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--- en:module_manual:advanced:ivr [2013/12/09 13:38]
solo [设置目标]
+++ en:module_manual:advanced:ivr [2017/12/12 03:05] (current)
@@ Line 17: / Line 17: @@
 **Failover：** the setting when the main flow fails and where to turn to, and the cause to the failure: ivr reaches the max loop time; fail to call web service; fail to play broadcast; no target has been set to the flow; IVR fails to switch to the device. When these situations occur, the flow will be switched to this target set here.
+<note tip>导致失败的原因：
+  * ivr达到最大循环次数;
+  * 调用webservice失败;
+  * 播放语音出错;
+  * 本节点未设置任何转向目标;
+  * 转向源未匹配到任何转向目标;
+  * ivr直接转分机失败
+</note>
+以上几种情况发生时，流程会自动转入失败转向所设置的转向目标。
 **Failed Announce: ** this function is not enabled.
@@ Line 22: / Line 40: @@
 **IVR event url：**the http URL where the call events related to IVR are sent to ( program can be used to analyse the recordings). This can be left blank, and documentary recording is default. When using dialer dials IVR , and choose documentary recording, the system will record the ivr path into campaign call recording, and get the input of customers in the IVR .
+<note tip>该参数默认是隐藏,由系统配置文件中的 eventurl_display 参数来控制是否显示.</note>
 **Web Service time out：** in this main flow, when perform all acts related to calling web service, and the program runs out of time, it will lead to "fail over to".
@@ Line 82: / Line 102: @@
 <note tip>In the following three cases the system will end the read data action：
-  - 1, the input reaches the limit
+  -  the input reaches the limit
-  - 2, timeout
+  -  timeout
-  - 3, end with #, when user input #, system will think the input is done, so it's better don't use # as an input option
+  -  end with #, when user input #, system will think the input is done, so it's better don't use # as an input option
 In a read data action, if you know the input length, say a credit card number has 12 digits, it's better you add a input limit, then when user input 12 digits, system will continue, user don't enter # or wait for time out, if it's flexible length, you can ask user to end input with # key.
 </note>
 ==== Web Service ====
 调用外部webservice接口。↓
@@ Line 119: / Line 140: @@
 </WRAP>
 <WRAP column 45%>
-  * 系统当前时间
+  * systen current time
-  * 用户最后按键输入值
+  * last customer input
-  * 主叫号码
+  * caller id
-  * 接入号码(DID)
+  * DID number
-  * 呼叫流水号
+  * session id of the call
-  * 团队ID
+  * team ID
-  * 团队标识
+  * team identity
-  * 话务接入系统时间(当前通话开始时间)
+  * answer time
-  * 当前话务语言
+  * channel languange
-  * 当前IVR节点id
+  * IVR id
-  * 话务最后一个相关坐席工号
+  * last agent No.
-  * 话务最后一个相关坐席组id
+  * last queue id
-  * 业务模块类型
+  * business type
-  * 业务模块id
+  * business id
 </WRAP>
 <WRAP column 20%>
-<note important>注意大小写</note>
+<note important>Variable is case-sensitive </note>
 </WRAP>
 </WRAP>
@@ Line 217: / Line 238: @@
 {{:en:module_manual:advanced:ivr_dest_oroute.jpg?700|}}
-  * **Record**，
+  * **Record**，for call recording
 {{:en:module_manual:advanced:ivr_dest_record.jpg?700|}}
@@ Line 225: / Line 246: @@
 {{:en:module_manual:advanced:ivr_dest_dtmf.jpg?700|}}
-  * **Customer Visit**, system will record the caller id, generate a call back request and send to agents
+  * **Requect Callback**, system will save the caller id, generate a call back request and send to agents
 {{:en:module_manual:advanced:ivr_dest_request_callback.jpg?700|}}
@@ Line 366: / Line 387: @@
 使用系统中的任意一部内线分机，拨打第四步所创建电脑话务的内线号码50001，根据语音提示进行操作，看看每个环节是否正确，是否达到你预想的效果。
-===== 故障与调试 =====
+===== Debug =====
-<wrap em>1.当使用ivr获取数据模式时，如何调试我的代码？</wrap>
+<wrap em>1. How to debug my code when I want to use IVR to read data from a webservice?</wrap>
-你可以在程序中进行一个写文件操作，这样你就知道ivr是否调到你的程序了。
-如果未调用到你的程序，请检查获取地址和方法填写是否正确，以及网络上是否有限制，是否允许了ivr的访问。另外可以自行写个程序调用下你的程序，看看程序是否有错误。
-<wrap em>2.测试中，在电话上按键后没有反映(ivr不能向下流转)，依然重复播报语音</wrap>
+Usually you can write some message to a log file so you could know if IVR hit the webservice.
-如果使用的是内线分机，请在pbx模版页面检查分机模版的dtmfmode参数是否正确。
+If it didn't, please check if the URL and method is correct and if you have a network issue, or your firewall blocked the port. Alternatively, you can write another script to call your webservice, see if you got any error.
-如果是外部电话通过中继呼入，请在pbx模版检查中继模版的dtmfmode参数是否与线路商规定的dtmf编码符合。
+<wrap em>2. IVR has no response when you press via keypad. </wrap>
-还有可能是你的网关或其它设备的dtmf被禁用或配置不正确。
+Usually it's DTMF issue, make sure you are using correct dtmfmode, test from an internal extension will help, read [[:en:faq:how_to_choose_dtmf_mode]] for more information.
-<wrap em>3.电话进入ivr或在ivr某一个环节，未听到相关语音，通话就断掉了</wrap>
+<wrap em>3. Call hangup when you enter a IVR or IVR node</wrap>
-检查ivr中设置的语音文件是否存在。
+Check if the sound file exists

en/module_manual/advanced/ivr.1386596293.txt.gz · Last modified: 2017/12/12 03:11 (external edit)

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