17.3. SwitchBoard Container
- 08 Sep 2023
- 3 Minutes to read
- Print
- DarkLight
17.3. SwitchBoard Container
- Updated on 08 Sep 2023
- 3 Minutes to read
- Print
- DarkLight
Article summary
Did you find this summary helpful?
Thank you for your feedback
Summary
Used for: Callers can select options or enter numbers
Call Policy: ✔
Data Analytics Policy: ✖
Configuration Details
The Switchboard container is slightly different to other containers, in that it is a functional container, and thus processes the call instead of simply holding apps or receiving a call. This container is the switchboard, and the Switch Item apps held within it are the options that a caller will hear when they reach it, with one app per option.
Policy Type
Call | Data Analytics |
|---|---|
Available | Not Available |
Configuration
Because the Switchboard container has functionality, not unlike most apps, it needs to be configured.
The options for this container consist of Name this item and Configure this Item:
Configure This Item
These settings are applied before (and after) the apps are evaluated.
Where the sound selector icon appears in the text field, this can be clicked to insert a prerecorded sound that has been saved into the account in Account Settings > Sounds. These can be either recorded via the phone by dialing *150 from an extension, or uploaded via the settings screen. When a sound is added, it is displayed as a tag in the text field, for example, {WelcomeCaller}. If the sound tag is not recognised as valid, then it is shown in red, while a known sound tag is displayed in blue. Sound files can be mixed into TTS, for example {WelcomeCaller}. How are you today? |
|---|
Where the macro selector icon appears in the text field, this can be clicked to insert a macro, either from the macro selector or from scratch. These can also be mixed into TTS. |
These fields require a customised response, shown below with a **. |
Speech Markup can be used in this container.
Property | Value (*default) | Notes |
|---|---|---|
A phrase to say when the Switchboard feature is activated, and before any switchboard element phrases are said | Text field**, pre-populated: Welcome to this Swithcboard. Please press:* | The phrase entered here is said as TTS on entry to the switchboard. |
A phrase to say when the Switchboard feature is activated, and after any switchboard phrases are said | Text field**, pre-populated: Press 9 to hear these options again.* | The phrase entered here is said as TTS after all the apps in the container have been have been navigated through. |
A phrase to say when the user makes a mistake or makes no input | Text field**, pre-populated: I don't recognise that option. Please try again.* | The phrase entered here is said as TTS if an option is selected by the caller that is not recognised by any of the apps held in the switchboard. |
How many attempts to allow the user to input a valid sequence | 1-9 (3*) | This is how many chances the caller will get to enter an option. |
Seconds to wait for an input before asking again | 1-9 (7*) | This is how long, in seconds, the caller has in which to select an option. |
Repeat the welcome phrase again if this switchboard times out or the user presses the wrong key | Unchecked*/Checked | If this option is checked (not the default) and the caller does not choose an option, the welcome phrase is played again. |
Dial tone to press, if you want to allow the user to hear this message again | 1-9 (9*) | Choose a button that the caller can press to start the switchboard again from the beginning. |
Apps
In addition to configuration, the Switchboard container needs to hold the Switch Item apps that form the menu options for the caller to select. Each option then routes the call appropriately, depending on which is selected by the caller. The container also holds an app called Get Info that can be used to glean information from the caller.
Result
As with the other containers (Finish being the exception, due to its nature), apps are evaluated (and in this case, their phrases played to the caller) from the top downwards. Each Switch Item app assigns a key tone to listen for from within the app. As the caller makes a choice, the call is routed along the link from the relevant app, and any remainder of the switchboard is not heard.
Was this article helpful?
