Other Tools

The Other Tools operation passes the call to a handler for processing.  It invokes the handler that you select from a list of available handlers.

Node Characteristics frame

Options in this frame name the node, assign the digit used to select it,  and establish whether or not it is active, used by default, logged, or tracked for reporting purposes.

Name field

The label you enter here becomes the name of the node in the tree structure.

Digit list box

Use this list to select the key that callers press to enter a caller data entry operation.  When you assign a digit, the list displays only available digits—those that are not already in use at this level of the tree.  If no digit is assigned, callers cannot invoke the operation directly.  It is possible to create menu options that are invoked by a routing process, rather than by a user selection.  For details, see invoke a menu operation automatically.

Active check box

By default, forms are "on", or "active", which means that Interaction Attendant will process them.  If you uncheck a form's Active check box, the name of the node turns gray in the tree to indicate that the form is inactive.  Interaction Attendant and its handlers will thereafter ignore the form and its children.  Use this feature to save a configuration that you are testing.  Inactive forms are invisible to callers.  When a node is inactive, it appears grayed out in the tree view.

Default Action check box

At any given "level" in the tree structure, one node can be marked as the default action.  The operation defined by the default node is performed if the caller does not press a key within the timeout period specified by that menu. The icon for default forms has a green border in the tree structure.  Any node below a menu or schedule can be marked as the default action, by checking the form's default action check box.

Enable IVR Reporting

This option determines whether or not reporting data will be collected when control passes through this node.  Several IVR Reports summarize this information.  IVR Reporting is disabled by default.  Enable it to capture the date, time and duration of time that the call remained in the node and its children.  This option is hidden when Attendant is connected to a server that does not have reporting installed.  For more information about this feature, see IVR Reporting Option.

Add entry to the Interaction Log

When this option is enabled, information about this node is appended to the call's Interaction Log when the call enters this node.  This helps track the path that a call took through Attendant.  The Interaction Log is maintained for reporting purposes.  See View the Interaction Log for details.

Configure Speech Recognition... button

Select this button to configure words or phrases that can be associated with menu options. Callers can verbally indicate the options they want in the IVR instead of pressing a digit on the phone. You can enter multiple words and phrases for each menu item, just as callers may phrase the same request in different ways. For example, "transfer funds" or "funds transfer". See Add Speech Recognition keywords or phrases to Inbound Call Operations.

Tool Selection

This section of the form identifies the handler that will be invoked. 

Tool list box

This list box allows you to choose a special tool that has been created to extend Interaction Attendant.  All interaction with these tools is performed over the telephone.  You may not pass parameters (e.g. queue name, agent name, etc.) to the tool.  These tools are available by default:

Agent Login/Logout

Allows an agent to login or logout from a station phone.

Append Attribute

Appends the value of source attr (passed in ATTR_SOURCE) onto the end of the target (name specified in ATTR_TARGET)

Copy Attribute

Copies attribute value (name passed in attribute ATTR_SOURCE) to another attribute (name specified in ATTR_TARGET).

Custom Group Pickup

Allows a station to pickup an alerting call on another station. Both stations must share membership in a Station Group with a name that includes the string "PickupGroup".

Fetch Result

Returns the result from the list of results ("|" delimited) in ATTR_RESULTS at position ATTR_LIST_INDEX. Result returned in ATTR_RESULT.

Great Plains Pad Number

Puts phone number in Microsoft Great Plains Phone Number format. Modifies ATTR_GP_PHONE.

Increment Index

Increments the value in ATTR_LIST_INDEX by 1.

Multi-Site

Allows an agent to pickup an inbound multi-site call.  You must select this option if you are in a multi-site environment.  It tells the system to check for DTMF tones that identify a Multi-Site (EMS) call.  Inbound multi-site calls will be routed to the main menu if this option is not selected.

Parse Eic SIP Headers

In Interaction Administrator, one or more SIP headers may be defined during line configuration.  This tool parses those SIP Headers into a set of name-pair attributes for use in Interaction Attendant or in custom sub-routines.  Use this tool for SIP headers that contain name/value pair data.  ATTR_NAME_PAIR_DELIMITER specifies the name value pair delimiter, and ATTR_NAME_PAIR_SEPERATOR specifies the separator between name and value. For each SIP header defined in Interaction Administrator, a call attribute will be created with the value from the SIP header on a new inbound call on the line. The call attribute name is configured with the prefix 'EicSIPHeader_' followed by the name of the SIP header.  For example, a SIP header defined as "x-channel" will result in a call attribute titled "EicSIPHeader_x-channel".

Note: Administrators can define multiple SIP headers in Interaction Administrator. In these cases, a call attribute for each named header is created. Headers defined as Header1, Header2 and Header3 would result in attributes named EicSIPHeader_Header1, EicSIPHeader_Header2 and EicSIPHeader_Header3. The value of these attributes are semi-colon delimited name-pair values, separated by an "=" sign, for example, Name1=Value1;Name2=Value2;Name3=Value3.

Parse Name Pair Attributes

The functionality for this option has been deprecated.

Play TTS

Plays the value of the string contained in ATTR_TTS_INPUT. If an ATTR should be played in line, include it as follows: $(ATTR_foo). The handler will remove the $(..) and replace it with the string contained within the ATTR.

Station Pickup Call

Allows an agent to pickup a call that is waiting in a queue—the call may be held, parked, or alerting.  The user must have "modify" rights to the queue that contains the call.

Additional tools may be added to this list.  See add additional tools to the tool list.

Description

When you select a tool, a brief synopsis of the tool is displayed. (See above.)

Action When Finished frame

These options set the processing that occurs after the operation completes successfully, when flow of control leaves this node.   Some tools terminate the call.  Others pass the call object back.  The options in this frame select processing to perform if the tool passes the call back to Attendant when execution is complete.

Go back to previous menu

This option returns control to the parent menu.  This option sets up a simple loop that "reruns" the menu from the top.

Disconnect

This option disconnects the call when the data entry operation is completed successfully.

Transfer to Operator Processing

Transfers the interaction to the operator for processing by the Operator call flow configuration.

Jump to a custom location

This option allows you to jump to any profile, schedule, menu, or operation that is defined for the current server.