Tools & Telephony

Documentation: Kit19 Tools Menu Navigation

This document provides an explanation of the Tools menu in Kit19, focusing on its Telephony module and its sub-sections. The menu is designed to help users access and manage telephony-related settings and configurations effectively.

Tools Menu Structure :

Tools

  • The Tools section serves as the central hub for advanced features and integrations within Kit19. It can be expanded or collapsed using the arrow icon next to it.
Tools Menu Section - Kit19

Telephony

  • The Telephony module contains sub-sections specifically for managing telephony workflows. Expanding this section reveals the following options:

Sub-Sections:

  • IVR Flows
  • Phones
  • Roles
  • Telephony Groups
  • Audio Collection
  • Duty Status

Conclusion

The Tools menu in Kit19, particularly the Telephony module, provides a comprehensive suite of options for managing telecommunication workflows. With its intuitive structure and powerful sub-sections, users can efficiently configure and optimize their telephony systems.

IVR Flows: Allows users to configure and manage Interactive Voice Response (IVR) systems for automated call handling. The “IVR Flow” section provides a tabular view with fields such as “MOH File” (Music on Hold), “DID Number” (Direct Inward Dialling), and “Parallel Ringing” options, along with action buttons for editing, deleting, enabling/disabling, and duplicating IVR flows.

Steps to create IVR Flow: 

  • First click on the Plus Icon which present that above Image.
  • The pop-up window shown and enter IVR name.
  • Click on the save button.
Steps to create IVR flows
  • After click on the Save Button click on the IVR Flow Name then the page rendering to the next page. Image mentioned below.
Steps to create IVR Flows

Explanation of the Call Flow Interface

The above image provided showcases a call flow configuration interface designed to manage and customize incoming calls using various predefined applets. Below is a detailed explanation of the components:

Main Sections

1. Voice Applets (Left Panel)

  • This section contains a list of functional applets that can be dragged and dropped to create a customized call flow.
  • Each applet represents a specific action or functionality that the system can perform during a call.

Available Applets:

  • Play Voice: Plays a pre-recorded voice message for the caller.
  • Play Dynamic: Plays a dynamically generated message based on certain inputs or variables.
  • Connect: Connects the call to a specified phone number or agent.
  • Voicemail: Directs the caller to leave a voicemail.
  • Notification Email: Sends an email notification based on the call’s context or outcome.
  • Hangup: Ends the call.
  • Check Time: Checks the current time and routes the call accordingly 
  • Webhook: Triggers an external webhook to integrate with other applications or systems.
  • Send SMS: Sends an SMS to the caller or another recipient.
  • Notification SMS: Sends a notification via SMS.
  • Manage Segment: Manages segmentation of callers based on predefined criteria.
  • Identify Caller: Identifies the caller using stored data or input provided during the call.
  • IVR (Interactive Voice Response): Allows the caller to interact using their keypad or voice commands.
  • New Call: Initiates a new call flow.
  • Transfer: Transfers the IVR Flow to another Flow or department.
  • Switch Case: Implements conditional routing logic based on caller inputs or other parameters.
  • Match Input: Matches the caller’s input against predefined options.
  • Capture Input: Captures and stores input from the caller.

2. Call Start (Right Panel)

  • The “Call Start” box represents the entry point of the call flow.
  • Users can drag applets from the left panel and drop them into this panel to define the sequence of actions for incoming calls.
  • It serves as the workspace for designing and visualizing the call flow.
  1. Save and Close Buttons (Top Right)
  • Save: Saves the configured call flow.
  • Close: Closes the interface without saving changes.

Steps to Create a Call Flow

1. Drag and Drop Applets:

  • Select an applet from the “Voice Applets” panel.
  • Drag it into the “Call Start” workspace.
  • Arrange multiple applets in the desired sequence to create a logical flow.

2. Configure Each Applet:

  • Click on an applet after placing it in the workspace.
  • Define its specific settings (e.g., upload a voice file for “Play Voice,” specify a number for “Connect,” etc.).

3. Save the Flow:

  • Once the call flow is designed, click the “Save” button to preserve the configuration.

4. Test the Flow:

  • Run test calls to ensure the flow works as intended and make adjustments if necessary.

