This tutorial provides a step-by-step description of how you can set-up a service to make an automated outbound call with IVR flow using IMIconnect.

Prerequisites

Access to IMIconnect platform (request your trial access here)

>> Login to the IMIconnect platform using your registered email ID and password
>> Ensure the relevant voice recording files are available on the platform

Setup Tasks

A. Create a Service
B. Get a Phone Number and assign it to the service
C. Upload Voice Media files
D. Create a Flow to setup the IVR process
E. Configure a Rule to Invoke the Flow


A. Create a Service

A service is a workspace that allows you to create and manage communication flows, APIs, integrations and configuration settings for any particular communication use case. Follow the below steps to create a service:

Step 1 – Add New Service

  1. Click on the Services tab on the top left corner of the screen and choose ADD NEW SERVICE. You will arrive at the CREATE NEW SERVICE dialog box.

Note: Alternatively, you can find ADD NEW SERVICE from the top right corner of IMIconnect.

2. Choose a name for the service and optionally, add the description.

3. Click on the NEXT button at the bottom. You will arrive at the General Settings page, which will have the service key. See the image below.

Note: Service key is used to identify incoming API calls for messaging and event APIs.

Step 2 – Configure the Service Status

Choose the Live option in the Service Configuration section to activate the service.

Note: Click on the REGENERATE button, if you wish to regenerate the service key. Once the service key is regenerated, replace the existing key with the new key in the API request. Please use this option ONLY in case your current service key is not functioning.

Step 3 – Choose Events

  1. Choose the events that you wish to receive on the Callback URL by choosing from the EVENT FILTERS section.
  2. Click on SAVE on the top-right corner of the screen.


B. Get a Phone Number and assign it to the Service

Now that the service is created, assign a number to it. Follow the below steps to assign number to the service:

Step 1 – Go to Numbers

Click on Numbers under the Services menu to get to Numbers settings

Step 2 – Assign the Number

  1. Choose the number from the drop-down under the SHORTCODES & PHONE NUMBERS FOR SMS section.

      Note: Make sure the number is suitable for both inbound and outbound calls.

2. Save the choices by clicking on SAVE on the top right corner of the screen.


C. Upload Voice Media Files

Add the voice media files to the service to proceed further. Here are the steps to upload voice media files:

Step 1 – Create a Folder for the Voice Media Files

  1. Click on Tools from the top menu and select VOICE MEDIA from the drop-down.

2. Click on ADD FOLDER. You will arrive at the ADD NEW FOLDER screen.

3. Enter a name for the folder in the Name field.

4. Click on SAVE at the bottom.

Step 2 – Upload the Voice Media Files

  1. Double-click on the folder in which the media file has to be uploaded.
  2. Click on ADD NEW drop-down and select UPLOAD
  3. Choose the file to be uploaded and click on OK.


D. Create a Flow to setup the IVR process

IMIconnect allows you to rapidly configure communication flows using a drag-and-drop flow builder. Here are the steps to configure the flow.

Creating a New Flow

Step 1 - Add a Flow

  1. Click on Flows on the left menu under Settings.
  2. Click on Add New Flow on the top right corner of the Flows screen.

Step 2 – Name the New Flow

  1. Enter a Name for the flow on the CREATE NEW FLOW screen.
  2. Choose the Flow type as Voice.
  3. Choose the Set media folder as Voice Recordings from the drop-down.
  4. Choose Create blank flow from the drop-down.
  5. Click on CREATE FLOW on the top right corner.

I. Configure Play Node to play IVR Message

Step 1 - Add the Play Node

Use the Play node to configure the voice message to be played from the list of files uploaded to IMIconnect.

Drag and drop the Play node on to the flow canvas from the NODES menu under VOICE.

Step 2 – Configure the Node Parameters

Double-click on the Send node to open the configuration menu. 

Configure Play Options

  1. Click on PLAY OPTIONS on the Configuration window.
  2. Choose Play-Prompt from the Type drop-down. 
  3. Enter the file name of the recording to be played.
  4. Click on the gear icon under Settings.

5. Choose the Prompt Preference as Single.
Note: In case, the customer has to key in more than one digit, select the 'Mutliple' option and then use the 'Collect Input' node to accept the input.
6. Choose global from the Language drop-down.
7.  Choose the file that has to be played from the list.
8.  Click on SAVE at the bottom.

Configure Menu Options

  1. Choose MENU OPTIONS on the Configuration window.
  2. Choose a value from the drop-down in the Key to Detect field. For example, 1.
  3. Enter a name for the tag in the Voice Tag field.
  4. Choose a value from the drop-down in the Key to Detect field. For example, 2.
  5. Enter a name for the tag in the Voice Tag field.
  6. Click on OK at the bottom.

