Fortinet black logo

Configure the IVR

6.0.0
Copy Link
Copy Doc ID 5417b8e5-e6ac-11e9-8977-00505692583a:161111
Download PDF

Configure the IVR

IVRs can be configured to use one or multiple data collectors, depending upon the requirement. This example incorporates the use of the digits and RESTful collector.

Configuring the IVR is made up of the following procedures:

Configure the digits collector

  1. Go to Call Center > IVR > IVR and edit the ERC IVR. The IVR Configuration dialog opens.
  2. Select Add Digits Collector.
  3. Enter a Name (in the example, Code), assign an audio Prompt for the customer to be asked to enter their ERC, and configure the Digits Settings as necessary.
  4. Select Create to return to the IVR Configuration dialog.

Configure the RESTful collector

  1. Select Add RESTful Collector.
  2. Enter a Name, and select the FortiCare RESTful service configured earlier from the Service dropdown menu. This will automatically fill the URL field.
  3. For the Parameters field, select Add Variable.
  4. A tree of system defined and user defined options are available. Assign the digit collector configured earlier, as shown.
  5. Under Fields, select New.
  6. Set the Field name to Company and enter the following XPath query:
  7. //*[local-name()='Name'][1]/text()

  8. Define the remaining fields as required. When complete, your RESTful Collector dialog should look similar to this:
  9. These are examples of some typical fields. However, it is specifically the Phone_Group field that will be utilized in the IVR handling for successful call routing.

  10. Select Create to return to the IVR Configuration dialog.

Configure IVR handling

All collector configurations can only take effect after IVR handling is set up. IVR handling can be configured to function unconditionally, in which case the system default conditions apply, and a predetermined action will take effect.

IVR handling can also be configured to function conditionally, where self or system defined variables must be met before an action can take effect. These variables offer varying degrees of control and functionality.

  1. Select Add IVR Handling.
  2. Disable Unconditional, and select Add next to Variable.
  3. Navigate through the IVR tree and select the Phone_Group field created earlier.
  4. Leave Operator set to = (Equal) and enter a value as required (in this example, 109). This value is the user's phone group that will be used to route the call to the appropriate call queue.
  5. Under Action, select New, and create the following three actions as shown below:
  6. In this example, when a user is prompted to enter their ERC, FortiVoice sends a query to FortiCare to retrieve all information about that specific ERC. If the phone group value within that ERC matches the one specified (109), FortiVoice will sequentially execute the actions in the order they are listed: Play a custom announcement (in the example, a call forwarded announcement), set the call queue to the highest priority (1), and deliver the call to the appropriate call queue (regional customer services).

  7. Select Create to return to the IVR Configuration dialog.

Configure exception handling

If the system encounters an unknown error from the digits collector or the RESTful service, exception handling can be implemented to ensure that calls can still be forwarded to the appropriate call queue.

  1. Select Add Error Handling.
  2. Set Error type to Unspecified, for unknown errors the system may encounter.
  3. Select New and create two actions: a call forward announcement followed by an action to route the call to the customer service call queue, as shown below. Make sure to select Create when finished.
  4. Select New under Exception Handling and this time set Error type to Restful.
  5. Create the same two actions as before, and select Create when finished. You will have four exception handling actions, as shown below.
  6. Select OK. The IVR configuration is complete.

Configure the IVR

IVRs can be configured to use one or multiple data collectors, depending upon the requirement. This example incorporates the use of the digits and RESTful collector.

Configuring the IVR is made up of the following procedures:

Configure the digits collector

  1. Go to Call Center > IVR > IVR and edit the ERC IVR. The IVR Configuration dialog opens.
  2. Select Add Digits Collector.
  3. Enter a Name (in the example, Code), assign an audio Prompt for the customer to be asked to enter their ERC, and configure the Digits Settings as necessary.
  4. Select Create to return to the IVR Configuration dialog.

Configure the RESTful collector

  1. Select Add RESTful Collector.
  2. Enter a Name, and select the FortiCare RESTful service configured earlier from the Service dropdown menu. This will automatically fill the URL field.
  3. For the Parameters field, select Add Variable.
  4. A tree of system defined and user defined options are available. Assign the digit collector configured earlier, as shown.
  5. Under Fields, select New.
  6. Set the Field name to Company and enter the following XPath query:
  7. //*[local-name()='Name'][1]/text()

  8. Define the remaining fields as required. When complete, your RESTful Collector dialog should look similar to this:
  9. These are examples of some typical fields. However, it is specifically the Phone_Group field that will be utilized in the IVR handling for successful call routing.

  10. Select Create to return to the IVR Configuration dialog.

Configure IVR handling

All collector configurations can only take effect after IVR handling is set up. IVR handling can be configured to function unconditionally, in which case the system default conditions apply, and a predetermined action will take effect.

IVR handling can also be configured to function conditionally, where self or system defined variables must be met before an action can take effect. These variables offer varying degrees of control and functionality.

  1. Select Add IVR Handling.
  2. Disable Unconditional, and select Add next to Variable.
  3. Navigate through the IVR tree and select the Phone_Group field created earlier.
  4. Leave Operator set to = (Equal) and enter a value as required (in this example, 109). This value is the user's phone group that will be used to route the call to the appropriate call queue.
  5. Under Action, select New, and create the following three actions as shown below:
  6. In this example, when a user is prompted to enter their ERC, FortiVoice sends a query to FortiCare to retrieve all information about that specific ERC. If the phone group value within that ERC matches the one specified (109), FortiVoice will sequentially execute the actions in the order they are listed: Play a custom announcement (in the example, a call forwarded announcement), set the call queue to the highest priority (1), and deliver the call to the appropriate call queue (regional customer services).

  7. Select Create to return to the IVR Configuration dialog.

Configure exception handling

If the system encounters an unknown error from the digits collector or the RESTful service, exception handling can be implemented to ensure that calls can still be forwarded to the appropriate call queue.

  1. Select Add Error Handling.
  2. Set Error type to Unspecified, for unknown errors the system may encounter.
  3. Select New and create two actions: a call forward announcement followed by an action to route the call to the customer service call queue, as shown below. Make sure to select Create when finished.
  4. Select New under Exception Handling and this time set Error type to Restful.
  5. Create the same two actions as before, and select Create when finished. You will have four exception handling actions, as shown below.
  6. Select OK. The IVR configuration is complete.