FAQ | Voximplant Kit | Voximplant.com

F.A.Q.

Q: What is Voximplant Kit?

A: Voximplant Kit is a smart and flexible tool that helps you create smart IVR and outgoing call campaigns. You need to create a call scenario, upload the customers' contact details and configure the call parameters. Everything else happens automatically.

Q: How can I test Voximplant Kit?

A: You can test any scenario: the system will call you on your personal phone number. To do this, click Test in the visual editor. Please note that test calls are charged. Make sure that your account has a sufficient balance. To use Voximplant Kit fully, buy and verify a phone number.

Q: I want to make a test call but the system requires me to verify my phone number. What should I do?

A: Simply verify your phone number :) It takes about 20 seconds to verify your personal phone number: you will receive an SMS message with a code, which you should enter into a special box.

Q: What is verification? Is it really necessary?

A: Verification means uploading documents, which confirm the identity of an individual / a legal entity, to the system. This procedure is mandatory according to the legislation of some countries. To pass verification as an individual, upload the scanned copies of the required documents. The maximum file size is 5 MB. To pass verification as a legal entity, you will be prompted to download the Offer Agreement. Fill in the Agreement and attach it to the verification form.

You can monitor your application status on the Verification tab. You will be notified by email as soon as your application is approved or rejected.

Q: Can I make test calls after I've purchased a phone number?

A: Certainly, you can. Do you remember the Test button in the visual editor? It always works :)

Q: Can I buy a phone number of another country?

A: Yes, you can. To view the list of available countries, go to the Buy a number tab.

Q: How is the phone number paid for?

A: You can refill the balance online or request an invoice and pay it. The phone number rent fee is debited from your Voximplant Kit balance, not from your bank card.

Q: Can I pay for renting a phone number for more than 1 month?

A: Unfortunately, you can’t because Voximplant Kit automatically extends the rental period and the corresponding amount is debited from your account balance each month until you refuse to continue using the phone number.

Q: The system couldn’t extend the rental period (for example, there's not enough money). Will I lose my phone number?

A: No, you won’t. The number will be put on hold for 1 months awaiting payment. As soon as there’s enough money on your balance to extend the rental period, the number will become active again.

Q: I decided to stop using the phone number I bought. Will you refund my money?

A: It depends on whether you passed verification. After you refuse to continue using the number, you will immediately lose it; it will be available for purchasing again in 2 months.

If you passed verification, no refunds are possible.

If you did not pass verification, you will get a refund in 10 business days.

Q: I used the purchased number to call customers. What will happen if my customers call me back on that number?

A: Your customer will be able to call you back and you will be able to answer the call if you configure call forwarding to the phone number of your call center or your personal phone number (this is mandatory according to the Russian legislation). To configure call forwarding, go to the My Phone Numbers section. You can configure call forwarding separately for each phone number. IMPORTANT! A call campaign won't start without configured call forwarding.

Q: Can another person use my phone number?

A: No. You verify your phone number for yourself and bear personal responsibility for how you use the verified number.

Q: What are my responsibilities when I use Voximplant Kit?

A: By creating a call campaign, you certify:

1) that you lawfully obtained the customers' contact details for calling;

2) that the customers agreed to be notified in such a manner.

When you create a campaign, you must select the checkboxes with the corresponding requirements. Thus, creating a call campaign means that you have accepted the responsibilities according to the Russian legislation.

Q: Which browsers are supported by Voximplant Kit?

A: The following browsers are supported:

Edge 16+
Firefox 58+
Chrome 61+
Opera 48+
Safari 11+
Yandex Browser, the latest version

It’s not recommended to use Internet Explorer 11, because some site elements could not be rendered properly.

Q: What are variables? How do I use them?

A: A variable is a storage for data. For example, Voximplant Kit has standard {{phone}} and {{UTC}} variables. The {{phone}} variable is used for storing the phone numbers; the {{UTC}} variable stores the customer’s time zone. You can use standard variables or create your own ones.

Example 1. Using a standard variable in Voximplant Kit.

The minimum set of blocks above performs the following:

Starts a scenario

Calls a customer

If the customer answers the phone, the scenario ends with a successful status

If the customer couldn’t be reached, the scenario finishes with the unsuccessful status.

The Call to Number block covers step 2. Clicking this block will open its settings. It is a simple block with only one parameter: Phone.

By default, the parameter value is the {{phone}} variable.

The {{phone}} variable contains the customers’ phone numbers from your Excel file (see New Campaign, step 4, Map).

