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IVR II Demo - Small Customer Center
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Quick Installation & Usage Guide
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(Available for all Talk Voice boards, we use 4LV+ as example)
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[NOTE] Some Demo. features ONLY available in VoiceLink series cards
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CallURL Inc. – Aug. 2006
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 Contact Us for Questions or Comments
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• Quick Reference
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(If you have Talk Voice card, you can install and run the Demo. with real phone call)
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(If you don′t have Talk Voice card, you can still install and run it in Emulation Mode)
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| Introduction |
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IVR II Demo is an example for Small Customers Center implementation; it is based on CallURL′s voice card and Contax IVR II flow-design tools. The purpose of this Demo. is to show case IVR II design easiness and demonstrated new capabilities that will soon be available in upcoming new product. (e.g. better sound quality and SIP integration etc.)
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This Demo. can run with old Talk Voice card or in pure Emulation mode, for a limited times. After install the Demo. software, PSTN calls will trigger the IVR system that performs useful features like Automatic Attendant, Voice Mail and Customer Agent transfer to SIP VoIP soft Phone. User should experience the easiness of Contax IVR design tool and SIP VoIP agent deploy flexibility. (They go where network goes, wired or wireless)
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In addition, an Auto-Dialer is included for those interested to take advantage of the efficiency and time saving which a computerized telephony system would achieve.
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When you explore this Demo, we hope you can understand more about CallURL′s IVR II design tools. At the same time, gain hand-on experience about our SIP-based VoIP Agent to be incorporated within the up-coming product. Have fun!
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[Contact sales@callurl.net if you want to know more about real product.]
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• Voice Prompts Navigation (heard by Caller)
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Welcome Greeting (Sample recording)
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Wait for Key Pressing ---
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0 --- For operator (office hour) / for person on duty (non-office hour), If operator is busy
0 --- Hold on and Wait
1 --- Go to ″Leave Message″ Menu
* --- Back to previous menu
NOTE: Operator is treat as Service Agent in this Demo.
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1 --- To play ″Company Introduction″ (Sample Recording)
0 --- Go to operator or Person on duty
* --- Back to previous menu
# --- To Exit
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2 --- Play Sample ″Company News″
0 --- Go to operator or Person on duty
* --- Back to previous menu
# --- To Exit
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4 --- To Leave Message (start recording after the beep, press # key to STOP)
1 --- To hear what′s been recorded
2 --- To re-record
3 --- To confirm and save the message
0 --- Go to operator or the Person on duty
* --- Back to previous menu
# --- To exit
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5 --- System usage guide (Sample Recording)
0--- Go to operator or Person on duty
* --- Back to previous menu
# --- To Exit
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7--- Transfer to the extension, if the extension is busy, press
0 --- Hold on and Wait
1 --- To ″Leave Message″ Menu
* --- Back to previous menu
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• User′s Features in This Demo.
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--- Agent seat implemented by SIP Soft phone (PSTN calls transfer to agents);
--- Web UI for System Administration;
--- Web User UI to Check voice message and call logs per User;
--- Auto Dialer (Choice of different actions after call pick up)
Etc.
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Quick Installation
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Before installation, please connect telephone lines to Voice Board if available
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1. Download the Demo. Software or Insert IVR II Demo. CD into CD ROM driver
2. Let the CD to auto-start or click ″AutoRun″ in the downloaded folder to start
3. Click ″Install EasyTapi Driver 3.1.0″ to install the TAPI driver
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(Please follow the guidance from the installer program)
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When you see the warning message, just click ″Continue Anyway″
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When the installation is completed, the driver is located in C:\Program Files\CALLURL\EasyTapi
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4. Click ″Install Contax IVR II (Demo)″ to install the software
(Please follow the guidance from the installer program)
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The software will be installed (as default) at:
C:\Program Files\CALLURL\CONTAX IVR II(Demo)
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5. Click ″Install Contax SIP Proxy″ to install the Proxy
(Please follow the guidance from the installer program)
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The software will be installed (by default) at:
C:\Program Files\CALLURL\CONTAX Sip Proxy
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Quick Usage Guide for IVR II Demo
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Initial Trial without SIP Agent
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Try launch IVR II (Demo) by double clicking ″RunTimeEngine″ icon on the desktop (Or choose ″Start → All Programs → Contax IVR II(Demo) → RunTimeEngine″)
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You will see an IVR II icon  appears on System tray. Wait until the red stop sign goes away, the IVR II Engine is running then.
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Please call into any line connected to the board and you should hear the Welcome greeting from the IVR.
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CONGRATULATIONS! (Try press key 1 or 2 to experience an IVR running in real)
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Set Up and Using SIP Agent
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First, SIP Proxy Configuration
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1. Get Contax SIP Proxy started by double clicking ″SIPProxy″ icon on the desktop or choose ″Start → All Programs → Contax SIP Proxy → SIPProxy″
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2. When the SIP Proxy window appears as shown below, IP address was detected by the SIP Proxy automatically.
