© 2009 Avaya Inc. All rights reserved.1 Chapter Two, Voic Pro Components Module Two – Actions, Variables & Conditions

© 2009 Avaya Inc. All rights reserved.2 Module Introduction Voic Pro Client Actions, User Variables and Conditions are the building blocks for customizing call flows and building auto attendants in the Voic Pro Client. This module provides participants details regarding: The capabilities of Voic Pro Actions How variables can be used to create dynamic call flows The use of conditions to route calls

© 2009 Avaya Inc. All rights reserved.3 Definitions Action: A building block that performs a specific task or function that may have one or more results. A set of actions can be linked to create custom call flows. Variables: Values stored by the voic server which can be written to and read by actions within call flows. Variables can also be assigned within the Voic Pro Client. Conditions: A rule that is constructed from a set of basic elements. These elements are determined by: – Time of day and day of the week – Specific Date (e.g. January 1) – The value set in a Variable – The state of other Conditions

© 2009 Avaya Inc. All rights reserved.4 The components of an Action All actions have four standard tabs: General, Entry Prompts, Reporting and Results

© 2009 Avaya Inc. All rights reserved.5 The components of an Action - continued Many Actions have a specific tab that defines the function of the Action. An exception is the Menu Action that has a Touch Tones tab rather than a Specific Tab.

© 2009 Avaya Inc. All rights reserved.6 Accessing Actions Actions may be accessed from Action on the menu Or from the Voic Pro Client Toolbar

© 2009 Avaya Inc. All rights reserved.7 Basic Actions

© 2009 Avaya Inc. All rights reserved.8 Mailbox Actions

© 2009 Avaya Inc. All rights reserved.9 Configuration Actions

© 2009 Avaya Inc. All rights reserved.10 Telephony Actions

© 2009 Avaya Inc. All rights reserved.11 Miscellaneous Actions

© 2009 Avaya Inc. All rights reserved.12 Condition Actions

© 2009 Avaya Inc. All rights reserved.13 Database Actions

© 2009 Avaya Inc. All rights reserved.14 Queue Actions

© 2009 Avaya Inc. All rights reserved.15 Connections The actions added to a call flow must be connected before they can be used. The sequence of connections determines how the call is routed through voic . Most actions only have a Next result and a single connection option Many Actions may have a number of results (for example True, False, No Answer and Busy) with multiple connection points

© 2009 Avaya Inc. All rights reserved.16 Connections Example The Start Point Action only has one result; Next The Menu Action has many programmable results The Dial by name action has two results The Assisted Transfer Action has three results

© 2009 Avaya Inc. All rights reserved.17 Variables There are two types of variables that can be used within call flows in Voic Pro: Call Variables (also referenced as System defined variables) can perform tasks within a call flow session: – $KEY – $CP0 – $DBD[0] User Variables allow for customized variables that are usable within any call flow system wide.

© 2009 Avaya Inc. All rights reserved.18 Call Variable Example - Dial known extension This example demonstrates using the $ wildcard in a Menu action to collect digits from a caller and stores the value in a variable named $KEY. The $KEY variable is then used as the Destination of the Transfer action. (session based)

© 2009 Avaya Inc. All rights reserved.19 User Variable Example - Office closed during regular hours This example demonstrates using the Test User Variable action to check the value of the variable and route the call based on the results. This may be useful for unexpected office closures due to severe weather. (available for all call flows)

© 2009 Avaya Inc. All rights reserved.20 Conditions The Condition Editor is used to create rules for call routing decisions based on: Calendar – specific dates such as company or public holidays Week Planner – Time of Day – Day of Week Compare – use a Call Variable to examine the value of a fixed value or another Call Variable Condition – use an existing condition as an element within another condition

© 2009 Avaya Inc. All rights reserved.21 Combining User Variables and Conditions This example combines the use of a User Variable and a Condition to determine how a call should be routed