OVERVIEW
Virtual Assistants
Kore.ai Platform
Key Concepts
Natural Language Processing (NLP)
Accessing Platform
VIRTUAL ASSISTANTS
Virtual Assistant Builder
Virtual Assistant Types
Getting Started
Creating a Simple Bot
SKILLS
Storyboard
Dialog Task
Introduction
Dialog Builder (New)
Dialog Builder (Legacy)
User Intent Node
Dialog Node
Entity Node
Supported Entity Types
Composite Entities
Supported Colors
Supported Company Names
Form Node
Logic Node
Message Nodes
Confirmation Nodes
Bot Action Node
Service Node
Custom Authentication
2-way SSL for Service nodes
Script Node
Agent Transfer Node
WebHook Node
Grouping Nodes
Connections & Transitions
Manage Dialogs
User Prompts
Knowledge Graph
Terminology
Building
Generation
Importing and Exporting
Analysis
Knowledge Extraction
Build
Alert Tasks
Introduction
Ignore Words and Field Memory
How to Schedule a Smart Alert
Small Talk
Digital Views
Overview
Configuring Digital Views
Digital Forms
Overview
How to Configure Digital Forms
NATURAL LANGUAGE
Overview
Machine Learning
Introduction
Model Validation
Fundamental Meaning
Introduction
NLP Guidelines
Knowledge Graph
Traits
Introduction
How to Use Traits
Ranking and Resolver
Advanced NLP Configurations
INTELLIGENCE
Overview
Context Management
Overview
Session and Context Variables
Context Object
How to Manage Context Switching
Manage Interruptions
Dialog Management
Sub-Intents & Follow-up Intents
Amend Entity
Multi-Intent Detection
Sentiment Management
Tone Analysis
Sentiment Management
Event Based Bot Actions
Default Conversations
Default Standard Responses
TEST & DEBUG
Talk to Bot
Utterance Testing
Batch Testing
Conversation Testing
CHANNELS
PUBLISH
ANALYZE
Overview
Dashboard
Custom Dashboard
Overview
How to Create Custom Dashboard
Conversation Flows
NLP Metrics
ADVANCED TOPICS
Universal Bots
Overview
Defining
Creating
Training
Customizing
Enabling Languages
Store
Smart Bots
Defining
koreUtil Libraries
SETTINGS
Authorization
Language Management
PII Settings
Variables
Functions
IVR Integration
General Settings
Management
Import & Export
Delete
Versioning
Collaborative Development
PLAN & USAGE
Overview
Usage Plans
Support Plans
Invoices
API GUIDE
API Overview
API List
API Collection
SDKs
SDK Overview
SDK Security
SDK App Registration
Web SDK Tutorial
Message Formatting and Templates
Mobile SDK Push Notification
Widget SDK Tutorial
Widget SDK – Message Formatting and Templates
Web Socket Connect & RTM
Using the BotKit SDK
Installing
Configuring
Events
Functions
BotKit SDK Tutorial – Agent Transfer
BotKit SDK Tutorial – Flight Search Sample Bot
Using an External NLP Engine
ADMINISTRATION
HOW TOs
Creating a Simple Bot
Creating a Banking Bot
Context Switching
Using Traits
Schedule a Smart Alert
Configure UI Forms
Add Form Data into Data Tables
Configuring Digital Views
Add Data to Data Tables
Update Data in Data Tables
Custom Dashboard
Custom Tags to filter Bot Metrics
Patterns for Intents & Entities
Build Knowledge Graph
Global Variables
Content Variables
Using Bot Functions
Configure Agent Transfer
Update Balance Task
Transfer Funds Task
RELEASE NOTES
  1. Docs
  2. Virtual Assistants
  3. Channel Enablement
  4. Adding the IVR-AudioCodes Channel

Adding the IVR-AudioCodes Channel

AudioCodes is a voice network provider with the ability to choose custom ASR and TTS engines.

You can connect your bot to IVR-AudioCodes using a Webhook based integration. Before you begin, please ensure that you have administration access to your AudioCodes account for configuring the integration.

Introduced in ver8.0 of the platform.

To Enable IVR-AudioCodes Channel

  1. In the Bots section of the Bot Builder, click the Bot that you want to add the IVR-AudioCodes channel.
  2. On the Channels tab, click the IVR-AudioCodes icon. The IVR-AudioCodes Channel page gets displayed.
  3. To complete the Channel setup, navigate to the Configurations tab.
    1. Associate an App: Associate a secure app by choosing an existing app or by creating a new app. Generate the JWT token using the details of the selected app and use this token for secure communication with the Kore.ai Platform.
    2. Make a note of the Webhook URL, you need to configure this at the AudioCodes application:
      • Login to your AudioCodes account and configure the above-mentioned URL as the ‘botURL’ in the VoiceAI Connector.
    3. In the Enable Channel section, select Yes, and then click Save to complete the user creation process and channel activation.
  4. From the Voice Call Properties tab,  enter the details to configure the channel level voice properties, see here for details.
  5. Once you have enabled the IVR-AudioCodes channel, we recommend configuring the Telephony Welcome Event for Voice Call Settings. This would play a welcome message for users when they connect to the Bot via the IVR-AudioCodes channel.
    For this:

    1. From Natural Language -> Default Conversation -> Event Handlers configure Telephony Welcome Event
    2. Click the Use Voice Call Properties button to open the Voice Call settings section
    3. Under the Initial Prompts text box, enter the message that needs to be played when the user connects to the Bot.
    4. For details regarding other configuration fields, refer to the Configuring Voice Call Settings for a Node section here.

Editing the IVR-AudioCodes Channel

To edit the IVR-AudioCodes channel, hover your mouse over the channel to modify, and then click the Settings icon to display the command menu.

Select one of the following commands to modify the channel:

  • Disable/Enable – Click Disable to temporarily disable the use of the IVR-AudioCodes for your Bot. To enable the use of the IVR-AudioCodes channel, Click Enable.
  • Delete – Click Delete, and then click OK in the Delete Confirmation dialog to permanently delete the Bot channel configuration.
Warning: This operation is permanent, and cannot be undone.
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