ICR Call Flow Help

Hangup/Exit Input is type of input to "End" IVR Call Flow diagram.

There is only one step to add Hangup/Exit Input:


Note:
Please remember to add Hangup/Exit at the end of IVR call flow diagram.

+ HangupExit




To make a full IVR call flow by using Hangup/Exit input

You are to

  1. Add the Hangup/Exit input and set its position at end of IVR call flow diagram
HangupExit example

Simple Prompt Input is type of input to Display" a message in IVR Call Flow diagram. This message can be any text that you write.

There are following steps to add Simple Prompt Input:



+ simple prompt


You can write any custom message in Simple Prompt to display it.

simple prompt message




To make a full IVR call flow by using Simple Prompt input

You are to

  1. Add Simple Prompt input and write your message
simple prompt example

Jump to Page Input is type of input to Navigate" IVR Call Flow to any of the page created in IVR call flow diagram. It basically works as a link between pages. All the variables created in any pages is shared among all the pages, so user can navigate t any page and separate flow on each page can be added.



+ jump to page


All the pages you have created in IVR call flow will auto load in a list in Jump to Page input. You can select either from them to navigate to that page.

i.e the page named "next page" is loaded here.

jump to page select page




To make a full IVR call flow by using Jump to Page input

You are to

  1. Add Jump to Page input
  2. Create a Page by New Tab button and set its name
  3. Select it as navigation link in Jump to Page input. The entire created pages will load in pages list in Jump to Page input, you can select any 1 from them
jump to page example

Transfer Input is type of input to Divert" the current call to any number in IVR Call Flow.

There are following Steps to add Transfer Input:



+ transfer


You can select the number from variable list where all the created variables in IVR call flow diagram will load or simply input its value.

transfer select number




To make a full IVR call flow by using Transfer input

You are to

  1. Add the Transfer input
  2. Select variable as a number or insert the number itself directly
transfer select example

Digits Input Input is type of input to add a whole "Number" without decimal format to IVR Call Flow diagram.

There are following Steps to add Digits Input:



+ digits input



digits input set name



digits input min max


The field value should be between the digits min and max value.

digits input set value




To make a full IVR call flow by using Decimal input

You are to

  1. Add the Decimal input and set its name
  2. Set Decimal input minimum and maximum floating point numbers
  3. Set the field value
digits input example

Simple Menu is type of input to add a "Menu" based on keys from (0-9,.,#,*) to IVR Call Flow diagram. This menu is added to perform any action based on user input key from menu.

There are following Steps to add Simple Menu:



+ simple menu



simple menu set name


You can select as many keys as you want in the menu from the list of available keys, but one key can be inserted only ones.

simple menu keys


You can also write menu default value.

simple menu default value




To make a full IVR call flow by using Simple Menu input

You are to

  1. Add the Simple Menu input and set its name
  2. Select the menu keys
  3. Set the Menu default value
  4. Add action for each key
simple menu example

Multiple Choice is type of input to add a "Menu" based on keys from (0-9,.,#,*) to IVR Call Flow diagram. This menu is added to perform any action based on user input key from menu. User can press only 1 key as a response from the list of available keys in the Multiple Choice and this will considered as answer.

There are following Steps to add Multiple Choice input:



+ multiple choice



multiple choice set name


You can select as many options as you want in the Multiple Choice input from the list of available keys, but one option can be inserted only ones.

multiple choice select option


You can also write menu default option.

multiple choice default option




To make a full IVR call flow by using Multiple Choice input

You are to

  1. Add the Multiple Choice input and set its name
  2. Select the multiple choice options
  3. Write the default value
  4. Add action for Multiple Choice answer
multiple choice example

Yes or No is type of input to get user "Decision" based on keys (1 for Yes, 2 for No) in IVR Call Flow diagram.

