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Created by: Benek Ozer on 26-10-2010 08:38:52 AM
Hello,
 
I am trying to use a very simple hotlink throughout my application; when the caller presses 0, the call will be sent back to ICM (subdialog return)
 
I've researched about this in the forums: if the hotlink item (in my case it's '0') is pressed within an element, the application waits until the interdigittimeout value to expire before issuing the hotlink activity.
 
I have several digit collections in the application and these collections also need 0 as a number (not as a trigger of hotlink)
 
I've tried interdigittimeout both Root document level and element level: it does work between digits entered. But almost as soon as I entered 0 as a digit, the hotlink is triggered.
 
What am I missing here? Is there any other configuration required?
 
Best Regards

Subject: Re: New Message from Benek Ozer in Customer Voice Portal (CVP) - General Di
Replied by: Janine Graves on 26-10-2010 05:48:49 PM
Hi Benek,

You must be using DTMF-Only in your system. In one of the Cisco
reference manuals, they say that when using DTMF-Only you should NOT
make the hotlink a substring of something you need to collect in the
application, because the gateway stops listening AS SOON AS it collects
dtmf that matches some valid entry, regardless of the value of your
interdigittimeout.

So, I'd suggest either changing the dtmf entry for your hotlink to *
(since you're less likely to be collecting * in the applicaiton) - or
while you're in an element where the caller's entry might start with 0,
go into the Settings tab and set Disable Hotlinks to True. This disables
all hotlinks (global and local) during the execution of this element only.

Janine
Training the Experts, CVPD Training
http://www.TrainingTheExperts.com/courses.html

On 10/26/2010 4:38 AM, Cisco Developer Community Forums wrote:
> Benek Ozer has created a new message in the forum "General Discussion
> - All Versions":
>
> --------------------------------------------------------------
> Hello,
> Â
> I am trying to use a very simple hotlink throughout my application;
> when the caller presses 0, the call will be sent back to ICM
> (subdialog return)
> Â
> I've researched about this in the forums: if the hotlink item (in my
> case it's '0') is pressed within an element, the application waits
> until the interdigittimeout value to expire before issuing the hotlink
> activity.
> Â
> I have several digit collections in the application and these
> collections also need 0 as a number (not as a trigger of hotlink)
> Â
> I've tried interdigittimeout both Root document level and element
> level: it does work between digits entered. But almost as soon as I
> entered 0 as a digit, the hotlink is triggered.
> Â
> What am I missing here? Is there any other configuration required?
> Â
> Best Regards
> --
> To respond to this post, please click the following link:
>
> <http://developer.cisco.com/web/cvp/forums/-/message_boards/message/2675952>
>
> or simply reply to this email.

--
Janine Graves

Subject: RE: Re: New Message from Benek Ozer in Customer Voice Portal (CVP) - Genera
Replied by: Benek Ozer on 28-10-2010 03:17:38 PM
Hi Janine,
 
Thank you for your post. That is bad news for me because I have digit collection elements that starts with zero yet need the hotlink functionality.
 
I will implement a similar functionality with decision elements (after the collect elements) and value checking (with hotlinks disabled) but in the end, unfortunately, it will not give the complete hotlink solution since I cannot identify when the caller decides he needs help in the middle of the collection, presses 0 and wait for time out.
 
I checked the main documents, I could not find the one that defines this behavior. If you happen to remember which one, please drop a line.
 
Best Regards

Subject: RE: Re: New Message from Benek Ozer in Customer Voice Portal (CVP) - Genera
Replied by: Hemal Mehta on 28-10-2010 06:31:58 PM
One option, though cumbersome is to remove the hotlink and then put locic to check if length of digit is 1 and if it is zero then do the necessary action. You could create your own custom element and insert it wherever required. This is again because you are using dtmf only.

Subject: RE: hotlink with interdigittimeout
Replied by: Hemal Mehta on 01-11-2010 03:48:18 AM
If you had a ASR, it would be very easy to accomplish to achieve this in terms of what you want. The system needs to know a way to know that 0 you entered is part of the no you are entering or if 0 is for the hotevent.. One option would be, whenever the user enters 0 and stops and if it results in a nomatch, prompt the user and ask if he/she meant to enter 0 for the hotevent or ask them to enter the complete no again. 

Subject: Re: New Message from Benek Ozer in Customer Voice Portal (CVP) - General Di
Replied by: Janine Graves on 01-11-2010 01:27:49 AM
Hi Benek,

Here's a workaround you can try.

Instead of using a Digits element to collect the input, use a Form element.

In the settings tab fill in the DTMF Grammar setting with
builtin:dtmf/digits?minlength=2;maxlength=8 (substitute your actual
valid min and max lengths here). And ALSO fill in the DTMF Keypress
setting with just a zero 0. Also ensure that you select to Disable Hotlinks.

The only successful caller input will be if the caller presses just a 0
and times out, or if the caller presses 2 or more dtmf tones. If the
caller presses any other 1-digit entry, they'll receive a nomatch.

After this element goes down the done path, you can use a Decision to
see if the Form_01.value equals the constant string 0.  And if so, it's
as if the caller requested the hotlink.

That should work!

Janine
CVPD Training
www.TrainingTheExperts.com/courses.html


On 10/28/2010 11:17 AM, Cisco Developer Community Forums wrote:
> Benek Ozer has created a new message in the forum "General Discussion
> - All Versions":
>
> --------------------------------------------------------------
> Hi Janine,
> Â
> Thank you for your post. That is bad news for me because I have digit
> collection elements that starts with zero yet need the hotlink
> functionality.
> Â
> I will implement a similar functionality with decision elements (after
> the collect elements) and value checking (with hotlinks disabled) but
> in the end, unfortunately, it will not give the complete hotlink
> solution since I cannot identify when the caller decides he needs help
> in the middle of the collection, presses 0 and wait for time out.
> Â
> I checked the main documents, I could not find the one that defines
> this behavior. If you happen to remember which one, please drop a line.
> Â
> Best Regards
> --
> To respond to this post, please click the following link:
>
> <http://developer.cisco.com/web/cvp/forums/-/message_boards/message/2690204>
>
> or simply reply to this email.

--
Janine Graves

Subject: hotlink with interdigittimeout
Replied by: Benek Ozer on 01-11-2010 01:45:07 AM
Hi Janine,
 
I used the exact same workaround however without the form element, I kept the digits element by modifying the 'min digits' and disabling the hotlinks. A decision element checks whether '0' is used. After such elements I call java classes for several other purposes (for example to check whether the credit card number is valid) I also added some coding to determine if the digit lenght is correct. (for example for credit card number, the digit lenght could be 1 or 16)
 
The approach seems ok but I loose the ability to let the caller press zero in the middle of the digit entry and expect an agent transfer. Since the entry will not be equal to zero (but something like xxxx0) the logic will take him again to the beginning of the entry. 
 
I'll make a mental note to (try to) use '*' instead for my new cvp applications.
 
Thanks!
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