Call Flow Manager Guide

8/3/2019 Call Flow Manager Guide

1/36

INDeX Voice Manager 1.3Call Flow Manager

38HSC00001SBW - Issue 7 (02/2001)


2/36

Overview of Call Flow Manager Page ii

Call Flow Manager Page ii

INDeX Voice Manager 1.3 38HSC00001SBW - Issue 7 (02/2001)

Call Flow Manager.....................................................................................................3Overview of Call Flow Manager...................................................................................3Installing Call Flow Manager........................................................................................3Important Concepts .....................................................................................................4

Tree View ....................................................................................................................5Action Toolbar/Action Types........................................................................................6The Standard Toolbar .................................................................................................8

Using Call Flow Manager..........................................................................................9Starting Call Flow Manager .........................................................................................9Opening an Existing Action plan..................................................................................9Arranging Actions Plans ..............................................................................................9Connecting to a Server..............................................................................................10Displaying and Moving Toolbars................................................................................11Saving an Action Plan ...............................................................................................11Printing the Action Plan .............................................................................................12

Altering the CLI Directory ..........................................................................................13Altering the DDI Directory..........................................................................................14Adding New Actions ..................................................................................................15Modifying Actions ......................................................................................................15Adding a Connection .................................................................................................15Modifying Connections ..............................................................................................16Deleting Actions & Connections ................................................................................16Testing an Action Plan...............................................................................................17

Action Types ............................................................................................................18Start Action................................................................................................................18

Announcement Action ...............................................................................................19Give Menu Action ......................................................................................................20Menu Properties (Advanced).....................................................................................21Leave Voicemail Action .............................................................................................21Security Access Action ..............................................................................................22Access Code Properties............................................................................................23Set Condition Action..................................................................................................24Condition Choice Action ............................................................................................25CLI Choice Action......................................................................................................26DDI Choice Action .....................................................................................................27Read Voicemail Action ..............................................................................................28

Route by Tones Action ..............................................................................................29Transfer Call Action...................................................................................................30Hangup Action...........................................................................................................30Answer Call Action ....................................................................................................31Callback Request Action ...........................................................................................31CCM Reporting Action...............................................................................................32Agent Assist Run Dialogue Action.............................................................................32Agent Assist Agent Access Action.............................................................................32

Speech Editor ..........................................................................................................33Edit ............................................................................................................................33

Appendices ..............................................................................................................34Appendix A : Importing CLI Numbers ........................................................................34

Index.........................................................................................................................35

Contents


3/36

Overview of Call Flow Manager Page 3

Call Flow Manager Page 3


Call Flow ManagerOverview of Call Flow Manager

The purpose of Call Flow Manager is to create action plans for INDeXVoice system. Action plans instruct the INDeX Voice Manager on how tohandle incoming calls.

An action plan consists of actions (eg. Make Announcement, Hangup, etc)with connections to one or several following actions. Which connection istaken by a call depends on the type of action and its settings.

Example:Below is an example of a simple action plan.

The Start action ( ) appears at the beginning of a sequence of callflow controls. It defines (within its properties) the group number forcalls that should follow that call f low sequence.

The first action in this case is a Menu action ( ) which will routecallers to different following actions depending on which key theypress.

If callers press # they go to a Leave Voicemail action ( ).

If a caller just holds then they go to a Hangup action ( ).

Installing Call Flow ManagerInstallation of the Call Flow Manager Client and Server software is detailedin the INDeX Voice Server Installation manual. This manual covers the useof the Call Flow Manager client to create action plans.


4/36

Important Concepts Page 4



Important ConceptsThis section list the key ideas to understand about the Call Flow Manager.

Live Configuration:The action plan file 'actmgr.act' (found in c:\lucent\bin on the server) isthe plan used by the Call Flow Manager for real call control. It is wise tosave the plan under a different name on the Client PC before editing it.

Call Flow Server:

This part of Call Flow runs on the INDeX Voice Server. It holds thecurrently active action plan for the INDeX Voice Manager.

Call Flow Manager Client:This is the program covered by this manual. It runs on a Windows 95/NTPC connected by a LAN to the Voice Server.

Action Plans:The Call Flow Manager can create and edit multiple action plans. It cansend one of those plans to the INDeX Voice Manager to become thecurrent plan for calls.

Actions:Each action in a plan uses action types selected from a library of

possible actions. See "Action Types"on page 18.

Connections:These link the different actions. Each represents a different event oraction by the caller and the action that should follow.

