AudioCodes IVR and ACD for Lync Example Guide

AudioCodes Auto Attendant - IVR and ACD Example guide

This document will describe the necessary steps to setup the AudioCodes Auto Attendant with the following
configuration:

Example of IVR and ACD call flow setup:

Working hours IVR:
“Welcome to the company. For Sales press 1. For Support press 2. If you know the extension number,
please dial it now. For the operator press 0, or wait.”
Note:
Sales will transfer to Lync user
Support will transfer to Support ACD
Collect and Dial should be 4 digit number (e.g. 4200)
Operator should be Lync user

Non-working hours IVR:

“Welcome to the company. Our offices are closed right now. For urgent matters press 5.”
Note:
Pressing 5 will transfer the call to external number (e.g. 111111111)
Else, disconnect the call.

Support ACD:
Play prompt: “Thank you for calling company support, please wait for an available agent.” + play MOH
ACD should include one group with 3 Lync agents.

1. Preparation
1.1. Set the business hours of the company
Management  Auto Attendant  Business Hours  Add New Business Hours

Enter the desired business hours and click Submit.

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1.2. Add IVR endpoint:

Management  Auto Attendant  IVR Endpoints  Add New IVR Endpoint
You must choose an endpoint that already exists in the system.
In the ‘Filter’ field, enter part of the name of the endpoint that you are searching for, and click on the ‘Find’
button to find matching results.

Click ‘Add’ next to the user you wish to add as an endpoint, and then ‘Submit’.

1.3. Add prompts:

Management  Auto Attendant  Prompts  Add New Prompt
Here we will enter 3 different prompts.
Working Hours prompt: (prompt name must be without spaces)

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Non-working hours prompt:

And Support ACD prompt:

At the end of each one, click the Submit button.

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2. Add Support ACD Group

2.1. Add Agents
Management  Automatic Call Distribution  Agents  Add New Agent

Use the Filter field to search for existing Lync agents.

Click ‘Add’ on the right-hand side of 3 of the users you are adding as agents.
Then click ‘Submit’ for each one.

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2.2. Create a Group for these Agents

Management  Automatic Call Distribution  Groups  Add New Group

Choose the 3 Lync agents, add Name and Routing Method, and click Submit.

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2.3. Add a Queue using this Group

Management  Automatic Call Distribution  Queues  Add New Queue

Then click Submit.

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2.4. Add ACD Flow

Management  Automatic Call Distribution  ACD Flow  Add New ACD Flow

Enter the Name and add the previously recorded prompt (support_prompt).

In the Outside of Business Hours tab, select the Business hours:

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In the Queue tab, select the Support Queue, and leave the music on hold option selected for default MOH.

Click Submit.

3. Create the IVR

3.1. Add the New IVR
Management  Auto Attendant  IVRs  Add New IVR

Enter the IVR Name, and choose the IVR Endpoint. Then click on the ‘Submit’ button.
From the IVRs List page, click on the ‘Edit IVR’ icon on the right-hand side of the row of the IVR you are
creating:

Check the ‘Enable’ checkbox to activate the IVR.

Then click on ‘Manage IVR Flow’. You will see a screen like this:

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3.2. Adding Transfer Node for the Collect and Dial option
Click on ‘Add’, and then on the ‘Transfer’ icon (top right).

Enter the Name (e.g. Collect and Dial), and click Save.

In the Transfer URI field, enter ${ResultText} as shown below:

Then click ‘Save’.

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3.3. Adding Transfer Node for Dial to Operator option

Click on ‘Add’, and then on the ‘Transfer’ icon (top right).

Enter the Name (e.g. Dial To Operator), and click Save.

In the Transfer URI field, enter the operator number or SIP URI as shown below:

Under ‘On Error’, in the ‘On transfer fail goto’ field, select ‘IVR terminate’.
Then click ‘Save’.

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3.4. Now we’ll add the Working Hours menu:

Click on ‘Add’, and then on the ‘Menu’ icon (top left).

Enter the name of your menu (e.g. Working Hours Menu), and click ‘Save’.
(If you see a ‘Failed to validate….’ error on the next page, you can ignore it).
For the Main Prompt, select the prompt ‘working_hours_main’ that we created earlier.
Click the ‘Add Menu Choice’ button twice, to add 2 menu choices.
Create the following conditions:
Condition Action Data
When user selects 0 Transfer to: The operator’s number – Lync user
When user selects 1 Transfer to: Sales’ number – Lync user
When user selects 2 GOTO ACD: ACD: Support ACD

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Then enter:
If no choice is selected and input is between 4 and 4 digits… (The extensions in this example would be 4
digits long) Then go to Collect and Dial (which we created earlier).

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To dial to the operator on silence timeout – open the On Error part

And set "On Silence Error goto" to the "Dial to Operator" transfer node.
‘Maximum silence errors’ = 1

Then click on the Save button.

3.5. Now we’ll add the Non-Working Hours menu:

Click on ‘Add’, and then on the ‘Menu’ icon (top left).

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Enter the name of your menu (e.g. Non Working Hours menu), and click ‘Save’.
(If you see a ‘Failed to validate….’ error on the next page, you can ignore it).
For the Main Prompt, select the prompt ‘Non_working_hours_prompt’ that we created earlier.
Create the following condition:
Condition Action Data Destination:
When user selects 5 Transfer to: some external number, e.g. 111111111

Under the ‘On Error’ section, in the field ‘On silence or no recognition error goto’, select ‘IVR terminate’.

Click on the Save button.

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3.6. Setting the IVR according to business hours

Click on ‘Add’, and then on the ‘Holidays and Business Hours’ icon (bottom right):

Enter a name, and click Save.

In the ‘Goto’ field, select the Working Hours menu.

In the Business Hours section:
- In the ‘Business hours set’ field, select ‘Normal Working Hours’ schedule that we created earlier.
- In the ‘When outside business hours goto’ field, select ‘Non Working Hours menu’.
In ‘Office Closed’ section, in the ‘When closed goto’ field, select ‘Non Working Hours menu’.

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3.7. Now let’s put all the IVR items in order:

Click on the First Answer Node, and set the Goto field to the ‘Business Hours’ node:

Click on the Save button.

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Click on the Collect and Dial node, and under ‘On Error’, set ‘On transfer fail goto’ to Working Hours Menu:

Then click on the Save button.

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Press the Commit button, and the ‘Commit’ again when asked if you’re sure you want to commit.
In the end, the tree will look like the tree below:

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