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IVR (Interactive Voice Response) Operation Manual

Copyright © 2012 Agile Networks, Inc. All Rights Reserved.

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Table of Contents Screen set (user information) Optional Feature of Agile Cloud PBX. This manual explains "IVR (automatic voice response) operation". In the sample configuration, we are guided by two examples of in-house call center and home audio guidance. Table of contents

1. Introduction .................................................................................................... P. 3 The IVR ………………………………………………………………………………. P. 4 IVR Usage ……………………………………………………………………………. P. 4

2. Configuration Example ……………………………………………………………. P. 5

Audio file (announcement) Creating ~ Audio file Administration………………… P. 6 Configuration Example (1. In-house voice guidance use / 2. In-house call center) ………………………. P. 7 Setting Example 1. ~ Use of the in-house voice guide ………………………….. P. 8 Routing ………………………………………………………………………………… P. 9 Outside business hours outside of the transfer, transfer extension …………….. P. 10

Schedule management ………………………………………………………………. P. 11 Administration specified date ………………………………………………………... P. 12

Setting example 2. At-home call center …………………………………………….. P. 13 At-home call center …………………………………………………………………… P. 14 Consecutive connection of the IVR …………………………………………………. P. 15 Schedule Management ………………………………………………………………. P. 16

３．Index ………………………………………………………………………………… P. 17

Preferences …………………………………………………………………………. P. 18 Operation settings ………………………………………………………………….. P. 19 -20 Operation settings (routing) ……………………………………………………….. P. 21 - 22 Audio file administration …………………………………………………………… P. 23 Schedule management ……………………………………………………………. P. 24 Register specified date ……………………………………………………………. P. 25

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1. INTRODUCTION

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INTRODUCTION

IVR It is an Automated Voice Response. It is one of the UID, device extension, etc. call channel UID Combination. IVR Usage

§ Routes (Person who order in the sales department) Press the number 3 for example “Please push the button” varies depending on call destination.

§ Will be at 19 hours Outside announcement will play.

§ Play announcement were recorder freely. Available Agile phone extension can also be

recorded.

§ External numbers can be transmitted.

§ Call the extension number that you specify.

§ After the announcement, the content of the telephone is recorded.

§ By schedule, announcement flow is change.

§ Specified date can be registered (Such as anniversary).

1.) Use by your company voice guidance [Settings] Routes Outside business hours announcements. Forwarding outside business hours (Support). The content of the telephone is recorded after the announcement. The schedule flow announcement change. You can register on the specified day schedule (Anniversary, holiday, holidays, etc.). [Installation instruction] UID à Buy DID à Create an Audio File à IVR Configuration

2.) In house call center [Settings]

§ At home, regardless of location arriving on. § Running for 24 hours. Rotating shifts of 3 to 4 people operator. § IVR continuous-call (Other IVR call). § The schedule, Time of day and day of week Allowed arriving at the different UID.

[Installation instruction]

§ Recommended Device, UID required à Purchase DID à Create an audio file à IVR Configuration

3.) Index

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2. Configuration Example

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Creating an Audio File (Announcement) ~ Audio file Administration

The Audio File First, Creating an Audio File. Voice mail announcement, Push button according to routes announcement, During Business hours, and Play different announcement during out of the office business hours to the purpose created together. <Set the Audio File> Steps to Create

a. Even if there is no recording environment, Using Agile Phone recording is possible. 1. Operation Settings Please set as follows. In “Branch Number” Located at the bottom of

the screen, Choose the: “Voice Record” operation.

2. The Use of Agile Phone from the extension phone, Announcement content can record it.

“Basic Settings” set in “Extension” (Example: 200) I Applied.

3. The Audio file that was created, in the “Audio File Administration” “No.0” completed, during recording always overwritten and saved.

b. If there is a recording environment, please prepare the following data. Create data in the form of WAVE (. Wav extension) and upload it. ※ it is not likely to be able to play some audio file, please confirm the playback after a phone call setting. ※ you can only use less than 5M bytes format WAVE · Mono · 8000Hz · file size (. Wav extension). Recommended (PCM) uncompressed. ※It is limited to 16 bits of data.

