- Contents
Interaction Attendant Help
Standard Operations
Standard Operations perform ordinary IVR actions, such as dialing by name, dialing an extension, or transferring the call.
Prompts callers to enter a string of digits.
Prompts a caller to enter the first few digits of an Interaction Client user's first or last name.
Dial Extension transfers a call to the extension of an Interaction Client user. The caller, who must know the number beforehand, enters the extension number.
This operation provides callers with a graceful way to exit a menu system.
Disposition Interaction Dialer Call
This operation dispositions an Outbound call that was placed by Interaction Dialer. You can assign Reason and Finish codes to classify the call for reporting purposes, and then disconnect or transfer the call to a menu, profile, or operator call flow.
Sends a FAX to a caller's FAX machine.
Sets the current language used to play back prompts in other menus.
Logging appends information to the call's Interaction Log. Agents can view this information in Interaction Client to reveal the path that the call took through Attendant. This helps the agent to discern what the caller is looking for without having to ask the caller questions.
Uses a logical expression to decide which node to transfer control to.
A Multi-Action node groups related steps of a process together to create a call flow routine. This node does not perform any actions itself. It is a container for other nodes that perform related actions of some sort.
This operation is available exclusively in editions of the CIC that do not include Interaction Designer for handler customizations. It allows you to execute predefined handlers by selecting them from a combo box.
Presents a menu of choices to the caller.
Plays a wave audio (.wav) file for the caller. This form provides audio controls that help administrators select, record, or playback message prompts.
The Play Info action plays wave audio files like the Play Audio action, but adds the ability to play audio containing information retrieved from call attributes. You can specify an ordered sequence of audio bits to be played. Each audio bit can consist of an audio wav file followed by audio generated from a specified call attribute.
Prompts a caller to press start on a FAX machine.
Allows a caller to retrieve voice mail from a remote location, to change status, or manage recorded prompts.
The Remote Data Query action calls a web service to retrieve data returned in call attributes.
Runs a custom handler.
Allows a Voicebot to take over the processing of an interaction.
Screen Pop executes an action previously configured using the Actions container in Interaction Administrator. Actions can be thought of as a direct communications link between two application programs. Data is passed to a third party application to perform some action. For example, a URL can be passed to a web browser. In Attendant, a profile can be set up to invoke a screen pop action.
A Selection action branches after evaluating one or more expression cases. This action is similar to a Logical Transfer, but easier to set up when multiple expression cases must be evaluated.
Attaches an attribute to the call object.
Transfers a call to another menu within the same profile or another profile.
Transfer to a Workgroup or Station Group
Transfers a call to a specific workgroup or station group. Station groups are groups of phones in break rooms, conference rooms, and other public areas.
Sends a call to a specific user queue or station queue.
Transfer to an External Number
Transfers a call to a telephone number outside of your organization.
Transfers a call to the voice mailbox of the user or workgroup queue you specify.
Transfer to an Attendant Profile
Transfers the current call to any inbound, outbound, or operator profile defined for this server.
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