Help Center/ Cognitive Engagement Center/ User Guide/ Tenant Administrator Guide/ Configuring Common IVR/ Typical Configuration Example
Updated on 2023-09-20 GMT+08:00
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Typical Configuration Example

Scenario

Carrier A needs to configure an IVR flow, as shown in the following figure.

Figure 1 IVR flow instance

Requirement Analysis

Table 1 describes the diagram elements involved in the flow instance configuration according to the analysis.

Table 1 Diagram elements involved in the flow instance

Involved Diagram Element

Description

Voice playback

Plays all voices required in the flow, including the welcome voice.

Language selection

Provides Chinese and English for customers to select.

Menu selection

Configures the following menus:

  • For Chinese service, press 1.
  • For English service, press 2.
  • For member information, press 1.
  • For self-service, press 2.
  • For cooperation service, press 3.
  • For manual service, press 0.

Voice playback and digit collection

Plays the voice "Enter the ID card number and press the pound key (#)."

Time selection

Configures the time for providing services.

Condition judgment

Determines the result.

Transfer

Transfers a call to a skill queue, an external number, or an agent.

Subflow

Transfers a call to the self-service subflow.

Procedure

  1. Prepare the required voice files.

    In this scenario, you need to prepare the following voice files: welcome voice, voice to be played when a flow is about to end, and service time notification voice.

  2. Configure the voice files. For details, see Configuring a Voice File.

    The configured voice files can be used only after being approved.

  3. Configure an empty main flow and an empty subflow. For details, see Creating a Flow.

    You are advised to configure the self-service subflow before the main flow.

  4. Edit the flow by referring to Editing a Flow. Figure 2 shows the editing process.

    Before using diagram elements to edit a flow, define all customized parameters involved in the flow, for example, the idCardNum parameter indicating the ID card number and the 3rdNo parameter indicating the number of a third party to which a voice call can be transferred.

    Figure 2 Flowchart of the configuration instance

  5. Release the flow by referring to Releasing a Flow.
  6. Configure the called route by referring to Configuring a called route.

Verification

Use OpenEye to dial the called number. If the voice call can be transferred according to the configurations, the flow configuration is successful.

Parent topic: Configuring Common IVR