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Configuration Example (1. In-house voice guidance use / 2. In-house call center)

Use of in-house voice guidance

In-House Call Center

1.) Internal use Example

What I want to do?

Routing (Sales department who misuse, please press the number 3 " Such as, Push button By the calling destination Changes). Announcement outside business hours Forwarding outside business hours

• According to the errands of other departments – Branch office etc. turns.

• Specify forwarding external numbers. • Call only specified extensions. • Announcement outside business hours • Announcement specified after passing the answering machine

record. • Scheduling flow changes the announcements. • You can register to the schedule specified date (Anniversary,

vacation, holidays, etc.) What will you do first UID-required - Buy phone number à Creating an audio file 2.) In-house Call Center What I want to do is Free inbound location (Each operator at home, Regardless of the

location of the incoming). 24-hour operation Daily more than one person, shift on rotating basis depends on time zone (At home for a day of the week, switch the (UID) inbound by time zone terminal) IVR Continuous connection (Other IVR call)

What will you do first UID-required - Buy phone number à Creating an audio file

Main  phone  number   IVR  

1  

2  

3  

Business  

Related  Payment    

Support  

IVR  

Mon  Tues  

Wed  IVR  

Thur  Fri  Sat  Sun  IVR  

Mon  IVR  

Tues  IVR  

Wed  IVR  

Thur  IVR  

Fri  IVR  

Sat  IVR    Sun  IVR  

0～6  

I6～12  

12～18  

18～24    

Tokyo  Osaka  Nagoya  Hakata  etc.  

Operator of the four 24 hours a day, 6 hours of each shift system receives a call. Telephone number is the same (03 - XXXX - XXXX), but the receiver terminals A (Tokyo) → B (Osaka) → C (Nagoya) → D (Hakata) by the time zone changes.  

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Configuration Example - Use of in-house Voice Guidance Editing

1.) Use of In-House Voice Guidance

※ Example on Agile

Preferences

1.) Typical set of IVR: Configure here the incoming number, the routing operation – Pay in relation turns into.

1.) What you want to do

Routing (Sales department who misuse, please press the number 3 " Such as, Push button By the calling destination Changes). Announcement outside business hours. Forwarding outside business hours.

Required steps Purchase of UID à Voice Recording → Settings Specific settings Settings

• Main phone number after the incoming, Things to do in accordance with the other departments, branch office etc.

• Specify forwarding external numbers. • Call only specified extensions. • Announcement outside business hours. • Announcement specified after passing the answering machine

record. • Scheduling flow changes the announcements. • You can register to the schedule specified date (Anniversary,

vacation, holidays, etc.)

Required UID • Terminal extension, softphone, UID to call • Phone Number x 1 • IVR x 1

Main  phone  number  IVR  

1  

2  

3  

Business  

Related  Payment    

Support  

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Route ~ Operation Setting

Routing and

[~in the department “press Number 3”, push-button by changing the destination of the features that call. This page is also selected by calling extension after you allow branching out. Procedure 1.) From the screen “Operation Settings”, check the “Routing”.

2.) Branch Number = a Push Button

At the bottom of the screen “Routing (Branch) Configuration”, Perform Push button allocation. 1. At branch #1, Operation: Select extension call. Calling destination + Calls form UID

(Terminal) to check.

In this case, 1 à Business, 2 → Support, 3→payment relation as it is.

3.) I select the audio file that you have created in advance.

Audio File à Guidance by a/the announcement, furthermore the setting is necessary in the case that the routing continues.

No sounds à after the ring, It is connected with direct operator etc.

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Outside Business Hours External Forwarding, Transfer

Extension ~ Operation Settings Outside Business Hours External Forwarding A phone call outside Business hours, it forwards it to the outside line forwarding address that I designate here. Installation Procedure [Operation] To set the following.

1.) Check the “Use limit response time” 2.) Select the response time 3.) "It overflows and processing" from the selection of "forwarding" 4.) If an/the announcement is necessary “Audio File (Overflowed process)” Set up. 5.) “To Forward Number (overflow processing)”, Enter the forwarding phone number.

