在 Lync Server 2013 中設計互動語音回應通話流程Design interactive voice response call flows in Lync Server 2013

 

主題上次修改日期: 2013-02-25Topic Last Modified: 2013-02-25

您可以使用互動語音回應 (IVR) 從來電者取得資訊,並將來電導向至適當的佇列。You can use interactive voice response (IVR) to obtain information from callers and direct the call to the appropriate queue. 問題和答案配對決定要使用的佇列。Question-and-answer pairs determine which queue to use. 視來電者的回應而定,來電者可能會聽到後續問題,或會路由傳送至適當的佇列。Depending on the caller’s response, the caller either hears a follow-up question, or is routed to the appropriate queue. IVR 問題及來電者的回應會提供給回應的代理人,以接受通話,並將有價值的資訊提供給代理商。The IVR questions and the caller’s responses are provided to the responding agent who accepts the call, providing valuable information to the agent.

IVR 功能的概覽Overview of IVR Features

回應群組應用程式可提供26種語言的語音辨識及文字到語音功能。The Response Group application offers speech recognition and text-to-speech capabilities in 26 languages. 您可以使用文字語音轉換或 wave ( .wav) 或 Windows Media 音訊 ( wma) 檔案輸入 IVR 問題。You can enter IVR questions using text-to-speech or a wave (.wav) or Windows Media audio (.wma) file. 來電者可以使用語音或雙音訊式訊號 (DTMF) 回應來回應。Callers can respond by using voice or dual-tone multifrequency (DTMF) responses.

互動工作流程最多支援兩層的問題,而每個問題最多會有四個可能的答案。Interactive workflows support up to two levels of questions, with each question having up to four possible answers. IVR 會詢問來電者一個問題,視來電者的回應而定,將來電者路由傳送到佇列或提出第二個問題。The IVR asks the caller a question, and depending on the caller’s response, routes the caller to a queue or asks a second question. 第二個問題最多也有四個可能的答案。The second question can also have four possible answers. 根據來電者對第二層問題的答案,可將來電者路由傳送到適當的佇列。Depending on the answer to the second-level question, the caller is routed to the appropriate queue.

注意

當您使用 Lync Server 管理命令介面來設計通話流程時,您可以定義任何號碼層級的 IVR 問題和任何數目的答案。When you design call flows by using Lync Server Management Shell, you can define any number levels of IVR questions and any number of answers. 不過,對於來電者的可用性,我們建議您不要使用三個以上的問題,每個層次都不會有五個以上的答案。However, for caller usability, we recommend that you not use more than three levels of questions, with not more than five answers each. 此外,如果您設計的通話流程中有兩個以上的問題,每個層次都有四個以上的答案,您就無法使用 Lync Server 2013 控制台編輯通話流程。In addition, if you design a call flow that has more than two levels of questions with more than four answers each, you cannot edit the call flow by using Lync Server 2013 Control Panel.

IVR 問題及來電者的回應會提供給接受通話的回應代理人。The IVR questions and the caller’s responses are provided to the responding agent who accepts the call.

使用語音技術Working with Speech Technologies

語音技術(例如語音辨識及文字轉換語音)可以增強客戶體驗,並讓人員更有效率地存取訊號。Speech technologies, such as speech recognition and text-to-speech, can enhance customer experience and let people access information more naturally and effectively. 不過,您可能會出現語音引擎未正確辨識指定的文字或使用者語音回應的情況。However, there can be cases where the specified text or the user voice response is not recognized correctly by the speech engine. 例如," # " 符號會由文字到語音引擎轉譯成字 "number"。For example, the "#" symbol is translated by the text-to-speech engine as the word "number." 下列情況可緩解此問題:This issue can be mitigated by the following:

  • 語音引擎可讓來電者有五個嘗試接聽問題。The speech engine gives the caller five attempts to answer the question. 如果來電者回答問題的方式不正確 (也就是說,答案不是指定的回應之一) 或根本沒有提供答案,來電者會取得另一個回答問題的機會。If the caller answers the question incorrectly (that is, the answer is not one of the specified responses) or does not provide an answer at all, the caller gets another chance to answer the question. 來電者有五個嘗試在中斷連線之前回答問題。The caller has five attempts to answer the question before being disconnected. 您可以設定 IVR 在每一位來電者錯誤之後播放自訂郵件。You can configure the IVR to play a customized message after each caller error. 每次都會重複提問。The question is repeated each time.

  • 若要將透過語音引擎轉譯成回應的環境噪音可能性降至最低,請使用較長的回應。To minimize the potential for ambient noise to be interpreted by the speech engine as a response, use longer responses. 例如,回應應該有一個以上的音節,而且應該會有很大的不同。For example, responses should have more than one syllable and should sound significantly different from each other.

  • 如果您的問題同時有語音和 DTMF 回應,請使用代表概念的字詞(而不是 DTMF 回應)來設定語音回應。If your questions have both speech and DTMF responses, configure the speech responses with words that represent the concept rather than the DTMF response. 例如,請不要使用 "按或說一個" 使用 "按1或口述帳單。For example, instead of using "Press or say one" use "Press 1 or say billing."

  • 在您設計 IVR 後,請致電工作流程、聆聽提示、使用語音回應每個提示,並確認 IVR 的聲音和行為如預期。After you design your IVR, call the workflow, listen to the prompts, respond to each of the prompts using voice, and verify that the IVR sounds and behaves as expected. 然後,您可以修改 IVR 以修正任何轉譯問題。You can then modify the IVR to fix any interpretation issues. 在上述範例中,如果您需要參照該機 # 碼,您可以重新寫入您的 IVR 提示字元,而不使用此 # 符號。Following the previous example, if you need to refer to the # key, you can rewrite your IVR prompt to use the key name, rather than the # symbol. 例如,「與銷售人員交談,按井字鍵。」For example, "To talk to sales, press the pound key."

