Callcentric IVR Setup
Callcentric has a built-in IVR utility that allows for practically infinite permutations of menus, auto attendant scripts, and scriptable interactive call flows using Call Treatments. The wayflow thatitself thecan IVRbe isfound configuredhere, isbut covered in a separate page. Thisthis page is solely to contain the scripts for uploaded recordings for all announcement and menu audio files when read through NaturalReader software "Guy Online (Natural) (Free)" voice read at x1 speed extracted using Audacity software using the Windows WASAPI loopback device as an audio recording into a WAV file, which can be easily uploaded through the portal as described in the separatelinked page.page above.
Call Tree Key
Audio file names are based off of the menus where they are used, with the character in parenthesis the announcement or menu option the file represents. Files that begin with 0 refer to common elements shared among multiple root hotlines. Items in red are options are either planned but not implemented or ideas pending discussion.
IVRs in the 0 zone:
- 0. a. iv. Common - English - Org Info
Non-Default Parameters: Timeout: 0 sec
Comment: with no Last Route setting configured, the call just drops per the documentation. It would be nice to send this back "up" a menu but unfortunately it doesn't appears that there is any option that allows you to select the previous IVR menu.
Hotline Roots:
- Main - Language (Root Hotline)
a. Main - English - Menu
Non-Default Parameters: Repeat on error: 3, User error audio: Sorry
i. To Get Connected: Simultaneous ringing to Mesh Room and Marco/VM
ii. Tech Support: Single forward to Marco/VM
iii. Buildings Projects Fiber: Single foward to Mesh Room
iiii. Org Info: Special forward to IVR 0.a.iv - Org Info
b. Grand - Spanish- Menu (doesn't exist yet!)
c. Grand - Chinese- Menu (doesn't exist yet!) - Grand - Language (Root Hotline)
a. Grand - English - Menu
Non-Default Parameters: Repeat on error: 3, User error audio: Sorry
i. To Get Connected: Simultaneous ringing to Mesh Room and Marco/VM
ii. Tech Support: Single forward to Marco/VM
iiii. Org Info: Special forward to IVR 0.a.iv - Org Info
b. Grand - Spanish- Menu (doesn't exist yet!)c. Grand - Chinese- Menu (doesn't exist yet!)
IVR Recordings and Phone Scripts
Comment: The pound keys are not truly configurable in Callcentric, and despite the script advising its use to repeat the menu, it triggers the User error audio and subsequently the Last route if pressed after the third failure, which disconnects the call.
0 - Repeat Menu (#)
0a - Root - Language - English
To continue in English, press 1.
0ai - Root - English - Get Connected
To get connected to the mesh, press 1.
0aii - Root - English - Tech Support
For technical support, press 2.
0aiv - Root - Org Info
At any time, press pound to repeat.
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0b - Root - Language - Spanish
0C - Root - Language - Chinese
1 - Main - Language
Thank you for calling NYC Mesh.
1aiii - Main - English - Buildings Projects Fiber
For buildings, projects, and fiber installs, press 3.
2a - Grand - Community (A)
NYC Mesh is glad to be part of your Grand Street Guild community.