IVR

Interactive Voice Response (IVR) is a technology that allows a computer to interact with humans through the use of voice and DTMF (Dual-Tone Multi-Frequency signaling) keypad inputs.

This feature allows you to define automatic directing of callers. They select from offered voice choices and push the appropriate keys.

The text to speech section within the VoIP - Advanced tab allows IVR to generate audio files from textual data on-the-fly.

General

Figure. General section.

Field

Description

Active

Check the box if you want to have this service active.

Name

Enter a service name.

Warning: This name has to be unique.

Domain

Fill in the name of domain where the account created for this purpose exists.

Note: It is also possible to use a user defined under the Devices tab. In this case, it is not necessary (and even possible) to specify this field.

Proxy

Fill in the IP address of the server where SIP (VoIP) service is running.

Default value and mostly used one is 127.0.0.1.

Warning: The <proxy,username> pair has to be unique.

Username/Password

Fill in the credentials of the auto attendant account.

This account can be defined within one of the server domains (only for this reason) or under the Devices tab.

Note: IVR is another Java service. It needs to connect to the SIP server (just like Echo and Voicemail). For this reason there must be an account for IVR and IVR needs to know what account to connect to.

This user (his/her number or email) is called. The root rule is executed first, then other rules/actions as defined.

Profiles

Figure. IVR Profiles section.

Field

Description

Add

Click the button to define a new profile. The Profile dialog opens. Fill in the profile Name here. After entering all needed profile information, click the Apply button in the lower right corner.

Delete

Select a profile and click the button to remove this profile.

Section(s)

Figure. IVR Sections section.

Field

Description

Add

Click the button to add a new routing. The Auto Attendant Routing dialog is shown.

Edit

Select a routing and click the button to edit properties of this routing. The Auto Attendant Routing dialog is shown. See the Type - Text to speech field bellow.

Copy

Select a routing and click the button to open the Auto Attendant Routing dialog. You can add a similar routing using this button. See the Type - Text to speech field bellow.

Delete

Select a routing and click the button to delete it.

Arrows

Select a routing and move it up or down in the list using these buttons.

Test

Click the button to have a phone dial pad shown. This is the way how to test defined rules.

Tip: Test starts on the selected row. It is not necessary to go always through all defined rules.

Export Graph

Click the button to export a graph of your IVR rules. The .gv format is used (supported by Graphviz).

IVR Rules Dialog

Figure. IVR rule.

General

Field

Description

ID

Fill in a routing name.

Description

Fill in a short descriptive text.

Rules

 

Add

Click the button to add a new rule.

Edit

Select a rule record and click the button to enable editing.

Copy

Select a rule and click the button to copy it. This allows you to add a similar rule.

Delete

Select a rule and click the button to remove this rule.

Arrows

Select a rule and use arrows to move this rule up/down in the list.

Rules

Field

Description

Add

Click the button to add a new rule.

Edit

Select a rule record and click the button to enable editing.

Copy

Select a rule and click the button to copy it. This allows you to add a similar rule.

Delete

Select a rule and click the button to remove this rule.

Arrows

Select a rule and use arrows to move this rule up/down in the list.

Rule details

Field

Description

Description

Fill in a short descriptive text.

Type

Select from the list:

  • Default: the default/initial set of actions that will be called when new action entered.

  • DTFM: actions are based on a DTMF condition.

  • Timeout: actions are based on a specified timeout.

Regex expressions can be used (Check the box) - see the example below.

Code

Fill in a value:

  • DTFM: a choice identifier. E. g. a phone key number.

  • Timeout: define after how long time is the defined action (Go to section or Transfer call to) performed.

Add

Click the button to add a new action. The Rule Action dialog opens.

Edit

Select an action record and click the button to enable editing.

Copy

Select an action and click the button to copy it. This allows you to add a similar action.

Delete

Select an action and click the button to remove this action.

Arrows

Select an action and use arrows to move this action up/down in the list.

OK

Click the button to add a rule or save its changes.

Rule Action Dialog

This dialog changes according to the Type option selected:

Figure. Rule Action dialog.

Figure. Regex example.

Field

Description

Type

Select the appropriate action type:

  • Play audio file: fill in an audio file address and name to the value field. This file will be played.

  • Go to section ID: select one of defined sections from a list (or write its name). This section will be performed subsequently.

  • Forward call to: fill in or select what number defined within the system is to be called (individual or group one).

  • Record audio file: fill in a path where recorded audio files will be saved. Use when you require caller's answers. For a file name you may want to use the %tempfile% variable. This allows you to have unique file names. E. g. 20110821_1024.mp3 There are two additional options: DTFM used for finishing recording and timeout used for finishing recording.

  • Execute application: use the "..." button to select a path to the application that is to be executed. See also the Parameters field. If the application has no output, it is considered as error and operation is retried. If the application output consist of formated XML tag <action> (same syntax as in voicemail.xml), this action is performed, otherwise nothing special happens and the following actions are evaluated.

  • Copy file: use this feature to copy a recorded file to another directory (e.g. for backup reasons). Use the following syntax:

    [source];[destination]

    Example: data/%tempname%.wav;data/users/%caller_email%.wav

  • Delete file: use to delete a recorded (and backed up) file.

    Example: data/%tempname%.wav

  • Silence: specify how long the silence should be (in seconds). It is useful e.g. when you want to wait between two replays of some audio files (or between another two actions).

  • Text to speech: enter some text into the value field. It will be converted into speech.

Note: To get better idea, see the complex example further.

Parameters

Note: This field is only visible when the Execute application type is selected.

Fill in parameters that are to be passed to your application. E. g. the %DTMF $1% variable will pass the actual DTFM key choice.

OK

Click the button to save this rule action.

Text to Speech Engine Change

To change a text to speech engine (in Windows), do the following:

  1. Run the cmd.exe tool under a local system account.

    2. There are several ways how to do it. One of them is to schedule it:

    • Within cmd.exe, use the time command.

      You will obtain something like this: The current time is: 16:29:06.96 Enter the new time.

      Select Ctrl + C.

    • Use the at 16:30/interactive cmd.exe command.

      You will obtain the Added a new job with job ID = 1 message.

  2. Within cmd.exe (running under your local system account) run the following command:

    "C:\WINDOWS\system32\rundll32.exe" C:\WINDOWS\system32\shell32.dll,Control_RunDLL "C:\Program Files\Common Files\Microsoft Shared\Speech\sapi.cpl",Speech

  3. The Speach Properties dialog - Text to Speech tab opens. Select your desired text to speech engine from the Voice selection list. (Click OK.)