Conditions:Some actions use conditions (eg. "Is it Friday and during workinghours?"). Calls then follow different connections according to whetherthe condition is currently 'true' or 'false'. Conditions are created usingthe Conditions Manager (refer to the Conditions Manager Manual).

Tree View:Shows an action plan as an expandable/shrinkable list.


5/36

Tree View Page 5



Tree ViewThe left hand side shows a list of actions used. Those actions with a +

symbol can be expanded (by clicking on the +) to show their connections.

Those actions with a - symbol can be contracted (by clicking on the -) tohide their connections. Right-clicking the mouse on any action orconnection will display its properties.

The right hand side shows a palette of Actions Types. Clicking and

dragging an Action Type over to the action plan will display its settings andthen add those as a new action in the action plan.

Quick Summary:

Expand: Click on a + symbol to display connections.

Contract: Click on a - symbol to hide connections.

Display properties: Right-click on an action or connection.

Add connection: Click and drag the connection tool to the starting

action (or press Insert).

Jump to following action: Double-click on the connection.

Test action: Click on or select Tools | Test.

Delete: Drag an action or connection to the waste bin (or press Delete). Move: You can click and drag actions up and down the tree.


6/36

Action Toolbar/Action Types Page 6



Action Toolbar/Action TypesThe same action can be used several times within an action plan. Eachtime you use an action it has an identifying name. The available actionstype are listed below. For full details of each see "Action Types" on page18.

Start: Sets the incoming directory number that triggers use of the

Start action and its following actions. A plan can contain several Startactions, each with a unique name and properties.

Make Announcement: Play a pre-recorded announcement to thecaller.

Give Menu: Select the next action based on which key the callerpresses.

Security Access: Select the next action based on the password thecaller enters.

Set Condition: Force a condition to be 'true' or 'false'.

Condition Choice: Select the next action based on a condition'scurrent state.

CLI Choice: Select the next action based on the CLI of the caller.

DDI Choice: Select the next action based on the DDI the callerdialed.

Read Voicemail:Start a voicemail reader program.

Leave Voicemail:Start a voicemail recording program.

Transfer Call:Transfer the caller to a specified number.

Route by Tone:Transfer the call using the 'Transfer to' setting of the mailbox number

that the caller dials.


7/36

Action Toolbar/Action Types Page 7



Hangup:End the call.

Answer Call:Changes the status of a call from 'connected' to 'answered'. The callstatus is used by the INDeX Call Centre Manager.

Callback Request:

Records the call's details and displays them in the INDeX Call CentreManager's Callback Request List.

CCM Reporting:Associates reporting categories for INDeX CCM reports with any callsrouted via the action type.

Agent Assist Run Dialogue:Routes callers into an Agent Assist service. This option only appears ifAgent Assist is licenced on the Voice Manager server.

Agent Assist Agent Access:Allows agent to access the messages help by an Agent Assist service.This option only appears if Agent Assist is licenced on the VoiceManager server.


8/36

The Standard Toolbar Page 8



The Standard ToolbarThe Standard Toolbar appears as:

Open Action Plan:Open an existing action plan file. See "Opening an Existing Action plan"on page 9.

Save Action Plan:Save the current action plan file. See "Saving an Action Plan"on page11.

Save and Make Live:Save the current action plan and make it the active ('live') plan on the

INDeX Voice Manager (ie. save it as Actmgr.act on the Server)

Delete:Delete the highlighted action or connection. Note that actions withexisting connections cannot be deleted until all connections have beenremoved first.

Jump to Next Action:

If a connection is highlighted, clicking this button jumps to the followingaction.

Test Action:Runs a test of the action plan starting at the highlighted action.Requests any CLI or DDI details necessary for the test.

CLI Directory:Used to store and associate a name with any known CLI numbers. Thedirectory entries are then available for use by CLI Choice actions. See"Altering the CLI Directory"on page 13.

DDI Directory:Used to store and associate a name with any known DDI numbers. The

directory entries are then available for use by DDI Choice actions. See"Altering the DDI Directory"on page 14.

Print:Print the action plan. See Printing the Action Plan on page 12.

Quick Summary:

Hide/show: Select View | Standard Toolbar.

Alter button size: Select View | Large Buttons.

Move toolbar: Click on the grey area around the buttons and drag thetoolbar to the position required.


9/36

Starting Call Flow Manager Page 9



Using Call Flow ManagerStarting Call Flow Manager

1. In the INDeX Taskbar, locate and double-click on the Call Flow Managericon ( ).

2. The Call Flow Manager will connect to the server that it previously used.

If Find Serverappears, see "Connecting to a Server" on page 10.

