Scripts
When creating an IVR script and saving it for the first time, the draft must be “Published” so that it can become available to be used in the routing of your Call Center.
The difference between a draft and published version is that you can modify and save the draft at any time without causing an impact to business operations or have down-time. You may also use 'Save as' to copy the draft script as a different name which is great for back-up or revision purposes.
The published script cannot be modified; it is only used for routing purposes.
To be able to put the IVR into action, you will need to publish the IVR script. To do this, you will need to select the IVR you wish to publish and click the “Publish” button at the top of the page.
The difference between a draft and published version is that you can modify and save the draft at any time without causing an impact to business operations or have down-time. You may also use 'Save as' to copy the draft script as a different name which is great for back-up or revision purposes.
The published script cannot be modified; it is only used for routing purposes.
To be able to put the IVR into action, you will need to publish the IVR script. To do this, you will need to select the IVR you wish to publish and click the “Publish” button at the top of the page.
Preparing to configure your IVR scripts
Before creating your IVR scripts, it’s a good idea to spend some time and envision the desired experience of the caller. The Contivio IVR system can play a prompt to the caller the very moment the call is established. For example, the Contivio IVR can immediately present a pre-recorded message or prompt that says “Thank you for calling our company. For Sales, press 1, for Support, press 2”, or a simple message that simply says “Please hold for the next representative” with or without a mention of call recording.
Once you’ve planned the inbound call-flow and the desired actions, you will have a good idea of how many prompts to create and what you would want each one to say. Once you have this planned, you can record and upload all your IVR prompts first, then implement them as you create your IVR script. You can upload your prompts at a later time as well, but having them handy while creating your script may cut down on the time spent configuring your IVR before implementing it.
Once you’ve planned the inbound call-flow and the desired actions, you will have a good idea of how many prompts to create and what you would want each one to say. Once you have this planned, you can record and upload all your IVR prompts first, then implement them as you create your IVR script. You can upload your prompts at a later time as well, but having them handy while creating your script may cut down on the time spent configuring your IVR before implementing it.
Building the IVR script
Below, you will find an example of a completed IVR script. This fully-functional IVR script pictured below is a perfect example of how Contivio’s IVR scripting tool allows you to define your call-flows for quick and easy deployment.
The ‘Start’ node is the beginning of the IVR script. Each IVR script must start with this node, and end with the ‘Stop’ or ‘Return’ node. The ‘Stop’ IVR node will stop processing further IVR commands or actions whereas the 'Return' IVR node will stop the current IVR script and return the call data and IVR-flow to the parent IVR script.
Each node (with the exception of voice prompt nodes) will have the available options, and a “Failure” option. This means if the caller does not select an option that is defined; the call can either loop back (as shown below) or be sent to another node. Each node is then connected together with the “Link” tool and once it’s completed and all linked together, the IVR is completed.
You will not be able to save your IVR unless every node is linked and there is an end node linked as well.
IVR nodes
IVR "nodes" are the objects on the IVR script builder toolbar. These nodes or objects will perform specific actions and each have different configurations depending on the nature of the inbound call-flow.
To add IVR nodes to the IVR script, simply click on the node icon on the IVR builder toolbar to select it. Next, click on the workspace below where it should be placed and then you can apply the configuration as needed.
This section will go over all the nodes and explain their features and functionality.
To add IVR nodes to the IVR script, simply click on the node icon on the IVR builder toolbar to select it. Next, click on the workspace below where it should be placed and then you can apply the configuration as needed.
This section will go over all the nodes and explain their features and functionality.
Save
Save your IVR script changes and call-flow as a specified name. |
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Save as
Save your IVR script as a different name.
Save your IVR script as a different name.
Select
Use this tool to select an item already in the call flow. The cursor becomes a hand. It is used to select and move IVR nodes. Links can only be selected for deletion.
Use this tool to select an item already in the call flow. The cursor becomes a hand. It is used to select and move IVR nodes. Links can only be selected for deletion.
Link
Use this tool draw a link between two nodes, the mouse cursor turns into cross-hairs when you move it over a node. You use the tool by clicking on one node and dragging across to another node. You can link a node element to a node header. You can link from a node element to the header of the same node. You cannot link from node headers. Links are directional: the end point (or destination) of the link is shown by a “blob”. |
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Start
Every call flow must have a single start node. Select the tool and click on the canvas of the GUI and then type in a name in the ‘Node Properties’ dialogue.
Every call flow must have a single start node. Select the tool and click on the canvas of the GUI and then type in a name in the ‘Node Properties’ dialogue.
