Call Prompts

There are three types of call prompts that can be added:

  1. Single line input field
  2. Multi-line text box where new line characters are permissible
  3. Drop down select box that can be overriden by whatever text is entered in the input field.  Options within the drop down can be specified as text delimited by the '|' character.

 

 

 

The configuration above will show up on the operator screen as shown in the figure below.  Notice that 'morning', 'afternoon', 'evening' will show up as drop down choices in the 'Best time to call' prompt.  As mentioned above, the operator does not necessarily have to select from one of the drop down choices.  For example, in this case the operator can manually type in 'late morning' as a response from the caller.

Required fields will be denoted by an asterisk '*' on the operator screen ('Best time to call' on the image below).  The operator must enter something in a required field before he/she is able to deliver the message.

 

 
Prompt Validator/ Formatter

Each prompt can be assigned a validator or formatter to aid the operator in collecting the information.  The choices are:

  • none - no validation of text formatting is performed
  • phone - text entered in the input box will be formatted as phone numbers
  • email - invalid email addresses will be brought to attention by a red border around the input field

      

  • street address - the entered address is validated using Google and displayed as the street address.  A partial address can be entered and Google will attempt to auto complete using matching entries.
  • city/state/zip - the entered zipcode or city/ state is validated using Google.  Zipcode, or the city name can be entered.

   OR 

  • full address - the entered address is validated using Google and returned as a full address including the city, state and zipcode.

 

Several convenience features are built into the prompt configuration.   To facilitate the data collection OA will attempt to do the following:

  • If there are separate prompts for the street address and the city/state/zip and the city/state/zip field is blank, it will auto populate city/state/zip when you select an address from the google dropdown selection.
  • If there are separate prompts for the street address and the city/state/zip and the city/state/zip field is not blank, it will ask you if you want to overwrite the city/state/zip value that is there with the value returned from the google address verification
  • When adding prompts to script, certain prompts will be automatically assigned a validator for formatter.  For instance, when adding a prompt of 'Street Address' or 'Property Address', the 'full address' validator is by default assigned to the field.  When adding a 'Phone Number' prompt, the 'phone' formatter is assigned to the prompt by default.  These default settings can be changed as necessary.