IVR folders

Overview

The container for managing existing folders inside a step is always displayed, no matter the displayed step type.

The interface allows for the following procedures to be run:

• Rename folder
• Delete folder

The administrator can not add new folders. The folders are created automatically based on the step type. For example an Advance step or a Media Playback step needs to have a folder called "Ok". This folder will contain the next step, to be accessed after the current one is completed. If the administrator deletes the "Ok" folder from this type of step, then Accolades will recreate it, almost instantly.

I can not delete a folder

You are trying to delete a folder, the procedure seems to work without errors but, at the end, the folder is still there.

This situation occurs when you are deleting a folder required for the current step to run. For example, inside an Advance step you are trying to delete the "Ok" folder. This step expects that folder to exist, in order to send the call to the step inside that folder.

You are starting the deletion procedure, Accolades will delete it but after that, the IVR module will notice that one of the required folders for the step is missing and it will create it.

The only steps that are allowing the deletion of all folders are the terminal ones (the ones from which the call is leaving the IVR):

• Hangup;
• Internal transfer.

I am renaming a folder, but another one with the initial name is created also

This situation is similar to the one described above (deleting a folder that is instantly created afterwards).

For example, if in an Advance type step the "Ok" folder is renamed to "Ok_backup", then Accolades will perform the request without any problems. But, after the request has been completed, Accolades will detect that the step is missing on of the required folders, so it will create it. Because of this feature, the user will notice the new "Ok" folder near the renamed "Ok_backup" one.

The only steps that allow the renaming of any folders inside are the terminal ones (the ones from which the call is leaving the IVR):

• Hangup;
• Internal transfer.

Renaming a required folder, inside a step

For example, if inside a "Selection" type step the branch "2" needs to be swapped with the branch "3", then the following issues will arise:

• the folder "2" can not be renamed directly into "3", as "3" already exists;
• if I rename the folder "3" with a temporary name ("3_temporary" for example) then, after the request is completed Accolades will generate another "3" folder almost instantly (see the "I am renaming a folder, but another one with the initial name is created also" section).

To successfully complete the task, the administrator will follow up the next steps:

• the step type will be changed to a terminal one, that does not have any required files ("Hang up" or "Internal transfer"). The "Hang up" type is recommended.
• The folders will be freely renamed, as Accolades will not generate any folders (as the hangup step has no required folders);
• After all the renaming has been completed, the step type can be changed back to the initial one ("Selection" for this example).