Record full audio for IVR app

Posted on March 26, 2012 | By Voicent

I have just set up a demo version of your IVR. Is there a mechanism available to record the full audio of the call, including what the caller would say other than to respond to a question that is part of the phone tree?

From our experience, recording the full audio of a call is usually not necessary. There are better ways to know what is going on with an IVR system.

There are many drawbacks of using audio recording for analysis purpose. You need to spend a lot of time listen to these recordings and they are hard to collect statistical data through automation. These recording files also take up a lot of disk storage, especially for a busy site with many simultaneous incoming calls.

The preferred way is to log customer selection for each of the choices or stages you are interested in. This logging information, in addition to caller ID and call time, can be saved to a simple log file or to a relational database. These data can then be used for further analysis through programs like Excel or custom programs and scripts.

Voicent IVR Studio has built-in support for these features, so it should be easy to set it up.

Record Phone Conversation

Logging cannot help to know what the conversation is. This you need to use recording. To turn on recording for all calls that are transferred to agents, open Voicent Gateway, select Setup > Options > Call Transfer Tab, then select “Record every transferred call automatically“. In addition, if you do not want to set global recording for transferred calls, there is a “Recording” button on an agent’t popup screen.

What if you want to listen

Voicent offers a product called “Call Center Manager”, which can be used to monitor or listen to a particular phone line or agent. The call monitoring happens in real time.

Posted in IVR Usage |

Password verification by phone

Posted on March 7, 2012 | By Voicent

I was wondering if I could do the following thing using your Studio Application:

1. Get a number from the caller
2. Send the number parameter to as web request.
3. Get an answer from the web with the correct password.
4. Ask the caller for his numeric password
5. Verify the password give with the password that the web server sent.
6. If correct, ask for another number then send it to the server.
7. If incorrect, give another chance and hang up.

Is that possible using your Studio Application with SIP lines?

Yes, it should be relatively easy to implement with Voicent IVR Studio.

Use the digits element to collect a number from the caller; use another digits element to collect the password. Then use the built-in web action to sent HTTP POST request (with the id and password entered) to your website. Use the web return to check whether it is correct or not. Create two child element to handle the correct and incorrect answers.

We have instructional video in the IVR studio tutorial also.

Posted in IVR Developer, IVR Usage |

Setup Museum Guide

Posted on March 7, 2012 | By Voicent

I’ve just downloaded your product, was hoping to set up a trial run for a museum-type educational phone system, where we can give people a number to dial to find out about site A, another number to find out about site B, etc. The help video seems to be for setting up other services, and the support center page doesn’t appear to have this type of system, that I can find. Can you tell me where I should go on your web site, or in the tutorial, for help on setting up this kind of system?

I am most interested in the pay-as-you-go phone system, such as Guide By Cell type of service. Your price seems reasonable. But we’d have at least 70 recordings that we’d need to be able to deliver. Thanks for your help.

First, thank you for trying Voicent software. To setup a self-guide system, you can use Voicent Flex PBX or Voicent IVR Studio product. For simple system, you can use Flex PBX, and all you need to do is setup multiple levels of auto attendants to deliver your audio recordings. If you want to customize further, getting more information from your web site, you can use Voicent IVR Studio.

When you start Flex PBX program, select Help > Product Walkthrough… from the program main menu. Take a look at instructions on how to setup an auto attendant. It should be easy to set up a menu such for press 1 to go to site A, press 2 to go to site B, etc. You can then create sub-menu (another level of auto attendant) to handle more choices for site A or B.

In terms of pricing, Voicent software is a one-time purchase. There is no per month fee. Optionally, you can pay to renew the support contract and always get the latest release. Once you purchased our product, the only think you need to is your phone bill. But for incoming calls, it is usually pretty cheap. For example, Callcentric sells a 2 channel incoming number for about $3 a month.

Posted in IVR Usage, PBX |