User's Guide To Talking Classifieds
Overview
Now that you've experimented with the system tree and you know your way around it a little better, you may feel that the existing system tree does not suit your purposes. You may want a more complex system tree that allows callers to choose from any number of different Advertisements and Advertisement groups. You could conceivably design and build a system that provided Advertisements describing items ranging from apples to xylophones. You and your Advertisers update these Advertisements regularly to keep people calling in to hear the new messages.
To make things as easy as possible for you, your callers, and your members, you could design a system with multiple categories and sub categories. You may find that the assistance of your members in determining the Advertisement groups can be invaluable. After all, it is in the Member's best interest to make their Advertisement as easy to find as possible.
Regardless of your system's structure, this is the place to start really designing and building your system tree, or modifying the existing system tree. At this point you should have a pretty firm grasp of the basic purpose and functionality of the tree objects, as well as how they work in the system tree.
The chapter shows you how to:
Terms
|
Tree Depth |
This is simply the number of options under a Prompt or Heading. The deeper a list of options is, the better the chances are that the caller will not remember the listed options. |
|
Tree Level |
This is a measure of branch complexity in the system tree. The more levels a system tree has, the better the chances are that the caller becomes lost. |
|
Trial-and-error Method |
This is a method of learning in which you experiment with the thing you are learning. If you make a mistake, you correct it and learn from it. |
This section contains procedures that you can use to modify and customize the system tree that we shipped to you. These procedures allow you to configure the existing system tree so that you can get it up and running. You may wish to go through these procedures for practice purposes, and you can exit (without committing the changes) when you finish practicing. You might also decide to combine some of these customizing features to make a diverse system for callers.
A Possible First Step
It is easy to modify the tree structure that came with your application to be used immediately. This section provides you with only one of many options that you can use. This way, you can have your system up and running right away. Keep in mind, though, that you still need Advertising members to make Ads. Over time, your system will grow.
The objective of this section is to help you set up your system in the shortest possible time. This involves using the system tree that came with the program. You are shown how to modify the existing system tree to suit your needs.
For instance, you will likely want to place your own Advertisement telling a caller how they can become a Member of your system: In addition, you would want to add an Advertisement that is a set of instructions for using the system. You also need to add a Heading to the system to be the parent of these Advertisements. Use the following procedure to add these two Advertisements and their parent Heading to the system tree:
Adding an Instructions Heading
• Drag a Heading to the Initial Prompt and drop it. The Insert Tree Object dialog box, shown in Figure 70, appears.
Figure 70--Insert Tree Object Dialog Box
• Click the "Touch Tone Number" field. This places the cursor within that field.
• Type in: 3 and click on the "OK" button. This adds a new Heading below the "For Sale" Prompt.
• Double click on the new Heading. This displays the Heading box for the new Heading, as shown in Figure 71.
Figure 71--Heading box
• Click in the "Description" field. Delete the old description by using the Delete key or the
(backspace) key. Then type in the following description: Instructions
• Click on the "Record ID" button. This opens the Record dialog box. After your announcer voice is warmed up, record the new ID speech.
• Click on the "Enable Speech" box. This allows you to record a Main speech for the Heading. Since you probably won't be changing the Advertisements under this Heading that much, you can set a full menu. Of course, that menu will consist of only two options, plus the star (*) to get back to the Initial Prompt. For example, "Press 10 for information on placing Advertisements on this system. Press 11 for instructions on using this system. Press star to return to the main menu."
• Click inside the script editor box to move the cursor into it. Type in your main speech.
• Click on the "Record" button. This opens the Record dialog box. Record the new menu speech.
• Click on the "OK" button to save the changes to your new Heading.
Adding the Membership Advertisement
• Drag a new Advertisement to the "Instructions" Heading that you just created and drop the Advertisement there. Again, you see the Insert Tree Object dialog box.
• Since the system assigns the ID numbers to Ads, simply click on the "OK" button. The new Advertisement appears under its parent Heading.
• Double click on the new Advertisement. This opens the Advertisement box.
Figure 72--The New Advertisement Box
• Click in the "Description" field. Delete the old description by using the Delete key or the
(backspace) key. Then type in your new description: Membership Info
|
|
• Click on the list button next to the "Member" field. This opens a list of options that you can choose from. In this case, you want to select the "System Administrator" because this is your Advertisement and you do not want it removed as an "old" Advertisement. |
|
|
• Click on the "Include in TT Directory" box. This allows the Advertisement to be reached by a caller using the Touch Tone Directory. |
• Click on the "Record ID" button. This opens the Record dialog box. Record the new ID speech.
