The Audio Text Manager (ATM) is designed to give you a fast, graphical view of the call flow patterns configured in the Unity database and allow you to modify that flow quickly and easily.

NOTE: There are a couple of training videos for the ATM utility you can view at http://www.answermonkey.net/App_AudioTextManager.htm If you can I’d highly recommend watching these videos. ATM is a complex and powerful tool, spending 30 minutes watching how it can be used is time well spent.

Requirements/Special Notes

Requires Unity 3.1(3) or later

Must run on the Unity server, ATM cannot run off box at this point.

You must run the SA/AA on the Unity server and register the media master control at least once before firing up the ATM. If you don’t you’ll get a number of “Invalid class string” errors when you start up ATM.

User Interface Basics

The ATM is made up of 4 basic view areas on the screen. The Tree and Grid view tabs on the left and the Information tabs and references tables on the right. Each is discussed below.

Tree View Tab

The tree view window on the left of the application is the main call flow navigation interface for ATM.

As you click on nodes in the tree, information about that object is shown on the Information tabs (discussed below). Each subscriber and call handler shown in the tree will have 13 child nodes under it representing the 12 one key links (0-9, * and #) and the after message (“AM” above) links by which callers can exit that subscriber or call handler. The small plus signs to the left of nodes shown above indicate that node can be expanded to show it’s links. Nodes that cannot be expanded (i.e. the “Ignore Key” and “Example Interview” nodes above) are referred to as “leaf nodes” since they indicate a termination point in the tree.

The “back arrow” icon shown to the left of the “opening greeting” node on key 7 above indicates that the Opening Greeting call handler is represented further up in the tree. This is done to avoid infinite loops where child nodes contain links to parent nodes.

Creating audio text applications can be done by simply right clicking on nodes in the tree to change the behavior of the one key and after message links, create new call handlers or create new interview handlers. Details for how this is done is covered below.

Grid View Tab

The grid view is a list of all the subscribers and call handlers in the system broken up into two tables. Each table can be sorted by whatever column you wish. You can click on any row in either table to view the details for that call handler or subscriber in the object information tabs (discussed below). You can also build a new tree in the tree view tab by double clicking or right clicking on any row in either table. This is handy way to find a call handler or subscriber quickly in the system.

Object Information Tabs

Shown below in the “Editing Objects – Tab Content Overview” section below

References Table

The references table shows all the call handlers and subscribers that have links to the currently selected call handler or subscriber. This is a handy mechanism to work backwards through a tree to see all the ways callers can get to a currently selected handler or subscriber. This feature can be turned off to speed up navigation. See the “Options” section below for more details on that.

Showing Different Audio Text Trees

By default when you load the ATM utility it shows the Opening Greeting call handler loaded as the root node in the tree view tab. Since the Opening Greeting call handler cannot be deleted this is the only handler I know will be there no matter what. If someone has managed to delete it directly from SQL or the like (really not a good idea since this will break many tools and cause problems with routing rules etc…) the ATM utility will throw up several errors when it loads.

If you want to load a new tree root you have 4 ways you can do this:

Right click node in tree. If you right click on a call handler or a subscriber anywhere in the tree, the pop up menu that will come up has an option at the top called “Set As New Tree Root”. If you select this the tree will rebuild starting with that handler or subscriber as the root.

Right click or double click on a row in the grid view. On the grid view tab you can select either a subscriber or a call handler by double clicking on it. If you right click on any row in either grid the pop up menu will offer the option “Set As New Tree Root”. If you select this the tree will rebuild starting with that handler or subscriber as the root.

Double click on a row in a references table. You can double click on any subscriber or call handler listed in the references tables in the lower right of the application. When you double click on a row the tree will rebuild starting with that handler or subscriber as the root.

Use the “Load new tree starting with…” option in the File menu. You can select a call handler or the subscriber menu option. The call handler dialog will allow you to select an existing call handler or create a new one, the subscriber dialog will allow you to select an existing subscriber. The tree will rebuild with that handler or subscriber as the root.

