IVR for Mitel ICP PBX

Posted on October 29, 2010 | By Voicent

Hi! I have a potential customer that has a Mitel ICP 3300 PBX with SIP service. If not mistaken, their current release is the 4.0. Active software load: 10.0.0.10_2. They need an IVR that can integrate with their PBX system. I definitely think that the Voicent IVR is the perfect solution and we are considering becoming Voicent resellers for this and other opportunities. Please advise if possible, provide steps on how to test with the X-Lite softphone.

Voicent IVR Studio, or any other Voicent software, should work with any SIP compatible PBX system or VOIP services. Here are the steps for testing:

1. Test with X-Lite softphone
The first step is to make sure a SIP softphone works with your PBX or VOIP service. We recommend to use the free x-lite softphone for the testing.

Check your PBX admin manual for steps to setup a SIP extension or softphone extension. For Mitel, you can check their document site (http://edocs.mitel.com) for details. Once the extension is setup, get the SIP credentials for the extension, and enter them to configure your X-Lite softphone.

At this stage, you do not need Voicent software. So if you have problem, check the vendor website and support, X Lite user forums, or just google “setup x PBX for x lite softphone”.

2. Configure Voicent software

Once it is working with X Lite softphone, it should be easy to setup Voicent software, which acts as a softphone. You do not need x lite in order to use Voicent software. If you need to make and receive simultaneous calls, configure multiple PBX extensions first, then setup Voicent software to use these extensions.

First download Voicent software and install. To configure Voicent software as SIP extension(s) to your PBX system, open Voicent Gateway > Setup > Options > SIP tab, click the New button, enter the SIP credential there using the same information you use for setting up X Lite. Click OK, the gateway should restart, and you should be all set. If you need more information, check the Quick Start Guide in the installation pacakge or from Windows Start Button > All Programs > Voicent.

3. Test Voicent Software

The best place to get started is to open the Voicent product, select the Help main menu, then select Product Walkthrough.

Posted in IVR Usage, PBX, VOIP |

Play recording based on Caller ID

Posted on October 27, 2010 | By Voicent

I saw on your tech knowledge base how to Setup IVR Application based on Caller ID and saw that you need the CRM. What I would like to do is play a recording based on the caller ID. So if someone from area code 212 calls, I play a particular message and if the call is from area code 305 I play another message. Is this possible with IVR Studio?

No, you do not need CRM.

The Caller ID information is available in IVR Studio as global variables, which can be accessed anywhere from your IVR applications. They are named __VG_CALLER_ID_NAME__ and __VG__CALLER_ID_NUMBER__. For outbound calls, the called number and name are __VG__CALLED_NUMBER__ and __VG__CALLED_NAME__. For more details about using variables, please take a look at the IVR product walkthrough, accessible from the program Help menu.

Put the variable in the transition condition, so if it equals to 212, the control goes to one branch of the IVR application; if it equals to another area code, the control goes to another branch.

One thing to note is that you may not receive the caller ID information on the first ring. So make sure to set up to answer incoming call with your IVR application on the 3rd or 4th ring. This setting is on Voicent Gateway > Setup > Options > Inbound tab.

Posted in IVR Usage |

Custom service IVR app

Posted on October 26, 2010 | By Voicent

I need a custom service that is similar to your survey application. The summary need is to dial an 800 service to gather information on a consolidation loan. Eventually I would like to add a voice recognition capability. The specific steps are:
- call 1-800-xxx-xxxx.
- press 1 for English
- after about five seconds press 2
- enter the 9 digit SSN.
- Record result The automated system reads back your SSN and you press 1 to confirm the number.

You could use Voicent IVR Studio to create such an IVR application. For outbound call, you need Voicent BroadcastByPhone auto dialer.

The best place to start is download the software and take a look at some of the sample applications. Most of the steps to create your IVR application should be straightforward. The following are just usage tips.

1. Create a new design for Broadcast By Phone auto dialer

Select File > New (for Broadcast By Phone). This will create an IVR application that can be used with the auto dialer.

2. Create a DTMF prompt item

To have the system to press 1, you need to create a DTMF item. For details, please see the related section in enter long distance access code.

3. Wait five seconds

There is no wait function in IVR Studio. But it should be easy to create such effect. All you need to do is create an audio prompt, and set it to play an audio file that contains 5 seconds of silence.

Posted in IVR Usage, Outbound IVR |