Contents
- Introduction
- Scenario Builder Application
- Scenario Blocks
- Accept
- Add to Calling List
- Answer
- Attached Data
- Collect Digits
- Comment
- Connect Call
- Connect Chat
- DB Execute
- Exception Handler
- Exit
- Fetch URL
- Find Agent
- Get Next Record
- Get Statistics
- Get User Configuration
- Goto
- If
- Internal Message
- Log
- Menu
- 1 Play Prompt
- Record
- Request Callback
- Request Input
- Request Skill or Service
- RightNow Create Object
- RightNow Screen Pop
- RightNow Search
- RightNow Select Account
- RightNow Update
- Salesforce.com Delete
- Salesforce.com Insert
- Salesforce.com Screenpop
- Salesforce.com Search
- Salesforce.com Update
- Save Survey Response
- Self-Service Provided
- Search Directory
- Send Message
- Set Agent State
- Set Disposition
- Set Priority
- Set Prompt Language
- Set Variable
- Start Another Scenario
- Stop Prompt
- Voicemail
- Wait
- Web Screen Pop
- Zendesk Create Object
- Zendesk Screen Pop
- Zendesk Search
- Zendesk Select Account
- Zendesk Update
- Variables and Expressions
- Voice Segment Types
- Scenario Example
Play Prompt
This block plays a voice or music prompt. This building block is also useful for reporting an error or the outcome of an operation for testing purposes. For scenarios in which input from the caller is expected in response to a prompt, use the Menu and Collect Digits blocks.
Prompts
- Prompt to play - The prompt the scenario will play to the caller. Click select to select (or create) the prompt that this block will play. Prompts already defined for this scenario will appear in a new dialog window. Select the desired prompt and click "Select". To create a new prompt, click the Add new button. For more information, see section Voice Segment Types.
Settings
Allow interrupting prompt by phone button – Select this check box to allow callers to interrupt the prompt by pressing a phone key.
Re-use digit from interrupting button in the next block – Select this check box if the digit(s) entered by the user should be preserved for potential use in the scenario block that immediately follows this one. If the next block is Menu or Collect Digits, its initial prompt will be interrupted immediately and the preserved digit(s) will be used as input. If the next block is another Play Prompt block, its prompt will be skipped altogether as long as the option Allow interrupting prompt by phone button is selected in that block.
Exit immediately and continue playing prompt in background – Select this check box to exit the block immediately and proceed with normal scenario execution while the prompt playback continues in the background until one of the following occurs: (1) termination of the call by the listening party, (2) execution of the Exit block, (3) execution of the Stop Prompt block, or (4) execution of any other scenario block containing a voice prompt. Note one exception to (4): if another Play Prompt block is executed with this option unchecked, the requested prompt will be played once, and the playback of the original continuous prompt will resume.