There are following Steps to add Yes or No input:



+ yes or no



yes or no set name



yes or no set value




To make a full IVR call flow by using Yes or No input

You are to

  1. Add the Yes or No input and set its name
  2. Write the default value
  3. Add action for Yes or No answer
yes or no example

Voice Recording is type of input to "Record" voice of user in IVR Call Flow diagram.

There are following Steps to add Voice Recording input:



+ voice recording



voice recording set name


You can set Voice Recording max length which refers to the time limit for voice recording, and max silence refers to the silence time within the recording. If user remains silence more than the silence time the recording will auto terminate.

Note: These both time are in seconds.

voice recording max length max silence




To make a full IVR call flow by using Voice Recording input

You are to

  1. Add the Voice Recording input and set its name
  2. Write the max length and max silence time
voice recording example

Label is type of input to write "Message" on inputs or lines in IVR Call Flow diagram to explain the flow in own wording.

There are following Steps to add Label input:



+ label



label message




To make a full IVR call flow by using Label input

You are to

  1. Add the Label input and write message into it
label example

Date Input is type of input to add "Date" in any format (mmddyyyy,ddmmyyyy,yyyymmdd) to IVR Call Flow diagram.

There are following Steps to add Date Input:



+date input



name date input



format date input



date input set value




To make a full IVR call flow by using Date input

You are to

  1. Add the Date input and set its name
  2. Set Date input format
  3. Set Date input value
date input example

Decimal Input is type of input to add "Number" in decimal format (10.22,111.2) to IVR Call Flow diagram.

There are following Steps to add Decimal Input:



+ 1.5 decimal input



1.5 decimal input set name


The minimum and maximum places refers to floating point numbers (the numbers after “.”) for the input.

1.5 decimal input min max



1.5 decimal input value




To make a full IVR call flow by using Decimal input

You are to

  1. Add the Decimal input and set its name
  2. Set Decimal input minimum and maximum floating point numbers
  3. Set the field value
1.5 decimal input example

Time Input is type of input to add "Time" in (12 hours,24 hours format) IVR Call Flow diagram.

There are following Steps to add Time Input:



+ time input



time input set name


You can set format either in“24h” or “12h”.

Note:
In 12 hours format user has to press 1 to specify that given time is A.M time and 2 to specify that this is P.M time.

time input set format



time input set value




To make a full IVR call flow by using Time input

You are to

  1. Add the Time input and set its name
  2. Set time format
  3. Set the field value
time input example

Query Database is type of input to "Select" records from a table based on search conditions.

There are following Steps to add Query Database input:



+ query database


All the available tables will auto load in a dropdown list with in Query Database input, you can select any database from this list.

query database select table


There are two filter criterions available

  • Any (select the records fulfilling any 1 condition)
  • All (select the records fulfilling all the conditions)
query database select filter critaria


All the columns of current table will auto load in dropdown list, you can select any column for a single condition and can apply a condition based on the following operators

  • = (exactly equal to the operand)
  • != (not equal to the operand)
  • > (greater than the operand)
  • < (less than the operand)
  • >= (greater than equal to the operand)
  • <= (less than equal to the operand)
  • <= x >= (x is less then equal to the operand and greater then equal to the operand)
  • contains (contains the operand)
  • starts with (starts with the operand)
  • ends with (ends with the operand)
  • is (is Null, is not null, operand should specify the condition)
  • `

After selecting columns and operator, you are to give the operand by entering the value or by selecting a variable.

You can apply as many conditions as many you want.

query database apply condition




To make a full IVR call flow by using Query Database input

You are to

  1. Select a Database
  2. Select filter criteria
  3. Apply conditions
query database example

................
................
................

Branch on Number is type of input to apply "Comparison" (=,!,>,<,>=,<=) on two numbers, the number can either be a Variable or user input number.

There are following Steps to add Branch on Number:



+Branch on Number



All the variables you have created in IVR will auto load in a list in Branch on Number. You can select either from them.

i.e the variable named "variable0" is loaded here.

Branch on Number first value



These operators (=,!,>,<,>=,<=) are available to apply on first and second number.

