Step Reference

All the Steps!

Here you will find Editor Step tips as well as explanations explaining their unique features.

Languages

Zomnio supports multiple languages. This is very important for text-to-speech. Application has the default set to English, however you can change the language and the voice on the Applications page.

Naming Elements

For the purpose of using input received in a Step, each Step can be given a name in the Step heading. Be careful not to name Steps the exact same thing.
For example, if you use a Digits box to capture a 5 digit zipcode, you may want to name the box 'Zipcode'. In a future Prompt Step you could reference '{Zipcode.value}' in order to playback the zipcode entered earlier.
The brackets {} are critical as they are the key to telling out platform to do something deeper then just text to speech.

Step Text

From each Step, you may select between Speak Text and Play a file.
Typing text directly into the Step will use the text-to-speech engine to dynamically generate speech. If you select Play A File, you can upload MP3/WAV audio files, or record your own message.

Prompt

Use this step to direct a caller or as a first step in the initial greeting.

Menu

The Menu step allows you to direct inbound calls by DTMF input by the caller. Then you can simply drag a connecting line from the numbers on the Menu, to direct the caller to another Step in the call flow.
You can modify the Retry Count and the Time Out features by clicking on the opitons icon.
Connect the circle-backslash icon in the lower right corner to direct a caller if no one answers.

Digits

Digits allows a caller to enter numbers associated with things like account numbers or Id's.
By clicking on the options icon, you can specify the Retry Count, how long the step will wait for user input before the Time Out, and the Maximum Number of digits permitted in the response.
You may also enter text or upload a recording/audio file to be spoken to the caller.

Keywords

This Step uses the caller's voice to direct them to the next Step.
Closely reembling the Menu Step, You can specify a voice option along with the appropriate synonyms.
Click the options icon, where you can customize the Retry Count, Time Out and add your keywords.
Connect the circle-backslash icon in the lower right corner to direct a caller if no one answers.

Comment

Use this step to make comments. These will not affect the call flow in any way.
You can also name the Step, and use the Step as a variable within other Steps in your Call Flow.

Transfer

This step allows you to transfer the caller to another telephone/sip number. Simply enter the number in the textfield as your transfer destination.
If this is a PSTN number it should be in full E.164 format (e.g. +19804445454). If this is a SIP destination please use the format 'sip:destination@domain.com'.

Hangup

Use this step to end a direction in the Call Flow. This will hang up on the inbound caller.

ServiceNow

Provides easy integration with ServiceNow API.

Salesforce

Provides easy integration with SalesForce API.

Time of Day

This Step allows you to direct the call flow based on particular times of day.
When you click on the Options icon, you can create these logic steps and specify which times of day or days of the week apply to each step.
This could be something such as, open Monday thru Friday 8-5, closed on weekends, or a yearly holiday schedule. All of our applications recognize timezones, which can be set on the applications main page.

Schedule

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Decision

With this Step, you are able to direct the Call Flow based on choices the caller makes. Click on the Options icon, and there you can manage the logic that directs the step's decision making.
You can add criteria with the "Add Criteria" button. In addition, you can specify whether all criteria has to be met by one or more values. Do this with the dropdown menu located on the top left.
For each set of criteria, you must also specify an exit point that will be used when the values are met. You can specify this in the textfield located in the top right corner of the window.
Within each criteria, you can specify the conditional operator to use via the dropdown in the middle. In particular, the "Exists?" operator only checks for the existance of any variable you enter in the left field. That is, it will not evaluate or consider the value of the variable.

Record

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REST

REST web service requests are supported out of the box. The Webservice RESTful URL should be placed in the element box.
Under settings you can set special authorization headers depending on what is needed with the vendors API.

SMS

Typing text directly into the Step, will be the text that is sent through your SMS. Currently we only support sending an SMS back to the number that is calling in.
Remember 160 charachter limits apply to text messages. If the message is longer, it will be send as multiple messages.

Queue

The Queue Step will direct the caller to the Agent with the skill listed.
Click on the emtpy text field and choose a skill from the dropdown menu.
To populate the dropdown menu with skills, they must be added on the main dashboard.
Once the Skill is added from the main dashboard, then the corresponding Agent must be assigned that skill with the appropriate compentency level. From the Queue Step, you may now select that skill and assign that part of the Call Flow.

Screen Pop

This step sends data to the Agent upon answering a call from the Queue.
The data includes things such as a URL, that will be opened upon the Agents answering, TTS whisper, or any key/value data when using data attributes.
In addition, you can customize REST requests to be performed after the agent answers with the answering agents data attached.

Callback

Callback allows you to build a courtesy call back feature into your Call Flow.
You can specify the number to call back as eihter the number that originally called the application or a custom number. This Step is required to have a Queue Step preceding it in the call flow.

Connector

To make the call flow easier to read, you may break the flow down into different sections or different pages. The Connector and Outlet Steps work together in this regard.
Use the Connector Step as a last Step in the call flow and the Outlet Step to begin the call flow elswhere.
Name the Outlet Step and save your Editor.
Now you can select the that name from the dropdown menu on the Connector Step. This will connect the call flow automatically.

Outlet

The Outlet is a continuation of the Connector Step. Use this Step as the starting Step elswhere in the Editor, or on another page of the Editor.
Once you have entered a name in the Step's heading, it will automatically populate in the Connector Step's dropdown menu. When you have chosen the corresponding name on the Connector Step, the two Steps will automatically be connected. This will be the starting point to continue the next part of the call flow.

Set Data

This step allows you to set key/value data for use in late in the call flow.
This is useful for things such as API keys or custom URL's.

Hold

This Step will add a Hold to the Call FLow.
Typing text directly into the Step will use the text-to-speech engine to dynamically generate speech. If you select Play A File, you can upload MP3/WAV audio files, or record your own message. Click on the Options icon to customize the Duration of the message in seconds.