Step 3 - Connect the Play Node with the Start Node

Drag the green dot that is next to Start node and drop on to the Play node. 

Configure Transfer Node Settings

The Transfer node is used to transfer a call from the customer to the company’s  customer service live agent.

Step 1– Add the Transfer Node

Drag and drop the Transfer node on to the flow canvas from the NODES menu under VOICE.

Step 2 - Configure the Parameters

Double-click on the Transfer node to open the configuration menu. You will arrive at the TRANSFER OPTIONS configuration window.

  1. Select the call as Outbound.
  2. Choose _ani from the Source Number drop-down.
  3. Enter the phone number to which the call has to be transferred along with the country code in the Destination Number field.
  4. Click on OK at the bottom.

II. Configure the Play Node to Play the Message Based on the Selected Option 

This play node plays the option available for the customer to key in an input.

Step 1 - Add Play Node 

Drag and drop the Play node on to the flow canvas from the NODES menu under VOICE.

Step 2 – Configure Node Parameters

  1. Double-click on the Play node to open the configuration menu
  2. Follow the process mentioned in the Configuring PLAY OPTIONS section in Step 2 of Configure Play IVR Flow Settings.

III. Configure the Play Node to Repeat the Options

This play node repeats the options available when there is no response from the customer.

Step 1 - Add Play Node 

Drag and drop the Play node on to the flow canvas from the NODES menu under VOICE.

Step 2 – Configure Node Parameters

  1. Double-click on the Play node to open the configuration menu
  2. Follow the process mentioned in the Configuring PLAY OPTIONS section in Step 2 of Configure Play IVR Flow Settings.

Step 3 – Connect Play Nodes and Transfer Node

  1. Drag the green dot that is next to Configure Play IVR Flow Settings Play node and drop on to the Configure the Play Node to Play the Message Based on the Selected Option node.
  2. Select PlayOffer - 1 as event from the Event Selection drop-down and click on OK.
  3. Drag the green dot that is next to Configure Play IVR Flow Settings Play node and drop on to the Transfer node.
  4. Select TalktoAgent - 2 as event from the Event Selection drop-down and click on OK.
  5. Drag the green dot that is next to Configure Play IVR Flow Settings Play node and drop on to the  Configure the Play Node to Play the Message Based on the Selected Option node.
  6. Select onplaycomplete as event from the Event Selection drop-down and click on OK.

      The flow appears as shown below:

Configure the Disconnect Node

Use the “Disconnect" node for disconnecting the IVR.

Step 1 - Add Disconnect Node

Drag and drop the Disconnect node on to the flow canvas from the NODES menu under VOICE.

Step 2 – Connect Nodes

  1. Drag the green dot that is next to Configure Play Node for Offers to Customers Play node and drop on to the Disconnect node.
  2. Select onplaycomplete as event from the Event Selection drop-down and click on OK.
  3. Drag the green dot that is next to Transfer node and drop on to the Disconnect node.
  4. Select ontransferrelease as event from the Event Selection drop-down and click on OK.
  5. Drag the green dot that is next to Configure Play Node to Repeat the Offers Play node and drop on to the Disconnect node.
  6. Select onplaycomplete as event from the Event Selection drop-down and click on OK.

The overall flow appears as shown below:

 

Publish the Flow 

Step 1 – Compile the Flow

Click on the gear icon from the top right menu, as shown below.

Step 2 – Publish the Flow

Click on the PUBLISH button.


E. Configure a Rule to Invoke the Flow

Configure a rule to initiate a voice call whenever an inbound call for the voice number mapped to the service is triggered. Follow the steps below to configure a rule:

Step 1 – Create a New Rule

  1. Click on Rules under Settings on the left menu.
  2. Click on ADD NEW RULE button on the top right corner of the screen. 
  3. Click on Voice on the Choose a trigger channel screen.

     4. Click on Inbound call on the Choose an event screen.

5. Select the phone number assigned for the service to get an inbound call from the drop-down.

6. Click on SKIP TO ACTIONS on the Enter trigger conditions screen.

 

Step 2 - Invoke the Flow

  1. Click on Initiate voice flow on the Choose an action screen.

2. Select the Initiate voice flow.
3. Choose the flow for which the rule has to be applied from the drop-down.
4. Click on COMPLETE RULE button.

Step 3 – Configure Rule Settings

  1. Choose a name for your rule. Choose the start date and time by clicking on the popup calendar. Note: The end date is optional.    
     
  2. Choose Active from the Set the status of your rule drop-down, and click on the SAVE AND SUBMIT button at the bottom.

The Rule is created. See the screenshot below.

The IVR call setup is created.

 

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