3. The Call Flow Manager will load the Live Configuration from the server.

Use File | Save as to save the Live Configuration under anothername to your Client PC.

Edit and test the saved copy of the action plan.

Only when you are sure that the new action plan is okay should you

use File | Save & Make Live.

Opening an Existing Action plan1. Click on or select File | Open.2. This displays a normal Open file dialog. Use this to select the actions

plan file required (action plan files have the extension .act).

Clicking on File also displays the last five opened actions plans. Clickon a file name in the list to open that file.

Arranging Actions PlansThe Call Flow Manager allows you to open several action plans at thesame time. Each plan appears in its own resizeable window within the CallFlow Manager window.

Each action plan window has standard Windows controls to maximize,minimize and close. The Window option in the menu bar provides controlsto organise the open actions plans.

1. Select Window from the menu bar.

Cascade arranges the action plans (except those minimised) in a pilewith the title bars visible and the current action plan on top.

Tile arranges the action plans (except those minimised) to equally fillthe Call Flow Manager window.

Arrange icons puts all the minimised action plans at the bottom ofthe Call Flow Manager window.

The file list shows the name of the open action plans with a tick markagainst the currently selected plan.


10/36

Connecting to a Server Page 10



Connecting to a ServerWhen run, the Call Flow Manager client needs to connect to an INDeXVoice Server.

Normally there is only one suitable server on a system and the Call FlowManager is pointed at that server during installation, however that may notalways be the case.

1. From the menu bar, select File | Server connection.2. A list of detectable servers appears.

3. Highlight the required server and then select Connect. There may be a

short pause whilst the client and server connect.

4. If the required server does not appear in the list or no servers appear in

the list, select Advanced>>. Select Search Specific Machine, Domain

or Workgroup, enterSDXand then click on Search.

5. When the required server is displayed, highlight it and then click on

Connect. There may be a short pause whilst the client and serverconnect.


11/36

Displaying and Moving Toolbars Page 11



Displaying and Moving ToolbarsMany of the tools bars in Call Flow Manager are 'floating toolbars'. Thismeans that they can be moved around the Call Flow Manager window to aposition you prefer.

The View menu also contains controls to show or hide different toolbarsand select large or normal buttons.

To move a toolbar:1. Position the cursor on the grey area adjacent to a button in the toolbar.

2. Click and drag the toolbar to the required position. If the position is nearthe edge of the window then the toolbar will 'dock' with the window.

To select/hide toolbars:

1. Select View in the menu bar.

2. Select on the toolbar to show or hide (current options are Standard

Toolbar, Action Toolbarand Status Bar).

To select large buttons:

1. Select View in the menu bar.

2. Select Large Buttons.

Saving an Action PlanThere are three options for saving plans, Save, Save as and Save and

Make Live. You can save plans on your client PC but only the live plan

(actmgr.act) can be saved on the Server. Note that plans saved on yourclient PC may not be accessible by other CallFlow Manager clients.

To save an action plan:

1. Click on or select File | Save from the menu bar. Using the Window's controls to close an action plan that has been

altered will display an option to save the plan.

To save an action plan to a new name/location:

1. Select File | Save As from the menu bar.

2. Use the file dialog box to set the file name and location.

To save a plan and make it the live plan:

The INDeX Voice Manager's live plan is actmgr.actfound in c:\lucent\binon the Voice Server.

1. Click on or select File | Save & Make Live.

2. Any changes to the action plan are saved. A copy of the plan is also

saved as actmgr.acton the server and becomes the live plan.


12/36

Printing the Action Plan Page 12



Printing the Action PlanThe Call Flow Manager can print an action plan. Call Flow Manager usesthe current default Windows printer settings.

1. Click on or select File | Print.An example action plan print out is shown below:

*** ACTIONS LISTING Page 1 ***

Start Here (Start Action)Group Number: 2000

ConnectionsNext Action -> Time Of Day

Time of Day (Condition Choice Action)Condition: Working Hours

ConnectionsFALSE -> Night WelcomeTRUE -> Day Welcome

Day Welcome (Menu Action)Instructions: Morning WelcomeInvalid Prompt: (0.00 sec)

Timeout Prompt: (0.00 sec)No of Retries: 3Timeout(sec): 10Repeat Instructions: Yes

Connections0 Key -> Operator8 Key -> Auto-Attendant9 Key -> Voice DropHash Key -> Message Desk


13/36

Altering the CLI Directory Page 13



Altering the CLI DirectoryThe CLI directory contains all the CLI (Caller Line Identification) entries thatyou want the INDeX Voice system to recognise. You use these when youinsert a CLI Choice action into the action plan (see "CLI Choice Action"onpage 26).

