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The Article describes how to configure IVR with voice control using ASR in Dialplan. Created: October 2018 Permalink: https://confluence.wildix.com/x/ZYDIAQ |
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IVR via ASR in Dialplan
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A customer can pronounce the first and last name of an employee with whom he wants to contact, or say one of the keywords configured in Dialplan. After that, the call is transferred to the specified employee / Dialplan number.
Requirements
- Per user systems (feature not available for lifetime PBXs) with Premium license
- “en” or “en-us” languages
Configuration
- Create a new Dialplan procedure and specify the destination numbers. For example, 1 - Sales; 2 - Support; 3- Administration
- Use "Set" Dialplan applications and the followings variables to adjust the call routing:
| № | Variable | Values | Description |
|---|---|---|---|
| 1 | ASR_IVR_PROMPT | string | allows overriding the welcome message of the original application. For example, "Please say the name and surname of the person you are looking for. Or, sales, support, or administration." |
| 2 | ASR_IVR_PATTERN_X | string (keyword1, keyword2, number) | where X is the ordinal number of the rule: 1,2,3 etc (note: the pattern numbers should be placed in the numerical order). The variables are used to set keyword lists. Keywords are listed separated by commas. The last value is the number to which the call will be transferred if the recognized text matches one of the keywords (the current procedure is used by default; to change the destination procedure, use variable ASR_IVR_DIALPLAN) |
| 3 | ASR_IVR_DIALPLAN | string (Dialplan procedure name) | allows changing the destination procedure for the numbers, specified in ASR_IVR_PATTERN_X |
| 4 | ASR_DIALBYNAME | yes (default) / no | allows/ forbids searching by first and last name of employees |
| 5 | ASR_IVR_ATTEMPTS | number (default value = 3) | allows changing the number of failed attempts to recognize before moving to the next application |
- After setting all desired variables, set the application "IVR via ASR with Directory"
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