Creating an IF Node

The following describes the basics of setting up IF nodes within a bespoke IVR. This type of node is used to send calls down one of two possible paths, depending on whether a specific condition is met; for example, if the current duration of the call is above a certain threshold, you might choose to redirect it to a higher-priority queue.

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 node to occur.
5. Use the option on the right-hand side of the page to change the node type to IF Node.
6. Click Update. This will refresh the page, and display options relevant to the chosen type of node.
7. Give the node a suitable Name.
8. Choose a suitable price list for the node, if different to the default one for this service.

9. The updated node is assigned two child paths automatically. You'll now define the condition under which any call reaching this node will be passed along the second (True) path; whenever this condition is not met, the call will be sent down the first (False) path instead. Scroll down to the Data Collection Options section to get started.
10. Use the IF field to choose the variable to be tested by this node.

    If the variable you want to use does not already exist, tick the More About... check box to display a full list of variables, and use the interface provided to add the new variable.

11. Use the Is field to choose the testing condition for the chosen variable, such as:
    • ...is string equal to...
    • ...is less than...
    • ...contains...
    • etc.
12. Click Save Settings to update the page based on your selection. This is to ensure that any additional fields needed to configure the node appear.
13. If there are now extra fields to complete for the chosen testing condition, fill them in.
14. Use the Value field to specify what to test the chosen variable against. For example, if you're testing a numerical value you would likely type a number here, whereas if you're looking for a particular word, you would type a string here.

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