Call Flow Manager Guide

INDeX Voice Manager 1.
3
Call Flow Manager
38HSC00001SBW - Issue 7 (02/2001)
Overview of Call Flow Manager
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Contents
Call Flow Manager .....................................................................................................3 Overview of Call Flow Manager...................................................................................3 Installing Call Flow Manager........................................................................................3 Important Concepts .....................................................................................................4 Tree View ....................................................................................................................5 Action Toolbar/Action Types........................................................................................6 The Standard Toolbar .................................................................................................8 Using Call Flow Manager ..........................................................................................9 Starting Call Flow Manager .........................................................................................9 Opening an Existing Action plan..................................................................................9 Arranging Actions Plans ..............................................................................................9 Connecting to a Server..............................................................................................10 Displaying and Moving Toolbars................................................................................11 Saving an Action Plan ...............................................................................................11 Printing the Action Plan .............................................................................................12 Altering the CLI Directory ..........................................................................................13 Altering the DDI Directory ..........................................................................................14 Adding New Actions ..................................................................................................15 Modifying Actions ......................................................................................................15 Adding a Connection .................................................................................................15 Modifying Connections ..............................................................................................16 Deleting Actions & Connections ................................................................................16 Testing an Action Plan...............................................................................................17 Action Types ............................................................................................................18 Start Action ................................................................................................................18 Announcement Action ...............................................................................................19 Give Menu Action ......................................................................................................20 Menu Properties (Advanced).....................................................................................21 Leave Voicemail Action .............................................................................................21 Security Access Action ..............................................................................................22 Access Code Properties ............................................................................................23 Set Condition Action ..................................................................................................24 Condition Choice Action ............................................................................................25 CLI Choice Action......................................................................................................26 DDI Choice Action .....................................................................................................27 Read Voicemail Action ..............................................................................................28 Route by Tones Action ..............................................................................................29 Transfer Call Action ...................................................................................................30 Hangup Action ...........................................................................................................30 Answer Call Action ....................................................................................................31 Callback Request Action ...........................................................................................31 CCM Reporting Action...............................................................................................32 Agent Assist Run Dialogue Action .............................................................................32 Agent Assist Agent Access Action.............................................................................32 Speech Editor ..........................................................................................................33 Edit ............................................................................................................................33 Appendices ..............................................................................................................34 Appendix A : Importing CLI Numbers ........................................................................34 Index .........................................................................................................................35
Call Flow Manager INDeX Voice Manager 1.3 Page ii 38HSC00001SBW - Issue 7 (02/2001)
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Call Flow Manager

The purpose of Call Flow Manager is to create action plans for INDeX Voice system. Action plans instruct the INDeX Voice Manager on how to handle incoming calls. An action plan consists of actions (eg. Make Announcement, Hangup, etc) with connections to one or several following actions. Which connection is taken by a call depends on the type of action and its settings. Example: Below is an example of a simple action plan.
The Start action ( ) appears at the beginning of a sequence of call flow controls. It defines (within its properties) the group number for calls that should follow that call flow sequence. The first action in this case is a Menu action ( ) which will route callers to different following actions depending on which key they press. If callers press # they go to a Leave Voicemail action ( ). If a caller just holds then they go to a Hangup action ( ).
Installing Call Flow Manager

Installation of the Call Flow Manager Client and Server software is detailed in the INDeX Voice Server Installation manual. This manual covers the use of the Call Flow Manager client to create action plans.
Call Flow Manager INDeX Voice Manager 1.3
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Important Concepts
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Important Concepts
This section list the key ideas to understand about the Call Flow Manager. Live Configuration: The action plan file 'actmgr.act' (found in c:\lucent\bin on the server) is the plan used by the Call Flow Manager for real call control. It is wise to save the plan under a different name on the Client PC before editing it. Call Flow Server: This part of Call Flow runs on the INDeX Voice Server. It holds the currently active action plan for the INDeX Voice Manager. Call Flow Manager Client: This is the program covered by this manual. It runs on a Windows 95/NT PC connected by a LAN to the Voice Server. Action Plans: The Call Flow Manager can create and edit multiple action plans. It can send one of those plans to the INDeX Voice Manager to become the current plan for calls. Actions: Each action in a plan uses action types selected from a library of possible actions. See "Action Types" on page 18. Connections: These link the different actions. Each represents a different event or action by the caller and the action that should follow. Conditions: Some actions use conditions (eg. "Is it Friday and during working hours?"). Calls then follow different connections according to whether the condition is currently 'true' or 'false'. Conditions are created using the Conditions Manager (refer to the Conditions Manager Manual). Tree View: Shows an action plan as an expandable/shrinkable list.
Tree View
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Tree View
The left hand side shows a list of actions used. Those actions with a + symbol can be expanded (by clicking on the +) to show their connections. Those actions with a - symbol can be contracted (by clicking on the -) to hide their connections. Right-clicking the mouse on any action or connection will display its properties. The right hand side shows a palette of Actions Types. Clicking and dragging an Action Type over to the action plan will display its settings and then add those as a new action in the action plan.
Quick Summary: Expand: Click on a + symbol to display connections. Contract: Click on a - symbol to hide connections. Display properties: Right-click on an action or connection. Add connection: Click and drag the connection tool to the starting action (or press Insert). Jump to following action: Double-click on the connection. Test action: Click on or select Tools | Test. Delete: Drag an action or connection to the waste bin (or press Delete). Move: You can click and drag actions up and down the tree.
Action Toolbar/Action Types
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Action Toolbar/Action Types

