Hermes.Net IVR Designer

Transcription

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Summary
1.
Introduction
4
1.1 IVR Features
2.
4
The interface
5
2.1 Description of the Interface
2.1.1
2.1.2
2.1.3
2.1.4
2.1.5
2.1.6
2.1.7
2.1.8
2.1.9
2.1.10
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Menus. Provides
Commands for IVR editions.
Commands for IVR actions.
Commands for access to databases.
Displaying the name of the IVR.
display area from the list of commands present in the IVR.
View and Edit command name.
Viewing and editing the list of Parameters corresponding to the selected command.
Display of various types of global variables available according to the command.
Work area.
2.2 The menu
2.2.1
2.2.2
2.2.3
3.
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Adding Commands.
Remove commands.
Removing link between commands.
Illegal Connections.
Various editing commands.
3.5.1
3.5.2
4.
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IVR menu
Edit Menu
Tools Menu
Using the interface
3.1
3.2
3.3
3.4
3.5
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Actions panel controls
Actions commands
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Commands
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4.1 Commands for editing and testing.
4.1.1
4.1.2
4.1.3
4.1.4
4.1.5
4.1.6
4.1.7
4.1.8
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Remarks
JUMP
DISPLAY EVENT
Conditional test
Switch test
Check Date range
Check openings
Working Agent
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4.2 Commands CTI.
4.2.1
4.2.2
4.2.3
4.2.4
4.2.5
4.2.6
4.2.7
4.2.8
4.2.9
4.2.10
4.2.11
4.2.12
4.2.13
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Loading audio files.
Parameters common to CTI commands.
Confirmation
Play a wav file
Text to Speech
Read number
Interactive menu
DTMF input
User Function
Voice Record
Set callback
Marker reporting
Ending Strategy
4.3 Commands DATABASE.
4.3.1
4.3.2
4.3.3
4.3.4
5.
6.
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Choice of DB connection used.
SQL SELECT Request
SQL UPDATE Request
SQL INSERT Request
Source code IVR
The generation of IVR
Manuel IVR – V 4.00
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Auteur : EP Vocalcom 2009
Vocalcom - 7 rue de Tilsitt – 75017 Paris - Tél. : +33 1 55 37 30 50 – Fax : +33 1 55 37 30 51 – www.vocalcom.com
SA au capital de 5 000 000 € – RCS Paris B 401 973 631 – TVA Intracommunautaire : FR 27401973631
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6.1 Interface
6.1.1
6.1.2
6.1.3
6.1.4
6.1.5
7.
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Source code IVR script.
Name of the script generated
List of audio files used in the script.
Generation Options
Implementation Platform.
IVR Tracker
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7.1 Principle
8.
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Appendix 1 - Definition of global variables
8.1 Principle
8.1.1
8.1.2
8.1.3
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Appendix 2 - Criteria editor
Appendix 3 - Supervision
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Standard Variables
Variables related to a table.
Note
8.2 Interface
9.
10.
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1. Introduction
1.1 – IVR features
The script editor of Hermes.Net allows you to build your own IVR from simple to complex. All
expected features of an IVR are available.
Reading messages
Checking Date and Time of Call
Conditional arbo tree
DTMF menu
Entering DTMF according to preferences
Speech synthesis
Connecting to databases
Statistics,
Supervision...
In addition you have a “tracking mode” allowing you to validate your script in real conditions or
changes before they go into production.
In addition, the IVR scripts generated by the IVR hermes.Net designer are capable of being
supervised by the module Hermes.Net Supervision. It is very easy to monitor the flow of users and
their navigations. See Annex 3.
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2. The interface
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2.1 Interface Description
2.1.1 Menus. Provides access to various functions of the editor. (See chap. 2)
2.1.2 IVR edition commands. Allows to place navigation commands, testing, and
verifications on the working area.
2.1.3 IVR action commands. Allows placing IVR commands in the working area.
2.1.4 Commands for access to databases. Places databases access commands in the work
area.
2.1.5 Displays IVR name. The floppy disk allows saving the IVR.
2.1.6 Display area from the list of commands available in the IVR. Select a command
from the list to display the settings for this command.
2.1.7 Viewing and editing the name of the command. Each order can be customized with
a specific command name. Under the command name is the type of command.
2.1.8
Viewing and editing the list of parameters corresponding to the selected
command.
