OfficeServ 7100
PROGRAMMING
TECHNICAL MANUAL
PART 8 APRIL 2007
8.1.32
Planning:
The customer has provided a specific list of information that is needed. One way
to accomplish this is to make a Mailbox and simply prompt the customer to
leave all of this information. However, callers may miss a certain piece of
necessary information, so we need a way to "force" the caller to leave their
answers. To do that we need a way to ask the caller a question and get a verified
response. This sounds like the perfect job for a Query block!
A Query block has a very simple purpose: it asks the caller a question, records
the answer, and then either forwards the answer to another Query block or to a
Mailbox. The General screen for the Query block has several sections. The
Query Script section contains the prompts used to ask the caller the question,
as well as the error, invalid, and exit prompts played in response to caller
answers.
Script Controls contains various settings that govern the Query. Repeat query
and Repeat exit determine if the query or exit prompts are repeated if the caller
does not respond. Auto replay determines whether or not to replay the caller's
answer to the caller, and Last query determines if this Query block is the last in a
chain. A chain of Query blocks is typically called a Question and Answer
application.
The Transcription section contains two fields. Header prompt is a prompt that
will be played before the customer's answer when the answer is recorded to a
message. Mailbox determines the Mailbox block that the answer will be sent to.
The Call Information screen holds digit assignments and caller interface options.
Take input from determines whether this Query is looking for a voice or DTMF
response. Maximum caller response determines the maximum number of
seconds (for voice responses) or digits (for DTMF responses) the caller can
record an answer for. Wait for voice response and Wait for DTMF response
determine how long to wait before assuming the caller will not answer. The Digit
Assignment section contains the single digit options available to the caller when
recording their response.
Because we need 4 key pieces of information we will probably want to use 4
Query blocks, each forwarding the response to the next, and the final Query will
assemble the responses and send them to a mailbox. We will use 6001 through
6004 for Query prompts and 6005 through 6008 for Header prompts. Prompt
6000 will be used to provide a special Goodbye message to the caller.
But from there we need to make sure the on-call technician receives the
information, so we will need that Mailbox to call the technician's cell phone once
it receives the message.
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