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
- 1 Menu
- 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
Menu
This block plays a menu prompt with options to choose from and then allows the caller to select an option by pressing a DTMF key.
- The menu prompt announces options with corresponding keys from a phone keypad (0-9, *, #). Each selected option corresponds to a conditional exit.
- The caller presses the key corresponding to the desired menu option.
- The block receives the input from the caller and processes the corresponding conditional exit.
If a key is not defined, it has no meaning and is considered invalid. The Menu block informs the caller if the input is invalid, or if the time allotted for the caller to enter digits expires. If a caller enters an invalid option or does not enter an option in the allotted time, the scenario executes the subsequent block in the flowchart.
To assign a menu option to a key, select the checkbox corresponding to that key in the Valid choices section. When you enable a key, a text field appears where you can enter a description of the option enabled by this key. The description you enter here will appear in the flowchart as the label of the conditional exit corresponding to the key. By default, the label is the key name.
Conditional Exits
You can configure a conditional exit for each telephone key (0-9, *, #). By default, the block has conditional exits for keys 1 and 2.
Prompts
- Prompt to play - The prompt the scenario initially plays to the caller. Usually this prompt explains the available menu options. For example, the prompt can say For customer service, press one, for technical support, press two, to speak with an operator, press the pound sign.
- Timeout prompt - The prompt the scenario plays when the time allotted for the caller to respond expires.
- Invalid input prompt - The prompt the scenario plays when the caller enters an invalid key.
- Short version of main prompt - The short version of the main prompt (Prompt to play) the scenario plays after the Timeout prompt and Invalid input prompt. This prompt can remind the caller about the available menu options.
Settings
Allow interrupting prompt by a phone button – Select to allow callers to interrupt the prompts by entering the desired option at any time; uncheck if input is not allowed until the prompt is complete.
Input Timeout - The number of seconds the scenario waits for a caller’s input after playing the initial prompt or its short version before playing the Timeout prompt. If left blank, the block will wait for input indefinitely.
Retries - The maximum number of times the voice application will allow the caller to provide input after the input timeout expiration or invalid input. If the number of retries is reached without successful input, the scenario moves to the next block in the flowchart. This parameter can either be set explicitly or via a scenario variable. This parameter can be set to zero to exit menu without retries.