IVR Interactive Voice Response

Transcription

1 IVR Interactive Vice Respnse Interactive Vice Respnse (IVR) technlgy allws yu t autmate vice interactins with yur leads and custmers. Businesses tday use IVR t cnduct phne surveys, cnfirm appintments and deliveries, qualify and rute inbund callers, and much mre. With yur Ifbyphne accunt there is n limit t the number f IVRs yu can create and mdify. This jumpstart will walk yu thrugh the basic steps t creating a new IVR. Fllwing this walkthrugh is an appendix that prvides additinal infrmatin fr wrking with IVRs. Getting Started Settings Greetings Questins Recrd Audi (if needed) Test yur IVR Appendix Getting Started 1. Lg in t with yur phne number and passwrd. Select IVR frm the Advanced Services tab. 2. On the Main IVR page, click New IVR. The Main IVR page als allws yu t edit any existing IVRs, delete yur IVRs, clne (cpy) existing IVRs, as well as lck, imprt, r exprt an IVR. Fr mre infrmatin n these functins, please see the Appendix. 1

2 3. Frm the Edit IVR page yu will build yur IVR, including establishing the settings, setting up the greetings, and creating and cnfiguring the questins. T begin, give the IVR a name and a descriptin (ptinal). Nte: The IVR will autmatically save yur changes as yu mve frm field t field. Settings 4. Next yu need t cnfigure sme basic settings that will apply t the entire IVR applicatin. Yu will cnfigure: Text t Speech: Within an IVR yu can uplad r recrd yur wn vice fr the audi r type in text that the cmputer will read using a simulated vice, knwn as text-t-speech (TTS). If yu will be using TTS yu can select: Gender: Specify if the generated vice shuld be in the male r female vcal range. Speed: Hw quickly shuld the cmputer read the text yu have entered. Speech Recgnitin: Enabling speech recgnitin allws yur respndents t respnd t the IVR with their vice r by pressing a key n their phne keypad. If speech recgnitin is disabled, respndents must use their keypad nly t respnd t the IVR questins. Questin Settings: These settings apply t all the questins in the IVR. Play beep at the end f the questin: Check this ptin t have a tne sunded t alert yur respndent that it s the end f the questin. 2

3 Play entire questin befre allwing respnse: Check this ptin if yu want respndents t hear the entire questin befre they have the pprtunity t respnd. This may be especially imprtant fr multiplechice questins r if imprtant infrmatin is prvided at the end f the questin. Send Results t: Determine hw yu want t retrieve yur IVR results (Nte: Unless yu specify therwise under Advanced Settings, yu can always retrieve yur results (reprt) within the Ifbyphne prtal frm within the IVR applicatin r under the Reprts menu): Greetings An address: Yu can have the results f the IVR sent t ne r mre addresses. An will be sent each time the IVR is accessed by a respndent. My web server: The results are passed t the designated URL (web address) using HTTP GET r POST. If yu select this ptin yu will need t cmplete the Webhk Settings sectin. 5. After yu have finished selecting yur IVR settings, yu need t cnfigure Greetings. A greeting is the first message that yur respndent will hear as part f the IVR. A greeting can be inbund r utbund, r yu might nt need a greeting. Inbund: Use an inbund greeting if respndents will be placing a phne call int the IVR, r if they will be transferred in frm anther applicatin like Call Distributr. 3

4 Outbund: Use an utbund greeting if yu will use this IVR alng with a vice bradcast t have the system place calls t yur respndents. By using vic detectin yu can ensure ur system leaves the entire message n an answering machine and, if yu desire, allws yu t deliver ne message t a live persn and a different message t be left n answering machines. There are tw different types f vic detectin: Autmatic: This is the mst widely used vic machine detectin. An algrithm determines if the call is answered by a live persn r a vic and plays a different message based n that determinatin. Once the system determines that a live persn has been reached, it plays the apprpriate greeting and then mves t the first questin in yur IVR. When an answering machine is detected, the system waits fr a perid f silence befre playing the vic message and discnnecting. Nte: Due t the variatin in the way that different answering machines wrk and different phne carriers handle vic , autmatic vic detectin may nt always achieve 100 percent accuracy. Manual: In the manual versin f vic detectin, the respndent is presented with a prmpt t determine if the system has reached a live persn r a machine. In yur wn wrds, yu will prmpt the respndent t press any key if they are a live persn. If a key is pressed, the respndent will hear the live persn greeting and then the system will mve t the first questin f yur IVR. If n key is pressed, it is assumed an answering machine has been reached at which pint the system waits fr a perid f silence befre playing the vic message and discnnecting. N Greeting: In sme instances yu may nt need a greeting, such as if respndents are entering this IVR frm anther IVR r if they are being transferred in frm a live agent wh will prvide the greeting. 6. Once yu have specified which kind f greeting yu need, enter the script fr the greeting. Yu can use the fllwing ptins fr the greeting: Text t Speech: Enter the script that the system will read t the respndent Recrded Audi: If yu chse recrded audi, yu have three ptins fr prviding the audi: Upladed Audi: Yu can select a WAV audi file frm yur cmputer and uplad it. Call t Recrd: Once yu cmplete yur IVR, use the Call t Recrd buttn t have the system call yu and batch recrd all the greetings and questins yu marked as Call t Recrd in ne single sessin similar t recrding yur utging vic message. If using Call t Recrd, we recmmend that yu enter the script fr the audi, as the system will read that t yu during the call. 4

