Callcentric IVR Setup

Callcentric has a built-in IVR utility that allows for practically infinite permutations of menus, auto attendant scripts, and scriptable interactive call flows using Call Treatments. The way that the IVR is configured is covered in a separate page. This page is solely to contain the scripts for uploaded recordings for all announcement and menu autoaudio files when read through NaturalReader software "Guy Online (Natural) (Free)" voice read at x1 speed extracted using Audacity software using the Windows WASAPI loopback device as an audio recording into a WAV file, which can be easily uploaded through the portal as described in the separate page.

0aivCall Tree Key

Audio file names are based off of the menus where they are used, with the character in parenthesis the announcement or menu option the file represents. Files that begin with 0 refer to common elements shared among multiple root hotlines. Items in red are options are either planned but not implemented or ideas pending discussion.

IVRs in the 0 zone:

• 0. a. iv. Common - English - Org Info
  Non-Default Parameters: Timeout: 0 sec
  Comment: with no Last Route setting configured, the call just drops per the documentation. It would be nice to send this back "up" a menu but unfortunately it doesn't appears that there is any option that allows you to select the previous IVR menu.

Hotline Roots:

1. Main - Language (Root Hotline)
   a. Main - English - Menu
   Non-Default Parameters: Repeat on error: 3, User error audio: Sorry
   i. To Get Connected: Simultaneous ringing to Mesh Room and Marco/VM
   ii. Tech Support: Single forward to Marco/VM
   iii. Buildings Projects Fiber: Single foward to Mesh Room
   iiii. Org Info: Special forward to IVR 0.a.iv - Org Info
   b.  Grand - Spanish- Menu (doesn't exist yet!)
   c. Grand - Chinese- Menu (doesn't exist yet!)
2. Grand - Language (Root Hotline)
   a. Grand - English - Menu
   Non-Default Parameters: Repeat on error: 3, User error audio: Sorry
   i. To Get Connected: Simultaneous ringing to Mesh Room and Marco/VM
   ii. Tech Support: Single forward to Marco/VM
   iiii. Org Info: Special forward to IVR 0.a.iv - Org Info
   b.  Grand - Spanish- Menu (doesn't exist yet!)c. Grand - Chinese- Menu (doesn't exist yet!)

IVR Recordings and Phone Scripts

Comment: The pound keys are not truly configurable in Callcentric, and despite the script advising its use to repeat the menu, it triggers the User error audio and subsequently the Last route if pressed after the third failure, which disconnects the call.

0 - Repeat Menu (#)

To repeat this menu, press pound.

0a - Root - Language - English 

To continue in English, press 1.

0ai - Root - English - Get Connected

To get connected to the mesh, press 1.

0aii - Root - English - Tech Support

For technical support, press 2.

0aiv - Root - Org Info

At any time, press pound to repeat.

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0b - Root - Language - Spanish

0C - Root - Language - Chinese

1 - Main - Language

Thank you for calling NYC Mesh.

1aiii - Main - English - Buildings Projects Fiber

For buildings, projects, and fiber installs, press 3.

2a - Grand - Community (A)

NYC Mesh is glad to be part of your Grand Street Guild community.