Web Configuration for IVR with MultiSpeak 4

IVREnabled

Determines if IVR is enabled.

True

IvrLocationCallRemarks

The value of the remark for location calls created by IVR when the account number and phone number cannot be found for the caller.

Location Call By IVR, Telephone Number:, Call Back:, Caller ID:, Comments:

• The first part is the prefix for the remarks.

• The second part is the prefix for the outageDetectionEvent.outageLocation.telephoneNumber if populated.

• The third part is the prefix for the outageDetectionEvent.outageCustomer.callBackPhone if populated

• The fourth part is the prefix for the outageDetectionEvent.outageCustomer.callerID if populated

• The fifth part is the text to prepend to the outageDetectionEvent.comments All five parts must be included in the value.

IvrAppendCommentsToCallRemarks

Determines whether to append the comments in outageDetection.Event.comments to the value of IvrCallRemarks when setting the Call Remarks.

• If false (default), and IVRCallRemarks is populated, then RX_CALLS.REMARKS is set to the value of IvrCallRemarks.

• If false, and IVRCallRemarks is not populated, then RX_CALLS.REMARKS is set to the value of the outageDetectionEvent.comments.

• If true, then the RX_CALLS.REMARKS is set to the value of the "IvrCallRemarks" followed by the value of the outageDetectionEvent.comments.

IvrSetCallOrigination

Determines the value for the call’s Origination.

• If set to true (default), the Origination for the call is set to IVR.

• If set to false, the Origination inherits the default value for the field, if defined.

IvrInvalidCallTroubleCodes

If a trouble code defined in the Int_TroubleCode domain and specified in this field is returned by IVR, do not create the call.

Format is InvalidCode1,InvalidCode2

IvrAlwaysPopulateCallBackNumber

Determines whether the RX_CUSTOMER.CALLBACK_NUMBER field is populated.

• If set to false (default), and outageDetectionEvent.outageCustomer.callBackFlag is true, then the RX_CUSTOMERS.CALLBACK_NUMBER is set to the value of the input message callback number.

• If set to false (default), and outageDetectionEvent.outageCustomer.callBackFlag is false, then the RX_CUSTOMERS.CALLBACK_NUMBER is not set.

• If set to true, then the RX_CUSTOMERS.CALLBACK_NUMBER is set regardless of the value of the outageDetectionEvent.outageCustomer.callBackFlag

IvrCustomFields

This setting is used to set a custom field in the RX_CALLS table. This field must already exist in the table.

Format is IVRKey1,CALLS_FIELD1;IVRKey2,CALLS_FIELD2

IVRKey[#] is the message field to update and CALLS_FIELD[#] is the RX_CALLS field to update.

For example, setting this to "VoiceMailFlag,VOICE_MAIL" would retrieve the VoiceMailFlag value from the input message and update the RX_CALLS.VOICE_MAIL field.

IvrCustomFieldsDateTimeFormat

This setting allows for the format specification for any custom field whose type was set to “dateTime.”

yyyy'-'MM'-'dd'T'HH':'mm':'ss.fffK

IvrPhoneSearchWithNoAccountNumber

If no account number exists for a customer, search for the phone number, and if found, create a call.

• If set to false (default), do not create the call.

• If set to true, create the call.

IvrCustomSearchFields

If IvrPhoneSearchWithNoAccountNumber is true and no account or phone number exists for the customer, search on the fields specified in this setting.

Format is IVRKey1,SEARCH_FIELD1;IVRKey2,SEARCH_FIELD2

IVRKey[#] is the message field to search on and SEARCH_FIELD[#] is the RX_CUSTOMERS field to search on.

For example, "MessageLastName,LASTNAME;MessageFirstName,FIRSTNAME" would compare the MessageLastName value from the input message against the RX_CUSTOMERS.LASTNAME and the MessageFirstName value from the input message against the RX_CUSTOMERS.FIRSTNAME

IvrSearchCustomFieldsUsingAnd

Determines whether to use “and” or “or” for multiple search terms.

• If set to true (default), it builds the where clause with “and” between each of the comparisons.

• If set to false, it builds the where clause with “or” between each of the comparisons.

IvrSubmitLocationCalls

Create a location call if no phone number or account number is found.

• If set to false (default), no location call is created.

• If set to true, a location call is created.

IvrCrewOnSiteCodes

This setting defines the codes that denote that a crew is onsite. The codes can be configured in the CREW_ASSIGNMENT_STATUS domain in DatabaseSchemaConfig.

3,4

IvrCrewDispatchedCodes

This setting defines the codes that denote that a crew has been dispatched. The codes can be configured in the CREW_ASSIGNMENT_STATUS domain in DatabaseSchemaConfig.

2,3,4