IVR Script Builder Tool Overview (Page 1 of 3)

The Interactive Voice Response Script Builder Tool is used to create an interactive response to a person making a call - such as record or retrieve voicemail, connect to the FAX-On-Demand service, or as a gateway to a Conference - the options are almost infinite. It does this by creating standards based XML based script that is used by the Interactive Voice Response Service Module located on the CallHandler. This XML (Extensible Mark-up Language) script determines how the Interactive Voice Response Service Module processes any call that is passed to it from the Call Router Module, or via other services or modules, such as the Voice Mail Handler Module.

Using the Interactive Voice response Script Builder Tool, scripts are automatically generated and the user does not need to understand the detailed structure, but simply drag the completed script to the required CallHandler directory.

The design aim of the Interactive Voice response Script Builder Tool is to provide a simple to use, drag and drop graphical tool for use by both technical and non-technical staff for the preparation and maintenance of the XML scripts for the Interactive Voice Response Service Module, which can be thought of as the "glue" between service modules.

In the Call Flow Diagram shown below, an incoming call is first passed through the Call Router, which uses a look-up table to decide which module to connect the call to. A call could come in and immediately be passed to the Interactive Voice Response Service Module, or direct to any other service module. The Interactive Voice Response Service Module is capable of having a call transferred to it either directly from the Call Router or from any other service module. The Interactive Voice Response Service Module decides what to do with this call, based on the XML script. The Interactive Voice response Script Builder Tool allows the script maintainer to rapidly construct a complex voice menu.

Multiple scripts can be created and run simultaneously so that, for example, each incoming telephone line can have its own independent script.

The Interactive Voice response Script Builder Tool can be run on a desktop PC running MS Windows 95/98/NT. The XML files it creates are then transferred across the network, or via dial-up link onto the CallHandler with the system live.

Building a Typical Script - Overview

The example script outlined here, describes the Auto Attendant call structure as shown in the diagram below.

This script built, for this example, enables an incoming call to be directed to; the Technical section, by pressing 1, to the General Enquiry section, by pressing 2, to the Distance Learning Conference section, by pressing 3, or to an operator, where no operator input is detected. This script can be created using Chelston's Interactive Voice response Script Builder Tool