Engage Voice | Building an advanced IVR (part 2)

Last updated on June 30, 2021

The case

Goals

Plan

Lessons

The case

Dan Clay owns a propane and propane accessories company in Dallas, Texas. Due to an increase in customer service calls, Dan builds an IVR that can determine if calls are placed during business hours.

In a previous scenario, Dan built an IVR that collected account numbers and injected those account numbers to an agent’s script.

Now Dan wants to add another feature to his IVR. Whenever a customer wants to discuss anything other than billing, they are directed to a different queue. Dan wants this queue to have a screen pop of their company’s website when agents take a call so general queries about their product are readily available to agents.

Goals

Edit an existing IVR so that it can:

Attach queue selection data to the call.
Do a screen pop on the agent’s end based on the queue selection.

Plan

Edit an existing IVR by adding a Scripting node that will collect queue selection data from the call and connect it to the general queries queue.

Lessons

Using and configuring the Scripting node.

Preconditions

Remember that Dan is editing his existing IVR. Dan needs to make sure his queue is ready to receive IVR tokens by configuring agent settings on his general queries queue. After enabling IVR tokens in the queue settings, he needs to complete the External App URL field with the URL to his company website.

After configuring the agent settings in his general queries queue, Dan is now ready to navigate to IVR Studio and begin the steps below. Keep in mind that the actions below will be utilizing the Scripting node, which requires some knowledge of JavaScript.

After completing the actions and steps below, Dan needs to go back to Agent Settings in the general queries queue and assign his custom token derived from the Scripting node.

Actions

Disassembling the IVR skeleton and adding a new node.
Reconfiguring the nodes and connection of the IVR branch for the general queries queue.

Step 1: Disassembling the IVR skeleton and adding new nodes

Disconnect the first Get Input node from the Route node in the IVR branch for the general queries queue.

Drag the Route node farther to the right to leave enough space for one more node.
Drag a Scripting node between the first Get Input node and the Route node.
Connect the first Get Input node to the Scripting node.
Connect the Scripting node to the Route node.

Step 2: Reconfiguring the nodes and connection of the IVR branch for the general queries queue

Configure the connector arrow properties for the arrow connecting the first Get Input node to the Scripting node by double-clicking on the question mark on the arrow.
1. Select 2 under Selection(s).
2. Click OK to close the window.
Configure the connector arrow properties for the arrow connecting the Scripting node to the Route node by double-clicking on the question mark on the arrow.
1. Enter the connecting arrow’s name in the Connection Id field that you will use to connect the Scripting node to the general queries queue via the Route node. The Connection Id must be in lowercase as it will be referenced in the JavaScript in the Scripting node.
Configure the Scripting node by double-clicking the node or by clicking on Edit in the popup menu when you hover your cursor over it.
1. Enter a name in the Node Id field (if desired).
2. Click on the third line of code in the Java widget directly below the Node Id field.
3. Press CTRL + SPACE to bring up a dropdown menu that lists the preexisting JavaScript functions.
4. Continue entering code as desired.
5. Click OK to close the window.
Save the IVR by clicking on Save in the upper right-hand corner.

Finally, Dan needs to go back into the Agents Settings of the general queries queue and assign the token for his External App URL by clicking the blue down arrow to the right of the External App URL field. He can then select the token his IVR created in the Scripting node. Dan’s agents will now have a screen pop of their company’s website whenever a caller selects the general queries queue.

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Engage Voice | Building an advanced IVR (part 2)

Table of contents

The case

Goals

Plan

Lessons

Recommended reading

Preconditions

Actions

Step 1: Disassembling the IVR skeleton and adding new nodes

Step 2: Reconfiguring the nodes and connection of the IVR branch for the general queries queue