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Scenario blocks

In Voximplant Kit, an inbound and outbound scenario is displayed as a scenario flow diagram. To create a scenario, you need to drag and drop the required block and connect them to create a logical sequence used for an inbound or outbound call in the scenario.

Note

You can find some examples of different scenarios in each category for a better understanding of how scenarios work.

Text-to-Speech

Use this block to articulate the specified text in your scenario. You can choose voice-over granted by one of the following vendors:

  • Yandex (Russian, English (USA), Turkish)

  • Google

  • Amazon

  • Tinkoff (only Russian)

  • Microsoft

  • IBM

Note

It is necessary to add the speak tag when working with the Microsoft vendor.

You can select neural voices in different languages. Neural voices are created based on Neural Text-to-Speech Technology (NTTS). They sound more realistic and natural than standard voices.

To configure the text-to-speech service, do the following:

  1. On the canvas, connect the block by using the Out port.

  2. Double-click the Text-to-Speech block.

  3. Select the language from the Synth language field.

  4. Select a voice from the Voice field.

Text-to-speech
  1. Enter the text that should be articulated. You can use SSML-tags to add more realistic features to the voice.

  2. Click Save.

Speech-to-Text

Use this block to convert speech to text, which is written in the variable. By default, the name of the variable is {{asr_input}}.

To configure the speech-to-text service, do the following:

  1. Connect the block by using the Fail and Success ports.

  2. Double-click the Speech-to-Text block.

  3. Enter or select a variable from the Create a Variable from the drop-down list.

  4. Configure the maximum duration of a message in the Max message duration field.

Note

The phrase recognition duration varies from 5 to 60 seconds.

  1. Configure waiting time before the system proceeds to the next block in the Remain silent to finish field.
Note

Waiting time varies from 1 to 5 seconds.

  1. Select the language from the Recognition language field.
Speech-to-text
  1. Click Save.

Answer Recognition

Use this block to configure the processing of short answers and the keyboard input from the side of a client.

  1. Connect the block by using the No Input, Voice, and Keyboard ports.

  2. Double-click the Answer Recognition block.

  3. Configure waiting time and input type in the Input settings section.

  4. In the Voice settings section, configure variables and recognition language.

Answer Recognition
  1. Configure the variable, the maximum input length, and the stop button in the Keyboard settings section.

  2. Click Save.

Interactive Menu

Use this block to configure an interactive voice menu and based on this menu create different branches of the scenario that the system uses depending on the client’s response.

To configure the menu, do the following:

  1. Connect the block by using the Fail port.

  2. Double-click the Interactive Menu block.

To configure the Voice synthesis section:

  1. Select the language in the Synth language field.

  2. Select the preferred voice in the Voice field.

  3. Enter the text of the message in the Text field. You can use SSML tags.

  4. Configure the phone keys in the Replays field.

Voice synthesis
  1. Enter the text of the message in the Text field. You can use SSML tags.

  2. In the Input settings section, select the desired options:

  • Input type: The answer input type

  • Recognition language: The language of the client’s speech

  • Start Recognition: The start time of the recognition

There are three types of the Start Recognition function:

  • After the End: Speech recognition starts after the end of the speech.

  • Offset from the Start: Speech recognition starts in n seconds after the beginning of the speech.

  • Offset from the End: Speech recognition starts in n seconds before the end of the speech.

Input settings
  1. Click Save.

To configure the Audiorecord section:

  1. Select the audio record from the Audio Library drop-down list.

  2. Click Upload to upload the audio file from your computer.

Audiorecord
  1. Configure the number of message replays in the Replays field.

  2. Click Save.

In the Responses section, configure possible responses from the client. You can add up to 20 ports with suggested responses and based on these responses configure additional branches of the scenario development.

  1. Click Add a response.

  2. In the Possible responses field, enter a possible client's response.

Responses
Note

If you need to add a bunch of possible responses in one field, use | to separate responses. For example, yes | of course | sure.

  1. Click Save.

Data Modification

Use this block to add or change a variable in the specified scenario. To modify data, do the following:

  1. Connect the block by using the Success port.

  2. Double-click the Data Modification block.

  3. Select a variable from the Create Variable drop-down list. To create your variable, enter its name in the field and press Enter.