5 Questins 7. Once yur greetings are cnfigured yu can add questins t build yur IVR. Click the Add Questin buttn t begin. A questin has fur parts: Label: A shrt name fr the questin t identify it within the applicatin and within yur reprts. Message: The script that will either be read t the respndent using text-tspeech (TTS) r the audi file that will be played. If yu are uplading audi files it is nt required t add a message script, but if yu are using Call t Recrd t 5

6 create yur audi files we recmmend that yu enter the script as the system will read yur script t yu during the recrding prcess. Questin Type: Ifbyphne ffers a variety f questin types t allw yu t receive respnses frm yur respndents in bth structured and unstructured frmats. The types include: Message Only: Questin text r audi is played withut expecting a respnse. This type is widely used fr the last questin f an IVR t thank yur respndents. Message with Actin: Plays the questin text r audi fr the respndent. If the respndent presses a key during the message yu can take ne actin and if the respndent des nt press a key take a different actin. Yes/N: Respndent will answer either Yes r N. Multiple Chice: Respndent will chse ne f several answer chices. If yu are using vice recgnitin, the text in an answer chice field is what the system is listening fr t make the selectin. Fr instance, the system will say, Press 1 r say Sales if yu enter sales fr the first answer chice. T re-rder answer chices, yu can grab the gray 4-way arrw symbl t the left f the chice number and drag the chices t a new rder. Recrded: Respndent is prmpted t recrd their answer. Yu can specify hw lng t allw fr the recrding in secnds. It is recmmended that yu limit recrdings t 30 minutes (1,800 secnds) r less. T indicate the end f a recrding, the user can pause fr several secnds r press the # key. Recrded answers are available fr playback when reviewing the IVR results frm the Ifbyphne prtal. Yu may als transcribe these recrdings (additinal charges apply). See the Transcriptins FAQ fr mre infrmatin. Date: Respndent is expected t enter a date. If using the telephne keypad t enter the answer, use YYYY/MM/DD frmat. It is suggested that yu include these frmat instructins in yur questin text r audi. Time: respndent is expected t supply a valid time. If entered via the telephne keypad, the respnse shuld be in military frmat (00:00-23:59). If spken, the respnse shuld be in twelve-hur frmat including AM r PM (e.g. "ne PM"). It is suggested that yu include these frmat instructins in yur questin text r audi. If using Cnfirm Respnse, a respnse f "13:00" is read back as "ne PM." Digits: Expected respnse is numerical digits. If using Cnfirm Respnse, a respnse f "123" is read back as "ne, tw, three." Number: Expected respnse is any number. If using Cnfirm Respnse, respnse f "123" is read back as "ne hundred twenty three." Phne Number: Expected respnse is a 10-digit number. If using Cnfirm Respnse, respnse f " " is read back as "eight, seven, seven, tw, nine, five, five, ne, zer, zer." 6

7 Currency: Expected answer is in the frm f currency in dllars (n cents). If using Cnfirm Respnse, respnse f "50" is read back as "Fifty dllars." Next Actin: Signifies what yu want the system t d after the cmpletin f the questin in sme cases after the respndent answers the questin and in sme cases after the system plays the message. Yu may select ne f the fllwing actins: Next Questin: The system will simply mve t the next questin in the IVR. Depends n Respnse: Depends n Respnse allws yu t have the system perfrm a different actin based n the answer f the respndent. Nte: this actin is nly available fr questin types f yes/n and multiple-chice. Transfer Call: Rutes the respndent t the specified phne number. With Transfer Call yu can als specify sme advanced transfer settings. See the Appendix fr mre infrmatin. End Call: Discnnects the respndent frm the call. We recmmend that t gracefully end the call yu shuld use a Message Only questin type befre a Next Actin f End Call, allwing yu t thank the respndent. G t Anther App: Rutes the respndent t a Virtual Receptinist, Find Me List, Ifbyphne Vice Mail, Call Distributr, r anther IVR. Upn selecting this type, the drp-dwn menu expands, allwing yu t chse which applicatin t rute t. G t (Questin Label): Smetimes knwn as skip, this actin allws yu t send a respndent t a different questin within yur IVR after making a particular selectin r after a particular prmpt is played. Recrd Audi (if needed) 8. If yu specified any questins r greetings as Call t Recrd, the next step after yu have added in all the questins fr yur IVR is t recrd the audi fr thse questins/greetings. Click the Call T Recrd buttn t begin. 7

