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After configuring the context's basic settings, you should define the actions specific to each option that will be available to the caller. To do so, use the controls available in the the Edit Actions for <context_name> Option <selected_option> page page.

Add action

Use this section to choose the action you want to be performed for the selected option.

• Action:  Select one of the available actions.
• Description:  A short description of the selected action's outcome from the caller's perspective.
• Add in position:  Specify the action's position inside the option's sequence of actions.

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The content of this section is dynamically generated based on the the Action previously previously selected.

Set up the action

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By using the Call Interactive mechanism you can program the IVR to behave in a certain way using HTTP REST interaction with a remote application.

• Request method:  Select one of the two available HTTP request methods:
  • GET - This method requests a representation of the specified resource. This is the default value.
  • POST - This method submits data to be processed (e.g. from a HTML form) to the specified resource. The data is included in the body of the request and it may lead to the creation of a new resource, to the revision of the existing resources or both.
• Event ID:  Fill in a custom identification number that will be used to distinguish each request. The value must be alphanumerical and between 2 and 32 characters in length.
• Make request to:  Fill in the URL address you want the IVR to send the request. For more details, check the   Call Interactive documentation.
• Note:  Here you can write a brief description for the request.

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Where:

• <relation>:  Choose when the jump should be performed:
  • equal to - The jump will be performed when the CallerID name matches the one specified in the <name> text box.
  • different than - The jump will be performed for all the CallerID names that do not match the one specified in the <name> text box.
• <name>:  Specify the CallerID name to be matched or avoided.
• <context>:  Select one of the available contexts you want the jump to be performed to.
• <option>:  After selecting a destination context, you can choose the context option where the jump to be performed to:
  • start
  • timeout
  • invalid
  • 0–9, *, #

Each of these options these options can be configured with one of the available actions, depending on the context's purpose.

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Where:

• <relation>: Choose when the jump to be performed:
  • equal to - The jump will be performed when the CallerID matches the one specified in the <number> text box.
  • different than - The jump will be performed for all the CallerIDs that do not match the one specified in the <number> text box.
• <number>:  Specify the CallerID to be matched or avoided.
• <context>: Select Select one of the available contexts you want the jump to be performed to.
• <option>:  After selecting a destination context, you can choose the context option where the jump to be performed to:
  • start
  • timeout
  • invalid
  • 0–9, *, #

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Where:

• <context>: Select Select one of the available contexts you want the jump to be performed to.
• <option>:  After selecting a destination context, you can choose when the jump should be performed:
  • start – The jump is executed when the caller reaches the context.
  • timeout – The jump is executed when the caller remains inactive during the timeout time interval defined for the IVR.
  • invalid – The jump is executed when the caller presses a key (0–9, *, #) which has no action associated with it.
  • 0–9, *, # – The jump is executed when the caller presses the corresponding key on his phone pad.
• <variable>:  Specify the variable to be evaluated.
• <relation>:  Choose one of the available evaluation criteria.
• <number>:  Fill in the number you want the variable to be evaluated against.

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You can associate a numeric value to a variable using the the Record digits to variable or the  or the Set variable.

Play sound file

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Use the <style> drop-down list to select if the sound file will be played in background or in foreground.

Click the the  icon icon to view the available sound files or manually fill in the file location.

A popup window listing all the sounds matching the name specified in the text box will be displayed. You can read more about the Sound Manager in the the Appendix.

Record digits to variable

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• <number_of_digits>: Specify the number of digits the caller is expected to type.
• <variable>: Fill Fill in the name of the variable where the input will be stored.
• <x>:  Here you can set the number of seconds of inactivity after which the recording will be terminated. The accepted values range from 1 to 9. The default value is 5 seconds.

Select the the Play before starting recording check check box will allow the IVR to play a certain sound file before recording the caller's input.

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Where:

• <time_interval>:  Select one of the available time intervals. All the calls received by the IVR within this time frame will be transferred to the extension specified below.
• <extension1>:  Use the available box or click the icon to specify the extension the calls received in the selected time interval will be transferred to. On click, a pop-up window listing all the available extensions belonging to the same organization is displayed. All extension types can be used.
• <extension2>:  Use the available box or click the icon to specify the extension the calls received outside the selected time interval will be transferred to.

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Where:

• <time_interval>:  Select one of the available time intervals. All the calls received by the IVR within this time frame will be transferred to the context specified below.
• <context>:  Select one of the available contexts you want the calls to be transferred to.
• <option>:  After selecting a destination context, you can choose the option when the jump to be performed:
  • start – The jump is executed when the caller reaches the context, if within/outside the selected time interval.
  • timeout – The jump is executed when the caller remains inactive during the timeout time interval defined for the IVR, if within/outside the selected time interval.
  • invalid – The jump is executed when the caller presses a key (0–9, *, #) which has no action associated with it, if within/outside the selected time interval.
  • 0–9, *, # – The jump is executed when the caller presses the corresponding key on his phone pad, if within/outside the selected time interval.

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Where:

<extension_number>:  Use the available box or click the icon to specify the extension the calls will be transferred to.

Select the the Play sound before transferring transferring check box to allow the IVR to play a certain sound file before transferring the call.

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• Transfer call to number contained in variable:  Use the text box to specify the name of the variable that contains the number the calls will be transferred to.
• Allow transfers to external numbers:  Select this check box to enable transfers to external numbers.

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This action can be used to introduce a delay between two consecutive actions.

• Wait for <x> seconds:  Use the text box to specify the delay. The accepted values range from 0 to 600 seconds.

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After configuring the action, click OK click OK to add it to the context or Cancel or Cancel to reset the controls.

Change action position

The position inside the the Actions list list defines when a certain action is executed,  ee.g. 2 means that, when the caller is provided with an option from the IVR context, the action is executed second, after the one from the first position. You can see a rule's position in the the No column column of the the Actions list list.

You can use the the  icons icons from the the P column column of the the Actions list list to change the position of the action. The number of changes is displayed on top of the table. In order for the changes to be effective, you have to click the the Apply the changes link link.

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voipnow300_extensions/ivr/edit_ivr_action

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