IVR - Interactive Voice Response

Out-Going Message Audio

Play outgoing message

Select this option to play the message associated with this OGM whenever this OGM is reached. You can adjust the message by clicking the Change Message Audio button.

Change Message Audio

Click the Change Message Audio button to record the message, import a wav or mp3 file or to synthesize speech (text-to-speech).

To synthesize speech, you must have a speech engine installed. If a speech engine is not already installed with your version of Windows or if you want to add different voices, you can download one of the text-to-speech engines using the links at www.nch.com.au/speech (The Microsoft engine is free).

Play external Wav/Mp3 file

Select this option to play a message that is in a file on the computer's hard drive. This option is helpful if some OGMs shared an announcement or if your prompts will be regularly changed by another program.

Text-to-Speech voice synthesis of the script

Select this option to synthesize your message at the time it is played. The IVM engine will generate the message based on the text in the "Script/Notes" text box. You can include variables (circumfixed with %) in the script if required (to read data returned from a plugin or earlier entry). (e.g. "You have entered %age% as your age. Is this correct?")

No outgoing message

Select this option if you do not want to play a message for this OGM. This is most useful in IVR flows that process data using plugins and want to keep silent while processing 1 or more steps.

Script/Notes

This field can be used for a number of purposes. It is recommended that you paste the message script into this field because this will make it much easier to see what each OGM asks.

Where you use the synthesize speech option; the synthesized speech text will automatically be placed in this field. If you are synthesizing speech on the fly this will contain the script that will be spoken.

Play Message

Click on "Play Message" to listen to the current message. To stop, click the button again.

End of the Message

This box determines what IVM does after the Out-Going Message has played if there has been no other interaction from the caller.

Wait

This is the silent wait time to wait for the caller to press keys. If the OGM asks the caller to leave a message, or is intended to sequence directly to another OGM without any other input from the caller, set the time to 0.

Repeat

This is the number of times that the OGM is repeated if the user fails to enter anything.

If user input is expected the recommended value is 2. If no input is expected (e.g. the caller is asked to leave a message, or IVM sequences directly) then set the repeat value to 0.

On Completion

This is the Active Command to execute at the end of the Out-Going Messages (after any required wait or repeats).

If the OGM asks the caller to leave a message, the active command would be "Leave Message for Mailbox..." with the "Use personal greeting" option not selected.

If the OGM is a sequence OGM, the active command would be "Go to OGM...".

If the OGM really needs the caller to input information, the active command would most likely be "Goodbye (Polite Hang-up)" after a wait and number of repeats.

List as an Answer OGM

To simplify the main window, and to reduce the likelihood of the user accidentally selecting the wrong default start OGM, you can select which OGMs will be listed as "Answering" OGM, that is, which OGMs can be used as the very first OGM at the start of the call.

If an OGM is not suitable to be the first OGM a caller hears, untick the "List as an Answer OGM" box.