Telrad Digital Emagen Unified Messaging System Manual

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The Mailbox --> Script screen appears, as shown in 
Figure 14-1, below.
Figure 14-1   Mailbox --> Script screen
Scripts are composed of Action Lines. They always begin on line 1 
and can contain up to 15 lines. Longer scripts can be created by ex-
ecuting a TRANSFER to another script located in another SCRIPT 
mailbox. This process allows for great flexibility and restrictions on 
the length and complexity of a script are eliminated.
A script line consists of two main elements: 
 a voice file played for the caller, when the script line is entered, 
and, then, 
 the action the line is to perform, along with any required parame-
ters.
The voice file for each line is stored in the subdirectory of the 
SCRIPT mailbox, under the name linexx, xx representing the line 
number.  
						

							Section 14:  SCRIPTS
14-3
14.3 RECORDING A SCRIPT VOICE FILE
1. Enter the script mailbox as a subscriber -- with #. 
2. Follow the prompts to record a line file. 
3. Record the file you desire. The file will be saved under the cor-
rect subdirectory and name.
NOTE
Voice files are needed for script operations.
These files should be recorded in a quiet
location using the telephone handset. 
Most speakerphones normally have poor
voice quality. Although such a recording is
possible for 
emaGEN, it is not recom-
mended.
14.4  SCRIPT PROGRAMMING
Line column
The line number in the first column is not programmable. 
The line number is the Action Line number. 
The line number may be used  in other fields to  instruct 
emaGEN to 
jump to, or return from, a specific Action Line instruction.
Prompt column
The prompt number is used to identify the prompt for this script line. 
Any lines that do not have spoken files should have this field 
cleared, using the drop box. You can use the same prompt in more 
than one line (if the line needs to repeat the same message), and 
the prompt number does not have to correspond to the line number.
Legal values:1 to 15
Default:Not applicable.
Action:Not applicable.
Legal values:1 to 2 digits
Default:Blank
Action:Select from the drop box. 
						

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Action column
This field determines the action that 
emaGEN is to take if a caller is 
directed to this line. For each action function there can be a suc-
cessful result or an error. 
Accordingly, the OK and ERR fields are provided to handle the 
result of the action, whether it is successful (OK) or faulty (ERR). 
The Action Function Descriptions in Section 14.4.1, below, describe 
what each function does, and what possible results it might have.
14.4.1  Action Function Descriptions
Menu 1 digit
This function is used to play a message to the caller and allows the 
caller to interact with the system by pressing one of the telephone 
buttons (0-9, #, *). 
For each of the telephone buttons, there is a field which determines 
which line will be executed next in the script. (possible values are 
from 1-15). 
To return to the main menu from this script, put 0 in the designated 
key field. 
To hang-up, put 99 in the designated key field.
NOTE
To get the button drop boxes to open, you
must select the Menu 1 Digit function and
then save the script. Only then the drop
boxes will appear.
OK:Not used in this action.
ERR:If any of the fields is left blank, and the caller dialed this 
field, the script will proceed to the number in the ERR 
field. 
If no Touch Tone is pressed, the script proceeds to the 
number in the ERR field, after the script time-out. See the 
Site --> Settings --> System parameters --> Script 
Timeout field.
Legal values:See available options in Section 14.4.1, 
below.
Default:Blank
Action:Select from the drop box. 
						

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Play
This function is used simply to play a message -- the one corre-
sponding to the message number.
OK:If the message exists and was played.
ERR:If the message does not exist.
PLAY (NUM)
This function is a line which anticipates an entry of digits from the 
caller and then plays the file located by the digits entered (which was 
earlier recorded with the RECORD (NUM) function). The number of 
digits is set in the corresponding [Param] field.
The PLAY (NUM) function is very useful in applications where infor-
mation changes day by day, or week by week. Examples of this 
would be Lottery results or weather reports. This function is also use-
ful for applications that require the entry of a customer claim number 
or order number. For example, a customer can call a car service cen-
ter and enter a claim number to see if the car is ready.
The System Administrator can select the script handling menu and 
can then remove from the system a range of old (out of use) files.
OK:If the file was found and played, the script will proceed to 
OK.
ERR:If the file to be played is not found, or Script time-out is 
reached, the script will proceed to ERR.
Playdel (Num)
Same as Play (NUM), but this action also deletes the file after it has 
been played.
Delete (Num)
Delete a file corresponding with the number received.
Record (Num)
This function anticipates an entry of digits from the caller. The sys-
tem then records the callers message into a file that corresponds 
with the digits entered by the caller. The number of digits is set in the 
corresponding [Parameter field].
NOTE
In Play(Num), Playdel (Num), Delete (Num)
and Record (Num), the OK and ERR condi-
tions are identical. 
						

