The blocks are collected in Groups of Applications: in the following sections you can find all available application for each group.

Entry group applications

This group - start, finally and end - manages the begin and the end of a call from an Application point of view.

Start

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Description

The Start block must be the very first one in each IVR application. The application will not be published without the Start box: it can be used just once for each IVR.

Parameters

• Label: here you can type a brief description of the box

• Answer: If set to YES, the system answers the channel.

Exit Arrows

This block provides just one arrow out to the next step

Finally

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Description

This block is executed when the application loses the voice channel. It should be used for example to write some data on a DB after the call hangup or at the end of each IVR.  You can use all the boxes you want after the finally.

Of course boxes for audio playing will not have any effect on the customer experience.

Parameters

• Label: here you can type a brief description of the box

Exit Arrows

This block provides just one arrow out to the next step

End

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Description

This box needs to be placed at the end of every leaf of the IVR tree. You can put an End box either at the end of each leaf or have a unique End box whom all the leaves connect to.

Parameters

• Label: here you can type a brief description of the box

Exit Arrows

This box does not have exit arrow

Call management applications

This group of boxes - answer, hangup, internal dial, external dial, queue, voicemail, callback - can be used to manage the begin and the end of a call from a Telephony point of view.

Answer

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Description

This box picks up the call and opens also the voice channel

Parameters

• Label: here you can type a short description of the box

• Timeout: here you can setup a timeout in seconds the customer will wait before the system picks up the call. During that period the customer will hear to the “Music On Hold” if it is configured on your server.

Exit Arrows

This box provides just one arrow out to the next step

Hangup

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Description

This box hangs up the call to the customer on the remote party

Parameters

Label: here you can type a brief description of the box

Exit Arrows

 This box has got any exit arrow

Internal Dial

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Description

This box performs the standard Asterisk Dial command towards an internal phone

Parameters

• Label: here you can type a brief box description

• SIP:  the agent that you want to call (i.e. john.doe (998))

• Timeout: the maximum dial time in seconds (default is 60 s). 

• Options: here you can type the asterisk dial options parameter (it is optional).

• URL: this parameter will also be sent to the called party upon successful connection (it is optional).
  

Exit Arrows

This box provides just one arrow out to the next step

External Dial

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Description

This box performs the standard Asterisk Dial command towards an external phone

Parameters

• Label: here you can type a brief box description

• Phone: the number that you want to call (i.e. 012345678)

• Trunk: the trunk that you want to use for the call

• Timeout: the maximum dial time in seconds (default is 60 s). 

• Options: here you can type the asterisk dial options parameter (optional). Refer to the Asterisk’s wiki.

• URL: this parameter will also be sent to the called party upon successful connection (optional)
  

Queue

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Description

This box performs the standard Asterisk Queue command in order to manage calls to a Queue (especially useful for ACD or asterisk call center applications).

Parameters

• Label: here you can type a brief box description

• Queue name: name of the Asterisk pre-defined queue

• Options: queue command options. It may contain zero or more of the following characters:

  • d: data-quality (modem) call (minimum delay)

  • h: it allows the callee to hang up by pressing *

  • H: it allows the caller to hang up by pressing *

  • n: no retries on the timeout: it exits this application and goes to the next step

  • r: ringing instead of playing MOH

  • R: stops moh and rings once an agent is ringing (Asterisk Trunk)

  • t: it allows the called user to transfer the calling user

  • T: it allows the calling user to transfer the call.

  • w: it allows the called user to write the conversation to disk via Monitor

  • W: it allows the calling user to write the conversation to disk via Monitor

  • c: continuing in the dialplan if the callee hangs up (Asterisk 1.6.0 and above)

  • i: it ignores the call forward requests from queue members and do nothing when they are requested (Asterisk 1.6.0 and above)

  • k: it allows the called party to enable parking of the call by sending the DTMF sequence defined for call parking in features.conf (Asterisk 1.6.0 and above)

  • K: it allows the calling party to enable parking of the call by sending the DTMF sequence defined for call parking in features.conf (Asterisk 1.6.0 and above).

  • x: it allows the called user to write the conversation to disk via MixMonitor (Asterisk 1.6.0 and above).

  • X: it allows the calling user to write the conversation to disk via MixMonitor (Asterisk 1.6.0 and above).

• Timeout: time in seconds a call will wait in the queue before it is routed to the next priority in the dialplan (if not defined or 0 the default behaviour is unlimited)

• URL: external URL (when supported)

• AGI: AGI script invoked when a queue member answers the call

• macro: run a macro on the called party's channel (the queue member) once the parties are connected

• gosub: run a gosub on the called party's channel (the queue member) once the parties are connected

• position: attempt to enter the caller into the queue at the numerical position specified (e.g.: 1 would attempt to enter the caller at the head of the queue, 3 would attempt to place the caller third in the queue, and so on)

Exit Arrows

This box provides just one arrow out to the next step

Voicemail

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Description

This box performs the standard Asterisk Voicemail command** in order to route your call flow to a pre-defined Asterisk voicemail box and context.

Parameters

• Label: here you can type a brief box description

• Mailbox: here you can set the voicemail box (mailbox@context) you want to route the call to. You can specify the mailbox you have previously configured in the Voicemail section.

• Options: VoiceMail command options. Refer to the Asterisk’s wiki.

Exit Arrows

This box provides just one arrow out to the next step

Callback

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Description

Parameters

• Label: here you can type a brief description of the box

• Name: Caller name. Default: {CALLERID(name)}

• Last Name: Caller last name

• Phone: the phone number of the customer that you want to call back. Default: {CALLERID(num)}.

• List: contact manager list where the contact will be added.

• Delay [min]: time in minutes from NOW (current time) to schedule a contact. Here you can insert a value that defines when the customer will be called. 

• Priority: add a contact with a specific priority.

Exit Arrows

 This box has got one exit arrow

Agent management applications

• add agent to all the queues he belongs to (Login)

• remove agents to all the queues he belongs to (Logout)

• pause agents on all the queues he belongs to (Pause)

• end pause agent on all the queues he belongs to (End Pause)

This group of blocks can be used in an IVR in order to manage the queue status of the Agents who use external phones (soft phones, hard phones or mobile phones) instead of (or blended with) the traditional Phonebar or the WebRTC bar Agents. 

Login

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Description

This box allows to add an agent to all the queues he belongs to.

Parameters

In order to find the Agent's queues, you need to set the column where the script must search the caller number.

• Label: here you can type a short description of the box

• Find by, which specifies if the caller number should be found as an:

  • Internal (as specified in the Agent profile as internal number)

  • Phone (as specified in the Agent profile as phone)

  • Mobile (as specified in the Agent profile as mobile)

Exit Arrows

For this box you must create two exit arrows using the following values:

• success: the agent has been successfully logged into his queues

• failure: the agent has not been successfully logged into his queues (e.g.: agent is not found or for maximum number of agents logged exceeded)
  

Pause

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Description

This box allows to pause an agent on all the queues he belongs to.

Parameters

In order to find the Agent's queues, you need to set the column where the script must search the caller number.

• Label: here you can type a short description of the box

• Find by, which specifies if the caller number should be found as an:

  • Internal (as specified in the Agent profile as internal number)

  • Phone (as specified in the Agent profile as phone)

  • Mobile (as specified in the Agent profile as mobile)

• Pause type:

  • default none

  • any pause type available on the server

Exit Arrows

For this box you must create two exit arrows using the following values:

• success: the agent has been successfully paused to his queues

• failure: the agent has not been successfully paused to his queues (e.g.: agent is not found)
  

End Pause

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Description

This box allows to end the pause of an agent to all the queues he belongs to.

Parameters

In order to find the Agent's queues, you need to set the column where the script must search the caller number.

• Label: here you can type a short description of the box

• Find by, which specifies if the caller number should be found as an:

  • Internal (as specified in the Agent profile as internal number)

  • Phone (as specified in the Agent profile as phone)

  • Mobile (as specified in the Agent profile as mobile)
    

Exit Arrows

For this box you must create two exit arrows using the following values:

• success: the agent has been successfully ended to be in pause on his queues

• failure: the agent has not been successfully ended to be in pause on his queues (e.g.: agent is not found)

Logout

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Description

This box allows to log out an agent to all the queues he belongs to.

Parameters

In order to find the Agent's queues, you need to set the column where the script must search the caller number.

• Label: here you can type a short description of the box

• Find by, which specifies if the caller number should be found as an:

  • Internal (as specified in the Agent profile as internal number)

  • Phone (as specified in the Agent profile as phone)

  • Mobile (as specified in the Agent profile as mobile)

Exit Arrows

 For this box you must create two exit arrows using the following values:

• success: the agent has been successfully logged out from all the queues he belongs to

• failure: the agent has not been successfully logged out from all the queues he belongs to (e.g.: agent is not found)
  

Variable nodes and math

This group of boxes handles the variables and math operations.

Set

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Description

The box lets you set the value of a variable (previously defined in the IVR dashboard)

Parameters

• Label: here you can type a short description of the box

• Variable: pickup list you can use to choose the variable you want to use, selecting from the variable list previously defined under Tools < Variable section. You can also create a variable from the toolbar (File < Variable).

• Value: variable value, like the following:

  • Constant (digits or text)

  • An Asterisk variable in the format {VARIABLE_ASTERISK}

  • A generic non-asterisk variable previously defined in the Cally Square dashboard, in the format {VARIABLENAME}

  • Others
    

Exit Arrows

The box provides just one arrow out to the next step

Math

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Description

Here you can perform complex mathematical operations during the call flow

Parameters

• Label: here you can type a short description of the box

• Operation**: the mathematical operation

i.e. ({RECORD}*2)-4*7/(5*3)+62

i.e. array handler: '{INPUT_DATA}.split(";")'

• Result: variable used to store the operation output

Exit Arrows

The box provides just one arrow out to the next step

Play and Menu nodes

This group manages the audio playing.

Playback

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Description

Here you can play an audio file without any interaction between the customer and the application. The audio is unstoppable

Parameters

• Label: here you can type a brief description

• Audio: name of the audio file you want to play in the current box
  

Exit Arrows

This box provides just one arrow out to the next step

Menu

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Description

This is probably one of the most important application box available on Cally Square. Here you can build a complex menu using a single box: you can play the message, count the retries on errors (i.e. to avoid dangerous loops) and set a variable with the digit value(s) pressed by the customers

Parameters

• Label: here you can type a brief description

• Audio: the name of the audio file you want to play in the current box

• Response Timeout: the maximum number of seconds the system waits before considering the customer not interacting with the application

• Max Digit: the maximum number of digits the system waits before moving on to the next step

• Retries: here you can set the number of loops automatically performed in case of digits not valid or timeout**

• Variable: the variable you want to fill with the digits pressed by the customer.

** Please consider the menu box gives the top priority to the invalid (i) or timeout (t) branches (if present) before routing the call in a loop.

Exit Arrows

The menu box lets you draw many exit arrows according to the following syntax:

• X: the box waits for one digit if the MaxDigit parameter is set to one

• XX: the box waits for exactly N digits (in this example N=2)

• i: the system takes this path if the entry selected is invalid

• t: the system takes this path if the box goes in case of timeout

• -: the system considers this branch when the retry value is reached. Timeout and Invalid branches have higher priority than this branch.

It is possible to add multiple choices for each output branch: use just the comma separated characters.

Say Digits

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Description

Here you can play the digits, one by one, in the chosen language (defaults to English)

Parameters

• Label: here you can type a brief description

• Digits: the digits you want to be played: they can be both a digit string (i.e. 1234) or a VARIABLE (i.e.  {CALLERID(num)})

• Escape digits: special character to exit from the playing (i.e. #)

Exit Arrows
This box provides just one arrow out to the next step
 

Say Number

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Description

Here you can play a number (i.e. 2583 will be played like "two thousand, five hundred and eighty threes")

Parameters

• Label: here you can type a brief description

• Number: the number you want to be played: they can be both a digit string (i.e. 1234) or a VARIABLE (i.e.  {CALLERID(num)})

• Escape digits: special character to exit from the playing (i.e. #)

Exit Arrows
This box provides just one arrow out to the next step

SayPhonetics

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Description

Here you can sequentially play each asterisk sound file located in /var/lib/asterisk/sounds/phonetic/character_p.gsm for each character in input using the NATO Phonetic Alphabet.

Parameters

• Label: here you can type a brief description

• Text: the text you want to be played: it can be both a digit string (i.e. Joe) or a VARIABLE (i.e.  {CALLERID(name)})

• Escape digits: special character to exit from the playing (i.e. #)

Exit Arrows
This box provides just one arrow out to the next step

GetDigits

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Description

Here you can prompt the user to insert a series of digits: you can play the message, count the retries on errors (i.e. to avoid dangerous loops) and set a variable with the inserted digits value.

