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Getting Started with Voice Alerts

A voice call will help notify the users of any critical alerts that require immediate attention. Plivo’s PHLO allows you to quickly create and configure a voice alert system for your business. An API call will trigger the PHLO and will enable making direct calls to the customers with critical alerts.

You can also set up PHLO to alert you in case of important notifications, and take actions on those notifications based on the key pressed.

Use Case Outline

Creating the Use Case using PHLO

With PHLO, you can quickly create a workflow that suits your use case. To use PHLO, make sure to register and log on to Plivo Console.

Use the following components to create this PHLO:

  • Initiate Call
  • IVR Menu
  • Play Audio

When you send an API request to the PHLO, it triggers a call to the user using the Initiate Call component. Once the user answers the call, the Play Audio component plays an audio to the user. The call will disconnect automatically after the playback audio is completed.

Note: The Callback function provides the user details required to make the call.

To create this PHLO

  1. On the top navigation bar, click PHLO. The PHLO page will appear and display your existing PHLOs, if any. If this is your first PHLO, then the PHLO page will be empty.
  2. Click CREATE NEW PHLO to build a new PHLO.
  3. On the Choose your use-case window, click Build my own. The PHLO canvas will appear with the Start node. Note: The Start node is the starting point of any PHLO. You can choose between the four available trigger states of the Start node; Incoming SMS, Incoming Call, Endpoint Call, and API Request. For this PHLO, we will use the API Request trigger state.
  4. Click the Start node to open the Configurations tab, and then enter the information to retrieve from the HTTP Request payload. For example, this could be a list of numbers to call.
  5. Click Validate to save the configurations for the node. image alt text
  6. From the list of components, on the left hand side, drag and drop the Initiate Call component onto the canvas. This will add a Initiate call node onto the canvas.
  7. Connect the Start node with the Initiate Call node, using the API Request trigger state.
  8. Configure the Initiate Call node to select the From and To numbers from the Start node. Note:
    • Enter two curly brackets to view all available variables.
    • The values for the From and To numbers are picked from the HTTP Request Payload. Make sure to clearly define the variables in the Start node.
  9. Click Validate to save the configurations for the node.
  10. Similarly, create a node for the IVR Menu component and connect it to the Initiate Call node using the Answered trigger state.
  11. Click the IVR Menu node to open the Configurations tab.
  12. Configure the choices for the IVR Menu from the Configurations tab. In this example, we will select 1 and 2 as the allowed choices and enter a message to play to the user.
  13. Rename the IVR Menu node to Gather_Input. Note: You can rename the nodes as per your requirements. We are using specific names to help you relate to the different nodes used in this use case. image alt text
  14. Enter a message in the Speak Text field. The caller will be greeted with this message. Note: You can also configure the Language and Voice for the message.
  15. Click Validate to to save the configurations of the node.
  16. Similarly, create three nodes for the Play Audio component. Note: In this example, we will need three Play Audio nodes; one node for each option (Wrong Input, 1, and 2).
  17. Rename these nodes to Invalid_Input_Prompt, Resolved_Prompt, and** Escalation_Prompt** using the Configurations tab.
  18. Connect Invalid_Input_Prompt node to the Gather_Input using the Wrong Input trigger state. image alt text
  19. Connect the Prompt Completed trigger state of Invalid_Input_Prompt node to the IVR Menu. This will send the user back to the IVR Menu if they press an incorrect option, or if they do not press any key.
  20. Connect Resolved_Prompt and Escalation_Prompt nodes to the Gather_Input using the 1 and 2 trigger states.
  21. Next, configure the Play Audio nodes to play a specific message to the user. Note: The audio playback can either be static or dynamic. In this example, we will use a combination of a static message along with some dynamic message for the Resolved_Prompt and Escalation_Prompt nodes.
  22. On the Play Audio Configurations tab, enter a static message (For example, Your Database status is: ) in the Speak Text field, followed by a variable to include the dynamic text. Note: You can choose a variable by entering two curly brackets in the Speak Text field.
  23. Click Validate to save the configurations for the node. image alt text
  24. Configure** Resolved_Prompt** and Escalation_Prompt nodes to speak a fixed message in case of a wrong input or no input.
  25. Click Validate to save the configurations for the node. image alt text
  26. Next, create a node for Initiate Call component and rename it to Escalation_Call.
  27. Connect the Escalation_Prompt node to the Escalation_Call node using the Prompt Completed trigger state. This will call a second phone number and announce the alert. You can set up any number of escalation numbers by creating similar nodes for each phone number.
  28. Connect the Escalation_Call node back to the Escalation_Prompt node using the Answered trigger state. This will play the same prompt to the second user and the process will repeat. image alt text
  29. After you complete the configurations, click Save. You can trigger your PHLO using the PHLO URL to test it out. Your complete PHLO will look like this:

For more information on using PHLO, see the PHLO User Guide.

For more information on components and their variables, see the PHLO Components Library.

Uses of this PHLO

You can also use this PHLO structure for other use cases, like:

  • Campaign calls

  • Click-to-call