{"id":311,"date":"2025-01-07T12:01:23","date_gmt":"2025-01-07T12:01:23","guid":{"rendered":"https:\/\/blogs.kit19.com\/Manual\/?page_id=311"},"modified":"2025-01-11T11:51:09","modified_gmt":"2025-01-11T11:51:09","slug":"tools-telephony","status":"publish","type":"page","link":"https:\/\/blogs.kit19.com\/Manual\/tools-telephony\/","title":{"rendered":"Tools & Telephony"},"content":{"rendered":"\t\t

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Documentation: Kit19 Tools Menu Navigation \n<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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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.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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Tools Menu Structure :<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Tools<\/b><\/p>
The <\/span>Tools<\/b> 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.<\/span><\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Telephony<\/b><\/p>
The <\/span>Telephony<\/b> module contains sub-sections specifically for managing telephony workflows. Expanding this section reveals the following options:<\/span><\/li><\/ul>
Sub-Sections:<\/b><\/p>
IVR Flows<\/b><\/li>
Phones<\/b><\/li>
Roles<\/b><\/li>
Telephony Groups<\/b><\/li>
Audio Collection<\/b><\/li>
Duty Status<\/b><\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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Conclusion<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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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.<\/span><\/p>
IVR Flows<\/b><\/span>: <\/b>Allows users to configure and manage Interactive Voice Response (IVR) systems for automated call handling. The \u201cIVR Flow\u201d section provides a tabular view with fields such as \u201cMOH File\u201d (Music on Hold), \u201cDID Number\u201d (Direct Inward Dialling), and \u201cParallel Ringing\u201d options, along with action buttons for editing, deleting, enabling\/disabling, and duplicating IVR flows.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Steps to create IVR Flow<\/b>:\u00a0<\/span><\/p>
First click on the Plus Icon which present that above Image.<\/span><\/li>
The pop-up window shown and enter IVR name.<\/span><\/li>
Click on the save button.<\/span><\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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After click on the Save Button click on the IVR Flow Name then the page rendering to the next page. Image mentioned below.<\/span><\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t $\"Steps$ \t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Explanation of the Call Flow Interface<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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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:<\/span><\/p>
Main Sections<\/strong><\/h3>
1. Voice Applets (Left Panel)<\/strong><\/h3>
This section contains a list of functional applets that can be dragged and dropped to create a customized call flow.<\/span><\/li>
Each applet represents a specific action or functionality that the system can perform during a call.<\/span><\/li><\/ul>
Available Applets:<\/strong><\/h4>
Play Voice<\/b>: Plays a pre-recorded voice message for the caller.<\/span><\/li>
Play Dynamic<\/b>: Plays a dynamically generated message based on certain inputs or variables.<\/span><\/li>
Connect<\/b>: Connects the call to a specified phone number or agent.<\/span><\/li>
Voicemail<\/b>: Directs the caller to leave a voicemail.<\/span><\/li>
Notification Email<\/b>: Sends an email notification based on the call\u2019s context or outcome.<\/span><\/li>
Hangup<\/b>: Ends the call.<\/span><\/li>
Check Time<\/b>: Checks the current time and routes the call accordingly\u00a0<\/span><\/li>
Webhook<\/b>: Triggers an external webhook to integrate with other applications or systems.<\/span><\/li>
Send SMS<\/b>: Sends an SMS to the caller or another recipient.<\/span><\/li>
Notification SMS<\/b>: Sends a notification via SMS.<\/span><\/li>
Manage Segment<\/b>: Manages segmentation of callers based on predefined criteria.<\/span><\/li>
Identify Caller<\/b>: Identifies the caller using stored data or input provided during the call.<\/span><\/li>
IVR (Interactive Voice Response)<\/b>: Allows the caller to interact using their keypad or voice commands.<\/span><\/li>
New Call<\/b>: Initiates a new call flow.<\/span><\/li>
Transfer<\/b>: Transfers the IVR Flow to another Flow or department.<\/span><\/li>
Switch Case<\/b>: Implements conditional routing logic based on caller inputs or other parameters.<\/span><\/li>
Match Input<\/b>: Matches the caller\u2019s input against predefined options.<\/span><\/li>
Capture Input<\/b>: Captures and stores input from the caller.<\/span><\/li><\/ul>
2. Call Start (Right Panel)<\/b><\/h3>
The \u201cCall Start\u201d box represents the entry point of the call flow.<\/span><\/li>
Users can drag applets from the left panel and drop them into this panel to define the sequence of actions for incoming calls.<\/span><\/li>
It serves as the workspace for designing and visualizing the call flow.<\/span><\/li><\/ul>
Save and Close Buttons (Top Right)<\/b><\/li><\/ol>