8 9. In Call T Recrd mde, the screen highlights the questins that yu need t recrd by utlining them in green. Enter yur phne number and click Call Me. The system will call yu at this number and walk yu thrugh recrding each questin r greeting. 10. Once yu have finished recrding all the questins/greetings, simply hang up and the audi files will be autmatically laded with the apprpriate questin and the audi type will be updated frm Call T Recrd t Upladed Audi. 8

9 If yu need t re-recrd any questin. Simply change the questin back t Call T Recrd and click the Call T Recrd buttn again. Test Yur IVR 11. The final step t cmplete yur IVR is testing it t ensure that it functins the way yu intended. Click Test and enter a phne number. Yu will be called n this number and cnnected t the IVR. This is equivalent t calling int an inbund IVR r receiving an utbund IVR as a vice bradcast. Once yu have finished editing yur IVR yu can cnnect it t ther Ifbyphne applicatins t allw respndents t access it. Fr instance: Allw custmers t call in t the IVR using Phne Ruting (Basic Services menu) Use the IVR as part f an utbund vice bradcast (Basic Services menu) Transfer respndents t the IVR frm a call center using Call Distributr (Advanced Services menu) 9

10 Appendix Clnes and Templates T speed up the creatin f an IVR yu can make a cpy (clne) an existing IVR r use ne f Ifbyphne s pre-built templates. Clne makes an exact cpy f the selected IVR. All questins and audi files will be duplicated but nt the IVR results. On the Main IVR page, check the bx next t the IVR yu wish t clne and click Clne. On the Edit IVR page click the Clne buttn. Enter a name fr the cpy f this IVR in the pp-up windw and click Clne. The clned cpy f the IVR pens and is ready t be edited. T use a template, g t the Templates page, lcate the template yu wuld like t use and click Dwnlad Template. Dwnlad the template t a lcatin n yur cmputer. Then frm the Main IVR page, click Imprt and select the template file frm yur cmputer. Yu can then begin mdifying the template t suit yur business needs. NOTE: Templates are files with the file extensin.jsn. Lck T prtect yur IVR nce calls are being placed t it, it is a best practice t lck it t prevent accidental editing. On the Main IVR page select the checkbx next t the IVR yu want t lck and click Lck. Frm the Edit IVR page click the Lck buttn Imprt Imprt allws yu t imprt a file and quickly create a new IVR. This might be useful if yu have mre than ne Ifbyphne accunt and need t recreate an IVR frm ne accunt in anther accunt. Yu can als use imprt t build an IVR frm a template. T imprt a file, click Imprt. On the ppup screen click the Chse File buttn and navigate t the file n yur cmputer. Then click Uplad File. Yur file will be imprted and will pen t the edit IVR screen s yu can view and mdify yur new IVR as needed. Nte: Imprted files must be in JSON frmat (.jsn). Exprt Exprt allws yu t save a cpy f yur IVR lcally. This might be useful if (1) yu have mre than ne Ifbyphne accunt and need t recreate an IVR frm ne accunt in anther accunt r (2) yu want t create a backup cpy f yur IVR fr safekeeping. T exprt an IVR frm the Main IVR page, select the IVR and click Exprt. Frm the Edit IVR page click the Exprt buttn. Navigate t where yu want t save the file and give it a name and click Save. Nte: exprted files are saved in JSON frmat (.jsn). 10

11 Advanced Transfer Settings If yu specify a Next Actin f Transfer Call, yu will see an Enable Advanced Transfer Settings checkbx. Advanced transfer settings allw yu t determine the call experience fr the IVR respndent and the recipient f the transfer. Yu can cnfigure: Maximum Call Duratin: Identify hw many secnds yu want t allw the call t cntinue. Give One-Minute Warning: Gives the respndent an autmatic warning when there is ne minute left befre the call will end. Prmpt t Accept Call: Prmpts the transfer recipient t accept (press 1 r say yes) r decline the incming call (press 2 r say n). Time s Up Message: Type in a message t play when the maximum call duratin has been reached. This field is ptinal. Whisper Message: The whisper message will be read t the persn answering the call. This field is ptinal. N Answer Message: Type in a message t be read t the IVR respndent if the number yu are transferring t des nt accept the call. Recrd Call: Check this bx t recrd all calls that g thrugh this transfer. Please nte that recrded calls are charged at 1.5 times the per-minute rate f the call. 11

12 Fr additinal assistance, call ur Custmer Success Team at r visit us n the web at 12