2.1.9 Display the various types of global variables available depending on the command.
2.1.10 Working area. Commands selected in the left menu are placed in this area.
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2.2 The menus
2.2.1 IVR Menu
New IVR …
Create a new IVR. If an IVR is already loaded, a backup
confirmation is requested.
Open IVR …
Allows you to load an existing IVR. If an IVR is already loaded, a
backup confirmation is requested.
Save IVR … / Save IVR as …
Saves the IVR. Is equivalent to the disk icon to the right of the
zone 5.
Delete IVR …
Displays the list of existing IVR’s, and allows selecting the IVR to
delete. If the current IVR is removed, the interface is reset with a
new IVR.
Lock IVR …
To lock an IVR. To re - open again this IVR you will need to enter
the password.
Properties IVR …
The window ‘ Properties ' displays creation, modification and
successful generation dates. It allows typing a comment and
change the name of the IVR.
Generation …
Opens the generation window of the IVR. See more later in
chapter “generation”.
Restore last running version …
At each successful IVR generation, the IVR source code is saved.
By clicking on this item, the editor is reloaded with the published
version of the IVR. If the current IVR has never been generated, a
message ‘ IVR Empty ' is displayed.
Back to home Page / Exit
Closes the editor and returns to the list of scripts (Back to home
page) or leave the editor and scipter (exit).
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2.2.2 Edition Menu
Copy / Paste
Copy / paste the selected command.
Delete
Removes the command after confirmation.
Expand/Reduce Height
Increases (Expand) or reduce (Reduce) vertically work area.
Expand/Reduce Width
Increases (Expand) or reduce (Reduce) horizontally work area.
Nota: scroll bars appear when the mouse is on the right side or
on the bottom of the window.
Line type …
Sets the type of lines used to connect commands between them.
Zoom x2 x1 x0.5…
Set zoom in or zoom out of the work area.
2.2.3 Tools Menu
View and Edit XML IVR code
To view the XML in the current IVR. The XML is created according
to the commands placed on the work area.
Nota : This feature is intended for expert users. Incorrect changes
to the XML can make the IVR unreadable.
View IVR Code
To view the window containing the IVR code. This code is
generated by the application based on the XML code.
Set Global Variables …
Displays the global variable editor
Start tracker
Opens the IVR tracking window. Tracking window must be used on
a previously generated IVR with the option ‘Debug Mode'. See
chapter. ‘use the tracker'
Reload page…
Allows refreshing the page
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3. Interface use
By default, when creating a new IVR script, only one command is displayed. This command: ‘ start ',
sets the entry in the script, and contains one parameter. This parameter specifies what the script
must be when the client hangs up.
1 – Hangup IVR call.
2 – Execute a specific command from the IVR.
3.1 Adding commands.
1 – Select the command in which you want
to add a new command (in our example:
display event), it appears in red.
2 – Click the command you want to add.
3 – The command appears on the
command work area under the previously
selected command.
4 – Move the new command (holding down
the mous ebutton) until the two
connections are displayed in green. And
then release the mouse clicks, the two
commands will position automatically.
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3.2 Removing commands.
The selected command can be
removed:
Either by a right mouse click on the
command, then ‘ Delete '.
Either the Edit menu > 'Delete'
3.3 Removing connections between commands.
To unlink commands simply double click on one of the two connections.
3.4 Illegal Connexions.
When two commands can’t be linked together, each of the connection becomes red. Example:
Try to connect two outputs of commands between
them.
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3.5 Various edition commands.
3.5.1 Actions on the command panel
Move the pannel : Use the drag/drop on the sections titles (Edition, CTI, data base).
Place the panel in its original location (top left) : Double click on the section title to
reposition the panel at the top left.
Open or close different sections : Click the blue arrow located next to the section name.
3.5.2
Actions on commands
Expand / shrink an icon: Position the mouse on the command to resize, and then, use the
mouse wheel while pressing ‘ SHIFT ' on the keyboard.
Rotate an icon : Position the mouse on the command to rotate, then use the mouse wheel
while pressing ‘ ALT ' on the keyboard.
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4. The commands
4.1 Edition and Test commands.
4.1.1 Comments
“Save” of the settings for a command is done on:
1 – the loss of focus on the field.
2 – Pressing the key ‘ enter ' on the keyboard in the field.
3 – A click on the ‘ floppy ' icon of the parameter panel.
When a command is changed and not saved, the text displaying the current command type appears
in red.
Some commands allow the user to enter comments. To show or hide comments entry box, click the
icon
. An entry box appears.