The same action can be used several times within an action plan. Each time you use an action it has an identifying name. The available actions type are listed below. For full details of each see "Action Types" on page 18. Start: Sets the incoming directory number that triggers use of the Start action and its following actions. A plan can contain several Start actions, each with a unique name and properties. Make Announcement: Play a pre-recorded announcement to the caller. Give Menu: Select the next action based on which key the caller presses. Security Access: Select the next action based on the password the caller enters. Set Condition: Force a condition to be 'true' or 'false'. Condition Choice: Select the next action based on a condition's current state. CLI Choice: Select the next action based on the CLI of the caller. DDI Choice: Select the next action based on the DDI the caller dialed. Read Voicemail: Start a voicemail reader program. Leave Voicemail: Start a voicemail recording program. Transfer Call: Transfer the caller to a specified number. Route by Tone: Transfer the call using the 'Transfer to' setting of the mailbox number that the caller dials.
Action Toolbar/Action Types Hangup: End the call.
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Answer Call: Changes the status of a call from 'connected' to 'answered'. The call status is used by the INDeX Call Centre Manager. Callback Request: Records the call's details and displays them in the INDeX Call Centre Manager's Callback Request List. CCM Reporting: Associates reporting categories for INDeX CCM reports with any calls routed via the action type. Agent Assist Run Dialogue: Routes callers into an Agent Assist service. This option only appears if Agent Assist is licenced on the Voice Manager server. Agent Assist Agent Access: Allows agent to access the messages help by an Agent Assist service. This option only appears if Agent Assist is licenced on the Voice Manager server.
The Standard Toolbar
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The Standard Toolbar

The Standard Toolbar appears as: Open Action Plan: Open an existing action plan file. See "Opening an Existing Action plan" on page 9. Save Action Plan: Save the current action plan file. See "Saving an Action Plan" on page 11. Save and Make Live: Save the current action plan and make it the active ('live') plan on the INDeX Voice Manager (ie. save it as Actmgr.act on the Server) Delete: Delete the highlighted action or connection. Note that actions with existing connections cannot be deleted until all connections have been removed first. Jump to Next Action: If a connection is highlighted, clicking this button jumps to the following action. Test Action: Runs a test of the action plan starting at the highlighted action. Requests any CLI or DDI details necessary for the test. CLI Directory: Used to store and associate a name with any known CLI numbers. The directory entries are then available for use by CLI Choice actions. See "Altering the CLI Directory" on page 13. DDI Directory: Used to store and associate a name with any known DDI numbers. The directory entries are then available for use by DDI Choice actions. See "Altering the DDI Directory" on page 14. Print: Print the action plan. See Printing the Action Plan on page 12.
Quick Summary: Hide/show: Select View | Standard Toolbar. Alter button size: Select View | Large Buttons. Move toolbar: Click on the grey area around the buttons and drag the toolbar to the position required.
Starting Call Flow Manager
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Using Call Flow Manager

Starting Call Flow Manager
1. In the INDeX Taskbar, locate and double-click on the Call Flow Manager icon ( ). 2. The Call Flow Manager will connect to the server that it previously used. If Find Server appears, see "Connecting to a Server" on page 10. 3. The Call Flow Manager will load the Live Configuration from the server. Use File | Save as to save the Live Configuration under another name to your Client PC. Edit and test the saved copy of the action plan. Only when you are sure that the new action plan is okay should you use File | Save & Make Live.
Opening an Existing Action plan

