User guide

7-12 Voice forms
Overview of planning a voice form
Standard 1.0 Voice Services Application Guide January 1998
Overview of planning a voice form
Introduction
Even the simplest of voice forms requires some planning before
it can be configured. Be sure to plan the voice form on paper
first. You should have a good overall picture of how the voice
form will work before you begin to configure it.
Process for planning a
voice form service
1. Identify the need for a voice form application.
2. If a paper form already exists, obtain a copy. If not, draw a
copy of it.
3. Flow chart or sequence the voice form.
4. Compose greetings, prompts, and instructions.
5. Identify how transcribers will be notified of new responses.
6. Identify the general characteristics of the form.
7. Identify the fields within the form.
8. Identify the service through which the voice form will be
accessed.
9. Identify the transcription service DN.
Depending on your organization, a number of different people
will probably be involved in this process. For example, an
analyst (either internal to the organization or hired externally on
a consulting basis) may be responsible for performing a needs
analysis to determine the applications that will be created. The
analyst may also be responsible for designing the application in
the form of a flowchart. Otherwise, the administrator will be
responsible for these stages of voice form creation.
At this stage, the administrator would take over and use the
flowchart to configure the application. The administrator would
then see to the scripting and recording of prompts. There are
services which specialize in writing, editing, and recording
prompts. These services are especially useful when you have to
create a complex application that involves voice menu
applications (that may include announcements, thru-dialers, and
voice menus), as well as voice forms. A service is more likely to