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Multi-feature IVR Module (Advanced Feature)

Last updated: 2024-07-29 11:35:04
    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.",
    "dynamicEntries":"[{
    \\"digits\\": \\"1\\",
    \\"next\\": \\"01FN8J6WZ984WR9PP4ZZTC8YXS\\",
    \\"label\\": \\"Consultation\\",
    \\"name\\": \\"120b5ad2-6b6e-49e8-ade7-d952e7de6f32\\"
    },
    {
    \\"digits\\": \\"2\\",
    \\"next\\": \\"01FN8J92EH5HP4SBS5W4MXZD0J\\",
    \\"label\\": \\"Purchase\\",
    \\"name\\": \\"4ac833b5-9019-4ba9-8c5a-a11fb893dca2\\"
    }]"
    }

    Internal Line Transfer

    Prerequisites: Complete SIP Phone Registration. In this module, enter the extension number of the target agent SIP phone to transfer.
    
    Internal Line Transfer Module only supports the transfer of same length extension numbers. Set it here:
    

    Voicemail

    This module allows users to leave messages during inbound calls, and the message can be queried through service records.
    Users start to leave a message after the "beep", and end the message by pressing the # key.
    
    
    
    After leaving a message, you can play the message and download the message in the Voice Mail TAB of the service record.
    
    
    
    
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