Parameters

• Label: here you can type a brief description

• Audio: the name of the audio file you want to play in the current box

• Response Timeout: the maximum number of seconds the system waits before considering the customer not interacting with the application

• Min Digit: the minimum number of digits the system can accept without considering it an invalid entry

• Max Digit: the maximum number of digits the system waits before moving on to the next step

• Retry: here you can set the number of loops automatically performed in case of invalid digits **

• Variable: the variable you want to fill with the digits pressed by the customer.
  

Exit Arrows
The getdigits box lets you draw many exit arrows according to the following syntax:

• x: is the exit arrow, the path taken when a valid digit is inserted. If not present, on valid entry the call will be dropped.

• i: the system takes this path if the entry is invalid. If not present it will simply loop the getdigits box until it runs out of retries.

• -: the system takes this path if it runs out of retries. If not present, when the system runs out of retries will simply drop the call.

GetSecretDigits

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Description

Here you can prompt the user to insert a series of digits and some of them will be hidden, for security reasons. You can play the message, set how many digits you want to hide, count the retries on errors (i.e. to avoid dangerous loops) and set a variable with the inserted digits value.

Parameters

• Label: here you can type a brief description

• Audio: the name of the audio file you want to play in the current box

• Response Timeout: the maximum number of seconds the system waits before considering the customer not interacting with the application

• Min Digit: the minimum number of digits the system can accept without considering it an invalid entry

• Max Digit: the maximum number of digits the system waits before moving on to the next step

• Retry: here you can set the number of loops automatically performed in case of invalid digits **

• Hidden Digits Number: the number of digits that the system will hide, for security reasons

• Hidden Digits Position: you can set if the First or Last #N digits will be hidden

• Variable: the variable you want to fill with the digits pressed by the customer.
  

Exit Arrows

The getsecretdigits box lets you draw many exit arrows according to the following syntax:

Send DTMF

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Description
This block allows the interaction with the system by sending DTMF (Dual-Tone Multi-Frequency) tones enabling users to provide input using the telephone keypad during a phone call.
So caller can select for example menu option, enter numbers or provide answers through the use of DTMF tones transmitted during the call.

Parameters

• DTMF Tones to play: list of digits accepted 0-9, *#, a-d, A-D, w (for a half second pause), W (for a second pause) , f (for a flash-hook, if the channel supports it).
  Max 30 digits

• Timeout between tones: amount of time to wait between tones. expressed in milliseconds (max 60000)

• Tone duration: duration of each digit, expressed in millseconds (max 60000)

Exit arrows

This box has got one exit arrow

Recording

The following section explains how to perform live recordings of calls.

Record

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Description

This box performs a .wav call recording to a file of the current Asterisk channel

Parameters

• Label: here you can type a brief box description

• Filename: display name of the file in the Recordings section.

• Recording Format

• Escape digits: special digits to exit the current recorded call

• Timeout: maximum recording duration in seconds. If -1 the considered timeout is unlimited
  

Built-in variables

We provide the following Asterisk channel variables named

• RECORDING_SAVENAME

which show the filename of the recording in the file system without extension.

Exit Arrows

This box provides just one arrow out to the next step

TTS - Text to Speech

GoogleCloudTTS

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Description

This box lets you perform a Text-To-Speech conversion using the Google Cloud TTS*

Parameters

• Label: here you can type a brief description

• ApiKey: (mandatory) insert here the apikey for the Google Cloud Text To Speech application, generated on the Google Developer Application console

• Text Type: (mandatory) the available choices are Text (PlainText) or SSML (Speech Synthesis Markup Language: refer to Google official documentation to find out more about how to use it)

• Text: the text you want to be translated 

• Language: the language you want use for the translation

• Gender: the voice of the operator(choose between Female/Male voice. Default value is Female)

Exit Arrows

This box provides just one arrow out to the next step

GoogleTTS

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Description

This box lets you perform a Text-To-Speech conversion using the Google TTS*.

Parameters

• Label: here you can type a brief description

• Text: the text you want to be translated (the maximum text length allowed is 200 characters)

• Language: the language you want use for the translation (i.e. it, en, etc..)

Exit Arrows

This box provides just one arrow out to the next step

ISpeechTTS

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Description

This box lets you perform a Text-To-Speech conversion using the Ispeech TTS Agi* Parameters

Parameters

• Label: here you can type a brief description

• Text: the text you want to be translated 

• Key: your acquired license key from the ispeech.org account

• Language: the language you want use for the translation (i.e. it, en, etc..)

• Speed

• Interrupt key
  

Exit Arrows

This box provides just one arrow out to the next step.

AWSPolly

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Description

This box enables a voice-to-text conversion function using AWS Polly Agi Parameters*.

For additional information see https://aws.amazon.com/polly/

Parameters

• Label: here you can type a brief description

• Access Key ID and Secret Access Key: AWS security credentials. Required: Yes 
  (see http://docs.aws.amazon.com/sdk-for-java/v1/developer-guide/credentials.html)

• Region: AWS regional endpoint. Required: Yes (see http://docs.aws.amazon.com/general/latest/gr/rande.html#pol_region)

• Voice: the voice used for the synthesis. Required: Yes

• Text: input text to synthetize. Required: Yes

• Text Type: specifies whether the input text is plain text or SSML. The default value is plain text (see https://docs.aws.amazon.com/polly/latest/dg/ssml.html).

Exit Arrows

This box provides just one arrow out to the next step

LumenvoxTTS

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Description

This box lets you perform a Text-To-Speech conversion using the Lumenvox TTS*

Parameters

• Label: here you can type a brief description

• Text: the text you want to be translated 

• Options: they control details about the synthesis. Valid options are:

  • l - language to use (e.g. "en-GB", "en-US", "en-AU", etc.)

  • v - voice name to use (e.g. "Lindsey", "Chris", etc.)

