Star key as a Local Hotlink in a digits element? http://developer.cisco.com/c/message_boards/find_thread?p_l_id=&threadId=9461028 2013-05-19T09:48:45Z 2013-05-19T09:48:45Z Janine Graves http://developer.cisco.com/c/message_boards/find_message?p_l_id=&messageId=9526063 2012-12-18T17:16:04Z 2012-12-18T17:16:04Z

This will always allow * to be accepted whenever the caller is entering digits. So, if you have a Digits element to collect an account number and if you HAVEN'T set the HotLink to collect \* then the caller could fat-finger and you'll have a * in the getAccountNumber.value variable. If you try to use a Say It Smart to speak this as Digits, the Say it Smart will throw an error (since * is not a digit). The way around this would be to always specify \* as either a local or global hotllink.   I don't know of other issues, but I can't guarantee there won't be any. You'll have to fully test this.  But, as Geoff said, this will only come into play while using VXML.

Janine Graves 2012-12-18T17:16:04Z GEOFFREY THOMPSON http://developer.cisco.com/c/message_boards/find_message?p_l_id=&messageId=9523788 2012-12-18T16:59:57Z 2012-12-18T16:59:57Z

>>>> I am just imagining me giving my co-workers high-fives when we get this to work while someone is wondering why the star key is misbehaving when accessing their voice mail. Yeah, that would be a bummer. But this is just a command for VXML, so it “should” not affect others (but you know how that goes). Do you have a lab system you can try it on? Regards, Geoff

GEOFFREY THOMPSON 2012-12-18T16:59:57Z Patrick Legate http://developer.cisco.com/c/message_boards/find_message?p_l_id=&messageId=9523000 2012-12-18T16:25:44Z 2012-12-18T16:25:44Z

Geoff, Janine,   Thanks for your help.  I will see if I have access to the VXML Gateway otherwise I will just program around it.  Do you know if there are other side effects to setting the vxml allow-star-digit? Either with other elements within the vxml application or other call processing?  I am just imagining me giving my co-workers high-fives when we get this to work while someone is wondering why the star key is misbehaving when accessing their voice mail. Again thanks. Pat

Patrick Legate 2012-12-18T16:25:44Z Janine Graves http://developer.cisco.com/c/message_boards/find_message?p_l_id=&messageId=9495530 2012-12-18T01:41:30Z 2012-12-18T01:41:30Z

Hi Patrick, When you are using DTMF-Only, the default is that if you are using a Digits element, or (equivalently) using a Form element with DTMF-Grammar setting 'builtin:dtmf/digits' then a * key from the caller causes a NoMatch event - EVEN if you set \* as a HotLink (local hotlink or global hotlink).   If you want to be able to accept * as a HotLink while collecting digits, then you have to add 'vxml allow star-digit' to the vxml gateway CLI. And now if you set the Hotlink to listen for \* (as you already are doing) then it'll be recognized and exit down your Local-Hotlink exit state (or jump to your global HotLink, if that's where you have it configured).    

Janine Graves 2012-12-18T01:41:30Z GEOFFREY THOMPSON http://developer.cisco.com/c/message_boards/find_message?p_l_id=&messageId=9482446 2012-12-17T19:32:16Z 2012-12-17T19:32:16Z

Patrick, Janine emailed me to as me to add to this thread: “Tell him to add 'vxml allow star-digit' to gateway cli.” Regards, Geoff

GEOFFREY THOMPSON 2012-12-17T19:32:16Z GEOFFREY THOMPSON http://developer.cisco.com/c/message_boards/find_message?p_l_id=&messageId=9471691 2012-12-17T17:25:16Z 2012-12-17T17:25:16Z

