Tegsoft IVR System

IVR(Interactive Voice Response) is a technology that facilitates remote access to computer systems, enabling customers to perform various operations through the DTMF keypad or speech recognition features, all without the need for assistance from an agent.

• IVR is widely used in contact centers to route calls efficiently, deliver information, and handle routine tasks without agent intervention.
• It is extensively applied across industries such as banking, insurance, municipalities, healthcare, education, and e-commerce.
• IVR enhances communication with self-service options, improves customer service through efficient call routing and personalization, and increases efficiency by automating tasks and handling high call volumes.

Tegsoft IVR takes these capabilities further by allowing you to choose the IVR type and design call flows for both simple and advanced tasks. This flexibility enables businesses to efficiently manage inbound and outbound calls while easily adapting to evolving requirements.

Tegsoft offers different types of IVR to meet various operational needs:

• Basic IVR: It allows customers to navigate menu options by pressing keys or using voice commands, directing their calls based on their selections. The system can automatically handle both inbound and outbound calls, reducing wait times and providing information without needing an agent. It can be customized to respond according to the originating queue and whether the call is made during business hours. Additionally, the system can automatically transfer calls to queues or manage situations like no input or timeouts as configured by the company.
• Complex IVR: It allows multiple announces to be played in sequence, enabling personalized interactions such as using the customer's name. It supports intricate call flows with loops to handle incorrect inputs or timeouts by directing calls to queues or extensions. The system can translate numeric inputs into text in the desired language and easily add or modify announces. When Complex IVR is selected, a new Announce tab is appeared, and announces must be arranged in the correct sequence to ensure they play in the desired order.
• Functional IVR: It executes specific functions, such as calling web services or performing database operations, to enable dynamic responses based on real-time data. Basic coding knowledge is required to utilize this IVR model effectively. Support from the Tegsoft technical team or Tegsoft Partners is recommended to ensure successful configuration and operation.
• JSON IVR: It uses JSON to define IVR workflows and configurations, providing flexibility and ease of customization.
• Application IVR: Basic coding knowledge is required to utilize this IVR model effectively. Support from the Tegsoft technical team or Tegsoft Partners is recommended to ensure successful configuration and operation.

These options allow businesses handle calls effectively and match their unique requirements.

Step-by-Step IVR Definition

To set up an IVR that suits your needs, first log in to the system. Then, go to the MANAGEMENT section in the menu toolbar, where you will find the IVR option.

Step 1: Log in to the system

Step 2: Go to the Management section

Step 3: Tegsoft IVR Menu - Ready to Define

Manage Announce Files

When defining an IVR, the initial step is to manage the announce files. These files are essential for configuring the IVR, as the system cannot function without them. Additionally, since these files are processed according to specific rules to produce voice responses, they must be accurately prepared.

In the manage announce file interface;

• New announces can be uploaded, existing ones downloaded, played, or deleted.
• Bulk announces can be imported via Excel. Files must be in 8 KHz 16-bit PCM MONO WAV format for playback.
  

Tegsoft IVR types consist of both shared and unique fields. This section begins with an overview of the common fields and then provides a detailed explanation of the unique fields specific to each type.

Common Fields
Details

IVR Timeout Settings

DTMF

Information To Agent Screen
This section is designed to deliver information captured via DTMF directly to the agent, including personal details such as customer numbers or phone numbers. This feature is necessary to provide the flexibility to display or hide information on the agent's screen. Details such as phone numbers can be shown or concealed as needed, ensuring that only relevant information is visible for efficient and secure interactions.

IVR Designer
The IVR Designer shows the flow of the IVR starting from the selected point, providing a clear overview of the subsequent steps and their interactions.

BASIC IVR

Basic IVR - Details

Basic IVR - DTMF
Clicking "+" creates a new DTMF. The added one can be deleted by pressing the DTMF "-" key.
Each DTMF is assigned a number and must have a target type (e.g., call queue, intercom, repeat IVR, or voicemail) and destination based on the announce's content. Ensure call queues are defined in the system. All redirections must align with the available system channels.

COMPLEX IVR

Complex IVR is similar to Basic IVR but includes extra features like playing multiple announces and using rules to create dynamic messages. It supports announce types like dates, numbers, or currencies and allows playing them in sequence, making it more flexible than Basic IVR.

The definitions of Complex IVR and its DTMF routing are the same as Basic IVR. However, in Complex IVR, the "Announce" field is moved to a separate tab, allowing for more advanced announce management.

Complex IVR - Announce
In the Announce tab, create a new announce with "+" and delete it with "-". Use the listening button to preview it. After adding, complete the required fields and select the appropriate announce type, paying attention to numerical expressions. Assign numbers to defines the reading order (smaller numbers first). These numbers are unrelated to DTMF. Customers hear a personalized greeting followed by announces. Set up DTMF directions after finalizing the announces, ensuring they align.