Data modification
Note

You can use numeric and text values, as well as functions of helpers.

The Data Modification block allows you to record the data array of different formats. Wrap values of variables in square brackets and separate with commas.

Important

The name of a variable is case-sensitive.

  1. Enter the value in the Value field.

  2. Click Save.

You can add up to 20 variables if needed. To do this, click Add Variable and repeat steps 4-6.

Data Verification

Use this block to check if a variable corresponds to the required condition. You can set several ports to allow the output to go through different scenario branches while passing specified conditions.

To verify data, do the following:

  1. Connect the block by using the Fail and Port1 ports.

  2. Double-click the Data Verification block.

  3. Enter or select a required variable from the Create or Select a Variable drop-down list.

Data verification
  1. Select a necessary condition from the Condition drop-down list.

  2. Enter the value in the Value field.

  3. Click Save.

You can add up to 20 variables if needed. To do this, click Add Variable and repeat steps 4-7.

HTTP-request

Use this block to create an http-request to an external service. Depending on the selected method, you can either receive data from the service or send it to the service. You can select one of the following methods:

  • GET — Sends data from the resource. Requests to this method can only retrieve data.

  • POST — Sends data to the resource

  • HEAD — Sends a response from the resource

  • DELETE — Allows to delete the specified resource

  • PUT — Allows to replace the resource view with data from the request

  • PATCH — Applies partial modifications to a resource

To create an http-request, do the following:

  1. Connect the block by using the Success port.

  2. Double-click the HTTP-request block.

HTTP request
  1. In the General settings section:
  • Select a method you need from the Method drop-down list.

  • Enter a URL of the service in the URL:port field.

  • Move the Play Audio on dialing toggle to activate audio playback. Select an audio file from the Audio Library drop-down list. Click Upload to upload an audio file from your computer.

  1. In the Request headers section, specify the response headers necessary to request the service:
  • Click Add header.

  • Select the required header from the Header drop-down list.

  • Enter a variable in the Value field.

  1. In the Query parameters section, configure the query parameters:
  • Enter the necessary parameter in the Parameter field.

  • Enter a variable in the Value field.

  1. In the Response data mapping section, configure response parameters. Click Add response and select one of the following settings:
  • Using HTTP response data — Response based on an HTTP-request. Click Get data to configure response data based on scenario data.

  • Using JSON data example — Response based on JSON. Enter data in the JSON data field and click Parse data.

  • Specify data path manually — Enter or select a variable from the Variable drop-down list, enter a path in the Path field. If there is no data for the specified variable, set a value in the If path doesn’t exist field.

Response data mapping
  1. Click Save or Save as template, if needed.

Call Recording

Use this block to record a call in an outbound or inbound scenario.

Note

Place this block at the beginning of your scenario to record a call from the very beginning.

To configure the call recording, do the following:

  1. Connect the block by using the Out port.

  2. Double-click the Call Recording block.

Call recording
  1. Select the retention period in the Record storage period field.

  2. Click Save.

You can listen to the saved call records directly in the Call History section of Voximplant Kit.

The link to downloading and listening to the saved call records appears for each call record in campaign reports and call history reports.

Call Forwarding

Use this block to forward a call to an external phone number. You can forward calls directly to the external phone numbers or by using SIP.

To configure the call forwarding, do the following:

  1. Connect the block by using the Fail and Success ports.

  2. Double-click the Call Forwarding block.

To configure the call forwarding to an external phone number:

  1. Click the Phone Number tab.
Call forwarding to an external phone number
  1. Enter a phone number in the Phone Number field

  2. Move the Extension dialing toggle to activate an extension dialing. Select the time delay from the Delay drop-down list. Enter the extension number in the Extension number field

  3. Move the Play Audio on dialing toggle to activate audio playback. Select an audio file from the Audio Library drop-down list. Click Upload to upload an audio file from your computer.

To configure the call forwarding by using SIP:

  1. Click the SIP tab.

  2. Enter a SIP URI in the SIP URI field.

Note

SIP URI is the address for a directed call. The SIP URI form is username@host.

  1. Enter a username in the Caller ID field. The system enters the username in the From field when sending via SIP.
SIP
  1. Click Advanced settings to configure additional settings, if needed.

