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Dialogue Studio

AnywhereNow Infinity Nodes

Dialogue Studio is a tool for designing complex flows, using a combination of nodes specific to AnywhereNow, and nodes that add custom behavior such as sending information to an external API. The AnywhereNow nodes are described here.

Incoming Node

The Incoming Node is the starting point for most flows, triggering on an incoming dialogue on the specified address.

Configuration

  • Address dropdown: Select an address from the list of options

Output Object:

The incoming-node passes along information about a dialogue. the output contains msg.dialogue (object) with the following information:

  • id string: Unique id of the dialogue.
  • receivedOnAddress object: Information about the address the call is received on.
  • initiator object: Information about the initiator.

DTMF

The Dtmf (dual-tone multi-frequency) node allows you to wait for a single or a specific amount of tones before the next action will be taken. This can be used to determine which next step the flow needs to take, such as in a selection menu.

Configuration

  • Dialogue string: The unique address of the current communication that is being received by the incoming node. If you did not alter the msg object the default value should already point to the correct location if there is a flow between this node and the incoming node
  • Wait for: Whether to wait for a specific number of tones or 1 specific tone to end the DTMF input
  • No. of tones: When selecting wait for a specific number of tones, how many tones need to be awaited
  • Tone: The tone that will trigger the DTMF Node to complete, for instance 8 or #

Output object

  • msg.payload object: An array of strings containing all the tones that match the specified selection criteria

Say

The Say Node allows you to specify a text that will then be spoken out by the selected voice name / culture. For the voices the Azure Cognitive Services Api is used. This option can for instance be used for the welcome message or when making a specific DTMF selection.

Configuration

  • Dialogue string: The unique address of the current communication that is being received by the incoming node. If you did not alter the msg object the default value should already point to the correct location if there is a flow between this node and the incoming node
  • Message: The text that needs to be spoken
  • Voice: Dropdown to select between the choice of using a specific voice or a culture
  • Gender: Gender of the voice to use if you select culture as the voice option
  • Language Code: The country's language code, for instance en-Us if you select culture as the voice option. For a complete list of supported language codes: visit Microsoft.com
  • Voice Name: When using voice you can specify which voice to use. For a complete list of available voices: visit Microsoft.com

Output Object:

  • sayResult: Shows whether or not the Say action was successful. 0 being false and 1 being true

Play

The Play Node will play the .wav file present at the given public url. This option can be used if you prefer (professionally) recorded voice actors. Currently the wav file needs to be in the following format:

  • Frequency: 16000Hz
  • Sample size: 16-bits
  • Number of channels: 1

Configuration

  • Dialogue string: The unique address of the current communication that is being received by the incoming node. If you did not alter the msg object the default value should already point to the correct location if there is a flow between this node and the incoming node
  • URL string: Public url containing the path to the .wav file that needs to be played
  • Filedropdown: Select a file from a contact center's uploaded files. For more information see: Upload and delete audio files in the Contact Center

Output object

  • Payload object: Passed on from input.

Enqueue

Sends the current dialogue to a chosen Contact Center, queuing it for Agents to handle. If a specific Skill is required, only Agents with that Skill can see and handle the dialogue. If no Skill is selected, any available Agent can handle it.

Configuration

  • Contact Center
    • dropdown: Select a Contact Center from the list.

    • Variable: Use a `msg` variable to set the Contact Center ID. If using a msg variable, the Skill must also be provided as a variable.

  • RequiredSkill (This is an optional field.)
    • dropdown: Select a Skill from the list of available Skills in the selected Contact Center.

    • Variable: Use a msg variable to set the required Skill ID. Ensure that only Skills belonging to the specified Contact Center are passed as variables.

  • Dialogue string: The unique address of the current dialogue that is being received by the incoming node. If you did not alter the msg object the default value should already point to the correct location if there is a flow between this node and the incoming node

Queue Escape Condition

These optional conditions allow you to automatically remove dialogues from the queue based on specific criteria. When you change the conditions, the node's outputs might rearrange. As a result, you may need to re-wire the affected nodes in your flow to maintain the desired functionality.

  • Max Time in Queue

    • Value: Enter a number between 10 and 7200 seconds.

    • Behavior: Once this threshold is reached, the dialogue is automatically removed from the queue via an output of the node, allowing the call flow to proceed with any subsequent nodes.

    Notes:

    • The time is evaluated every 5 seconds.

    • If the timeout occurs while an agent has the dialogue offered, the system waits for the offer (hunt) to expire before removing the dialogue. For example, with a timeout of 60 seconds, the dialogue may be removed after 60–65 seconds, plus any configured hunt timeout.

  • Max Queue Size

    • Value: Enter a number minimum 1 or use a msg variable to represent the maximum number of dialogues allowed in the queue. Default Value: 50 (applies to new nodes added to a flow).

    • Behavior: Once the queue size reaches this threshold, any new dialogue attempting to enter the queue will be sent to the next node instead.

    Notes:

    • The queue size is calculated based on all dialogues currently in the queue or offered to Agents that match the required Skill(s).

    • Dialogues prevented from entering the queue due to this condition do not accumulate queue time.

    • This condition does not affect dialogues already in the queue.

  • No Agents Logged-In or Opted-In

    These settings manage dialogues when all Agents for the required Skill or Contact Center are either offline or opted-out.

    • Prevent new dialogues from entering the queue: Any new dialogue attempting to enter the queue will be sent to the next node instead of being enqueued.

    • Remove existing dialogues from the queue: Existing dialogues in the queue will be removed when the event of the last Agent logging out or opting out occurs, transitioning from having available Agents to none.

    Notes:

    • These options are independent and can be enabled separately.

    • The "Remove existing dialogues from the queue" action is triggered only when the last Agent logs out or opts out, not by the continuous state of Agent availability.

    • If there are already no Agents available, dialogues that are already in the queue will remain until the event is triggered again (i.e., an Agent logs in and then logs out or opts out).

Disconnect

Unsurprisingly, this node ends the dialogue by disconnecting the caller. This is an endpoint for the flow, as no follow-up to this node is possible (although a parallel branch of the flow might continue).

Configuration:

  • Communication string: The unique address of the current communication that is being received by the incoming node. The default location is the same as the output from the incoming node, when the msg.communication isn't altered this doesn't require any change.

Priority

This node is used to set the priority of a dialogue within the Dialogue Studio flow-builder, allowing the selection of predefined priority levels from 1 (being the highest) to 10 (being the lowest). The priority can be dynamically set based on business rules during the IVR phase.

Configuration:

  • Prioritydropdown: Priority numbers can vary between 1 and 10. The lower the number, the higher the priority.
  • Dialoguestring: The unique address of the current dialogue that is being received by the incoming node. If you did not alter the msg object the default value should already point to the correct location if there is a flow between this node and the incoming node

Redirect

Redirect incoming dialogues to various destination types, such as PSTN phone numbers. Additional destination types are planned for future updates.

Configuration:

  • Destination Typedropdown: Select the type of destination for the call redirection.

  • Destination Type, configure the following options:

    • PSTN Number

      • Destination Addressstring: Enter the target PSTN phone number where the incoming dialogue will be redirected. The phone number must be in international E.164 format (e.g., +1234567890). Alternatively, a message variable (msg) containing the number can be used.
      The Caller ID for the outgoing call is automatically derived from the Incoming Address. Ensure this Address has a phone number assigned and is enabled for outbound calling.

Next steps

Configuration Nodes

Environment

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