Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

MEMBER
Thamer Noori
Director of Industrial Security and Safety Dept.
13
EXECUTIVE MEMBER
Ary Maulana
Officer Call Center Operation
204
MEMBER
Yudha Satya Perdana
Service Quality & Development Head
3

How to connect DialogFlow to your PBX? - Inés Martinez - ContactCenterWorld.com Blog

How to connect DialogFlow to your PBX?

Build a Voicebot IVR with DialogFlow for your existing PBX and telephony system.

Continuing on our quest of better business communications, both old DTMF menus and speech direct dialog are outdated IVR options, we can replace them by the power of a DialogFlow advanced Conversational AI service.

Prerequisities

1- Text-to-Speech API account (TTS)

You can connect any TTS according to your language and voice preferences. It makes sense to use different voices than Google Assistant, it’s really better.

💡Amazon Polly or Azure provides more languages and voices.

2- Speech Recognition API account (ASR)

You can connect many engines, like Alexa AWS or Azure Speech Recognition, both are good but Google is faster on DialogFlow integration using direct STT processing.

💡Use Google Speech Recognition to speed up your service with DialogFlow direct speech processing.

3- Google DialogFlow account and agent (NLU)

DialogFlow is the dialog manager, it will manage all rules, itents and will use AI Machine Learning to improve the conversation itself.

💡Activate Professional for more than…

4- Smart IVR subscription account (IVR)

Nothing can work without this, it’s the core engine of the speech integration, the IVR server connects: NLU, TTS, ASR, PBX to get running the whole solution.

💡CPaaS IVR Plus features are required to create advanced phone services with DialogFlow.

5- Voicebot Framework (APP)

We provide a Conversational App. Framework to manage a Dialogflow Agent interaction.

💡You could start from scratch… or with this App everthing becomes so easy!

6- Your PBX or IP Operator (SIP Trunking, DDI Numbering)

Configure a SIP trunk between the IVR server and your PBX or operator.

💡It’s your own PBX, the main condition is to be SIP compliant.

Google Phone Gateway vs DialogFlow Gateway

It’s important to get some important differences between the Google - Phone Gateway and our Dialog Gateway powered by a Smart IVR platform.

How to process

Step 1- Setup a DialogFlow Project account.

You need a Google Cloud Project account and an Agent following this process.

Step 2- Setup a Smart IVR account.

You need a CPaaS or SaaS account to be activated at EU Store / US Store.

Step 3- Setup a SIP Trunk from your PBX to Smart IVR.

Setup a SIP trunk between your PBX and the Smart IVR account, G711 codec recommended.

Step 4- Download our Voicebot (Dialog) framework.

We provide a specific application for Smart IVR that manage the main structure to run DialogFlow, this framework is open and you can customize it easily.

Step 5- Create Output Actions (#Labels).

You have to create Output action for each #Label inside your Dialogflow rules like:

  • Transfer a Call
  • Record a Voicemail
  • Execute an IVR Script
  • Execute a Web Service
  • Join an Audio Conference

Step 6- Go Live!

That’s all, make a call from your PBX or a number transferred to the Trunk.

Common Customer Use Cases

These are very common services you can connect to your PBX like:

  • Call Steering
  • Help Desk Support
  • Directory information
  • Voice Assistant or Receptionist (***)
  • Customer Order Information / Tracking
  • Off Line Assistance

More…

Of course previous example can content transactions mixed inside the main Conversational AI dialog. If you add company, services, more entities… improved with Machine Learning, you will get a better behavior of the system to customers questions

 

 

 

 

 

 

 

Publish Date: February 17, 2021 2:05 PM

About us - in 60 seconds!

Join Our Team

Industry Champion Award Leaderboard

Most active award (top 10) entrants in the past 48 hours! - Vote for Others / About Program
Submit Event

Upcoming Events

The 19th AMERICAS Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...
 31624 
Showing 1 - 1 of 3 items

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =