Creates a new Response Group answer. Response Group answers are used to associate a caller response with the appropriate action.
Syntax
New-CsRgsAnswer -Action <CallAction> [-Description <String>] [-DtmfResponse <String>] [-Name <String>] [-VoiceResponses <PSListModifier>] |
Parameters
| Parameter | Required | Type | Description |
|---|---|---|---|
|
Action |
Required |
CallAction object |
Indicates the action to be taken any time a caller provides this answer. The Action parameter must be specified using an object reference created via the New-CsRgsCallAction cmdlet. See the Examples section for more information. |
|
Name |
Optional |
String |
Unique name given to the Response Group answer. |
|
VoiceResponses |
Optional |
PS List Modifier |
Array of keywords callers can say that will match the answer. For example, if one option to callers is Hardware then the VoiceResponses property might be set to this: -VoiceResponses "Hardware". Multiple keywords can be specified by using comma-separated values. For example, this parameter value causes either Hardware or Devices to match the answer: -VoiceResponses "Hardware", "Devices". |
|
Description |
Optional |
String |
Enables administrators to provide additional, explanatory information about the Response Group answer. For example, the Description might contain information about who to contact should the answer not work as expected. |
|
DtmfResponse |
Optional |
String |
Indicates the key on the telephone keypad to be pressed in order to match the answer. For example, if callers are told to press 1 for hardware then DtmfResponse would be configured like this: -DtmfResponse 1. A single answer can include both a voice response and a DTMF (Dual Tone Multi-Frequency) response. Each answer must have at least one of these two response types. |
Detailed Description
In order to process calls, the Response Group application often makes statement or poses a question, then takes action based on the customer response. For example, the service might ask a caller to press 1 for English or press 2 for Spanish. After a question like this has been posed, the system must wait for the caller to respond and then take the appropriate action. In this case, that means transferring the call to an English language queue if the caller presses 1 on the telephone keypad, or transferring the call to a Spanish language queue if the caller presses 2 on the keypad.
Response Group answers are used to analyze caller responses and then take the appropriate action. For example, if callers are given the option of pressing 1 or 2, then two Response Group answers are required in order to address the situation: one answer to specify the action to be taken if the caller presses 1, and a second action to be taken if the caller presses 2. These two answers are created using the New-CsRgsAnswer cmdlet, then must be added to the appropriate Response Group question (the question that asked the callers to press 1 or 2). Response Group answers must include a set of allowed voice responses (for example, the word "English") or the appropriate telephone keypad response (e.g., pressing 1). Alternatively, you can give customers the option of using either a voice response or a keypad response: either say the word "English" or press 1 on the keypad.
Note that Response Group answers cannot be saved and reused. For example, suppose you have an answer that terminates a call any time a caller presses 9. You associate that answer with a Response Group question. Later, you create a new question that also gives callers the option to terminate a call by pressing 9. In that case, you will need to create a new instance of the Response Group answer; there is no way to save answers and then use the saved answer file over and over.
Return Types
Creates new instances of the Microsoft.Rtc.Rgs.Management.WriteableSettings.Answer object.
Examples
Add code example
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$x = Get-CsRgsQueue -Identity service:ApplicationServer:atl-cs-001.litwareinc.com -Name "Help Desk" $y = New-CsRgsCallAction -Prompt "Please hold while we transfer your call." -Target TransferToQueue -TargetQueueID $x.Identity $a = New-CsRgsAnswer -Action $y -DtmfResponse 1 -VoiceResponses "Yes" -Name "New Service Request" |
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The commands shown in Example 1 show how you can create a new Response Group answer and then associate that answer with a Response Group queue and call action. The first command in the example uses the Get-CsRgsQueue cmdlet to return an object reference ($x) to the Response Group queue Help Desk Queue. That object reference is then used in the second command, one that employs New-CsRgsCallAction to create a call action that transfers the caller to the Help Desk queue. This call action is stored in a variable named $y
The final command in the example creates a Response Group answer (stored in the variable $a). This answer accepts either the DTMF response 1 (pressing 1 on the telephone keypad) or the voice response “Yes”.
After this answer has been created it can then be associated with a Response Group question. See the help topic New-CsRgsQuestion for more information.