Editing Objects – Tab Content Overview

When you select an object in the tree or in the grid view tables the details of that object are shown in the collection of tabs in the upper left of the application. “Leaf node” objects (i.e. objects that represent an end point in the tree) show a simple text box describing the action. However call handlers, subscribers and interview handlers show detailed information in the tabs and allow you to edit properties on the object directly. Each tab for each of these three objects is show below.

NOTE: Fields with blue text are ones that can be updated, those with black text are “read only” via the ATM utility. However you can open the SA directly to the selected object by clicking the hyperlink shown on the profile tab for each.

Subscribers

Profile Tab

The profile tab shows much of the same information the profile page in the Unity SA shows. The Extension and Schedule properties can be edited directly. Remember that changes to all objects are written through to the database right away.

The extension field must be all numbers, must be at least 3 digits and 30 digits or less.

The schedules drop down contains all the schedules defined in the Unity system.

NOTE: You can open the SA directly to the subscriber loaded by clicking on the ‘Open SA web page for this Interviewer” at the top of the profile page.

Transfer Tab

The Transfer tab shows the transfer rule for the subscriber. It differs from the call handler transfer tab in that call handlers have three transfer rules instead of just the one for subscribers.

If you select to send the caller direrectly to the greeting, this turns off transfer options for this subscriber (i.e. any call being sent to this subscriber will never ring their phone). As such the transfer information is gray and disable when that radio button is selected.

The rings to wait field is only used if the transfer type is “supervised” since release transfers are simply let go by Unity as soon as the number is dialed, regardless of if the destination phone number is busy or not.

The transfer string can consist of digits (0-9), “*”, “#”, and commas only.

Greetings Tab

All greetings for the subscriber are shown, including the error greeting which is not visible by default on the SA. The error greeting dictates what Unity does with a call when a caller enters an invalid input while listening to a greeting. By default it plays the system recorded greeting of “I’m sorry I did not hear that entry” and sends the caller back to the opening greeting.

The standard greeting cannot be disabled, it is the “backstop” greeting that will play if all other greetings are disabled or are not appropriate.

If the alternate greeting is active, it always plays no matter what other greetings are active. The Error greeting is the exception to this rule, it will always play when an invalid input is entered.

If you uncheck the “allow user input” box, no user input for one keys or for extension dialing will be allowed. Use this option with caution.

The after greeting action can be set by hitting the “set” button to the right of the field. You will be given the same options you can set in the SA via a pop up dialog.

The greeting source can be:

System – a system generated greeting which will use the recorded voice name for a subscriber if one exists or their extension number if not. It sounds like “Extension 1189 is busy or does not answer…”

Recording – uses the custom recording editable in the media master control at the bottom of the screen shot above. To record or update a greeting press the microphone button to the left of the media master control. To play the existing greeting just hit the play button on the media master control. Use the down arrow button to select different recording and playback options to use a sound card and microphone or the phone. In general Unity servers do not ship with sound cards so this is usually set to use the phone as the recording and playback device.

Blank – this will play a blank greeting and go right to the after greeting action. This is useful for having calls move through several call handlers looking for a phone that will ring in a “loop” of handlers for instance.

The repeat greeting drop down allows you to have the greeting play a number of times before the after greeting action is taken. By default the greeting plays just once and then proceeds to the after greeting action. You can repeat a greeting up to 9 times. This can be useful for situations where you expect the user to select an option presented in the greeting instead of just hanging on the line.

Messages Tab

The messages tab allows you to set the maximum message length (up to 3600 seconds or 1 hour).

Callers can edit messages will give the caller the option to rerecord, append to or delete their message after they record it.

Callers can send urgent lets you dictate if callers can decide to mark a message urgent, mark all messages urgent no matter what or never allow urgent messages.

The after message action can be configured by hitting the set button to the right of the edit box. You will be given the same options you can set in the SA via a pop up dialog.

Call Handlers

Profile Tab

The profile tab shows much of the same information the profile page in the Unity SA shows. Remember that changes to all objects are written through to the database right away.

The display name can be any number of characters or numbers up to 128 characters

The extension field must be all numbers, must be at least 3 digits and 30 digits or less. For call handlers this field is optional and can be empty.