Using a standard {{phone}} variable based on the example of the speech synthesis block:

Example 2. Creating and using a new variable.

The Data Modification block allows you to change the variables and create new ones. Add this block to your scenario and click it. The block settings have the Variable and Value fields. Click the Variable field to select a variable in the list or type a name for a new variable.

IMPORTANT! The variable name can only contain Latin letters and numbers. You must enclose the name in curly brackets. The variable names are case-sensitive; {{Phone}} and {{phone}} are two different variables

Let's assume that you want to add the VIP status for a customer. To do this, create a variable named {{VIP}}, set it to yes, and click Save. That’s it! Now you can use your new variable in the next blocks.

Q: Can I name variables as I choose?

A: The variable name can only contain Latin letters and numbers. You must enclose the name in curly brackets. For example: {{name}} or {{email}}. The name is case-sensitive; {{Phone}} and {{phone}} are two different variables.

Q: If I need to use the same values in multiple scenarios, should I create the same variables in each scenario manually?

A: No, you shouldn't. There are Global variables, where you can create variables and assign them required values. Once you create such variable, you can use it in any number of Scenarios.

Example. Creating and using a variable to greet a customer.

Go to Integrations, section Global variables tab. Click Add parameter, fill in Key and Value. fields, then click Save. That's it! Now you can use the title variable in any Scenario.

To use the {{title}} variable, stick to the following syntax: {{GLOBAL.title}}

As a result, we have a text: “Dear customer! We have a discount for you!”

Q: What are variables used for most commonly?

A: You can use variables to store any data and name them as you want. We recommend using the following name and function combinations:

Variable name	Variable purpose
{{name}}	Customer name used to address him or her personally
{{email}}	Email address
{{date}}	Date and time in the following format: YYYY-MM-DD HH:mm:ss. For example, 2017-12-01 12:00:00
{{status}}	Status of the delivery, order, customer and so on
{{address}}	Geographical address (for the delivery, the customer's residence and so on)
{{orderID}}	Order number
{{content}}	Any content

You can use arbitrary variable names that are convenient personally for you.

Q: My customers call me. Can I use their phone numbers in scenarios?

A: Yes, you can. The number that initiates a call is stored into the {{CALL.phone_a}} variable.It could be the Caller ID of your customer or your calling campaign's Caller ID.

Meanwhile, the {{CALL.phone_b}} variable contains the callee number, i.e., the number that is being called by your customer/campaign.

Q: Are there any more call-related variables?

A: {{CALL.record_url}} Contains the URL of the call recording, if the recording was enabled.

{{CALL.id}} Contains the attempt ID. it is filled only after the call ends. Used in HTTP hooks (the “Scenario start” and “Inbound call” blocks).

{{CALL.result_code}} The call ending code. It is zero during a call. Example values: “2: 'Initiated by the callee'”, “3: 'End of the scenario'". Usage example: you can get the code from the HTTP hook and see if the callee hung up or reached the “End of the scenario” block.

{{CALL.attempt_num}} The sequence number of the attempt. Only relevant for outbound campaign calls. For other calls, it is equal to 1.

{{CALL.session_id}} The Voximplant session ID. Used for the unique call number.

{{CALL.callerid}} For inbound SIP calls. Repeats the behavior of the CALL.phone_a variable.

{{CALL.destination}} For inbound SIP calls. Repeats the behavior of the CALL.phone_b variable.

{{CALL.display_name}} The caller name in case of a SIP call; it is a phone number in case of phone network calls.

Q: What is Voicemail Detection (VMD)?

A: It's a feature which detects voicemail and automated replies: the mobile phone is switched off, your call was unable to connect, etc. If VMD triggers, a scenario won't be executed, and only VMD fee will be debited from your account. Detection is performed during the first 5 sec after a customer was reached.

Q: What are the limitations of Voicemail Detection?

1. Accuracy could vary; for countries where we trained the VMD, it’s up to 99%.
2. Detection takes time, up to 2.5 seconds.
3. It runs for 50 seconds at the most.

Q: Which types of speech synthesis are available?

A: The basic speech synthesis is free of charge. The premium speech synthesis which provides the best quality of speech is available in the Text to Speech block settings (see the Language drop-down). The English synthesis is powered by WaveNet. The Russian synthesis is powered by Yandex SpeechKit:male voice (Erkanyavas) and female voice (Oksana).

Q: What about synthesis settings?

A: You can use SSML markup to improve the quality of your synthesized text, as SSML affects the different stages of the synthesis process. Currently, we support the <break> tag for all languages. This tag set the pause between any words.

