Dialogue flows – main window

Through the Dialogue flow window you get an insight into the configuration and the option of making some changes yourself. Functions presented in text and pictures are everything there is to see and execute, for anyone with complete access rights.

Requires the Own dialogue flows access right.

In other words, not all users of the Dialogue flows window see all the described buttons, menu choices, etc.

You can see and update the various details for dialogue flows in different ways.

  • In the Dialogue flows window you can create, remove and change the names of dialogue flows.
  • Flow details such as timers, phrases and which object that is to be the next in the flow, is changed via the windows opened when you click on the separate flow objects.
  • Functions that you may have to view in a more collected way are found in separate views that are opened with the convenience keys at the bottom of the Dialogue flows window.

In the following screenshot you see an overview of how the various fields in the main window can be used.

Many of the functions in the windows under Routing | Dialogue flows can be accessed via context menus.
Access numbers are the numbers used to make a call to your contact center, see Access numbers.
Click on the link to see, in the Dialogue flows list to the bottom left, in which flow the access number is included.
You can sort tables, use dividing bars to change the size of fields and use pull tabs to hide fields. The changes you make, will be remembered for each time a window is open, but only until ACE Admin is closed. The next time you start ACE Admin all parts will be reset to the original size and sorting.
This is where you see the parameter assignments applicable for the access number selected to the left, including the values the parameters can have.
Add and remove dialogue flows.
The convenience buttons open other windows
  • 268Ctrl Shift A Examine all so-called parameter assignments.
  • Ctrl Shift P Configure and examine all phrases and their respective audio files, directly in the phrase database.
  • Ctrl Shift Q Configure and examine all query data.
  • Ctrl Shift S Configure and examine all call parameters for IVR statistics.
  • Ctrl Shift T Show the flow in a tree view.
Click on a row of a flow object to the left, to open the associated information to the right. Some of them you can configure, and others just browse through.
In the Flow objects list, under theInfo title, you can see extra information for some of the object types.
  • Jump object

    The name of and the address to the object that the jump object routes the flow to.  The example 14.1 means flow ID 14 and object ID 1.

  • Sub routine object

    The name of and the address to the object that the sub routing object makes a sub routine jump to. The example 188.10 means flow ID 188 and object ID 10.

  • Phrase object

    The name of the phrase and the name of its downloaded audio file, such as: "Greeting phrase 42" welcome.vox.

  • Switch object

    • The name of the schedule controlling the switch, otherwise seen in Switch objects.

  • Menu object

    Here you see a row of figures in a specific order where brackets and parentheses indicate importance, as for example [1] [2] | 1 (3).

    • DTMF for active exits [seen within brackets] e.g. [1] [2]
    • The number of active phrases, such as 1 above
    • The total number of phrase locations (seen within parentheses) such as (3)
    • If the menu object is deactivated, you instead see the flow number that is the next position in the flow when the menu is inactive.
    •  

Different icons indicate that the object is timed, is connected to an audio file, etc.
  • You see the receiver by the start objects that have access numbers connected to them. In the right part of the window you can see the current access numbers by moving your mouse pointer over the icon.
  • The clock indicates that a flow object is timed. Timers can exist for switch, menu and phrase objects.
  • The arrow indicates which flow objects that have so-called parameter assignments. Parameter assignments can be made for menu, start, and assignment objects.
  • Loudspeaker indicate the status of phrase object, their associated phrases (menu objects) and audio files.
  • The phrase object is inactive or has no active phrases.
  • Active object without phrases.
  • The object has at least one active phrase with a downloaded audio file.
  • Active object, with active phrase, but with no audio file.
  • The bar chart indicates that the current object has been activated as a measuring point for collecting data for IVR statistics.

Telia ACE version 16.0. . New info since last release is highlighted. ©Telia Sverige AB.