Note: The CLI Directory is part of the action plan being edited and not adirectory shared between plans.

To alter the CLI Directory:

1. Click on or select Settings | CLI Directory. The CLI Directory windowappears.

2. Select the actions required:

To delete a CLI entry, highlight it and then select Delete.

To modify a CLI entry, highlight it and then select Modify.

To add a new CLI entry, select Add.

The Import option is used to link to an existing database containingCLI numbers. For more details see "Appendix A : Importing CLINumbers" on page 34.

3. When adding or modifying a CLI entry, the CLI Directory Entry window

appears. Enter the setting as required and then select OK.

Name: The name of the person or company ringing from thisnumber.

Area Code: The area code for the number. 01 is supplied by defaultto which the rest of it needs adding.

No: The local telephone number of the caller.

Extension: The callers internal extension if applicable.

4. When finished altering the CLI Directory entries, click on OK to save thechanges.


14/36

Altering the DDI Directory Page 14



Altering the DDI DirectoryThe DDI directory contains DDI (Direct Dialing Inwards) numbers thatINDeX Voice should recognise. You use these when you insert a DDIChoice action into the action plan (see "DDI Choice Action"on page 27).

Note: The DDI Directory is part of the action plan being edited and not adirectory shared between plans.

To alter the DDI Directory:1. Click on the button or select Settings | DDI Directory. The DDI

Directory window appears.

2. Select the actions required:

To delete a DDI entry, highlight it and then select Delete.

To modify a DDI entry, highlight it and then select Modify.

To add a new DDI entry, select Add.

3. When adding or modifying a DDI entry, the DDI Directory Entry window

appears. Enter the setting as required and then select OK.

Name: The name of the person or company who is being rung onthis number.

No: The telephone number of the called person or company.

4. When finished altering the DDI Directory entries, click on OK to save thechanges.


15/36

Adding New Actions Page 15



Adding New ActionsTo add an action:

1. Click on the required action type icon and drag it to the tree view.

2. The properties menu for the action type appears (see "Action Types"on

page 18). At a minimum enter a name for the action and click on OK (or

Cancel to stop).

3. The new action is added to the end of the list of actions. You can click

and drag it to another position if required.

Modifying ActionsYou can edit an action by right clicking the cursor when over the action.This then displays the properties menu for that type of action (see "ActionTypes"on page 18).

When finished select OK to save the changes orCancel to clear thechanges.

Adding a ConnectionUse the following method to create a connection between two actions.

To add a connection:

1. Click and drag the symbol over the starting action.

2. The Select Connection End menu appears.

3. Select the action where the connection should end and click on OK.

4. If the starting action supports several possible connections, the

Connection Properties menu appears.

5. Use the From: drop-down list to select the event that should cause theconnection to be used and then click on OK.


16/36

Modifying Connections Page 16



Modifying ConnectionsYou can edit a connection by right clicking the cursor when over theconnection. This then displays the connection properties menu.

Starts at:

Action:The name of the action where the connection starts.

From:The name of the event in the starting action that cause theconnection to be used. If the action support several connection, thisitem is a drop-down list of available events.

Finishes at:The name of the action where the connection ends.

Show as Error Path:Not used.

Deleting Actions & ConnectionsActions and connections are deleted in the same way. However, an actioncannot be deleted until all connections to or from it have been deleted orredirected.

To delete actions or connections:1. Select the action or connection to delete.

2. Click and drag the action/connection to the waste bin or click on or

select Edit | Delete from the menu bar or press the Delete key.


17/36

Testing an Action Plan Page 17



Testing an Action PlanIt is possible to test an action plan, starting from any specific action,without having to make it the live plan. During the test, if the Call FlowManager requires information to determine which following connection touse, that information is requested on screen.

To run a test:

1. Highlight the action at which you want to start the test.

2. Click on the button or select Tools | Test.

No. to:This is the extension to which you want Call Flow Manager to play theprompts.

CLI:If the action plan includes a CLI Choice action, this box allows you toassociate a CLI number with the test.

DDI:If the action plan includes a DDI Choice action, this box allows you toassociate a DDI number with the test.