You can use the time attribute to specify the pause’s duration in seconds or milliseconds, for example, "2s" or "250ms".

If there is no <break> tag between words, the pause is determined automatically based on the linguistic context.

Example. Thanks for your feedback!<break time="200ms"/>Goodbye!

Q: Can I use my own media files in scenarios?

A: Sure. To do this, go to the Audio section at the top of the screen and upload your file. This file will be available in the Interactive menu and the Player blocks.
The supported format is mp3; the maximum size is 10 MB.

Q: I want to forward calls to SIP, is it possible?

A: Yes, there is the “Call Forwarding” block with the “Phone number”/“SIP” switch in it.

Q: Which fields should I fill out to configure SIP Call Forwarding?

A: Type in a SIP URI in the appropriate field in the format username@host . UDP is used by default for transferring data; if there's a need to use TCP, you have to specify it in the ;transport=tcp, parameter, like this: alice@example.org;transport=tcp.

The Caller ID value should be a phone number that will be displayed to a called user. Auth user (optional) – a username for SIP Authentication. If it's not specified, the Caller ID value is used.

Display name (optional) – a name of the calling user, that will be sent if the From header. If it's not specified, the From field would be in the format xxxxx.kit.voximplant.com, where xxxxx is your account name.

Password (optional) – a password for SIP Authentication.

Outbound Proxy (optional) – an additional proxy for a call.

Q: I use a firewall, which IP addresses and ports should I specify for receiving traffic?

A: Ports for UDP traffic: 8000-18000, 20000-30000.

IP list:

185.164.148.0/22
69.167.178.6
89.184.65.247
89.219.34.163
95.213.198.99
18.229.108.9
13.48.50.139
3.123.246.217
18.140.111.54
13.55.250.61
51.77.85.41
79.137.19.50
149.202.24.238
66.242.4.112
149.56.83.167
35.187.244.139
35.199.91.11
178.159.33.225
173.0.146.133
35.199.101.147
173.0.146.163
35.197.173.8
203.195.121.227
188.42.37.36
89.184.83.207
89.184.82.139
88.212.234.226

Q: Is there an “advanced” way to manage variables?

Yes, there are special templates in Voximplant Kit for this purpose; using them, you can add working hours checking, convert the date format, round the retrieved values, etc.

CEIL

Round up to a whole number.
Numbers having more than 20 digits, written in exponential notation, and strings cause the error.

For example, variable test = 2.344

{{CEIL 5.344}} >>> 6
{{CEIL test}} >>> 3
{{CEIL -1.1}} >>> -1

FLOOR

Round down to a whole number.
Numbers having more than 20 digits, written in exponential notation, and strings cause the error.

For example, variable test = 2.344

{{FLOOR 5.344}} >>> 5
{{FLOOR test}} >>> 2
{{FLOOR -1.1}} >>> -2

CHECK_HOURS

Check if the time of a function call matches with the specified range.

{{CHECK_HOURS '09:30' '19:30' '+3' 'all'}} >>> 1 или 0

COMPARE

Comparison of two values /variables. The following comparison characters are supported: "==", "!=" (means not equal), ">", "<", "<=", ">=".

{{#COMPARE v1 operator v2}} if_true {{else}} if_false {{/COMPARE}}

It is mandatory to explicitly define values returned during comparison (e.g., “yes” if the condition is met and “NO” otherwise)

{{#COMPARE 'test' '==' 'tust'}} true {{else}} false {{/COMPARE}} >>> false

For example, variable order_found = yes

{{#COMPARE order_found '==' 'yes'}}
order found {{else}}
order not found {{/COMPARE}}
>>> order found

CALC

Mathematical functions: addition, subtraction, multiplication, division.

{{#CALC}} equations {{/CALC}}

Variables inside CALC must be in curly brackets.

For example, variable price = 10

{{#CALC}}
{{price}} * 5{{/CALC}}
>>> 50

DATE_CONVERT

Date format conversion.