1. Click on or select File | Open. 2. This displays a normal Open file dialog. Use this to select the actions plan file required (action plan files have the extension .act). Clicking on File also displays the last five opened actions plans. Click on a file name in the list to open that file.
Arranging Actions Plans

The Call Flow Manager allows you to open several action plans at the same time. Each plan appears in its own resizeable window within the Call Flow Manager window. Each action plan window has standard Windows controls to maximize, minimize and close. The Window option in the menu bar provides controls to organise the open actions plans. 1. Select Window from the menu bar. Cascade arranges the action plans (except those minimised) in a pile with the title bars visible and the current action plan on top. Tile arranges the action plans (except those minimised) to equally fill the Call Flow Manager window. Arrange icons puts all the minimised action plans at the bottom of the Call Flow Manager window. The file list shows the name of the open action plans with a tick mark against the currently selected plan.
Connecting to a Server
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Connecting to a Server
When run, the Call Flow Manager client needs to connect to an INDeX Voice Server. Normally there is only one suitable server on a system and the Call Flow Manager is pointed at that server during installation, however that may not always be the case. 1. From the menu bar, select File | Server connection. 2. A list of detectable servers appears.
3. Highlight the required server and then select Connect. There may be a short pause whilst the client and server connect. 4. If the required server does not appear in the list or no servers appear in the list, select Advanced>>. Select Search Specific Machine, Domain or Workgroup, enter SDX and then click on Search.
5. When the required server is displayed, highlight it and then click on Connect. There may be a short pause whilst the client and server connect.
Displaying and Moving Toolbars
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Displaying and Moving Toolbars

Many of the tools bars in Call Flow Manager are 'floating toolbars'. This means that they can be moved around the Call Flow Manager window to a position you prefer. The View menu also contains controls to show or hide different toolbars and select large or normal buttons. To move a toolbar: 1. Position the cursor on the grey area adjacent to a button in the toolbar. 2. Click and drag the toolbar to the required position. If the position is near the edge of the window then the toolbar will 'dock' with the window. To select/hide toolbars: 1. Select View in the menu bar. 2. Select on the toolbar to show or hide (current options are Standard Toolbar, Action Toolbar and Status Bar). To select large buttons: 1. Select View in the menu bar. 2. Select Large Buttons.
Saving an Action Plan

There are three options for saving plans, Save, Save as and Save and Make Live. You can save plans on your client PC but only the live plan (actmgr.act) can be saved on the Server. Note that plans saved on your client PC may not be accessible by other CallFlow Manager clients. To save an action plan: 1. Click on or select File | Save from the menu bar. Using the Window's controls to close an action plan that has been altered will display an option to save the plan. To save an action plan to a new name/location: 1. Select File | Save As from the menu bar. 2. Use the file dialog box to set the file name and location. To save a plan and make it the live plan: The INDeX Voice Manager's live plan is actmgr.act found in c:\lucent\bin on the Voice Server. or select File | Save & Make Live. 1. Click on 2. Any changes to the action plan are saved. A copy of the plan is also saved as actmgr.act on the server and becomes the live plan.
Printing the Action Plan
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Printing the Action Plan

The Call Flow Manager can print an action plan. Call Flow Manager uses the current default Windows printer settings. 1. Click on or select File | Print. An example action plan print out is shown below: *** ACTIONS LISTING Page 1 *** Start Here (Start Action) Group Number: 2000 Connections Next Action -> Time Of Day Time of Day (Condition Choice Action) Condition: Working Hours Connections FALSE -> Night Welcome TRUE -> Day Welcome Day Welcome (Menu Action) Instructions: Morning Welcome Invalid Prompt: (0.00 sec) Timeout Prompt: (0.00 sec) No of Retries: 3 Timeout(sec): 10 Repeat Instructions: Yes Connections 0 Key -> Operator 8 Key -> Auto-Attendant 9 Key -> Voice Drop Hash Key -> Message Desk
Altering the CLI Directory
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Altering the CLI Directory

