How to configure a IVR in Dialogue Studio

Introduction

Let’s start with a simple scenario. How do you build an IVRInteractive Voice Response (IVR) is a telephone application to take orders via telephone keypad or voice through a computer. By choosing menu options the caller receives information, without the intervention of a human operator, or will be forwarded to the appropriate Agent. in Anywhere365 Dialogue Studio? In this scenario we are going to make an IVR with 3 options which will continue in the Anywhere365 smart routing options.

 

Preview

 

Configure

We are going to start with a “Incoming conversation” node. This node only listens to audio/video and is connected to our server using SignalR.

Steps:

  1. Drag and drop Incoming Call Node

  2. Open Node

    1. Select / Configure server

    2. Filter on Audio/Video

 

Next is greeting the customer and providing the options, this can be done with a “Ask and Wait” node. In here you can type the text, this will be converted to speech using the Microsoft Text to Speech engine. Also we are going for a DTMF tone (Specific amount of tones). But we could also have went for a Key Phrase.

Steps:

  1. Drag and drop Ask and Wait Node

  2. Open Node

    1. Enter text you want to play

  3. Connect end of Incoming Call node with begin of Ask and Wait Node

 

Addition we are adding an “Say”, for if the customer doesn’t respond fast enough.

Steps:

  1. Drag and drop Say Node

  2. Open Node

    1. Enter text you want to play

  3. Connect timeout of Ask and wait node with begin of Say node

  4. Connect end of Say node with begin of Ask and Wait node

 

To map the DTMF tone to a Skill, we will be using a “Switch”. We check if the “payload.dtmf” equals one of our expected numbers, otherwise go to an “Say” telling the customer to try again.

Steps:

  1. Drag and drop a Switch Node

  2. Open Node

    1. Change Property to msg.payload.dtmf

    2. Add an option for each DTMF choice

      For example: == 1

    3. (Optional) Add the option otherwise as escape

  3. Connect result of Ask and Wait node to begin of Switch Node

 

(Optional) We are adding an “Say”, for if the customer makes a incorrect choice.

Steps:

  1. Drag and drop Say Node

  2. Open Node

    1. Enter text you want to play

  3. Connect otherwise of Switch node with begin of Say node

  4. Connect end of Say node with begin of Ask and Wait node

 

(Optional) If you want to give the customer an answer before continuing to the action, you can add a say node.

Steps:

  1. Drag and drop Say node

  2. Open Node

    1. Enter text you want to play

  3. Connect option of Switch node with begin of Say node

 

Now that we have the menu in place, we can continue with an action. In this case we are continue to a Skill.

Note The Skill needs to exist on SharePoint, Learn More

Steps:

  1. Drag and drop Enqueue node

  2. Open Node

  3. Enter the name of the Skill

  4. Connect the end of Say / Switch node with begin Enqueue node