Ivr script

This script is interpreted when the Incoming Call Event is fired for an incoming VCS call.

It executes as follows:

Play a greeting announcement.
Assign a queue depending on the DNIS of the inbound call.
Offer a menu for the caller to select if they are a new or existing customer and sets the skill accordingly.
If the caller is an existing customer, it prompts them to enter their customer ID, validating it against a database.

Caution

Your IVR script should assign a queue for every voice call.

The blocks function as follows.

Block	Name	Description
Play Audio	Greeting	Plays the greeting announcement to the caller. It clears the DTMF buffer prior to playing. It also allows the caller to interrupt the announcement with any DTMF entry.
Switch	CheckDNIS	Checks the DNIS of the inbound caller to see if it is equal to either 1234 or 5678 or neither, and selects the appropriate path.
Queue Name	Sales	Sets the queue for the current call to Sales, if the DNIS is equal to 1234.
	Support	Sets the queue for the current call to Support, if the DNIS is equal to 5678.
	DefaultQueue	Sets the queue for the current call to DefaultQueue if the DNIS is anything else.
Assign	InitCounter	Initializes a counter called Counter to be used in keeping track of invalid entries made by the caller.
Play Audio	SkillsMenu	Plays the skills menu announcement. It allows the caller to interrupt the announcement with any DTMF entry.
Get Digits	GetSelection	Waits for a one digit DTMF entry from the caller and saves the entry in the variable called Selection. It waits up to 5 seconds for this digit before timing out.
Switch	CheckSelection	Checks the selection entered by the caller and selects the appropriate path.
Add Skill	ExistingCustomer	Adds the skill of ExistingCustomerSkill to the call if the caller selects 1 from the Skills Menu.
Add Skill	NewCustomer	Adds the skill of NewCustomerSkill to the call if the caller selects 2 from the Skills menu.
Condition	TooManyErrors	If the caller selects anything else from the Skills menu, then this checks to see if they exceeded the maximum number of allowable invalid entries, which is three (3).
Add Skill	DefaultSkill	This assigns the DefaultSkill to the call if too many errors were made by the caller.
Assign	IncrementCounter	Increments the counter by one.
Play Audio	InvalidSelection	Plays the invalid selection announcement to the caller. It does not allow the caller to interrupt this announcement.
Clear Digits	ClearDigits	If the caller enters any DTMF digits while the Invalid Selection announcement is being played, the caller would not be interrupted, but the VCS would store those DTMF digits in its buffer. So the buffer should be cleared out before continuing. Not doing this causes confusion to the caller.
Assign	InitCounterAgain	If this is an existing customer, the system is now going to prompt them to enter their customer ID. So initialize the counter again.
Play Audio	EnterCustID	Plays an announcement instructing the caller to enter their customer ID number.
Get Digits	GetCustID	Gets up to (4) four digits from the caller. Waiting for a maximum of ten (10) seconds for all digits to be entered or a maximum of three (3) seconds between digits. It stores the resulting entry in the variable CustID.
Run	GetLenOfCustID	Gets the length of the CustID entry and stores it in a variable called CustIDLen. It uses the VBScript function Len() to do this.
Condition	CheckLen	Checks to see if the number of digits entered by the caller is equal to four.
GoTo	VerifyCustID	Runs the DBLookup.asp script that looks up the entered Customer ID in the database to see if it is valid.
Condition	TooManyErrors2	If the customer ID is invalid, then this checks to see if they exceeded the maximum number of allowable invalid entries, which is three (3).
Assign	IncrCounterAgain	Increments the counter by one.
Play Audio	InvalidCustID	Plays the invalid customer ID announcement. It does not allow the caller to interrupt this announcement.
Clear Digits	ClearDigits2	If the caller enters any DTMF digits while the Invalid Selection announcement is being played, the caller would not be interrupted, but the VCS would store those DTMF digits in its buffer. So the buffer should be cleared out before continuing. Not doing this causes confusion to the caller.