IVR Utilizing ANI

Posted on September 24, 2009 | By Voicent

We need a hardware and software product that will allow us to use a 4 port analog in bound that will capture the caller’s ANI id information (phone number). We need a script that will validate the customer account field and product field. We need a greeting, then client enters account number, keys in product number and quantity. We need this in a database.

This should be easy to implement using Voicent IVR Studio. The software is ANI aware and that information is available throughout your IVR application. There is also a built-in database action for interfacing with a relational database. If the validation logic is not that complicated, you maybe able to implement the whole IVR application without writing a single line of code. The whole IVR call flow can be implemented in the graphical user interface (GUI) of IVR Studio. To see how it works, and other sample applications, just download the software and give it a try.

Voicent software supports analog phone lines or VOIP. For analog phone lines, you have two choices:

1. Use a voice modem to connect to an analog phone line. The limitation is that voice modem only works on Windows XP and it is limited to the number of PCI slot available on your computer. One analoy line requres one modem, and each modem requres one PCI slot on your computer.

2. Use a VOIP compatible PBX system to connect to the 4 analog phone lines. Then configure Voicent software as a SIP softphone for the PBX extensions.

Or you can consider use VOIP directly without the analog phone line. For example, you can use Skype, which costs $3 per month per line. When VOIP is used directly, you do not need any telephony hardware to use Voicent software.

Posted in IVR Usage, PBX, VOIP |

Handling VoiceXML Exception

Posted on September 24, 2009 | By Voicent

When calls are made, I have a number that return with an “exception”, and I need some way to determine what the exception was, either in the IVRStudio application itself through a variable, in BroadcastByPhone, or something of the sort.

Any way to have the system return the reason for the exception so I can handle it in my code?

These exceptions are VoiceXML exceptions, and some of them are gateway specific. The get line status of the gateway tutorial has more info on the exceptions.

You could also check the exact exception thrown in the gateway log file: C:\Program Files\Voicent\Gateway\logs\output.log

When you use IVR Studio to handle the exception, select the element properties window, select System throws exception. If the exception is already listed in the drop down box, select it. Otherwise, simply type in the exception string in the box.

I’m using IVR studio for this and have already created the various paths based on the exceptions, however the I still want this passed back into Broadcastbyphone or available as a variable so I can record it either to the database log or via the export file.

As well, it seems some work and some do not… I have a path for telephone.linebusy, telephone.noanswer and “-ANY EXCEPTION” but the linebusy is never triggered despite hitting a busy signal on a few calls.

To pass back as a variable, you can set a variable once the exception is catched. Then you can use the variable in the rest of the call flow.

Some times the system may not be able to detect busy signals. Some phone companies uses different audio signal for the busy tone. To see what exact exception is thrown, check the log files.

Posted in IVR Developer, IVR Usage |

Replace Verizon Business IVR

Posted on September 24, 2009 | By Voicent

Hi, I’m looking to move away from Verizon Business IVR to a more flexible and responsive company. My needs are basic and as follows:

1. Inbound
2. Voice Prompt
3. NPA routing after Voice prompt entry
4. Online Real Time routing changes
5. Reporting of call data

Will have 9 voice prompts and 300 routing locations for each voice prompt; so 2,700 locations in all.

Other features or functionality would be nice but this is the required set of features. Please provide quote for setup, monthly fees, per minute fees etc. Thank you,

Yes, Voicent IVR Studio should be able to do all of the above and much more. In fact, Voicent IVR Studio is also a development/authoring environment to create any almost any IVR application you can think of, since it is capable of extending the basic IVR features by interfacing with websites, databases, and programs.

Voicent does not provide hosted solution, so you need to setup the IVR system on your site or on a regular web hosting company. The difference is actually not that much if you use VOIP as your phone serivce. The advantage of Voicent’s approach is that you can save a lot of money on your phone bills. For example, if you setup Voicent IVR using Skype, then all you need to pay is $3 per month per line. For Voicent software, you paid a one time licensing fee to acquire the software, and there is no monthly fee whatsoever after that.

You can download the IVR Studio software to give it a try. It is pretty easy to setup a basic inbound system. We also offer professional services if you need help to design and deploy your IVR applications.

Posted in IVR Usage |