Hi all,
This is my first post, and I am somewhat new to the Aspect world.
Here's the deal: I have been tasked to replace an existing DTMF IVR developed in the Aspect CSS/eArchitect, with a speech recognition IVR written using Microsoft .NET (completely outisde of the Aspect development environment). My IVR will reside on a separate server, connected "behind the switch" via lineside T1 interfaces.
My question is, if my IVR has to transfer the caller to an agent, my only option is to perform a blind-transfer back to the Aspect ACD. Knowing this, are there any existing (Aspect) API calls that I can use to pass the information that I gathered in the speechrec IVR and use it to populate screen-pop information for the Aspect to use? I would like to reuse the existing routing/screen-pop routines on the Aspect, using the data that I collected outside of the Aspect environment. If there's no API calls, is there access to a native database where I can attach information (like an account number) to the call record (again for use by the Aspect screen-pop routines)? Kind of like you would do use Intel NetMerge's CIM database to attach information to each unique call record.
Finally, in the absence of any application/database connectivity, does anyone know if I supply extra digits in my dial string during the transfer (these extra digits would be the account number), will those digits be automatically truncated (lost) in the transfer, or is it possible for these extra DTMF tones to be collected somehow and then used for screen pops using a modfied Aspect eFlow?
Thanks for any/all comments.
Mark
This is my first post, and I am somewhat new to the Aspect world.
Here's the deal: I have been tasked to replace an existing DTMF IVR developed in the Aspect CSS/eArchitect, with a speech recognition IVR written using Microsoft .NET (completely outisde of the Aspect development environment). My IVR will reside on a separate server, connected "behind the switch" via lineside T1 interfaces.
My question is, if my IVR has to transfer the caller to an agent, my only option is to perform a blind-transfer back to the Aspect ACD. Knowing this, are there any existing (Aspect) API calls that I can use to pass the information that I gathered in the speechrec IVR and use it to populate screen-pop information for the Aspect to use? I would like to reuse the existing routing/screen-pop routines on the Aspect, using the data that I collected outside of the Aspect environment. If there's no API calls, is there access to a native database where I can attach information (like an account number) to the call record (again for use by the Aspect screen-pop routines)? Kind of like you would do use Intel NetMerge's CIM database to attach information to each unique call record.
Finally, in the absence of any application/database connectivity, does anyone know if I supply extra digits in my dial string during the transfer (these extra digits would be the account number), will those digits be automatically truncated (lost) in the transfer, or is it possible for these extra DTMF tones to be collected somehow and then used for screen pops using a modfied Aspect eFlow?
Thanks for any/all comments.
Mark