The CLI directory contains all the CLI (Caller Line Identification) entries that you want the INDeX Voice system to recognise. You use these when you insert a CLI Choice action into the action plan (see "CLI Choice Action" on page 26). Note: The CLI Directory is part of the action plan being edited and not a directory shared between plans. To alter the CLI Directory: 1. Click on or select Settings | CLI Directory. The CLI Directory window appears.
2. Select the actions required: To delete a CLI entry, highlight it and then select Delete. To modify a CLI entry, highlight it and then select Modify. To add a new CLI entry, select Add. The Import option is used to link to an existing database containing CLI numbers. For more details see "Appendix A : Importing CLI Numbers" on page 34. 3. When adding or modifying a CLI entry, the CLI Directory Entry window appears. Enter the setting as required and then select OK.
Name: The name of the person or company ringing from this number. Area Code: The area code for the number. 01 is supplied by default to which the rest of it needs adding. No: The local telephone number of the caller. Extension: The callers internal extension if applicable. 4. When finished altering the CLI Directory entries, click on OK to save the changes.
Altering the DDI Directory
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Altering the DDI Directory

The DDI directory contains DDI (Direct Dialing Inwards) numbers that INDeX Voice should recognise. You use these when you insert a DDI Choice action into the action plan (see "DDI Choice Action" on page 27). Note: The DDI Directory is part of the action plan being edited and not a directory shared between plans. To alter the DDI Directory: 1. Click on the button or select Settings | DDI Directory. The DDI Directory window appears.
2. Select the actions required: To delete a DDI entry, highlight it and then select Delete. To modify a DDI entry, highlight it and then select Modify. To add a new DDI entry, select Add. 3. When adding or modifying a DDI entry, the DDI Directory Entry window appears. Enter the setting as required and then select OK.
Name: The name of the person or company who is being rung on this number. No: The telephone number of the called person or company. 4. When finished altering the DDI Directory entries, click on OK to save the changes.
Adding New Actions
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Adding New Actions

To add an action: 1. Click on the required action type icon and drag it to the tree view. 2. The properties menu for the action type appears (see "Action Types" on page 18). At a minimum enter a name for the action and click on OK (or Cancel to stop). 3. The new action is added to the end of the list of actions. You can click and drag it to another position if required.
Modifying Actions
You can edit an action by right clicking the cursor when over the action. This then displays the properties menu for that type of action (see "Action Types" on page 18). When finished select OK to save the changes or Cancel to clear the changes.
Adding a Connection
Use the following method to create a connection between two actions. To add a connection: 1. Click and drag the symbol over the starting action. 2. The Select Connection End menu appears.
3. Select the action where the connection should end and click on OK. 4. If the starting action supports several possible connections, the Connection Properties menu appears.
5. Use the From: drop-down list to select the event that should cause the connection to be used and then click on OK.
Modifying Connections
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Modifying Connections
You can edit a connection by right clicking the cursor when over the connection. This then displays the connection properties menu.
Starts at: Action: The name of the action where the connection starts. From: The name of the event in the starting action that cause the connection to be used. If the action support several connection, this item is a drop-down list of available events. Finishes at: The name of the action where the connection ends. Show as Error Path: Not used.
Deleting Actions & Connections

Actions and connections are deleted in the same way. However, an action cannot be deleted until all connections to or from it have been deleted or redirected. To delete actions or connections: 1. Select the action or connection to delete. 2. Click and drag the action/connection to the waste bin or click on select Edit | Delete from the menu bar or press the Delete key.
or
Testing an Action Plan
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Testing an Action Plan

It is possible to test an action plan, starting from any specific action, without having to make it the live plan. During the test, if the Call Flow Manager requires information to determine which following connection to use, that information is requested on screen. To run a test: 1. Highlight the action at which you want to start the test. 2. Click on the button or select Tools | Test.
No. to: This is the extension to which you want Call Flow Manager to play the prompts. CLI: If the action plan includes a CLI Choice action, this box allows you to associate a CLI number with the test. DDI: If the action plan includes a DDI Choice action, this box allows you to associate a DDI number with the test. Conditions: Allows you to preset for the test any conditions that are used by the action plan. A tick mark indicates the condition is true. 3. To start the test, click on the button. 4. To stop the test at any point click on STOP. 5. When testing has finished select Close.
Start Action
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Action Types
Start Action
The Start action begins a sequence of actions. It defines the original target directory number that triggers use of the following actions. It is possible to have several start actions, each with different starting numbers.
Monitored Directory No Standard Voicemail: Route calls arriving directly. Use the External check box to indicate whether the action routes internal or external calls. Specific Group: The system use the current first disposition of the Call Control Plan routing the call. Answer: Sets the status of all calls handled by the INDeX Voice Manager as 'answered' if ticked or 'connected' if not ticked The status is used by INDeX Call Centre Manager. Next Action: The name of the next action. The action is set by adding a connection (see page 15).
Announcement Action
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Announcement Action
The Announcement action plays a recorded message to callers.
Announcement: The message to play to callers. Use the Edit button to change the announcement. Next: The name of the action to follow. The action is set by adding a connection (see page 15).
Give Menu Action
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Give Menu Action

