Create Container Prompt

Use the Create Container Prompt step to combine multiple prompts into one larger prompt.

Note

Optionally, you can use the Expression Language to specify container prompts. where <prompt 1>, <prompt 2> and <prompt 3> are prompt expressions:

- <prompt 1> + <prompt 2> + <prompt 3> would be a Concatenated prompt

- <prompt 1> || <prompt 2> || <prompt 3> would be an Escalating prompt

- <prompt 1> % <weight1> || <prompt 2> % <weight2> ||          <prompt 3> % <weight3> would be a Random prompt.

Create Container Prompt Customizer Window

You can create three types of container prompts:

  • Concatenated Prompt—Contains a list of prompt phrases that are played back in a specific sequence.

    For example, for a prompt of “Your checking account balance is one hundred and sixty-eight dollars”, you can create a concatenated prompt that (1) begins with a user prompt “Your”; (2) continues with a conditional prompt that specifies a condition such as <accountType == “check”>, and plays “checking account” if the condition is True or “savings account” if the condition is False; and (3) ends with the balance amount.

  • Escalating Prompt—Provides an initial question prompt with a minimal amount of information at first, and then adds additional prompt phrases if no response is given.

    For example, for a prompt that provides the caller with more information as needed, you can create an escalating prompt that, when passed to a media step such as the Get Digit String step, begins by playing the first concise prompt inside the escalating prompt, such as “What is your account number?”

    If the step fails to collect the account number due to the caller’s failure to provide it, a second prompt plays, such as “Please provide your account number by either pressing the account number using your touch tone phone followed by the pound key, or simply speaking out the account number digits.”

  • Random Prompt—Plays back a series of promotional or informational messages in a random order while a caller is waiting for an available agent.

The following table describes the properties of the Create Container Prompt customizer window:

Properties / Buttons

Description

Type

Concatenated, Escalating, or Random prompt.

Prompts

List of prompts to be combined into the container prompt

Note

For Concatenated and Escalating prompts, use the Up and Down buttons to determine the order of playback of the prompts in the concatenated prompt. For Random prompts, use the Up and Down buttons to make an individual prompt play more or less often than other prompts.

Override Language (optional)

Variable or expression indicating language in which the prompts are played back.

Output Prompt

Script variable that holds the combined prompt generated by the Create Container Prompt step

Add / Modify (buttons)

Use these buttons to access the Add Prompt dialog box. Use the dialog to specify the following:

  • Prompt—Variable or expression containing the prompt.

  • Weight—(Appears only when the prompt field is set to Random.) Represent the priority of the prompt in the sequence.

When done, click OK.

Note

An entry can be directly edited in the table list by double clicking on it. To sort the entries, click on the column header.

Delete (button)

To remove the Prompt information, highlight a value in the list and click Delete.