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If you choose to use your own SIP Proxy (not recommended for novice user), please do the same setting. (And refer to How to Get Local IP)
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Click ″Start″ to launch the Proxy
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Second, Get IVR II (Demo) Monitor Window
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Double click on  in System tray to get the runtime Monitor window up.
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Channel 5 & 6 in the above window indicate two SIP channel registered
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Third, Configure the SIP Client (Agent)
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1. Download and Install X-Lite 3.0 (For Windows version) from link
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2. Double click  icon on the desktop
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3. Click ″Yes″ or ″No″ button at your option
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4. Then, start to add SIP Account by Clicking ″Add″ button as shown below:
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5. Make sure you entered information as show in various fields, then click ″OK″ button.
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Wait till the X-Lite Panel appears with display as marked.
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6. Right click on X-Lite panel, and select ″options…″.
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7. Click the ″Device″ icon, and then de-select the follow items.
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″Use acoustic echo cancellation (AEC)″
″Use auto gain control (AGC)″
″Use noise reduction″
″Ring PC speaker as well″
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Click on ″OK″ to complete the setting process.
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Transfer to SIP Agent
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Now, you can use the SIP soft phone X-lite as the agent. Don′t forget to use a headset with microphone connected to audio plugs on the computer.
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Please call into the PSTN line connected to the voice board, press ″0″ will transfer you to the SIP agent.
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You may need to adjust Volume Control for proper hearing level.
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Administrator′s Web UI Features
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Double click the ″IVR Demo″ short-cut on the desktop or launch the Browser (I.E. on local machine, for example) to get into the administrator′s Web UI Panel
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The default user name and password are ″admin″ and ″1234″ respectively (You can change the password when getting into the system)
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Small Customer Center (Example)
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After login, you will get the default ″Small Customer Center → System Configuration″ page. We suggest you to select ″Check Voice Mail″ on the left side of the page as one example.
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Messages are shown in order of receiving associated with time and duration.
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You can click on the speaker icon to listen or save the message selected
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Messages per page can be adjusted to your preference (as shown in the above picture).
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You can check the call logs here, example shown for calls are ″Start Time″, ″Duration″, ″Agent ID″, ″Caller ID″ and ″Call Result″.
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Auto Dialer
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Click on ″Auto Dialer″ to go into Auto Dialer System Setting page. This enables you to configure the auto-outbound call system, the calling entries and view logs for checking call status and results.
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Auto Dialer System Setting
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You can choose the Action after pick up here (which will be the default system setting). Later, when you choose ″Same as default system setting″ in ″Auto Dialer Entry″, that outbound call entry will follow the selected Action here.
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Choice of Actions and their explanations:
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Notify: Play the ″outbound wave file″ after pick up, hang up at completion.
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Notify with confirm: Play the ″outbound with confirm wave file″ after pick up, then, the called party will be asked to (Press phone pad 1) as confirmation. If no confirmation received, the Dialer will make further calls for ″Retry Times″ set by the call Entry.
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Multi-choice: Play the ″outbound with selection wave file″ after pick up, and then asking the called party to pick a choice — Satisfied (press 1), Dissatisfied (press 2), No Comments (press any other keys). (As example design)
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The dialer hangs up when get customer′s choice.
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(If no choice is made, the dialer will make further call calls for ″Retry Times″ set by the call Entry.)
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Channel No.: Please choose Channel 1 for Demo trial
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Calling Number: Please enter the phone number you intend to call. (You can choose ″Dial immediately″ to skip the deferred calling)
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Calling Date: You can select or input the period to start and end call (The default setting is date on your computer)
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Calling Time: You can select the time between which the system will make the outbound call (The default setting is the whole day)
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Retry Times: Number of calls Auto-Dialer will make before give up
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Retry Gap: Waiting time before next re-try is call fails
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Action after pick up: If you choose ″Same as default system setting″, then it will follow the selection in ″Auto Dialer System Setting″, otherwise, the current action selected will be the one for this entry
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Auto Dialer Logs
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The following information is shown for each call:
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Execution Period (Date); Execution time (Start Time ~ End Time); Calling Number (the dialing number); The current calling Status (OK, Processing, Wait, Expire and Fail etc.);
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Whether this outbound call was confirmed by customer or not;
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You can also see the actions after call-pick-up and the Re-try Gap (in minute)
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You can click on the ″Edit″ field to get into the Call Entry page and modify it:
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Please refer to ″Auto Dialer Entry″ for the operation details. Once you Save the modified entry, it will be available for next calling.
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Check Voice Mail by Agent
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Double click the ″IVR Demo″ short-cut on the desktop or launch the Browser (I.E. on local machine, for example) to get into the administrator′s Web UI Panel
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The default user name and password are ″admin″ and ″1234″ respectively (You can change the password when getting into the system)
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After login you will get the following web page.
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Please refer to ″Check Voice Mail″ in ″Small Customer Center″ for operation details.
