You can drag and drop to assemble multi-feature IVR modules to build more complex inbound processes.
External Line Transfer Module
This module is used to transfer inbound calls to external phones.
Key Parameter
Description
Sample code
Tag
You can define the name of this module
Transfer to External Line
Prompt Playing During External Line Transfer
Waiting music during line transfer
You can select the system's preset waiting music
External Line Transfer Caller Number
The number used for outbound calls during the transfer to the external line. The drop-down menu displays a list of all the numbers that the system can use for outbound calls.
020-6624XXXX
External Line Transfer Contact Number
The external number that needs to be called during the transfer to the external line
010-7654XXXX
Number Collection Module
The Number Collection module uses voice announcements to guide users to input information through keys (DTMF). The user's input information will be stored in the set variable name.
An API Call module generally needs to be connected after the number collection node, and the number collection variable is given to the third-party system interface in the form of an input parameter for business processing, and then the result is injected into the subsequent IVR process in the form of an output parameter to achieve customized IVR requirements. An example is as follows:
API Call Module
The API Call module supports third-party systems to inject custom business parameters into the IVR process by configuring HTTP APIs. Other module nodes in the IVR process can use these business parameters.
Maximum Number of Errors: The system will retry after the API call fails. This configures the number of times the API call is allowed to fail.
Timeout (Seconds): The timeout period for each API call
Default Value: In case of an API call failure, the variable will be assigned a default value.
Note:
In a situation where all API calls fail, the system will automatically proceed to the next node.
API Request Address: Any customer URL that supports public network access
METHOD: POST
Content-Type: application/json;charset=utf-8
request:
Parameter
Type
Description
Request parameter 1
String
Request parameter specified in IVR configuration
Request parameter 2
String
Request parameter specified in IVR configuration
Request parameter N
String
Request parameter specified in IVR configuration
Supported system parameters:
Parameter
Type
Description
${SystemCallerNumber}
String
Caller Number
${SystemCalleeNumber}
String
Contact Number
${SystemSessionId}
String
Conversation ID
response:
Parameter
Type
Description
Response Parameter 1
String
Response parameter specified in IVR configuration
Response Parameter 2
String
Response parameter specified in IVR configuration
Response Parameter N
String
Response parameter specified in IVR configuration
Example:
https://www.customurl.com/fetchVariables
Request
{
"Callee":"008618621500000"
}
Return
{
"Score":"95"
}
Conditional Judgment Module
This module adds various condition branches through the configuration and can execute logical routing combined with system parameters and business parameters injected by the parameter-passing module. Condition branches support operation syntax including judgment: equal to, not equal to, greater than, less than, greater than or equal to, less than or equal to, and.
Default Branch: A special branch that provides a bottom-line feature. If all branch logic judgment fails, the system will follow the default branch.
1. Through the parameter-passing module, the third-party interface is called to pass in the caller number, and access the score parameter value.
2. In the Conditional Judgment module, scoring is divided into four different levels, each following four different branches.
Below is a sample:
Prompt Module
Dynamic Announcement: The Prompt Module can use ${variable} to support the system in broadcasting dynamically input third-party parameters.
Note:
If the text involves the announcement of Arabic numerals, it is recommended to use Chinese characters, for example: "Press one for consultation, press two for sales".
Use Dynamic Variables to Input Audio: Users can use dynamic variables to input existing audio IDs (the dynamic variables used here are the output parameters of the API call module). Users can input existing audio file IDs in dynamic variables, and the system will automatically associate with the related audio files for playback. If the audio file ID corresponding to the variable does not exist, the pre-set content in Play Sound will be used.
Note:
1. To use this feature, you must first configure the interface call module.
2. When variable acquisition fails, the pre-set playback content above will be played.
Transfer to Agent Module (Access Specific Agent List)
URL:https://{custom_url}?action=specifiedSeat&version=1
METHOD: POST
Content-Type: application/json;charset=utf8
REQUEST:
Parameter
Type
Description
RequestId
String
Request serial number
Timestamp
Numerical value
Unix second-level timestamp
SdkAppId
Numerical value
Contact center instance ID
SessionType
String
Session type, currently only "tel"
User
String
User's number (with 0086 prefix)
RESPONSE:
Parameter
Type
Description
RequestId
String
Request serial number
ErrMsg
String
Error description
ErrCode
Numerical value
Error code
SeatEmails
String array
Designated agent list
SkillGroup
Numerical value
Designated skill group ID
Branch Module (Enable Dynamic Branch)
The branch node in IVR supports the dynamic branch feature. The business party can build the dynamic branch structure on their own through third-party parameters. Set the dynamic branch option to active, and choose the dynamic branch parameter as the third-party business parameter passed in by the passing parameter module before the IVR process. For the format of the dynamic branch parameters, see below.
Note
The parameter in the parameter-passing module corresponding to the json array format needs to be converted to a string.
Dynamic branch parameters:
Parameter
Type
Description
digits
String
Key information corresponding to the branch, value: 0-9, #, *
name
String
Unique ID of the branch, it’s recommended to mark each branch with a unique GUID
lable
String
Chinese description of the branch (it will be reflected in the call history along with the key information)
next
String
Next-hop node name (click the node to access from the title bar)
Example:
https://www.customurl.com/fetchVariables
Request
{
"Callee":"008618621500000"
}
Return
{
"tts":"Press one for consultation, press two for purchase.",
Yes
No
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