Transfer of outside business hours extension The telephone that has been linked in business overtime is forwarded to the extension number that puts in a/the check here. Installation procedure

1.) ~ 4.) Is done in the same way as "external transfer of non-business hours."

5) Select "Call extension" in the "Operation", From “Call destination +”, insert a/the check to the

extension that I want to call.

Now select the destination operating hours of transfer was completed. Next time, do the work correlated (schedule) the destination and the date and time.  

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Schedule  Management  

Schedule  Management:    In this case,  this has been set up to “Operation Setting”, specifically, how to set the date to apply. ※ Prior to opening hours for the holidays, such as external announcements (sound file) prepare. Up to 5 different settings (schedule) is possible to save.

1) If the outside business hours on weekdays, in agile is 10:00,19:00 00:00 to 24:00, Settings are made outside business hours of the announcement select the “setting”, Check “Enable”. Now, the next day from 19:00 until 10:00 hours, except, after-hours announcement flows.

2) The holidays, 00 :00 to 24 :00 on the day of the holiday from the day you select. For occasional holiday is set by "register the specified date" of the next item.

3) Outside business hours, if you choose to transfer to an outside extension transfer or, if you enable the 19 :00 to 24 :00 Set by external forwarding, transfer extension is applied.

                                                             

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For a given day Administration ~ REGISTRATION DATE

Registration Date "Schedule Management" Manage the regular holiday. Other holidays, such as vacation season and set a date or anniversary, "The schedule management." "Holiday" will be considered.

Recording voicemails outside office hours ~ Process Overflow

Recording voicemails outside office hours Specify not only the announcements; it is also possible to keep record of the content of the telephone voice mail. Holidays, “wraps the business day”. “Please I help you?” After such an announcement, the message can be recorded.

1. “Operation setting” following the setting screen. 1.) Use the response time limit 2.) "The response time of the Settings."  3.) Overflow processing: Select the "Voice Mail"  4.) With voice recording UID (overflow processing) from UID, to select the

recording.  

2. “In Schedule Management ", Select the configuration number, wants to apply to set the time, day, etc. . .

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EXAMPLE 2 ~ Home Call Center  

 

 24 hours a day, 365 days of the operation at home call center            

         

     

             Installation  Procedure    

1) UID• Purchase a phone number. UID call is recommended, Softphone which usable with the PC, You can call such as iPhone and Android, Smartphone, UID etc...

(Operator location is fixed; if you do not already have a terminal that has to leave the UID available is recommended)

2) Check the "Do not use" routing. 3) At the bottom of the screen in “Operation”, select “Other IVR Call”.

Required UID – DID

• Telephone Number (telephone number x 1 = 1 units) • IVR x 10 • The IVR increases by only the number of divergence. • IVR set can be saved in the number of five, on Mondays, Tuesdays, Wednesdays and

Saturdays, Sundays, Thursday and Friday, is divided into two.

2) Home Call Center The things I want to do

Location free of incoming (Each operator is at home, regardless of the location. In incoming) 24 Hours The number of people per day, automatic switching by time zone of the shift system. (To home, Day of the week By that time, incoming terminal (UID to switch between) IVR continuous connection (other IVR call)

The first thing to do UID required – DID Purchase à Audio files created

IVR  

Mon  Tues  

Wed  IVR  

Thur  Fri  Sat  Sun  IVR  

Mon  IVR  

Tues  IVR  

Wed  IVR  

Thur  IVR  

 Sat  IVR  

0～6  

12～18  

18～24    

Tokyo  Osaka  Nagoya  Hakata  etc.  

Operator of the four 24 hours a day, 6 hours of each shift system receives a call. Telephone number is the same (03 - XXXX - XXXX), but the receiver terminals A (Tokyo) → B (Osaka) → C (Nagoya) → D (Hakata) by the time zone changes.  

 Sun  IVR  

 FRI  IVR  

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An at-home call center

Setting  At  [Basic  Setting],  select the phone.

1) Typical set of IVR Select the main phone number to call from the other party.

2) Typical at the IVR, IVR is divided into On Mondays, Tuesdays, Wednesdays and Thursday

and Friday on Saturdays and Sundays IVR. 1. "0" setting set the following contents.

