Azure Communication Services
An Azure communication platform for deploying applications across devices and platforms.
897 questions
Azure Communication Service IVR
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Soundhar M
50
Reputation points
I am trying to create an IVR system for my contact center application using Azure Communication Services' PSTN inbound call service. I plan to use Job Routing for routing purposes. Could you provide guidance or options available for this setup?
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Vahid Ghafarpour 21,725 Reputation points2024-06-05T02:38:54.4433333+00:00 Thanks for posting your question in the Microsoft Q&A forum.
Currently you can use Omnichannel for Customer Service or Azure Communication Services Call Automation SDK and new future Power Virtual Agents will be available
Based on the option that best aligns with your requirements and business processes you can follow this article:
** Please don't forget to close up the thread here by upvoting and accept it as an answer if it is helpful **
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SnehaAgrawal-MSFT 21,766 Reputation points2024-06-06T06:29:26.8466667+00:00 @Soundhar M Thanks for asking question ! If you are planning to also implement AI capabilities in this IVR, if you are then this sample would be a great place to start,
Call Automation AI sample - An Azure Communication Services sample overview | Microsoft Learn
this will help you create a quick IVR that is connected to Azure AI for speech to text and text to speech capabilities but also extends to connecting OpenAI for answering questions.
Hope this helps.
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VermaShivanchal-2103 20 Reputation points2024-06-26T05:24:32.2633333+00:00 @SnehaAgrawal-MSFT Thanks for the link posted for IVR with AI capabilities.
In addition, what is the process to enable inbound calling to IVR with AI capabilities?
While making inbound call to IVR, which method will be called-
1- @PostMapping(path = "/api/incomingCall")
or
2- @PostMapping(path = "/api/callback/{contextId}")
3- and which component will pass the request params to these methods from above 1 0r 2?
Thanks in advance.
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SnehaAgrawal-MSFT 21,766 Reputation points
2024-06-28T03:37:24.93+00:00 VermaShivanchal-2103 The issue is handled here- https://learn.microsoft.com/en-us/answers/questions/1744451/azure-communication-service-ivr
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