The Give Menu action allows callers to select the service required by pressing the corresponding DTMF key.
Instructions: The message played to callers stating the keys to press to obtain services. Use the Edit button to change the message. Invalid Input: The message played if the caller presses a key with no following action set. 0 - 9, *, # Key: The action to take if the caller tone dials the corresponding key. The tick boxes indicate whether the key tone should be passed on (no tick) to the next action or absorbed (ticked). The actions are set by adding a connection (see page 15). Note: If routing to an Agent Assist service ensure that the tick box is ticked. No. of Retries Allowed: The number of times the caller can try to enter a valid digit before the Max Attempts Action (see below) is used. Repeat Instructions: If set then the Instructions message is repeated after the Wait for Answer period or the Invalid Input message. Wait for Answer: The time allowed for the caller to enter a digit (ie. a DTMF tone). Timeout Action: The action used if key no is pressed. The action is set by adding a connection (see page 15). Advanced: Allows actions to be assigned to additional tone keys. See "Menu Properties (Advanced)" on page 21. Max Attempts Action: The action used if no valid key is pressed. The action is set by adding a connection (see page 15).
Menu Properties (Advanced)
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Menu Properties (Advanced)

This is a sub-menu of the Give Menu actions' properties (see "Give Menu Action" on page 20). Some DTMF phones and devices can produce tones in addition to the standard 0-9, * and # keys. The additional tones are A, B, C and D.
The action for each tone is set by adding a connection (see page 15). Clicking on Close returns to the main Menu properties screen (see "Give Menu Action" on page 20).
Leave Voicemail Action

Accesses the message desk or a specific mailbox for callers to leave a message.
Mailbox Selection: Provided by Caller: If set, then Call Flow Manager requests callers to enter the mailbox number they require. Specific Mailbox: If set, callers go to the mailbox specified by Mailbox. DDI Number: If set, opens the mailbox that matches the calls DDI number. It uses the last four digits of the DDI received. For DDI numbers longer than four digits, only the last four digits are used. Next: The following action if callers hold after leaving a message or does not select a mailbox. The action is set by adding a connection (see page 15).
Security Access Action
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Security Access Action

The Security Access action requires callers to enter an access code to before proceeding.
Instructions: The instructions played to a caller to request they enter a password. Use the Edit button to change the message. Invalid Input: The message played if an incorrect password is entered. Timeout: The message played if the caller does not respond within the Duration specified. Unknown Code: The action used if the No. of Retries Allowed is exceeded. The action is set by adding a connection (see page 15). Timeout: The action to take if no password is entered within the Duration period. The action is set by adding a connection (see page 15). Access Codes: Displays the valid access codes. Each code can have a different following action set by adding a connection (See "Access Code Properties" on page 23). No. of Retries Allowed: The number of times the caller can try to enter a valid password before following the Unknown code action connection. Repeat Instructions: If set, then the Instructions are repeated after each incorrect try and the Invalid Input message. Duration: The time allowed for the caller to enter the first digit of a password.
Access Code Properties
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Access Code Properties

The Access Code Properties menu is used by the Security Access action (see "Security Access Action" on page 22) to setup each Access Codes that is will recognise.
User: The name of the user to which the access code applies. Access Code: The password. When it is typed in it appears as stars. Note, the length of all the passwords must be the same. Confirmation: The password repeated. If different from the one entered under Access Code then an error message is displayed. Action if Entered: The actions to follow if the access code is entered. The action is set by adding a connection (see page 15).
Set Condition Action
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Set Condition Action

The Set Condition action allows you to manually switch a condition to 'true' or 'false'. Conditions are defined by the Conditions Manager.
Name: The name of the condition to set. It is selected from the drop down list of available conditions. Clicking on Edit starts the Conditions Manager at the appropriate condition's settings. True: If set then the named condition is forced to 'true'. False: If set then the named condition is forced to 'false'. Next Action: The name of the action to follow. The action is set by adding a connection (see page 15).
Condition Choice Action
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Condition Choice Action