Comments are in saved along with the settings.
4.1.2 JUMP
Description :
Use this command to continue the IVR script to another command of the current script.
Parameter :
The drop-down list in the parameter Panel contains currently available commands in the script.
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4.1.3 DISPLAY EVENT
Description :
This command displays information in the OnXMedia event viewer.
Parameter :
Enter the text to display, or choose an available in variable lists in the ‘variables Available'drop-down box.
Note : the text to display can be a mix of free text and global variables. Ex: We are the
$WEB_IVR_EDITOR_DAY_OF_WEEK of the week...
4.1.4 Conditionnal test
Description :
Use this command to test a variable and redirect the script to a command depending on the test outcome. If
the result is true, it uses the output ‘ O ' otherwise output ‘ N. '
Parameter :
To enter this function Parameters use the criteria Editor of Hemes .NET. For more information on this Publisher
see Appendix 2.
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4.1.5 Switch test
Repérage de la sortie
Description :
Use this command to test a variable and redirect the script to a command depending on several possible
outcomes. Click the icon ‘plus' to add new issues. The script is directed to the defined output ‘ D’ if the tested
variable doesn’t correspond to the value entered for ‘S1 to SX. '
Note : To know the output of the test, click the corresponding input field, the output is displayed in red.
Parameter :
To Parameters to enter are: the variable to test and corresponding values to the different outputs.
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4.1.6 Check time range
Description :
This command is used the same way as the command ‘ Conditionnal test ', but does the test of the periods of
the week.
Parameter :
The Parameters allows pecifying 3 time ranges for the week days. To select several days, click on the day in the
drop-down list holding the keyboard key ‘ CTRL '.
4.1.7 Check openings
Description :
Use this command to retrieve the current DID’s opening hours (empty DID Parameter) or another DID‘s
information (DID Parameter contains the number of the DID). If the incoming campaign on the selected DID is
open, the script is directed to right output otherwise to the left output.
Parameter :
DID : empty for campaign in progress, DID to test another incoming campaign.
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4.1.8 Agent Working
Description :
Use this command to know if agents are available on this campaign queue. If agents match selected criteria
(Online or Ready), the script is redirected to the right output, otherwise to the left output.
Parameter :
Check the ‘ Online ' box to see if there are online agents this campaign, check ‘ Ready ' to see ready agents on
this campaign. The two check boxes can be used simultaneously.
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4.2 CTI Commands.
4.2.1 Uploading audio files.
Some of the CTI commands need an audio file to be executed. It is therefore necessary to download
audio files in your possession on the server. To allow this operation IVR designer provides an
interface described below.
Example of ‘Play Wav’ command:
1 – Select the field that can contain an audio message to read. In our example: Wav File.
The outline of the field turns red and the display zone of the available wav files appears as
well as the download area.
2 – Click on the magnifying glass to view the File Explorer. Select the wav file to download.
Note: the wav file will have the following properties: CCITT A - Law 8,000 kHz; 8 bits; Mono.
3 – Click the orange arrow to start the download. The progress bar indicates the status.
4 – After the file is downloaded, it is available in the list of available files: ‘Wav file '. It is
possible to listen to the file by clicking the icon ‘music note '.
5 – To assign the file to the selected Parameter field, click the green arrow.
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4.2.2 Common commands to the CTI commands.
Multiple Parameters are common to the CTI commands and define how to play audio, enter the
DTMF or to manage audio files repetition sequences files.
Check this box to add a ‘ Beep ' at the end of the message read.
Check this box to allow the user to stop playing the audio file by entering the
DTMF.
Number of times that the audio file is repeated if no DTMF is entered.
Time allocated to the input of one or more DTMF.
Sets the amount of DTMF that can be entered.
Sets the allocated time between two DTMF.
Defines how the saound file will be played.
1 – Not played in background : Reading the blocking audio file in the
script. The following actions will run at the end of reading.
2 – Begin new play : Starts a new audio file reading.
3 – Synchronize previous play : Waits the end of the previous message to
begin reading.
4 – Cancel previous play : Stops the reading of the previous wav.
Defines how the buffer containing previously seized DTMF will be deleted.
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4.2.3 Confirmation
Description :
Use this command to perform the equivalent of a ‘screen prompt’: a message displayed and two possible
choice. In this command, an audio file played, and two keys DTMF corresponding to two possible choices.
