The Name To User Step

End the DialByName output branch of the Simple Recognition step by dragging a Name To User step from the Media palette to the Design pane, and dropping it over the Set step icon under the Simple Recognition step icon, as shown in figure DialByName Output Branch Scripting.

Then configure the Name To User step to allow the caller to find a user based on either DTMF digits or spoken input from the caller.

The Name To User customizer window has three tabs: General, Prompt, and Input.

Figure shows the configured General tab of the Name To User customizer window.

Configure the Name To User customizer window as follows:

• General tab

  • Contact—Triggering Contact

    The contact that triggered the script remains the contact for this step.

  • Interruptible—Yes

    External events can interrupt the playback of the prompt.

  • Operator—Yes

    The script gives the caller the option to connect to an operator by pressing “0” or saying “operator” in the appropriate language.

  • Result User—user

    The user variable stores the user object that maps to the selection of the caller.

• Prompt tab

  • Prompt—prompt

    The prompt variable stores the custom prompt the script plays back to the caller.

  • Match Threshold—4

    If the number of matches is less than 4, the script prompts the caller to choose the correct entry from the list of matches. If the number of matches is greater than or equal to 4, the script prompts the caller to enter additional letters to reduce the number of matches.

  • Barge In—Yes

    The caller can respond without first having to listen to the playback of the entire prompt.

  • Continue On Prompt Errors—Yes

    If a prompt error occurs, the script continues to play the next prompt, or, if this prompt is the last in the sequence, the script waits for caller input.

• Input tab

  • Initial Timeout (in sec)—5

    The step times out if the script receives no input within 5 seconds after playing back the prompt.

  • Interdigit Timeout (in sec)—3

    The step times out if the script receives no input between digits for 3 seconds.

  • Maximum Retries—5

    The maximum number of retries is 5.

  • Flush Input Buffer—No

    The script saves input previously entered by the caller.

• Filter tab

  • Input Length—30

    Specifies that the script automatically triggers a lookup when the caller enters 30 digits.

  • Terminating Digit—#

    The terminating digit is “#”.

  • Cancel Digit—*

    The cancel digit is “*”.

The Name To User step has four output branches: Successful, Timeout Unsuccessful and Operator.

The Timeout and Unsuccessful output branches need no scripting. If the step times out, the script falls through to the second Play Prompt step (see The Play Prompt Step). If an invalid entry is made, after 5 attempts the script also falls through to the second Play Prompt step (see The Play Prompt Step).