Learn how to configure the settings for your application.
Managing the application settings
- Application Reporting Title - Specify the name to use for the application in reporting.
- Application Version - Specify a version number for this application.
- Stage - Select an application stage. If resource caching is enabled, the application stage also manages how often cached resources are checked for updates. By default, applications are in the Live stage.
- Media Resource Collection - Select the Media Collection that this application will use. See the Media Resources page for more information.
- Milestone Path Prefix - Specify a prefix to use with this application's milestone paths.
This tab enables you to set global DTMF commands for your application. These DTMF keys can be used at any time within the application to trigger a specified action.
A common use case for this feature is a global command for the DTMF key 0 that routes the caller directly to an agent. In this example, you can set 0 as a global DTMF command that routes directly to the Assisted Service phase. In your application, you can add a Play Message block to announce that callers can press 0 at any time to speak to an agent.
Selecting Enable Global Commands enables global DTMF commands for the application.
To set a global DTMF command, select the drop-down menu beside the corresponding DTMF key that you want to use. In the drop-down menu, select a target block or phase for the DTMF key. Click OK when you are done setting global DTMF commands.Global DTMF commands can target the Self Service, Assisted Service, or Finalize phase, or any block within the Self Service phase.
- If the same DTMF key is also used by a block within your application, Designer first processes the command in the block.
- You can also use global DTMF commands with Self Service type shared modules.
Configure settings for speech recognition (ASR). See the User Input block page for more information.
This tab lets you specify a global retry prompt to play if a customer provides input that is not recognized. When Allow Retries is enabled, you can specify the following settings:
- Number of No Input retries allowed
- Select the number of retries to allow for customers who do not provide any input. For each retry, you can specify whether a prompt is played by clicking the corresponding section beneath this field. For example, if you allow two no-input retries and you want to play a prompt after the first retry, select the No Input #1 line and add a prompt. Enable the Play original menu prompt after this retry prompt check box to repeat the menu prompts for the caller.
- Number of No Match retries allowed
- Select the number of retries to allow for customers who do not provide a match for a Menu Block. For each retry, you can specify whether a prompt is played by clicking the corresponding section beneath this field. For example, if you allow two no-input retries and you want to play a prompt after the first retry, select the No Match #1 line and add a prompt. Enable the Play original menu prompt after this retry prompt check box to repeat the menu prompts for the caller.
- After Final No Input
- Add the prompt to play after the maximum number of permitted No Input retries is reached. If this block is in the Self Service phase, you can also specify a target destination for the application to jump to, such as another block in the Self Service phase or to the Assisted Service or Finalize phase of the application.
- After Final No Match
- Add the prompt to play after the maximum number of permitted No Match retries is reached. If this block is in the Self Service phase, you can also specify a target destination for the application to jump to, such as another block in the Self Service phase or to the Assisted Service or Finalize phase of the application.
To enable a Default application type for chat interactions, select Enable omni-channel support for Default applications. This allows the application to service both voice and chat channels. For example, during chat sessions, the application displays voice prompts as chat messages.
In the Designer Application party name field, you can enter a name to use for the chat participant. This is the name that customers will see displayed in the chat widget when they join the chat session. If you don't specify a party name, the Application Reporting Title (as specified in the General tab) is used.
Select Continue processing when the customer disconnects if you want Designer to continue processing the application after the customer leaves the chat session (this option does not apply to voice interactions). This option is only available for Default application types if omni-channel support is enabled.
Select Terminate the interaction when the customer disconnects to terminate the interaction if the customer leaves the chat session.Select Terminate the interaction when the interaction is stale to terminate the interaction if there does not appear to be any activity.
Select this option to enable support for predictive routing (as required for the Predictive Routing block).
Select Enable Customer Profile to allow Designer to retrieve certain details about the customer, such as their name and contact information. When this option is enabled, you can also choose to select the amount of interaction history data that Designer should collect for the customer.
Resource caching can improve overall system performance, but it can also cause a delay in how long it takes for changes in Designer to take effect (changes to Data Tables and Business Controls take effect immediately).
In most cases, it is best to leave Use workspace cache settings selected (it is already selected by default), as each application stage has optimized settings for how often a resource is checked. But you can disable it if you want the application to regularly check the cached resources for updates, and enter your own values for each resource.
The following resources are cached:
- Media Resources
- Speech Grammars
PTE (Parallel Test Environment)
Enable the PTE (Parallel Test Environment) option if you want non-production streams (DEV, QA, UAT) to use test versions of resources instead of the resources being used in the LIVE production environment.
Enabling the Tracing option enables additional data to be collected while the application runs, which can later be used for debugging.
Wait Answering Machine
This option tells Designer to wait for an answering machine beep (i.e. the tone that signals the caller to begin recording their message) during an outbound call. For example, if the customer does not answer the call, the application waits for an answering machine beep before playing a message.