Ex wav file: Do you want to continue. Yes, type *, no type #.
Parameter :
‘ OK DTMF ', allows defining the DTMF key which will make the script continue through the output ‘ ok ' and ‘
cancel DTMF ' will go left. ‘ On failed select ' specifies where to continue the script if no DTMF is entered during
X attempts of Y seconds: ok or cancel output.
Note: other Parameters, see chapter 4.2.2
4.2.4 Play a wav file
Description :
Use this command to play an audio file.
Parameter :
Nota : Parameters, see chap. 4.2.2
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4.2.5 Text to speech
Description :
Use this command to convert a text file into an audio file and listen to it.
Parameter :
This command is very specific to the speech synthesis system installed on OnXMedia. To use this command
please consult your Vocalcom commercial.
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4.2.6 Read number
Description :
Use this command to read a number or a decimal variable in several formats.
Parameter :
‘ Number ‘: number or the variable containing the name to read. ' " (max 900e6 with format empty)
‘ Format ': description of the format to use
‘ Language ': language in which the number must be said.
‘ Listen ': allows you to test the format and listen to audio.
Format Example:
Number = 12345678 and format = empty
File: Twelve million, three hundred forty five thousand, six hundred seventy eight.
Number = 12345678 and format = 2 %
File: Twelve, thirty four, fifty six, seventy eight.
Number = 45678 and format = 3 %
File: Four hundred fifty six, seventy eight.
Number = 12345678 and format = # ### ## ###.
File: One, two hundred thirty four, fifty six, seventy eight.
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4.2.7 Interactive menu
Description :
This command used to create a mini voice scenario. To do this, the command requires 3 audio messages. The
first such as greeting, ex: Please type 1 for customer service, 2 for the service order.
The second as input error ex: Sorry, this choice is not possible, type 1 for customer service, 2 for the service
order.
The third as error on any entry, ex: input time elapsed. Type 1 for customer service, 2 for the service order.
Parameter :
Nota : Parameters, see chap. 4.2.2
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4.2.8 DTMF input
Description :
Use this command to enter one or more DTMF and save them in a global variable.
Parameter :
‘ Ending type ' defines how to stop the DTMF input
DTMF (s) > by a particular DTMF code
DTMF sequence > by a DTMF sequence, for example: * # *.
‘ Variable to store the result ' must contain a global variable. The seized DTMF will be stored in this variable.
Note: other Parameters, see chap. 4.2.2
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4.2.9 User function
Description :
Use this command to enter custom script.
Parameter :
The only Parameter for this command is the source code. The button ‘ Edit code ' open a bigger input window.
4.2.10 Voice record
Description :
Use this command to save an audio message from the client.
Parameter :
‘ File Name ' is the path and name the saved file.
‘ Ending with ' specifies the DTMF stop recording.
‘ or if silent > ' specifies another ending source of the record.
‘ or record > ' specifies the time saving max.
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4.2.11 Set callback
Description :
Use this command to schedule a callback on the current inbound campaign.
Parameter :
‘ Tel callback ' of the person to be called back.
‘ When callback ' specifies the day and time format of the callback: YYYYMMDDHHMM.
4.2.12 Marker reporting
Description :
This command is not really a command, it allows you to place markers in the script. These markers will follow
the client inside the IVR (via supervision), and view statistics (in reporting).
Parameter :
‘ Info to send ' corresponds to the text displayed in the supervision when the client is on this node.
‘ Unique Code ' specifies a decimal value for this code.
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4.2.13 Ending strategy
Description :
This command sets the - actions to perform when the scenario is finished.
Type of strategy
Disconnection : Hangs up the call.
Call Queueing : Change the client queue. The call can be redirected to the current queue, a different queue
or to a specific agent.
DID redirection : Redirects the call to another DID.
Outsourcing : Sends the call to an external phone number
Voice mail : redirect to a voice mail message script.
Note: for each of these actions, it is possible to update both the IVR-specific variables. Variables Associated
Data and memo, which, both can be retrieved in script form.
4.3 DATA BASE Commands.
4.3.1 Select the DB connection to be used.
Each of the 3 data base commands, is in need of a connection string (sets in the Hermes.Net
administrator) to perform queries.
Available connections as well as the tables contained in these connections are displayed in the box
‘global variables ' only when a Parameter field can receive this type of value.
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4.3.2 SQL SELECT Request
Description :
Use this command to perform queries on a table and retrieve results or the name of the columns in IVR
variables.
