438 Chapter 17 Intelligent Queue
Creating unverified collected digits plans
You can use the unverified collected digits plan in conjunction with Contact Center Screen Pop only. Digits are
collected by Intelligent Queue and transferred to Contact Center Screen Pop to process.
The unverified collected digits option prompts the caller to enter a digit string, such as an account number.
The account number is sent to the desktop PC of the ACD agent who eventually answers the call. The
number of digits can be predefined or can be terminated by a digit, such as #, or by a predefined duration of
silence.
To create an unverified collected digits plan
1. Click Manage=>Actions=>Unverified collected digits.
2. Under Plan Name, type a new plan name or select an existing plan.
3. After Greeting message, select a greeting message from the list box.
4. After Terminating digit, type a digit the caller can press to indicate they have no more digits to enter.
The terminating digit is optional.
5. Type the maximum number of digits to be collected.
6. After No digit timeout, type the number of seconds the caller has between DTMF digit keypresses
before the system times out.
7. Click Save.
8. Click the Action to take tab.
9. After Digits collected, select an action to take if digits are successfully collected.
• If you click None, control will return to the call flow.
If the collect digits plan was invoked from an interactive tree, the menu is played. If the collect
digits plan was assigned as the action, the call hangs up.
• If you click Action, select an action plan type (message, routing, or interactive tree) and then
select an action plan from the list box.
The selected action plan will be followed if digits are successfully collected.
10. After No digits collected, select an action to take if digits are not collected.
• If you click None, control will return to the call flow.
If the collect digits plan was invoked from an interactive tree, the menu is played. If the collect
digits plan was assigned as the action, the call hangs up.
• If you click Action, select an action plan type (message, routing, or interactive tree) and then
select an action plan from the list box.
The selected action plan will be followed if digits are successfully collected.
11. Click Save to save your configuration, or click New to clear the fields and create a new unverified
collected digits plan.
To delete an unverified collected digits plan
1. Click Manage=>Actions=>Unverified collected digits.
2. Under Plans, select a plan.
3. Click Delete.
NOTE: A confirmation dialog box will ask you to confirm before deleting an unverified collected digits
plan. If you try to delete an unverified collected digits plan with associated plans, a more detailed
confirmation box will open that allows you to view the associated plans before you can proceed with
the deletion. Deleting the selected plan will only remove the reference to the associated plans.