Path "ivr"

These methods are used to control contacts processed by Ivrs. They provide elements to specify what happens to the call when Ivr processing is completed. Completion of Ivr is done by setting the "State" property to "Ended". When this occurs, the processing is considered completed and the various properties are evaluated to continue the call.

As more than one property can be specified during Ivr lifetime, there is a priority to control how evaluation occurs:

• "Activity" (to continue processing as if the call entered another activity). Processing in Ivr stops immediatelly is this property is set.
• "CallbackSettings" (to program a callback). Processing in Ivr will stops after evaluation of "HangupAllowed" and "HangupCall".
• "HangupAllowed" (to stay connected to the Ivr until it hangs up). Processing in Ivr stops immediatelly if the property is set.
• "HangupCall" (to finish the conversation and hangup the call). Processing in Ivr stops immediatelly if the property is set.
• "CheckPlanning" (to verify if planning is opened). When it is opened, the processing continues in Ivr to next steps.
• "Overflow" (to force overflow). If no overflow action is defined, the processing continues.

If none of these properties causes the processing to stop, the controller continues to process the call and evaluate what to do with it.

For example, if Activity is not set and property CallbackSettings is set, the system will store a callback without evaluating "CheckPlanning" or "Overflow". "HangupCall" and "HangupAllowed" will specify how Ivr disconnection will occur.

Another example, "Queue" property is set but none of the property listed above are: the call wil be enqueued in specified queue by the controller.

The "Parameters" property provides information about the context of the contact. This information is read only. For example, its property "Ani" contains identification of the caller which can be used to take decisions inside the Ivr.

Path "metadata"

These methods are used to add or retrieve user data associated with the contact. This can be done at any time during contact lifetime.