Save<\/b>: Saves the configured call flow.<\/span><\/li>
Close<\/b>: Closes the interface without saving changes.<\/span><\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Steps to Create a Call Flow<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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1. Drag and Drop Applets<\/b>:<\/span><\/h3>
Select an applet from the \u201cVoice Applets\u201d panel.<\/span><\/li>
Drag it into the \u201cCall Start\u201d workspace.<\/span><\/li>
Arrange multiple applets in the desired sequence to create a logical flow.<\/span><\/li><\/ul>
2. Configure Each Applet<\/b>:<\/span><\/h3>
Click on an applet after placing it in the workspace.<\/span><\/li>
Define its specific settings (e.g., upload a voice file for \u201cPlay Voice,\u201d specify a number for \u201cConnect,\u201d etc.).<\/span><\/li><\/ul>
3. Save the Flow<\/b>:<\/span><\/h3>
Once the call flow is designed, click the \u201cSave\u201d button to preserve the configuration.<\/span><\/li><\/ul>
4. Test the Flow<\/b>:<\/span><\/h3>
Run test calls to ensure the flow works as intended and make adjustments if necessary.<\/span><\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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Use Case Examples<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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1. Basic Greeting Flow<\/b>:<\/span><\/p>
Use \u201cPlay Voice\u201d to greet callers with a welcome message.<\/span><\/li>
Follow it with \u201cConnect\u201d to route the call to an agent.<\/span><\/li><\/ul>
2. After-Hours Voicemail<\/b>:<\/span><\/p>
Use \u201cCheck Time\u201d to determine if the call is outside business hours.<\/span><\/li>
If yes, route the call to \u201cVoicemail.\u201d<\/span><\/li><\/ul>
3. Interactive Support Flow<\/b>:<\/span><\/p>
Use \u201cIVR\u201d to let callers choose from options like Sales, Support, or Billing.<\/span><\/li>
Use \u201cTransfer\u201d to connect the call based on their selection.<\/span><\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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\ud83d\udcdePhones Section <\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t $\"\ud83d\udcdePhones$ \t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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\u2728 <\/span>Phones<\/span>: <\/span>Provides options to manage phone numbers and devices associated with the telephony system.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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DID Number<\/b>: A list of Direct Inward Dialing (DID) numbers is displayed. Users can select a specific DID by clicking the radio button next to it.<\/span><\/p>
Type<\/b>: Indicates the type of phone number. In this case, all numbers are categorized as \u201cNormal.\u201d<\/span><\/li>
Category<\/b>: Specifies the category of the phone number, with all entries labeled as \u201cLandline.\u201d<\/span><\/li>
AppName\/LandLine<\/b>:<\/span><\/li><\/ul>
Displays the associated app name or landline.<\/span><\/li>
A green \u201cplus\u201d icon (<\/span>\u2795<\/span>) indicates the ability to add or configure settings for the phone number. Like which IVR Flow has the starting Point.<\/span><\/li><\/ol>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t $\"Phone$ \t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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A red \u201ccross\u201d icon (<\/span>\u274c<\/span>) appears for certain entries, likely signifying release phone required action.<\/span><\/li><\/ul>
4 . Action Buttons<\/span><\/h3>
Add-on Phone<\/b>: Located in the top-right corner, this green button allows users to add new phone numbers to the list.<\/span><\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t $\"Supporting$ \t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Roles Section:<\/b>\u00a0 <\/b>The \u201cRoles\u201d 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.<\/span>\u00a0<\/b><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t $\"Roles$ \t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Steps to Create Roles \/ Member \/ New Users:<\/b><\/p>
**Click on the plus (+) icon on top right corner.<\/span><\/li>**
A page will open from the right side.<\/span><\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t $\"Steps$ \t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Fields to be Filled:<\/b><\/h3>
Mobile Number<\/span> (Mandatory)<\/span> : Enter the mobile number.<\/span>
Click on Check Availability to ensure the number is available.<\/span><\/li><\/ul><\/li>
Username<\/span> (Mandatory) <\/span>:\u00a0 Enter the desired username.<\/span><\/li>
First Name<\/span> (Mandatory)<\/span> : Enter the user\u2019s first name.<\/span><\/li>
Last Name<\/span> (Optional) <\/span>: Enter the user\u2019s last name.<\/span><\/li>
E-Mail<\/span> (Mandotory)<\/span> : Provide the email address.<\/span><\/li>
Company Name<\/span> (Optional)<\/span> : Enter the company name.<\/span><\/li>
Country<\/span> (Optional)<\/span> : Select the country from the dropdown.<\/span><\/li>
State<\/span> (Optional)<\/span> : Choose the state.<\/span><\/li>
City<\/span> (Optional)<\/span> : Select the city from the list.<\/span><\/li>
