Global Hotlinks in Cisco Call Studio 10.5

[vincent.zheng]

I want to know how to set up the global hotlinks, like when I press "*" on the phone, it bring me to customer queue page. In main flow, it works. But it didn't work on the subflow when the program run into, let say CardNumberWithConfirm, it will hit no match instead. So is it anyway can get this part work?

[janinegraves]

Global hotlinks work, but when using the Cisco-DTMF only (when you do

NOT have Nuance speech recognizer) be aware of the following:

1. you must configure the hotlinks using the backslash as an escape

code, so set the hotlink to: \*

2. the gateway NEVER accepts the star key while collecting input from

the caller using the Digits element. Even if you've configured global

hotlinks. If the caller presses * during a Digits element, it causes an

immediate NoMatch event

Other than those 2 things, it will work within an application and a subflow.

3. If you go to another app (SubDialog Invoke or App Transfer) you'll

have to configure the hotlink in each app and determine how to return to

the main app if the caller presses *.

[vincent.zheng]

So if it is DTMF only, that is no way to use hotlinks? I try to make hotlink using 0, but when it arrived to digit element, if the first number is 0, it will go to the queue immediately, and I have no way to input more digits... (Especially for DOB, it might start with 0...)

Do you have any good solution for this?

[janinegraves · Accepted solution]

Oh yeah, that's another bad thing about DTMF-Only and hotlinks, if you

have a hotlink 0, you can NOT collect multi-digit strings starting with

0 ... unless you configure the Settings of the Digits element with:

Disable HotLinks: true.

And after collecting digits, you'll need a Decision Element and check if

the ElementData from the Digits element named value equals (as string)

Constant String: 0

[vincent.zheng]

Thank you for your help. I try this option on my local machine, didn't try on the server (since the boss deny that logic by don't want user to give high workload to the queue), I think it should also work in there too.

[janinegraves]

Update: Even though the old IOS VXML GW threw a nomatch if the caller entered * in a Digits element, the VVB accepts DTMF* as part of the caller input for a Digits element and saves it as * (so if caller enters 123* then that's how it's saved into element data).

This is good if you want to accept * or use it for a HotLink.

But it is bad because even though the Digits element accepts *, the Digit by Digit Say it Smart does NOT allow * and throws a Java Exception if * is part of the value being played.

So, with VVB you should use a Decision element to check if the Element Data named 'value' contains Constant String *  before playing it using Say it Smart.

HTH