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 flow itself can be found here, but this page is solely to contain the scripts for uploaded recordings for all announcement and menu audio 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 below.
Setup
On the left, you can add and configure IVRs and their menu trees which follow the structure and naming convention listed in the linkedbelow pagesection. above.On the right, MP3 or WAV audio files below 1Mb can be uploaded to be used within the IVRs. There is a built-in validator to ensure there are audio files in the mandatory places for calls to be handled correctly.
When adding an IVR or clicking "modify" on an existing IVR, the Edit IVR screen will open. On the left, the Announcement Audio selection is for audio files to be played only once when entering the IVR, and the Menu Audio selection is for audio files to be played after the Accountment Audio, and repeatedly after User error events such as timeout or invalid entry. This audio can be controlled in the User error audio selection, which currently only plays a built-in female voice "Sorry".
On the right, there are multiple options to route calls based on user entry, between direct transfers to extensions, sending to other IVRs, or connecting to other menus through a transfer. Depending on the setting of Repeat on error, after the error limit is reached the call will terminate.
Call 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:
- 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!) - 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 (#)
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.