Typical Configuration Example
This section describes a complete IVR flow instance and the functions of each diagram element.
Scenario
Carrier A needs to configure an IVR flow, as shown in the following figure.
Requirement Analysis
Table 1 describes the diagram elements involved in the flow instance configuration according to the analysis.
Involved Diagram Element |
Description |
---|---|
Voice Playback |
Plays all voices required in the flow, including the welcome voice. |
Select Language |
Provides Chinese and English for customers to select. |
Menu configuration |
Configures the following menus:
|
Play Voice & Collect Digit |
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
- 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.
- Configure the voice files. For details, see Managing Voice and Video Resources.
The configured voice files can be used only after being approved.
- 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.
- Edit the flow. For details, see 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.
- Publish the flow. For details, see Publishing a Flow.
- Configure a called route. For details, see 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.
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