The Multilevel Module

The Multilevel Module allows you to set up a series of questions to narrow down exactly what your caller wants.

In this tutorial, you will use the Multilevel Module to give the hours of operation for both locations of Kathy’s Pet Supply. Since Kathy’s Pet Supply has two locations with varying hours, this Multilevel Module will consist of two questions: which location, and which day of the week.

Here is the information that needs to be entered into the Multilevel Module.  The fields that show different information between locations are highlighted:

Multi-level walk-through

1. Create a Multilevel Module by dragging the Multilevel icon from the Objects panel to the call Flow View.

2. Double click on “New Multilevel” and name it “Hours of Operation.”

3. Double click on the "Hours of Operation" Icon to open the Module.

4. Create Question #1 by right clicking on Question #1 and selecting "Add Vox ."
   
   

5. Label the Quick Vox "Which Location" and record it by asking, “Are you interested in our Downtown or East Harbor locations?"

6. Right click “Question #1" in the lower left window, next to the small green book icon.  This section is normally called “Grammars The Grammar The Grammar contains the words and phrases for which the program will listen in a given Module. Concepts, Phrases, Confirmations, Responses, and the Phrase Library are all part of the Grammar List. contains the words and phrases Phrases are all the individual ways that a Concept could be described and are the words and phrases for which the program will listen. Phrases are marked with a double quote. Each individual Phrase that makes up the Phrases is marked by a single quote. for which the program will listen A Listen tells the program to listen to the caller. It will then try to match what they say to the information you enter in the Grammar. A Listen is a Terminal Action. This means it will be the last Action in an Actions List. in a given Module. Concepts, Phrases, Confirmations, Responses, and the Phrase Library The Phrase Library is used in the Natural Language module. It is composed of two types of Phrases. The first type of Phrases in the Phrase Library are words that are needed for Secondary Concepts. The second type of Phrases are words that should be ignored by the system. The system will recognize these phrases but will ignore them when it is trying to determine what was said. The more words and phrases recognized, the better the system will run. are all part of the Grammar List.,” but since each question will have its own set of Grammars, they will be labeled Question 1, Question 2, etc.  Select "New Concept A Concept is a general idea used to describe a group of Phrases. Phrases are the words for which the program will listen. For example, "Locations," "Your location," "Where you're located," and "Your address" are all Phrases that could be used within the Concept of "Locations." ."

7. In the “Create a Concept Window” add Downtown.  Add the Phrases you want the system to recognize.  You may also add a Confirmation A Confirmation double checks with a caller to make sure the system understood their response. This way, your callers will not start receiving information about a topic they are not really interested in. Confirmations are always yes or no questions, such as, "Did you say you're interested in locations?" and Response A Response gives your customers an answer to their question or directs them to another Module that has the information they need. A Response can contain as many Voxes as you would like AND/OR a Goto OR a Transfer OR a Hangup. .  Click "OK."  Right click Response and click “Add Listen .”  You may add a Vox to the Confirmation, if you like.

8. Repeat Steps 6 & 7 for the East Harbor Concept.

You have now completed the steps for setting up the first set of Concepts.  When you expand all the lists, your screen should look like this:

9. Right click on Hours of Operation and select “Add Main A list of Actions that determine what will happen once the caller enters a Module. Each Module has its own unique Main. The Main is marked with an orange arrow..”  The Set Count Count is used when setting up a No Input A No Input occurs when the system is expecting a response and the caller doesn't say anything., No Match A No Match occurs when the caller says something the system doesn't recognize. For example, if the system asks the caller "Do you prefer coffee or tea?" and they reply "Juice," their response would be considered a No Match., or Error An Error is anything within the system itself that creates a glitch in the Speech Driven Information System, such as a missing Vox or a Goto that doesn't go anywhere.. No Inputs, No Matches, and Errors are marked by their count (#1, #2, #3, and so on). For example, a No Match #1 will play the first time a caller says something the system doesn't understand. A No Match #2 will go into effect the second time in a row that a caller says something the system doesn't understand. will appear at 2.
   
   

10. Click "OK."  A second Grammars window will open up to the right of the first one, and an orange arrow icon labeled Question #2 appears under Question #1 in the Hours of Operation list.  

11. Expand Question #2.  Add and record a Quick Vox asking “Which day of the week?”  Your screen should look like this:
    
    

12. Right click on the Question #2 Grammar in the lower right window and select “New Concept.”  Add Concepts for each day of the week (Monday, Tuesday, Wednesday…etc.)
    
    

13. For each concept in Question #2, add a Vox and a Goto A Goto is an Action that sends callers to another Module. A Goto is a Terminal Action. This means it will be the last Action in an Actions List. and record the hours as they are listed for the downtown location in the chart below:

However, you will notice the East Harbor location has different hours on Saturday, Sunday and Monday.  Therefore, we’re going to instruct the system to override those particular concepts if the caller pick East Harbor, so we can give them the appropriate response.

14. Click on  “East Harbor” on Question #1.  Notice it now appears at the bottom of the list in Question #2.

15. Right click on the word “East Harbor” in Question #2 and select “Override Main Concepts.  A list with the concepts in Question #2 will appear.  
    
    

16. Hold down the Ctrl key and select Saturday, Sunday and Monday.  Click "OK."

17. Expand “East Harbor” under Question #2 and notice the different days.
    
    

18. After expanding the Concepts under East Harbor, notice each has a Response.  Add a Vox and Goto to each of these Concepts.  The Vox should state the East Harbor hours for those days.
    
    

If you were setting up a finished Virtual Customer Service Center, you would record the appropriate information in each of the remaining Voxes and then set up the Gotos to go to another module, such as the Main Menu.  Since this is just a tutorial, this step is optional but may be completed if you would like the practice.

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