Add an Ozonetel Voice account
Updated
Prior to calls being routed onto Sprinklr, voice accounts need to be added and configured accordingly. The Ozonetel Voice account will be used to identify the voice calls from the telephony infrastructure to Sprinklr servers, following which a configured IVR, voice bot, or agent handles the call.
Enablement note: To learn more about getting this capability enabled in your environment, please work with your Success Manager. |
To add an Ozonetel Voice account in Sprinklr
Log in to the Sprinklr platform. Under the Sprinklr Service tab, click Voice Care within Listen.
Select Voice Accounts from the left pane.
In the top right corner of the Voice Accounts window, click Create Voice Account and select Create Ozonetel Voice Account.
On the Add Voice Account window, add the following details.
Account Name: The name of your account to store it in Sprinklr.
Sip Extension Range Start: The start of the SIP extention range with you will get once you have purchased the number and details from Ozonetel.
Sip Extension Range End: The end of the SIP extension range with you will get once you have purchased the number and details from Ozonetel.
User Name: This is the user name of KooKoo account which is created for each customer whenever they integrate with Ozonetel as a provider (provided by Ozonetel).
API Key: This is the key value, unique for each account which is found in Kookoo for a specific customer (provided by Ozonetel).
API Base URL: URL with which we login to any Kookoo account of a specific customer (provided by Ozonetel).
Domain: This domain will be specific to each WebRTC Server to register the agent with that domain (provided by Ozonetel).
Port: Virtual point where network connections start and end. Each port is associated with a specific process or service.
Port values for each service are also to be shared by CPaaS providers during the discovery sessions.
Click Save in the bottom right corner. Once the voice account is added, you can set up a Voice Application. Select Voice Applications from the left pane.
In the top right corner of the Voice Application window, click Add Voice Application and select Add Ozonetel Voice Application.
Create a Ozonetel Voice Application. This application will act as an interface and inbound and outbound calls can be made using this application.
Application name: This field refers to the name of the application.
Phone number: Contains the DID number of the application which can be taken from the Ozonetel account on native.
Secondary Phone Number(s): You can fetch secondary number for any IVR process by creating a different voice application.
Voice Account: Select the Ozonetel account that you have created.
Country: The country to which the phone number belongs.
Fallback ACW: Contains the ACW which gets triggered if there is no ACW configured at the queue level.
FallBack IVR Process: If there is any unexpected failure in the main IVR then the call will get redirected to this fallback IVR, instead of getting dropped.
Supervisor Eligible for ACW on Barge in: Enables the ACW for the supervisors who barge in any calls.
Caller IDs: The phone numbers to make the outbound calls to customers.
Location SIP Context: The Location SIP Context serves as a unique identifier for the destination you intend to transfer the extrenal call to.
Enable DND on: Set on which type of calls you want to enable DND.
DTMF Timeout: The value of DTMF timeout in seconds.
Audio and voice setting: Set how the 'Text to Speech' used in the IVR should be voiced out. You can set the pace and voice.
Add Wait Music: Add the MP3 audio file from Digital Asset Manager which will be played whenever the agent puts the customer call on hold. You can add multiple hold music options which will be played in a random manner for the customers when they wait in the queue or are put on hold.er the agent puts the call on hold.
Add Ringtone: The popup tone for the agents for receiving the calls. Add ringtones based on case properties. You can define conditions or groups of conditions to trigger specific ringtones for different cases or campaigns. This customization enhances agent awareness by linking ringtones to case characteristics, such as using a "High Priority" ringtone for cases with a "Payment" intent.
Groups to include account in: Add the groups to include your voice application.
Share across workspaces: Add workspaces and users to share this application with.
Click Save in the bottom right corner. The Ozonetel Voice application will be created.
To update application URL in KooKoo application
To successfully connect the added voice application/phone number, you need to update the application URL in the Kookoo application natively.
To update the Application URL in Ozonetel Kookoo, login to the KooKoo platform with the credentials provided by Ozonetel tech team.
Change the webhook URL against the numbers added and click Save.
To find the Application ID of a voice application
You can inspect element and find the app ID from the Network tab.
Open the voice application window by clicking Edit Voice Application from the Options menu.
Right click and select Inspect. Switch to the Network Tab.
Now, click the Save button while keeping the Inspect window opened.
Search for the query on the left containing "VoiceAccount" for Voice Application ID and “applications?accountIds” for API Key.