For example, variable order_data = 12:00 25.12.2019

{{DATE_CONVERT order_data 'HH:mm DD.MM.YYYY' 'DD/MM/YYY'}}
>>> 25/12/2019

Original date 12:00 23.01.2018

Original format: HH:mm DD.MM.YYYY

New format	Result
MM/DD/YY	01/23/18
MM/DD/YYYY	01/23/2018
YY.MM.DD	18.01.23
YYYY.MM.DD	2018.01.23
DD/MM/YY	23/01/18
DD/MM/YYYY	23/01/2018
DD.MM.YY	23.01.18
DD.MM.YYYY	23.01.2018
DD-MM-YY	23-01-18
DD-MM-YYYY	23-01-2018
HH:mm:SS	12:00:00
MM-DD-YY	01-23-18
MM-DD-YYYY	01-23-2018
YY/MM/DD	18/01/23
YYYY/MM/DD	2018/01/23
YYMMDD	180123
YYYYMMDD	20180123
DD MMM	23 Mar
DD MMMM	23 March
DD MMMM YYYY	23 March 2018
DD MMMM YY	23 March 18
dddd, MMMM D, YYYY	Friday, March 23, 2018
HH:mm:ss.SSS	13:20:00.000
M/D/YY	3/23/18
MMM D, YYYY	Mar 23, 2018
MMMM D, YYYY	March 23, 2018
HH:mm:ss YY/MM/DD	12:00:00 18/03/23

PLUCK

Creating a new array from the values of the old array based on the key.

For example, variable array_sample = [{"id": 1, "value": "q"}, {"id": 2, "value": "w"}, {"id": 3, "value": "e"}]

{{PLUCK array_sample 'id'}}
>>> [1,2,3]

FILTERBY

Filter data by the specified parameter and its value. A new array is returned since a source array isn’t mutated.

For example, variable array_sample = [{"id": 1, "value": "q"}, {"id": 2, "value": "w"}, {"id": 1, "value": "e"}]

{{FILTERBY array_sample 'id' 1}}
>>> [{"id":1,"value":"q"},{"id":1,"value":"e"}]

FINDBY

Find the first array element that satisfies the provided key value.

For example, variable array_sample = [{"id": 1, "value": "q"}, {"id": 2, "value": "w"}, {"id": 3, "value": "e"}]

{{FINDBY array_sample 'id' 1}}
>>> {"id": 1, "value": "q"}

JOIN

Convert an array to a string with the specified delimiter.

For example, variable test = ["summer","autumn","winter","spring"]

{{JOIN test '|'}}
>>> summer|autumn|winter|spring

LENGTH

The length of the string/array.

An array with single quotes ['1', '2', '3'] вis treated as a string (LENGTH — 15).

For example, variable test_str = "text example"
variable test_array = ["apple", "banana", "carrot", "coconut"]
variable test_obj = {"key1": 1, "key2": 2, "key3": 3}

{{LENGTH test_str}} >>> 12
{{LENGTH test_array}} >>> 4
{{LENGTH test_obj}} >>> 3 (количество ключей)

LOWERCASE

Convert a string to lower case.

For example, variable test = "WONDERFUL order"

{{LOWERCASE test}} >>> wonderful order

UPPERCASE

Convert a string to upper case.

For example, variable test = "WONDERFUL order"

{{UPPERCASE test}} >>> WONDERFUL ORDER

PHONE_FORMAT

Remove all non-digits from the specified string.

For example, variable test = "+7-917 562 02 -34"

{{PHONE_FORMAT test}} >>> 79175620234

REPLACE

Replacing one value by another in the specified string.

For example, variable test = "John"

{{REPLACE 'Hello, my name is NAME' 'NAME' test}}
>>> Hello, my name is John

REVERSE

Reverse the specified string/array.

For example, variable test_str = "Some text"
variable test_arr = [1,2,3,4,5]

{{REVERSE test_str}} >>> txet emoS
{{REVERSE test_arr}} >>> [5,4,3,2,1]

SORT

Sort the array values in ascending order. The numbers are sorted first then followed by the letters.

For descending order use the option reverse = 1.
For example, variable test_array = ["banana", "apple", "coconut", "carrot"]

{{SORT test_array}} >>> ["apple","banana","carrot","coconut"]
{{SORT test_array reverse=1}} >>> ["coconut","carrot","banana","apple"]

SORTBY

Sort an array by a specific argument in ascending order.

For descending order use the option reverse = 1.
For example, variable array_sample = [{"id": 1, "value": "z"}, {"id": 2, "value": "a"}, {"id": 1, "value": "x"}]

{{SORTBY array_sample 'value'}}
>>> [{"id":2,"value":"a"},{"id":1,"value":"x"},{"id":1,"value":"z"}]

SPLIT

Convert a string to an array regarding the specified delimiter.

For example, variable test = "summer;autumn;winter;spring"

{{SPLIT str separator}} >>> ["summer","autumn","winter","spring"]