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
- Play Prompt
- 1 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
Record
This block provides a way for a scenario to record a message over the phone and store it as a shared voice segment for subsequent use in other scenarios. Note that such a shared voice segment must first be created via the Contact Center Administrator application and then selected as the value of property Shared voice prompt of this block (see below).
This block will record message in the “current” scenario language. The default current language is English - United States. To change the current language, use the Set Prompt Language block. To record one voice segment in two different languages in the same scenario, you can set the first desired language, use the Record block, then set the second language and use the Record block again with the same setting of the Shared voice prompt property.
- Note: Before version 3.7.7, a combination of the Record and EMail scenario blocks were used to implement recording and distribution of voicemail messages. In version 3.7.7, the Voicemail block was introduced to combine the above functions and support various storage and playback options specific to voicemail. Starting from version 3.8, ServicePattern also supports a built-in voicemail function.
Conditional Exits
- Silence - Executes when silence is detected. The Detect Silence check box must be selected and the Cancel on initial silence of parameter must be specified.
- Error - Executes when a block error occurs.
- Max Recording Time Exceeded - Executes when the Maximum duration is exceeded.
- Cancelled – Executes if the recording is cancelled by the user.
Prompts
- Confirmation menu prompt - The block plays this prompt after replaying the recorded message. This prompt will normally offer the following options: accept the recording, record again, and cancel recording. The user will be expected to select the desired option by pressing the phone key specified for each option (by default, these are digits 1, 2 and 3 respectively).
Settings
Title text - The name of the block instance.
Maximum duration - Specifies the maximum duration of the recording in seconds.
Recording encoding - Encoding method. Select G.711 (default) for the best quality or GSM6.10 for a smaller file.
Name of the variable to store resulting recording URL - This parameter specifies the name of the scenario variable that will store the full HTTP URL of the recording.
Detect silence - If selected, the block will analyze the voice stream in order to reject empty messages and determine the end of message. Note that this option requires more processing power.
Cancel on initial silence of - The block will use the Silence exit if no voice energy is detected during the specified number of seconds.
Silence cut-off - The block will stop recording after the specified number of seconds of continuous silence is detected following a period of voice energy.
Confirm before saving – If selected, the block will play the recording back to the caller and ask the caller to confirm or re-record the message before it is saved.
Beep at start of recording – If selected, the block will provide a tone indicating the beginning of the recording.
Shared voice prompt – Name of the shared voice segment where the recorded message will be stored.