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NOTE
In all the above cases of recording, playing
and deleting, the flag /box# may be used
after the number n, in order to record to a
different mailbox rather than the current
one, and play & delete from a different box.
For Example: Record(Num) 4/box0000100
-- record a 4 digit named file into mailbox
0000100).
Transfer
This function is usually reached from a MENU 1 DIGIT choice selec-
tion. It enables a caller to be directed to a regular mailbox, another 
script for further processing, or exit the system. If the TRANSFER is 
to another script, there is no need to record a voice prompt for this 
action line, since the next script will have an opening prompt. How-
ever, if the TRANSFER is to another mailbox, then a message simi-
lar to one moment please should be recorded so the caller is alert 
to the process. know what is happening. The Next field which is at-
tached to the TRANSFER action line will accept a value up to the 
number of mailbox digits defined for the system.
OK:Not used in this action.
ERR:If Script time-out is reached, the script will proceed to 
ERR.
Transfer Parameters:
 n Waits for n digits and than transfers to the number 
received.
 Mn Appends n digits to previous T.T. entry, and transfers to the 
complete new number.
Example: Menu 1 digit received T.T.: 3, Transfer M2 
received T.T. 4,5, the transfer will be to mailbox 345.
 Dd Appends n digits to previous T.T. entry, and transfers to the 
complete new number.
Example: Menu 1 digit received T.T.: 3, Transfer M2 
received T.T. 4,5, the transfer will be to extension 345.
 #n Gets n digits and enters into that mailbox as a subscriber.
 *n Gets n digits and enters into that mailbox directly into 
recording a message.
 !n Gets n digits and transfers to the entered extension num-
ber (not to a mailbox).
 T#n Enter a given mailbox (n) as a subscriber (dont wait for 
T. T ) .
 T*n Enter a given mailbox (n) as an outside caller, to record a 
message (dont wait for T.T) 
						

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 T!n Transfers to a fixed extension number n (not to a mailbox).
 Tn Transfers to a fixed mailbox number n.
Example: Transfer T345 - transfers to mailbox 345.
Msg. to Mbox
After the completion of an interview session in a script mailbox (a 
set of RECORD commands), use this action to save the message in 
a different mailbox (other than the script mailbox itself). 
You will then be able to listen to the messages when entering the 
mailbox as its owner.
OK:The notification to the mailbox was successful.
ERR:Mailbox does not exist or there was a problem with the 
saving to this mailbox.
Record (seconds)
This function plays the lines voice file, after which two options are 
available: 
1. If the SECONDS parameter is 0, there is no need for recording 
and the system branches to the next action line as programmed 
in the OK field.
2. When the RECORD field contains a value of 1 to N, the system 
goes into recording mode for the duration of the defined time 
period and anticipates recording of the callers message in 
response to the question just asked.
If the callers answer is shorter than the defined time period, the 
system recognizes this and proceeds to the next line.
If the script contains a number of RECORD lines, then all the 
answers will be collected in a single message which is stored in 
the SCRIPT mailbox. 
When the recorded answers are played back, they will be played 
in the same order as the questions were asked.
If /APP used after the n amount of seconds, n amount of sec-
onds of recording will be appended to the previous recording.
OK:Recording was successful.
ERR:Recording operation failed.
Branch
Use the BRANCH function to make a Time/Date/Day related deci-
sion. If the current Time/Date/Day is within the specified range, the 
function will go to the OK field. If the current Time/Date/Day is not in 
the range, the function will go to the ERR field. 
						

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Parameters
 D  - Day and the day numbers -- for example: 
  D1234567)
 C  - Date and the range of dates MMDDMMDD
Parameter examples
 C01010331  - between Jan 01 and March 31
 C01      - any day in January
 C0105   - only on January 5th
 C0005  - any fifth of the month
 Default time - for example, 
  0900-1500 - between 9am and 3pm
Parameters
D - Day and the day numbers (Example: D1234567)
C - Date and the range of dates MMDDMMDD
     (Example: C01010331 -- between Jan 01 and March 31)
     Default - time (Example: 0900-1500 -- between 9am and 3pm)
OK:The current Day/Date/Time is in range.
ERR:The current Day/Date/Time is not in range .
CID Routing
This function is used in conjunction with the CID Routing table in Site 
parameters. 
If a number is found in the table, the table action is executed. For ex-
ample, a call can be transferred to an ACD group according to a spe-
cific caller ID.
OK:Not used in this action.
ERR:The CID number was not found in the table.
14.4.2 OK / Err and Numeric entry column fields
OK / Err column fields
Each of these two column fields determines where in the script 
ema-
GEN
 will continue, after an action line is completed.
Legal values:1 to 15 / 0 / 99 / 97 / 96
Default:Blank 
						

