User entered digits. A very basic part of a lot of IVR, no matter what shape or form. This post describes a way of collecting entered digits (CED) on UCCE, using IP IVR's.
So lets kick off with the ICM script (see below). This script, straight from the start, invokes an external script (IP IVR), called IVR.aef. So what is being achieved here, is that a call follows the ICM script, then an external IP IVR will do the actual CED and will play the menu prompt, and will feed these digits back into UCCE. After this UCCE will route the call in accordance with the digits that were entered.
|Fig. 1 ICM script with CED .aef and transfer to Labels|
The external script is depicted in Figure 2. It starts by defining the Caller_Entered_Digits variable as the variable where the digits get stored. After that a prompt is played, providing the options to the caller (we have 4 in this case, plus a sub menu under option 1). So really all this script does is add a digit to whatever option is chosen by the caller. After that the script ends and hands the call back to the ICM script.
|Figure 2 - Caller Entered Digits through IP IVR / UCCX|
Back to Figure 1, after the external script has finished, a CED node is added, its properties are shown in Figure 3.
|Figure 3 - CED node properties|
After the cases have been defined, the call is routed to, in this case a Label, which is a huntgroup (DN's 6721, 6718 etc etc) . of course more logic could follow after CED has been carried out (such as handing the call off to a skill group).
AND IT IS as SIMPLE as THat