Voice Configuration

Voice configuration via the console is aimed at providing business users the capabilities to define traveller entry points and the VA experiences that will available to them using a voice interaction channel, whether that be via a telephone number or via an intelligent assistant such as Siri or Alexa.

Voice is leading with speech enabled for VA interactions, as detailed in other pages as such it will follow a similar path starting with directed speech and later moving to Natural Language Understanding to derive caller intent and offer the appropriate self-service options to the traveller.

Voice Configuration involves multiple steps that need to be completed. These involve:

• Platform Telephony Innventory Management - UI that will support the loading and configuration of Telephone numbers from multiple Telecoms vendors, cost and rental assignments can be made here to, this is the repository made available to the whole platform that will be the source that Partners draw from when needing a new telephone number .
• Create Voice Entry Points - This will be the place where the entry point is configured, telephone number type and country is selected from here, VA Template is assigned. Later this may also be where the user defines Alexa or Siri as well.
• Create Voice Experience Templates - VA template is the key to drawing multiple pieces of configuration together to assign to multiple entry points. Here welcome and emergency messaging, default routing, self service skills and queue treatments are drawn together.
• Create Queues and Queue Groups - Configuration of differentiated queuing experiences, music on hold, experience messaging and Callback. Potentially an enhancement to the Queue Group management to include assignment of Speed dial lists for consumers of softphone but not VNext. This may move to more of a Queue skill rather than traditional music/hold/music, so that customers can change their mind and choose to interact with the VA rather than get stuck in a queue to wait for an agent.
• Bulk Upload Voice Entry Point - This is where user can upload multiple voice entry points all at once using a provided csv template.
• Softphone Configuration - Configuration of look and feel of softphone for stand alone use, definition of which conversation attributes should be displayed in softphone when the conversation is presented to the agent, blocked number configuration etc
• Call Recording Configuration - Configuration of audio and screen recording parameters, creation of quality forms (this might not be the right place for it), % recording.
• Content Management - Content Management for CCM covers messaging, speed dials, MP3 files, TTS prompts, persona settings.

Voice configuration page

Key Concepts

• Voice entry point - an entry point to add telephone numbers for voice assistants.
• Voice experience template - a template that defines the experience that customers should have on the phone with the voice assistants.

You can manage your voice entry points and voice experience templates using the options from the Contact Center Management > Voice configuration card.

After clicking on the Voice configuration card, you will see the following Voice entry point and Voice experience template cards. These cards allow you to manage your voice entry points and voice experience templates respectively.