The Condition Choice action links to different following actions depending upon whether a named condition returns 'true' or 'false'. Available conditions are defined using the Conditions Manager.
Name: The name of the condition to use. It is selected from the drop down list. Clicking on Edit starts the Conditions Manager at the appropriate condition's settings. Action if True: The next action if the condition is true. The action is set by adding a connection (see page 15). Action if False: The next action if the condition is false. The action is set by adding a connection (see page 15).
CLI Choice Action
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CLI Choice Action

The CLI Choice action links to different actions based on the caller's CLI (Calling Line Identifier) from digital line.
Known CLI: Directory Entries: Shows the names of CLI numbers selected from the CLI directory. Each name can have a different following action set by adding a connection (see page 15). Add: Displays the CLI Directory from which you can select a new CLI to add (see "Altering the CLI Directory" on page 13). Delete: Delete the highlighted CLI from the list (but not from the main CLI directory). Exceptions: Unknown CLI: The following action if the caller's CLI number does not match any of the Directory Entries. The action is set by adding a connection (see page 15). No CLI: The following action if the call provides no CLI number. The action is set by adding a connection (see page 15).
DDI Choice Action
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DDI Choice Action

The DDI Choice action links to different actions based on the DDI (Direct Dialing Inwards) dialed by the caller. Requires the call to arrive on DASS or DPNSS.
Known DDI: Directory Entries: Shows the associated name of DDI numbers selected from the DDI directory. Each name can have a different following action set by adding a connection. Add: Displays the DDI Directory from which you can select a new DDI to add (see "Altering the DDI Directory" on page 14). Delete: Delete the highlighted DDI from the list (but not from the main DDI directory). Exceptions: Unknown DDI: The following action if the caller's DDI number does not match any of the Directory Entries. The action is set by adding a connection (see page 15). No DDI: The following action if the call provides no DDI number. The action is set by adding a connection (see page 15).
Read Voicemail Action
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Read Voicemail Action

Accesses a mailbox for callers to retrieve messages.
Mailbox Selection: Caller Extension: If set, then Call Flow Manager uses the mailbox that matches the caller's extension number (if internal). Specific Mailbox: If set, callers go to the mailbox specified by Mailbox. Caller Dialled: If set, callers are requested to dial the number of the mailbox they require. Next: The following action if no valid mailbox is selected or the caller holds after checking the messages. The action is set by adding a connection (see page 15).
Route by Tones Action
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Route by Tones Action

Allows callers to dial the mailbox number of the person to whom they want to speak. The call then follows that mailbox's Transfer to settings.
Prompts: Greeting/Instructions: The greeting played to callers. Use the Edit button to change the greeting. Unknown Extension: The message played to callers who dial a number that has no matching mailbox. Timeout: The message played if a caller does not dial a number. It is followed by the Timeout action (see below). Retries: Number Permitted: The number of tries to enter a recognised number allowed before the Max Exceeded Action is used. Do not set this to zero. Max Exceeded Action: The following action if a caller enters an invalid mailbox number too often. Set by adding a connection (see page 15). Timeout: Maximum Wait: The time that the caller has to enter a number after the Greeting/Instructions message. The default is 5 seconds. Timed-out Action: The following action used if the caller does not dial a number. The action is set by adding a connection (see page 15). Next Action: Used if the dialed mailbox has no Transfer to active and the caller presses * after leaving a message in the mailbox.
Transfer Call Action
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Transfer Call Action

Transfers the call to a given number using either supervised or unsupervised mode.
Transfer: Target: The number to which the calls should be transferred. Supervised: If ticked then the transfer is supervised, ie. if not answered, the call returns to the Call Flow Manager. This option does not work with external numbers. Ring Time: Sets how long a supervised transfer should ring before returning to the Call Flow Manager and following the Next action. Remember that this may overridden by the called extension's own diverts and ringer timeout if shorter. Next: The following action for supervised transfer calls that return as unanswered. The action is set by adding a connection (see page 15).
Hangup Action
Used to disconnect calls. This action has no parameters.
Answer Call Action
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Answer Call Action

Calls answered by INDeX Voice Manager are given the status of either 'connected' or 'answered' by their Start action (see "Start Action" on page 18). This status is used by the INDeX Call Centre Manager. The Answer Call action can be used to change the status of calls routed through it from 'connected' to 'answered'.
Next: The following action set by adding a connection (see page 15).
Callback Request Action

