Configuring an Access Code

Your customer service hotline is allocated by the platform. The number will also be the value of the system variable SYS.calledNumber in your flow.

The OIAP supports the access in the following scenarios:

Voice navigation: applicable to the general voice chatbot scenario.
Intelligent outgoing call: applicable to the scenario where the flow is automatically triggered during an outgoing call.
Chatbot: applicable to the scenario where the text chatbot is used.
IVR flow: applicable to the scenario where the AICC is connected.

In this example, the first scenario is used.

Procedure

Choose Configuration Center > Flow Configuration > Intelligent IVR.
Choose Chatbot Management. Click Add.
Enter information as shown in the following figure, click Confirm, and save the configuration.

Figure 1 Adding a chatbot access code
- Chatbot Name: Enter a customized name.
- Chatbot Access Code: Enter an identifier for associating with the flow when a called party route is added in the IVR or AICC.
  - In the public cloud scenario where the OIAP is integrated with the AICC, this code is automatically generated. The system automatically synchronizes the flow access code information to the WAS console.
- Dialog Type: Select Voice navigation.
  The mappings between dialog types and scenarios are as follows:
  - When the chatbot interacts with a customer using voices, set Dialog Type to Voice navigation.
  - When the chatbot is connected to text chat platforms of the AICC as an intelligent text chatbot, set Dialog Type to Chatbot.
  - When a chatbot survey is required for outgoing calls, set Dialog Type to Intelligent outgoing call. This function is not enabled in the current version.
  - When the traditional key pressing function is required on the AICC, set Dialog Type to IVR flow. This function is not used on the OIAP. You can choose Configuration Center > Flow Configuration > Flow Management on the AICC to configure flows.
- Flow Code: Select a released orchestrated flow. If a flow has been upgraded for multiple times, that is, the same flow code has multiple versions, the drop-down list displays only one flow and does not display the version information. When a customer initiates a call, the backend selects a flow version based on the calling number of the customer. If the calling number of the customer is within the number range specified by the gray rule of a flow version, the flow of this version is preferentially selected. Otherwise, the default flow is selected.
- Number of Calls Processed Only by Agent: This parameter is used to distinguish the maximum number of calls directly transferred to manual service from the maximum number of calls transferred to manual service after consultation during report statistics. The default value is 3.
- Packet Capture: Set whether to enable the packet capture session service of VoiceCyber.
  - Enable: After this function is enabled, the system automatically sends a request to VoiceCyber to start packet capture when receiving an incoming call. The request is a necessary condition for starting VoiceCyber recording in the subsequent process.
  - Disable: No VoiceCyber service is used.
- How to match the flow only with the intention in the specified domain?
  When configuring the access code, set the ID of the specified domain. Ensure that the configured domain has been activated.
- The Packet Capture parameter is available only when the system has been connected to the VoiceCyber system. For details, see "Commissioning Functions > Commissioning Intelligent Services > Commissioning VoiceCyber Voice and Video Recording" in AICC Commissioning Guide.
Choose More > Bound Domain next to the new chatbot to set its domain range.

In addition, you can bind Q&As to the chatbot, and the chatbot preferentially matches the result of the Q&As.