Cisco Cisco Unified Customer Voice Portal 10.0(1)
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Cisco Internet Service Node (ISN) Configuration and Administration Guide
OL-1251-03
Chapter 2 Using NAM/ICM with the ISN IVR Solution
ISN Micro-Applications
Menu and Digit Entry Completion
The ISN tests Menu digit entry input against two conditions to determine whether digit entry is
complete:
complete:
•
If a caller enters a digit, the ISN checks whether the digit is within the set of valid digits for this
menu.
menu.
•
If a caller does not enter a digit, the ISN checks whether the No Entry Timeout value has been
reached.
reached.
Caution
It is important that you set up your NAM/ICM script to test for all the scenarios mentioned below.
If digit-entry is complete
After a caller enters a digit, the ISN validates the digit against the list of valid menu options that were
defined through ICM Configuration Manager. Then the ISN does the following:
defined through ICM Configuration Manager. Then the ISN does the following:
•
If the digit is valid, the ISN stores the digit in the Call.CallerEnteredDigits variable, exits the node
through the Checkmark (success) branch, and returns control to ICM software.
through the Checkmark (success) branch, and returns control to ICM software.
•
If the digit is not valid, the ISN considers it an invalid entry and does the following:
–
If the Number of Invalid Entry Tries value has not been reached, the ISN plays the “invalid
message” file and re-plays the menu prompt.
message” file and re-plays the menu prompt.
–
If the Number of Invalid Entry Tries value has been reached, the ISN stores the last-entered
invalid digit in the Call.CallerEnteredDigits variable, exits the node through the X (failure)
branch, sets the user.microapp.error_code ECC variable to 16 (Reached Maximum Invalid
Tries), and returns control to ICM software.
invalid digit in the Call.CallerEnteredDigits variable, exits the node through the X (failure)
branch, sets the user.microapp.error_code ECC variable to 16 (Reached Maximum Invalid
Tries), and returns control to ICM software.
The user.microapp.inline_tts
ECC variable contains “Press 1
for Sales and 2 for Support.”
ECC variable contains “Press 1
for Sales and 2 for Support.”
and
user.microapp.input_type
contains: B (the default, both
DTMF and voice)
contains: B (the default, both
DTMF and voice)
and
The VRU Script Name field
contains: M
contains: M
Use the Menu micro-app to
play the contents of the
user.microapp.inline_tts
ECC variable and collect
DTMF or voice input.
play the contents of the
user.microapp.inline_tts
ECC variable and collect
DTMF or voice input.
The Configuration
Param field contains:
1-2,Y,4,3
Param field contains:
1-2,Y,4,3
1-2 – Accept the DTMF
digits 1 and 2.
digits 1 and 2.
Y – Barge-in allowed.
4 – No Entry Timeout value
(in seconds).
(in seconds).
3– Number of no entry tries
allowed.
allowed.
Note
Type-ahead can only be used with the Menu micro-application when user.microapp.input_type is set to D. For
more information, see the
more information, see the
.
Table 2-11
Menus Configuration Examples (continued)
If …
It means…
And, if...
It means…