The owner field can be set to a subscriber or a call handler and is adjustable by hitting the set button to the right of the edit box and selecting from a pop up menu.

The schedules drop down contains all the schedules defined in the Unity system.

NOTE: You can open the SA directly to the call handler loaded by clicking on the ‘Open SA web page for this Interviewer” at the top of the profile page.

Transfer Tab

The Transfer tab shows the transfer rule for the subscriber. It differs from the subscriber transfer tab in that call handlers have three transfer rules instead of just the one for subscribers. The standard rule cannot be disabled. If the alternate transfer rule is enabled it will always execute regardless of if the closed/standard rules are active or not.

If you select to send the caller directly to the greeting, this turns off transfer options for this subscriber (i.e. any call being sent to this call handler while that greeting is active will never ring their phone). As such the transfer information is gray and disable when that radio button is selected.

The transfer string can consist of digits (0-9), “*”, “#”, and commas only.

Greetings Tab

All greetings for the call handler are shown, including the error greeting which is not visible by default on the SA. The error greeting dictates what Unity does with a call when a caller enters an invalid input while listening to a greeting. By default it plays the system recorded greeting of “I’m sorry I did not hear that entry” and sends the caller back to the opening greeting.

The standard greeting cannot be disabled, it is the “backstop” greeting that will play if all other greetings are disabled or are not appropriate.

If the alternate greeting is active, it always plays no matter what other greetings are active. The Error greeting is the exception to this rule, it will always play when an invalid input is entered.

If you uncheck the “allow user input” box, no user input for one keys or for extension dialing will be allowed. Use this option with caution.

The after greeting action can be set by hitting the “set” button to the right of the field. You will be given the same options you can set in the SA via a pop up dialog.

The greeting source can be:

System – a system generated greeting which will use the recorded voice name for the subscriber if one exists, the voice name of the message recipient (either a subscriber or a call handler) if one exists or the extension number if one exists or, finally, it’ll use the extension number of the owner/recipient if one exists. It sounds like “Extension 1189 is busy or does not answer…”.

Messages Tab

The messages tab allows you to set the maximum message length (up to 3600 seconds or 1 hour).

Callers can edit messages will give the caller the option to rerecord, append to or delete their message after they record it.

Callers can send urgent lets you dictate if callers can decide to mark a message urgent, mark all messages urgent no matter what or never allow urgent messages.

The message recipient can be set to either a subscriber or a public distribution list. This value can be changed by clicking on the set button to the right of the edit box and selecting from a pop up menu.

The after message action can be configured by hitting the set button to the right of the edit box. You will be given the same options you can set in the SA via a pop up dialog.

Interview Handlers

Profile Tab

The profile tab shows much of the same information the profile page in the Unity SA shows. Remember that changes to all objects are written through to the database right away.

The display name can be any number of characters or numbers up to 128 characters

The extension field must be all numbers, must be at least 3 digits and 30 digits or less. For call handlers this field is optional and can be empty.

The owner and recipient fields can be set to a subscriber or a call handler and are adjustable by hitting the set button to the right of the edit boxes and selecting from a pop up menu.

The after message action can be edited by clicking the set button to the right of the edit box and selecting from a drop down list.

NOTE: You can open the SA directly to the interview handler loaded by clicking on the ‘Open SA web page for this Interviewer” at the top of the profile page.

Questions Tab

The questions tab allows you to add/remove/reorder the questions that will be presented to the caller in the interview handler. You can edit the text directly in the grid and select how long of a response will be allowed for each question by using the drop down list in the grid to the right for each question.

You can record/edit the question audio by using the media master control and the record button at the bottom of the tab.

The questions will be presented to the caller in the order they appear on the grid so you can use the move up/ move down buttons to reorder questions to your liking.

Creating Call Handlers

You can create new call handlers in the system using three different mechanisms in ATM:

Right click on node in tree. From the resulting pop up menu select “Send To Call Handler”. You will then get a dialog that will give you the option to select an existing call handler in the system or create a new one on the fly. The handler will be generated and linked up to the node you selected in the tree automatically.