  • g - voice gender to use (e.g. "male", "female")

  • p - profile to use, as specified in the mrcp.conf file

  • i - digits to allow the TTS to be interrupted with (can specify "any" to allow any digits to interrupt)

  • f - filename on disk to store audio to (audio not stored if not specified or empty)

  • epe – exit on a play error

  • pv - prosody volume (silent/x-soft/soft/medium/load/x-loud/default)

  • pr - prosody rate (x-slow/slow/medium/fast/x-fast/default)

You are not required to supply any options. Multiple options can be provided by joining options with an ampersand, e.g. l=en-US&g=female

Exit Arrows

This box provides just one arrow out to the next step

SestekTTS

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available from rel. 2.0.84

Description

This box lets you perform a Text-To-Speech conversion using the Sestek TTS.

Parameters

• Label: here you can type a brief description

• Text: the text you want to be translated 

• Options: they control details about the synthesis. Valid options are:

  • l - language to use (e.g. "en-GB", "en-US", "en-AU", etc.)

  • v - voice name to use (e.g. "Lindsey", "Chris", etc.)

  • g - voice gender to use (e.g. "male", "female")

  • p - profile to use, as specified in the mrcp.conf file

  • i - digits to allow the TTS to be interrupted with (can specify "any" to allow any digits to interrupt)

  • f - filename on disk to store audio to (audio not stored if not specified or empty)

  • epe – exit on a play error

  • pv - prosody volume (silent/x-soft/soft/medium/load/x-loud/default)

  • pr - prosody rate (x-slow/slow/medium/fast/x-fast/default)

You are not required to supply any options. Multiple options can be provided by joining options with an ampersand, e.g. l=en-US&g=female

Exit Arrows

This box provides just one arrow out to the next step

MRCPSynth

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available from rel. 2.5.2

Description

This box lets you perform a Text-To-Speech conversion using the MRCPsynth TTS*

Parameters

• Label: here you can type a brief description

• Text: the text you want to be translated 

• Options: they control details about the synthesis. Valid options are:

  • l - language to use (e.g. "en-GB", "en-US", "en-AU", etc.)

  • v - voice name to use (e.g. "Lindsey", "Chris", etc.)

  • g - voice gender to use (e.g. "male", "female")

  • p - profile to use, as specified in the mrcp.conf file

  • i - digits to allow the TTS to be interrupted with (can specify "any" to allow any digits to interrupt)

  • f - filename on disk to store audio to (audio not stored if not specified or empty)

  • epe – exit on a play error

  • pv - prosody volume (silent/x-soft/soft/medium/load/x-loud/default)

  • pr - prosody rate (x-slow/slow/medium/fast/x-fast/default)

You are not required to supply any options. Multiple options can be provided by joining options with an ampersand, e.g. l=en-US&g=female

Exit Arrows

This box provides just one arrow out to the next step

ASR - Automatic speech recognition

GoogleASR

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Description

This box allows you to do a voice-to-text conversion using the Google ASR Agi* Parameters.

Parameters

• Label: here you can type a brief description

• Key: your acquired license key from the console.developers.google.com account

• Language: the language you want use for the translation

• Timeout: maximum recording duration in seconds. If -1 the considered timeout is unlimited

• Interrupt Key: special digits to exit the current recorded call

• Beep: to reproduce a beep before to record

• Record Speech: select if you want to save the voice recording used by Google ASR to turn it into text on XCALLY. Recordings will be saved in Recordings. 

• Number of seconds of silence: the number of seconds of silence that are permitted before to pass through the next block, regardless of the interrupt key or timeout

The ASR saves the results in two channel variables:

• GOOGLE_ASR_TRANSCRIPT: the result of the dictation recognition

• GOOGLE_ASR_CONFIDENCE: the precision of the recognition, between 0 and 1. Usually values above 0.8-0.9 means that the dictation has been correctly recognized.

Exit Arrows

This box provides just one arrow out to the next step

AWS ASR

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Description

This box allows you to do a voice-to-text conversion using the Amazon AWS Transcribe SDKs* Parameters.

Parameters

• Label: here you can type a brief description

• Access Key ID: your acquired license key from the Amazon account

• Secret Access Key: your secret key from the Amazon account

• Language: the language you want use for the translation https://docs.aws.amazon.com/transcribe/latest/dg/supported-languages.html

• Region: Select from the available regions: https://docs.aws.amazon.com/general/latest/gr/transcribe.html#transcribe-streaming

• Timeout: maximum recording duration in seconds. If -1 the considered timeout is unlimited

• Interrupt Key: special digits to exit the current recorded call

• Beep: to reproduce a beep before to record

• Record Speech: select if you want to save the voice recording used by AWS ASR to turn it into text on XCALLY. Recordings will be saved in Recordings. 

• Number of seconds of silence: the number of seconds of silence that are permitted before to pass through the next block, regardless of the interrupt key or timeout

The ASR saves the results in two channel variables:

• AWS_ASR_TRANSCRIPT: the result of the dictation recognition

• AWS_ASR_CONFIDENCE: the precision of the recognition, between 0 and 1. Usually values above 0.8-0.9 means that the dictation has been correctly recognized.

Exit Arrows

This box provides just one arrow out to the next step

ISpeechASR

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Description

This box allows you to do a voice-to-text conversion using the Ispeech ASR Agi* Parameters

• ispeech_asr_utterance: the result of the dictation recognition

• ispeech_asr_precision: the precision of the recognition, between 0 and 1. Usually values above 0.8-0.9 means that the dictation has been correctly recognised.

Parameters

• Label: here you can type a brief description

• Key: Your acquired license key from the ispeech.org account

• Model: the grammar of the dictation, to increase the precision of the recognition

• Language: the language you want use for the translation

• Interrupt Key: special digits to exit the current recorded call

• Timeout: maximum recording duration in seconds. If -1 the considered timeout is unlimited

• Beep: to reproduce a beep before to record

Exit Arrows  

This box provides just one arrow out to the next step

LumenvoxASR

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Description

This box allows you to do a voice-to-text conversion using the Lumenvox ASR application*

The ASR save the results in three channel variables:

• LUMENVOX_ASR_TRANSCRIPT: the result of the dictation recognition

• LUMENVOX_ASR_CONFIDENCE: the precision of the recognition, between 0 and 1. Usually values above 0.8-0.9 means that the dictation has been correctly recognised.

• LUMENVOX_ASR_INSTANCE: the instance of the recognition.
  

Parameters

• Label: here you can type a brief description

• Grammar: The grammar that should be used for the recognition. Grammars can be specified as text/XML inline for built-in grammars or by using a reference to an external file/URI.

