Configuring the Get Digit String Step

Configure the Get Digit String step to authenticate the caller before allowing the caller to record a name.

The Get Digit String step asks for the PIN number of the caller (to make sure the caller has the authority to record this name), using a concatenated prompt that addresses the caller by name and then asks the caller to enter a PIN number.

After adding the Get Digit String step to the Design pane of the Cisco Unified CCX Editor, configure properties in the four tabs of the Get Digit String customizer window as follows:

• General tab

  • Contact—Triggering Contact

    The Get Digit String step operates on the contact that triggered this script.

  • Result Digit String—pin

    The pin variable stores the digits entered by this caller. (The subsequent Authenticate User step uses this pin variable.)

  • Interruptible—Yes

    External events can interrupt the execution of this step.

• Prompt tab

  • Prompt—namePrompt + DP[150] + SP[SNU\enter_pin.wav]

    This expression is the prompt that the Get Digit String step plays back. (This prompt plays back the name of the caller, a silence of 150 milliseconds, and the system prompt, which plays “please enter your PIN”.

  • Barge In—Yes

    The caller can enter a PIN without first having to listen to the playback of the entire prompt.

  • Continue on Prompt Errors—Yes

    In the event of a prompt error, the script continues to play back the next prompt in the sequence or waits for input from the caller.

• Input tab

  • Input Length—25

    The value 25 is the minimum number of digits required before the step automatically checks for a user match. (This property applies only to non-ASR channels.)

  • Terminating Key—#

    The caller can use the “#” key to indicate completion of input.

  • Cancel Key—*

    The caller can use the “*” key to cancel and to start over. (The cancel key works only until the script reaches the number of maximum retries.)

  • Maximum Retries—0

    The number of times the step retries to receive valid input before executing the Unsuccessful output branch is 0.

  • Initial Timeout (in sec)—5

    The system waits 5 seconds for initial input from the caller before executing the Unsuccessful output branch.

  • Interdigit Timeout (in sec)—3

    The system waits 3 seconds after receiving initial input for the caller to enter the next digit, before executing the Unsuccessful output branch. (This property does not apply for ASR channels.)

  • Flush Input Buffer—Yes

    The script erases previously entered input before capturing new caller input.

  • DTMF Buffer on Retry—Yes

    The script clears the DTMF buffer and erases previously-entered digits when the step retries to get input from the caller. (However, because you configured this step for 0 retries, this attribute has no effect on the execution of the step.)

• Filter tab

  • All options are checked except “*” and “#”

    The script considers numbers from 0 to 9 to be valid entries, and does not consider the cancel key “*” and the terminating key “#” to be valid digits to collect.

Note	For more information about configuring the Get Digit String step, see the Cisco Unified Contact Center Express Editor Step Reference Guide.

Figure shows the three output branches under the Get Digit String step.