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.
Channel Name
Create a name for your IVR channel
Step 2 - IVR channel - General settings
The second step of the IVR Channel settings allows you to include content that you want the application/bot to play in specific scenarios.
The follow table describes the parameters on the Step 2 window.
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
Post Welcome Message Flow
Specify a custom workflow that triggers after the IVR Channel plays the init/welcome message, such as when you want to authenticate the user before they proceed with the assistant. Make sure the end of the workflow asks the user - "How can I help you?". That will make sure the user response is treated as a new request after the post welcome message flow.
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
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.
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
The third step allows you to specify speech-to-text settings, as shown below.
Select the STT integration that you would like to use with this channel
Step 4 - IVR channel - Text to Speech settings
The fourth step allows you to specify text-to-speech settings, as shown below.
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
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