Conditions:

Allows you to preset for the test any conditions that are used by theaction plan. A tick mark indicates the condition is true.

3. To start the test, click on the button.

4. To stop the test at any point click on STOP.

5. When testing has finished select Close.


18/36

Start Action Page 18



Action TypesStart Action

The Start action begins a sequence of actions. It defines the originaltarget directory number that triggers use of the following actions. It is

possible to have several start actions, each with different starting numbers.

Monitored Directory No

Standard Voicemail:

Route calls arriving directly. Use the External check box to indicatewhether the action routes internal or external calls.

Specific Group:The system use the current first disposition of the Call Control Planrouting the call.

Answer:Sets the status of all calls handled by the INDeX Voice Manager as'answered' if ticked or 'connected' if not ticked The status is used by

INDeX Call Centre Manager. Next Action:

The name of the next action. The action is set by adding a connection(see page 15).


19/36

Announcement Action Page 19



Announcement Action

The Announcement action plays a recorded message to callers.

Announcement:

The message to play to callers. Use the Editbutton to change theannouncement.

Next:The name of the action to follow. The action is set by adding aconnection (see page 15).


20/36

Give Menu Action Page 20



Give Menu Action

The Give Menu action allows callers to select the service required bypressing the corresponding DTMF key.

Instructions:The message played to callers stating the keys to press to obtain

services. Use the Editbutton to change the message.

Invalid Input:The message played if the caller presses a key with no following actionset.

0 - 9, *, # Key:The action to take if the caller tone dials the corresponding key. Thetick boxes indicate whether the key tone should be passed on (no tick)to the next action or absorbed (ticked). The actions are set by adding aconnection (see page 15).

Note: If routing to an Agent Assist service ensure that the tick box isticked.

No. of Retries Allowed:The number of times the caller can try to enter a valid digit before the

Max Attempts Action(see below) is used.

Repeat Instructions:

If set then the Instructions message is repeated after the Wait for

Answer period or the Invalid Input message.

Wait for Answer:

The time allowed for the caller to enter a digit (ie. a DTMF tone). Timeout Action:

The action used if key no is pressed. The action is set by adding aconnection (see page 15).

Advanced:Allows actions to be assigned to additional tone keys. See "MenuProperties (Advanced)" on page 21.

Max Attempts Action:The action used if no valid key is pressed. The action is set by adding aconnection (see page 15).


21/36

Menu Properties (Advanced) Page 21



Menu Properties (Advanced)This is a sub-menu of the Give Menu actions' properties (see "Give MenuAction"on page 20). Some DTMF phones and devices can produce tones

in addition to the standard 0-9, * and # keys. The additional tones are A, B,

C and D.

The action for each tone is set by adding a connection (see page 15).

Clicking on Close returns to the main Menu properties screen (see "GiveMenu Action"on page 20).

Leave Voicemail Action

Accesses the message desk or a specific mailbox for callers to leave

a message.

Mailbox Selection:

Provided by Caller:If set, then Call Flow Manager requests callers to enter the mailboxnumber they require.

Specific Mailbox:

If set, callers go to the mailbox specified by Mailbox.

DDI Number:If set, opens the mailbox that matches the calls DDI number. It usesthe last four digits of the DDI received. For DDI numbers longer thanfour digits, only the last four digits are used.

Next:The following action if callers hold after leaving a message or does notselect a mailbox. The action is set by adding a connection (see page15).


22/36

Security Access Action Page 22



Security Access Action

The Security Access action requires callers to enter an access codeto before proceeding.

Instructions:The instructions played to a caller to request they enter a password. Use

the Editbutton to change the message.

Invalid Input:The message played if an incorrect password is entered.

Timeout:

The message played if the caller does not respond within the Durationspecified.

Unknown Code:

The action used if the No. of Retries Allowed is exceeded. The actionis set by adding a connection (see page 15).

Timeout:

The action to take if no password is entered within the Duration period.The action is set by adding a connection (see page 15).

Access Codes:Displays the valid access codes. Each code can have a differentfollowing action set by adding a connection (See "Access CodeProperties"on page 23).

No. of Retries Allowed:The number of times the caller can try to enter a valid password before

following the Unknown code action connection.

Repeat Instructions:

If set, then the Instructions are repeated after each incorrect try and

the Invalid Input message.

Duration:The time allowed for the caller to enter the first digit of a password.


23/36

Access Code Properties Page 23



Access Code PropertiesThe Access Code Properties menu is used by the Security Access action

(see "Security Access Action"on page 22) to setup each Access Codesthat is will recognise.