If you need to use the multiple grammar, the value of the first grammar must be separated from the second one using a character defined (e.g.: grammar-a%grammar-b, defining the % as a delimiter in the options field gd):

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Options:

Options control details about the recognition. Valid options are:

• p - Profile to use in mrcp.conf

• i - Digits to allow recognition to be interrupted with. Set this to "none" to allow LumenVox to process the DTMF using a DTMF grammar. Otherwise, if "any" or other digits specified, recognition will be interrupted and the digit will be returned to dialplan.

• f - Filename to play while recognition occurs (if empty or not specified, no file is played)

• t - The recognition timeout (in milliseconds). This is the total amount of time a caller has to speak.

• b - Barge-in value (no barge-in=0, ASR engine barge-in=1, Asterisk barge-in=2). LumenVox strongly recommends allowing the ASR to perform barge-in instead of Asterisk.

• gd – The grammar delimiter. Defaults to a comma.

• ct - The confidence threshold (0.0 - 1.0). If a recognition result has a confidence score below this value, it will be returned as "no match." Defaults to 0.5.

• sl - The barge-in sensitivity level (0.0 - 1.0). The higher this number, the easier it is to barge-in. Defaults to 0.5.

• sva - Speed vs. accuracy, set on a scale of 0.0 - 1.0. The higher this number, the faster (and less accurate) recognitions will be. Defaults to 0.5.

• nb - N-best list length. Defaults to 1; increase this value if you wish to get more answers back from the recognizer.

• nit - No input timeout. This is the amount of time the caller has to start speaking before the recognizer returns a no-input result.

• sct - Speech Complete Timeout. This is the amount of time, in milliseconds, LumenVox must detect silence after a user stops speaking before the recognizer begins processing the utterance. Set this lower for single word utterances and higher for longer utterances. In most cases, a value of 800 is correct.

• dit - DTMF interdigit timeout

• dtt - DTMF terminate timout

• dttc - DTMF terminate characters

• sw - Save Waveform (true/false)

• nac - new audio channel (true/false)

• spl - speech language (en-US/en-GB/etc.). If a language is declared in a grammar (it should be) this will be ignored.

• cdb - clear DTMF buffer (true/false)

• mt - media type

• iwu - input waveform URI (only applies to MRCPv2). Not supported by LumenVox.

• sint - Speech Incomplete Timeout. Not supported by LumenVox.

• rm - Recognition Mode. Not supported by LumenVox.

• hmaxd - hotword max duration. Not supported by LumenVox.

• hmind - hotword min duration. Not supported by LumenVox.

• enm - early no match (true/false). Not supported by LumenVox.

You are not required to supply any options. Multiple options can be provided by joining options with an ampersand, e.g. f=sayHelloWorld&t=5000

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TildeASR

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Description

This box allows you to do a voice-to-text conversion using the Tilde ASR Agi* Parameters

The ASR saves the results in two channel variables:

• TILDE_ASR_TRANSCRIPT: the result of the dictation recognition

• TILDE_ASR_CONFIDENCE: the precision of the recognition, between 0 and 1. Usually values above 0.8-0.9 means that the dictation has been correctly recognised.

• TILDE_ASR_STATUS: the response status (integer)

• TILDE_ASR_STATUS_MESSAGE: the response status message

Please note Tilde ASR require a valid app key from the tilde.com website and a sufficient amount of acquired credits.

Furthermore it is pure experimental and it can bring to unexpected behaviour.

Parameters

• Label: here you can type a brief description

• App ID: Your App ID from the tilde.com account

• App Secret: Your App secret from the tilde.com account

• Interrupt Key: special digits to exit the current recorded call

• Timeout: maximum recording duration in seconds. If -1 the considered timeout is unlimited

• Beep: to reproduce a beep before to record

• URI: insert here your custom Tilde server URI (default standard value is wss://runa.tilde.lv/client/ws/speech/LVASR-ONLINE)

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SestekASR

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available from rel. 2.0.84

Description

This box allows you to do a voice-to-text conversion using the Sestek ASR*

The ASR save the results in three channel variables:

• SESTEK_ASR_TRANSCRIPT: the result of the dictation recognition

• SESTEK_ASR_CONFIDENCE: the precision of the recognition, between 0 and 1. Usually values above 0.8-0.9 mean that the dictation has been correctly managed

• SESTEK_ASR_INSTANCE: the instance of the recognition.

Parameters

• Label: here you can type a brief description

• Grammar: The grammar that should be used for the recognition. Grammars can be specified as text/XML and its full path on the local server must be provided, like in the following example:

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• Options control details about the recognition. Valid options are:

  • p - Profile to use in mrcp.conf

  • i - Digits to allow recognition to be interrupted with. Set this to "none" to allow Sestek to process the DTMF using a DTMF grammar. Otherwise, if "any" or other digits specified, recognition will be interrupted and the digit will be returned to dialplan.

  • f - Filename to play while recognition occurs (if empty or not specified, no file is played)

  • t - The recognition timeout (in milliseconds). This is the total amount of time a caller has to speak.

  • b - Barge-in value (no barge-in=0, ASR engine barge-in=1, Asterisk barge-in=2). Sestek strongly recommends allowing the ASR to perform barge-in instead of Asterisk.

  • gd – The grammar delimiter. Defaults to a comma.

  • ct - The confidence threshold (0.0 - 1.0). If a recognition result has a confidence score below this value, it will be returned as "no match." Defaults to 0.5.

  • sl - The barge-in sensitivity level (0.0 - 1.0). The higher this number, the easier it is to barge-in. Defaults to 0.5.

  • sva - Speed vs. accuracy, set on a scale of 0.0 - 1.0. The higher this number, the faster (and less accurate) recognitions will be. Defaults to 0.5.

  • nb - N-best list length. Defaults to 1; increase this value if you wish to get more answers back from the recognizer.

  • nit - No input timeout. This is the amount of time the caller has to start speaking before the recognizer returns a no-input result.

  • sct - Speech Complete Timeout. This is the amount of time, in milliseconds, Sestek must detect silence after a user stops speaking before the recognizer begins processing the utterance. Set this lower for single word utterances and higher for longer utterances. In most cases, a value of 800 is correct.

  • dit - DTMF interdigit timeout

  • dtt - DTMF terminate timout

  • dttc - DTMF terminate characters

  • sw - Save Waveform (true/false)

  • nac - new audio channel (true/false)

  • spl - speech language (en-US/en-GB/etc.). If a language is declared in a grammar (it should be) this will be ignored.

