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Trapeze IVR refers to Interactive Voice Response (IVR) systems that provides passengers information.
About This Guide
The Trapeze INFO-IVR System Administrator Guide explains the Trapeze IVR components and describes how to configure and maintain the system.
Resources for Software Maintenance
To access additional technical assistance:
IVR Components
The Trapeze IVR system is comprised of three components that enhance the passenger experience.
Acronyms
The following table shows the meaning or description of acronyms frequently mentioned in the guide.
The Trapeze IVR Application services use a client/server architecture to access the user interface that permits configuration and security changes.
Service Groups Required for the Service Shell
Profile files for configuring the Service shell must list component files and service groups required for running Trapeze applications.
Service Shell configuration information is saved in text files called profile files.
Specifying Data Source and Server Information for the Service Shell
Using an application that is provided with Trapeze IVR, you can specify data source and server information for the Service Shell.
Installing the MySQL ODBC Driver
Install the MySQL ODBC driver to enable the Service Shell to access the Voice Gateway MySQL database and retrieve statistics.
Starting the Service Shell
Before you can configure or use the Client Shell, you must start the Service Shell.
Signing into the Client Shell
The Service Shell must be running before you can open and sign into the Client Shell.
Trapeze Services use the Context properties mechanism to be able to access the centrally defined and maintained property values.
Traveler Information/Info-IVR Properties
The following table describes the INFO-IVR context properties that control the dates, times, and routes related to IVR announcements.
CTM Server Properties
The T4CTMServer properties determine how to communicate with the CTM Server/Trip Planning server, which is the application used to cache all of the schedule data for one or more sign-up periods and to provide next bus or trip planning solutions.
Reports Logging Properties
The following table explains the properties that cover the administrative functions. (These properties were categorized under Device Admin in previous versions.)
Configuring Common Info Context Properties Applied to IVR
Some context properties are shared by several Trapeze applications such as IVR.
PASSInfoServer Context Properties for IVR
The following table explains the PassInfoServer context properties that apply to IVR.
Security Permissions for IVR
Security permissions are specified using permission keys. Each permission key specifies a screen or function to which a user or user group can be granted or denied access. You can specify a permission level, such as Grant or Deny, for each security key for each user or group.
Voice Gateway is a third party application that can be installed on any standard Windows Server 2016 or Linux server.
Sample Call Process Flow
The process flow for inbound and outbound calls is similar except that for the outbound call, the Trapeze application service initiates it by requesting Voice Gateway to open a channel with the phone system.
Accessing the Voice Gateway
The Voice Gateway, in this case, the Genesys Administrator can be accessed through a web browser using a workstation connected to the same network as that of the Voice Gateway server.
Viewing Dashboards and Reports
When you log on, the Call Dashboard report is displayed by default. It is the first option in the Voice Platform pane.
Starting and Stopping Services
You can control when a Voice Gateway service starts and stops.
Adding Users
You can add users and assign them to an appropriate access level.
Dictionary Maintenance
When using TTS, you can alter the way the TTS engine pronounces certain words or abbreviations by entering them in a dictionary table along with the desired pronunciation.
Disk Imaging and Backups
Your IT Department is expected to be responsible for performing regular backups of both the Voice Gateway and Application servers.
The IVR Administration modules provide functionality to help users manage the network of office locations and communications for the IVR system to run optimally. They help set up remarks and notifications, service connections, and the gathering of user input on services provided.
About the Remarks Manager
The Remarks Manager creates and maintains dynamic announcements that are played in various sections of the call flow.
About the Notification Manager
The Notification Manager creates new notifications (outbound calls) and allows you to review notifications that have already been made or are in the process of being made.
About the Long Distance Manager
The Long Distance Manager creates and manages local and long distance calling rules.
About the Offices Manager
The Offices Manager creates and manages the phone numbers or extensions of other offices to which the IVR system can transfer calls.
About the Report Groups Manager
The Report Groups Manager creates and manages groups of Device Activities used in the IVR reporting module.
About the Customer Survey Manager
The Customer Surveys Manager creates and manages surveys.
The Trapeze IVR Reporting module makes use of the ability of the Voice Gateway to log information on caller activity during the course of the interaction of callers with the IVR system.
Requirements
To make use of the Trapeze IVR Reporting module, you must have the following items installed and configured at your site.
About Call Flow and Markup Log Tags
The IVR reference markup contains log tags embedded in common locations such as menu selections and client logins.
Prerequisites to the IVR Activity Report
You must have a report group defined and the appropriate context properties configured before you can run the IVR Reports.
Configuring the IVR Activity Report
Run the Trapeze IVR Reports from the Client Shell.
Adding Reports to Menu
To enable other users to access the report, add the report to the Reports menu in the Client Shell.
Running the IVR Activity Report
You can generate reports on IVR activities within a specific date and time range.
IVR prompts are the prerecorded messages played for a caller at specific times during a call.
Required Hardware and Software
To record and play IVR prompts, you must have the necessary hardware and software.
Opening the GoldWave Screen
You must install and configure the GoldWave folder in an appropriate folder in your workstation.
Setting Record and Volume Properties
The Control Properties features allow you to configure your recording and volume settings.
Recording Audio Prompts
After setting the recording and volume properties, you can proceed to record your audio prompts.
Inserting Silence
The Insert Silence command inserts some blank space in the sound at the start marker's position.
Playing Audio File
After you have completed your recording, it is a good idea to test the audio file.
Putting Audio Files on Voice Gateway
You can add audio files on Voice Gateway through your web browser.