Kore.ai Voice Gateway

Kore.ai Voice Gateway (VG) helps configure how Contact Center AI handles automation for inbound voice calls.

By going to Automation AI > Flows & Channels > Channels > Kore.ai Voice Gateway, you can add phone numbers, set up SIP Transfer, and configure the voice preferences to personalize the Automatic Speech Recognition (ASR) Engine and the voice that plays for your Text-to-Speech (TTS) conversions.

Phone Numbers

This option helps add, edit, or delete a local or toll-free phone number to which Contact Center AI forwards incoming customer calls at a contact center.

Buy New Phone Number

Steps to buy a new phone number:

1. Click the Phone Numbers tab and click Buy New Phone Number.

2. You can configure a custom local or toll-free number by clicking Get New Phone Number on the Phone Number window.

   1. Select the Select the Country.
   2. Select either the Local or Toll-Free Number option.
   3. Select the State.
   4. Enter the Area Code.
   5. After the above fields are configured, Contact Center AI displays the monthly fee and the operational charge per minute.

3. Configure an available number with the following steps:

   1. Click the Get Number button.
   2. On the Forward to Phone Number page, select whether the number will be reserved for Inbound Calls, Outbound Calls, or both, and click Done.
   3. A success confirmation message is displayed, and the phone number is added.
   4. You can now call this number to test your Use Cases.
   5. When ready to go live, forward the calls you receive to this phone number or use this number as your customer support number.

Attach Flow

Steps to attach a flow to the phone number:

1. Click + Attach Flow. Hovering over the pie icon displays "No Flow Attached".

2. Select a Start Flow you want to add to this number and click Done. You can add a start flow by clicking + New Start Flow. Learn more.
   

3. The attached flow appears. Hovering over the pie icon displays "Configured".

Edit a Phone Number

Steps to edit a previously added phone number:

1. Click the ellipsis (︙) and select Update.
   

2. On the Forward to Phone Number page, click Change.

3. Make the necessary edits and click Done.

4. A success confirmation message is displayed when the phone number is updated.

Delete a Phone Number

Deleting a phone number means stopping all services associated with it. If you remove a phone number and want to add it back later, you may be unable to do so if another user has selected it.

Steps to delete an existing phone number:

1. Click the ellipsis (︙) and select Delete.
   

2. The following pop-up is displayed. Click Delete to confirm your choice.

3. Alternatively, click Update, go to the Forward to Phone Number window, and click Remove. You will need to confirm your choice.

4. A success confirmation message is displayed once the phone number is deleted.

SIP Numbers

This option is useful when transferring calls to Contact Center AI from a toll-free or local phone number using Session Initiation Protocol (SIP) in the IVR system.

Under the SIP Transfer tab, you can configure the network IPs and domains, DID number, SIP transport protocol, SIP credentials (optional), and Inbound/Outbound direction for phone numbers while the SIP URI is pre-configured.

Steps to configure SIP Transfer:

1. Click Configure SIP Transfer.

2. On the Transfer from IVR page, configure the following:

   1. SIP URI: This is a pre-configured field.

   2. Network: To configure the Network, you can select one of the following:

      1. Under List of IP Address, type the values for Incoming IP Address in the textbox.

      2. Under Domain Name, provide the following:

         1. Fully Qualified Domain Name: The domain name specifies all domain levels, including the top-level domain and the root zone.
         2. DNS Resolve Method (Optional): Select an option from the list to translate IP addresses to domain names for resolution when the hostname is associated with multiple IP addresses. You can choose A-record, SRV, NAPTR, or MS-SYNC.

   3. Under Direct Inward Dialing (DID) number, you can enable virtual phone numbers (SIP trunk numbers) from which calls will be routed to the existing telephone lines.

   4. Select an option from the list for SIP Transport Type. This field will set a protocol to route SIP traffic to servers and other endpoints. The available options are TCP, UDF, and TLS.
   5. (Optional) Set the SIP Credentials (username and password) to access your SIP transfer setup account.

   6. Click Next.

   7. On the Forward to Phone Number window, reserve the phone numbers for Inbound Calls, Outbound Calls, or both by selecting the appropriate options.