Clear Data
Use this tool to create a node that clears the values of any parameters already collected. To use this tool, simply add the parameter you wish to clear with the ADD button. You can add more than one parameter if you so wish. |
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Stop
Select the status of the Stop node (Return, Terminate, or Save). A Return status Stop node is the same as a Return node. A Terminate status Stop node will drop the call and no data will be passed. In some cases you may not need a Stop node. For example, a hold music IVR call flow might contain a start node and a prompt node only, as it will loop the audio and never stop. |
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Return
Call flows can call other call flows (much like subroutines). Use the Return tool when this call flow is called or invoked by another call flow by the Script Node.
The Return Node acts similar to an End Node, except instead of ending the call flow (and then routing the call), the call flow returns control back to the original call flow, where execution continues from the Script Node.
Call flows can call other call flows (much like subroutines). Use the Return tool when this call flow is called or invoked by another call flow by the Script Node.
The Return Node acts similar to an End Node, except instead of ending the call flow (and then routing the call), the call flow returns control back to the original call flow, where execution continues from the Script Node.
Call Success
Use this tool to create a ‘Call Success’ call result. In some call flows, a call may not get all the way to the ‘End’ node but still needs to be flagged successful so as to be reported in the historical reports correctly.
An example is where the caller hangs up after providing all the required information but before the completion of the IVR flow. Any flow that arrives at a ‘Call Success’ Node will be flagged successful.
Use this tool to create a ‘Call Success’ call result. In some call flows, a call may not get all the way to the ‘End’ node but still needs to be flagged successful so as to be reported in the historical reports correctly.
An example is where the caller hangs up after providing all the required information but before the completion of the IVR flow. Any flow that arrives at a ‘Call Success’ Node will be flagged successful.
Prompt
This node plays an audio prompt once and then the call moves to the next node. ‘Enable Prompt Interruption’ check box allows the caller to bypass the audio prompt by pressing any DTMF key on their phone. |
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Voicemail Greeting Override
This will override the agent's own personal voicemail greeting with the selected prompt. This can be used play a specific greeting for a certain call scenario where voice-mails end up in the agents personal voice-mail, and not a voice-mail queue. |
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Text to Speech
This will convert your text to speech. Speaker voice – This gives you 2 options, Allison or David (male or female). Optional Prefix Text – This is where you can set what you want repeated. Value to play – This sets the value of what is to be repeated. (These are defined in the Call Parameters section of the tenant portal.) Text Value – This is where you set what needs to be recited back to the customer. If you want to have an amount repeated back, you would choose currency, or if it’s numbers you want repeated back, you pick digits, and if it’s words that will be repeated, you pick word. Optional Suffix Text – This is where you set what needs to be said once the value has been repeated to the caller. |
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Call Transfer
If you want to send a call to an outside number or extension you would use the Call Transfer option and set the properties. Transfer to Number – Is where you would enter the phone number, or extension number. Transfer to – Is the section you would use if you want to transfer to a different Queue. You would select the queue from the drop down. Record Call – Check this if you want the call to be recorded. This node ends the call flow by transferring the caller to a phone number nominated in the call transfer node properties dialogue. Optionally, you may select the option to record the call. Note: Contivio also provides an alternative transfer via queue or services routing. |
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Script
Use this tool to call another call flow from this flow. The flow goes to the other call flow from this node. When the other call flow ends, the call goes to the Return node of this call flow. |
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Time
The Time node records the time of day (in the systems time zone) into one of the call parameters where it can be used for any purpose, such as providing a time check. The node returns the time in hours as a decimal (e.g. 19.5 means 7:30 pm).
The Time node records the time of day (in the systems time zone) into one of the call parameters where it can be used for any purpose, such as providing a time check. The node returns the time in hours as a decimal (e.g. 19.5 means 7:30 pm).
Call Notify
The Call Notify node will send email notifications (comma separated) alerting that there is a call in the queue. The first available e-mail recipient may take the call currently waiting in the queue by clicking on the link in the e-mail received to route the call to their 'Offline Phone Number' and answer the call remotely without logging into Contivio. |
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Queue Statistics
The Queue Statistics node will perform a “dip” into the database and retrieve the number of logged in agents, number of available agents, position in queue, and expected wait time in minutes and seconds for advanced call routing options. An example is to playback a prompt and use the Text To Speech node to announce expected wait time in seconds or minutes or number of calls waiting in the queue.
The Queue Statistics node will perform a “dip” into the database and retrieve the number of logged in agents, number of available agents, position in queue, and expected wait time in minutes and seconds for advanced call routing options. An example is to playback a prompt and use the Text To Speech node to announce expected wait time in seconds or minutes or number of calls waiting in the queue.