  2. Enter a name that is displayed in the Display Name field.

  3. Fill in the Auth User and Password fields.

Note

If your browser saves the Voximplant Kit password and login, then the system fills in the Auth User and Password fields automatically.

  1. Enter the SIP proxy in the Outbound Proxy field.

  2. Move the Play Audio on dialing toggle to activate audio playback. Select an audio file from the Audio Library drop-down list. Click Upload to upload an audio file from your computer.

  3. Click Add Extra Header to add a new header. Enter the required header in the Header field and enter or select a variable from the Create a Variable drop-down list

  4. Click Save.

Player

Use this block to add and play an audio file.

Note

The system allows to upload only .MP3 audio files.

To add the audio to your scenario, do the following:

  1. Connect the block by using the Fail and Success ports.

  2. Double-click the Player block.

  3. Select an audio file from the Audio Library drop-down list.

Player
  1. Click Upload to upload an audio file from your computer, if needed.

  2. Click Save.

Call to Queue

Use this block to transfer a call to a CC agent’s queue.

  1. Connect the block by using the Fail and Success ports.

  2. Double-click the Call to Queue block.

  3. Specify the period within which an agent should answer a call in the Max ring time field. If the agent does not answer, the call moves to another agent.

  4. Select the required queue in the Queue field.

Call to queue
  1. In the Customer request info section, specify additional information about a client.
  • Click Add parameters.

  • Enter the required info in the Label field.

  • Enter a variable in the Value field.

  1. In the Waiting time settings section, configure audio that is played during waiting time.
  • Select an audio file from the Audio Library drop-down list. Click Upload to upload an audio file from your computer.

  • Move the Waiting message toggle to activate a notification about the client’s position in the queue.

  • Select the language from the Synth language drop-down list.

  • Select the preferred voice from the Voice drop-down list.

  • Enter the text of the message in the Text and Text for unknown EWT fields. You can use SSML tags.

  • Configure the time the system repeats the message in the Repeat every field.

  1. In the Callback settings section, configure threshold and callback settings.
  • Enter the threshold time in the Threshold field.

  • Enter the time the system reminds a client about the callback opportunity in the Reminder field.

  • Select the language in the Synth language field.

  • Select the preferred voice in the Voice field.

  • Enter the text of the message in the Text field. You can use SSML tags.

  • Configure response keys in the Input settings section.

  • Configure the language, preferred voice, and the text of the message in the Callback notification for an agent section.

Callback settings
  1. Click Save.

Call Tagging

Use this block to add tags to the specified calls based on the call properties.

  1. Connect the block by using the Out port.

  2. Double-click the Call Tagging block.

  3. Click Add tags or Replace tags.

Call tagging
  1. Select the tag from the Select to add tag drop-down list.

  2. Click Save.

Continue Scenario

If you need to return to the script after a conversation between a client and an agent, to summarize the script, clarify questions about the quality of provided services, provide additional information, you can use this block. This block has no configurations, you can add any other block after it that should be used following the logic of your scenario.

Continue scenario

Function Request

By using this block, you can run your code as a function and get its result during a call. Before running a custom code in this block, add your function in the Functions section in the Voximplant Kit main menu. To add a code, do the following:

  1. Connect the block by using the Fail and Success ports.

  2. Double-click the Function Request block.

  3. Select the required function from the Function drop-down list.

Function request
  1. If necessary, move the Play audio toggle to play an audio file while processing the function.

  2. Click Save.

Pause

Use this block to configure pause time in a scenario.

  1. Connect the block by using the Out port.

  2. Double-click the Pause block.

Pause
  1. Enter the required time in the Duration field.

  2. Click Save.

Sending Email

Use this block to send an email to a client. You can use variables in the body of the block.

Note

Configure the email integration in the Integrations section in your Voximplant Kit account before configuring the Sending Email block.

To configure email settings, do the following:

  1. Connect the block by using the Fail and Success ports.

  2. Double-click the Sending Email block.

  3. Enter a sender email address in the From field.

  4. Enter a recipient email address in the To field.

Sending email
  1. In the Subject field, enter the subject of the email.

