2) Adding Script Steps
The example in this tutorial illustrates creating a functional (or logical) IVR script.
When writing a script for use by an agent you would normally create the screen steps first and then create the script flow by adding the required functional steps. See About Screens.
Adding a script step
- Insert a new script step into the script; simply
- drag the required step from the script resources menu
- drop onto the design area (Fig. 1).
In Fig. 1, we are adding the PlayTTS and Capture step, which plays an audio message generated from text script using a Text To Speech engine. This step then captures DTMF input data from the caller and passes this information as Outcome data to the next step.
- Connect the Start Script step to the Play TTS and Capture step by clicking on
and dragging an arrow to any part of the Play TTS and Capture step icon (Fig. 2).
- When the mouse is released, the Select Outcomes To Next Step dialogue is displayed. In more complex steps with more than one outcome, this dialogue allows different outcomes to be directed to different steps thereby creating alternative script paths depending on the outcome of the step. In this case the Start Script step has only one outcome, Next. This outcome is displayed when OK is clicked on the dialogue.
Next: 3) Editing Script Steps and configuring their output.