CALLMaster Tour - Create Audiotex Modules

Some applications require multi-level automated conversations - if you don't need to use this feature of CALLMaster, please feel free to skip this section of the Tour. Out Dialing users should definitely take this section of the Tour.

Audiotex has many application possibilities, all of which stem from use of or a combination of two basic concepts Audiotex can be used to give callers choices of different interactive paths to travel down (we'll call this ‘branching’), or to send callers down a pre-determined single path (which we'll call ‘sequential path’). The first one we should look at is the ‘branching.’

In branching, Audiotex modules or records are used to give callers the option to determine their next step. Each module goes through four steps, which are: 1) Play a message to the caller; 2) get a touch-tone response from the caller; 3) perform any designated CALLBasic scripts; and 4) determine and execute the next record. This is very important to keep in mind as you travel through this section of the tour. A great way to plan Audiotex routines is to draw a flowchart.  Audiotex records perform four steps in the following order:

  1. Say something by playing a speech file identified in the ‘Message ID’ field

  2. Get a touchtone response, based on the contents of the ‘Response Length’ field

  3. Perform a CALLBasic script (designated in the ‘CALLBasic Script File’)

  4. Determine the next module/record

Now we are ready to add another record. Record 9999 will be our exit record and our Fail Module ID. Let's add this record. Add record number 9999 to our routine. Go to ‘Add’ and start making the following ‘Last Module’ record as shown in Fig 4-12.

Save this record. Now we have a Last Module, which is also our fail module. You might say to yourself ‘Won't Last Record end the call? We want to give callers an option to end or not.’ Relax. This is eventually going to be a part of our Attendant. When you start the phone port with Attendant and enter Audiotex through some sort of Attendant ID, you'll return to Attendant when you exit Audiotex with a Last Record. Attendant will then ask you to ‘Press 1 for further options.’ If we had started the application in the phone port as Audiotex, we'd have to create another record for the caller and ask them if they wanted to exit the system.

Record 100, which we made before, states that if the caller presses 1, they will go to record number 101. Let's create record number 101 now. The purpose of record 101 will be to give the caller information about your company's product.

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