Call Pilot/Symposium 4

[greenwave2]

wanted to know the best solution to go about collecting digits(user id/social,ect...) for call by call reports using symposium and call pilot.

 

[pbxn]

Are you talking about using something like an IVR scrub to pull the data from customers?

 

[greenwave2]

yes

 

[greenwave2]

i'm sorry no. we don't have ivr. I want to collect digits using only symposium and call pilot right now. I just want to run a test to see how i could collect them.

 

[janeenaj]

you'll have to configure access ports on the cp and implement the sccs/cp integration. you'll have to create your scripts to collect and store the digit and run a lookup on the stored digit and process it accordingly.

depending on how large of db plan on using for this, you'll either have to provide an external db to perform a lookup usinng HDX or create a lookup table within the scripting.

its not something that can be implemented on the fly, this requires some planning.

 

[greenwave2]

we don't have hdx, so how would i go about collecting digits.

 

[mklein76]

From what I've read about it, in your scripting you have something like this:

open voice session
play prompt voice segment agents_busy_vs
collect 1 digits into menu_choice_cv
end voice session

so, what you would do is record the voice segment in app builder, name it...build the variable for that voice segment with the same name in symposium. Let's say you ask your customers to press 1 to leave a message, you would create a menu in app builder and map option one to go to the voicemail box determined. Then you build the variable in symposium and name it the same as in app builder.

I'm still sort of researching this myself so if someone could layout all the procedures from what needs to be done on the switch, in app builder, in symposium, in call pilot in terms of SDN's and separating out those access ports....that would be great.

Matt
Forex Capital Markets
CS 1000E VoIP/Symposium Admin

 

[yyrkroon]

You collect digits using OPEN/END VOICE SESSION command.
Below is a very simplified sample...


OPEN VOICE SESSION
PLAY PROMPT
VOICE SEGMENT enter_your_pin
COLLECT 4 DIGITS INTO pin_vari
END VOICE SESSION


WHERE pin_var EQUALS
VALUE 1234: DISCONNECT
and so on and on and on....


The above sample is collecting 4 digits and placing the digits collected from the caller into the variable "pin_vari" Once you have the data, you have to "parse" the collected data and treat it however your business unit dictates.

But as janeenaj said above, a lot of preperation is require to get to this point. Mainly, the CP ACCESS ports and the CP must be at least 2.x.

 

[greenwave2]

if someone could layout all the procedures from what needs to be done on the switch, in app builder, in symposium, in call pilot in terms of SDN's and separating out those access ports....that would be great.

 

[DancingDave]

We had exactly the same requirement about eighteen months ago. Use a PIN to only allow verified users access to a technical helpline (2500 users, each with a unique six digit PIN).

We could have done it with HDX, but it was the cost of integration, maintenance of the kit etc. etc.

Our telco was able to perform the PIN look up, play messages, email usage reports for us. We own the update of the data (PIN, valid (y/n)), which is automatic, debugs errors and send email alerts when an update doesn't happen.

If you are talking about a lot of PINs or other numbers, it's well worth considering something like this as it will slow down Symposium if it is doing the look ups itself.

 

[Supernn]

Can you give us your Symposium and CallPilot release?
This makes it easier to help you.

 

[greenwave2]

Symposium is 5.0
Callpilot is 2.02

 

[Supernn]

I'm familiar with 4.0 only, but I hope 2.02 isn't that different....

In the AppBuilder it is sufficient to have an application with voice segments only, as you are only using it for the announcement, not for the routing (done in Symposium).

There should be 1 dedicated ACD which is know in the SDN table within CP as "Symposium Voice Services"
Within Symposium you should modify the Global IVR Settings, so it refers to this ACD.
All the Access ports are linked to this ACD queue.

Within CP AppBuilder you have an application, say "IVR" in which you insert an IVR message stating" Please insert PIN" as ID 1.

Do the same for the announcements for PIN_CORRECT and PIN_INCORRECT, say ID 2 & 3

Within Symposium you create a global script variable, Name e.g. "IVR_PIN_Collect", attribute type "Voice Segment; Language = English; Value "IVR:1"
Do the same for the other 2.

You also should create a Call script variable for collecting the data: Name e.g. "CV_PIN_COLLECT", attribute type "DN", class: "Item"; value e.g "1234"

Within your test script you create a section with the following example:
SECTION PIN_IVR
ASSIGN CV_PIN_COLLECT 9999 /* Default option when time out*/
OPEN VOICE SESSION
PLAY PROMPT VOICE SEGMENT IVR_PIN_Collect
COLLECT 4 DIGITS INTO CV_PIN_COLLECT /*Assume pin = 4 dgt*/
INTER DIGIT TIMER 5 /*Time out for no response*/
END VOICE SESSION

/*Filter Correct Pincode*/
IF CV_PIN_COLLECT = 7589..7592 THEN
OPEN VOICE SESSION
PLAY PROMPT VOICE SEGMENT PIN_CORRECT
END VOICE SESSION
ELSE
OPEN VOICE SESSION
PLAY PROMPT VOICE SEGMENT PIN_INCORRECT
END VOICE SESSION
EXECUTE PIN_IVR /*Loopback if incorrect pin*/
END IF

Hope this helps a bit.
Supernn