Capture Caller ID

I am looking for a product that can capture the caller ID of an incoming call, and pass it to my custom application for processing and information display on a call center PCs. The call center currently has an Avaya phone system installed… Can this be done with any of the Voicent products

The tool for caller ID is Voicent TelephonyCRM, which is used to capture caller ID and save call info automatically. It also allows caller ID notification to web site (through HTTP post) or to other programs (through invoking a program or script). However, the CRM tool is under major upgrade (in release 8.5) so it is not recommended to be used in production now.

Voicent IVR Studio can also capture caller ID info and notify database, website, or other programs. The difference is that IVR software must answer the incoming call in order to receive the caller ID info. This is normally the preferred way since most companies do have an IVR application, such as an auto attendant, to handle incoming calls first; calls are later routed to agents with more customer info.

It is relatively easy to save caller ID info, for example, to a relational database using Voicent IVR Studio. First design an incoming IVR application; then use a database action to perform a SQL update, using the system variable __VG__CALLER_NAME__ and __VG_CALLER_NUMBER__ in the SQL statement; once it is updated, transfer the call to an agent.

You can configure Voicent to use Avaya system. For more info, please see Configure Voicent to use a PBX system.

Posted in IVR Developer, IVR Usage |

Leave message without pressing a key

When using the Voicent software to call individuals, is it possible to have them leave a recorded message back to us without having someone there to hit the record button? If so how do we accomplish this?

Yes. However, you have to use Voicent IVR Studio to design a customized call message. The built-in message designer does not support this.

It is easy to create such a customized call message using IVR Studio.

  1. Open IVR Studio. From the start up page, select “create new app for broadcast by phone”
  2. Under Live answer element, add a Record element. Enter the necessary audio prompt etc.
  3. Save the app and deploy

Now open Voicent BroadcastByPhone software, select Broadcast > Select Message, and choose the newly designed IVR app.

Posted in IVR Usage, Outbound IVR |

Different IVR menus for different Phone Numbers. One Gateway

I want to run multiple VoiceXML applications on the same Voicent Gateway.
I want to be able to use DNIS to choose the application to run. Is that possible?

Yes, you will need Voicent IVR studio for this. It will not require multiple deployed vxml applications.
You simple setup the multiple SIPs (with accounted inbound numbers) in the Gateway. Then use IVR Studio to recognize which line the call is coming from.

To do this first setup multiple SIPs. For this example there will be 4 SIP IDs each utilizing 4 channels.
The setup should look similar to this:

In the Voicent Gateway the line numbers begin with zero. The Voicent Gateway will associate the first SIP ID as channels 0 – 3. The second SIP ID as 4 – 7, and so on.
In IVR Studio individual channels can be selected as entry conditions. For the first child of the root node make an empty prompt called Start. This is required because the root may have only one child. For the first child of the Start prompt, create a prompt element called PhoneNumber1. In this prompt set the entry condition to be defined as __VG__PHONE_LINENO == 0 .
Create a child element of PhoneNumber1 called Phone1Start. You can begin audible prompts in this element.

Next select Start and make the second child element be a GoTo element. Make the entry condition be __VG__PHONE_LINENO == 1. Make the GoTo element point to PhoneStart1. Now whenever channel two is called, it will jump to the first phone menu. Create 2 more GoTo elements that point channels 3 and 4 to the PhoneStart1 element.

Now repeat this method of adding 1 Prompt and 3 GoTos per SIP ID until your IVR call flow looks like this:

Direct call flows with caller id

4 line x 4 channel IVR system


Now use each Phone#Start prompt as the root of each different lines individual phone menu. Remember to pay close attention to the amount of SIP IDs and the amount of channels associated with each one.

Posted in IVR Developer, IVR General, IVR Usage, Outbound IVR, PBX, VOIP | Tagged , , ,