Creating an Indirect Access Node

The following describes the basics of configuring Two-stage Indirect Access (IDA) nodes within a bespoke IVR. This type of node will enable authorised callers to make two-stage, indirect access calls using an assigned tariff, rather than paying the cost their standard provider would charge to make the call directly.

Implementation

1. If the intended IVR service has not already been created, do this now.

2. Access the configuration page for the intended IVR.
   Accessing an IVR's configuration page...

   1. Access the list of services for the intended customer.
      How do I view a list of services for a specific customer?

      1. Access the details page for the intended customer.

         How do I access the details of a specific customer?

         1. Type the customer’s name into the search field at the top of any page.
         2. Click the intended customer in the search results. This opens the Customer Details page.

      2. Select the Services tab.

   2. Locate the intended IVR service and click its Configure link. This will open a new page.

3. If the IVR does not already contain any nodes, we recommend adding a path selection node to it first. This lets you create a number of branching paths, then place your new node on one of those paths.

4. Click the Config link for the path where you want your node to occur.
5. Use the option on the right-hand side of the page to change the node type to Two Stage Indirect Access.
6. Click Update. This will refresh the page, and display options relevant to the chosen type of node.
7. Give the node a suitable Name.
8. Choose a suitable price list for the node, if different to the default one for this service.

9. Take a moment to read the Further Warnings section and familiarise yourself with the implications of using this type of node.
10. Locate the Identification and Authentication Settings section. This lets you decide how inbound callers should be authenticated to make two-stage IDA calls. By default, this will check whether the caller is authorised to make outbound calls, and if not, they will be played a short message before their call is hung up.
11. A default audio prompt will be played to unauthorised callers before the call is hung up, explaining why their call cannot proceed. You can change this message to something else by selecting a suitable alternative.
    How do I assign an audio prompt?

    When assigning a prompt to an IVR node, you can either use an existing one or create a new one (without leaving the current screen):

    Method	Description
    Assign an existing prompt...	Click the Choose button, then select an existing audio prompt from the resulting list. You can filter the list by typing some or all of the prompt’s description in the field above.
    Create a new prompt and assign It...	Click the New button, specify a Recording Name and, optionally, a Category. Then do one of the following: If you aren’t ready to upload a file yet, you can click Make to create a ‘blank’ prompt that you will update later. To assign an emulated text-to-voice clip, type the intended wording into Text To Say and click Create. To upload a file to act as the prompt now, click Choose File, select the file, then click Upload. Whichever of these options you choose, the new prompt will be added to your list and assigned to the chosen slot. New prompts won’t be fully added to the system unless you click the Save Settings button at the bottom of the page.

12. If you would prefer to route calls from unauthorised callers down an alternative path instead of playing a message and then hanging up, select the Follow the "Unknown User" Path radio button. When you save your changes, a new child path will be added to the IDA node, which you can configure however you like.

    As with all new child nodes, unless you add content to it, this path will hang up calls without giving any feedback, such as messages, first. Be sure to configure it accordingly.

13. Under Dialling Options, you can assign further audio prompts to inform the caller that they are out of credit, that they are low on credit, or for any other message to be played before the dial tone is presented. Use the check boxes to select which conditions to apply, and use the settings provided to assign the intended prompts, or (for credit-related scenarios) leave the default prompts as they are.
    How do I assign an audio prompt?

    When assigning a prompt to an IVR node, you can either use an existing one or create a new one (without leaving the current screen):

    Method	Description
    Assign an existing prompt...	Click the Choose button, then select an existing audio prompt from the resulting list. You can filter the list by typing some or all of the prompt’s description in the field above.
    Create a new prompt and assign It...	Click the New button, specify a Recording Name and, optionally, a Category. Then do one of the following: If you aren’t ready to upload a file yet, you can click Make to create a ‘blank’ prompt that you will update later. To assign an emulated text-to-voice clip, type the intended wording into Text To Say and click Create. To upload a file to act as the prompt now, click Choose File, select the file, then click Upload. Whichever of these options you choose, the new prompt will be added to your list and assigned to the chosen slot. New prompts won’t be fully added to the system unless you click the Save Settings button at the bottom of the page.

14. If the call fails due to lack of credit, it will hang up as soon as the relevant audio prompt concludes. If you would prefer to route failed calls down an alternative path instead, tick the Follow the "Call Failed" Path check box. When you save your changes, a new child path will be added to the IDA node, which you can configure however you like.

15. Click Save Settings to confirm and apply your choices.