Cally Square

Overview

Cally Square is a drag-and-drop IVR (Interactive Voice Response) designer that provides a complete set of tools to create, configure, and manage IVR applications in XCALLY.

Cally Square offers a wide range of IVR blocks that can be combined to build complex call flows, including:

• Callback, Dial, Internal Dial – manage outbound and internal call routing

• Play Audio – play pre-recorded audio files to callers

• ASR (Automatic Speech Recognition), TTS (Text-to-Speech) – enable speech recognition and dynamic audio generation

• Bots – integrate voicebot services

• Get Digits – capture DTMF input from callers

• Options Menu – create interactive menus for call navigation

• Recording – record IVR interactions

• SMS/Email Send – trigger outbound text messages or emails

• Database Integration – connect to external databases

Under the Cally Square menu you find three sections:

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• Projects: where you can create and design an IVR flows

• ODBC: where you can set different Database connections to be used on the IVR structure

• Recordings: where you can preview or download audio files recorded in an IVR project and run transcription, sentiment analysis and post call analytics

 

Benefits and use cases

Benefits

• Intuitive Interface: easily design IVR applications using a user-friendly drag-and-drop web interface;

• Versatile Functionality: create Auto-attendants, surveys, callbacks, and more, all within a single platform;

• Time-Saving Templates: leverage pre-built examples that can be customized to suit your specific requirements

• Enhanced Call Routing: ensure seamless customer experiences by efficiently directing calls to the right queues or agents

• Integration with Asterisk System: build IVR solutions optimized for Asterisk-based telephony, ensuring compatibility and performance.

Use Cases

• Offer a self-service tool or a voicebot to allow customers to solve their issues independently without speaking with an agent.

• Provide customized greetings and messages to customers 

• Prioritize calls based on the caller's value. When a customer calls, the caller type can be extracted from a database, and IVR can route VIP customers to the most qualified agent to meet their needs. 

• Connect to a remote DB (ODBC) to extract information

• Use ASR to gather input and responses through spoken words 

In a typical scenario of a company that uses an IVR, the callers are first greeted and asked to choose from a series of prompts (e.g. “Press 1 for Sales”). The callers are routed to the most appropriate queue based on the button they press. If all agents are busy, the caller will wait in a queue or managed differently.

IVR Performance

The purpose of this paragraph is to provide guidance on workload based on different concurrent IVR scenarios on an XCALLY machine.

The tests were performed using 2 IVR campaigns that generate a different number of calls per test, which are managed by a Cally Square project that loops Playback files.

Workload without IVR activities and after machine reboot

• CPU: Continuously fluctuating between 15% and 100% (from htop)

• RAM: 3.37 GB

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Workload with 20 concurrent IVRs

• CPU: Continuously fluctuating between 15% and 100% (from htop)

• RAM: 4,33 GB

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Workload with 50 concurrent IVRs

• CPU: Continuously fluctuating between 40% and 100% (from htop)

• RAM: 4,4 GB

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Workload with 80 concurrent IVRs

• CPU: Continuously fluctuating between 42% and 100% (from htop)

• RAM: 4,58 GB

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Workload with 150 concurrent IVRs

• CPU: variable between 80% and 100%, with occasional drops to 40-50% (from htop).

• RAM: 4,84 GB

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Workload with 200 concurrent IVRs

• CPU: 100%, with occasional drops to 90% (from htop).

• RAM: 4,91 GB

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Workload with 250 concurrent IVRs

• CPU: 100%, with occasional drops to 90% (from htop)

• RAM: 5,13 GB

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Workload with 300 concurrent IVRs

• CPU: 98-100 % (from htop)

• RAM: 5,34 GB

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