User:The name of the user to which the access code applies.

Access Code:The password. When it is typed in it appears as stars. Note, the lengthof all the passwords must be the same.

Confirmation:

The password repeated. If different from the one entered underAccessCode then an error message is displayed.

Action if Entered:The actions to follow if the access code is entered. The action is set byadding a connection (see page 15).


24/36

Set Condition Action Page 24



Set Condition Action

The Set Condition action allows you to manually switch a condition to'true' or 'false'. Conditions are defined by the Conditions Manager.

Name:The name of the condition to set. It is selected from the drop down list of

available conditions. Clicking on Edit starts the Conditions Manager atthe appropriate condition's settings.

True:If set then the named condition is forced to 'true'.

False:If set then the named condition is forced to 'false'.

Next Action:The name of the action to follow. The action is set by adding aconnection (see page 15).


25/36

Condition Choice Action Page 25



Condition Choice Action

The Condition Choice action links to different following actionsdepending upon whether a named condition returns 'true' or 'false'.Available conditions are defined using the Conditions Manager.

Name:The name of the condition to use. It is selected from the drop down list.

Clicking on Edit starts the Conditions Manager at the appropriate

condition's settings. Action if True:

The next action if the condition is true. The action is set by adding aconnection (see page 15).

Action if False:The next action if the condition is false. The action is set by adding aconnection (see page 15).


26/36

CLI Choice Action Page 26



CLI Choice Action

The CLI Choice action links to different actions based on the caller'sCLI (Calling Line Identifier) from digital line.

Known CLI:

Directory Entries:Shows the names of CLI numbers selected from the CLI directory.Each name can have a different following action set by adding aconnection (see page 15).

Add:Displays the CLI Directory from which you can select a new CLI toadd (see "Altering the CLI Directory" on page 13).

Delete:Delete the highlighted CLI from the list (but not from the main CLIdirectory).

Exceptions:

Unknown CLI:The following action if the caller's CLI number does not match any of

the Directory Entries. The action is set by adding a connection (seepage 15).

No CLI:The following action if the call provides no CLI number. The action isset by adding a connection (see page 15).


27/36

DDI Choice Action Page 27



DDI Choice Action

The DDI Choice action links to different actions based on the DDI(Direct Dialing Inwards) dialed by the caller. Requires the call to arrive onDASS or DPNSS.

Known DDI:

Directory Entries:Shows the associated name of DDI numbers selected from the DDIdirectory. Each name can have a different following action set byadding a connection.

Add:Displays the DDI Directory from which you can select a new DDI toadd (see "Altering the DDI Directory" on page 14).

Delete:Delete the highlighted DDI from the list (but not from the main DDIdirectory).

Exceptions:

Unknown DDI:The following action if the caller's DDI number does not match any of

the Directory Entries. The action is set by adding a connection (seepage 15).

No DDI:The following action if the call provides no DDI number. The action isset by adding a connection (see page 15).


28/36

Read Voicemail Action Page 28



Read Voicemail Action

Accesses a mailbox for callers to retrieve messages.

Mailbox Selection:

Caller Extension:If set, then Call Flow Manager uses the mailbox that matches thecaller's extension number (if internal).

Specific Mailbox:

If set, callers go to the mailbox specified by Mailbox.

Caller Dialled:If set, callers are requested to dial the number of the mailbox theyrequire.

Next:The following action if no valid mailbox is selected or the caller holdsafter checking the messages. The action is set by adding a connection(see page 15).


29/36

Route by Tones Action Page 29



Route by Tones Action

Allows callers to dial the mailbox number of the person to whom they

want to speak. The call then follows that mailbox's Transfer to settings.

Prompts:

Greeting/Instructions:

The greeting played to callers. Use the Editbutton to change thegreeting.

Unknown Extension:

The message played to callers who dial a number that has nomatching mailbox.

Timeout:The message played if a caller does not dial a number. It is followed

by the Timeout action (see below).

Retries:

Number Permitted:The number of tries to enter a recognised number allowed before the

Max Exceeded Action is used. Do not set this to zero.

Max Exceeded Action:The following action if a caller enters an invalid mailbox number too

often. Set by adding a connection (see page 15).

Timeout:

Maximum Wait:The time that the caller has to enter a number after the

Greeting/Instructions message. The default is 5 seconds.

Timed-out Action:The following action used if the caller does not dial a number. Theaction is set by adding a connection (see page 15).

