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We will create a simple IVR, it will first play the voice “welcome to use asterCC, if you want to know more asterCC product details, press 1, for agent, press 0”, if the client press 1, they will hear a new voice, if they press 0, it will transfer them to 0.
Add Sound File
Uploading Sound File
- go to Advanced → Sounds
- select the file you want to upload
- after the upload, you can playback the sound file on web page
Creating sound files
Professionnal recordings can be created with applications on smartphones. For iOS, we have had good experience with WavePad. For Android, we like Tape-a-Talk. Use the wav format with a sample rate of 8kHZ and a sample size of 16bit.
Add Announcement
- go to Advanced → Announcements，click Add
- after saving, it gives a multi-language config interface, we just select the sound file “welcome” and click “Add”
At this time, please use English and Chinese for language choice. Other languages can cause the IVR to malfunction. Fix is on the way.
- same as above, we add another announcement “instruction”
Add an IVR
- Please refer to: Add Agent Group，add a agent group in system
- go to，Advanced → IVRs, click [Add]
- in Failover and Failover To, we select Queue and 600, means when the ivr failed, it will go to the queue
- after saving the IVR, click “Action” to config the action
- in this action, system will play a message and waiting for customer input (4 digits max)
- when customer press 1, it will go to queue 600
- try check if customer input match any extension, if yes, go to the extension
set the dest to another IVR, we can get a complicated IVR flow
- when all this is done, we can dial the extension of the IVR (in our case, this is 9010) to test the IVR.
- we can check asterisk log to see what customer entered
