IVR_EnterLevel

This tool is used in conjunction with IVR_ExitIVR to track an interaction's movements through an IVR. For accurate reporting, this tool should be placed in a handler such that it is called every time an interaction moves to a new node in an IVR. When called, this tool sets the IVR level's value for the interaction. "Level" in IVR refers to the interaction's use in Interaction Attendant's node tree. When this tool is called, it sets the level value for the interaction on the IC_ATTR_IVR_CURRENT_LEVELS interaction attribute. If IC_ATTR_IVR_CURRENT_LEVELS was already set, this tool will also set the IC_ATTR_IVR_PREVIOUS_LEVELS attribute appropriately.

Notes: What is referred to as "level" by these tools is also referred to as "Nodes" in the online help for Interaction Attendant. "Level" in this sense refers only to the function performed at that tier of the IVR, and does not necessarily have any relation to the linear progression of tiers in the IVR structure. See the help documentation for that application for more information.

IVR is considered to have already started when a level is set. If a level name is set, and there is no value for the levels above, they will be assumed to be "-" for unspecified for the purposes of further IVR processing.

Inputs

CallID

Integer representing the unique identifier for the interaction. Use the Call Id To Integer tool to convert the Call Id to an Integer to pass into this tool.

IVR Level Name

Name of the level being entered. This string is limited to 50 characters. If a name is greater than 50 characters in length, it will be truncated at 50.

IVR Level

Integer indicating Level of the menu being entered. These levels have a value of 1 through 5.

As stated above, level in this sense does not refer to the actual location or tier in the menu structure. Level refers to the function performed at that location. The Interaction Attendant handlers make the following level settings by default:

See the online help for Interaction Attendant for more information on IVR nodes.

Exit Paths

Success

This tool always takes the Success exit path.