Answer Call
When a call is answered, this node executes.
When a call is answered, this node executes.
There are no parameters for this node type.
The following branch can be taken:
| Branch | How many? | Description |
| Next | 1 | This branch is always taken. |
Callback Slot
This node type offers timed call slots to the caller, allowing the caller to select one and scheduling the callback to that slot. Each of the next available time slots is offered one by one to the caller, with a limit on the number of different time slots that are offered before the caller has to give up or select one.
This node type offers timed call slots to the caller, allowing the caller to select one and scheduling the callback to that slot. Each of the next available time slots is offered one by one to the caller, with a limit on the number of different time slots that are offered before the caller has to give up or select one.
Note: If required, the parameters for this node type can be set to User-configurable so that they can accept values specified by a company administrator. For more information, see Adding user-configurable values.
The following parameters can be set:
| Parameter | How many? | Type | Description |
| DTMF Timeout | 0 or 1 | Integer | The timeout (in seconds) if no DTMF input is detected. This parameter can be set to User-configurable. |
| DTMF Timeout For Phone Number | 0 or 1 | Integer | The timeout (in seconds) if no DTMF input is detected for the caller’s phone number that they want to be called back on. This parameter can be set to User-configurable. |
| Maximum Retries | 1 | Integer | The maximum number of times a caller can retry entering the DTMF key. This parameter can be set to User-configurable. |
| Maximum Slots To Offer | 1 | Integer | The maximum number of call slots to offer to the caller. This parameter can be set to User-configurable. |
The following branch can be taken:
| Branch | How many? | Description |
| Next | 1 | This branch is always taken. |
How the node type works with announcements #
- For each available call slot, an announcement is played to the caller, offering them three options:
- Press 0 to accept
- Press 2 to be offered another day/time
- Press 3 to return to the call queue and continue to wait.
If the caller presses 0, an announcement is played, confirming the day and time scheduled for the callback.
If the caller enters an incorrect DTMF key, an “invalid answer” announcement is played (SYSTEM_ANNOUNCEMENT_SURVEY_INVALID_ANSWER.wav) and call slots are offered again.
If the caller fails to enter a DTMF key within the DTMF Timeout period, a “response not received” announcement is played (SYSTEM_ANNOUNCEMENT_RESPONSE_NOT_RECEIVED.wav) and they are asked to enter the DTMF key again.
If the caller either continues to enter invalid DTMF keys or repeatedly fails to enter a DTMF key within the timeout period, when the Maximum Retries parameter is reached, an appropriate announcement is played (SYSTEM_ANNOUNCEMENT_MAX_LIMIT_REACHED.wav) and the Next branch is taken either to move the call on to the next node in the call flow or to end the call.
If the caller presses 2, they will be offered the next available slot time until either a selection is made or the Maximum Slots To Offer parameter is reached, when an appropriate announcement is played (SYSTEM_ANNOUNCEMENT_MAX_LIMIT_REACHED.wav) and the Next branch is taken either to move the call on to the next node in the call flow or to end the call.
If the caller presses 3, they are returned to the call queue and hold music is played while they continue to wait.
- If a call slot is selected and the caller’s number is available, an announcement is played to the caller, offering them two options:
- Press 1 to be called back on this number
- Press 2 to be called back on a different number
If the caller presses 1, a thank you and goodbye message is played.
If the caller enters an incorrect DTMF key, an “invalid answer” announcement is played (SYSTEM_ANNOUNCEMENT_SURVEY_INVALID_ANSWER.wav) and they are asked to enter the DTMF key again.
If the caller fails to enter a DTMF key within the DTMF Timeout period, a “response not received” announcement is played (SYSTEM_ANNOUNCEMENT_RESPONSE_NOT_RECEIVED.wav) and they are asked to enter the DTMF key again.
- If a call slot is selected and either the caller’s number is not available (the caller CLI is restricted) or the caller presses 2 (requesting to be called back on another number), an announcement is played, prompting them to enter their chosen phone number for the call back (SYSTEM_ANNOUNCEMENT_CALLBACK_REQUEST_PHONE_NUMBER.wav).If the phone number is entered successfully, a thank you and goodbye message is played.