FUNCTIONAL IVR

It is the IVR flow that acts as a bridge between complex IVR and application IVR and performs tasks such as comparison, voice recording initialization, reading data with HTTP REST api. Since the functional IVR is between the application IVR and the complex IVR, it may require very basic programming knowledge to understand the operating procedure. Unlike basic and complex IVR, it doesn’t route with DTMF. It is not for DTMF, it is an IVR flow designed to perform task or to make comparisons.Field names and descriptions are given below.

The common descriptions mentioned above are same and when the functional IVR type is selected, the following additional fields appear.

Functional IVR - Details

Functions Syntax And Descriptions

JSON IVR

JSON IVR refers to the Tegsoft IVR system, which utilizes JSON (JavaScript Object Notation) to define and manage call flows, configurations, and interactions. By utilizing JSON, the IVR system can organize menus, prompts, user inputs, and integrations with backend services in a clear and standardized format.

Advantages of JSON IVR:

• Flexibility: Enables quick updates and modifications without coding complexity.
• Scalability: Capable of handling complex and growing interaction needs.
• Error Reduction: Minimizes mistakes, saving time and increasing efficiency.
• Cost-Effectiveness: Lowers operational costs by reducing the need for extensive development and maintenance.
• Adaptability: Easily adjusts to changing business requirements.

JSON IVR configuration consists of three main sections:

Request: Defines an HTTP request to an external service for gathering or verifying information.

Actions: Specifies operations to perform based on the response from the request, under predefined conditions that determine the appropriate actions.

NextOptions: Directs the subsequent steps in the call flow by evaluating predefined conditions based on user inputs and system responses.

1. Request Section

The request section configures the HTTP call to external services.

Note: All Functional IVR commands are valid within this section.

2. Actions Section

The actions section specifies operations based on the API response.

Note: All Functional IVR commands are valid within this section.

3. NextOptions Section

The nextOptions section defines the next steps based on evaluated conditions.

{
  "request": {
    "serviceClientType": "JSONServiceClient",
    "method": "GET",
    "url": "YOUR_SYSTEM_DNS.tegsoftcloud.com/checkVIP.php?PHONE=C{PHONE}",
    "requestHeaders": [
      {
        "accept": "json",
        "authentication": "yourTokenHere"
      }
    ],
    "requestBody": {
      "parameter1": "value1",
      "parameter2": "value2",
      "parameterN": "valueN"
    }
  },
  "actions": [
    {
      "condition": {
        "operator": "EQ",
        "parameters": ["response{resultCode}", "200"]
      },
      "type": "SETVAR",
      "parameters": [
        "customerType:response{customer.type}",
        "accountCode:response{customer.accountId}"
      ]
    },
    {
      "condition": {
        "operator": "NEQ",
        "parameters": ["response{resultCode}", "200"]
      },
      "type": "SETVAR",
      "parameters": ["requestError:TRUE"]
    }
  ],
  "nextOptions": [
    {
      "condition": {
        "operator": "EQ",
        "parameters": ["response{requestResult}", "TIMEOUT"]
      },
      "option": "TIMEOUT"
    },
    {
      "condition": {
        "operator": "EQ",
        "parameters": ["response{requestResult}", "EXCEPTION"]
      },
      "option": "EXCEPTION"
    },
    {
      "condition": {
        "operator": "EQ",
        "parameters": ["response{customer.orders[0]}", "shoes"]
      },
      "comment": "customers with shoe first item",
      "option": "SHOE_LOVER_VIP"
    },
    {
      "condition": {
        "operator": "IN",
        "parameters": ["shoes", "response{customer.orders.list}"]
      },
      "comment": "customers with shoe orders",
      "option": "SHOE_LOVER"
    },
    {
      "condition": {
        "operator": "GT",
        "parameters": ["response{customer.orders.length}", "0"]
      },
      "option": "CUSTOMER_WITHORDERS"
    },
    {
      "condition": {
        "operator": "EQ",
        "parameters": ["response{customer.type}", "VIP"]
      },
      "option": "VIP"
    },
    {
      "condition": {
        "operator": "NULL",
        "parameters": ["response{customer.type}"]
      },
      "option": "UNKNOWN_CUSTOMER"
    },
    {
      "condition": {
        "operator": "NEQ",
        "parameters": ["response{customer.type}", "VIP"]
      },
      "option": "CUSTOMER"
    }
  ]
}

APPLICATION IVR

It is the type of IVR flow used to perform tasks such as calling the webservice, changing the IVR flow by getting information from the customer database, and controlling card / subscriber / ID number entries when functions using screens are not sufficient. The program IVR is loaded into the system by using the "Manage Custom Applications" from the "custom application" section under the "system management". Business partners with programming skills and the Tegsoft software team are competent in program IVR.