Voice prompts are WAV sound files used as a part of the script to speak the messages heard by the call recipient.
Most scripts require multiple voice prompts, such as an introductory prompt, a prompt to play when a live person is reached, a prompt to play when an answering machine is reached, a final prompt to play at call hang-up, and others.
For you to use an audio file in your script, the file must have been saved in 8 KHz 16-bit mono WAV (mu-Law or PCM) format. Other formats are not supported.
To import an audio prompt:
- On the Scripts tabbed page, click the name of the script. The Edit Script page appears.
- Click the Prompts tab. The Prompts list appears.</li>
- Click Override to import the audio (WAV) file for a particular prompt. An asterisk (*) to the left of Import indicates that the default prompt must be replaced; otherwise, replacement is optional.
- Click Browse to locate the audio file on your PC or network. Select the WAV file and click Import.
To listen to an audio prompt:
- Click the Prompts tab. The Prompts list appears.
- Click Play to listen to the prompt.
To download and save an audio prompt to your PC or network:
- Click the Prompts tab. The Prompts list appears.
- Click Download to download the prompt. A dialog box appears.
- Click Save.
Click the States tab to review the individual states that make up a script and the rules that govern the transitions between states.
- Play—Click Play to listen to the audio prompt for a state. The audio prompts are shown in the Prompt Set column.
- Advanced Edit—This option is available only if you are signed in with administrator privileges. Select Advanced Edit to edit the script code.
If your script contains variables that you can set (such as the number of Direct Connect attempts), you can set them by selecting the Variables tab. For example, you could change the number of Direct Connect attempts from 2 to 3.
To edit the value for a variable: Click Edit. The Variable Edit dialog box appears. Enter the new value for the variable. Click Save Variable.
Click the Direct Connects tab to display all contact center phone numbers configured in the script.
The script can contain multiple contact center phone numbers. For example, you may redirect calls to one number for English-speaking callers and redirect calls to another number for Spanish-speaking callers.
To change a contact center number:
- Click Change on the phone number line. The Change Contact Center Number dialog appears.
- Enter the new number and click Save Number. The phone number is automatically updated in your script.
Response groups provide a way to report on the use of interactive features that a script contains. If your script contains response groups, click the Response Groups tab to display the list of Response Groups.
Down and Up are active if your script contains more than one Response Group. Use them to change the order in which the Response Groups appear on this page and in Summary reports.
If you change either the Summary Formula (Reporting Options), the rank of Response Groups, or the Description text used for a Response Group while calls are in progress for the script, the reports show the most recent version used for any calls that took place. For example, if you made calls on Day 1 with script version A and calls on Day 2 with script version B, and you generated a Summary report combining results for those two days, the report would reflect script version B.
To edit the Response Groups settings, click Change to access the following options:
- Description—The name of the Response Group, as it appears on the Response Group tab and in Summary Reports.
- Summary Formula—Determines how results are reflected in the Campaign Summary section of Summary Reports. There are three selections:
- Responses as % of Live – The response as a percentage of people reached live. This is computed as [# responses / (successful inbound + successful outbound) ], where successful inbound is successful Direct Connects and successful outbound is messages delivered live.
- Responses as % of Delivered – The response as a percentage of delivered messages. This is computed as [# responses / (successful inbound + successful outbound + delivered to machine)].
- Responses as % of all Responses – The response as a percentage of the total responses received to the question or feature.
- Responses as % of Attempted - The response as a percentage of all contact attempts.
- Report Detail Data—For response groups associated with a question in the script, this option controls what appears in Detail reports. If selected, the Detail report contains the digits entered in response to the question. For example, select this option to see credit card numbers that were captured during a call. If not selected, the Detail report contains the value associated with the recipient response in the response group. For example, if you do not select this option, the Detail report only shows the value associated with the individual captures, which will be a "yes" or a "no"</li>
Certain files included in a script are called Resources, for example the WAV files that supply the voice prompts, are Resources. Click the Resources tab to access the list of resources, and add or edit them.
To add a resource file to a script:
- From the Scripts tabbed page, click the name of the script to be edited. The Edit Script page appears.
- Select the Resources tab. The Resources tabbed page appears.
- From the Resources menu bar, click Add Resources. The Add Resources window appears.
- Click Browse to locate the new resource file on your computer or network, select the file and click Open.
- Enter a description of the resource and click Save Changes.
To update a resource file:
- Identify the resource to be updated from the list, and click Update. The Update Resource window appears.
- Click Browse to locate the updated resource on your computer or network, select the file and click Open.
- Enter a description and click Save Script.
To save a resource file to your computer or network:
- Identify the resource to be saved from the list, and click Download.
- Click Save to save the file to your computer or network, or click Open to open the file in the appropriate application (such as Notepad for text files, or Media Player for WAV files).
- Enter a description and click Save Changes.
For Direct Connect scripts, it is possible to use a resource to provide data to the contact center. That data can be used, as an example, to generate a popup window containing information about the recipient. The Caller ID of the recipient is passed to the contact center automatically.
Other possibilities include passing information that is in numeric form (such as a numeric account number) to the contact center via DTMF, Dual Tone Multi Frequency, tones. Any information that is contained in the contact record, as part of the contact list, can be spoken to the agent at the contact center using the Whisper feature.