Routing: "I do not use routing" Operation: The other IVR call à At “Other IVRUID / with voice recording UID”, Select the “On Mondays, Tuesdays, Wednesdays IVR”

2. Save the changes 3. Set “1” Also in the same settings. This time, the Choose IVR Thursday and

Friday on Saturdays and Sundays. → save changes

"On Mondays, Tuesdays, Wednesdays choose IVR”

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Consecutive connections of IVR ~ IVR call other

2)This time, The UID “On Mondays, Tuesdays, Wednesdays IVR” Each day of the week calls the IVR (Here is a Monday IVR access settings.)

1. Set the following content “Setting 0”.

Routing: “I do not use the routing” 2. Operation: “Call other IVR” à At “Other IVRUID/UID Voice Mail recording” à choose

IVR“On Mondays, Tuesdays, and Wednesdays”. Operation: “Call other IVR” à At “Other IVRUID/UID Voice Mail recording” àSelect IVR on Monday.

3. Save the changes. 4. Also set "Setting 1" "Setting 2" on IVR Tuesday and Wednesday. Then Save Changes.

3) This time, at the “UID IVR Monday”, for each period of time UID to call (Terminal) can

switch the settings. By the time forwarding destination changes the setting, behavior associated with the setting and schedule management. 1. Set the following content “Setting 0”.

Routing: “I do not use the routing”. 2. Operation: “Call extension” à You check the terminal operator to arrive between 00:

00-6:00. 3. Save the changes. 4. 'Set 1' through '3', as well as each time zone （ 6:00-12:00, 12:00-18:00, 18:00-24:00）

sets.

                                                             

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Setting example 2 ~ Home Call Center

Schedule management ※ save settings is possible up to five. Select call which setting (setting 0 setting 5) IVR any hour on Monday.

1. Select the setting 0 2. Select the start time. 3. Select the end time. 4. Select the day of the week. 5. Save your changes.

                                                                 

   

3)1 Week: creates same setup IVR from Tuesday until Sunday.

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3. INDEX

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Index Basic Settings

1) UID (Device ID) Select to set UID 2) UID Name You can enter the UID name. 3) Affiliation You can enter department name. 4) extension Set the incoming Extension number 5) Incoming phone number Set the incoming phone number. 6) Caller ID Sets the caller ID used when forwarding to an outside line.

1  2  3  4  

5  6  

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INDEX Operation Settings

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INDEX Operation Settings

If you limit the number of incoming channel, the 'full treatment' applied to the incoming excess. Also, in the 'the behavior of the ‘Routing'. Select the 'forwarding' and 'call extension', Response time, elapsed run a 'full operation'. ① Time Limit for response You can set the value of 5 to 30 seconds. The 'behavior' routing, An ‘Extension ring’ or required when you set the 'transfer'. Fixed time call à if the operator is not answered or the like are blocked, Disconnected. ‘Overflow process’ The routing ‘Operation’, ‘Call extension’ or required when you set the 'transfer'. Call response time is configured and executed, exceeded the response time also produces the absence, run ‘Overflow process’.

② Inbound Channel I checked the "Use Inbound Channel limit." ③ Number of Inbound Channel 1 - (the maximum CID Channel - 1) set up. ② incoming channel I put a check in "Do not use the Inbound Channel limit."

Contents of each overflow processing Setting method ① Play busy tone "Winnie, Winnie” A busy tone after playing will end the tone.

‘Play busy tone’ Checking

② Audio playback “Audio file (Overflow Processing) Set to play a sound after a call to put an end to finish.

Check the "audio playback." ↓ “Audio file (Overflow processing)” Selection (Set of audio files, see p.23)

③ [Voice Mail] “Audio file (Overflow Processing) Set to play a sound, “UID recording" voice mail (Overflow handling)” a UID that was set for voice mail recording.

Check the "voice mail" ↓ Audio file "(Overflow processing ") Selection (Set of audio files, see p.23) ↓ Select voice mail UID recording (Overflow processing) We will start the recording of the selected Voice Mail to UID

④ Forwarding “Audio file (Overflow Processing) Set to play a sound, “Forwarding number (Overflow process)” Set in the phone number to transfer.

