Adding prompts to Play activities

Prompts are the messages played at specified points in the workflow. Prompts can be configured to be played to the caller only, to the agent only, or to both.

If your system is licensed for Text-to-Speech, you can add a prompt as a text string. The system reads the text as voice output when the prompt is played.

To enable callers to skip prompts using a digit entry
  1. Select the Play activity and click Properties.
  2. Select the Barge Enable check box.
  3. Click Save.
To specify who you want to hear the prompt
  1. Select the Play activity and click Properties.
  2. After Broadcast To, click the button and select one of the following:
    • Both: the prompt plays to both the caller and the agent
    • Caller: The prompt plays to the callers only
    • Agent: the prompt plays to the agent only
  3. Click Save.
To add an existing prompt to a Play activity
  1. Select the Play activity and click Properties.
  2. After Greeting Prompts, click the button and select Select from an existing prompt.
  3. Select a prompt and click OK.
  4. Click Save.
To add a new prompt
  1. Select the Play activity and click Properties.
  2. After Greeting Prompts, click the button and select Add a new prompt.
  3. After Language, select the primary language from the drop-down list.
    Note:
    • The language you select determines the system wave files available to you.
    • By default, the language is set to the default site language.
  4. Type a Name for the prompt.
  5. Type a Description for the prompt.
  6. Select a Category for the prompt from the drop-down list:
    • Callback
    • Custom
    • Management
    • Samples
    • UPiQ
  7. To create your own category, after Category, type a name for the new category.
    Note:

    Prompt categories are an organizational tool to help keep prompts sorted and easily accessible.

  8. Select one of the following tabs:
    • Text—lists the SSML files added to IVR Routing. Users can add an SSML file or add text to the prompt. To add an SSML file, click Add and select SSML file. To add a text, click Add, select Text, enter the text, and click OK. To add text to the SSML library for reuse, click Export.
      Note:

      If adding variables to text, enclose them within double angle brackets. For example, the EstimatedWaitTime variable is formatted as <<EstimatedWaitTime>>. By default, variables are read as Numbers or, if they are currency, Dollars. You can specify how variables are read in SSML files. For more information, see the MiContact Center Knowledge Base.

    • System wave files–lists the system wave files callers hear while in the IVR or while waiting on hold. This pane will only show the wave files that are available in the language you have selected.
    • Custom wave files–lists imported and recorded wave files. To import or record a custom wave file, click 'Add' and select 'Existing wave file' to import the file or 'Record wave file' to use the microphone on your computer to record the file.
      Note:

      IVR Routing does not support 44.1 khz format for prompts. IVR Routing has been tested with 8khz, Mono, and ULAW formats.

    • Queue stats–lists up-to-date queue statistics for use in prompts
    • Variables–lists all variables available for use in prompts
      Note:

      Read back on variables is based on the type of variable. Number variables read back the whole number, while digit variables read back individual numbers. For example, number variables would read 123 as 'one hundred and twenty-three', while digit variables would read 123 as 'one, two, three'.

    • Prompts used in workflows and subroutines–lists all prompts used in workflows and subroutines
  9. In the All SSML Files, All system wave files, All custom wave files, All queue stats, All variables, or Prompts used in workflows and subroutines pane, select the files to add to the prompt.
  10. Click > to add the file to the prompt.
    Note:

    The wave or SSML files play in the order they are added to the prompt. To change the order in which the files will be played, select the file and click the up or down arrow buttons on the right-hand side of the dialog box.

  11. Click Save.
    Note:

    If you are adding prompts in a new language, you must add audio files that correspond to the existing audio files in IVR Routing’s default language. Otherwise, the caller will not hear anything when the prompts are supposed to be playing.

To add a variable to a prompt
  1. Select the Play activity and click Properties.
  2. After Greeting Prompts, click the button and select Add a variable to a prompt.
  3. Select the variable and click OK.
  4. Click Save.
To add a new variable to a prompt
  1. Select the Play activity and click Properties.
  2. After Greeting Prompts, click the button and select Add a variable to a prompt.
  3. Click the Add button.
  4. Type a Name for the variable. The name must be unique and cannot contain spaces.
  5. Type a Description for the variable.
  6. After Variable Type, select a type from the drop-down list.
    Note:

    A variable's type cannot be changed after you save.

  7. If Mask Type is available to this type of variable, select the variable’s mask from the drop-down list.
    • NoMask– The variable will not be masked within IVR Routing and associated screen pops, databases, etc.
    • FullMask– The entire variable will be masked within IVR Routing and associated screen pops, databases, etc.
    • MaskAllExceptLastX– The variable will be masked except for the specified number of final characters
    • MaskAllExceptFirstX– The variable will be masked except for the specified number of first characters
  8. If you selected MaskAllExceptLastX or MaskAllExceptFirstX, specify the number of characters to be left unmasked.
  9. To enable this variable to display in a toaster notification or screen pop, select the Send to agent desktop check box.
  10. Type the Display Name that this variable has when it appears in a toaster notification or screen pop.
  11. If you selected Dollars, Euros, or Pounds as the variable type, after Currency Format, select the format from the drop-down list.
  12. If you selected Date Time as the variable type, after Date Format, select the date format from the drop-down list. After Time Format, select the time format from the drop-down list.
  13. Click Save.
To add a Text-to-Speech prompt
  1. Select the Play activity and click Properties.
  2. After Greeting Prompts, click the button and select Add text.
    Note:

    The 'Add Text' option is only available if your system is licensed for Text-to-Speech.

  3. In the Add Text window, type a message for the prompt and click OK.
  4. Click Save.
To clear a prompt
  1. Select the Play activity and click Properties.
  2. After Greeting Prompts, click the button and select Clear Prompt.
  3. Click Save.
To add a prompt to a Play activity using Quick Add Prompt
  1. Select the Play activity and click Properties.
  2. After Greeting Prompts, click the button and select Quick Add Prompt.
  3. Navigate to the .wav file and click Open.
  4. Click Save.
Parent topic: Configuring the Play activity