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446 Chapter 17 Intelligent Queue
Selecting an action to take
The Action to take tab specifies the type of action or subcondition the verified collected digits action plan
follows, based on whether the query returns a string value of True or False.
To select an action
1. In the Verified collected digits window, select the Action to take tab.
2. After Query returned true, select an action to take if the digits pass verification.
• If you select None, control will return to the call flow.
If the verified collected digits plan was invoked from an interactive tree, the menu is played.
If the verified collected digits plan was assigned as the action, the call hangs up.
• If you select Action, select an action type and then select an action plan from the list box.
The selected action plan will be followed if the digits are successfully verified.
• If you select Condition, select a condition type and then select a condition plan for the list box.
The selected condition plan will be followed if the digits are successfully verified.
3. After Query returned false, select an action to take if the digits fail verification.
• If you select None, control will return to the call flow.
If the verified collected digits plan was invoked from an interactive tree, the menu is played.
If the verified collected digits plan was assigned as the action, the call hangs up.
• If you select Action, select an action type and then select an action plan from the list box.
The selected action plan will be followed if the digits fail verification.
• If you select Condition, select a condition type and then select a condition plan for the list box.
The selected condition plan will be followed if the digits fail verification.
4. Click Save.
Writing advanced queries
This section includes two examples of SQL queries you can use with advanced query on the ODBC
Parameters tab. In each example, $USER_COLLECTED_DIGITS refers to the digits Intelligent Queue
collected.
Query that dials the customer’s phone number
SELECT PhoneNumber FROM Customer WHERE ID = $USER_COLLECTED_DIGITS
Intelligent Queue collects a customer ID, runs the query, and if the customer ID is found, that customer’s
phone number is dialed. If the customer does not exist, the query returns a value of ’False.’
Query, within more than one table, with only one possible return value and Collected
Information
SELECT Extension, Warranty Status FROM Employee, Customer WHERE Customer.EmployeeID =
Employee.EmployeeID AND Customer.ID = $USER_COLLECTED_DIGITS
Intelligent Queue collects a customer ID. The query searched both Employee and Customer tables. If the
Customer ID exists on the Customer table, and that customer’s EmployeeID exists on the Employee table, the
employee’s extension is dialed.
Creating interactive tree plans
Interactive trees are reusable sets of choices and functions that you present to a caller in order to help them
find the information or functionality for which they are searching. Intelligent Queue plays menus for callers,
who then make their selection using the telephone’s DTMF keypad. As of Intelligent Queue Version 5.2, an
interactive tree can be assigned to multiple actions, conditions, and other interactive trees. Previously, you
could assign multiple actions only.
The Answer Menu is the main menu and offers callers their starting choices. Each digit from a menu (0-9, *, #)
can be defined as an option.