4) Setting Step Outcomes
1) Add steps - Transfer Call
Before we set the Play TTS and Capture outcomes,
- add two Transfer Call steps to the script. These will handle the transfers to 'Sales' and 'Support'
- rename them to Transfer Call to Sales and Transfer Call to Support
The new script design is shown in Fig. 1.
Fig. 1 - Script with Transfer Call steps
It is possible to move the steps as a group in the Designer. Click on all steps to be moved while holding down the 'shift' key. Keep holding down the 'shift' key and drag the steps into position. If you release the shift key and then try to drag, you will deselect the group the next time you click on a step.
2) Set the outcomes - Play TTS and Capture
The Play TTS and Capture step has the default outcomes Fail, Other Digits and Call Ended, as shown in Fig. 2.
Fig. 2 - PlayTTS and Capture - Outcomes 1
With the Play and Capture components, you can also create your own outcome fields. A new outcome is automatically created each time the component is linked to a new step.
The return value of the step depends on the configured Valid Digits and the Outcome Values.
Show example
If the Play TTS and Capture step has
- Valid Digits: 1, 2.
- New Outcome Value:
- <none set>
If the user inputs... The step will return... 1 Other digits 2 Other digits 3 Fail - 1
If the user inputs... The step will return 1 1 2 Other digits 3 Fail
- <none set>
Show procedure
- Using the link handle, link Play TTS and Capture to Transfer Call to Sales.
Fig. 3 shows the resulting Select Outcomes dialogue.
- Specify a new outcome value by
- checking the newly created field
- entering a new outcome value by overwriting the <enter outcome> text. In this case, enter 1 to indicate that if the caller enters 1, the call will be handled by the Transfer Call to Sales step.
- In the same way, link Play TTS and Capture to the Transfer Call to Support step with an outcome value of 2.
Fig. 4 shows the resulting script design.
If we select the Outcomes tab for the Play TTS and Capture step, we see the two outcomes that are connected to the Transfer Call steps (Fig. 5).
Fig. 5 - Play TTS and Capture - Outcomes 3
Notice that the three default outcomes - Fail, Other Digits and Call Ended - are not connected to any other steps. In practice, all outcomes for any step should be specifically handled to avoid unexpected errors.
The Other Digits outcome should go to a Play TTS or Play Recording step which would prompt the user to re-key his selection and then return the script to the Play TTS and Capture step. This loop might also include a counter to limit the number of attempts allowed. For the sake of brevity we have omitted this in this example.
3) Add step - End Call Transaction
Usually the last step before the Exit Script will be an End Call Transaction step (generating a Transaction Complete [TC] message to Softdial CallGem™).
The End Call Transaction step is required to
- terminate the call session properly
- report back call outcome information to Softdial CallGem™
- take the agent out of wrap
- make them ready for the next call
To add an End Call Transaction step:
- drag an End Call Transaction step into the design
- using the link handles, link all outcomes from each Transfer Call step to the End Call Transaction step
The resulting design is shown in Fig. 6.
The only time an End Call Transaction step is not required is
- if the call is running on the System campaign, or
- if the call is moved to another queue using the Requeue step