Amanda Amanda@Work.Place Version 3.xx, Руководство по установке

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138 Installing Amanda@Work.Place
• Don’t use open-ended or ambiguous questions.
For example, use “Do you have your account number?” rather than
“Have your account number ready.”
• Be polite, non-judgmental, and avoid humor.
For example, use “That password is invalid” rather than “You entered
the password incorrectly.”
Using the Telephone Keypad
If the users enter their choices via the telephone keypad, follow these
guidelines:
• Assign keys consistently. This is especially true for Delete and other
destructive options.
For example, don’t use 3 for Delete on one menu and Save on another.
• Offer alternates to * and # keys because those keys might be dis-
abled.
• Use keys 1 and 2 for the most frequently selected options. Users ex-
pect to use the 1 and 2 keys most often.
• Avoid using keys 1, 2, 5, and 8 as destructive options.
You might want to avoid 5 and 8 entirely as they are the most error-
prone key choices. (These two keys are the only ones with a key in each
direction.)
• Use the rows and columns of the keypad effectively.
• Use the left column for actions that precede or are lower than others.
• Use the right column for actions that follow or are higher than others.
For example use a number in the left column to lower a volume and the
corresponding number in the right column to increase a volume.
• Consider using a key in the top row as a response to a greeting that
says “Go to the top” and a key in the bottom row in response to “Go
to the bottom.”
Choosing Tokens
A number of commands from the Token Programming Language make IVR
easier and voice forms possible.