Configuring an activity’s prompts

Many IVR Routing activities use prompts to play messages at specified points in the workflow or subroutine. Some activities are pre-configured with prompts, while others require prompts to be specified. If an activity has configurable prompts, it will have a prompt section in its Properties pane.

If your system is licensed for Text-to-Speech, you can add a prompt as a text string. The system reads the text as voice output when the prompt is played.

Prompts can be configured in a number of different ways for activities. You can:
To add a new prompt
  1. Select the activity in the workflow or subroutine.
  2. In the Properties pane, after the prompt you want to change, click the button and select Add a new prompt.
  3. After Language, select the primary language from the drop-down list.
    Note:
    • The language you select determines the system wave files available to you.
    • By default, the language is set to the default site language.
  4. Type a Name for the prompt.
  5. Type a Description for the prompt.
  6. Select a Category for the prompt from the drop-down list:
    • Callback
    • Custom
    • Management
    • Samples
    • UPiQ
  7. To create your own category, after Category, type a name for the new category.
    Note:

    Prompt categories are an organizational tool to help keep prompts sorted and easily accessible.

  8. Select one of the following tabs:
    • Text—lists the SSML files added to IVR Routing. Users can add an SSML file or add text to the prompt. To add an SSML file, click Add and select SSML file. To add a text, click Add, select Text, enter the text, and click OK. To add text to the SSML library for reuse, click Export.
    • System wave files–lists the system wave files callers hear while in the IVR system or while waiting on hold. This pane will only show the wave files that are available in the language you have selected.
    • Custom wave files–lists imported and recorded wave files. To import or record a custom wave file, click 'Add' and select 'Existing wave file' to import the file or 'Record wave file' to use the microphone on your computer to record the file.
      Note:

      Wave files must be 8khz, Mono, or ULAW format.

    • Queue stats–lists up-to-date queue statistics for use in prompts
    • Variables–lists all variables available for use in prompts
      Note:

      Read back on variables is based on the type of variable. Number variables read back the whole number, while digit variables read back individual numbers. For example, number variables would read 123 as 'one hundred and twenty-three', while digit variables would read 123 as 'one, two, three'.

    • Prompts used in workflows and subroutines–lists all prompts used in workflows and subroutines
  9. In the All SSML Files, All system wave files, All custom wave files, All queue stats, All variables, or Prompts used in workflows and subroutines pane, select the files to add to the prompt.
  10. Click > to add the file to the prompt.
    Note:

    The wave or SSML files play in the order they are added to the prompt. To change the order in which the files will be played, select the file and click the up or down arrow buttons on the right-hand side of the dialog box.

  11. Click Save.
    Note:

    If you are adding prompts in a new language, you must add audio files that correspond to the existing audio files in IVR Routing’s default language. Otherwise, the caller will not hear anything when the prompts are supposed to be playing.

To add a variable to a prompt
  1. Select an activity in the workflow.
  2. In the Properties pane, after the prompt you want to change, click the button and select Add a variable to a prompt.
  3. Select the variable and click OK.
  4. Click Save.
To add a new variable to a prompt
  1. In the Properties pane, after the prompt you want to change, click the button and select Add a variable to a prompt.
  2. Click the Add button.
  3. Type a Name for the variable. The name must be unique and cannot contain spaces.
  4. Type a Description for the variable.
  5. After Variable Type, select a type from the drop-down list.
    Note:

    A variable's type cannot be changed after you save.

  6. If Mask Type is available to this type of variable, select the variable’s mask from the drop-down list.
    • NoMask– The variable will not be masked within IVR Routing and associated screen pops, databases, etc.
    • FullMask– The entire variable will be masked within IVR Routing and associated screen pops, databases, etc.
    • MaskAllExceptLastX– The variable will be masked except for the specified number of final characters
    • MaskAllExceptFirstX– The variable will be masked except for the specified number of first characters
  7. If you selected MaskAllExceptLastX or MaskAllExceptFirstX, specify the number of characters to be left unmasked.
  8. To enable this variable to display in a toaster notification or screen pop, select the Send to agent desktop check box.
  9. Type the Display Name that this variable has when it appears in a toaster notification or screen pop.
  10. If you selected Dollars, Euros, or Pounds as the variable type, after Currency Format, select the format from the drop-down list.
  11. If you selected Date Time as the variable type, after Date Format, select the date format from the drop-down list. After Time Format, select the time format from the drop-down list.
  12. Click Save.
To clear a prompt
  1. Select an activity in the workflow or subroutine.
  2. In the Properties pane, after the prompt you want to change, click the button and select Clear Prompt.
  3. Click Save.
To add a prompt using Quick Add Prompt
  1. Select an activity in the workflow or subroutine.
  2. In the Properties pane, after the prompt you want to change, click the button and select Quick Add Prompt.
  3. Navigate to the .wav file and click Open.
  4. Click Save.
To add text
  1. Select an activity in the workflow or subroutine.
  2. In the Properties pane, after the prompt you want to change, click the button and select Add text.
  3. Type the text to be read by Text-to-Speech and click OK.

    You can export the text to your SSML library for reuse by clicking Export.

  4. Click Save.
To change a prompt to an existing prompt
  1. Select an activity in the workflow or subroutine.
  2. In the Properties pane, after the prompt you want to change, click the button and select Select from an existing prompt.
  3. Select a prompt and click OK.
  4. Click Save.
Parent topic: Configuring common activity options