Multiple Language Survey Design

The new survey designer is actually pretty powerful. As long as your app does not require back end integration (database, website, email etc.), it can pretty much define any interactive apps. This article explains how to handle branches in an IVR app. A common application is to ask the caller/callee to choose a language first and then the app branches to a language specific sub-app.

Handling Branches

The following figure shows how to set up branches in a node definition. In this example, the audio prompt asks the caller to select 1 for English and 2 for Spanish. Based on the answer, it branches to Survey in English and Survey in Spanish.

Posted in IVR Developer, IVR General, IVR Usage |

Inbound Phone Survey App

The survey app defined in the previous article can also be used for inbound voice survey.

To do so, simply go to Setup, PBX, IVR app, select the Edit button to change the app for the phone number. In the App field, select the survey app. Save the settings.

Now, call in and the survey app should answer the call.

Posted in IVR Developer, IVR General, IVR Usage |

Survey app error handling

The new survey app designer handles common errors (wrong input or no input) automatically. The default action is to repeat the node up till the max retry time.

Extra audio message for errors

In the Error Handling Options section, you can specify additional audio file to play when an error occurs. You can also define the max retry time.

If an audio file is specified for error handling, then the audio file is played before the node is retried.

Node Specified Error Handling

The generic error handling applies to all nodes. This is normally enough for most applications. If you would like to handle errors differently, you can add conditions in the node itself. For example, the following figure shows how to simply exit the survey if an answer is invalid.

Posted in IVR Developer, IVR General |