If the caller enters an invalid phone number, an “invalid answer” announcement is played (SYSTEM_ANNOUNCEMENT_SURVEY_INVALID_ANSWER.wav) and they are asked to enter the phone number again.
If the caller fails to enter a phone number within the DTMF Timeout For Phone Number period, a “response not received” announcement is played (SYSTEM_ANNOUNCEMENT_RESPONSE_NOT_RECEIVED.wav) and they are asked to enter the phone number again.
If the caller either continues to enter invalid phone numbers or repeatedly fails to enter a phone number within the timeout period, when the Maximum Retries parameter is reached, an appropriate announcement is played (SYSTEM_ANNOUNCEMENT_MAX_LIMIT_REACHED.wav) and the Next branch is taken either to move the call on to the next node in the call flow or to end the call.
Connected To Agent
This node type causes an audio file to be played to a caller when they are connected to an agent but put on hold. If required, multiple audio files (an address book) can be played.
This node type causes an audio file to be played to a caller when they are connected to an agent but put on hold. If required, multiple audio files (an address book) can be played.
There are no branches for this node type. It is simply a marker for the end of a call flow. When a caller is connected to an agent, this node executes.
The following parameters can be set:
| Parameter | How many? | Type | Description |
| Hold Music | 1 | AudioFile | The name of the audio file (or address book) to play to the caller. Note: If required, this parameter can be set to User-configurable so that it can accept a value specified by a company administrator. For more information, see Adding user-configurable values. |
DTMF Menu
This node type allows simple DTMF menus to be created.
This node type allows simple DTMF menus to be created.
To branch on a specific key, you need to add an optional branch by right-clicking on the node name and selecting Add “Key Pressed” Branch.
To set the branch parameters (branch name and key to match), select the new branch by left-clicking on the branch.
Note: If required, the parameters for this node type can be set to User-configurable so that they can accept values specified by a company administrator. For more information, see Adding user-configurable values.
The following parameters can be set:
| Parameter | How many? | Type | Description |
| Prompt | 1 | AudioFile | The audio file announcement to play to the caller. If required, multiple audio files (a play book) can be played. This parameter can be set to User-configurable. |
| Tone Audio | 1 | AudioFile | The tone file to play to the caller after the audio prompt is played (before DTMF input). If an audio file is not specified but Play Tone is set to True, a “beep” is played. This parameter can be set to User-configurable. |
| Play Tone | 1 | Boolean | Whether or not a tone is played after the audio prompt (before DTMF input). (True or False). The default value is False (no tone is played). This parameter can be set to User-configurable. |
| Timeout | 0 or 1 | Integer | The timeout (in seconds) if no DTMF digit is detected. The default value is 5. This parameter can be set to User-configurable. |
| Repeats | 1 | Integer | The maximum number of times to retry where the caller has not pressed any DTMF key and the node has timed out waiting for a DTMF keypress. The default value is 2. This parameter can be set to User-configurable. |
| Wrong Input Audio | 1 | AudioFile | The audio file announcement to play to the caller if they press an invalid DTMF key. This parameter can be set to User-configurable. |
| Wrong Input Repeats | 1 | Integer | The maximum number of times a caller can retry pressing the DTMF key if they press an invalid key. The default value is 2. Note: If this is not set, the value specified for Repeats is used. This parameter can be set to User-configurable. |
| Timed Out Audio | 1 | AudioFile | The audio file announcement to play to the caller if no DTMF key is detected within the timeout period. The default is that no audio will be played. This parameter can be set to User-configurable. |
The following branches can be taken:
| Branch | How many? | Type | Description |
| Key Pressed | 0 to 20 | ||
| Key | String | The DTMF key to match. This parameter can be set to User-configurable. | |
| Other Key Pressed | 1 | The branch to take if a different DTMF key is pressed (the key pressed does not match any of the defined branches). | |
| Timed Out | 1 | The branch to take if the timeout is reached. |
DTMF String
This node type collects a DTMF string, with multiple digits, from a caller. This allows the caller to enter data using their DTMF keypad, such as a customer number or dates, or to ask the customer for their number if they have previously withheld it.
This node type collects a DTMF string, with multiple digits, from a caller. This allows the caller to enter data using their DTMF keypad, such as a customer number or dates, or to ask the customer for their number if they have previously withheld it.
