Create an IVR Script Limited Loop in 8x8 Contact Center
Objective
To create an IVR script with a limited loop.
Applies To
- 8x8 Contact Center
- Contact Center Configuration Manager
- IVR Script
Procedure
The example below is a scenario where there have separate queues for sales, support and a main queue for all other types of calls. They want callers to have three chances to provide a queue choice. If the caller selects an option other than the two valid options (1 for sales, 2 for support) they will be sent to the main queue. If the caller does not enter a number within three seconds they are asked for a number two more times before being sent to the main queue.
- Log in to Contact Center Configuration Manager.
- Click Scripts.
- Click Add new phone script.
- Select Inbound phone as the script type.
- Enter a Script Name and click Save.
- Click View Variables.
- Click Add new.
- Enter a Variable Name (it has to begin with an underscore _ ).
- Under Data Type, select Number.
- Click OK.
- Close the window and click MainIVR.
- Click add.
- Select Set Variable.
- Fill in Object tag (the example has "Set empty count because it indicates what the object does").
- For Variable select the variable name from step 8.
- Set Value to 0.
- Click OK.
- The script will look like this after adding the Set Variable object.
- Click Set Variable > add.
- For IVR object select Label.
- Fill in Object tag (the example has "Top of loop").
- Click OK.
- The example script looks like this after adding the Label object.
- Click Label > add.
- For IVR object select Say.
- Fill in Object Tag.
The example has "Hello, please press one for sales or two for support."
- Click OK.
- The sample script looks like this after adding the Say object.
- Click Say > Add.
- For IVR object select Get Digit.
- Fill in Object Tag.
- After adding the Get Digit object the sample script looks like this.
- Click 1 > add.
- For IVR object select Forward to Queue.
- Fill in Object Tag.
- Set Queue name to where Option 1 should send the call.
In this example, Option 1 is for the Sales Queue.
- Click OK.
- Click 2 > add.
- For IVR object select Forward to Queue.
- Fill in Object Tag.
- Set Queue name to where Option 2 should send the call.
In this example, Option 2 is for Support.
- Click OK.
- Click empty.
- For IVR object select Set Variable.
- Fill in Object Tag.
- Set Variable to the empty count variable.
- For Value set it the variable from step 46, + the operator in the operator box then type a 1 in the last box. This will increment the empty count variable by one.
- Click OK.
- The empty action will look like this after adding the Set Variable object.
- Under empty click Set Variable > Add.
- For IVR object select Test Variable.
- Fill in Object Tag.
- Set Variable to the empty count variable.
- For Value set it the empty count variable.
- Select >= for the operator in the operator box.
- Select 3 in the last box. If you want to give you callers more than three chances use a larger number.
- The sample script looks like this after adding the Test Variable object.
- Under the Test Variable click True > add.
- For IVR object select Forward to Queue.
- Fill in Object Tag.
- Set Queue name to Main Line.
- Click OK.
- Under Test Variable click False > add.
- For IVR object select Go To.
- Fill in Object Tag.
- Set Destination to Top of loop.
- Click OK.
- If further actions are needed, return to Get Digit and add Forward to Queue for all other actions.
- Once complete, the script should look something like this:
- At this point in time you're ready to assign the script to a channel for testing. Test the script to make sure it's working the way you want it to. Then either repeat these steps a copy of a script you want to modify or use the script you modified by assigning it to the channel it's intended for.