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en:module_manual:ivr:configuring_a_simple_ivr [2012/07/09 01:42] solo created |
en:module_manual:ivr:configuring_a_simple_ivr [2017/12/12 03:05] (current) |
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| ===== Uploading Sound File ===== | ===== Uploading Sound File ===== | ||
| - | * 左侧菜单点击 Advanced -> Sounds | + | * go to Advanced -> Sounds |
| - | * 选择要上传的文件 | + | * select the file you want to upload |
| {{:en:module_manual:ivr:sounds_add.jpg?768|}} | {{:en:module_manual:ivr:sounds_add.jpg?768|}} | ||
| - | * 上传完毕后可以在线回放 | + | * after the upload, you can playback the sound file on web page |
| {{:en:module_manual:ivr:sounds_play.jpg?768|}} | {{:en:module_manual:ivr:sounds_play.jpg?768|}} | ||
| - | ===== 通过电话录音 ===== | + | ===== Creating sound files ===== |
| - | ====== 添加呼叫语音 ====== | + | |
| - | * 左侧菜单点击 Advanced -> Announcements，点击添加 | + | Professionnal recordings can be created with applications on smartphones. For iOS, we have had good experience with //WavePad//. For Android, we like //Tape-a-Talk//. Use the wav format with a sample rate of 8kHZ and a sample size of 16bit. |
| + | |||
| + | ====== Add Announcement ====== | ||
| + | |||
| + | * go to Advanced -> Announcements，click Add | ||
| {{:en:module_manual:ivr:announcement_add.jpg?768|}} | {{:en:module_manual:ivr:announcement_add.jpg?768|}} | ||
| - | * 点击保存按钮后，出现多语言设置界面，这里只需要将刚刚添加的welcome语音选中然后点击增加按钮 | + | * after saving, it gives a multi-language config interface, we just select the sound file "welcome" and click "Add" |
| + | At this time, please use English and Chinese for language choice. Other languages can cause the IVR to malfunction. Fix is on the way. | ||
| {{:en:module_manual:ivr:announcement_add_sound.jpg?768|}} | {{:en:module_manual:ivr:announcement_add_sound.jpg?768|}} | ||
| {{:en:module_manual:ivr:announcement_add_sound_1.jpg?768|}} | {{:en:module_manual:ivr:announcement_add_sound_1.jpg?768|}} | ||
| - | * 同样的步骤，我们添加另外一个呼入语音，instruction | + | * same as above, we add another announcement "instruction" |
| {{:en:module_manual:ivr:announcement_list.jpg?768|}} | {{:en:module_manual:ivr:announcement_list.jpg?768|}} | ||
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| ====== Add an IVR ====== | ====== Add an IVR ====== | ||
| - | * Please refer to: [[en:newbie:Add Agent Group]]，为系统增加一个可以为客户提供服务的坐席组 | + | * Please refer to: [[en:newbie:Add Agent Group]]，add a agent group in system |
| * go to，Advanced -> IVRs, click [Add] | * go to，Advanced -> IVRs, click [Add] | ||
| - | {{:en:how-to:ivr_add.jpg?768|}} | + | {{:en:module_manual:ivr:ivr_add.png?768|}} |
| + | |||
| + | * in Failover and Failover To, we select Queue and 600, means when the ivr failed, it will go to the queue | ||
| + | * after saving the IVR, click "Action" to config the action | ||
| - | * 添加完IVR后，点击设定目标，用于设定接受客户输入后的转向，我们分别设定了按1转向语音，按0转向坐席组 | + | {{:en:module_manual:ivr:ivr_action.png?768|}} |
| - | {{:en:module_manual:ivr:ivr_add_dest_1.jpg?768|}} | + | * in this action, system will play a message and waiting for customer input (4 digits max) |
| - | {{:en:module_manual:ivr:ivr_add_dest_2.jpg?768|}} | + | {{:en:module_manual:ivr:ivr_transfer_1.png?768|}} |
| + | * when customer press 1, it will go to queue 600 | ||
| - | <note tip>通过将目标转向设定到新的IVR可以实现复杂的流程</note> | + | {{:en:module_manual:ivr:ivr_transfer_2.png?768|}} |
| - | * 设置完毕后可以使用一个内线分机拨打该IVR的分机号码(在本例该号码为9000)进入 | + | * try check if customer input match any extension, if yes, go to the extension |
| + | <note tip>set the dest to another IVR, we can get a complicated IVR flow</note> | ||
| + | * when all this is done, we can dial the extension of the IVR (in our case, this is 9010) to test the IVR. | ||
| + | * we can check asterisk log to see what customer entered | ||
| + | {{:en:module_manual:ivr:ivr_log.png?768|}} | ||
