Call extensions

Posted on February 23, 2010 | By Voicent

I need to call phone number with extension. I saw in knowledge base that I can add ,,,, to add pause. For example to get to extension 366, I can do 1-800-456-5678,,,,,366. I tried yesterday with skype, but does not work. Skype says 1-800-456-5678366 is not a valid number. Somehow voicnt is not adding pause for ,,,,. Can you suggest a way to get this working?

The comma will only work for analog phone line with modems. For VOIP service, such as Skype or SIP based, the comma won’t work. The reason is that the way a call is connected using analog phone line is completely different from using VOIP. However, you should still be able to dial extensions. The answer is described in the previous article about call hotel room with extensions.

Posted in Outbound IVR, VOIP |

Call hotel’s PBX system

Posted on February 22, 2010 | By Voicent

I have your 4 line broadcast software. I would like to call hotel rooms through their pbx. Can this be configured so that when the main pbx answers the software creates a delay to wait for the hotel message and then dials a room extension to deliver the message after the room answers? Your info database mentions the use of commas to create a delay. I tried using commas in the phone number field but the system rejects them as unauthorized.

The best tool to use is to design your calling message using Voicent IVR Studio.

You may need to download and learn IVR Studio before understanding what we are talking about in the next paragraph.

When the call is answered by the hotel’s PBX system, you can set the delay by playing a silent audio file. After that, send the extension as “DTMF tones”. The way to do that is to put the extensions in a BBP column, then use the column variable in IVR Studio. Create a prompt using the extension column variable, set the prompt type to be “DTMF tones”. Once set, the system will send the extension tones as if someone presses the extension number from the dialpad.

The difficult thing is to know when the room answers. Actually the system will not know. So the best is to assume some delay, and play the message repeatedly. Ask the room to press a key if you need some confirmation.

You guys are GREAT! I actually have the IVR already, so I get the idea. What if, after I prompt the DTMF room number I delivered a repeated message like “Please press 1 for important information” which, by pressing, would then prompt to the actual message?

Good idea. With IVR Studio, you can design almost any phone interaction you desire. In this case, use the goto element to do the repeat message. And add a prompt node to play your message after 1 is pressed.

how would I terminate the call?

If the call is answered and callee pressed 1, then the system will play your message and disconnect. But you do need to deal with calling a room that no one answers. The best way to break the loop is to count how many times the repeated message is played. You can set a maximum of 5 times to stop the call. All these can be easily specifed in IVR Studio.

Posted in IVR Usage, Outbound IVR |

Restaurant order confirmation IVR system

Posted on February 22, 2010 | By Voicent

I run a company that takes orders through a website for restaurants, and need to be able to make automated calls to the restaurants to ensure they have received the orders, read the orders if they have not, and get feedback from them with regards to how long it will take for delivery, whether they can fill the order or not etc.

I’ve been playing with Voicent for a while now and it looks like it will do the job. I’ve been working through the JSP but am beginning to wonder if the IVR system might be easier to use to develop this. If I used the IVR in conjunction with Broadcastbyphone will that be able to do the job? If so, from my main application how would you queue a call with the necessary variables to provide to the IVR? Also, what would it cost assuming we would need up to 8 lines simultaneously?

Yes, the IVR Studio will definitely be easier to develop your application. The reason is that you can use IVR Studio to define your IVR application in a intuitive graphical environment. Compared with a collection of VXML files, the graphical call flow is much easier to understand, to define, and to update. All the necessary extension methods, such as accessing and updating a relational database, sending emails, posting to a web site, launching an external program, and executing a Java method, are all built in.

Voicent IVR Studio is fully integrated with Broadcast By Phone autodialer. Specifically, the value of a column for a particular call is passed to the IVR application as a variable automatically.

If you need to make 8 simultaneous calls, you need a 8-Line BroadcastByPhone (professional or enterprise edition) and a 8-line IVR Studio (professional edition). All pricing info are available online at Voicent online store.

you have a knowledgebase, but no way I can find to post to it?

The knowledge base was open initially, but we got a huge amound of spam. So we decided to do the posting internally. This also reduces duplicate postings.

Posted in IVR Developer, Outbound IVR |