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Category Archives: HowTo’s

Speech-to-text: ASR

Unlike transcribing that is performed after call ends, ASR (automatic speech recognition) works during a call and allows either to recognize a word among given variants or do a “freeform” recognition of an arbitrary speech.

Speech-to-text: transcribing

Transcribing works just like Audio Recording with only difference that a text file is created alongside an audio file.

Audio Recording

Voximplant cloud scenario allows to record audio, video and transcribe voice-to-text for each individual call object. Recorded audio, video or text is stored at Voximplant cloud for 3 months, after that it’s automatically deleted. Recordings can be downloaded if longer storage is required.

Step-by-step call center tutorial part 8

Call lists, PDS and SIP

There are two ways how Voximplant can handle an outgoing call. First, the outgoing call can be initiated from JavaScript session created from the incoming call. That approach is used if you want to connect two or more people, forward call into a call center or implement any other “connect two persons” logic where and outgoing call is initiated as a response to the incoming call. Second, you can initiate outgoing call via the HTTP API. That approach is used if you want to initiate a call from your service or call multiple users. You can implement any call logic via HTTP API, but you also need to setup your own backend that will initiate calls, maintain the suitable number of simultaneous calls etc. For fast “out-of-the-box” experience we have a built-in “Call list” functionality that allows calling thousands of users with a few commands and without any backend of your own.

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Step-by-step call center tutorial part 7

Operator status and temporary ban

While Voximplant ACD framework provides only essential call center backbone, it also has some out-of-the-box features for most popular use cases. One of such features is “Operator Status” that can be set to “Ready” if operator is available to handle a call, or any one of non-“Ready” if calls should not be forwarded to that operator.

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Step-by-step call center tutorial part 6

IVR and operator skills

In a simple scenario all incoming user calls are evenly distributed among all available operators. But as a number of users grows, it became more convenient to direct specific requests to specific operators who can handle them better. This raises a number of questions: how to figure out user question and how to define which operator can answer that questions.

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Step-by-step call center tutorial part 5

Waiting in a queue

Having a full control over an incoming and outgoing calls allows to implement any business needs. By default, a user will hear nothing while waiting in the queue, since we have not instructed VoxEngine to produce any audio. Good practice is to inform the user about his or her queue position and play some music to indicate the call in progress.

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Step-by-step call center tutorial part 4

Handling a call disconnect

Since our cloud has separate “incoming” and “outgoing” call legs, we have full control over call disconnects. If a calling user or an operator disconnects, you can make decisions what to do next: play a notification message, call back, disconnect the remaining participants and so on. If the incoming or outgoing call is disconnected, the corresponding call object receives Disconnected event. Please note that an outgoing call can fail to connect (ex user not answered), in such case Failed event will be received instead of Disconnected.

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Step-by-step call center tutorial part 3

Creating a call queue

The application we created at the previous step has a flaw: it’s unclear what to do if the second user calls while the first one is still talking to the operator. Our web and mobile SDK can accept multiple incoming calls (and the phone app supports two lines to demonstrate it), but a human operator can speak only with one person at a time. This can be solved by a call queue: while the operator speaks with a user, all other users are waiting in a queue, with optional waiting music being played and/or the synthesized message informing the users about the remaining waiting time.

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Step-by-step call center tutorial part 2

Redirecting an incoming call to a web browser

Answering an incoming call automatically can be useful in some situations, but in the real world, you are most likely want to communicate with the caller and/or connect the caller with other people. So let’s improve the application created at the previous step by forwarding the user call to a web browser or mobile app. Such a solution is popular among the distributed call centers where operators typically work from home and accept and initiate calls via a web browser.

To add the call handling features to a browser, we need two things. First, the browser should be connected to the Voximplant cloud to be able to accept an incoming call. Second, the browser should have a unique identifier to distinguish it among all the browsers connected to our cloud. Both tasks are solved via our web SDK. It allows any webpage to establish a real-time connection to the Voximplant cloud. Each connection is identified by the user name.

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Jan 19, 2017 08:38
Speech-to-text: ASR
Jan 19, 2017 08:38
Speech-to-text: transcribing
Jan 19, 2017 08:37
Audio Recording
Dec 28, 2016 12:47
VoIP Push Notifications support for iOS SDK has arrived
Dec 14, 2016 02:00
New billing for video calls running via servers
Dec 07, 2016 02:29
Blind transfer support for SIP phones
Dec 02, 2016 06:18
Step-by-step call center tutorial part 8
Nov 22, 2016 11:01
Step-by-step call center tutorial part 7
Nov 14, 2016 04:04
Step-by-step call center tutorial part 6
Nov 11, 2016 09:27
High quality Speech Recognition is now available

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