  • cdb - clear DTMF buffer (true/false)

  • mt - media type

  • iwu - input waveform URI (only applies to MRCPv2)

  • sint - Speech Incomplete Timeout

  • rm - Recognition Mode

  • hmaxd - hotword max duration

  • hmind - hotword min duration

  • enm - early no match (true/false)

You are not required to supply any options. Multiple options can be provided by joining options with an ampersand, e.g. f=sayHelloWorld&t=5000

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MRCPRecog

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available from rel. 2.5.2

Description

This box allows you to do a voice-to-text conversion using the MRCPRecog application*

The ASR save the results in three channel variables:

• MRCP_RECOG_TRANSCRIPT: the result of the dictation recognition

• MRCP_RECOG_CONFIDENCE: the precision of the recognition, between 0 and 1. Usually values above 0.8-0.9 means that the dictation has been correctly recognised.

• MRCP_RECOG_INSTANCE: the instance of the recognition.
  

Parameters

• Label: here you can type a brief description

• Grammar: The grammar that should be used for the recognition. Grammars can be specified as text/XML inline for built-in grammars or by using a reference to an external file/URI.

If you need to use the multiple grammar, the value of the first grammar must be separated from the second one using a character defined (e.g.: grammar-a%grammar-b, defining the % as a delimiter in the options field gd):

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MRCPRecog provides the following built-in grammars:

Options:

Options control details about the recognition. Valid options are:

• p - Profile to use in mrcp.conf

• i - Digits to allow recognition to be interrupted with. Set this to "none" to allow MRCPRecog to process the DTMF using a DTMF grammar. Otherwise, if "any" or other digits specified, recognition will be interrupted and the digit will be returned to dialplan.

• f - Filename to play while recognition occurs (if empty or not specified, no file is played)

• t - The recognition timeout (in milliseconds). This is the total amount of time a caller has to speak.

• b - Barge-in value (no barge-in=0, ASR engine barge-in=1, Asterisk barge-in=2). MRCPRecog strongly recommends allowing the ASR to perform barge-in instead of Asterisk.

• gd – The grammar delimiter. Defaults to a comma.

• ct - The confidence threshold (0.0 - 1.0). If a recognition result has a confidence score below this value, it will be returned as "no match." Defaults to 0.5.

• sl - The barge-in sensitivity level (0.0 - 1.0). The higher this number, the easier it is to barge-in. Defaults to 0.5.

• sva - Speed vs. accuracy, set on a scale of 0.0 - 1.0. The higher this number, the faster (and less accurate) recognitions will be. Defaults to 0.5.

• nb - N-best list length. Defaults to 1; increase this value if you wish to get more answers back from the recognizer.

• nit - No input timeout. This is the amount of time the caller has to start speaking before the recognizer returns a no-input result.

• sct - Speech Complete Timeout. This is the amount of time, in milliseconds, MRCPRecog must detect silence after a user stops speaking before the recognizer begins processing the utterance. Set this lower for single word utterances and higher for longer utterances. In most cases, a value of 800 is correct.

• dit - DTMF interdigit timeout

• dtt - DTMF terminate timout

• dttc - DTMF terminate characters

• sw - Save Waveform (true/false)

• nac - new audio channel (true/false)

• spl - speech language (en-US/en-GB/etc.). If a language is declared in a grammar (it should be) this will be ignored.

• cdb - clear DTMF buffer (true/false)

• mt - media type

• iwu - input waveform URI (only applies to MRCPv2). Not supported by MRCPRecog.

• sint - Speech Incomplete Timeout. Not supported by MRCPRecog.

• rm - Recognition Mode. Not supported by MRCPRecog.

• hmaxd - hotword max duration. Not supported by MRCPRecog.

• hmind - hotword min duration. Not supported by MRCPRecog.

• enm - early no match (true/false). Not supported by MRCPRecog.

You are not required to supply any options. Multiple options can be provided by joining options with an ampersand, e.g. f=sayHelloWorld&t=5000

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OpenAI Whisper

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Description

OpenAI Whisper allows you to do automatic speech recognition and transcription using OpenAI → https://openai.com/research/whisper

Parameters

• Label: here you can type a brief description

• OpenAI Cloud Provider: Select the provider already configured

• Model: non-editable field; represents the AI model

• Language: the language you want use for the translation

• Timeout: maximum recording duration in seconds. If -1 the considered timeout is unlimited

• Interrupt Key: special digits to exit the current recorded call

• Beep: to reproduce a beep before to record

• Record Speech: select if you want to save the voice recording used by OpenAI.

• Number of seconds of silence: the number of seconds of silence that are permitted before to pass through the next block, regardless of the interrupt key or timeout

The ASR saves the results in the channel variable: OPENAI_WHISPER_TRANSCRIPT

Integration Server

This group provides the capabilities to connect the IVR application with a remote DB Schema, so to perform queries and operations.  

Database

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Description

This box lets you perform a query to a DB schema. You must define a DB connection according to the instructions (please refer to the V3 ODBC section) 

Parameters

• Label: here you can type e a brief description

• Database: select the DB you want to connect to

• Query: here you can perform a DB query (SQL statement)

• Variable: here you can choose a variable from a pick up list where you want to store the query results.  Please consider the variable is a matrix where the columns are mapped to the fields you put in the SELECT clause of your SQL statement, and the rows are the records returned by the query. The first row is addressed with the 0 index and the next ones are addressed with 1, 2, etc, etc

Built-in variables

We provide the following Asterisk channels variables named

• variable name + _ROWS_COUNT:shows the number of affected rows (only for SELECT statements).

Example: RESULT_ROWS_COUNT

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SendMail

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Description

This box lets you send an email to a specified email address(es). Before using this block, please configure the email accounts under the Email channel or the SMTP section.

Parameters

• Label: here you can type a brief description

• Account: select an email account you have configured under the Email channel or in the SMTP section.

• To: Recipient email address. You can put multiple email addresses separated by a comma.

• CC: Recipient in copy. You can put multiple email addresses separated by a comma.

• Subject: Subject of the email.

• Text: Body of the email. You can use channel variables to customize your text.

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SendSMS

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Description

This box lets you send a text message (SMS) to one recipient

Parameters

• Account: select a SMS account from the list you have configured.