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Appendix
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System Flow Chart
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Example System Configuration (Apply to Product Version Only):
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1. To implement Customer Service Agent remotely
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2. To implement Decentralized Customer Service and link multiple branch offices
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Run Demo. In Emulation Mode (for readers without 4LV+)
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Please refer to the following steps:
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(1) Launch FlowDesigner of IVR II by double clicking ″FlowDesigner″ icon  on the desktop. (Or choose ″Start → All Programs → Contax IVR II(Demo) → FlowDesigner ″.)
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(2) Choose ″File → Open… ″ or Click on the Open icon as marked
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(3) Choose ″ClientDemo″ from
C:\Program Files\CALLURL\CONTAX IVR II(Demo)\root\www\Contax IVR II\CallFlow
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(4) Click ″Open″ button to get the following window
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(5) Click on the Green ″Run″ icon  to start emulation, and then click ″Call″ Button to start
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NOTE :
You need to have a sound output device (Speaker or Headset)
to hear the wave output played. (It is as if you have a Voice
Board and the caller heard at his phone set)
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You can start the Demo by clicking the ″Call″ button. If you want to slow it down, you can check the ″Step by Step″ box.
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You can design your own flow based on your need with IVR II, as you may see, it is very easy and simple because Telephony and Media interface details are all handled. When you are using various components, you don′t need to deal the underline technical issues.
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NOTE:
There′s no license needed for you to use the Contax IVR II Design Tools. Try it to explore its features.
However, you need the hardware board to interface to PSTN lines to run it in real world.
[Contact sales@callurl.net to know more about real product.]
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Web UI and Its Features
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Small Customer Center
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If you have more than one network card including virtual one, please set Auto Detect IP as NO, and enter your local IP (please refer to How to Get Your Local IP, the same local IP you set in the SIP Proxy) in the field ″Listen on IP″. Then ″Submit″ it to make it effective.
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You can check whether you have more than one network card from the following window
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For users who set Auto Detect IP as NO:
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If your local IP address is not a fixed one, you′d better to fix it in order not to reset your local IP when you reconnect the internet.
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Please refer to the following flow chart to fix your IP address.
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Choose ″Using the following IP address″, input the IP address you want to set as fixed in the IP address field and then input the other corresponding information (Please consult your network administrator for details).
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You can click the Trunk Line ID or the ″Edit″ in ″Setting″ to get into its setting page.
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You can do the setting of ″Trunk Line Number″, ″Display Name″ and ″Trunk Line Password″.
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You need to set the Domain/Realm as the Local IP address (the IP address you set in or captured by Sip Proxy).
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SIP Port and RTP port shouldn′t have same setting, and all lines′ corresponding ports value (which is suggested to be set above 8000) in one domain shouldn′t be the same suggested value. RTP Port value should use even number.
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[For Demo. purpose, recommend to use default setting]
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[NOTE]: For Demo, only two agents are permitted (Actually you can add agents as many as you want in the official version)
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Click on ″Edit″ to do agent setting or to check its status:
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You can edit ″Agent Name″ and ″Phone Number″;
You can check the agent Status (Idle or Busy);
And change it by setting it. If you set the agent status to ″Busy″, then that agent channel cannot be called in.
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You can set your office hour here. If it is not in office hour, the IVR will respond by voice prompt to remind the caller.
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You can set the Recording Length of Voice Message.
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You can replace wave files to be played for Welcome Greeting; Company Introduction; News and User′s Guide as heard in the Demo. Voice prompt.
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There′s different ways to do wave file recording and replace the default files.
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The following is an example uses Recorder Utility provided by Windows XP
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(1) Choose ″Start → All Programs → Accessories → Entertainment → Sound Recorder″
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(2) Do your recording by clicking the START Arrow and stop by the STOP button. Then Choose ″Properties″
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(3) Choose ″Recording formats″
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(4) Choose ″CCITT u-Law″ in the ″Format″ list
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(5) Choose ″8.000 kHz, 8 Bit, Mono 7kb/sec″ in the ″Attributes″ list
(Formal product supports PCM 8 KHz, 16 Bit, Audio Format)
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(6) Click the ″Convert Now…″ button and ″OK″ it.
(7) Save the recorded file with a name of your choice.
(8) The saved files can be used (by Browsing) in SCC IVX setting web page
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(9) The example shown a ″Replacement for Demo″ file″ was ″Open″ ed, then ″Replace″ ed by clicking related buttons on the SCC IVX Setting web page.
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(10) Click ″OK″ to confirm the replacement
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You can monitor the detail of all channels (PSTN and SIP) including ″Caller ID″, ″Called ID″, ″Channel Status″ and call ″Start Time″.
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You can change the administrator password in this page
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How to Get Your Local IP
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Open the ″Control Panel″, and double click on ″Network Connections″ to get the following window, choose the ″Local Area Connection″, then you can find the IP address under the ″Details″ that is at the lower left corner of the window (as marked in the window).
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Microphone Settings
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1. Please double click on the Volume Control icon  in system tray to get the following window:
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2. Choose ″Options → Properties″
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3. Choose ″Recording″ to make sure the item ″Microphone″ is selected
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4. Back to the Volume Control window, choose ″Options → Advanced Controls″
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5. Select ″1 Microphone Boost″
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6. Click ″Close″ Button to finish the settings.
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