Note: If required, the parameters for this node type can be set to User-configurable so that they can accept values specified by a company administrator. For more information, see Adding user-configurable values.
The following parameters can be set:
| Parameter | How many? | Type | Description |
| Prompt | 1 | AudioFile | The audio file announcement to play to the caller, prompting them to enter DTMF keypresses. If required, multiple audio files (a play book) can be played. This parameter can be set to User-configurable. |
| Play Tone | 1 | Boolean | Whether or not a “beep” is played after the audio prompt is played (before DTMF input). (True or False). This parameter can be set to User-configurable. |
| Result String | 1 | String | The variable in which to store the resulting string. |
| Call | 1 | CallLeg | The call leg from which to collect DTMF digits. |
| Number Of Digits | 0 or 1 | Integer | An optional number of digits to collect. This parameter can be set to User-configurable. |
| Termination Key | 0 or 1 | String | An optional termination key. For example, enter PIN followed by #. This parameter can be set to User-configurable. |
| Initial Timeout | 0 or 1 | Integer | The timeout (in seconds) if no DTMF digits are detected. This parameter can be set to User-configurable. |
| Inter-digit Timeout | 0 or 1 | Integer | The timeout (in seconds) between digits. This parameter can be set to User-configurable. |
| Timed Out Audio | 1 | AudioFile | The audio file announcement to play to the caller if the DTMF string is not collected within the timeout period. This parameter can be set to User-configurable. |
| Repeats | 1 | Integer | The maximum number of times a caller can retry entering the DTMF string. This parameter can be set to User-configurable. |
The following branches can be taken:
| Branch | How many? | Description |
| Success | 1 | The branch to take after collecting the string. |
| Timed Out | 1 | The branch to take if the DTMF string is not collected. |
End Call
This node type clears down a call.
This node type clears down a call.
Note: If required, the parameters for this node type can be set to User-configurable so that they can accept values specified by a company administrator. For more information, see Adding user-configurable values.
The following parameters can be set:
| Parameter | How many? | Type | Description |
| Options | Optional parameters for the call cleardown. | ||
| Cause | 0 or 1 | Integer | The reason why the call ended and the associated code (as an integer). This parameter can be set to User-configurable. |
| Cause – Select | 0 or 1 | Enum | The reason why the call ended and the associated code (as an enum). This parameter can be set to User-configurable. |
There are no branches for this node type.
Play Announcement
This node type causes an audio announcement to be played to the caller. This might be used, for example, to play a welcome message to the caller or to play an announcement informing them that the call may be recorded. If required, multiple audio files (an address book) can be played.
This node type causes an audio announcement to be played to the caller. This might be used, for example, to play a welcome message to the caller or to play an announcement informing them that the call may be recorded. If required, multiple audio files (an address book) can be played.
The following parameters can be set:
| Parameter | How many? | Type | Description |
| Audio Filename | 1 | AudioFile | The name of the audio file (or address book) to play. Note: If required, this parameter can be set to User-configurable so that it can accept a value specified by a company administrator. For more information, see Adding user-configurable values. |
| Call | 0 or 1 | Call Leg | An optional variable to hold the call leg for the audio announcement. |
The following branch can be taken:
| Branch | How many? | Description |
| Next | 1 | This branch is always taken. |
Survey
This node type selects a customer survey to carry out after a call.
This node type selects a customer survey to carry out after a call.
If the caller agrees to participate in the survey, they can choose to answer the questions either by voice or DTMF input.
Typically, a Survey node is used to choose a survey at the beginning of the call flow. This may then be overridden later in the call flow for a specific branch in the call flow.
Note: If required, the parameters for this node type can be set to User-configurable so that they can accept values specified by a company administrator. For more information, see Adding user-configurable values.