Note:! refers to !=

Branch on Number operator



Select the second variable from the list of available variables.

Branch on Number second value

While selecting numbers you can also ask user to input a number for both first and second variables. ICR Call Flow allows you to select a variable or to ask the user to input it.

Branch on Number input numbers



To make a full IVR call flow by using Branch on Number input

You are to

  1. Create a variable by Set Variable input
  2. Apply number comparison by selecting variables and values
  3. Set the flow if comparison result is true
  4. Set the flow if comparison result is false
Branch on Number example

Say Variable is type of input to "Play" the value of a variable in audio format.

There are following Steps to add Say Variable Input:



+ say variable



All the variables you have created in IVR will auto load in a list in Say Variable. You can select either from them to play it.

i.e the variable named "variable0" is loaded here.

say variable select variable

While selecting variable you can also ask user to input a number and play it.

say variable input number



To make a full IVR call flow by using Say Variable input

You are to

  1. Create a variable by Set Variable input
  2. Select it to play by Say Variable input. The entire created variable will load in variable list in Say Variable input, you can select any 1 from them
say variable example

Set Variable is type of input to add a"New" variable.

There are following Steps to add Set Variable Input:



+ set variable



When you add a Set Variable input, a new variable with default name is added, but you can change its name if required. You have to press the set name icon and add the name you want and then re-press the same icon to save this name.

set variable variable name



You can set the new variable value equal to any other variable or can ask user to input a number as its value.

set variable variable value




To make a full IVR call flow by using Set Variable input

You are to

  1. Create a variable by Set Variable input by setting its name and value
set variable example

Branch on String is type of input to apply "Comparison" (=,contains,starts With,ends With) on two strings, the string can either be a Variable or user input string.

There are following Steps to add Branch on String:



+Branch on String



All the variables you have created in IVR will auto load in a list in Branch on String. You can select either from them.

i.e the variable named "variable0" is loaded here.

Branch on String first value



These operators ((=,contains,starts With,ends With) are available to apply on first and second string.

Note:

= refers to String 1= String 2
contains refers to String 2 exists anywhere in String 1
start with refers to String 1 starting with String 2
end with refers to String 1 ending with String 2

Branch on String operator



Select the second variable from the list of available variables.

Branch on String second value

While selecting strings you can also ask user to input a string for both first and second variables. ICR Call Flow allows you to select a variable or to ask the user to input it.

Branch on String input strings



To make a full IVR call flow by using Branch on String input

You are to

  1. Create a variable by Set Variable input
  2. Apply string comparison by selecting variables and values
  3. Set the flow if comparison result is true
  4. Set the flow if comparison result is false
Branch on String example

Increment By One is type of input to "Increment" a variable value by 1.

There are following Steps to add Increment By One Input:



+ increment  by one



You can select any variable from the list of available variables to add 1 in its value.

increment  by one select variable




To make a full IVR call flow by using Increment By One input

You are to

  1. Create a variable by Increment By One input by setting its name and value
  2. Select it for increment by Increment By One input. The entire created variable will load in variable list in Increment By One input, you can select any 1 from them
increment  by one example

Reserve Variable is type of input to "Save" the current value of a variable.

There are following Steps to add Reserve Variable Input:



+ reserve variable



You can select any variable from the list of available variables to save its value.

reserve variable  select variable




To make a full IVR call flow by using Reserve Variable input

You are to

  1. Create a variable by Reserve Variable input by setting its name and value
  2. Select it to reserve by Reserve Variable input. The entire created variable will load in variable list in Reserve Variable input, you can select any 1 from them
set variable example

Set Many Variables is type of input to "Assign" values to multiple variables together, these variables can be Reserve variables or normal variables created by Set Variable input.