   8. Click Save.

   9. The selected information appears on the Channels page.

Attach Flow

Steps to attach a flow to the SIP Number:

1. Click + Attach Flow. Hovering over the link icon displays "No Flow Attached".

2. Select a Start Flow to add to individual numbers and click Done. You can add a start flow by clicking + New Start Flow. Learn more.

3. The attached flows appear. A pie icon appears below the attached flows. Hovering over the pie icon displays "Configured".

Edit a SIP Number

Steps to edit a previously added SIP number:

1. Click the ellipsis (︙) and select Update.
   

2. Make the necessary changes on the Transfer from IVR page, and click Next.

3. Make the necessary changes on the Forward to Phone Number page, and click Save.

4. A success confirmation message is displayed when the phone number is updated.

Delete a SIP Number

Deleting a SIP number means stopping all services associated with it.

Steps to delete a SIP number:

1. Click the ellipsis (︙) and select Delete.
   

2. The following pop-up is displayed. Click Delete to confirm your choice.

3. The sip number is deleted.

Voice Preferences

You can configure the voice preferences to personalize the ASR Engine and the voice that plays for your TTS conversions by going to the Voice Preferences tab and clicking Manage.

Text-to-Speech Engine

Steps to configure the TTS engine:

1. In the Voice Preferences window, select a text-to-speech engine: Google Cloud Text-to-Speech, Microsoft Azure Speech Services, or AWS Amazon Polly.
2. Enter Sample Text to preview your voice selection. You can play, navigate through the audio (Back/Forward), and adjust the preview volume. Clicking the More Options (⋮) button reveals options to change the Playback Speed and Download the voice preview.
3. Click the Play button next to any available voice to preview it. Voices are available for all TTS engines, but each has its voice options.
4. Select a different Voice Language if required.

Automated Speech Recognition Engine

Steps to configure the ASR Engine:

1. Select an Automated Speech Recognition Engine: Google Cloud Speech-to-Text, Microsoft Azure Speech Services, AmiVoice, or NVIDIA Riva.
2. Select the Dialect and click Done once you have completed configuring your voice preferences.

The set voice, language, and dialect apply to automated customer responses that use text-to-speech.

List of Supported Dialects

The following dialects are supported:

English (Australia)	English (Nigeria)
English (Canada)	English (Pakistan)
English (Ghana)	English (Philippines)
English (Hong Kong)	English (Singapore)
English (India)	English (South Africa)
English (Ireland)	English (Tanzania)
English (Kenya)	English (United Kingdom)
English (New Zealand)

Voice Call Properties

Voice call properties are fundamental aspects that define the quality and reliability of communication over Kore.ai Voice Gateway. These properties include End of Task Behavior, Event Configuration, Call Termination Handler, Call Control Parameters, Timeout Prompt, Barge-in, Timeout, and No. of Retries, which collectively determine the user experience during a voice call. Configuring these properties is crucial for ensuring seamless and effective voice communication over network infrastructures.

You can configure the voice call properties by going to the Voice Preferences tab and clicking Configure on the Voice Call Properties section.

The Voice Call Properties window is displayed.

End of Task Behavior

Define the bot's behavior when reaching the end of a task. You can choose the following actions:

• Trigger End of Task Event
• Terminate Call

Event Configuration

Define how to proceed when this event is detected. You can choose the following actions:

• Initiate Task: Select a task from the dropdown menu to be initiated when the event is detected.

• Run Script: Enter the script to be run when the event is detected.

• Show Message: Click + Add Response, enter the message to be displayed when the event is detected, and click Done.

Call Termination Handler

Specify the intent (dialog) to handle the call termination event from the dropdown.

Call Control Parameters

Define the parameters to control the call behavior. Click Add Parameter, enter the Parameter Name and Value, and click Save.

Timeout Prompt

Define prompt to be played when user input is not received within the time-out period.

Barge-in

Define whether user input will be allowed while a prompt is in progress. By default, this option is disabled.

Timeout

Define the maximum wait time to receive user input. The maximum wait time is 60 seconds.

No. of Retries

Define the maximum number of retries allowed.

Click Save. A success message is displayed, and the voice call properties are saved.