HEAT Alpha Search Block

Searches the HEAT database for HEAT business objects by matching search criteria that callers specify using their phone keypad. The HEAT Alpha Search block associates the caller input string with letters as they would appear on a telephone keypad. For example, the number 2 is associated with the letters A, B, and C; the number 3 with the letters D, E, and F; the number 4 with the letters G, H, and I; etc. This lets callers use letters when specifying search criteria. For example, a caller who wants to search the HEAT database for a customer business object with the LastName field of Cook can press 2-6-6-5.

Some input strings may have multiple matches in a database. In this scenario, you can either choose to continue processing as if a single match was made, and use the HEAT Next Item block to retrieve each matched item. Or, if your application did not expect to find multiple items, the Multiple Objects Found exit can be used to handle this exception.

This block is for use only with Ivanti Voice/HEAT configurations. For details, refer to Ivanti Voice/HEAT Configuration.

Prompts

The HEAT Alpha Search block has the following prompts:

•Main Prompt - The prompt the block plays when accessed by the voice application.

•Error Prompt - The prompt the block plays if the caller’s input does not match any records in the HEAT database.

Conditional Exits

The HEAT Alpha Search block has conditional exits to determine the action of the voice application when the following events occur:

•Object Not Found - The block could not find the target object.

•Multiple Objects Found - The block found multiple objects matching the specified search criteria.

•Timeout - The caller exceeded the number attempts specified in the Retries field.

Settings

The HEAT Alpha Search block has the following settings:

•Label - Change the name of the block if needed to uniquely identify the use of this block in the application flowchart.

•HEAT Connection (Required) - Select the name of the connection to the HEAT application you want the block to search. The drop-down list contains the name of all configured HEAT connections.

•Object Type - The type of object for which to search. Select either Customer or Ticket.

•Customer Type - Needed if you are searching for the Customer (Object Type is set to Customer). Enter an actual customer type, or the Ivanti Voice interaction property containing the customer type enclosed in percent (%) signs. For example: %PropertyName%.

•Field to Search - The field the block searches in all HEAT business objects of the type specified in the Object Type field. Either type the name of the field, or click the browse button and select the field.

•First Digit Timeout - The number of seconds the block waits for a caller’s input before playing the Main prompt, and giving the user another chance to enter input, if the number of attempts allowed is not exceeded (specified in the Retries field).

•Inter Digit Timeout - The number of seconds the block waits between the entering of digits by the caller. If a timeout occurs, the block plays the Error prompt and gives the user another chance to enter input, if the number of attempts allowed is not exceeded (specified in the Retries field).

•Retries - The number of First Digit and Inter Digit timeouts the block allows the caller before routing the call to the Timeout conditional exit.

•Interruptible - Lets the caller enter input to interrupt the prompts this block plays.

Conditions Table

The Conditions table enables you to specify search criteria for the block to use in addition to the Field to Search field. Add as many search conditions as you need. The Conditions table displays each condition as a separate column. Columns are joined by AND for the criteria to be satisfied, the condition in each column must be true for the block to return the business object.

The result of the search depends on the data format. For example, if you asked a caller to provide a nine digit social security number to search for an Employee business object by the SSN, you must format the data you receive according to the Foundation format. Foundation stores SSNs in the XXX-YY-ZZZZ format, so if the caller enters 123456789, reformat the input to 123-45-6789 before using the SSN as a search condition.

To Set a Condition:

1.Click the Add Column button. The Add New Column dialog box opens.

2.In the Type drop-down list, select the type of object you want to include in your criteria.

3.In the Field Name field, enter the name of the field for which you want to search by either typing the name of the field, or selecting the field using the drop-down list below the text field.

4.Click the OK button. The condition appears as a column in the table with a link.

5.Click the link. The Set Condition dialog box opens.

6.Complete the logical expression by specifying a logical operator in the Operator drop-down list, and entering the desired value for the field below the operator (if applicable). You can use either a text string or the name of an interaction property enclosed in percent (%) signs.

When entering phone numbers as conditions, only use numeric digits. Do not use letters or punctuation, such as dashes, parentheses, and dots.

7.Click OK. The condition appears in the Conditions table.

8.If necessary, add more columns.

Fields to Return Table

The Fields to Return table lets you configure the HEAT Alpha Search block to retrieve object fields other than the record ID of objects it finds.

•Field Name - The name of the field to retrieve. Either type the field name, or click the browse button next to the field to access the Field Name dialog box and select a field. The fields the Field Name dialog box lists are based on the business object you selected in the Objects Type field.

•Property Name - The name of the interaction property in which to store the value the voice application retrieves.

To Add Fields and Values to the Table:

•Click the green + icon.

When configuration for this block is complete, click the Update button to apply the settings.