Creating a Simple IVR

Issues and queries related to IVRs in IVR Designer of ictdialer

Creating a Simple IVR

Postby falak » Sat Jun 16, 2012 1:11 pm

In this topic, we'll create and demonstrate a simple IVR that can be used to broadcast through ICTDialer. We'll consider the following scenario as displayed in the screenshot below:

IVR.png
IVR.png (30.19 KiB) Viewed 6135 times

This IVR depicts a simple scenario where a message first will be played to the call recipient. He/She then presses some key. If keys are 1, 2 or 3. Then corresponding recordings/TTS will be played. Then call just hangs up.

We'll refer to each blue block in the image above as an "Application" and lines moving from an application to other application as "Actions". These applications are processed by ICTDialer from left to right. That means left most "Start Application" will be processed first and right most "Hangup Application" will be processed in the end.

Now let's discuss the call flow in the above scenario. As discussed above, first application that ICTDialer process in every IVR is the "Start Application". This tells ictdialer system from where to start the call after call is received by the recipient. Next Application to be processed will be the one that is linked with "Start Application". We call this as the Action. So Action of "start Application" points to "Get digit Application". This application plays a pre-recorded message that is set from the dropdown list while creating the IVR in the designer. In the meantime, this (get digit app) waits for the call recipient to enter some DTMF keys. (In this particular example, we are handling actions for digits 1, 2 and 3 only. If any other key is pressed, call will simple hangup). Now when call recipient presses some key, this will trigger Action of "Get digit Application" that points to next application i.e. "Options Menu Application". This application simply takes the value from "Get digit App" and performs decision making that which application to execute next on basis of pressed key. In this example, if call recipient presses 1, then "Play Audio Application" will be executed that is attached against small square present in front of 1. Similarly, if call recipient presses 2, then "Play audio Application" will be executed that is attached against square present in front of 2. Similarly, if call recipient presses 3, then "TTS Application" will be executed. If call recipient presses any other key, nothing will happen and call will simple hangup. Finally, when any of the 3 applications run, call flow will be transferred to the last application. This last application is actually "Hangup Application" that will hang up the call.

Similarly, you can create any number of scenarios and connect any number of applications together to achieve required IVR.

Note: "Get digit Application" and "Options Menu Application" should be used together in order to perform decision making in the call flow.
falak
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