Allows branching of the voice application based on a flexible set of specified criteria. Multiple conditional exits (criteria) can be configured for If block. Each criterion may consist of logical expressions that can include the following:
•Estimated waiting time
If a set of specified conditions for a criterion is satisfied, the application execution is continued from its conditional exit.
If the criterion’s conditions are not satisfied (i.e. otherwise), the block following the If block is executed.
The condition set may consist of multiple columns and multiple rows. Columns are joined by AND for the criteria to be satisfied, the condition in each column must be true. Rows are joined by OR: the conditions of any one row must be true in order to satisfy the condition and return a true result.
A condition may not contain specified criteria. In this case, the result is always assumed to be true. For criteria to match, in any row, all non-empty conditions must be satisfied. For example, to create a Closed conditional exit (to execute a prompt stating your business is closed), you might create the following criteria:
Greater than 18:00
Notice that the weekend time criteria is blank, indicating that your business is closed all weekend.
When entering phone numbers as conditions, only use numeric digits. Do not use letters or punctuation, such as dashes, parentheses, and dots.
To Create a Set of Criteria for an If Block:
1.Click the New Criteria button. A tab with the default label Criteria1 appears in the edit pane, and an associated conditional exit appears in the flowchart as green text beneath the If block.
2.In the Name field, type a label for the criteria and click Update. The label appears in the flowchart as a conditional exit.
3.Click the Add Column button. The Add New Column dialog box opens.
4.Select the type of data you want to use as criteria (either call property, interaction data, date, time, or day), and click OK. The table displays the column with the selected subject as a header. The column initially contains one row with a link.
5.Click the link. The Set Condition dialog box opens, which enables you to set the logical expression for the selected subject.
6.Continue to establish the criteria using the functionality on the tab in the edit pane. As you build the criteria, the Application Builder builds a table on the criteria tab in the edit pane.
•Use the Add Column button to add AND conditions to your logical expression, which appear as additional columns in the table.
•Use the Add Alternative button to add OR conditions to your logical expression, which appear as additional rows in the table.
7.Configure the conditional exit associated with the set of criteria in the flowchart.
Use the New Criteria button until you have all the criteria and conditional exits necessary for this If block. With each set of criteria you create, additional tabs appear (labeled as Criteria2, Criteria3, etc.) in the edit pane, and associated conditional exits appear in the flowchart.
The If block can have an unlimited number of criteria, and therefore, an unlimited number of conditional exits.
When working with the If block, you can:
•Change the name of the block if needed by typing a new name in the Label field.
•Modify criteria by clicking the appropriate tab in the edit pane. The selected tab is a lighter shade than the other tabs.
•Delete unnecessary criteria by clicking the red x icon.
•Apply changes to a set of criteria by clicking the Update button.
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