Creating a Message Node

The following describes the basics of setting up Message nodes within a bespoke IVR. This type of node will play one or more audio prompts, in sequence, before either moving the caller into a subsequent node or hanging up the call.

Implementation

1. If the intended IVR service has not already been created, do this now.

2. Access the configuration page for the intended IVR.
   Accessing an IVR's configuration page...

   1. Access the list of services for the intended Customer.
      How do I view a list of services for a specific Customer?

      1. Access the details page for the intended Customer.

         How do I access the details of a specific Customer?

         1. Type the Customer’s name into the search field at the top of any page.
         2. Click the intended Customer in the search results. This opens the Customer Details page.

      2. Select the Services tab.

   2. Locate the intended IVR service and click its Configure link. This will open a new page.

3. If the IVR does not already contain any nodes, we recommend adding a path selection node to it first. This lets you create a number of branching paths, then place your new node on one of those paths.

4. Click the Config link for the path where you want your message node to occur.
5. Use the option on the right-hand side of the page to change the node type to Play One or More Recorded Messages.
6. Click Update. This will refresh the page, and display options relevant to the chosen type of node.
7. Give the message node a suitable Name.
8. Choose a suitable price list for the node, if different to the default one for this service.

9. Assign up to eight prompts using the list provided.
   How do I assign an audio prompt?

   When assigning a prompt to an IVR node, you can either use an existing one or create a new one (without leaving the current screen):

   Method	Description
   Assign an existing prompt...	Click the Choose button, then select an existing audio prompt from the resulting list. You can filter the list by typing some or all of the prompt’s description in the field above.
   Create a new prompt and assign It...	Click the New button, specify a Recording Name and, optionally, a Category. Then do one of the following: If you aren’t ready to upload a file yet, you can click Make to create a ‘blank’ prompt that you will update later. To assign an emulated text-to-voice clip, type the intended wording into Text To Say and click Create. To upload a file to act as the prompt now, click Choose File, select the file, then click Upload. Whichever of these options you choose, the new prompt will be added to your list and assigned to the chosen slot. New prompts won’t be fully added to the system unless you click the Save Settings button at the bottom of the page.

10. Click Save Settings to confirm and apply your choices.