Patrick, >>> Your condescending tone and answer "Mine works, I don't know why it does not work for you." is not at all helpful. Sorry, I did not intend to be condescending in any way. Merely providing my view – you are crochety today. >>>Are you running 7.0(2)? No, CVP 8.0. >>>is the call in fact going down the hotlink path? Of course it does. Jeez! >>>are you deploying onto a vxmlserver where you actually are dialing a phone to check the call flow? It’s in production and has been so for over a year. So yes. >>>Old school? I will take old school. Heck, I think I mentioned we have a DTMF only application that should have made it clear where I'm coming from. I am also over 50 so I am allowed to wear black socks with sandals and drive down the freeway with my blinker on. Old school – yes, I’m over 60. DTMF only – yes, what is your point? I’ll dig out the application and see if I can provide some hints. I can’t post a picture, but the XML file says: <local_hotlinks> <local_hotlink> <name>Star</name> <dtmf_grammar_type>Inline</dtmf_grammar_type> <dtmf_grammar_value>\*</dtmf_grammar_value> <speech_grammar_type>-</speech_grammar_type> <speech_grammar_value/> <throws_event>false</throws_event> <event_name/> </local_hotlink> </local_hotlinks> Are you using a Form? You need to use a Form <settings> <setting name="inputmode">dtmf</setting> <setting name="noinput_timeout">5s</setting> <setting name="form_max_noinput_count">3</setting> <setting name="form_max_nomatch_count">3</setting> <setting name="confirm_max_noinput_count">3</setting> <setting name="confirm_max_nomatch_count">3</setting> <setting name="max_disconfirmed_count">3</setting> <setting name="dtmf_grammar">builtin:dtmf/digits?maxlength=11</setting> <setting name="dtmf_keypress"></setting> <setting name="help_dtmf_keypress"></setting> <setting name="modal">false</setting> <setting name="field_name">foundation_fld</setting> <setting name="slot_name"></setting> <setting name="slot_element_data"></setting> <setting name="secure_logging">false</setting> </settings> Regards, Geoff

GEOFFREY THOMPSON 2012-12-17T17:25:16Z Patrick Legate http://developer.cisco.com/c/message_boards/find_message?p_l_id=&messageId=9465014 2012-12-17T16:30:47Z 2012-12-17T16:30:47Z

In our particular case your option 1 above is the menu level we want to go back to during account entry.  If the caller does not know their account number they press 0 to speak to an agent at that level.  The last thing we need are more menu layers right?  If you want a justification..  immediately after the caller enters a valid account they are prompted for a PIN. If the caller  knows they fat fingered their own account but it happens to be a valid account the back button (star key) is a nice feature, otherwise the caller has to type in junk 3 times to get an agent or hang up and call back.  Also a universal back button is a convenient feature to have  in our case the star key works well for that task (i even have one on all my browsers little arrow in the upper left corner). Old school? I will take old school.  Heck, I think I mentioned we have a DTMF only application that should have made it clear where I'm coming from.  I am also over 50 so I am allowed to wear black socks with sandals and drive down the freeway with my blinker on. Your condescending tone and answer "Mine works, I don't know why it does not work for you." is not at all helpful.  Are you running 7.0(2)? is the call in fact going down the hotlink path? are you deploying onto a vxmlserver where you actually are dialing a phone to check the call flow?   Pat

Patrick Legate 2012-12-17T16:30:47Z GEOFFREY THOMPSON http://developer.cisco.com/c/message_boards/find_message?p_l_id=&messageId=9463524 2012-12-17T15:47:16Z 2012-12-17T15:47:16Z

I personally dislike the mixing of data entry and menu control. This is a carry-over from the older IVRs where each key was being passed up and there was no buffering, so you could get this sort of control. I think it’s very old school, although I have made your proposed system work – precisely with the STAR key. I don’t know why it does not work for you. I would prefer to separate menu selection and number entry: 1. If you know your account number, please press 1. 2. If not, press 2 to return to the previous menu. Then if they press 1 –“please enter your 3 – 10 digit account number followed by pound” Regards, Geoff

GEOFFREY THOMPSON 2012-12-17T15:47:16Z Patrick Legate http://developer.cisco.com/c/message_boards/find_message?p_l_id=&messageId=9461027 2012-12-17T15:31:16Z 2012-12-17T15:29:34Z

We have a DTMF only application and the challenge seems quite simple:  The prompt says: “Please enter the 3 to 10 digit account number followed by the pound key, or press the star key to return to the previous menu.”  The idea is the caller gets 3 tries to enter a valid account number then the call is transferred to an agent, and as stated in the prompt if they press the star key any time during the digit entry the call flow would go back to the previous menu (duh!).  What I would like to use is a digits element and set Min Digits to 3, Max Digits to 10, Max No Input to 1, Max No Match to 1, termchar to #, Disable Hotlinks to false and a local Hotlink set to \*.   Next, any combination of 3-10 digits would be checked as an account number, if valid we would proceed with the call flow and if invalid, no match or no input a retry counter would be incremented and the caller re-prompted (or transferred).       This works as expected in all respects except when the star key is pressed it goes down the No Match Path instead of the local hotlink path.  The number element thinks the star key is a decimal point so that doesn’t work.   I can build a  multiple element routine that examines each key press and I can combine a form with a custom decision element that does the same, but this seems way to convoluted for what should be out of the box functionality.  Oh, and I am using Cisco Call Studio 7.0(2).     Any brilliant ideas?  I will take any obvious answer too!   Pat

Patrick Legate 2012-12-17T15:29:34Z