There are following Steps to add Set Many Variables input:



+ set many variables


You can write value for a variable or can select any other variable to assign its value to selected variable. You can set values for as many variables as much you want by clicking + sign in Set Many Variables input.

set many variables write value




To make a full IVR call flow by using Set Many Variables input

You are to

  1. Create variables by using Set Variables input
  2. Add Set Many Variables input
  3. Select the variables from the list and assign value to each one
set many variables example

Call Properties is type of input to "Save" current call properties (ANI,DNIS,Start Time,Elapsed (S) ) to variables together, these variables can be Reserve variables or normal variables created by Set Variable input.

There are following Steps to add Call Properties input:



+ call properties


You can assign any property value for current call to any variable in the list, yet it is best practice to assign 1 property to 1 variable, because if you assign multiple values to a single variable it will override the variable old value and you can get only the last value. You can set values for as many variables as much you want by clicking + sign in Call Properties input.

Note:
ANI refers to the caller number.
DNIS refers to the IVR DID Number/phone number /customer service number that is pointed to the call flow.
Start time refers to the time when call was started.
Elapsed refers to the time how much time call was connected.

call properties select variable




To make a full IVR call flow by using Call Properties input

You are to

  1. Create variables by using Set Variables input
  2. Add Call Properties input
  3. Select the variables from the list and assign call property to each one
call properties example

Increment Variable is type of input to "Increment/Decrement" the value of a variable (created by Set Variable input) by a number or by the value stored in any variable.

Note:
Increment Variable will auto load its adjacent variable (created by Set Variable input) to apply Increment/Decrement on it.

There are following steps to add Increment Variable input:



+ increment variable



increment variable set increment decrement



increment variable set value




To make a full IVR call flow by using Increment Variable input

You are to

  1. Create a variable by Set Variable input to apply increment/Decrement on it
  2. Add Parse Increment Variable input and set its name
  3. Select Increment/Decrement
  4. Write the Increment/Decrement value or select a variable
increment variable example

String Length is type of input to get "Length" (In words,In Chars) of any string stored in a variable. The length value will be stored in a new variable which is name of this input.

There are following steps to add String Length input:



+ string length


String length input can get the length in two formats either in Words or in Characters. You can select any format from the two (Words, Chars).

string length select type


All the variables you have created in IVR will auto load in a list in String Length input. You can select either from them to get its length.

string length select variable




To make a full IVR call flow by using String Length input

You are to

  1. Create a variable by Set Variable input
  2. Add the String Length input
  3. Select length format
  4. Select the variable to get its length
string length example

Parse Date/Time is input to get date and time "Components" from the current time or from the variable storing date-time value.

There are following Steps to add Parse Date/Time input:



+ parse date time


In Parse Date/Time input there is 1 default variable which holds current date time, you can select this one or can select any other variable which is storing time to get date and time components.

parse date time select variable


There are following components you can get from date-time variable:

M/d/yyyy
d/M/yyyy
yyyy-MM-dd
h:mm am/pm
h:mm:ss am/pm
seconds
minutes
hours (24h)
day of month
day of week
month number
month name
year
AM or PM
Unix time
You can check more detail regarding date time components from here

parse date time select component




To make a full IVR call flow by using Parse Date/Time input

You are to

  1. Add Parse Date/Time input and set its name
  2. Select current time variable
  3. Select the date or time component you want to get from current time
parse date time example

Evaluate Math is type of input to "Process" mathematical functions on data and get the result.

There are following Steps to add Evaluate Math input:



+ evaluate math


The list of supported math functions can be seen by pressing ? icon in Evaluate Math input, the help regarding each function is also available there.

evaluate functions help

And you can write math function in the following way

evaluate write function




To make a full IVR call flow by using Evaluate Math input

You are to

  1. Add Evaluate Math input and set its name
  2. Write math function with their appropriate values to get the result
evaluate example

Branch on Yes/No is type of input to get user "Affirmation" regarding a statement in form of Yes or No.

