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true ivr integration


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what I want,

TO be configured in Axon as well IVM..

 

1. When Customer C1 (is overdue) , takes his phone and dials any number (external number/extension), I want that call to go to an extension 555 , which is linked to the IVM.

 

2. C1 hears a message from 555-IVM (that he is overdue and make payment within 5 days, blah, blah.....)

 

3. After message , that call should automatically go through , with the dialed number. for example if C1 dialed , 13212694089 , first it should go to 555 (hear messages) and after that it should automatically dial 13212694089 for him.

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Currently, there is no built-in billing system for Axon, so if you are willing to manually control a user's overdue status then here is my idea:

 

- 1 -

1) Create a new dialling plan in Axon

2) Create a dialling rule in the plan that says if the number starts with 0, remove 50 digits (all), and prepend 555 and dial on line [Extension]

3) Do the same (create a new rule) for digits 1-9, * and #

 

When someone's account is overdue, switch their dialling plan to the this one and all calls that they make will be re-directed to IVM's 555 extension.

 

- 2 -

It should be easy to set-up an OGM in IVM and have it play the overdue message. (When creating a new telephony device (SIP account in IVM) in the last tab of the line properties it will let you override the default OGM with another one of your choice for that line.

 

- 3 -

Now here's the problem, I can't see any way of transferring the number that was dialed on to IVM if you use this way (and at the moment I can't think of another way to solve this problem). So you would have to have an OGM for the customer to enter the number they wish to dial again, and then transfer them).

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Currently, there is no built-in billing system for Axon, so if you are willing to manually control a user's overdue status then here is my idea:

 

- 1 -

1) Create a new dialling plan in Axon

2) Create a dialling rule in the plan that says if the number starts with 0, remove 50 digits (all), and prepend 555 and dial on line [Extension]

3) Do the same (create a new rule) for digits 1-9, * and #

 

When someone's account is overdue, switch their dialling plan to the this one and all calls that they make will be re-directed to IVM's 555 extension.

 

- 2 -

It should be easy to set-up an OGM in IVM and have it play the overdue message. (When creating a new telephony device (SIP account in IVM) in the last tab of the line properties it will let you override the default OGM with another one of your choice for that line.

 

- 3 -

Now here's the problem, I can't see any way of transferring the number that was dialed on to IVM if you use this way (and at the moment I can't think of another way to solve this problem). So you would have to have an OGM for the customer to enter the number they wish to dial again, and then transfer them).

 

The First two is perfect, but the third one I do not want to have my customer redial again in the OGM, can you think about any other alternates here.

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I've been thinking about this a bit now.. and can only come up with one plausible solution.. and even then it is a work in progress, in fact I'm not even sure it would theoretically work because I'm inclined to think Axon would only log the actual number that was forwarded on to the External Line and not the dialed number. But assuming it did log the dialed number as well... When IVM answers on the 555 extension, it should execute a plug-in program (which you will need to get someone to develop for you) that will parse the current Axon log file and identify what the last dialed number is and then send it back to IVM as a variable which can be used to transfer the call at a later time.

 

But now as I think about it more, I'm inclined to think that Axon won't log the dialed number, and this will be another failed attempt at a theoretical solution for this problem. But... there is still some (little) hope (read below).

 

The other way (which could theoretically work, and is the only way I can see it working at this point) is to develop a completely separate application that acts like a very simple VoIP PBX (keep in mind this is no easy task).

My logic is this: Have the 'overdue' dialling plan that will simply send all calls (without altering the number) to an External line called overdue for example. The external line 'overdue' will essentially be an SIP account you set-up with your custom basic PBX program. The only actual job that program will have is to transfer any calls that are made to it (through the overdue line) to IVM's 555 extension and set the caller id for that call as the number that was dialed to reach the program. As a result, incoming calls on IVM's 555 extension will have the CID of the number the customer was trying to dial and then you can simply use %cid% to transfer the call after the overdue message to the appropriate destination. It is complicated, will take time to develop, but theoretically is a plausible solution.

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  • 4 weeks later...

If I understand correctly, I think this should work. When user dials a number-- set the dail plan to send to ext 555 (all calls) 555 is IVR. set the IVR to run an external program ( I use Visual basic) send the %cid% variable to the external program and the program does a lookup and returns if the account is overdue. The return variable is then the name of an outgoing message ie. if %overdue%=message_yes or %overdue% = Message_no. then send to OGM %overdue% if yes plays a message and then tranfers the call number or plays ogm message_no (zero length message and transfer to called number. I have external programs running and it is pretty easy.

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