IVR 設計範例IVR Design Examples

下列各節包含不同 IVR 案例及問答對的範例。The following sections contain examples of different IVR scenarios and question-and-answer pairs.

IVR 具有一個層級的問題IVR with One Level of Questions

下列範例顯示使用一層問題的 IVR。The following example shows an IVR that uses one level of questions. 它會使用語音辨識偵測來電者的回應。It uses speech recognition to detect the caller’s response.

問題: 「感謝您呼叫人力資源。Question: "Thank you for calling Human Resources. 如果您想要對工資單講話,請說出工資單。If you would like to speak to payroll, say payroll. 否則請說「HR」。Otherwise, say HR."

  • 選取 [選項 1]: 來電者會路由傳送到工資單小組。Option 1 is selected: The caller is routed to the payroll team.

  • 選取選項2: 來電者會路由傳送至人力資源團隊。Option 2 is selected: The caller is routed to the human resources team.

下圖顯示通話流程。The following figure shows the call flow.

一層級互動通話流程One-level interactive call flow

使用互動語音回應設計通話流程Design Call Flows by Using Interactive Voice Respo

IVR 有兩個層級的問題IVR with Two Levels of Questions

下列範例顯示使用兩層級問題的 IVR。The following example shows an IVR that uses two levels of questions. 它可讓來電者使用語音或 DTMF 小鍵盤輸入進行回應。It allows callers to respond using either speech or DTMF keypad input.

問題: 「感謝您呼叫 IT 問訊台。Question: "Thank you for calling the IT Help Desk. 如果有網路存取問題,請按1或說網路。If you have a network access problem, press 1 or say network. 如果您有軟體問題,請按2或口述軟體。If you have a software problem, press 2 or say software. 如果有硬體問題,請按3或說硬體。」If you have a hardware problem, press 3 or say hardware."

  • 選取 [選項 1]: 來電者會路由傳送到網路支援小組。Option 1 is selected: The caller is routed to the network support team.

  • 選取選項2: 來電者會問您追蹤問題:Option 2 is selected: The caller is asked a follow-up question:

    問題: 「如果這是作業系統問題,請按1或口述作業系統。Question: "If this is an operating system problem, press 1 or say operating system. 如果這是內部應用程式的問題,請按2或說出內部應用程式。If this is a problem with an internal application, press 2 or say internal application. 否則,請按3或說其他。」Otherwise, press 3 or say other."

    • 選取 [選項 1]: 來電者會路由傳送至作業系統支援小組。Option 1 is selected: The caller is routed to the operating systems support team.

    • 選取選項2: 來電者會路由傳送到內部應用程式支援小組。Option 2 is selected: The caller is routed to the internal applications support team.

    • 選取 [選項 3]: 來電者會路由傳送到軟體支援小組。Option 3 is selected: The caller is routed to the software support team.

  • 選取 [選項 3]: 來電者會問您追蹤問題:Option 3 is selected: The caller is asked a follow-up question:

    問題: 「如果這是印表機問題,請按1。Question: "If this is a printer problem press 1. 否則,請按2。Otherwise, press 2."

    • 選取 [選項 1]: 來電者會路由傳送至印表機支援小組。Option 1 is selected: The caller is routed to the printer support team.

    • 選取選項2: 來電者會路由傳送至硬體支援小組。Option 2 is selected: The caller is routed to the hardware support team.

下圖顯示通話流程。The following figure shows the call flow.

雙層互動式通話流程Two-level interactive call flow

使用互動語音回應設計通話流程Design Call Flows by Using Interactive Voice Respo

最佳做法Best Practices

下列清單說明設計 IVR 的一些最佳作法:The following list describes some best practices for designing your IVR:

  • 讓來電者快速取得工作。Let the caller get to the task quickly. 避免在 IVR 中提供太多資訊或冗長的行銷訊息。Avoid providing too much information or lengthy marketing messages in your IVR.

  • 如果您想要包含很長的訊息,請考慮將它附加到第一個問題,而不是加入歡迎使用的郵件。If you want to include a lengthy message, consider appending it to the first question instead of to the welcome message. 如果來電者是接聽問題的第一個問題的一部分,來電者可以略過此訊息,但無法略過歡迎訊息。Callers can bypass the message if it is part of the first question by answering the question, but they cannot bypass the welcome message.

  • 以來電者的語言講話。Speak in the caller’s language. 避免 stilted 語言。Avoid stilted language. 自然講話。Speak naturally.

  • 撰寫有效且有效的提示。Write efficient and effective prompts. 移除所有不必要的選項。Remove any unnecessary options. 構造資訊,使來電者預期的回應位於句子的結尾。Structure the information so that the caller’s expected response is at the end of the sentence. 例如,「對銷售團隊講話,請按1。」For example, “To speak to the sales team, press 1."

  • 讓語音回應使用者易記。Make voice responses user friendly. 例如,如果您同時指定 DTMF 和語音回應,請使用類似下列的內容:「說到銷售團隊,按1或說 sales」。For example, if you specify both DTMF and voice responses, use something like: "To speak to the sales team, press 1 or say sales."

  • 在您的組織中部署使用者之前,請先在使用者群組上測試 IVR。Test the IVR on a group of users before you deploy it across your organization.