Voicemail IVR

Principle

The image below shows the voicemail IVR flow.

Prerequisites

• You need a task queue for the voicemail tasks. For information about creating a queue, see Creating Queues.

• If you don't want to use the example audio prompts, record your own and create prompt files according to the instructions.

Creating Your Custom Voicemail IVR

1. On the System Configurator main screen, choose IVR Management > Custom IVRs > Add New.
2. In the Basics block, configure the settings according to the following table.

   Table 1. Basic settings of custom IVRs

   Setting	Description
   Name	Enter a descriptive name for the IVR.
   Description	Enter additional information about the IVR.
   Active	To activate the IVR, select this option. Note: Do this only after the IVR application is ready without any errors.
   Add Custom IVR to Reported Applications	To include the IVR application in reporting, select this option.
   Early Queuing	To use early queuing function with the IVR application, select this option. Make sure that there is either the connect element in this IVR to connect the call and end early queuing, or there is the transfer element that takes the call to a queue where early queuing is in use.

3. In the IVR Numbers block, define the phone number for this IVR application.

   Use one of the numbers reserved for this purpose in System Management > Number Range.

   Note: Make sure you don't use any national emergency number as an IVR, a user, or a queue number.
4. To import the example file you've received from Sinch, click Import in the IVR Application Versions view, go to the folder where the example is located, and choose Example_Voicemail_IVR.xml.
5. Save your entries.
6. Check and modify at least the following in IVR Editor:
   1. Assign the correct audio prompts or remove prompts if they are not necessary.

      The example audio prompts are:

      Table 2.

      Prompt	Content
      Voicemail Greeting (Example Prompt)	The person you are trying to reach is currently not available. Please leave a message after the tone.
      Voicemail Not Saved (Example Prompt)	Saving voice message failed. If you want to try again, press [one].
      Voicemail Saved (Example Prompt)	Voice message saved
      Goodbye (Example Prompt)	Goodbye

   2. Go to EmailQueueAddress and enter the email queue address where the voicemail tasks are created.
      
      

      

      
      

      This must be an extension address in an existing email queue but it doesn't need to be a real email account address. In this case, deselect the option Sender and don't define an email server in Queue Management > Queues > [email queue] > Numbers/Addresses

   3. By default the configured file location in System Services > Voicemail Settings is used. for VoicemailFileLocation. If you don't want to use the default, define the location. This needs to be a valid file location for the IVR to work.
   4. If you don't want to use the default text of the example, go to MessageTitle and define the title of the voicemail task displayed in the Subject field in Communication Panel.
   5. In VoicemailData you add information you want to show in Communication Panel. To define them, go to the form element DefineDataForVariables and use the assign elements.
      
      

      

      
      
   6. In TaskData, the supported parameters for the .QVoicemail.Create function are the following:

      • TaskTitle

        The title of the voicemail in the subject field.

      • RecordingFileName

      • TaskType

        Type of the task, either EMAIL or XRI. The default is XRI.

      • TaskQueueAddress

        Extension address of queue where voicemail tasks are added. You need to define this.

      • KeyValues

        Dictionary containing key-value pairs.

      • Skills

        Dictionary containing skill and skill value. The skill can be either a GUID or an ExternalName of the skill: {"ENGLISH": 5}

      • RequiredAgents

        The format is { "ExpirationTime": time, "Agents": ["x", "y"] } where Agents (x,y) is either a phone number or user GUID.

      • MinimumFileSize

        This is the minimum file size of the recording in bytes.

      • TaskBody

        Body field, only relevant if TaskType is EMAIL.

      To define them, go to the form element DefineDataForVariables and use the assign element.

   7. MinimumFileSize in bytes: If needed, change the value. If the file is smaller than the defined value, no task is created and the result of creation is an error. The purpose of this is to prevent a task creation when the customer hangs up and doesn't leave a voicemail message.
   8. If you don't want to create a task when the call is disconnected while being recorded, change the value in Expression on Disconnection to .QVoicemail.DeleteFile(RecordFile) in the record element. For example, you have audio prompts saying that finish the message with the key [x] and you don't want to create a task when the call is disconnected.
   9. To change the default duration of the voicemail recording, use the setting Maximum Duration.
      
      

      

      
      
7. Save the IVR application and close the view.
8. Active the IVR.

You may want to use different email queues for tasks based on the type of phone queues you have. You can also have several voicemail IVRs in your system. The easiest way is to copy your voicemail IVR and make the needed changes. Or you can modify your IVR for example by defining the variables based on conditions.