Applications Page

To open the Application Builder, click Start > Programs > Ivanti, Inc. > Communications Management > Management Portal > Application Builder.

Ivanti Voice ships with Common Data Speakers and Unified Messaging prompts in English (both US and UK). A Localization kit is available to enable you to expand your Ivanti Voice deployment to include other languages.

The applications page opens, displaying two columns:

•Available Applications - A list of applications available on this Ivanti Voice server.

•Open Applications - All applications currently open in the Application Builder. When you open an application, the application remains open until you close it. If you close the browser with the application still open, Application Builder closes the open application 20 minutes after you close the internet browser.

Use the applications page to:

•Open an Application. When you open an application, Ivanti Voice removes it from the list of applications in the Available Applications column.

•Delete an application.

•Close an application. When you close an open application, Ivanti Voice again displays the application in the Available Applications column.

•Create a New Application. Whether creating an application or modifying an existing application, you need to become familiar with Application Building Blocks, Working in the Application Flowchart, and Conditional Exits.

Application Building Blocks

Application Builder has a graphical user interface you use to connect existing blocks to build your voice application. This is done within a flowchart that represents the sequence of call processing events in the call scenario. Different types of blocks perform different functions, such as recording voice messages, playing prompts, collecting input, etc.

Blocks are listed on two tabs: System and Telephony and Routing. You will also see the Integration tab and blocks for configurations with other Ivanti, Inc. products. For a complete list of blocks with block descriptions and configuration information, refer to Building Block Definitions.

Each block has its own configuration parameters, which appear in the edit pane when the block is added to the flowchart, or selected within the flowchart. The parameters specify, for example, which prompts to play, where to send voice mail, etc.

Create a New Application

The following procedure describes how to create a new voice application. Additional topics which explain in greater detail important aspects of creating a voice application include:

•Working in the Application Flowchart

•Adding blocks to Conditional Exits

•Working with Prompts

•Best practices for creating voice applications (Best Practices: Voice Applications)

To Create an Application:

1.On the applications page, click the New icon above the list of applications. The new application opens. Notice that the flowchart is currently empty.

2.Click a tab in the edit pane to display the desired list of blocks.

3.Click a block icon. The block is added to the flowchart with the parameters displayed in the edit pane.

4.Configure the parameters for the block.

5.To add the next block to the flowchart, click the Add icon in the toolbar above the flowchart. The blocks are again displayed in the edit pane.

6.Click a block icon. The new block is added below the selected block in the flowchart.

7.Continue to add the blocks needed to complete the call flow.

8.When all blocks have been added and configured click the Save As button above the edit pane.

9.In the Save application as dialog box, type the name for the new application, then click Save as.

10.Click the Close Application button. Your new application appears in the list on the applications page.

Ivanti Voice stores voice applications you build with Application Builder in subfolders of the Program Files\Ivanti, Inc.\IP Communications Management\Applications directory. Each application has a separate folder that shares its name. Inside the folder is an application.xml file containing the application flow, prompt directories, and automatic backups of unsaved application files Ivanti Voice creates if a user session expires without saving changes.

If you create an application outside of your production environment, copy its folder (and the folder contents) to the Program Files\Ivanti, Inc.\IP Communications Management\Applications directory of the Ivanti Voice server in your production system.

Open an Application

On the applications page, open an application by clicking the Open button next to the desired application. The left side displays the application flowchart, which depicts the flow of operation for the application. Labeled icons in the flowchart display the blocks comprising the application. The right side of the builder page features the edit pane, which displays editable fields of the block selected in the flowchart.

Working in the Application Flowchart

In the application flowchart, you can:

•Expand and collapse the branches in the flowchart by clicking the plus and minus signs.

•View and edit the properties of a block by selecting the block in the flowchart. The edit pane displays the editable properties of the selected block.

•Edit the flowchart by selecting a block and using the toolbar above the flowchart:

•Add - Displays all blocks in the edit pane. Select a block from the edit pane and the block is inserted into the flowchart below the currently selected block in the flowchart.

•Remove - Removes the selected block from the flowchart.

•Cut - Removes the selected block from the flowchart and places it on the clipboard.

•Copy - Copies the selected block to the clipboard.

•Paste - Inserts the clipboard contents below the selected block.

•Clipboard - Located above the toolbar; displays the last block you copied or cut.

•Applications - Located above the toolbar; returns you to the applications page, displaying the list of applications.

•Prompt Manager - Located above the toolbar; opens the Prompt Manager dialog box. Refer to Prompts for details.

•History - Located above the toolbar; enables you to retrieve an unsaved version of the open application. If the Management Portal session times out (after 20 minutes with no activity), the unsaved application is retrievable by clicking the History link and selecting the version in the Autosaved versions dialog box. You can then save your application by clicking Update and Commit Changes.

•Find text. When working in a complex application, perform a search by clicking anywhere in the flowchart. Then press Ctrl+F to open a Find dialog box, type the text you want to search for, and click Next.

As you make changes to the flowchart and edit pane, the Application Builder displays one or more the following buttons above the edit pane:

•Commit Changes - Saves changes to the application. Click the appropriate Update button (there may be several on the edit pane) before clicking the Commit Changes button.

•Discard Changes - Discards the changes you made since last clicking the Commit Changes button.

•Save As - Saves the application under the specified name. You can also use this button to save a version of an existing application; this is helpful if you want to use the existing application as a basis for creating a new application.

To Add a Block to the Beginning of the Application Flowchart:

The Application Builder normally adds new blocks below the selected block in the flowchart, but it is possible to add a block at the beginning of the flowchart, above existing blocks.

1.Select the first block in the flowchart.

2.Click the Add icon in the toolbar above the flowchart.

3.In the edit pane, click the block you want to add to the beginning of the flowchart. The block appears in the flowchart beneath the first block.

4.Select the first block in the flowchart.

5.Click the Cut icon. The block is removed from the flowchart and copied to the clipboard. The block you added previously is now the first block, and is also the selected block.

6.Click the Paste icon. The block you cut is placed in the flowchart as the second block.

Conditional Exits

The voice application typically processes blocks sequentially; however, some blocks have multiple paths the voice application can take after processing the block. These paths are called conditional exits. Conditional exits enable you to determine how the voice application responds to certain conditions that may occur during the processing of a call, such as a database not opening when needed or an agent not responding to a call.

Each conditional exit appears in the flowchart as green text beneath the block to which it applies. A conditional exit may contain a flow of blocks to handle specific situations.

To Add Blocks to a Conditional Exit:

1.In the flowchart, select the conditional exit. The edit pane displays the available blocks.

2.In the edit pane, click to select the block that will start the flow initiated by the conditional exit. The block appears below the conditional exit in the flowchart.

3.Configure the block parameters.

4.Add more blocks as needed.

5.Click the Commit Changes button.