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Activate Listener for Outbound Flows
In order to trigger and run any outbound flow first you need to activate the listener for that flow. Activating listener means activating the service of outbound calls on the outbound flow. To activate the listener, you need to follow below steps -
Create any outbound flow
Attach the DIDs to that flow
Drop a mail on help@phonon.io regarding the same with the following details
Client ID/ Account ID
Flow ID
All the DID numbers attached
How to trigger Outbound Flows ?
Triggering outbound flow means uploading customer’s details to broadcast or run the outbound campaign (like customer number, startime, flow variables). That is making calls to those customers at mentioned starttime. The outbound flows can be trigged in three ways -
1. Webservice End Point
→ The API Request (with method as post) should be send to mentioned webservice end point in the flow. The webservice endpoint for
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Note - Before sending request, make sure to whitelist your IP through which you are sending API request in the whitelist section.
2. Email Upload
You can find unique email ID for each outbound flows. You can send email with attachment to that email ID.
Upon file being loaded, the user will receive an auto-response message, that the upload was successful or not.
Call List File Instructions
If you're uploading the call list using a file, please keep in mind the following
Support file formats are .csv and .zip
You can upload a .csv file of maximum 5MB
Download the template file from the interface.
telX:Put the customer number with country code in tel1 header, alternative numbers can be added as tel2,tel3, etc. up to tel10.
$flow.key.variable:You can upload value of any flow variable by putting the flow variable name as the header and value in the respective cell.
starttime:You can input the starttime of each record in the starttime header in ISO 8601 format.
Common starttime:If the starttime is common for all the records, you can input the starttime in the file name as "upload_<starttime in ddMMyyyyHHmmss format>.csv' Example: upload_08022020211200.csv
You can find email ID for email upload in outbound flow’s configurator tab. Example shown below.
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3. Direct Upload through Interface
You can upload the .csv or .zip file directly from the interface by selecting a file or by drag and drop method. To know more about direct upload, click here.
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If you are triggering the flow for the first time or have updated any DIDs attached with the flow then make sure to activate the listener before triggering the outbound flow. |
Supported Languages on central
Phonon Central supports a wide range of languages so that you can communicate with your multilingual customers.
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The languages supported in central for different functionalities are as follows -
1. Text To Speech
Text to speech is the technology which converts you plain or SSML text into a speech. We have integrated with google for this and we support all the languages (almost) supported by google. The list of languages supported for text to speech are as follows :
Sr. No | Language | Country |
|---|---|---|
1 | Arabic | |
2 | Czech | Czech Republic |
3 | Danish | Denmark |
4 | Dutch | Netherlands |
5 | English | Australia |
6 | English | India |
7 | English | UK |
8 | English | US |
9 | Filipino | Philippines |
10 | Finnish | Finland |
11 | French | Canada |
12 | German | Germany |
13 | Greek | Greece |
14 | Hindi | India |
15 | Hungarian | Hungry |
16 | Indonesian | Indonesia |
17 | Italian | Italy |
18 | Japanese | Japan |
2. Speech To Text
Speech To Text is the technology that converts any speech (audio file) into plain text. You can use this functionality to take voice inputs from customers and can further use it to process it. We also support India’s regional languages so irrespective of your customer, their speech will be converted to text. The languages supported for speech to text are as follows :
Sr. No | Language | Country |
|---|---|---|
1 | English | United States |
2 | English | India |
3 | Hindi | India |
4 | Gujarati | India |
5 | Marathi | India |
6 | Bengali | India |
7 | Telugu | India |
8 | Tamil | India |
9 | Urdu | India |
10 | Kannada | India |
11 | Malayalam | India |
12 | Chinese | China |
13 | Arabic | Oman |
14 | Portuguese | Portugal |
15 | Russian | Russia |
16 | Japanese | Japan |
17 | French | France |
18 | German | Germany |
19 | Italian | Italy |
20 | Dutch | Netherlands |
3. DialogFlow
DialogFlow can be used to process the voice input, to fetch intents, their responses, entities etc. The languages supported in DialogFlow are as follows -
Sr No. | Language | Code |
|---|---|---|
1 | English | en |
2 | Hindi | hi |
3 | Danish | da |
4 | German | de |
5 | Spanish | es |
6 | French | fr |
7 | Indonesian | id |
8 | Italian | it |
9 | Japanese | ja |
10 | Korean (South Korea) | ko |
11 | Dutch | nl |
12 | Norwegian | no |
13 | Polish | pl |
14 | Portuguese (European) | pt |
15 | Portuguese (Brazilian) | pt-br |
16 | Russian | ru |
17 | Swedish | sv |
18 | Thai | th |
19 | Turkish | tr |
20 | Ukrainian | uk |
21 | Chinese (Simplified) | zh-cn |
22 | Chinese (Hong Kong) | zh-hk |
23 | Chinese (Traditional) | zh-tw |
System Variables
System Variables are the variables defined by default by the system in which the real time data of the call or flow will get saved. These system variables can be used in the flows as and when required. The value of these variables will be different for each call (if the variable category is ‘call’).
