Create project - advanced options

In the following, you will know how to set advanced options for your project. For this purpose, you will perform the following actions:

Open advanced options

How to open advanced options for your project:

Requirements

You just started to create a new project.

Alternatively, you already created a new project.

Click Show advanced options.

The advanced options have been opened.

Set up outgoing calls

How to set up outgoing calls:

  1. To enable your voicebot to initiate outgoing calls, under Outgoing calls, switch to Bots are allowed to initiate outgoing calls.

    Tip: Outgoing calls are needed e.g. for an agent handover to a contact center via /call/forward/ or for voicebots that initiate calls via /call/dial.
  2. If you want to configure a caller ID that VIER Cognitive Voice Gateway prefers to use when no caller ID is specified in the outbound call request, enter the caller ID in Default caller ID.

  1. NOTICE

    notice

    New regulation for outgoing numbers

    New regulations in many countries no longer allow to set phone numbers from these countries as outgoing numbers if a call was originally initiated from another country. Numbers are set as outgoing numbers according to the following scheme:

    1. callerId, which is explicitly set via the APIs /call/forward, /call/bridge and /call/dial, if available.
    2. otherwise the default caller ID from the project settings, if available
    3. otherwise the called number, if available
    4. otherwise the first platform number from the project

  2. NOTICE

    notice

    Use of UUI headers or custom SIP headers

    In general, VIER recommends not to set the desired number to be transmitted via the outgoing number (FROM SIP header) when calling abroad, but to use the UUI header or another custom SIP header for this purpose.

  3. You have set up outgoing calls for your bot.

Set up call recording

How to set up call recording:

  1. To enable call recordings, under Call recording, switch to Recording calls allowed.

  2. NOTICE

    notice

    Deactivation of call recordings

    If call recording has been disabled on the reseller, customer or department level, then you cannot enable call recording for your bot.

  3. When you enabled call recordings, under Automatically delete call recordings after select a period of time, after which call recordings will be deleted automatically.

You have set up call recording.

Set up data protection options

How to set up data protection options:

  1. If you want customer phone numbers to be anonymized before they are transferred to the bot and the integrations, activate the Anonymize phone numbers for bot and integrations switch.
  2. Conversational AIs like Boost, Cognigy, Dialogflow, Rasa, Ubitec and other API consumers and integrations will only see anonymized phone numbers.
  3. If the customer phone numbers for bots and integrations have already been anonymized at the reseller level, the customer phone numbers will be anonymized automatically at all hierarchical levels below (Reseller > Customer > Account > Project). You cannot deactivate the setting in this case.
  4. If the switch Anonymize phone numbers for bot and integrations is enabled, VIER Cognitive Voice Gateway will hash the remote caller ID when communicating with bots and other services. The hash is deterministic: the same phone number will produce so that different customers can still be distinguished. For example, if a customer is calling a second time, bots could react to this differently. Hashed phone numbers can be identified by the keyword md5-hash: at the start of the string (for example „remote":"md5-hash:ad14c520b9cfc53c25f446b338c79ced“ instead of „remote":"+49111111111“). This affects the fields SessionParameters.remote in the Bot API and CallStarted.callerNumber in the Webhook API.
  5. In VIER Cognitive Voice Gateway, caller numbers are stored in plain text or anonymized, depending on the configuration. To ensure that billing-relevant data is still available, VIER Cognitive Voice Gateway always saves the country as an abbreviation (e. g. DE) and the network (e. g. Mobile) for the numbers called.
  6. If you want to save dialog data that can be retrieved later via the dialog API, activate the Save dialog data checkbox.
  7. Under Automatically delete dialog data after, select when dialog data for the dialog API should be automatically deleted.
  8. VIER Cognitive Voice Gateway deletes dialog data after an adjustable period of time after the end of the dialog. 10 minutes are set here by default. This is sufficient, for example, to hand off dialogs to contact center services, where they are displayed after a hand off to the human agent.

  9. NOTICE

    notice

    Longer retention time for dialogs

    In certain applications, a longer retention time for the dialogs is necessary. For example, if all dialogs are imported into reporting or analytics systems once a night. To enable this, the retention time can be set to up to one month.

  10. If you want to set a longer retention time, but this is not possible with the existing configuration of your project, contact the VIER Customer Service Desk.

You have set up data protection options.

NOTICE

notice

Hierarchical structure

The function is structured hierarchically (Reseller > Customer > Account > Project). For example, if you choose to delete the data after 1 day, then only the options for further restrictions are available on the levels below (1 day, 1 hour and 10 minutes). A longer period cannot be selected (in the example, the 1 week option is not available on the levels below).

Configure dialog duration

Hanging dialogs, i. e. technically running calls without caller on the line, cannot be ruled out due to the many potential causes such as missing or lost disconnect events. You can use the dialog duration to set the time after which a call is automatically terminated. A short dialog duration can mitigate the effects of unwanted long calls. Long dialog durations of several hours may be required, for example, for use cases that involve routing to human agents and complex callbacks.

How to configure dialog duration:

NOTICE

notice

Scope of the dialog duration

The dialog duration also includes the time customers spend talking to agents after the call has been forwarded. To avoid interruptions in active calls, configure a sufficient dialog duration.

You have configured the dialog duration.

Set up fallback

How to set up fallback:

  1. Under Fallback, enter the Fallback phone number. The number is used to connect the caller to an operator in case of the bot cannot be reached. If no fallback number is specified, VIER Cognitive Voice Gateway terminates the call.
  2. Enter the Fallback text. If you enter a fallback text, this will be announced if the bot cannot be reached. Depending on whether you have entered a fallback number, the call is then forwarded there or hung up.
  1. You have set up fallback.

Set up call options

How to set up call options:

  1. Under Call, select the Time until the inactivity of the call partner is reported. The default setting is Disabled. If you select a different setting, the bot will be notified of the user's inactivity after this time has elapsed without user input. This allows the bot to prompt the user for voice input again.
  2. Select a Required silence to end an utterance. You can select the time of silence in milliseconds that must occur after an utterance to complete the utterance.
  3. Select a Minimum noise level in dB. A signal must surpass this level to be considered at all.
  4. If you want long texts to be split into smaller sections and synthesized separately, switch to Optimize text-to-speech latency.

    NOTICE! The splitting of texts into smaller sections can lead to small pauses between the sections.
  1. You have set up call options.

Set up allowed call origins

How to set up allowed call origins:

  1. If you want to restrict your incoming calls to specific call origins, switch to Origins restricted to under Allowed call origins:
  2. The entered phone numbers are compared to the user part in the P-Asserted-Identity SIP header. If they do not match, the call is rejected.
  3. Click .
  4. Enter the phone numbers of the systems from which incoming calls are routed to your bot. Not entered phone numbers will not be routed.

Set feature flags

How to set feature flags:

  1. If you want to activate upcoming breaking changes or new features for your project before they are released, enter the corresponding feature flag.
  2. NOTICE! Some feature flags may not be compatible with the bot.
  3. Click Save.
  1. You have set up allowed call origins.
  2. You have saved the advanced options.