  2. In the Message Text field, enter a required message.

Note

You can use HTML formatting tags in the body of the message.

  1. Click Save.

Touch-tone Input

Use this block to configure dual-tone multi-frequency signaling.

  1. Connect the block by using the Out port.

  2. Double-click the Touch-tone Input block.

Touch-tone input
  1. Enter the necessary value in the Value field.

  2. Click Save.

Call Properties

Use this block to add or edit skill lists, determining a call distribution in a queue, or to set the call priority.

Note

The system considers this data only if a call is enqueued in the call-center.

  1. Connect the block by using the Out port.

  2. Double-click the Call Properties block.

Call properties
  1. In the Request priority section, configure the value:
  • If you click Set value, set the value from 1 to 10.

  • If you click From variable, enter or select a variable from the Create a Variable drop-down list.

  1. In the Skills section, click Add skills or Replace skills and select the required skills from the drop-down list.

  2. Click Save.

Dialogflow Connector

Use this block to connect a Dialogflow agent with a call in your scenario.

To configure the Dialogflow agent, do the following:

  1. Connect the block by using the Out and Transfer call ports.

  2. Double-click the Dialogflow Connector block.

  3. Select an agent from the Select agent drop-down list.

  4. Select the language in the Agent language drop-down list.

Note

Create and configure the Dialogflow agent in your Google account, save it as JSON, and then upload to your scenario.

  1. Move the Execute sendQuery after connection to the agent toggle to activate immediate start of the Dialogflow after the script reaches the Dialog Connector block.
Dialogflow Connector
  1. Enter the name of the event in the Event name field.

  2. Select the language in the Event language field.

  3. Configure the key and value in the JSON parameters section.

  4. Select the preferred language and voice in the Synthesis Options section.

  5. Move the Process Transfer Call Response toggle if you need to forward a call. Enter or select a variable from the Create a Variable field.

  6. Move the Process Dialogflow Response Parameters toggle to activate the possibility to gather data and use it in the scenario. Enter or select a variable from the Create a Variable field.

Process parameters
  1. Select Save.

Send SMS

Use this block to configure the sending of text messages.

  1. Connect the block by using the Fail and Success ports.

  2. Double-click the Send SMS block.

  3. Select an outbound phone number from the From drop-down list.

Sending SMS
  1. Enter a phone number of a receiver in the To field.

  2. Enter the text of the message in the Message Text field.

  3. Click Save.

Scenario Start

Use this block to configure the starting point of your scenario.

Scenario End

Use this block to configure the ending point of your scenario.

Scenario end

Successful call

Use this block to configure the successful completion of calls to a client made within an active campaign, after passing a block in your scenario.

Successful call

Outbound call

Use this block to configure the outgoing call to a customer. Within a campaign, the system retrieves phone numbers from the Phone column of the uploaded .xlsx file.

To configure an outbound call, do the following:

  1. Connect the block by using the Fail, Success, and Voicemail ports.

  2. If needed, move the Change Caller ID toggle to change the variable that is used as a Caller ID in your scenario.

  3. If needed, move the Use voice mail detection toggle to set up the detection of a client’s voicemail.

  4. If needed, move the Make an HTTP request after scenario completion toggle to send the required HTTP request.

  • Select a request from the Select the template drop-down list.

  • Configure or review data in the General settings section.

  • Add or review header settings in the Request headers section.

  • Add or review query parameters in the Query parameters section.

  • Enter the text message in the Request body section. If you need to configure parameters and values, click Form and enter a required parameter and value.

Outbound call
  1. Click Test to test the HTTP-request before saving it.

  2. Click Save.

Inbound Call

Use this block to configure the start of your scenario.

To set up settings of the incoming call, do the following:

  1. Double-click the Inbound call block.

  2. If needed, move the Make an HTTP request after scenario completion toggle to send the required HTTP request.

  • Select the request from the Select the template drop-down list.

  • Configure or review data in the General settings section.

  • Add or review header settings in the Request headers section.

  • Add or review query parameters in the Query parameters section.

  • Enter the text message in the Request body section. If you need to configure parameters and values, click Form and enter the required parameter and value.

Inbound call
  1. Click Test to test the block before saving.

  2. Click Save.