IVR applets

Which applets store or use IVR data?

The following applets interact with IVR data, either collecting the data from the caller to store in IVR slots, or using the stored data.

Before you can use IVR applets, you must configure IVR slots. For information about configuring IVR slots, see IVR Data Collector.

Applets that store data in IVR slots:

  • IVR Collect Audio applet. The IVR Collect Audio applet collects a recording of a caller's voice and stores the recording in a specified audio IVR slot. For more information, see IVR Collect Audio applet.
  • IVR Collect Digit applet. The IVR Collect Digit applet collects a digit that a caller provides using their telephone keypad in a specified digit IVR slot. For more information, see IVR Collect Digit applet.
  • IVR Collect Digit String applet. The IVR Collect Digit String applet collects a string of digits that a caller provides using their telephone keypad in a specified string IVR slot. For more information, see IVR Collect Audio applet.
  • IVR Set Menu Digit applet. Using an IVR Set Menu Digit applet you can set and store a digit value that is available during the call in a digit IVR slot. For more information, see IVR Set Menu Digit applet.
  • IVR Set Menu String applet. Using an IVR Set Menu String applet you can set and store a digit string value that is available during the call in a string IVR slot. For more information, see IVR Set Menu String applet.

Applets that use stored data:

  • Automatic Call Distributor (ACD) and Universal Contact Distributor (UCD) applets. These applets can use data in a selected IVR slot to pop a record in Salesforce. For more information, see Automatic Call Distributor (ACD) or Universal Contact Distributor (UCD) applet.
  • Check CRM Data applet. The Check CRM Data applet compares the data in a selected IVR slot to a value in Contact Manager (ContactWorld's CRM) and routes a call accordingly. For more information, see Check CRM Data applet.
  • Check IVR Digit applet. This applet compares the data in the specified IVR slot to the value defined in the applet, and routes the call accordingly. For more information, see Check IVR Digit applet.
  • Check IVR String applet. This applet compares the data in the specified IVR slot to the value defined in the applet, and routes the call accordingly. For more information see, Check IVR String applet.
  • Data Announcer applet. This applet can announce data stored within a specified IVR slot. For more information, see Data Announcer applet.
  • Data Connector applet. This applet can use data in a specified IVR slot to locate data in a third party system, such as Salesforce, for use in later applets in the interaction plan. For more information, see Data Connector applet.
  • Data Router applet. The Data Router applet routes a call according to the value in a specified IVR slot. For more information, see Data Router applet.
  • Dialled Number Router applet. This applet routes a call based upon the number that the caller originally dialed. The dialed number must be stored in an IVR slot. For more information, see Dialled Number Router applet.
  • Route on CRM Data applet. The Route on CRM Data applet uses data in an IVR slot to find a record in Contact Manager and routes the call accordingly. For more information, see Route on CRM Data applet.
  • Send HTTP Post applet. The Send HTTP Post applet sends an HTTP post message when a call is routed through the applet. The applet can take data from a specified IVR slot and include the data in the HTTP post. For more information, see Send HTTP Post applet.
  • Shim Calling applet. The Shim calling applet can optionally transfer data from IVR slots in the originating interaction plan to the target applet. For more information, see Shim Calling applet.