The following parameters can be set:
| Parameter | How many? | Type | Description |
| Question Timeout | 1 | Integer | The timeout (in seconds) if no speech or DTMF input is detected. This parameter can be set to User-configurable. |
| Repeat Question | 1 | Integer | The maximum number of times that the question is repeated before the answer is marked as invalid and the survey continues. This parameter can be set to User-configurable. |
| Survey | 1 | Survey | The survey to be carried out. This parameter can be set to User-configurable. |
| Survey Start Audio | 0 or 1 | Audio File | An (optional) survey pre-announcement to play. This is played before the caller has joined a queue (before any queue announcements). This parameter can be set to User-configurable. |
| Timeout Audio | 0 or 1 | Audio File | The message to play to the caller if they do not give an answer within the Question Timeout period. This parameter can be set to User-configurable. |
| Invalid Answer Audio | 0 or 1 | Audio File | The message to play to the caller if they provide an answer that is incorrect. The question is repeated. This parameter can be set to User-configurable. |
| After Survey Thanks Audio | 0 or 1 | Audio File | An (optional) post-survey message to play to the caller thanking them for their participation. This parameter can be set to User-configurable. |
The following branch can be taken:
| Branch | How many? | Description |
| Next | 1 | This branch is always taken. |
Voice Mailbox
This node type allows a call recording to be sent to voicemail, if the call cannot be taken or the caller opts to leave a message. The recording is then sent via the recording functionality to the specified destination(s).
This node type allows a call recording to be sent to voicemail, if the call cannot be taken or the caller opts to leave a message. The recording is then sent via the recording functionality to the specified destination(s).
Note: If required, the parameters for this node type can be set to User-configurable so that they can accept values specified by a company administrator. For more information, see Adding user-configurable values.
The following parameters can be set:
| Parameter | How many? | Type | Description |
| Audio To Play | 0 or 1 | AudioFile | The name of the (optional) audio file (or address book) to play. This parameter can be set to User-configurable. |
| Play Tone | 1 | Boolean | Whether or not a “beep” is played after the audio prompt is played (before voice or DTMF input). (True or False). This parameter can be set to User-configurable. |
| End Silence Period | 1 | Integer | The timeout (in seconds) if no speech is detected. This parameter can be set to User-configurable. |
| Maximum Message Duration | 1 | Integer | The maximum length of the message that can be left (in seconds). This parameter can be set to User-configurable. |
| Minimum Message Duration | 1 | Integer | The minimum length of the message that can be left (in seconds). Any recording that is shorter than this is discarded rather than being stored or delivered. This filters out, for example, callers that reach voicemail, but hang up just after recording has started, without leaving a message. This parameter can be set to User-configurable. |
| Filename Format | 1 | String | The name and type of the recording file, in the format:<element>- <element>-xxxxxxx.wav where: <element>-<element>- are a list of (up to) seven elements used to identify the filename. The following elements can be used: date, from, to, queue, company, timestamp, and agent. Each element must be enclosed in a < > angle bracket, and be separated by a hyphen. For example, <date>-<queue> xxxxxxx is text that is copied verbatim to the filename, for example, lovelyDay-. Verbatim text must be separated from other text or elements by a hyphen. For example, lovelyDay-<company>. .wav denotes the type of recording. An example recording filename format (that includes all of the available elements) might be: <date>-<from>-<to>-<queue>-lovelyDay-<company>-<timestamp>-<agent>.wav which might generate a recording filename such as: Thu Dec 21 2017-441134960000-01154960000-Queue 1-lovelyDay-CompanyA-1513857242079-secondAgent@agent.com.wav This parameter can be set to User-configurable. |
| Send to CRM | 1 | Boolean | Whether or not call recordings are to be sent to the system’s in-built CRM database (True or False) This parameter can be set to User-configurable. |
| CRM Contact | 0 or 1 | String | The contact name in the CRM to which all call recordings are uploaded. This name must match the name that is configured in the CRM and is case-sensitive. This parameter can be set to User-configurable. |
| Send via SFTP | 1 | Boolean | Whether or not call recordings are to be transferred to an external platform via Secure FTP (SFTP) (True or False). This parameter can be set to User-configurable. |
| SFTP Destination | 1 | Enum | The SFTP destination on an external platform to which call recordings should be transferred via Secure FTP (SFTP). This parameter can be set to User-configurable. |
| Destination Email Address | 0 or 1 | String | The email address to which call recordings should be sent, in the format local-part@domain, for example, jsmith@example.com. Up to 100 characters can be entered. Any unicode characters are allowed, including whitespace and accented letters. This parameter can be set to User-configurable. |
The following branch can be taken:
| Branch | How many? | Description |
| Next | 1 | This branch is taken once recording has started. |