Voice Configurator in Voice Settings

Updated

3 days ago

The Voice Configurator in Voice Settings is a central hub for administrators to manage and configure various voice-related settings. It provides a unified interface for handling Voice Outbound, Voice Inbound, and Voice Recording settings, simplifying the implementation and customization of voice functionalities.

Enhancements & Benefits

Previously, these settings were controlled through Dynamic Properties (DPs), requiring support tickets for enablement. To enhance user experience and reduce dependency on the support team, frequently used DPs are now accessible directly through the Voice Configurator UI. This update empowers Admins to configure voice settings seamlessly from the Sprinklr Dashboard, eliminating the need for manual support intervention.

Note:

You must have View, Edit, and Delete permissions enabled for Voice IVR to manage Voice Outbound, Voice Inbound, and Voice Recording settings.
Only Admins can modify the Voice Configurator settings.

Accessing the Voice Configurator

Follow the steps below to access the voice configurator.

Navigate to Voice Care from the Sprinklr Launchpad.
Select Voice Configurator from the left panel.
Choose the desired category: Voice Outbound, Voice Inbound, or Voice Recording to configure settings.
The Record Manager page will open for the selected module.

Managing Voice Settings

Once inside the Record Manager, you can view, edit, or track changes for specific voice settings. Use the vertical ellipsis (⋮) menu next to each setting to access the available options.

View a Setting

Locate the setting you want to review.
Click the vertical ellipsis (⋮) next to it.
Select View to see the configured details.

Edit a Setting

Locate the setting you want to modify.
Click the vertical ellipsis (⋮) next to it.
Select Edit to update the configuration.

Track Activity

Locate the setting you want to track.
Click the vertical ellipsis (⋮) next to it.
Select Activity to view the activity log for tracking changes and updates.

The following settings can be configured from the Voice Configurator.

Voice Outbound Settings

Voice Inbound Settings

Voice Recording Settings

The Voice Configurator streamlines the management of voice settings by providing administrators with a centralized and user-friendly interface. With this intuitive tool, admins can effortlessly customize voice settings, ensuring a seamless and optimized communication experience.

Setting	Description
Predictive Dialer Abandonment Definition	Defines what constitutes an abandoned call in predictive dialing.
Maximum Pacing Ratio	Controls the call-to-agent ratio in predictive dialing.
Handling of Faulty Records in Lead Ingestion via File	Manages how erroneous records are processed during lead file ingestion.
Hangup on Silent Calls	Automatically disconnects calls if silence is detected.
Call Setup Time	Configures the maximum time allowed for call setup.
Customer Ring Time	Sets the maximum duration a customer's phone can ring before the call is dropped.

Setting	Description
Manage Merging of Skills on Transfer/Conference	Defines how agent skills are merged when a call is transferred or put in a conference.
Customer Input Message Repeat Count	Configures how many times a system message is repeated to the customer.
Speech Profile	Sets voice and speech preferences for the IVR system.
Default Hold Music for Hold Node	Specifies the default hold music.
Enable Priority of the Agent/Queue Transferred Call	Allows prioritization of transferred calls based on agent or queue.
Set Priority Value on Agent/Queue Transferred Call	Defines priority values for call transfers.
Display SIP Dialed Number on External Transfer	Enables the display of the SIP number during external transfers.
Disable Recording for External Transfer	Stops call recording when an external transfer occurs.
Hide Message for Mute and Unmute Actions	Prevents notification messages from appearing when mute/unmute actions are performed.
Call Event Workflow IVR	Configures workflows triggered by call events in the IVR system.
DTMF Timeout	Defines the timeout period for detecting DTMF (keypad) inputs.
Check for Available Agents in Queue on Transfer and Invite	Ensures agent availability before transferring calls.

Setting	Description
Discard Any Segments Shorter Than the Specified Value in Milliseconds	Removes short recordings that do not meet a minimum length requirement.
Mute the Participants While on Hold – Inhouse Recording	Mutes call participants when on hold for internal recordings.
Mute the Participants While on Hold – Provider Recording	Mutes call participants when on hold for provider-side recordings.