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Sr. | Variable | Variable Description | Variable Category | Variable Type |
1 | $sys.datetime | This variable will give current system date and time. | SYSTEM | datetime |
2 | $sys.date | This variable will give current system date. | SYSTEM | date |
3 | $call.cdr | This variable will give cdrID of call. | CALL | string |
4 | $call.start | This variable will give the date and time of call when it was started. | CALL | datetime |
5 | $call.end | This variable will give the date and time of call when it was ended. | CALL | datetime |
6 | $call.dtmf | This variable will give the series of DTMF pressed by customer in call. | CALL | string |
7 | $call.state | This variable will give the current state of call. The state can be ‘in process’, ‘completed’ etc. | CALL | string |
8 | $call.connect | This variable will give the date and time of call when it got connected | CALL | datetime |
9 | $call.isIncoming | This variable will show weather the call is incoming or not (True if incoming ) | CALL | boolean |
10 | $call.cli | For Outbound Flows: This variable will provide Number from which call is initiated (DID). For Inbound Flows: This variable will provide the phone number of customer from which the call is coming . | CALL | string |
11 | $call.dnis | For Outbound Flows: This variable will provide the number of customer to which the call is made. For Inbound Flows: This Variable will provide the Number (DID) on which incoming call was Landed. | CALL | string |
12 | $call.remoteHangup | This variable will give idea of call that weather it was remote hangup or not. “yes” if remote hangup | CALL | boolean |
13 | $call.isdn | This variable will give ISDN cause codes of the call. | CALL | integer |
14 | $call.cost | This variable will give the total cost of the call | CALL | double |
15 | $call.cost.currency | This variable will give the currency in which the cost is calculated for call | CALL | string |
16 | $call.recorded | This variable will show weather the call was recorded or not. “Yes” if the the recording is enable. | CALL | boolean |
17 | $call.recordingUri | This variable will give the URL of call recording where it is stored. | CALL | string |
18 | $call.lastdtmfreceived | This variable will give the last DTMF received in the call | CALL | string |
19 | $call.attemptnumber | This variable will give the attempt number of the call | CALL | integer |
20 | $call.lastlabelreceived | CALL | string | |
21 | $call.agent.connect | This variable will give show weather agent was connected or not. “Yes” if agent got connected. | CALL | boolean |
22 | $sys.time | This variable will give the system time | SYSTEM | time |
23 | $call.cli.number | This variable will give the CLI phone number without country code. | CALL | string |
24 | $call.cli.countrycode | This variable will give the country code of cli number | CALL | string |
25 | $call.cli.type | This variable will give the CLI Type of number. The type can be … | CALL | string |
26 | $call.dnis.number | This variable will give the DNIS phone number without country code. | CALL | string |
27 | $call.dnis.countrycode | This variable will give the country code of the dnis number | CALL | string |
28 | $call.dnis.type | This variable will give DNIS type of number. The type can be … | CALL | string |
29 | $call.lastWebhookStatus | CALL | boolean | |
30 | $call.duration | This variable will give total call duration of a particular call | CALL | integer |
31 | $flow.syskey.rescheduledCall | This variable is use to forcefully set reschedule in case of outbound flow. Assign value as ‘yes’ if you want to forcefully reschedule a call. | SYSTEM | string |
32 | $flow.syskey.reschedule_agent_call | This variable is use to forcefully set agent reschedule in case of dialer flow. Assign value as ‘yes’ if you want to forcefully reschedule a call. | SYSTEM | String |
33 | $flow.syskey.reschedule_customer_call | This variable is use to forcefully set customer reschedule in case of dialer flow. Assign value as ‘yes’ if you want to forcefully reschedule a call. | SYSTEM | String |
34 | $call.agent.recordingUri | This variable will give URL of agent recording (if enabled for agent) stored. | CALL | String |
35 | $call.flow.recordingUri | This variable will give URL of recording for whole flow (if enabled in the flow) stored. | CALL | String |
36 | $call.play_and_record.recordingUri | This variable will give the URL of recording for play and record widget stored. | CALL | String |
37 | $call.agent_dialer.recordingUri | This variable will give the URL of agent recording in case of dialer flow where it is stored. | CALL | String |
38 | $call.ivr_recording.recordingUri | This variable will give the URL of the recording of IVR (Recording Widget) where it is stored. | CALL | String |
39 | $call.queue.recordingUri | This variable will give the URL of the recording of queue (if it is enabled in queue) where it is stored. | CALL | String |
40 | $flow.syskey.agentID | This variable will give the agent ID of agent who got connected. | SYSTEM | |
41 | $flow.syskey.agent.attempt_number | This variable will give the attempt number of agent in case of Dialer Flow. | SYSTEM | |
42 | $flow.syskey.agent.cli | This variable will give the DID number from which the call to agent was made. | SYSTEM | |
43 | $flow.syskey.agent.cli.number | This variable will give only the number of CLI of agent | SYSTEM | |
44 | $flow.syskey.agent.cli.country_code | This variable will give the country code of the CLI of agent | SYSTEM | |
45 | $flow.syskey.agent.type | This variable will give the type of agent that got connected. The type can be dynamic or direct dial. | SYSTEM | |
46 | $flow.syskey.loginType | This variable will give the login type of agent who got connected. The login type can be mobile phone, deskphone, landline, softphone. | SYSTEM | |
47 | $call.agent.cdr | CALL |
Response Codes in widgets
Response codes are the variables which gets updated after the execution of the widget. Response codes helps in knowing particular status of the field and in troubleshooting if the widget gets failed.
