Most IVR systems are for inbound applications. Voicent IVR Studio is for both inbound and outbound IVR applications. Plus, IVR Studio supports integration with outbound applications, such as Voicent BroadcastByPhone Auto Dialer.
While we recommend having some IT experience and programming ability, you only need two things to use IVR Studio:
- A PC:
A desktop or laptop computer with Windows 2003/XP/2008/Vista/Windows 7, 8 operating system.
- A Phone Service:
It can be a VOIP/internet phone service, a PBX system with SIP extensions, or a traditional analog phone line (requires voice modem and XP operating system).
VOIP Services like
- Call Centric
IP PBX systems like
SIP Trunks like
Analog Phones like
- Analog phone lines
- Vonage Hard Phone
If your customization does not require integration with databases, websites, or software programs, you can create your customization without any programming knowledge. IVR Studio allows you to design a complete interactive application with simple point-and-click ease.
IVR Studio is also used to integrate Voicent inbound and outbound applications with other programs. It has built-in support for accessing databases, SMTP email servers, web sites, and any Java-based programs.
IVR Studio is also used as an inbound IVR deployment platform for interactive voice and text applications. IVR Studio is not only a design tool, it also contains Voicent Gateway, which is a VoiceXML gateway as well as a 2-way SMS gateway.
A good starting point for your own application is to copy one of the sample IVR applications included in the IVR Studio program. You can open these samples from the Library menu of the program.
To configure these extensions, please check the user manual for your PBX system. Normally you can find sections for configuring extensions for SIP softphones, such as x lite. You can also Google the term “Avaya IP office SIP extension” (or whatever system you’re using) for more info. Once you have these extension configured, you should make note of the SIP credentials for the extensions.
To configure Voicent to use those extensions, open Voicent Gateway, select Setup > Options > SIP tab, click the Add button. You should see a dialog window for you to enter the SIP credential of one extension there. (The dialog window looks similar to the configuration window for x lite, so check your PBX manual to see how to enter the SIP credential info). Normally, you need to add separate SIP accounts for each extension.
information is relayed to the caller by using a Text-To-Speech (TTS) engine, which reads aloud text in specified data fields.
There are two types of prompts: normal text and audio file. When normal text is used, the gateway automatically converts it to audio using text-to-speech engine. If it is audio file, the gateway simply plays the audio file.
When a variable is used, the gateway may not know what type of item is being referred to. For example, if you use a database operation to get an audio file, and save the audio file path in a variable, then you must specify the type of the variable.
For normal text items, you may also further specify the prompt format.
For example, if you have a text item “2032345″the text-to-speech will say it as “2 million …?, but if you specify it as “phone number”, then the system will say it as a telephone number; and if you specify it as “DTMF”, then the system will send DTMF tones 2032345 (as if you pressed key 2, key 0, and key 3,…).
In most cases, you want to use IVR Studio. Not only you will have a clear view of your application, but also you can save a lot of time by not having to type in the low level VoiceXML code.
If you have to dynamically generate VoiceXML code in your application, then you have no choice but to use VoiceXML directly. In this situation, you will still benefit from using IVR Studio. Under the hood, IVR Studio automatically generates VoiceXML files and deploys them to Voicent Gateway. You can use these generated VoiceXML files as a starting point for your program.