• Click inside the script editor box to move the cursor into it. Type in your main speech. In this case, something about how a person can become a Member and place Advertisements on your system.
• Click on the "Record" button. This opens the Record dialog box. Record the new main speech.
• Click on the "OK" button to save the changes to your new Advertisement.
Adding a "System Instructions" Advertisement
This can be a very useful Advertisement if you have a complex system, or if you feel that your callers need explicit instructions. This acts as sort of a 'system help' for the caller.
In this section, you will add a new Advertisement under the "Instructions" Heading, and configure it to give the caller instructions for the use of your system. Use the following procedure to do so:
• First, locate the tree object tools in the upper left corner of the application window. Drag the "Advertisement" tool to the Instructions Prompt you have just added in the tree, then drop the Advertisement. The Insert Tree Object box appears as shown in Figure 73:
Figure 73--The Insert Tree Object box
• Click the "OK" button, and the Advertisement appears in the tree as shown in Figure 74:
Figure 74--The new Advertisement in the system tree
• Now double click the new Advertisement in the tree, so that the Advertisement control box appears.
• Click in the "Description" field, and use the c key to remove the existing description. Type the new description: System Instructions
• Record this description by clicking the "Record ID" button. When the Record box appears, click the "Record" button and pick up your local phone. Begin recording the description, and click the "Stop" button when you finish. Click the "OK" button when you finish, to save this speech.
|
|
• Click on the list button next to the "Member ID" field. This opens a list of member options that you can choose from. In this case, you want to select the "System Administrator" because this is your Advertisement and you do not want it removed as an "old" Advertisement. |
|
|
• Click on the "Include in TT Directory" box. This allows the Advertisement to be reached by a caller using the Touch Tone Directory. |
• Move the mouse pointer to the Script Editor box and click. When the cursor appears, type the system instructions.
• Record these system instructions by clicking the "Record" button. When the Record box appears, click the "Record" button and pick up your local phone. Begin recording the speech, and click the "Stop" button when you finish. Click the "OK" button when you finish, to save this speech.
• Now the Advertisement is complete, and the Advertisement control box should appear similar to the one shown in Figure 75:
Figure 75--The completed "System Instructions" Advertisement
• Click the "OK" button, and the control box closes. The "System Instructions" Advertisement now appears in the tree as shown in Figure 76:
Figure 76--The "System Instructions" Advertisement
|
If you are only practicing at this point, do not commit these changes. |
• To save these changes to the system tree, click the "File" menu heading on the menu bar. Click the "Commit Changes" option. The application then saves your changes. |
When a caller calls in, they will hear the System Greeting, followed by the auto-menu on the Initial Prompt (with option 3 being "Instructions"). If they choose this option, they hear a menu that allows them to choose either the "Membership Info" Advertisement or the "System Instructions" Advertisement. After they choose on of the Advertisements, then they hear the Main speech. They then return to the "Instructions" Heading (via the "Goto *").
The sample tree that we provided for you is obviously not intended to be used. We designed this tree to illustrate the concepts of classifications, Prompts, Headings and the "Buy" and "Sell" branches of a typical tree for this application.
No doubt you are beginning to see that the system tree is a very dynamic structure. It allows you to perform a number of tasks, in a number of combinations. As you master the system tree, you will most likely begin to design your own system trees, based on the tasks you wish to have your system perform.
Take, for instance, a Center Owner who wishes to cater to dog breeders. He first makes a category for show-quality dogs and another for non-show-quality dogs. Then under each of these Prompts, he places even more Prompts: working dogs and ornamental dogs. Then he places Headings for each breed of dog under the appropriate Prompt. That leaves the members to call in and add their Advertisements under the appropriate Heading.
