IVR Management

• Voice File Management
• IVR Settings

Voice File Management

This page provides detailed instructions on uploading, managing, and using voice files, and explains how they are used in IVR scenarios.

Overview

Voice files are audio prompts played during IVR self-service interactions, including welcome messages, menu prompts, and invalid input notifications. After uploading or generating a voice file, the system assigns it a unique identifier that can be referenced when configuring IVR flows to provide customized voice interactions.

Accessing the Feature

1. After logging in to the Call Center platform, navigate to Voice > IVR Management > Voice Files.

Feature Description

Upload Voice Files

1. On the Voice Files page, click Add to open the upload dialog box.

2. Enter the required information, upload the audio file, and then click Confirm.

• Voice Name: Required. Enter a name for the voice file (1–64 characters), for example, Business Hours Announcement.
• Audio File: Upload a local .wav or .mp3 file. The recommended format is 8 kHz, 16-bit, Mono, with a maximum duration of 60 seconds.
• Description: Optional. Enter a description of the voice file or its intended use. Up to 256 characters.

Note: Uploaded audio files must meet the required format and size limitations. Otherwise, the upload will fail. It is recommended to use professional audio editing software to export standard audio files.

View and Use Voice Files

After a voice file is uploaded successfully, the system automatically generates a unique Voice File ID (for example, voice_20260302_abc123).

The Voice File ID can be selected or searched when adding or editing an IVR configuration in IVR Settings.

A voice file cannot be deleted after it has been referenced by an IVR configuration to prevent playback failures.

Edit Voice Files

1. On the Voice Files page, locate the target voice file and click Edit in the Actions column.

2. Modify the Voice Name or Description, then click Confirm to save the changes.

Delete Voice Files

1. On the Voice Files page, locate the target voice file and click Delete in the Actions column.

2. In the confirmation dialog box, click Confirm.

Important: A voice file can be deleted only if it is not referenced by any IVR configuration. If the voice file is in use, the system displays the following message: "This voice file is currently in use and cannot be deleted."

Additional Information

• All voice files are securely stored by the platform. No manual file maintenance is required.
• Language, voice, and speech rate settings for TTS-generated voice files are controlled by the platform's global configuration and cannot be configured individually.
• It is recommended to maintain separate voice files for different business scenarios, such as pre-sales, after-sales, and holiday services, to simplify management and future updates.

IVR Settings

This page provides detailed instructions on creating and configuring IVR settings, and explains the purpose of each IVR configuration parameter.

Overview

IVR (Interactive Voice Response) provides self-service voice interactions for inbound calls. By configuring IVR rules, the system can automatically play the appropriate voice prompts based on the caller's input, enabling services such as business hours announcements and service navigation without agent intervention.

Accessing the Feature

1. After logging in to the Call Center platform, navigate to Voice > IVR Management > IVR Settings to view the list of configured IVR rules.

Feature Description

Create and Configure an IVR

Create an IVR

1. On the IVR Settings page, click Add to open the IVR creation dialog box.

2. Enter the IVR configuration information, then click Confirm to create the IVR.

• Name: Required. Enter a name for the IVR rule (1–64 characters), for example, Customer Service Hotline Main IVR.
• Confirmation Key: Specifies the key that callers must press to confirm their input (for example, #). Leave this field blank if no confirmation key is required.
• Initial Timeout (Seconds): The maximum time the system waits for the caller's first key press. The default value is 1 second. The recommended range is 1–30 seconds.
• Inter-digit Timeout (Seconds): The maximum interval allowed between two consecutive key presses. The default value is 1 second. If the timeout is exceeded, the system treats the input as complete.
• Maximum Retry Attempts: The number of times callers can retry after entering invalid input or exceeding the timeout. The default value is 0, which means no retries are allowed and the ending prompt is played immediately.
• Input Length: Specifies the minimum and maximum number of digits allowed (for example, 4–6). The default value is 0, indicating that no length restriction is applied.
• Welcome Prompt: The first voice prompt played after the caller connects (for example, "Welcome to XXX."). Select a previously uploaded voice file.
• Menu Prompt: The voice prompt that instructs callers which keys to press (for example, "Press 1 for business hours.").
• Invalid Input Prompt: The voice prompt played when the caller enters invalid input (for example, "The number you entered is invalid.").
• Ending Prompt: The voice prompt played before the IVR session ends (for example, "Thank you for calling.").
• Description: Optional. Enter information such as the purpose, applicable scenario, or maintenance notes for the IVR rule.

Note: All voice files must be uploaded in Voice File Management before they can be selected in the IVR configuration.

Edit an IVR

1. On the IVR Settings page, locate the target IVR rule and click Edit in the Actions column.

2. In the dialog box, modify any IVR configuration, such as the Name, timeout settings, or voice prompts, and then click Confirm to save the changes.

Tip: Changes take effect immediately after they are saved. Any inbound numbers associated with this IVR rule automatically use the updated configuration.

Delete an IVR

1. On the IVR Settings page, locate the target IVR rule and click Delete in the Actions column.

2. In the confirmation dialog box, click Confirm to delete the IVR rule.

Important: If the IVR rule is associated with any inbound numbers in Number Management, remove the association before deleting the IVR rule. Otherwise, inbound calls may fail to play the configured voice prompts or may be disconnected unexpectedly.

IVR Key Settings

Add an IVR Key

1. On the IVR Settings page, locate the target IVR rule and click Keys in the Actions column to open the key configuration page.

2. On the IVR Keys page, click Add to open the key creation dialog box.

3. Enter the following information, then click Confirm.

• Key: The digit that callers need to press (for example, 1).
• Description: A brief description of the key's function (for example, Check Account Balance).

Edit an IVR Key

1. On the IVR Keys page, locate the target key and click Edit in the Actions column.

2. Modify the required settings, such as the Key, Description, or Voice Prompt, then click Confirm to save the changes.

Delete an IVR Key

1. On the IVR Keys page, locate the target key and click Delete in the Actions column.

2. In the confirmation dialog box, click Confirm to delete the key.

Note: Deleting an IVR key removes only its association with the IVR rule. Any voice prompts associated with the key remain available in the system.

Additional Information

• All timeout values are measured in seconds. Setting a timeout that is too short may negatively affect the caller experience. For example, a 1-second timeout may cause the system to incorrectly treat valid input as timed out.
• If no Invalid Input Prompt or Ending Prompt is configured, the system ends the call without playing any voice prompt.
• The current IVR implementation supports only single-level DTMF input and does not support multi-level IVR menus.