Amanda Work Group 7xx Installation Manual

Chapter 12: Programming Examples 237
Making the User Comfortable
To make users feel that they are in control of the application rather than at 
the mercy of it, the greetings should perform the following tasks in order:
1. Identify the company or service so that the user can determine whether 
he has placed his call correctly.
2. Identify the application as non-human so that the user does not expect 
human interaction.
For example, avoid personal pronouns in phrases. Use “Please enter the 
number” rather...

238 Installing [email protected]
Using Menus
As you create your menus, do the following:
 Find logical topics for menus
 Offer topics in order:  most likely to be selected to least likely. Make 
an exception to this rule when the topic itself contains a number. 
For example, use “To order the Series 3, press 3” rather than “To order 
the Series 3, press 1”—even when your most popular sales item is Series 
3.
 Limit the number of options on each menu. If a menu contains more 
than eight options...

Chapter 12: Programming Examples 239
For single-digit responses, you can use a greeting as a menu. 
For multi-digit responses, you can use the R() command to convert the 
DTMF tones to an ASCII number.
For voice forms, you can use the Q() command to save the responses for up 
to 20 questions as a message.
Word your requests carefully using the following suggestions:
 Use consistent wording.
For example, use “Please” to indicate that a request is coming. 
 Make it clear what type of input is expected...

240 Installing [email protected]
 Repeat the current greeting when there is no response. If there is still 
no response, provide a message explaining what is happening and ei-
ther connect the call to an attendant or disconnect it.
 Play an error message, status message, or tone.
Status messages, such has “We are still processing your order” should 
play after the first two seconds and then every seven to ten seconds. 
For an error message, provide a retry greeting (and perhaps suggest a 
remedy)...

Chapter 12: Programming Examples 241
Using the Telephone Keypad
If the users enter their choices via the telephone keypad, follow these 
guidelines:
 Assign keys consistently. This is especially true for Delete and other 
destructive options.
For example, don’t use 3 for Delete on one menu and Save on another.
 Offer alternates to * and # keys because those keys might be dis-
abled.
 Use keys 1 and 2 for the most frequently selected options. Users ex-
pect to use the 1 and 2 keys most often.
 Avoid...

242 Installing [email protected]
Choosing Tokens
A number of commands from the Token Programming Language make IVR 
easier and voice forms possible.
To present a menu for your caller, you can use:
 The menu fields associated with the mailbox. The mailbox allows 
the caller to enter either a one-digit response to the menu or another 
mailbox. Amanda waits long enough to be sure that the caller has fin-
ished. (For this method, turn Do Not Disturb ON.)
 The M() command. In this case, Amanda waits for...

Chapter 12: Programming Examples 243
After using the product, the stylist calls again to answer a series of questions. 
For services rendered, the stylist is mailed a small fee or a free case of the 
product.
Later, the survey company analyzes the data and reports back to the 
manufacturer. The application has two parts: 
 Gathering information about a potential tester, such as name, ad-
dress, telephone number, and the product to be sent 
 Quizzing the testers about the product
The tester information...

244 Installing [email protected]
Gathering Testing Information
Mailbox 880 handles all calls coming in on the 800 number and immediately 
passes the call to the caller instructions mailbox 881 (via the Done Chain). 
Mailbox 881 has:
Extension Field:@M(G1,2,30)G(0)
Amanda plays the menu in Greeting 1. If there is no re-
sponse from the caller, Amanda plays Greeting 1 again 
after a three-second pause. If there is still no response, 
Amanda executes the next token in the Extension field 
(which goes to the...

Chapter 12: Programming Examples 245
Greeting 1: Welcome to…. 
Greeting 2: Please say your last name now.
Greeting 3: Please say your first name and middle 
initial now.
Greeting 4: Please say the name of your business 
now.
Greeting 5: Please say your street address now.
Greeting 6: Please say your zip code now.
Greeting 7: Please say the name of your city now.
Greeting 1 of mailbox 1001: Please say the name of your state now.
Greeting 2 of mailbox 1001: Please use your telephone keypad to en-
ter a...

246 Installing [email protected]
Greeting 3: Please select one of the following products….
Menu 1: 1002
Menu 2:  1003
… other menu options …
Menu 0:  0 
Mailboxes 1002, 1003, … have:
Extension Field:@=(%S3,%S2)+(10000,%S3) 
|(C:\\TESTERS\\TESTX.TXT)P(G1)G(999)
Next Amanda makes a copy (%S3) of the message 
number (which identifies the stylist) and adds 10000 
(or some other product differentiating number) to it. 
This becomes the test ID.
Then Amanda appends the stylist’s telephone number 
(%S1), message...