/2015 Components StartScreen: This is the first component needed to build any IVR. The StartScreen has only one output node and does not have any input nodes. The StartScreen can be connected directly to either a ChoiceScreen or a GridScreen. URLScreen: This is a terminal node, which has one input node and no output nodes. The component is used to redirect the user to a certain web address. The web address is specified in the component parameters The web address is entered in the URL field, the screen name define the title of the screen that will load the url inside it. Ubicall Confidential ​
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Document Identification Name IVR Authoring Tool Manual Ver. 1.0 Date 5/1/2015 ChoiceScreen: The ChoiceScreen is a menu screen that allows you to create different choices in your IVR flow. The ChoiceScreen has only one input node and has an unlimited number of output nodes. The number of output nodes is determined by the number of choices inserted by the user in the component parameters. To access the component parameter, you must double click on the component. Each output node has to be connected to another component to be able to have a successful deployment. Note​
: The ChoiceScreen is not a terminal node. To add a new choice the user must click on To Remove a choice the user can click on the button on the same line of the choice. Screen Name is the name of the screen that will appear in the authoring tool once this screen element is created. Ubicall Confidential ​
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Document Identification Name IVR Authoring Tool Manual Ver. 1.0 Date 5/1/2015 GridScreen: The GridScreen is a menu screen that allows you to create a picture grid of different choices in your IVR design. The GridScreen has only one input node and has an unlimited number of output nodes. The number of output nodes is determined by the number of choices inserted by the user in the component parameters. To access the component parameter, you must double click on the component. Each output node has to be connected to another component to be able to have a successful deployment. Note​
: The GridScreen is not a terminal node. To add a new choice the user must click on To Remove a choice the user can click on the button on the same line of the choice. To add a Picture to your grid the user can click on to add any picture in jpg and png format. Screen Name is the name of the screen that will appear in the authoring tool once this screen element is created. Ubicall Confidential ​
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Document Identification Name IVR Authoring Tool Manual Ver. 1.0 Date 5/1/2015 CallScreen: This is a terminal node, which has one input node and no output nodes. This component is used to allow your end­users the possibility to schedule a call­back at their own convenience. Screen Name:​
Name of the screen that will appear in the authoring tool once this screen element is created. Queue Name:​
provides the option for you to choose which queue you would like your customers to be put on. The queue can be created under ‘Queues’ in the admin dashboard. Ubicall Confidential ​
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Document Identification Name IVR Authoring Tool Manual Ver. 1.0 Date 5/1/2015 FormScreen: This is a terminal node that has one input and no output nodes. This component is used to display a dynamic form to the end­user to fill requested data before scheduling a call. This data is displayed to the agent before the call to enable better response time with the customer. The form can have dynamic fields, while fields are of three types: 1. Text field : This type the user can select the type of keyboard (numeric only or alphanumeric) 2. Date field 3. Selector Screen Name:​
Name of the screen that will appear in the authoring tool once this screen element is created. Screen Title:​
Text that appears in the top of the form. This is usually a sentence describing the actual form use. Keyboard:​
Type of keyboard to be displayed on this field (numeric or alphanumeric) . isMandatory:​
Flag that indicates whether this field is mandatory or not . Label:​
A text label that appears beside the field Type:​
The field type which can be either text, date, or selector. See Selector description below. Placeholder:​
Text that appears in the text field until the user starts typing his/her input. The Selector functionality allows you to create a drop down menu with user defined choices. To add more items in the drop down menu press on the button. Ubicall Confidential ​
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Document Identification Name IVR Authoring Tool Manual Ver. 1.0 Date Info Screen: This is a terminal node, which has one input node and no output nodes. This component allows you to add information in text information. Main use cases include FAQ’s, Promotions, or Company Info. Screen Name​
is the field that holds the screen title Screen Content​
is filled in the text area Ubicall Confidential ​
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