Check the "Transfer" ↓ Audio file "(Overflow processing ") Selection ↓ (Set of audio files, see p.23)

⑤ Repeated calls “Audio file (Overflow Processing) Set to play a sound, Call, after you repeat the process to run. Make a call waiting at the end of the audio playback.

Check the "repeated calls"

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Index Operation settings (routing)

① Branch Number

The branching by the push button is possible to 9 patterns.

② Operation

Choose operation after the incoming.

③ Audio file

Choose audio file to be played back immediately after the call.

④Other IVR / UID Voice Mail recording

“Operation” at “voice mail” Set only if selected. UID you have selected will do the Voice Mail to record.

⑤ Forwarding number

“Operation” at “voice mail” Set only if selected. Set the destination phone number.

⑥ Comment

You can enter a comment up to 20 characters.

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2    

3    

4    

5    

6    

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Index Operation settings (routing)

③ Call Extension Put a check in the UID you want to call.

Operation Operation Contents Setting ① Unused If it is set to “Use a routing”, Number is

pressed Later, incoming voice files to return to play.

Select the "unused" Operation

② IVR call other After playing the "Audio File", "The other IVR UID" delivered to.

Operation “IVR call” → Select the audio file → Select which calls another IVR UID

③ Call extension After playing the "Audio File", “Callee” UID that is checked in to make a call.

Operation “IVR call” → From "+ callee", Select the UID to call  (At the bottom of the page)

④ Forwarding

Later play  "Audio File", will be forwarded to Number "Transfer".  You can use the process overflow (p.20).

Select "Transfer" Operation →  Select the audio file → Number "Transfer" Setting.

⑤ Voice Mail Later play  "Audio File", “UID voice mail recording” do the recording of the Voice Mail.

"Voice mail" Operation → Select the audio file → from Other IVRUID UID transfer recording Voice Mail, Select UID for voice mail recording.

⑥ Input extension After playing "audio file", Makes a call reception and to enter the extension.

"Enter the extension number" operation → Select the audio file.

⑦ Audio playback only After playing "audio file", I want to end the call.

Select only "audio playback operation" → Select the audio file.

⑧ Voice recording [Audio file] administration does a recording for uploading. Always overwrite recording.

See p.23

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2    

3    

4    

5    

6    

7    

8    

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Index Audio File Management

<Set the audio file> Operation settings - Audio file recorded with voice recording, Upload files of WAVE format (. Wav extension), Download, You can manage.

1) Press the "Browse" button. 2) Select the data in WAVE format (. Wav extension) and upload it.

※ If you do not have, such as recording, "Voice Record" from the Operation settings Can be recorded from the phone set. ※ There are some audio files that you cannot play, Please confirm the playback after a phone call setting. ※You can only use less than 5M bytes format WAVE · Mono · 8000Hz · file size (. Wav extension). Recommended (PCM) uncompressed. ※It is limited to 16 bits of data.

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Index Administration Schedule

◊ Schedule Day of the week, Time, You can manage the operation settings in the specified date schedule.

Schedule management Schedule management and [Operation settings] Setting is 0 ~

Setting 5 will make association.

① Enable Put a check on what you want to enable. ② Priority 1 → 2 → 3 → 4 → 5 → * Are performed and evaluated in order ③ Setting number Schedule and [Operation settings] Setting is 0 ~ Setting 5 will

make association. ④ Start time Set between 00：00～23: 55. Increment is 5 minutes. ⑤ End Time Set between 00:00 ~ 24:00. . Increment is 5 minutes. ⑥ Day Can be switched ON / OFF by clicking the icon. "Setting" is

[Register Specified date] Can set. An example: The specified date January 1, (Monday) “Setting” is executed only when ON, The value of the "month" will be ignored.

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Index Register Specified Date

◆ Register the specified date Public holidays, and other specified a specific day as a day schedule can be reflected in the register.

① Monday Register specified date from April 1-12. ② Sunday (comma separated) 1/1・1/2・1/3・1/10 When you register on the day

specified, In January 【1，3，10】enter. ③ Set the Holidays When you press the button, Holiday of the month of the

year is automatically set the date "(comma separated)".