The INDeX Call Centre Manager maintains a list of callback requests along with details of the caller. Details of calls routed to a Callback Request action are added to that list. The action captures the callers CLI number if available and then prompts the caller to confirm or change the number. If no CLI is available the action prompts the caller to enter a number.
Next: The following action set by adding a connection (see page 15).
CCM Reporting Action
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CCM Reporting Action

This action associates a Group Name and Topic Name with all calls routed via it. The INDeX CCM uses those settings to separate reports on calls routed via different instances of a CCM Reporting action. For full details refer to the appropriate CCM manual.
Reporting Data: The Group Name and Topic Name specified in the action are used by the CCM to group reports on calls routed via the action. Next: The following action set by adding a connection (see page 15).
Agent Assist Run Dialogue Action

This action is only available if Agent Assist is licenced on the Voice server. It provides an option to route callers into an Agent Assist service. For details refer to the Agent Assist Administration Manual.
Agent Assist Agent Access Action

This action is only available if Agent Assist is licenced on the Voice server. It provides an option for agents to call into an Agent Assist service to process messages. For details refer to the Agent Assist Administration Manual.
Edit
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Speech Editor
Edit
Clicking on an Edit button next to a prompt, message or greeting within any properties menu displays the Speech Editor controls. It is important to note that prompts recorded through Call Flow Manager are stored as part of the action plan file.
Name: A informational name for the recording. No. to: The extension to or from which playing and recording of speech takes place. Duration: For information only, shows the length of the current recording. Advanced: Clicking on this button displays/hides extra controls.
Script: Allows a text script to be added. This may help during recording of the message. Import: Creates a link to an existing recording. This option supports a range of sound file formats. Note that if the file is moved or altered the changes affect the INDeX Voice Manager. Recording a new prompt removes the link without altering the linked file. Export: Export the recording as a file to a range of sound file formats. Delete: Deletes the recorded prompt.
Appendix A : Importing CLI Numbers
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Appendices
Appendix A : Importing CLI Numbers
The Import button in the CLI Directory allows CLI number and associated names to be copied from an existing database of CLI numbers and names. This can be used to add new entries or to replace existing entries. The import function uses standard Microsoft database query functions and so can utilise a wide range of database and spreadsheet types. It will however expect two key fields for each entry, a name field and a number field. The format of the name field should be "Text". The format of the number field should also be "Text". The number should take the form: area_code number Xextension For example 01707 392200 X4311. The use of the spaces between each part and the X before the extension number are important (this can be replaced by an x, E or e). Note also that the extension number part is optional. area code: Must consist of digits only. Up to eight digits maximum and the first digit must be zero. If otherwise then will be imported as part of the number. number: Up to a maximum of 20 digits. If otherwise then will be imported as part of the extension number. Any non digits are ignored except for X, x, E or e which can be used to signify that the following digits are for the extension number. extension: Up to six digits maximum, any additional digits will be ignored. Any non digits are ignored. To import CLI data from an existing database : 1. Click on or select Settings | CLI Directory. The CLI Directory window appears. 2. Select Import. The menu that appears will take you through the process of identifying the local or network source for the data you want to import. 3. After identifying the data source and selecting OK, the following menu appears.
4. Set the options as follows: Table : Set to the name of the data table within the database that should be used. Name : Set to the name of the field within the table that contains CLI name data. Number : Set to the name of the field within the table that contains the CLI number data. 5. Select Append or Replace as required and then select OK. Call Flow Manager INDeX Voice Manager 1.3 Page 34 38HSC00001SBW - Issue 7 (02/2001)
Index
Index - Page 35
Index
