IVR Template Editor
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IVR Template Editor
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The IVR Template Editor is a tool within the application used to set up and configure IVR templates for campaigns. It provides a user interface where you can define the details of the IVR Campaign, such as the template name, description, and the CPaaS provider. The editor guides users through a wizard to complete the necessary settings for the IVR campaign, ensuring that the correct message is configured for playback during the campaign.
In addition to both Agent and agentless dialer campaigns, the application also supports IVR campaigns using CPaaS (Communications Platform as a Service) providers. This section deals with setting up an IVR Template to run a campaign.
Click IVR Template Editor to set up and configure an IVR campaign.
Click Add to add a new IVR Template.
Enter an IVR Template Name and a Description.
Select a CPaaS Provider ID from the dropdown list. The items configured in CPaaS Settings are populated as options in this list. For more details, refer to CPaaS Settings.
To use this as the active template, select the Active Template checkbox.
Note:
Calls in progress continue to use the old template; new calls switch over to this template.
Click Next.
Template Parameter
Perform the following steps:
Select a required Prompt Type.
Recorded: The IVR template is designed to play a recorded message on the call. To know more, click here.
TTS: Text to Speech (TTS) is when the message is saved as text files on the server. The TTS engine converts the text into speech to play the message on the call. To know more, click here.
Note:
Configuration parameters for the Recorded prompt type differ from the TTS prompt type.
Recorded Prompt Type
Select the Prompt Type as Recorded.
Enter the Message Audio File Name. The complete path where it is located.
If the Transfer switch is ON, enter the following fields as detailed.
Transfer Method: Select a Transfer Method. Select On Demand if you want the call to be transferred on demand by the customer. Select Always if you want every call to be transferred.
DTMF: Select a DTMF number to transfer this call to. This is applicable only for On Demand transfer method.
Max Attempts: Select the number of Max Attempts to transfer this call. This is applicable only for On Demand transfer method. The application restricts the attempts configured here, before dropping the call if the input DTMF is invalid even after failure retries.
Select a Transfer Type. If you want to transfer to a telephone, select Tel. If you want to transfer to a SIP phone, select SIP.
Enter a Transfer Destination to where the call is to be transferred.
Enter a Transfer Message Audio File Name. This is the message that plays out when a call is transferred.
Leave the Live Voice Detection switch OFF if you do not want the application to detect a live voice on transfer (as against an answering machine responding to a call). If you want the application to detect a live voice on transfer, turn the Live Voice Detection switch ON.
If an answering machine is detected, select the AMD Treatment dropdown on how to treat the transferred call. Available options are:
Transfer to Agents - Transfers the call to an agent.
Disconnect - Hang up on the call.
Leave a message - Leaves a message to the caller.
Leave the Outbound Caller ID switch turned OFF if you do not want a caller ID to be displayed at the call destination, Turn the switch ON and enter an Outbound Caller ID to be displayed to the call destination.
TTS Prompt Type
Select the Prompt Type as TTS.
Select a Language.
Select a Voice Talent from the dropdown list. This is the voice that plays the speech-converted text during the call.
Enter the Initial Message TTS Text. This is the first message that is played to the caller on the IVR. You can also tag business fields within curly braces to be included in the messages. For example, you can say: Hi {First Name} {Last Name}, your credit card balance is {Balance Due}, to be paid by {Due Date}.
If you turn the Transfer switch ON, enter the following fields:
Select a Transfer Method. You can select On Demand if you want the call to be transferred on demand by the customer, or Always if you want every call to be transferred.
Select a DTMF number to transfer this call to. This is applicable only for the On Demand transfer method.
Select the number of Max Attempts to transfer this call. This is applicable only for the On Demand transfer method. The application restricts the attempts configured here before dropping the call if the transfer is unsuccessful.
Note:
An attempt is counted when the customer either gives no input or keys in an invalid input on the configured DTMF.
Select a Transfer Type. If you want to transfer to a telephone, select Tel. If you want to transfer to a SIP phone, select SIP.
Enter a Transfer Destination to where the call is to be transferred.
Enter a Transfer Message TTS Text. This is the message that plays when a call is transferred.
Leave the Live Voice Detection switch OFF if you do not want the application to detect a live voice on transfer (as opposed to an answering machine responding to a call). If you want the application to detect a live voice on transfer, turn the Live Voice Detection switch ON.
If an answering machine is detected, select the AMD Treatment dropdown for how to treat the transferred call. Available options are:
Transfer to Agent: transfer the call to an agent.
Disconnect: hang up on the call.
Leave a message: leave a message for the caller.
Leave the Outbound Caller ID switch turned OFF if you do not want a caller ID to be displayed at the call destination. Turn the switch ON and enter an Outbound Caller ID to be displayed to the call destination.
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