Next Action:

Used if the dialed mailbox has no Transfer to active and the caller

presses * after leaving a message in the mailbox.


30/36

Transfer Call Action Page 30



Transfer Call Action

Transfers the call to a given number using either supervised orunsupervised mode.

Transfer:

Target:The number to which the calls should be transferred.

Supervised:

If ticked then the transfer is supervised, ie. if not answered, the callreturns to the Call Flow Manager. This option does not work withexternal numbers.

Ring Time:Sets how long a supervised transfer should ring before returning to

the Call Flow Manager and following the Next action. Remember thatthis may overridden by the called extension's own diverts and ringertimeout if shorter.

Next:The following action for supervised transfer calls that return asunanswered. The action is set by adding a connection (see page 15).

Hangup Action

Used to disconnect calls. This action has no parameters.


31/36

Answer Call Action Page 31



Answer Call Action

Calls answered by INDeX Voice Manager are given the status of

either 'connected' or 'answered' by theirStart action (see "Start Action"onpage 18). This status is used by the INDeX Call Centre Manager.

The Answer Call action can be used to change the status of calls routedthrough it from 'connected' to 'answered'.

Next:The following action set by adding a connection (see page 15).

Callback Request Action

The INDeX Call Centre Manager maintains a list of callback requestsalong with details of the caller. Details of calls routed to a Callback Requestaction are added to that list.

The action captures the callers CLI number if available and then promptsthe caller to confirm or change the number. If no CLI is available the actionprompts the caller to enter a number.



32/36

CCM Reporting Action Page 32



CCM Reporting Action

This action associates a Group Name and Topic Name with all callsrouted via it. The INDeX CCM uses those settings to separate reports oncalls routed via different instances of a CCM Reporting action. For fulldetails refer to the appropriate CCM manual.

Reporting Data:

The Group Name and Topic Name specified in the action are used bythe CCM to group reports on calls routed via the action.


Agent Assist Run Dialogue Action

This action is only available if Agent Assist is licenced on the Voiceserver. It provides an option to route callers into an Agent Assist service.For details refer to the Agent Assist Administration Manual.

Agent Assist Agent Access Action

This action is only available if Agent Assist is licenced on the Voiceserver. It provides an option for agents to call into an Agent Assist serviceto process messages. For details refer to the Agent Assist Administration

Manual.


33/36

Edit Page 33



Speech EditorEdit

Clicking on an Edit button next to a prompt, message or greeting withinany properties menu displays the Speech Editor controls. It is important tonote that prompts recorded through Call Flow Manager are stored as part

of the action plan file.

Name:A informational name for the recording.

No. to:The extension to or from which playing and recording of speech takesplace.

Duration:For information only, shows the length of the current recording.

Advanced:Clicking on this button displays/hides extra controls.

Script:Allows a text script to be added. This may help during recording ofthe message.

Import:Creates a link to an existing recording. This option supports a rangeof sound file formats. Note that if the file is moved or altered thechanges affect the INDeX Voice Manager. Recording a new promptremoves the link without altering the linked file.

Export:

Export the recording as a file to a range of sound file formats. Delete:

Deletes the recorded prompt.


34/36

Appendix A : Importing CLI Numbers Page 34



AppendicesAppendix A : Importing CLI Numbers

The Import button in the CLI Directory allows CLI number and associatednames to be copied from an existing database of CLI numbers and names.This can be used to add new entries or to replace existing entries.

The import function uses standard Microsoft database query functions andso can utilise a wide range of database and spreadsheet types. It willhowever expect two key fields for each entry, a name field and a numberfield.

The format of the name field should be "Text".

The format of the number field should also be "Text". The numbershould take the form:

area_code numberXextension

For example 01707 392200 X4311. The use of the spaces betweeneach part and the X before the extension number are important (this can

be replaced by an x, E or e). Note also that the extension number part isoptional.

area code: Must consist of digits only. Up to eight digits maximumand the first digit must be zero. If otherwise then will be imported aspart of the number.

number: Up to a maximum of 20 digits. If otherwise then will beimported as part of the extension number. Any non digits are ignored

except forX, x, E ore which can be used to signify that the followingdigits are for the extension number.

extension: Up to six digits maximum, any additional digits will beignored. Any non digits are ignored.

To import CLI data from an existing database :

1. Click on or select Settings | CLI Directory. The CLI Directory windowappears.

2. Select Import. The menu that appears will take you through the processof identifying the local or network source for the data you want to import.

