MYRIAD API – a more flexible solution

MYRIAD API is the way forward for resellers who want to provide inbound telephony services that truly stand out. It’s packed with feature rich functionality that allows you to create custom-built solutions, and offers proven reliability and complete scalability.

It gives you the scope to integrate existing call management portals directly into the Kcom network. Once your existing portal is integrated, it can be tailored to suit individual customer requirements and all changes will occur in real time.

But what, exactly, can Myriad API deliver for you?

Whether you are a switchless reseller or a switched operator, Myriad API delivers the same end result. The only difference is, if you already have existing portals, there will be less investment in additional development.

You can use Myriad API to shape your own unique service; adding value to your existing propositions and linking to other applications such as billing and customer service tools. You can easily mix and match services, creating something unique to stand out from your competition.

By offering API access into Kcom’s core IVR/call management platform, Myriad API offers all the benefits of traditional resale, plus the freedom to be flexible, providing an effective and efficient service to your customers.

You can enjoy a full ‘toolbox’ of services – it’s up to you what you offer end users – you can create unique propositions, and bandwidth is literally limitless. Kcom will essentially give you the key to its network, and the freedom to make the most of it.

Kcom’s goal, through Myriad API is to empower you, as a reseller, to create your own future roadmap, without significant hardware investments - to give you the independence and control to grow your business. 

CLI Zone:

• Allows the implementation of CLI / geographic based routing
• Unlimited number of zones can be created
• Unlimited number of National Number Groups can be added to each zone
• Full or partial CLI can be added to each zone
• A caller’s CLI is matched against a zone with the most matching digits
• A default zone can be created to handle callers not matched against any other zone
• A zone can be created to capture the caller’s area code via DTMF entry. The captured area code is then used to match against another zone
• Custom audio for the DTMF capture can be uploaded

Time Zone:

• Allows the implementation of time based routing
• Unlimited number of time zones can be created
• Allows time of day and day of week call routing
• Special / closed dates can be created for each time zone
• Adding a voicemail module to a time zone allows calls to be routed to voice mail when the time zone is “closed”
• A time zone can be configured to route calls to an IVR menu or a target number module
• Custom audio can be uploaded to each time zone

IVR Menu:

• Allows the implementation of multi-tiered IVR systems
• Unlimited number of IVR menu levels can be created
• Each menu can have up to 12 configured options
• An IVR menu option can be configured to route to a sub IVR Menu
• Each IVR menu can have a default menu option which is automatically selected if there is no response from the caller
• Script logging can be enabled to allow the creation of real-time statistic showing the IVR menu options selected by callers
• Custom audio can be uploaded to each IVR menu and menu option

Target Number(s):

• Target numbers are created to notify Myriad where to deliver the calls
• Unlimited number of target numbers can be added to create call hunt groups
• A queue module can be added to a target number to allow calls to be queued
• Busy / ring tone no reply can be handled by adding a voicemail module
• Target number groups can be created with the following group types:
• Round robin
• Single target from group, if busy / ring tone no reply then Myriad will use the next target (not in Group) or voicemail
• All targets from group, if Busy / ring tone no reply then Myriad will use the next target (not in Group) or voicemail
• Multi-outdial with up to 7 target numbers can be created
• The following functions can be enabled on individual target numbers:
• Call Recording. (Audio files can be delivered via email, FTP or via the API)
• Call Whisper
• Mid-Call Divert (Allows the creation of 3 digit speed dials)
• Display dialled number as caller’s Calling Line Identity
• Custom introduction and audio whisper can be uploaded

Queue:

• Allows the implementation of call queuing
• A queue module can be added to any target number module
• 5 types of hold music
• 5 apology modes are available including queue position announcement
• Maximum connected calls and maximum queue size can be specified
• Calls can be handled by a voicemail module when calls cannot be queued
• Calls can be routed to an alternate target number if a fault occurs on the original target number
• Various custom audios can be uploaded

Voicemail:

• Voicemail modules can be created using the following types:
• Voice-to-email (Voicemail audio files are delivered to any number of email addresses)
• Voice only
• Deliver calls to a target number (External voicemail system)
• Play audio then disconnect
• IVR retrieval (Voicemail can be retrieved via the telephone using a generic IVR service)
• IVR retrieval and voice-to-email
• Unlimited number of email addresses can be specified for voice-to-email
• Custom voicemail greeting audio can be uploaded

Fax-to-Email:

• Ability to receive an incoming fax and deliver to an unlimited number of email addresses as an email attachment
• Attachment can be a .tiff or .pdf

Audio Conferencing:

• Allows the creation of a conference service
• Up to 8999 conference rooms can be created
• Up to a maximum of 50 callers per room
• 5 types of “first caller in the room music”
• Each room is set up with a 4 digit PIN which the caller must enter before entering the room
• Custom welcome audio can be uploaded

Outbound Call Recording:

• Allows an inbound number to have outbound call recording enabled
• Destination number is entered by the caller
• Can have PIN validation enabled
• Destination can be restricted to UK landline only, landline and mobile, or landline, mobile and international
• Call recording files can be delivered to an unlimited number of email addresses, downloaded using the API or sent to your FTP server

Real-time data:

• A comprehensive list of CDR data can be downloaded from the API in real-time
• Data can be used to drive your own real-time dashboards
• Allows you to design and develop your own data warehouse and reporting systems. Pseudo code is available to help you get started

• Offers a unique opportunity for you to build your own inbound call management service to suit your needs and those of your target customers
• Lets you integrate your existing call number management portals directly into the Kcom network
• Is tried, tested and proven – the only established solution on the market
• Gives you the credibility of Tier 1 capability – yet you’re as autonomous, flexible and adaptable as ever
• Lets you enjoy a ‘toolbox’ of services – it’s up to you what you offer your end users
• Enables you to differentiate your inbound call management service to create something unique so you can stand out in the marketplace
• Can increase the likelihood of retaining and adding new customers, and allows you to manage your inbound portfolio in one place – reducing the costs associated with an entirely hosted solution
• Links to your other applications such as billing and customer service tools
• Can be completely customised to meet the needs of both you and your customers – you’re in complete control