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Numeric entry column fields 1 to 9, 0, *, #
When used in conjunction with Menu 1 Digit this field is a translator. 
The caller presses a digit and the digit is translated by 
emaGEN 
into a number (one or two digits long) that directs the caller to 
another Action Line, or hangs up if 99 is entered.
14.4.3 Script function examples
EXAMPLE 1:
Script Function:  Personnel Interview
emaGEN can perform preliminary job interviews. A newspaper ad 
can instruct callers to call a number and an extension (For example: 
555-5555, Ext. 111). When 111 is dialed, the caller reaches Script 
Mailbox 111 with the following Script.
Line # Voice File Voice Prompt and Remarks
1 01 Thank you for calling about the opening in our 
sales department. Im going to ask you a few 
questions...please answer all of them. What is 
your name?
Record - 15 seconds
2 02 What is your complete address?
Record - 20 seconds
3 03 Please tell us your experience.
Record - 80 seconds
4 04 When can you start working for us?
Actions:Select a value from the drop list:
 Enter 99 to hang up.
 Enter 0 to return to the original main-
menu.
 Enter 1-15 to jump to another line in the 
script.
 Enter 97 to play the directory assistance. 
 Enter 96 to return to the original main 
menu, as if it is a new call.
Legal values:1 to 15 / 99 / 97 / 96
Default:Blank
Action:Select a value from the drop list:
 Enter 99 to hang up.
 Enter 97 to play the directory assistance. 
 Enter 96 to return to the original main 
menu, as if it is a new call. 
						

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Record - 10 seconds
5 05 Thank you for your time. We will now connect 
you to a live operator. 
Transfer to fixed extension 345.
EXAMPLE 2:
Script Function:  Automated Attendant 
and Customer information
The Script Generator can be used to replace the main menu greet-
ing and at the same time serve as a Customer Information System. 
In this example, a customer can call in to a repair shop to check the 
status of a repair by entering the receipt number. After entering the 
number, the customer will hear a recording done by the technician, 
in which the status of the repair is specified. The technician will call 
in to the same script, choose option 3 to record a status message or 
option 4 to delete a status message. Also available under this menu 
are all the transfer options, including to a fixed mailbox (the supervi-
sor), and the append option (the caller enters a two digit number, 
which is appended to the digit 2 from the main menu to become 2xx 
- the department number). For this script to serve as a main menu, 
in Department Definition fields I,J you should enter Y to start with 
script and the script number (100 in this case). Option 8 (which goes 
to line 13) is an example of how to move from one script to another.
Line # Voice File Voice Prompt and Remarks
1 01 Dial 1 to listen to status of repair,
Dial 2 to transfer to a department,
Dial 3 to record a repair status,
Dial 4 to delete a repair status,
Dial 5 if you know your party’s mailbox num-
ber,
Dial 6 to leave a message to the supervisor,
Dial 7 if you are the supervisor,
Dial 8 to transfer to a different script,
Dial 9 to terminate this call,
Dial 0 to talk with the supervisor,
Dial * to leave a message to a subscriber,
Dial # to enter as a subscriber
2 02 Please enter your receipt number
Get 4 digits, play corresponding file
3 03 You have entered an invalid number”
Return to main menu
4 04 Please enter a two digit department number 
						

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Receive two digits, transfer to 2xx
5 05 Please enter receipt number and record after 
the tone”
Receive four digits and record repair status
6 06 Please enter subscriber number
Receive three digits and transfer to the sub-
scriber’s extension
7 06 Please enter subscriber number
Receive three digits and enter as the sub-
scriber
8 06 Please enter subscriber number
Receive three digits and leave a message to 
the subscriber
9 07 Please hold
Enter as Supervisor
10 07 Please hold
Leave a message to Supervisor
11 07 Please hold
Transfer to the supervisor’s extension.
12 10 Please enter receipt number to delete
Receive four digits and delete message
13 11 Please enter script box number
Transfer to a different script