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  1. Spearline Support
  2. Voice Assure Realtime

IVR Navigation in Restricted Countries

One issue that lies with countries where audio streaming is forbidden is that because we cannot stream audio for these countries in real-time we are unable to interact with the call in real-time. For this reason we have added an Add IVRIVR Traversal that will navigate through the call for you.

Automated IVR Navigation

How to navigate Interactive Voice Response (IVR) systems automatically.

Note: In order to complete this task you must first know how to dial a number. If you do not know how to dial a number please use the link provided here to learn more.
Tip: Automated IVR Traversals are a prerequisite when you need to navigate an IVR in a country where audio streaming is forbidden. It is not necessary to use automation if you only wish to test a number for connectivity.
To create an IVR traversal for a realtime call, do the following:
  1. Figure 1. Illustration - How to Add IVR Navigation

    1. Complete the usual steps for dialling a number (add the Route, Country, Toll Type, Provider and Number to the softphone).
    2. Click the blue Add IVRIVR Traversal dialog box.
  2. Follow the steps as illustrated below to complete your IVR creation.
    Figure 2. The 'Add IVR' dialog box

    1. Choose Command: Choose the Wait or Send DTMFs IVR command from the drop-down menu;
      Note:
      1. Wait: This command is for entering the wait time in seconds that should be allowed before or after any DTMF tones are sent.
      2. Send DTMFs: This command is for entering the DTMF tones you wish to send before or after any Wait times (for example; 2572678).
    2. Command Value: Input a value for your chosen command (for example; Wait = 15 or Send DTMFs = 2572678.
    3. Add Command: Click the Add
      Note: The IVR command you have just created will now populate the IVR preview window underneath. Repeat steps a, b, and c until the IVR traversal is complete.
    4. Edit Preview: If the IVR preview is not correct you can use the Clear last lineClear all text
    5. Add IVR: When you are happy with your IVR Traversal click the Add IVR
  3. Press the Call
  4. Your task is now complete.
Results: If you have;
  • a) dialed a country that restricts audio streaming, your call recording will be available for download after the call has been completed.
  • b) dialed any other country, you will be connected to the call in realtime after the last automated IVR command has been entered.

Audio Streaming in Restricted Countries

In certain countries there are laws in place which prevent the streaming of audio. This affects Voice Assure Realtime as Cyara use WebRTC technology (Web Real-Time Communication) which requires a two way audio stream in order to run correctly.

Because of these laws, when dialing to the following countries the call flow will vary slightly:
  • China (CHN)
  • India (IND)
  • United Arab Emirates (UAE)

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