Menu choices

Answered Question
Apr 2nd, 2008

What are menu choices in ISE and how are they different from CED?


Regards

Arpit

Correct Answer by janinegraves about 8 years 10 months ago

Menu choice allows you to prompt the caller and collect 1 digit in response. the 1 digit is usually used to branch code.


The Caller Entered Digits allows you to prompt and collect multi-digit input from the caller and to store it. For example, to collect the caller's account number ('please enter your 5 digit account number'). This data must be collected and stored into a variable for use in the application.


Whereas caller entered digits are stored and used (perhaps for screen pop), the menu choice, is used primarily to branch code, and the caller's input is NOT usually examined other than being used to branch the code ('for sales press 1, for training press 2, for tech support press 3').


Janine

www.TrainingTheExperts.com

  • 1
  • 2
  • 3
  • 4
  • 5
Overall Rating: 5 (1 ratings)
Loading.
Riccardo Bua Thu, 04/03/2008 - 04:45

Hi Arpit,


please check this doc and confirm this is the node you are looking at as menu, it is used mostly for defining IVR scripts activity with ICM and how to treat the outcome, one of the possible options is CED collection and evaluation.


http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/ipcc_enterprise/ipccenterprise7_0/user/guide/ipce70sg.pdf PAG. 118 and following


For CED please refer to the clarification at page 44, basically you could or not have a CED input in the ICM and if the input matches the node property then you will perform something.


Regards,


Riccardo

arpitnarula Fri, 04/04/2008 - 01:27

Hi Riccardo,

I am redaing this doc only. i was actually wondering why are there separate nodes for CED and MENU?

Regards

Arpit

Riccardo Bua Fri, 04/04/2008 - 04:56

Hi Arpit,


because CED could be collected across the ICM/IPCC solution and MENUs are not limited to CED collection, basically as posted previously they have different purposes.


Regards,


Riccardo

arpitnarula Fri, 04/04/2008 - 07:24

Hi Riccardo,

Thanks for your help, but could you please explain "different purposes" of menus instead of just getting digits from user.

regards

Arpit

Correct Answer
janinegraves Fri, 04/04/2008 - 07:34

Menu choice allows you to prompt the caller and collect 1 digit in response. the 1 digit is usually used to branch code.


The Caller Entered Digits allows you to prompt and collect multi-digit input from the caller and to store it. For example, to collect the caller's account number ('please enter your 5 digit account number'). This data must be collected and stored into a variable for use in the application.


Whereas caller entered digits are stored and used (perhaps for screen pop), the menu choice, is used primarily to branch code, and the caller's input is NOT usually examined other than being used to branch the code ('for sales press 1, for training press 2, for tech support press 3').


Janine

www.TrainingTheExperts.com

Actions

This Discussion