For another example, let's look at another enterprising center owner. This particular center owner felt that a specialized system for collectors would be profitable. They designed the Prompts and Headings for their system thusly:
Stamps (Prompt)
Vintage-Mint (Heading)
Vintage-Near Mint (Heading)
Contemporary-Mint (Heading)
Contemporary-Near Mint (Heading)
Coins (Prompt)
Vintage-Mint (Heading)
Vintage-Near Mint (Heading)
Contemporary-Mint (Heading)
Contemporary-Near Mint (Heading)
Cards (Prompt)
Vintage-Mint (Heading)
Vintage-Near Mint (Heading)
Contemporary-Mint (Heading)
Contemporary-Near Mint (Heading)
Memorabilia (Prompt)
Vintage-Mint (Heading)
Vintage-Near Mint (Heading)
Contemporary-Mint (Heading)
Contemporary-Near Mint (Heading)
Miscellaneous (Prompt)
Vintage-Mint (Heading)
Vintage-Near Mint (Heading)
Contemporary-Mint (Heading)
Contemporary-Near Mint (Heading)
Of course, these Prompts and Headings were placed in both the "For Sale" and "Wanted" categories.
This particular center owner also decided that since there were so many categories, they should place one Touch Tone Directory under the "For Sale" and "Wanted" categories, and a general Touch Tone Directory under the Initial Prompt.
When you begin to build your system tree, you should map the structure out a bit. This allows you to see how everything goes together, and you can design a better system.
Designing Your Tree
When designing your system tree, you should give some consideration to the tree's 'levels' and 'depth'. By 'level', we mean level of branch complexity. How many buttons does the caller press to get somewhere? The more levels a system tree has, the better the chances are that the caller becomes lost. Figure 77 illustrates the idea of depth and levels:
Figure 77--The system tree, showing depth and levels
As a general guideline, your Talking Classifieds system tree should not need to exceed four levels. As you can see, the example tree only has three levels (not counting the System Greeting and Initial Prompt, as you don't have to press buttons to get to them). This allows the caller to move around easily, and keeps them close to the originating level.
'Depth' is simply the number of options under one Prompt. Normally, a caller can handle a menu that is four or five items deep. Anything past that, and the caller begins to forget the options.
Sometimes you may find that adding a level may simplify a deep (lengthy) Advertisement group. If you had an Advertisement group of ten or more Advertisements and you could find a logical way to divide them, it may simplify things for the caller.
Building Your Tree
When you finish planning your system tree, it is time to build it. There are many ways that you can go about building your system tree. We've found that following these steps makes the building and configuring process simple and efficient:
Step 1: Drag and drop all of the necessary tree objects into place. This means that you complete the looks of the system tree before configuring any of the tree objects. This allows you to concentrate on the system structure.
Step 2: Once you complete the system tree, you now edit and configure each of the tree objects. As you configure each one, make sure that you know the function and purpose of the object and that the object fulfills its purpose.
Step 3: Record the speeches and ID speeches for each of the objects. Make sure to use the scripts you created during the configuration and editing process. The script ensures that you'll know what to record and where.
Step 4: Commit the changes to the system tree. This means saving the system you made so that callers can call into your system.
These four easy steps allow you to deal with the four biggest chunks of system design separately and in a logical order. Also, you can design your system using the 'trial-and-error' method, allowing you to experiment with the tree objects so that you can better understand how they relate. When you're experimenting with system design, keep in mind that you don't have to commit these changes. This familiarity through experimentation allows you to become comfortable with the system tree and how it works.
Testing Your Tree
Once your system tree is ready to go, you should be the first person to call your system. This allows you to test the flow of the system, and ensure that everything is working properly. Testing also eliminates the chance of a caller calling in and having problems with your system. Not only should you make sure that everything is working correctly, you should also make sure it runs smoothly. If the system is too complex or there is not enough information to lead the caller where they want to go, you should consider restructuring your tree to accommodate your users.
The Monitor application is a portion of the Business Manager application that allows you to perform a 'Local Launch'. This means that you click the "Local Launch" button on the Monitor box, then the system uses the local phone as if a caller were calling into the system. You play the part of the caller, listening to messages and pressing buttons on your phone. This is a very valuable testing tool. For more information on local testing, refer to your User's Guide to Business Manager manual.
Managing Your Tree
After you design, build, test, and run your system tree, you need to start thinking about system tree maintenance. This involves updating speeches for Advertisements, as well as adding and deleting tree objects.
You should also periodically ask yourself "Does my system tree structure suit its tasks?" If it doesn't, it may be time to change the structure. Being a dynamic structure, the system tree lends itself well to changes and modifications.
