Telephony Systems
- 14 Nov 2024
- 1 Minute to read
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Telephony Systems
- Updated on 14 Nov 2024
- 1 Minute to read
- Contributors
- Print
- PDF
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This document outlines the various integration methods used for connecting Knovvu Virtual Agent with telephony systems. There are three main integration approaches, each designed to suit different customer needs based on their IVR capabilities and the management of Speech Recognition (SR) and Text-to-Speech (TTS) services.
Note
The following integration methods used to connect Knovvu Virtual Agent with telephony systems rely on the Knovvu VA Synchronized API, which enables bidirectional communication between the virtual agent and external telephony services.
Knovvu VA Synchronized API expects an Activity object from Microsoft Bot Framework. For more information you can visit this URL: Microsoft Bot Framework Activity Class
1. Text-Based Integration (Audio Optional): The interaction is primarily based on text messages, with SR and TTS services externally managed by the IVR; optional audio can also be included for reporting or analysis purposes. Please check the API documentation for further details.
2. Audio-Based Integration: The interaction is based entirely on audio files, with SR and TTS services managed by Knovvu VA, and audio responses delivered as attachments. Please check the API documentation for further details.
3. SIP Call Transfer: This method is used when the customer lacks an IVR system or when the existing IVR cannot perform Voice Activity Detection (VAD). the call is transferred to the Hummingbird service via SIP integration and SR and TTS are handled by Knovvu VA. Please check the documentation for further details.
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