May 2025
Intermediate to advanced
414 pages
5h 2m
Chinese
Content preview from 《Asterisk：权威指南》第 5 版
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第 16 章 交互式语音应答简介 交互式语音应答简介
本作品已使用人工智能进行翻译。欢迎您提供反馈和意见：translation-feedback@oreilly.com
一天，爱丽丝走到一个岔路口，看见树上有一只柴郡猫。"她问："我该走哪条路？
"你想去哪儿？"这是他的回答。
"我不知道，"爱丽丝回答。
"那 "猫说，"没关系"
刘易斯-卡罗尔
交互式语音应答（IVR ）一词经常被误用 来指自动语音服务员，但两者是完全不同的东西。 交互式语音应答系统的目的是接收呼叫者的输入，根据输入执行操作（通常是在数据库等外部系统中查找数据），并将结果发送给呼叫者。自动话务员（我们在第 14 章中介绍过）的作用是路由呼叫。最初，IVR 甚至不需要是电话系统。任何从人工输入并反馈结果的系统都属于 IVR 的范畴。传统上，IVR 系统实施起来复杂、昂贵、恼人。Asterisk 改变了这一切。
IVR 的组成部分
IVR 最基本的 元素与自动话务员的元素非常相似，尽管目标不同。我们至少需要一个提示来告诉呼叫者 IVR 的期望、一种接收呼叫者输入的方法、验证呼叫者的回复是否为有效输入的逻辑、决定 IVR 下一步的逻辑，最后，如果适用的话，还需要一个回复的存储机制。我们可以把 IVR 想象成一棵决策树，尽管它不需要有任何分支。例如，一项调查可能会向每个来电者呈现完全相同的提示集，无论来电者做出何种选择，唯一涉及的路由逻辑就是所给出的回答是否对问题有效。
从呼叫者的角度来看，每个 IVR 都需要以提示开始。这个初始提示将告诉呼叫者 IVR 的用途，并要求呼叫者提供第一个输入。我们在第 14 章讨论了自动话务员中的提示。稍后，我们将创建一个拨号计划，让你更好地管理多个语音提示。
IVR 的第二个组成部分是接收呼叫者输入的方法。记得在第 14 章中，我们讨论了用于接收新分机的Background() 和WaitExten() 应用程序。虽然您可以使用Background() 和WaitExten() 创建 IVR，但一般来说，使用Read()应用程序更简单实用，因为它既能处理提示，又能捕获应答。应用程序 Read()应用程序 专门设计用于 IVR 系统。其语法如下
Read(variable[,filename[&filename2...]][,maxdigits][,option][,attempts][,timeout])
参数说明见表 16-1。
| 论据 | 目的 |
|---|---|
variable | 存储呼叫者回复的变量。最佳做法是为 IVR 中的每个变量取一个与该变量相关提示相似的名称。如果以后出于业务原因或使用方便，需要对 IVR 的步骤重新排序，这将有所帮助。将变量命名为var1 、var2 等，在短期内似乎很容易，但在以后的生命周期中会增加修复错误的难度。 |
prompt | 为呼叫方播放的文件（或文件列表，用&字符连接），要求输入。切记省略每个文件名末尾的格式扩展名。 |
maxdigits | 允许输入的最大字符数。如果是 "是"/"否 "和多选题，最好将该值限制在1 。如果输入长度较长，呼叫者可以按 # 键终止输入。 |
options |
|
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I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.