ICTContact Auto dialer is bundled with an interactive web-based IVR Designer that enables its users to design custom IVR menus as they choose. IVR Designer is simple, easy to understand and is based on drag-and-drop feature. Once user has created an IVR, ICTContact can broadcast and plays these IVRs to its customers.
IVR Designer allows you to create advanced telephony systems with a simple drag-and-drop interface. The user can pick any application from the toolbar area, then drag it to the main drawing area and drop it. This will create that application at the dropped location. Its drag-and-drop interface makes it easy for users to create voice response applications in a web browser. IVR Designer’s toolbar contains the applications to create an IVR. Read IVR Designer Tutorial
Following is a brief description of IVR applications.
Call Answer: Call answer applications answers an incoming call
Call Hangup: Hangup application forces a call to be disconnected.
Get Input: get any input request from your IVR.
Play Audio: Plays a sound file. You can use a sound files from Recording section in the settings area.
Call Transfer: The Transfer application connects the active call to a specified phone number of an agent. This number is referred as Extension number in ICTContact.
Call Record: The Record application can either create a recording, which starts with a beep and ends with the user pressing pound, or it can record the remainder of the call.
Options Menu: Options Menus are used to gather keypad input from the user. Each menu node requires at least one "Play" node to present options to the user, and one or more "Key Press" nodes to handle the incoming key presses.
Answering Machine Detection (AMD): It detects after answering of a call whether it is Human or Machine. Then on the basis of this decision, user can perform any action.
Do Not Call (DNC): DNC Application add a number to DNC list.
Text-To-Speech (TTS): TTS application allows user to enter text that will be played as sound.
Say Alpha: Say Alpha application allows you to enter alphanumberic value or select some variable and then plays that value.
Say Digit: Say Digit application allows you to enter digits or select some variable and then plays that value.
Say Number: Say Number application allows you to enter some number or select some variable and then plays that value.
Say Date: Say Date application allows you to enter date or select some variable and then plays that value.
Say Time: Say Time application allows you to enter time or select some variable and then plays that value.
URL in IVR Designer
In IVR Designer URL option is given for integrating IVR with a third party software.
You have created an IVR and you want when user presses any digit ICTContact should invoke any third party API and should take an action on another software then you require integration of IVR with an other software and this feature in IVR will assist you well.
In URL field API is mentioned during the integration process. When the user presses a digit, ICTContact calls API that was saved earlier, and proceeds further.
Url feature in IVR Designer is a step towards automation and it can help your business grow. This campaign is beneficial for many businesses especially the companies that provide some services to its customers and some kind of subscription is required in the process like cellular network companies.
Inbound IVR Campaign
IVR campaign dials number from contact list, on answer by the recipient, play recorded message and if recipient presses desired key, it forwards recipient to a live agent for further call handling. User can create an Inbound campaign. This type of campaign works like IVR system. User publishes incoming numbers (DIDs) and interested callers call this/these number and listen a prerecorded voice message. If caller presses desired key, the call will be forwarded to live agents for further call handling.