Right click on the call handler grid table. From the resulting pop up menu select “Create new call handler” and, again, you will get a dialog that allows you to create a new call handler or select an existing one. If you select an existing handler nothing will happen here, if you create a new one, it will be added to the system and show up in the grid.

File menu option. From the file menu select “Load new tree starting with…” and then select “Call handler”. This will again present a dialog where you can select an existing handler or create a new one. Once you’ve made your choice the tree will be built starting with that call handler as the root.

Creating Interviewers

There’s only one way to create a new interview handler in the current version of ATM. Right click on a node in the tree and select “Send to Interviewer” from the resulting pop up dialog. You will be presented with a dialog that allows you to create a new interviewer or select one that’s already in the system. Once you’ve made your selection that interviewer will be plugged into the node you selected automatically.

Creating Subscriber

This version of ATM does not allow the creation of new subscriber objects in the system.

Options

Show Ignore Key Links In Tree. By default this is checked, if you uncheck it no node in the tree that’s set to “ignore” will show up. This is a way to compress the view a bit if you’re only interested in seeing links that take some action.

Remove all Leaf Links From Tree. This takes the tree compression a bit further by only showing nodes that go to call handlers or subscribers, all other nodes are not shown.

Show After Message Links In Tree. By default the after message link (“AM”) will show up in the tree view. If you don’t want to see this link for whatever reason, uncheck this option.

Show References to Selected Objects – If you uncheck this option the references tables in the lower right of the application will not update. This is sometimes useful in very large databases when populating the references tables can sometimes take a second or two and as a result the interface can be sluggish.

Expand All Nodes – This expands all nodes in the tree top to bottom. This is useful if you want to export the tree information to a text file (see below).

Collapse All Nodes – This compresses the tree so that only the root node and it’s child nodes are showing.

Exporting Audio Text Data

To export the current tree view to a text file for later reference, select the ‘Export tree information to file” option in the file menu. Select a file to save the information to and click OK. The tree shown in the tree view will be dumped to a text file exactly as it is shown on the tree view tab. If all the nodes are expanded, that’s what will show up in the tab. If all the nodes are collapsed, that’s all you’ll see in the text file. Here is an example of the output you’ll see:

Export of Audio Text Tree on: 4/13/2002 8:59:48 PM

Opening Greeting

0: Operator - Ext:0 - (Ring Phone)

1: Ignore Key

2: Ignore Key

3: Ignore Key

4: Ignore Key

5: Ignore Key

6: Ignore Key

7: Ignore Key

8: Ignore Key

9: Ignore Key

*: Route to Subscriber Sign In

#: Opening Greeting - Ext:(empty) - (Ring Phone)

+AM: Goodbye - Ext:(empty) - (Ring Phone)

1: Ignore Key

+2: Example Subscriber - LLTHINKPAD - Ext:99990 - (Ring Phone)

3: Ignore Key

4: Route to Alpha Directory

…

The “+” symbol to the right of the “2” key there indicates that is a node that was not expanded in the tree view. In general it’s a good idea to expand all the nodes so you get the full picture of what’s in the tree. You can use the “Expand all nodes” item in the options menu to do this automatically.

Revision History

Version 3.1.60

Fixed problem where right clicking on dead areas on a couple of the grids cause errors.

Version 3.1.57

Fixed CSCdx35587 – invalid extension numbers being allowed in some text boxes

Fixed CSDdx35787 – too many characters being allowed for the interviewer questions

Version 3.1.55

Fixed a problem with interview handlers where the first interviewer loaded would have no questions shown even though it had questions associated with it.

Fixed problem with decimal values being allowed in extension fields throughout the interface.

Version 3.1.50

Bug sweep, fixed several bugs found in the 2^nd round of QA testing. CSCdx34558, CSCdx34373, CSCdx35665, CSCdx35679, CSCdx35687, CSCdx35697, CSCdx35768, CSCdx35787, CSCdx35845, CSCdx34531, CSCdx35724, CSCdx35799

Version 3.1.44

First released version of tool