Agent Directory
The Agent Directory node will allow inbound callers can reach the user or extension via key-pad entry of 3 digits to match the characters. "John" would be entered as '566' on the phone for 'Joh_', and Contivio will route the caller to John's extension as a direct call. If multiple "John's" exist, Contivio will then prompt for the caller to enter the 3 digits which spell the last name too to find a unique match for routing. |
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Campaign Push
The campaign push node allows for a caller to be called back on their number (or another number) by pushing the call to a given campaign. If no campaign ID is entered, the call will be delivered on the original queue it arrived on if the node is used in a queue hold script. Contivio will use default messages, or customized prompts may be uploaded and configured. |
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CTI
CTI node is for 'Computer Telephony Integration' and can access a database or API. To use this IVR node, extra configuration needs to be done. Please contact Contivio Support or Professional Services for more information. |
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Multi Compare
The Multi-compare IVR node is similar to the Compare IVR node, except it allows multiple comparisons. 'Parameter to Compare' is a Call Parameter such as "CalledNumber". When this node is used, it will check each comparison to find a match. If no match is present, the Multicompare node will send the call to the Failure exit. The option 'Output to' is optional, and will attach another Call Parameter (such as a QueueID) and the value used on the 2nd input field/column. |
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Compare
Use the compare node uses a is boolean statement (True or False) to perform complex call routing scenarios. An example is checking if CalledNumber" == '8002828105', or LoggedInAgents == 0. Consult Contivio Support or Professional Services for detailed configuration an syntax is based on the data format and structure (integer, string, etc.) |
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Queue Menu
The Queue Menu node will prompt callers to enter a menu selection. If the caller makes a successful choice, the call flow continues to the destination and the queue call parameter is given a value associated with the caller’s DTMF key choice; if, on the other hand, the caller fails a defined number of attempts, and the call parameter is flagged as a failure. Pressing the Prompt ADD button defines another subsequent attempt. Obviously there must be a first attempt for every Queue Menu Node; the prompt for this first attempt should present the full menu options. The prompts for the subsequent attempts are error messages, after the playing of which the prompt for the first attempt is repeated. This means that for the second and subsequent attempts (except the last as we shall see) the caller hears the error message and then the description of the full menu options. With the last attempt, the caller hears only the error message and then is taken to the next node linked to the failure element. Every Queue Menu Node has a failure option which is, in effect, chosen when the caller has exhausted all allowed attempts. |
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Collect Digits
The Collect Digits node allows the inbound caller to input extension numbers, case numbers, account numbers or any other digits from the keypad. The node will collect digits between the minimum and maximum number of digits allowed for the node. You can also designate the number of allowed attempts over and above the first attempt before failure by using the ‘Prompt ADD’ button. |
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Agent Skills
The Agents Skills node will assign a skill or skills to the call flow. This can be used for complex routing scenarios where specific "skilled" agents are best suited to handle a particular call, such as a VIP customer present in the CRM or customer speaks foreign languages. |
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Assign Call Parameter
The assign node allows you to assign a text value or the value of a call parameter to another call parameter. |
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Queue Voicemail
This node lets you queue voicemails, in other words, you can voicemails recorded and wait “in line” for the next available person to listen to, and call the customer back. Email Address – You can set the email address to have the notifications sent to Max record time – Allows you to set a limit as to how long the customer has to leave a voicemail message Terminating DTMF – Sets the key press option to stop recording Silence timeout – If the system detects a long period of silence, it can end the message. You can set the amount of time here Queue Voicemail – Check this box if you wish for the voicemails to be queued Queue – Select which queue to apply this to Archive Voicemail – Check here if you wish for all voicemails to be archived Archive Server URL – If you have a separate server you wish to archive the voicemails to, enter the URL here Archive Server Username – Enter the username for that server Archive Server Password – Enter the password for that server |
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Speech Recognition
This will allow the caller to speak their choices and the system will be able to convert that to data that can be recognized by the system.
To use this IVR node, extra configuration needs to be done. Please contact Contivio Support or Professional Services for more information.
This will allow the caller to speak their choices and the system will be able to convert that to data that can be recognized by the system.
To use this IVR node, extra configuration needs to be done. Please contact Contivio Support or Professional Services for more information.
E-mail Call Parameters
This allows the call parameters to be emailed to a specified email address.
This allows the call parameters to be emailed to a specified email address.
Record
This allows the call to be recorded. |
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