Voice Management Guide

The Voice Management user guide

To start
- Prerequisite
- Home
Administrator
- Importing sounds to your IVR
- Creating a routing
- Importing a directory
- Prohibit transfers to certain numbers
- Creation of a skill group
- Gestion of an operator
- Creation of an IVR
- Satisfaction survey
  - Carrying out a satisfaction survey from an IVR
- Campaign
  - Outgoing calls
- Webcallback
  - Link WebCallBack
  - Generating a WebCallBack link
- Gestion of a supervisor
  - Creation of a supervisor
- SMS service
  - SMS in the operator toolbar
  - SMS in the operator toolbar
    - SMS in the operator toolbar
Statistics
Operator
Supervisor
Technical side
- API
- SSO authentification
  - SAML Authentication & Voice Management
  - SAML authentication with Microsoft Azure AD
Call recording
- Recordings of conversations
Integration
- Application setup (Microsoft Dynamics)
- easiware integration
- Salesforce
  - Integration with Salesforce
  - Transcripts of conversations in Salesforce
- Zendesk
  - Configuration of integrations

SMS step

The SMS step will allow you to send an automatic SMS if the caller goes through the SMS step in the IVR.

1 – Configuration interface

Number: Enter a variable, a number (in e164 format), if you want to send the SMS to the calling number, enter “@e164_caller”
Sender: Indicate the name of the sender (letters, from 4 to 11 characters)
Sending format: The default format is the detection of special characters or not. If your SMS contains special characters then it will be an extended type SMS. A standard SMS contains 160 characters while the extended SMS contains 70.
Message: Indicate the body of the SMS to send. If you want to include a variable in the SMS, indicate the name of the variable between {nomdevariable}.