Operator: Configuring a Common IVR

Introduction to the IVR Flow
Before configuring an IVR flow, you are advised to understand related concepts, such as flow status and flow operations.
Managing Voice and Video Resources
A voice or video file carries a piece of voice content. After a voice or video file is associated with an IVR flow, the system can play voices based on the file after a customer enters the IVR flow in a voice call. To enable voice playback, you need to create a voice or video file in advance based on site requirements.
Configuring a Common IVR Flow
An IVR flow is a voice transfer flow predefined by a tenant administrator of a tenant space, including the main flow, subflow, and exception handling flow. An agent can select an IVR flow or directly call the called route associated with an IVR flow to transfer a voice call to the IVR flow.
Configuring Robot Tracking
After the IVR is referenced by an agent, the agent can view the detailed information about the IVR flow in the contact record.
Configuring a Called Route
A called route refers to the called number associated with an IVR flow and consists of an access code and an extension code. A customer can trigger the IVR flow by directly dialing the called number or connect to the called number of the CEC through the core network. A called number can be associated with only one IVR flow. An IVR flow can be associated with multiple called numbers.
Configuring a Flow Track
By adding a calling number and using the OpenEye to call a called route that has been associated with an IVR flow, you can view the track of the flow after the voice is transferred to the IVR, for example, the transition of each diagram element in the flow, for fault locating.
Configuring IVR Recording
Querying Flow Transfer Records
A customer initiates a voice call to an agent. The call is transferred to a third party after a self-service flow is triggered. After the customer is in a call with the third party, the recording is enabled during call. The customer can query the flow transfer record and download the recording to resolve problems.
Typical Configuration Example
This section describes a complete IVR flow instance and the functions of each diagram element.
Diagram Elements
This section describes the names and functions of the diagram elements involved in a common IVR flow and how to use the diagram elements.