• To: recipient of the SMS
  

• Text: body of the SMS (you can use channel variables to customize your text)

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Dialogflow

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Description

This box allows you to build a voice bot using the Google Dialogflow integration (click clip1 and clip2 and learn more about this topic!)

Parameters

• Label: here you can type a brief description

• Key: your acquired client api key from the console.dialogflow.com account

• Text: the text you want to send

• Language: the language you want use for the bot
  

The Dialogflow block saves the results in the following variables:

DIALOGFLOW_ISFALLBACKINTENT: True when matched dialogflow intent is fallback intent (true-false).

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DialogflowV2

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available from rel. 2.5.7

Description

This box allows you to build a voice bot using the Google Dialogflow integration

Parameters

• Label: here you can type a brief description

• Project ID: Cloud Platform project ID

• Client Email: email address associated to Service Account Key

• Private Key: private key associated to Service Account Key

• Language: the language you want use for the bot

• Text: the text you want to send
  

The DialogflowV2 block saves the results in the following variables:

• DIALOGFLOWV2_ACTION: Matched Dialogflow intent action name

• DIALOGFLOWV2_ALLREQUIREDPARAMSPRESENT: True if all required parameter values have been collected (true-false)

• DIALOGFLOWV2_ENDCONVERSATION: True when 'end conversation' flag is set for the matched dialogflow intent. It is useful when you want to transfer a call to an agent (true/false)

• DIALOGFLOWV2_FULLFILLMENTTEXT: The text to be pronounced to the user or shown on the screen

• DIALOGFLOWV2_INTENTNAME: The unique identifier of the intent

• DIALOGFLOWV2_INTENTDISPLAYNAME: The display name of the intent

• DIALOGFLOWV2_ISFALLBACKINTENT: True when matched dialogflow intent is fallback intent (true-false)

• DIALOGFLOWV2_LANGUAGECODE: The language that was triggered during intent detection

• DIALOGFLOWV2_QUERYTEXT: User input

• DIALOGFLOWV2_RESPONSEID: The unique identifier of the response

• DIALOGFLOWV2_SCORE: Matching score for the intent (0-1)

• DIALOGFLOWV2_SPEECH: Text to be pronounced to the user

• DIALOGFLOWV2_RESOLVEDQUERY: The query that was used to produce the result.

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Amazon Lex

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available from rel. 2.0.77

Description

This box allows you to build a voice bot using the Amazon Lex integration.

For additional information see https://docs.aws.amazon.com/en_us/lex/latest/dg/getting-started.html

Parameters

The Amazon Lex block saves the results in the following variables:

AWS_LEX_SLOT_*: The intent slots that Amazon Lex detected from the user input in the conversation. (ex. AWS_LEX_SLOT_PICKUPCITY)

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SestekNDA

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available from rel. 2.0.84

Description

This box allows you to build a voice bot using the Sestek NDA* Integration.

Parameters

• Label: here you can type a brief description

• NDAUth URL: NDA Authentication URL (provided by Sestek NDA)

• Username: Authentication name (provided by Sestek NDA)

• Password: Authentication password (provided by Sestek NDA)

• NDASSISTANT URL: NDA Assistent URL (provided by Sestek NDA)

• Text: the text you want to send (required)
  

The SestekNDA block saves the results in the following variables:

• SESTEK_NDA_SPEECH:  Text to be pronounced to the user.

• SESTEK_NDA_ACTION

• SESTEK_NDA_ACTIONDATA
  

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RestAPI

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Description

This box allows you to use Restful API to GET, POST, PUT, DELETE data from external applications or sources (for example: ticketing systems, CRM, order systems, and so on). The result of the API request (Body) can also be stored in a Variable.

Parameters

• Label: here you can type a brief description

• URL: request URL

• Method: HTTP method (GET, POST, PUT or DELETE)

• Timeout: request timeout (in seconds: it must be greater than 1 and the default value is 5)

• Computed Variables Script Path: absolute path of a NodeJS script able to compute variables to pass in the URL, Headers and Bod

• Headers: request headers (it must be in RAW JSON format, i.e. {"key": "value"})

• Body: request body (it must be in RAW JSON format, i.e. {"key": "value"})
  

• Variable: here you can choose a variable from a pick up list where you want to store the body of the response. The system will parse the body of the response and it will create a variable for each key-value pair using the format variable name + <key> (e.g. variablename.key, variablename.index.key or variablename.key[0].subkey if key is an array, and so on)

Custom script guidelines

You can valorize custom variables to use in you request using a nodejs script located on your server.

You can insert the absolute path to the script inside the Computed Variables Script Path input.

Remember to follow these important rules:

• insert the absolute path to the file

• write the path without quotes

• the motion user must have both read and write and execution privileges on the js file (or it won't work at all once it is required).

• The js script must be written in javascript ECMA5, and follow the NodeJs 6.x framework syntax based on this template:

module.exports = function({options_object}, callback){

// custom code

var variables = { code output as object }; // it must be an object, not an array

callback(null, variables);

}

The script also receives the options you inserted in the restAPI block, including URL and method, so you can use them in the script if needed.

e.g.

const { URL } = require('url');

module.exports = function(options, callback){

var request = options;

var method = request.method;

var uri = request.uri;

const myURL = new URL(uri);

var host = myURL.host;

var hostname = myURL.hostname;

var href = myURL.href;

var pathname = myURL.pathname;

// etc...

// additional custom code

var variables = { code output as object };

callback(null, variables);

}

Variables and custom (script) variables

To include asterisk variables in your URL, you must include them in curly brackets.

e.g.

https://myurl.com?phone={CALLERID(num)}

The same apply if you want to include them in the body of your request, or in your headers ( pay attention to the quotes "").

e.g.

{

"phone":"{CALLERID(num)}"

}

To include custom (script) variables, you must include them in double dollar $$ symbols.

e.g.

Your script returns an object like this:

{

key1: "value1",

key2: "value2"

}

To use them in your URL you can write:

https://myurl.com?myvar1=$$key1$$&myvar2=$$key2$$

and it will be completed like this:

https://myurl.com?myvar1=value1&myvar2=value2

The same apply if you want to include them in the body of your request, or in your headers ( pay attention to the quotes "").

So, if your body/header object is written like this:

{

"myvar1":"$$key1$$",

"myvar2":"$$key2$$"

}

it will be completed like this:

{

"myvar1":"value1",

"myvar2":"value2"

}

NOTE: All special chars in the returned strings from the script are escaped ( e.g. the slash / character is translated to &#x27, so if you want to avoid that you need to in clude an & symbol before the variable name:

e.g.

