IVR selection step

The selection type steps will play back to the caller one or more audio files. Usually the files are explaining the available options: "For a new order, press 1", "For an existing order status, press 2". When the caller pressed a key Accolades will stop the playback and will process the received input.

The "Selection" type steps have the following properties:

• Media: a list with the media files that will be played to the caller;
• Error file: if one of the media files is called "eroare.sln" then this file will be played to the caller only when an invalid key is pressed (a key with no action defined);
• Interval between media replay: the number of seconds between the last file from the list has been played and the first one will be replayed.
• Maximum media replay: the maximum number of repeats for the media file list (0 means that the files will be played once and will not repeat, 1 means that files will be played to the caller then the list will be replayed one more time);
• After maximum media playback: the property defines the action that will be triggered after media list has been repeated more than "Maximum media replay" value;
• Maximum invalid selections: the value defined the maximum number of invalid selections that the caller can perform on this step;
• After maximum invalid selections: the value defined the action Accolades will perform after the total number of invalid selections exceeds the value defined by the "Maximum invalid selections" parameter.

Step options

Edit

The option allows the administrator to edit the parameters for this step.

Media

The media files management is made using the "Media" option. A description for this set of options has been made inside the "Common options" section of this chapter.

Key status

This option allows the administrator to enable or disable the action for each key of the phone.

A key can have one of the next values:

• Inactive: The key has no action defined and, when pressed, Accolades will play the error message (if available) and then the playback list will restart;
• Active: The call will move forward by accessing the folder with the key name (1, 2, 3, ...);
• Back: The call will move back to the previous step.

To change the status, the administrator has to click the key name (from the "Key status" container) and then click one of the displayed buttons: Active, Inactive or Back.

The keys with the "Active" status will be displayed just under the "Folder" option set. They can be accessed to view and manage the step that will receive the call.

Folders

The folder management is made using the "Folders" option. A description for this set of options has been made inside the "Common options" section of this chapter.

Active keys list

The active keys (defined using the "Key status" option set) will be displayed automatically, sorted ascending, under the "Folder" option set.

Each active key will contain one step that will receive the call for further processing, when the caller selects that option.