Document description
Created: October 2018
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The application "IVR via ASR with Directory" extends the capabilities of the application "Dial by name / Directory" and allows you to create IVRs with voice control.
The customer can say the first and last name of the employee with whom he wants to contact, or say one of the keywords configured in the dialplan. After that, the call will be transferred to the specified employee / dialplan number.
Configuration example
The variable ASR_IVR_PROMPT allows override the welcome message of the original application. In example: "Please say the name and surname of the person you are looking for. Or, sales, support, or administration."
To specify a list of keywords, the variables ASR_IVR_PATTERN_X are used, where X is the ordinal number of the rule: 1,2,3 .. and so on. 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 context is used by default).
After setting all desired variables, set the application "IVR via ASR with Directory".
Available options
| № | Variable | Values | Description |
|---|---|---|---|
| 1 | ASR_IVR_PROMPT | string | allows override the welcome message of the original application |
| 2 | ASR_IVR_PATTERN_X | string (keyword1,keyword2, number) | where X is the ordinal number of the rule: 1,2,3 .. and so on (note: the patterns numbers should be definitely 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 context is used by default; to change destination context, use variable ASR_IVR_DIALPLAN) |
| 3 | ASR_IVR_DIALPLAN | string (dialplan name) | allows change destination context for the numbers, specified in ASR_IVR_PATTERN_X |
| 4 | ASR_DIALBYNAME | yes (default) / no | allows disable search by employee first and last name |
| 5 | ASR_IVR_ATTEMPTS | number (default value = 3) | allows change the number of failed attempts to recognize before moving to the next priority |
