Table of Contents

Introduction

When customers dial in your call center’s phone line, they will hear a voice recording to instruct them to press which key number so that their call can be rerouted to the corresponding department. To define this flow, we need to configure Phone IVR in Seamless Telephony module.

Phone IVR (Interactive Voice Response) is used to route incoming calls to the corresponding queue/another IVR based on the customer’s response.

Phone IVR List

IVR LIST displays all IVR that have been created in your tenant.

Open

On IVR LIST, you can:

1. See the list of IVR that are available for your call center. Each IVR has these information:

   1. Name: Short name of the IVR.

   2. Description: Description of the IVR.

   3. Created Date: Date and time that the IVR is created.

   4. Updated Date: Date and time that the IVR is updated.

2. Create a new IVR: see

3. Edit an existing IVR: see

4. Delete an existing IVR: see

Create a new IVR

On IVR List, click “+ Create“ button, it will show the pop-up to add a new IVR.

Open

On this pop-up, you need to provide the following information of the IVR:

1. Name: Short name of the IVR (required).

2. Description: Description of the IVR.

3. Language: select TTS (Text-to-speech) language. Seamless Telephony uses TTS technology to read the Welcome message. Currenly, Seamless supports 3 languages: English, Arabic, Norwegian.

4. Message Voice: select voice (Man or Woman…)

5. Speaking Rate (%): the speaking speed (required). Default: 85%.

6. Number of Loops: how many times the Welcome Message is repeated (required). Default: 2.

7. Welcome Message: The message (required) that will be spoken to a caller when they dial in your call centre’s phone line.

8. Invalid Input Message: The message (optional) that will be spoken to a caller when they response with the wrong key number.

After you’re done with required information, you need to click Save to accept. The new IVR will be created and displayed on the IVR List.

Now, you need to open the newly-create IVR to add IVR User Inputs in. See

Edit an existing IVR

On IVR List, click on Edit button of one IVR. It will show Update IVR popup where you can update the IVR information.

On this popup, you can update the following information of the IVR:

1. Name: Short name of the IVR (required).

2. Description: Description of the IVR.

3. Language: select TTS (Text-to-speech) language. Seamless Telephony uses TTS technology to read the Welcome message. Currenly, Seamless supports 3 languages: English, Arabic, Norwegian.

4. Message Voice: select voice (Man or Woman…)

5. Speaking Rate (%): the speaking speed (required). Default: 85%.

6. Number of Loops: how many times the Welcome Message is repeated (required). Default: 2.

7. Welcome Message: The message (required) that will be spoken to a caller when they dial in your call centre’s phone line.

8. Invalid Input Message: The message (optional) that will be spoken to a caller when they response with the wrong key number.

9. IVR User Input: Define accepted input values and system interaction after the input selected by the caller. See <>

After you’re done with required information, you need to click Save to accept the changes. The changes will be reflected in the IVR List.

Define IVR User Input

IVR User Input is used to define the key number that will be accepted by Call service and trigger the next action, usually route incoming calls to the corresponding queue/another IVR. When the correct key numberis provided by a caller, system will route their incoming calls to the correct department.

On Update IVR popup, user can also manage (add, remove or search) IVR user inputs.

IVR User Input List

IVR User Input list provides all possible key number will be handled by Call service:

1. Name: Short name of IVR User Input

2. Description: Short description of IVR User Input

3. Press Number: Defined key number

4. Type: Type of the action linked with the key number when it’s pressed.

5. Destination: Name of queue or name of another IVR that a call will be routed to after key number is entered.

To add a new IVR User Input

1. Cick button next to IVR USER INPUT list.

2. The new action input popup is displayed.
   
   

3. On this pop-up, you need to provide the following information of the IVR User Input:

   1. Name: Short name of IVR User Input

   2. Description: Short description of IVR User Input

   3. When Caller Press: Defined key number

   4. Then: Type of the action linked with the key number when it’s pressed.

   5. Destination: Name of queue or name of another IVR that a call will be routed to after key number is entered.

   6. Message: Message displayed right after user presses the key and while waiting for system trying to route the call to an agent.

   7. Busy Message: Message displayed after system cannot route the call to any agent.

After you’re done with required information, you need to click Save to accept the changes. The changes will be reflected in the IVR User Input List.

To remove an IVR User Input

On IVR USER INPUT list, click button Delete on the item you want to remove. It will show a confirmation.

If you’re ok, please click Yes to accept. The IVR User Input will disappear from the list.

Delete an existing IVR

On IVR List, click on Delete button of one IVR. It will show a confirmation.

If you’re ok, please click Yes to accept. The IVR will disappear from the IVR List.