3. After identifying the data source and selecting OK, the following menuappears.

4. Set the options as follows:

Table : Set to the name of the data table within the database thatshould be used.

Name : Set to the name of the field within the table that contains CLIname data.

Number : Set to the name of the field within the table that containsthe CLI number data.

5. Select Append orReplace as required and then select OK.


35/36

Index Index - Page 35



AA Tone 21Access Code Properties23act file 11

ActionAdd 15Agent Access 32Announcement 19Answer Call 31Callback Request 31CLI Choice 26Condition Choice 25DDI Choice 27Delete 16Hangup 30Leave Voicemail 21Make Announcement

19Menu 20Properties 15Read Voicemail 28Route by Tones 29Run Dialogue 32Security Access 22Set Condition 24Start 18Test action 17Transfer Call 30

Action Give Menu 20Action if false 25

Action if true 25Action plan

Open 9Save 11Save & Make Live 11Save as 11Testing 17

Action PlanPrint 12

Action toolbarHide 11

actmgr.act 11Add

Action 15CLI 13Connection 15DDI 14

Agent Access 32Agent Assist 32Announcement 19Answer Call 31Arrange icons 9

BB Tone 21Buttons 11

CC Tone 21Call transfer 30Callback Request 31

Cascade 9Check messages 28CLI

Test 17CLI Choice 26CLI Directory 13Collect messages 28Condition

Test 17Condition Choice 25Connection

Add 15Delete 16Error Path 16Finishes at 16Modify 16Properties 16Starts at 16

Connection end 15Connection Properties 15

DD Tone 21DDI

Test 17DDI Choice 27DDI Directory 14Delete

Action 16Connection 16

Delete CLI 13Delete DDI 14

Disconnect action 30DTMF menu 20

EEdit 33Error Path 16Export prompt 33

FFile

Open 9Print 12Save 11Save & Make Live 11

Save as 11Server connection 10

Find Server 10Finishes at 16Floating toolbar 11

GGive Menu 20Greeting

Record 33Group number 18

HHangup 30

IImport prompt 33

LLarge buttons 11Last files opened 9Leave Voicemail 21Live plan 11

MMailbox

Leave message 21Mailbox selection 28Make Announcement 19Make live 11Manual condition 24Menu 20Message

Record 21, 33Message desk 28Modify

Action 15

NName

CLI 13DDI 14

NewAction 15CLI 13DDI 14

NumberAccess Codes 22CLI 13CLI Choice 26

DDI 14DDI Choice 27

OOpen action plan 9

PPrint 12Prompt

Record 33Properties

Connection 15, 16Modify 15

RRead Voicemail 28Ring time 30Route by Tones 29Run

Actions Manager 9Run Dialogue 32Running a test 17

SSave 11Save & Make Live 11Save as 11Script 33

Search for server 10Security Access 22Select connection end 15Select server 10

ServerAdvanced 10Find 10

Set Condition 24Settings

CLI Directory 13DDI Directory 14

Show as Error Path 16Special tones 21Speech

Record 33Standard toolbar

Hide 11Start

Actions Manager 9Start Action 18Start test 17Starts at 16Status bar

Hide 11Stop test 17Supervised transfer 30

TTarget 30Test 17Tile 9Tone menu 20Tone routing 29Toolbar

Floating 11Move 11

Transfer Call 30

UUnsupervised transfer 30User access code 23

VView

Action Toolbar 11Large buttons 11Standard Toolbar 11Status Bar 11

W

Windows 9

Index


36/36

Index Index - Page 36

Performance figures and data quoted in this document are typical, andmust be specifically confirmed in writing by Avaya before they become

applicable to any particular order or contract. The company reserves theright to make alterations or amendments to the detailed specifications at its

discretion. The publication of information in this document does not implyfreedom from patent or other protective rights of Avaya, or others.

Intellectual property related to this product (including trademarks) andregistered to Lucent Technologies has been transferred or licensed to

Avaya.

This confidential document is the property of Avaya and without its priorwritten consent may not be disclosed to a third party nor copied.

Any comments or suggestions regarding this document should be sent to"[email protected]".

Copyright 2001 AvayaAvaya Global SME Solutions

Sterling Court15 - 21 Mundells

Welwyn Garden CityHertfordshire

AL7 1LZEngland

Tel: +44 (0) 1707 392200Fax: +44 (0) 1707 376933

Email: [email protected]

Web: http://www.sdxplc.com

Call Flow Manager Guide

Documents

Transcript of Call Flow Manager Guide