Parameter :
‘ 'Connection': connect DB Hermes.Net to use.
‘ SQL request ': SQL query to run. This query can contain global variables. The button ‘ Start Query Builder '
start the Hermes .NET V4 query editor.
‘ Get only column name ': used to retrieve only the name of the columns returned by the query.
‘ List of columns ': sets the name of the columns whose content must be recovered in global variables. Global
variables are created automatically with préfix DB_IVR of the return of the query.
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4.3.3 SQL UPDATE Request
Description :
This command to perform update queries on a table.
Parameter :
‘ 'Connection': connect DB Hermes.Net to use.
4.3.4 SQL INSERT Request
Description :
This command to perform insert queries on a table.
Parameter :
'Connection': connect DB Hermes.Net to use.
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5. IVR Source Code
Use the IVR code view window to check for errors. Ex: missing audio files, Parameters not filled in,
etc etc. These errors are displayed on top of the screen on yellow background.
This screen also allows :
- to find the location command in the code: drop-down list ‘ Goto Command '.
- To search a word or phrase: ‘ Search '
- Go to a particular row: ‘ Goto line '
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6. Generating an IVR
6.1 Interface
When generating an IVR script, the following screen appears. This screen summarizes: source code,
used audio files, generation options, execution platform, and the generation button.
6.1.1 The IVR script source code.
Use to check the generated code and display any errors.
6.1.2 Generated script name
This name includes the IVR’s ID.
6.1.3 List of audio files used in the script.
For each of these files, you can choose to copy or not on the executing server. Check the box to
copy the file.
6.1.4 Generation options
Copy all wav : Select or deselect all audio files.
People in the IVR will be supervised : Use this option to indicate whether ot not you want to
supervise this IVR.
Debug Mode : Specify whether or not the generated script will send the commands necessary to
the tracker (see Chapter 7)
Marker on all command : specify if you want to use markers in this IVR.
6.1.5 Execution Plateforme.
Select the drop-down list (OnXMedia) executing machine.
Click the button ‘ Generate the IVR ' to launch generation.
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If generation succeeded, the top of the audio files area becomes blue, as below.
When an error occurs in the script, the returned error is displayed in red under the name of the IVR,
and the wrong code line is highlighted in yellow (in this example, we added a user-defined function
by omitting Parameters to the VOICE_GET_DTMF function):
7. IVR Tracker
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7.1 Principle
The IVR Tracking Editor of Hermes .NET is used to check the journey of a user in the generated script.
This system needs to know the caller’s phone number. This number must be entered in the area: ‘ Tel
to track '. Once the number entered, click the green arrow to start monitoring. The IVR Editor
window becomes:
All commands are shaded to indicate that the user is not yet entered in the IVR.
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Then call the IVR’s DID.
Navigate in the script as a standard user, the screen display tells you your location in the scenario.
At the end of the script the view returns to normal.
Important Note : When your script is checked, it is very strongly recommended that you re generate this script by unchecking the box ‘ Debug mode '. This mode debugs resources that are not
needed in standard use mode.
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8. Annex 1 - Globales variables definition
8.1 Principle
8.1.1 Standard Variables
Use this screen to define variables that will be used in the script. A script variable must begin by
‘$'. Each variable can be initialized with a specific value.
8.1.2 Variables linked to a table.
It is possible to create variables based on the columns in a table in a Hermes.Net. Choose the
connection and the desired table, and then click on ‘ auto Create Variables '. These variables will
be initialized when the IVR is launched with the value of the INDICE received by the system.
8.1.3 Remark
A variable declared but not used is not included in the script.
8.2 Interface
Example of a standard global variable initialized but empty and 3 variables connected to a table.
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9. Annex 2 – Criteria editor
Criteria Editor allows to generate tests on the variables.
The column ‘ value ' 1 contains the value to test, the column ‘ condition ' test to perform on this
variable, and column ‘ value 2 ' the value to test.
The radio button to specify whether a ‘ or ' or one ‘ and ' must be made between each criteria.
By clicking the check box to the left of the table it is possible to write his own criterion as below:
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10.
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Annex 3- Supervision
The supervisor has at its disposal three windows that can be used for the supervision of users in the
IVR script.
A window: ‘ IVR caller list ', a window ‘ IVR History ' and a window indicating the number of users in
the IVR.
Below a screenshot of supervision.
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Hermes.Net IVR Designer

Transcription

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