Channel Settings for IVR

Use IVR settings when you want to add a voice channel to Aisera assistant. Before adding IVR channel, you have to make sure to add integrations for STT (Speech to Text) and TTS (Text to Speech)

Step 1 - IVR channel - Basic settings

It shows the name of the channel. The secondary channel lists the alternate response method for certain answer types. For example - serve KB articles via email

Step 2 - IVR channel - General settings

These are the setting on step 2

Provide the language - Language code of the Aisera assistant

Intro Flow Trigger Phrase - Trigger a flow with this phrase. Used for initializing and dynamically welcoming the user

No User Input Timeout - No user input timeout in milliseconds. Bot will react with message or hangup based on other setting below after this timeout

No User Input Giveup Retries - Number of times the no user input will be triggered before hangup

No User Input Bot Prompts - Voice prompts to be played on no user input event. You can specify multiple inputs separated by a new line. The bot will select one of the prompts randomly.

No User Input Bot Disconnect Prompts - This bot will be played after max number of no user input events have reached and the bot is ready to disconnect.

User Input Not Understood Prompts - Prompt to be played when STT model was not able to confidently transcribe ( understand) the user’s input.

Bot Error Prompt - The prompt played when a system error occurred.

Bot Transfer Error Prompt - The prompt to be played when error happens during transfer of call.

Hangup On Transfer Failure - Check this box, if you want to hangup after a failed transfer after playing a message.

Call Recording - Check this box if you would like to record the caller audio voice on the request details page.

Step 3 - IVR channel - Speech to text settings

Primary STT integration *

Select the STT integration that you would like to use with this channel

Step 4 - IVR channel - Text to Speech settings

Primary TTS integration - Select the primary TTS integration that you would like to use with this channel

Voice Name - This is the ID of the voice talent (speaker) to be used to respond to caller

Secondary TTS integration - Select the secondary TTS integration that you would like to use with this channel

Voice Name - This is the ID of the secondary voice talent (speaker) to be used to respond to caller when primary does not work