There are following steps to add Branch on Yes/No input:



+ branch yes no


You are to select the variable or to write the statement to get user response in yes or no, the variable should also save a statement.

branch yes no selact variable




To make a full IVR call flow by using Branch on Yes or No input

You are to

  1. Add Branch on Yes or No
  2. Select the variable or write the statement
  3. Set the flow if user answer is “Yes”
  4. Set the flow if user answer is “No”
branch yes no example

Concatenate is type of input to "Combine" the variables and strings in one variable.

There are following steps to add Concatenate input:



+ concatenate



concatenate select variables




To make a full IVR call flow by using Concatenate input

You are to

  1. Create variables by Set Variable input to concatenate them
  2. Add Concatenate input and set its name
  3. Write string values or select variables
concatenate example

Substring is type of input to get "Part" of a string from beginning to end.

There are following steps to add Substring input:



+ substring


You are to select the variable or to write the string to get sub-string from it.

substring select variable


You can specify string characters/words from start and end to get a sub-string from the string.

substring select set characters words




To make a full IVR call flow by using Substring input

You are to

  1. Add a Variable and set its value
  2. Add Substring input and set its name
  3. Select the Variable
  4. Set the length of words/characters to get from start
  5. Set the length of words/characters to get from end
substring example

Exit App is a button to close the current App. Remember to save current App if you want to view it later before pressing this button.

btn exit app

New App is a button to open a new IVR, Remember to save you App if you want to view it later before pressing this button because this will lost your current progress if you have not saved the you current IVR.

btn new app

Save is a button to save current IVR. It is required to login before saving the IVR. You have to create a new account if you are a new user.

btn save

Delete is a button to delete current saved IVR. This button is disabled until you save the IVR.

btn delete

View IVR is button to view current IVR. The best practice is to login and then create an IVR so that you can view it any time, if you create the IVR first and then tries to view it without being login; you have to lose IVR to login to system. It is required to login before saving the IVR. You have to create a new account if you are a new user.

btn view ivr

New Tab is a button to create a new tab within the current application. All the variables you have created in 1 Tab are also accessible within other tabs. You can also jump from one Tab to another in IVR call flow diagram using “Jump to Page” input.

btn exit app

There are the following tabs in IVR Call Flow Configuration panel

>> Default Error Handling

In Default Error Handling you can set the messages and appropriate action (Keep reprompting,Hang Up,Transfer to) against an error like Silence and Invalid Entry.

For Silence/Invalid Entry

If caller remains silent till DTMF timeout (maximum wait time while typing digits) or does an invalid entry during the call, he/she will listen the 1 time error message and if he/she remains silent or does the invalid entry again he/she will listen message for 2 times and so on. You can handle this error message listening unlimited times.

After the caller has listened the entire messages and limit of error has exceeded, you can specify the action like

  • Keep reprompting (continue the call)
  • Hang Up (end the call)
  • Transfer to (transfer the call to any other number, you have to specify ten digits number in this action as well)
setting errors

>> Sound and Feel

In Sound and Feel you can set the following values

Default Currency

You can select the default currency from the list of available currencies, the module that says numbers as currency will use this unit.

settings currency

Global Shortcuts

Global Shortcuts are the shortcuts defined against keys combinations. These are usually shortcuts to Pages. You can create unlimited shortcuts but the key combination for each shortcut should be different. To create a global shortcut you are to do the following steps

  • Select a combination from list of pre-defined combinations
  • Select the Tab/area to jump to
settings shortcuts

>> Input

In Input you can set only DTMF timeout value

DTMF timeout

DTMF timeout is maximum wait time while typing digits. This is time in seconds. The default time is 3 second. If a user remains silent till that time an error occurs.

settings dtmf timeout

>> Post-Call Processing

Post–Call Processing is the action which should be taken after when call ends. You can select one out of 2 actions

  • No Action
  • Insert into Table

No Action

No Action means to do nothing upon call hangup.

settings no action

Insert into Table

Upon selecting this action you have to select the table from the list of tables and then need to select the option to save all the variables or selected variables holding current call data. For optional variables you also have to select the field name and its value.

settings insert into table