Following this Jumpstart on creating a SurVo IVR is an Addendum that explains some more specific details about the SurVo application.

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1 SurVo IVR SurVo IVR enables you to quickly and easily create web-based interactive voice response applications without any programming. Automatically qualify leads, process orders, offload call centers and more using interactive voice response technology. With your Ifbyphone account, there is no limit to the number of IVRs you can create or modify. Following this Jumpstart on creating a SurVo IVR is an Addendum that explains some more specific details about the SurVo application. 1. Login to with your User ID and password. Select SurVo (IVR) from the Advanced Services tab. 2. On the SurVo IVR page, select to Create a new SurVo Expert Mode. This page will also allow you to edit, delete, test, and clone already-existing SurVo s. 3. On the Edit SurVo page, you will first configure the preliminary options and then create the questions that will make up the IVR. To begin, configure the following:

2 SurVo Name: Give the SurVo IVR a name. Text to Speech Gender: With a SurVo, you can upload or record your own audio files, or else type in text to speech for the computer to read. If you will be using text to speech, you can select the gender here. Text to Speech Speed: Select the speed at which the computer will read the text you type. Announce question numbers: If checked, the question number is read before the question text. If this is box checked, a check box appears asking if you want to "Announce question count". Announce question count: If checked, the number of total SurVo questions are announced. A sample question count announcement would be "Question 5 of 12." Announce skips: Check to have the TTS announcer mention when questions are skipped, as in advanced branching. Use advanced branching: Give a value to each answer choice in a Yes/No or Multiple Choice question that will be tallied, so that later on in the SurVo callers must pass a specified threshold in order to be asked that question. Play beep at end of questions: Check this option to have a tone sounded at the end of the questions.

3 Allow barge-in: If checked the user can interrupt the reading of a question with an answer. Touch Tone Only: In a SurVo IVR, respondents can answer by either stating an answer choice or pressing a keypad. Check this box to turn off voice recognition. Discard Incomplete SurVos: Check this box to delete all SurVos that are not completed through to the end. 4. Decide on the Post SurVo Action, which is how Ifbyphone will store the data retrieved during the SurVo. Choose from the following: Results: the results of the SurVo every time a SurVo is reached. To add an address or multiple addresses, click the link Add Address. and save results in database: the results and also store them in a database on the Ifbyphone system. Save results in database: Store the results on the Ifbyphone system. You can access your results by going to the SurVo IVR page that lists all the SurVos you have created. If a SurVo has results, it will say SurVo Results on the same line that the SurVo is listed. Net Integration: Call down and post information to an external database to relay or collect information over the telephone. For assistance with Net Integration, please call the Ifbyphone Customer Success Team at Net Integration and Perform Net Integration and also the results. Net Integration Save in Database: Perform Net Integration and also store the results in a database on the Ifbyphone system. Do Nothing: Perform no action in regards to the SurVo data. Click Save when done. 5. Once you have configured the SurVo options, you can begin adding questions to build your SurVo. Click the link Add a new question. You will string together multiple questions to create the IVR form you need. On the Edit SurVo Question # page, configure the following:

4 Question Text: In a SurVo question, you can choose to type a message that the computer will read or use your own audio file. Type the question text you want the system to read here. Note that even if recording or uploading your own audio files, you need to input something in this field. Use Wav File: Check this box to use your own audio file recording. Wav File: Select to either Batch Record prompts using the Ifbyphone system or Upload WAV file. For information on batch recording prompts via Ifbyphone, see step 6. Question Type: Ifbyphone offers a variety of questions to allow you to create complex, customized IVR forms. The question types to choose from are:

5 Yes/No: Callers may choose yes or no and be routed down different question paths based on their answer. Note that answer choice one is the equivalent of pressing one on a keypad, answer two is the equivalent of pressing two, etc. Multiple Choice: Choose how many answer choices you want to have for a question. The name of the answer choice is also what a caller may state to select that answer by voice recognition. You can decide what question to route callers to for each answer choice selected. Note that answer choice one is the equivalent of pressing one on a keypad, answer two is the equivalent of pressing two, etc. Number: Data will be captured and stored in the form of a number. Phone Number: Data will be captured and stored in the form of a phone number. Open Ended (Recorded): Anything that the caller says after the tone will be stored as a WAV file. Recordings are limited to 3 minutes. Currency: Data will be captured and stored in the form of currency. Date: Data will be captured and stored in the form of a date. Callers may say the month, day, then year, or else input the date into their keypad in the form of YYYY/MM/DD. Digits: Data will be captured and stored in the form of a digit. Prompt Only: This is the default question type. A prompt, either what you have typed or your audio file, will be played to the caller. Callers can then be skipped to the question of your choice. Time: Data will be captured and stored in the form of a time. If entering in via the keypad, military time should be used. Transfer: Enter a phone number into the field and when the caller reaches this question they will be transferred to that phone number. Extended Recording: Similar to an Open Ended (Recorded) question, but allows for longer recordings. Determine the maximum duration in seconds. Answering Machine: If you are doing interactive Voice Broadcasting, this question will allow the system to determine whether a live person or answering machine answered the call by prompting live people to press any key to continue. You can choose where to route a caller based on whether a live person or answering machine is reached. SurVo Directory: Choose an already created SurVo Directory. A SurVo Directory is a list of items that a caller can select, but no items will be read to the caller. For example, you could create a directory of all car types, and prompt a caller to state their car make and model. Monitored Call: Limit call lengths and record calls via the SurVo application (Recorded calls are billed at 1.5x your normal minute rate). Options for Monitored Call are: Maximum Call Duration: choose, in seconds, how long you want to allow the call to go on for. Give One Minute Warning: check this box to give an automatic warning when one minute is left of the maximum call duration. Times-Up Message: type in a message to play when the maximum call duration has been reached. This field is optional.

6 Prompt to Accept Call: check this box to prompt the number you are transferring to accept or decline the incoming call. Whisper Message: type in a message to be read to the person answering the call. This field is optional. No Answer Message: type in a message to be read if the number you are transferring to does not accept the call. Record The Call: check this box to record all calls that go through this SurVo Monitored Question. Transfer To: enter in the phone number the call should be transferred to. Answering Machine - Auto: If you are doing interactive Voice Broadcasting, this question will allow the system to automatically determine whether a live person or answering machine answered the call. You can choose where to route a caller based on whether a live person or answering machine is reached. Prompt with any key escape: A prompt will be played and if any key is pressed, you can tell the system where to route. If no key is pressed, the system can route to a different question type. Go to VR/FindMe/VMail: Route to a Virtual Receptionist, Find Me list, or Voice Mailbox on the Ifbyphone system. Verify Answer: Check this box to have the system automatically verify answers by reading back the response to the caller. 6. After configuring all the questions to complete your survey, you will see an outline of them on the Edit SurVo page. An audio icon will show up next to any question that you have uploaded an audio file for or will be batch recording. You can edit or delete any question, as well as move the order of a question up or down by clicking the arrows to the left of a question. 7. If you have chosen to Batch Record audio prompts, click the link Batch Record Prompts at the bottom of the screen. You will be taken to the Batch Recording screen, where you can enter in your phone number and the system will call you to record your prompts. Prompts will be placed in the correct question.

7 8. After recording your prompts, your SurVo is complete. It may now be connected to a phone number, Virtual Receptionist, Voice Broadcast, or other Ifbyphone application.

8 Addendum Additional SurVo IVR Information The SurVo IVR is a powerful tool that contains a variety of features to enhance the application s capabilities. Below is a list of these features and other pieces of pertinent information. Repeat answers from previous questions: In a SurVo question, you can use curly brackets { } to repeat answers garnered from earlier questions in a SurVo. For example, if you asked someone in question 2 to input their phone number, later on in the SurVo you could repeat their phone number to them by inputting {A2} into a question. Preset Variables: SurVo has several pre-defined variables that you can input into your IVR to be read. These are: {callerid} will read the Caller ID to the caller {timestamp} will read the time to the caller If no answer is given on a question that requires input: Whenever a caller reaches a question that requires input, the system needs a response to that question in order to move forward. If no response is given within 5 seconds, the question will be repeated three additional times, at which point the system will roll over to the next chronological question in the SurVo. If no question is specified in the Skip to Q# field: For a Yes/No or Multiple Choice question, you can specify where to route callers based on which answer they select. If nothing is inserted into the Skip to Q# field, the SurVo will automatically route to the next question when that answer is selected. To end a SurVo when an answer choice is selected in a Yes/No or Multiple Choice question: You can end a SurVo at anytime by inputting end into the Skip to Q# field for the answer choice of any Yes/No or Multiple Choice question.

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