Webhook
Success Response - Below are the variables which will get updated if the execution of the widget was successful and the flow moved to ‘line 0’.
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$flow.key.response_status | API call Success or Failure status | FAILED |
$flow.key.response_status_code | Status Code for response | 401, 200 |
$flow.key.response_status_type | Type of error, based on status code | Redirection |
$flow.key.response_duration | Duration in seconds for the API to return data | 0.11 |
$flow.key.response_raw | Raw response received from server, null if empty | {...} |
$flow.key.response_error | If API resulted in error, Boolean true or false | true |
$flow.key.error_reason | Reason for failure | SERVER_ERROR |
KYC Documents
Here is the list of documents required for KYC process in ‘Central Platform’ according to different categories.
Sr | Entity Type | KYC Type | Document Type | Is Mandatory? |
1 | Company | Proof of Identity | Certificate of Incorporation, GST Registration Certificate, TAN Allotment Certificate. DIN number in case of individual Directors | Any one |
Proof of Address | Certificate of Incorporation, GST Registration Certificate, TAN Allotment Certificate. DIN Number in case of individual Directors | Any one | ||
Proof of Signatory | Board Resolution or PoA for Authorised Signatory | Any one | ||
Proof of Signatory Identity | Aadhaar Card, Passport, Driving License | Any one | ||
Contract Document | For Pre-paid Account:
For Post-Paid Account
| Any One | ||
2 | Individual | Proof of Identity | Aadhaar Card, Passport, Driving License | Any one |
Proof of Address | Latest Electricity Bill, Passport, Aadhar Card, Bank Statement Passbook, Driving License | Any one | ||
3 | HUF | Proof of Identity | PAN card of HUF | Yes |
Proof of Karta Identity | Aadhar Card, Passport, Driving License of Karta (any one) | Any one | ||
Proof of Karta Address | Latest Electricity Bill, Passport, Aadhar Card, Bank Statement Passbook, Driving License | Any one | ||
4 | LLP/Partnrship Firm | Proof of Identity | Certificate of Partnership/Partnership Registration Certificate, PAN Card of the LLP/Firm, Certificate of Incorporation (for LLP), GST Registration Certificate | Any one |
Individual Director/Passport: Aadhaar Card, Passport, DIN Number, Driving License, Individual Bank Account Passbook | Any one | |||
Proof of Address | Latest Electriricty Bill, Lease Deed/Rent Agreement, TAN Number, Bank Account Statement Passbook. GST Registration documents, Registration documents with a Professional Body | Any one | ||
5 | Sole Propreitorship | Proof of Identity | We can ask for the personal identity proof of the Sole Propreitor. Driving License, Aadhar, Bank Passbook of Individual, Passport | Any one |
Proof of Address | TAN Number, Latest Electricity BIll, Bank Account Statement Passbook. GST Registration documents | Any one | ||
6 | PSU | Prood of Identity | Can be the same as a Company as given above |
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Proof of Address | Can be the same as a Company as given above |
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7 | Government Entities |
| (Need clarity on this. What kind of Government entities are we dealing with) |
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Setup DialogFlow and using in Central
If you want to design an IVR or an chat bot, that works on voice reorganization then you can use speech processing widget to achieve the same. Before that you need to perform basic setup in DialgFlow according to your use case. The setup requires following things -
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Synonymes- Option one, Option 1, First option, 1 option etc
Step 4 - After adding the details, SAVE the Entity
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4. Use this response variable further in any widgets like in play widget to give the user voice response.
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