Use Case Examples

1. Basic Greeting Flow:

  • Use “Play Voice” to greet callers with a welcome message.
  • Follow it with “Connect” to route the call to an agent.

2. After-Hours Voicemail:

  • Use “Check Time” to determine if the call is outside business hours.
  • If yes, route the call to “Voicemail.”

3. Interactive Support Flow:

  • Use “IVR” to let callers choose from options like Sales, Support, or Billing.
  • Use “Transfer” to connect the call based on their selection.

📞Phones Section

📞Phones Section - Kit19

✨ Phones: Provides options to manage phone numbers and devices associated with the telephony system.

DID Number: A list of Direct Inward Dialing (DID) numbers is displayed. Users can select a specific DID by clicking the radio button next to it.

  • Type: Indicates the type of phone number. In this case, all numbers are categorized as “Normal.”
  • Category: Specifies the category of the phone number, with all entries labeled as “Landline.”
  • AppName/LandLine:
  1. Displays the associated app name or landline.
  2. A green “plus” icon (➕) indicates the ability to add or configure settings for the phone number. Like which IVR Flow has the starting Point.
Phone Display
  • A red “cross” icon (❌) appears for certain entries, likely signifying release phone required action.

4 . Action Buttons

  • Add-on Phone: Located in the top-right corner, this green button allows users to add new phone numbers to the list.
Supporting Images - kit19

Roles Section:  The “Roles” section allows you to create new member and manage roles within the system. Users can be assigned specific roles such as Admin, User, or Guest. This feature helps in defining access levels and permissions based on the role assigned to each person. 

Roles Section - kit19

Steps to Create Roles / Member / New Users:

  • Click on the *plus (+) icon on top right corner*.
  • A page will open from the right side.
Steps to Create Roles - Kit19

Fields to be Filled:

  • Mobile Number (Mandatory) : Enter the mobile number.
    • Click on *Check Availability* to ensure the number is available.
  • Username (Mandatory) :  Enter the desired username.
  • First Name (Mandatory) : Enter the user’s first name.
  • Last Name (Optional) : Enter the user’s last name.
  • E-Mail (Mandotory) : Provide the email address.
  • Company Name (Optional) : Enter the company name.
  • Country (Optional) : Select the country from the dropdown.
  • State (Optional) : Choose the state.
  • City (Optional) : Select the city from the list.
  • Time Zone (Optional) : Choose the appropriate time zone.

Rights Section:

  • Telephony Role : Set the telephony role (e.g., No Access).
  • Support Role : Select the support user role from the dropdown.

Permission and Reporting Section:

  • Permission (Role) : Choose the appropriate permission level.
  • Report To (User) : Select the reporting user.

Completing Registration:

  • After filling in all the required fields, click on the Register button.
  • If you want to fill new fields, click on the Reset button to clear the form and start over.

 

Notes: Ensure that all mandatory fields are correctly filled to avoid errors. Either a mobile number or an email must be provided to proceed with the registration process.

 

✨ Telephony Groups :  Here you can create new telephony group and add users who can attends calls which they getting from the customer side (by IVR call). 

Telephony Groups - Kit19

Steps to Create a Group:

  • Click on the plus (+) icon. A small popup will open then Enter the desired Group Name and Click Save

Adding Users to the Group :

  • After creating the group, click on the person with a plus (+) icon next to the group name.
  • A popup will open.
  • Select the users you want to add to the group by checking the boxes.
  • Click Save to confirm the selected users.
  • After save this simply click on the group name plus (+) icon and here in blow you can check how many users present in this telephony group.

✨ Audio Collection : Uploading Audio Files in audio collection, you can use these audio in your IVR creation.

Audio Collection -Kit19
  • File Name : Enter the desired name for your audio file in the “File Name” field.
  • Upload MP3 File : Click the “Choose File” button to upload an MP3 file from your device.
  • Music on Hold (Optional) : If you wish to use this audio as hold music, check the box next to “Is music on hold too?”.
  • Save : Click the green Save button to complete the upload process.
Note : The uploaded file will now appear in the “Audio Collection” list with relevant details, ready for use in your telephony system.

✨ Duty Status : This interface appears to be part of a workforce management or CRM tool, where users can toggle their duty status. The “On Duty” status likely signifies availability to perform tasks or respond to inquiries. The design is minimalistic, ensuring ease of use.