{

"myvar1":"$$&key1$$",

"myvar2":"$$&key2$$"

}

Built-in variables

We provide the following Asterisk channels variables named

• variable name + _STATUS_CODE: shows the HTTP request status code

• variable name + _STATUS_MESSAGE: shows the HTTP request status message

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Call Flow

• The interaction between the customer and the application

• The query results

• The arithmetic calculation results

• Other

Goto

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Description

This box lets you divert the call to another object like

• Another IVR application

• A queue rule

• A fixed extension

• Generally speaking a specific Asterisk context
  

Parameters

• Label: a brief description of the box

• Context: here you can put a context name (check asterisk documentation for the “Context” definition).

If you use Cally Square combined with XCALLY this should be:

• A rule name

• An agent

• A DID

• Extension: in many cases it may be “s”, however you can place the extensions according to your dialplan needs (explore more information here)

• Priority: priority of the application in the dialplan
  

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Gotoif

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Description

Performs a conditional jump according to a comparison result

Parameters

• Label: brief description

• Condition: it is the comparison condition. It could be:

  •    =

  •    < 

  •    > 

  •    !=

  •    <=

  •    >=

  •    || for “OR” and “&&” for “AND”

  • == equal to

  • === equal value and equal type

  • != not equal

  • !== not equal value or not equal type

A Condition example:

'{CHANNEL(language)}' == 'en' || '{CHANNEL(language)}' == 'fr'

The above condition is TRUE when the channel language is English or French

Exit Arrows

For this box you must create two exit arrows using the following values:

• true: routes to the path in the IVR tree for the condition verified as true

• false: routes to the path in the IVR tree for the condition verified as false
  

GotoifTime

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Description

This box lets you take decisions based on the time intervals**

Parameters

• Label: a brief description of the box

• Time interval: select the time interval pre-defined in the time intervals sections**

Exit Arrows

For this box you must create two exit arrows using the following values:

• true: routes to the path in the IVR tree for the time interval condition verified as true

• false: routes to the path in the IVR tree for the time interval condition verified as false

Switch

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Description

This block is very similar to the menu block, unlike the fact that the pat the call will take depends on a variable. Indeed you can set a variable to be read and choose a branch depending on its value.

Parameters

• Label: brief description

• Variable: here you can choose a variable from a pick up list

Exit Arrows

The block lets you draw many exit arrows depending on how many values the variable can assume.

-: In addition there is a branch in case none of the branches values match the value of the variable
It is possibile to add multiple choices for each output branch: just use the comma separated characters.
 

Stats

Goal

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Description

Thanks to this box you can set a goal into the IVR structure and have a trace if the user has reached this goal, on the database. This can be useful for the IVR Statistics, that you can extract in the XCALLY Analytics section.

Parameters

Label: brief description

Goal Name: the name of the goal

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General

NoOp

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Description

The box lets you put a label message in your application. You will find the label in the CLI log on the asterisk console (asterisk –r on your Linux machine). The purpose of the NoOp box is to help your application debug

Parameters

• Label: here you can type e a short description

• Output: here you can write the label you want to display on the asterisk CLI logs

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System

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Description

Calls an external command or script

Parameters

• Label: brief description

• Command: here you can type the command you want the Linux system to execute (please consider you need to specify the full script path)

• Variable: variable used to return a parameter value 

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AGI

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Description

The Asterisk Gateway Interface is an interface you can use to add functionality to Asterisk using many different programming languages: Perl, PHP, C, Pascal, Bourne Shell etc...

This box lets you to perform an AGI command

Parameters

• Label: brief description

• Command: here you can type the command you want the system to execute

• Arguments:  the arguments needed according to the AGI command syntax

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SubProject

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Description

This box calls another Cally Square project inside the current one. It’s useful to mange complex projects, so you can make separate simpler projects and recalling them inside a main one.

Parameters

• Label: here you can type a brief box description

• Subproject: name of the Cally Square project you want to recall inside the current one

Exit Arrows

This box has one exit arrow

Custom App

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Description

This box allows to run Asterisk applications (see here for further information) in your IVR flow.

Parameters

• Label: here you can type a brief box description

• Application: application name

• Options: see the arguments related to each application

Exit Arrows

This box has only one exit arrow.

On this page

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📋 What’s About

This section explains which are the blocks available in Cally Square to design your IVR flow drag and drop blocks (ready-to-use applications) in the design area and connect them in a flow:

The blocks are collected in Groups of Applications: in the following sections, you can find all available applications for each group.

🔛 Entry group applications

This group - start, finally and end - manages the begin and the end of a call from an Application point of view.

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📞 Call management applications

This group of boxes - answer, hangup, internal dial, external dial, queue, voicemail, callback - can be used to manage the begin and the end of a call from a Telephony point of view.

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👤 Agent management applications

This group of blocks allow to manage the Agents' status: 

• add agent to all the queues he belongs to (Login)

• remove agents to all the queues he belongs to (Logout)

• pause agents on all the queues he belongs to (Pause)

• end pause agent on all the queues he belongs to (End Pause)

This group of blocks can be used in an IVR to manage the queue status of the Agents who use external phones (softphones, hard phones or mobile phones) instead of (or blended with) the traditional Phonebar or the WebRTC bar Agents. 

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Variable nodes and math

This group of boxes handles the variables and math operations.

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🎵 Play and Menu nodes

This group manages the audio playing.

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🎙️ Recording

The following section explains how to perform live recordings of calls.

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📣 TTS - Text to Speech

In this section you find the blocks which can be used for text to speech conversion.

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🧠 ASR - Automatic speech recognition

In this section, you can find the blocks used for voice-to-text functions.

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🤖 Bots

In this section, you can find the blocks used to configure a bot in your flow.

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Integration Server

This group provides the capabilities to connect the IVR application with a remote DB Schema, so to perform queries and operations.  

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🌀 Call Flow

In this group, you find the boxes useful to design the call flow according to:

• The interaction between the customer and the application

• The query results

• The arithmetic calculation results

• Other

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📊 Stats

This box allows to set a goal into the IVR structure and have a trace if the user has reached this goal, on the database. This can be useful for the IVR Statistics, that you can extract in the XCALLY Analytics section.

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📘 General

In this group, you find the boxes useful with general applications.

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