A A Tone 21 Access Code Properties 23 act file 11 Action Add 15 Agent Access 32 Announcement 19 Answer Call 31 Callback Request 31 CLI Choice 26 Condition Choice 25 DDI Choice 27 Delete 16 Hangup 30 Leave Voicemail 21 Make Announcement 19 Menu 20 Properties 15 Read Voicemail 28 Route by Tones 29 Run Dialogue 32 Security Access 22 Set Condition 24 Start 18 Test action 17 Transfer Call 30 Action Give Menu 20 Action if false 25 Action if true 25 Action plan Open 9 Save 11 Save & Make Live 11 Save as 11 Testing 17 Action Plan Print 12 Action toolbar Hide 11 actmgr.act 11 Add Action 15 CLI 13 Connection 15 DDI 14 Agent Access 32 Agent Assist 32 Announcement 19 Answer Call 31 Arrange icons 9 B B Tone 21 Buttons 11 C C Tone 21 Call transfer 30 Callback Request 31 Cascade 9 Check messages 28 CLI Test 17 CLI Choice 26 CLI Directory 13 Collect messages 28 Condition Test 17 Condition Choice 25 Connection Add 15 Delete 16 Error Path 16 Finishes at 16 Modify 16 Properties 16 Starts at 16 Connection end 15 Connection Properties 15 D D Tone 21 DDI Test 17 DDI Choice 27 DDI Directory 14 Delete Action 16 Connection 16 Delete CLI 13 Delete DDI 14 Disconnect action 30 DTMF menu 20 E Edit 33 Error Path 16 Export prompt 33 F File Open 9 Print 12 Save 11 Save & Make Live 11 Save as 11 Server connection 10 Find Server 10 Finishes at 16 Floating toolbar 11 G Give Menu 20 Greeting Record 33 Group number 18 H Hangup 30 I Import prompt 33 L Large buttons 11 Last files opened 9 Leave Voicemail 21 Live plan 11 M Mailbox Leave message 21 Mailbox selection 28 Make Announcement 19 Make live 11 Manual condition 24 Menu 20 Message Record 21, 33 Message desk 28 Modify Action 15 N Name CLI 13 DDI 14 New Action 15 CLI 13 DDI 14 Number Access Codes 22 CLI 13 CLI Choice 26 DDI 14 DDI Choice 27 O Open action plan 9 P Print 12 Prompt Record 33 Properties Connection 15, 16 Modify 15 R Read Voicemail 28 Ring time 30 Route by Tones 29 Run Actions Manager 9 Run Dialogue 32 Running a test 17 S Save 11 Save & Make Live 11 Save as 11 Script 33 Search for server 10 Security Access 22 Select connection end 15 Select server 10 Server Advanced 10 Find 10 Set Condition 24 Settings CLI Directory 13 DDI Directory 14 Show as Error Path 16 Special tones 21 Speech Record 33 Standard toolbar Hide 11 Start Actions Manager 9 Start Action 18 Start test 17 Starts at 16 Status bar Hide 11 Stop test 17 Supervised transfer 30 T Target 30 Test 17 Tile 9 Tone menu 20 Tone routing 29 Toolbar Floating 11 Move 11 Transfer Call 30 U Unsupervised transfer 30 User access code 23 V View Action Toolbar 11 Large buttons 11 Standard Toolbar 11 Status Bar 11 W Windows 9
Index
Index - Page 36
Performance figures and data quoted in this document are typical, and must be specifically confirmed in writing by Avaya before they become applicable to any particular order or contract. The company reserves the right to make alterations or amendments to the detailed specifications at its discretion. The publication of information in this document does not imply freedom from patent or other protective rights of Avaya, or others. Intellectual property related to this product (including trademarks) and registered to Lucent Technologies has been transferred or licensed to Avaya. This confidential document is the property of Avaya and without its prior written consent may not be disclosed to a third party nor copied. Any comments or suggestions regarding this document should be sent to "gsspublishing@avaya.com". Copyright 2001 Avaya Avaya Global SME Solutions Sterling Court 15 - 21 Mundells Welwyn Garden City Hertfordshire AL7 1LZ England Tel: +44 (0) 1707 392200 Fax: +44 (0) 1707 376933 Email: globalsme@avaya.com Web: http://www.sdxplc.com

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INDeX Voice Manager 1.

38HSC00001SBW - Issue 7 (02/2001)

Overview of Call Flow Manager

Overview of Call Flow Manager

Call Flow Manager

Installing Call Flow Manager

Call Flow Manager INDeX Voice Manager 1.3

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Action Toolbar/Action Types

Action Toolbar/Action Types

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Action Toolbar/Action Types Hangup: End the call.

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The Standard Toolbar

The Standard Toolbar

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Starting Call Flow Manager

Using Call Flow Manager

Opening an Existing Action plan

Arranging Actions Plans

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Displaying and Moving Toolbars

Displaying and Moving Toolbars

Saving an Action Plan

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Printing the Action Plan

Printing the Action Plan

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Altering the CLI Directory

Altering the CLI Directory

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Altering the DDI Directory

Altering the DDI Directory

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Adding New Actions

Adding New Actions

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Deleting Actions & Connections

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Testing an Action Plan

Testing an Action Plan

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Give Menu Action