The Name To User Step

Continue the SNU.aef script by dragging a Name To User step from the Media palette to the Design pane.

Next, configure the Name To User step to prompt the caller to enter a name and then compare the name received with a directory of names to find out if the name given by the caller exists in the directory.

Configure the three tabs of the Name To User customizer window as follows:

  • General tab

    • Result User—user

      The user variable stores the values associated with this particular user. (The subsequent Get User Info step under the Successful output branch uses the user variable to find out whether or not a current recording exists for this name.)

    • Announce When Number of Matches Less Than—4

      If the number of matches is less than 4, the script prompts the user 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 user to enter additional letters to reduce the number of matches.

      Note

      This property applies only if the caller is inputting DTMF digits and is not using an Automatic Speech Recognition (ASR) channel.

    • Operator—No

      The caller does not have the choice to ask to speak to an operator, and therefore the Operator output branch of the Name To User step does not appear in the script.

    • Interruptible—No

      No external event is allowed to interrupt the execution of the Name To User step.

  • Prompt tab

    • Prompt—Default Prompt

      The script plays back to the caller the default prompt included with the Name To User step. The default prompt plays a prompt that starts “Spell the last name followed by the first name. . . .” (You can also choose a customized prompt or choose no prompt playback.)

    • Barge In—Yes

      The caller is allowed to enter a name without having to listen to the entire playback of the 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 simply waits for input from the caller.

  • Input tab

    • Input Length—10

      The value 10 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 press the “#” key to indicate completion of input.

    • Cancel Key—*

      The caller can press the “*” key to start over. (The cancel key works only until the number of maximum retries is reached.)

    • Maximum Retries—3

      The step makes three attempts to receive valid input before executing the Unsuccessful output branch.

    • 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 from the caller 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 system erases previously entered input before capturing new caller input.

Note

For more details on configuring the Name To User step, see the Cisco Unified Contact Center Express Scripting and Development Series: Volume 2, Editor Step Reference Guide.

The Name To User step in this script has three output branches:

  • Successful—Executes when the step makes a successful match between the name entered by the caller and a name in the directory.

  • Timeout—Executes when the step reaches the maximum number of retries and the last attempt times out while waiting for input from the caller.

  • Unsuccessful—Executes when the step does not make a successful match between the name entered by the caller and a name in the directory, or because the last attempt failed because the caller pressed the cancel key.

Name To User Step Output Branches