Time Zone<\/span> (Optional) <\/span>: Choose the appropriate time zone.<\/span><\/li><\/ul>
Rights Section:<\/span><\/h3>
Telephony Role : Set the telephony role (e.g., No Access).<\/span><\/li>
Support Role : Select the support user role from the dropdown.<\/span><\/li><\/ul>
Permission and Reporting Section:<\/b><\/h3>
Permission (Role) : Choose the appropriate permission level.<\/span><\/li>
Report To (User) : Select the reporting user.<\/span><\/li><\/ul>
Completing Registration:<\/b><\/h3>
After filling in all the required fields, click on the <\/span>Register<\/b> button.<\/span><\/li>
If you want to fill new fields, click on the <\/span>Reset<\/b> button to clear the form and start over.<\/span><\/li><\/ul>
\u00a0<\/p>
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.<\/span><\/p>
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\u2728<\/b> Telephony Groups<\/b> :\u00a0 <\/b>Here you can create new telephony group and add users who can attends calls which they getting from the customer side (by <\/span>IVR call<\/b>).<\/span>\u00a0<\/b><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Steps to Create a Group:\n<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Click on the plus (+) icon. A small popup will open then Enter the desired Group Name and Click Save<\/span><\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Adding Users to the Group<\/b> :<\/b><\/p>
After creating the group, click on the person with a plus (+) icon next to the group name.<\/span><\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t $\"\"$ \t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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A popup will open.<\/span><\/li>
Select the users you want to add to the group by checking the boxes.<\/span><\/li>
Click Save to confirm the selected users.<\/span><\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t $\"\"$ \t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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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.<\/span><\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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\u2728<\/b> Audio<\/b> Collection<\/b> :<\/b> Uploading Audio Files in audio collection, you can use these audio in your IVR creation.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t $\"Audio$ \t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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File Name<\/b> :<\/b> Enter the desired name for your audio file in the \u201cFile Name\u201d field.<\/span><\/h5><\/li>
Upload MP3 File<\/b> :<\/b> Click the \u201cChoose File\u201d button to upload an MP3 file from your device.<\/span><\/h5><\/li>
Music on Hold (Optional)<\/b> :<\/b> If you wish to use this audio as hold music, check the box next to \u201cIs music on hold too?\u201d.<\/span><\/h5><\/li>
Save<\/b> :<\/b> Click the green <\/span>Save<\/b> button to complete the upload process.<\/span><\/h5><\/li><\/ul>
Note<\/strong> : The uploaded file will now appear in the \u201cAudio Collection\u201d list with relevant details, ready for use in your telephony system.<\/span><\/h5>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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\u2728<\/b> Duty Status<\/b> : <\/b>This interface appears to be part of a workforce management or CRM tool, where users can toggle their duty status. The \u201cOn Duty\u201d status likely signifies availability to perform tasks or respond to inquiries. The design is minimalistic, ensuring ease of use.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t $\"\"$ \t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<\/body>","protected":false},"excerpt":{"rendered":"
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<\/p>\n
\n Continue Reading <\/span><\/i><\/a>\n <\/div>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"om_disable_all_campaigns":false,"_uag_custom_page_level_css":"","footnotes":""},"class_list":["post-311","page","type-page","status-publish","hentry"],"uagb_featured_image_src":{"full":false,"thumbnail":false,"medium":false,"medium_large":false,"large":false,"1536x1536":false,"2048x2048":false},"uagb_author_info":{"display_name":"admin","author_link":"https:\/\/blogs.kit19.com\/Manual\/author\/admin\/"},"uagb_comment_info":0,"uagb_excerpt":"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…","jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/blogs.kit19.com\/Manual\/wp-json\/wp\/v2\/pages\/311","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/blogs.kit19.com\/Manual\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/blogs.kit19.com\/Manual\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/blogs.kit19.com\/Manual\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/blogs.kit19.com\/Manual\/wp-json\/wp\/v2\/comments?post=311"}],"version-history":[{"count":5,"href":"https:\/\/blogs.kit19.com\/Manual\/wp-json\/wp\/v2\/pages\/311\/revisions"}],"predecessor-version":[{"id":379,"href":"https:\/\/blogs.kit19.com\/Manual\/wp-json\/wp\/v2\/pages\/311\/revisions\/379"}],"wp:attachment":[{"href":"https:\/\/blogs.kit19.com\/Manual\/wp-json\/wp\/v2\/media?parent=311"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}