How to use Azure Communication Service's IVR feature in VoIP calls

Question

For my contact centre, I want to create an IVR for VoIP call queue selection. To do this, I utilise JobRouting to route the work to an available agent who can provide the necessary instructions and flow. Could you perhaps supply me with any clarification? The official documentation solely addressed outbound calls; there are no IVR instructions.

Answer 1

Hello@Soundhar M you're right, the official documentation for Azure Communication Services (ACS) currently focuses on outbound calls for JobRouting. ACS JobRouting itself doesn't directly support IVR functionalities for inbound calls.

However, you can still achieve an IVR for VoIP call queue selection using ACS in combination with other Azure services. Here's a breakdown:

     *Azure Communication Services Call [Automation](https://learn.microsoft.com/en-us/azure/communication-services/concepts/call-automation/call-automation):*

• Utilize ACS Call Automation APIs to build a custom call flow for inbound calls. These APIs allow interaction with callers through play (audio prompts) and recognize (DTMF or voice commands).
• Design your IVR logic using these APIs. You can play pre-recorded messages to guide callers to select the appropriate queue or department using DTMF tones or voice commands.

Azure Speech Services (Optional):

• Integrate Azure Speech Services with Call Automation APIs for a more natural user experience. You can convert your text prompts to high-quality speech for the IVR messages.
• Conversely, you can use Speech Services to recognize caller voice commands for selecting options, offering a more interactive experience.

Route Calls based on IVR Selection:

• Once callers make their selection through DTMF or voice commands, use Call Automation APIs to route the call to the appropriate call queue within ACS. This leverages JobRouting functionality to connect the call with an available agent specializing in that area.

You can reference this Azure documentation that can share more details:

• Call Automation Overview
• Call Automation Samples (includes DTMF recognition)
• Azure Speech Services

Hope that helps.

-Grace

Answer 2

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