Digit Manipulation possibilities

[fdh9466]

Currently using Ontira IVR, when customer dials main number and options through the IVR, he/she may option to speak with a rep (english or spanish) After selecting option, IVR dials to the Option 61 thru COT trunks that terminate on Universal Trunk Cards that connect to the que. The agent will connect to the customer and if they want to speak with a spanish speaking agent they transfer the call to a spanish speaking agent in same que. The COT trunks only have 1 number 214-xxx-xxxx with 24 terminals set up in a linear hunt pattern.

My question is this; is it possible for the IVR to send additional digits; 214-xxx-xxxx55, for the spanish que and just 214-xxx-xxxx for the english que, so that when it gets to the PBX it can utilize the DMI tables to route the call to the appropriate que?

I have worked with the DMI tables before and seem to be fairly easy to manage, but I need to know if it would be possible for the carrier or the IVR to transmit all of the digits.

The customer doesn't want to go to the carrier and ask for a change to the COT's and does not want to add additional lines for the Spanish Que. Any response would be helpful.

Thanks for your time,

David

 

[jamie2]

If I read your post correctly, you will need to contact the carrier. The problem is you are reading their Caller ID and you said they send the same for the English and Spanish, so DGT manipulation in Ld 86 wouldn't help. You would have to setup two different Linear hunt groups with a unique telephone number so the IVR would call into that particular hunt group.

 

[johnpoole]

very strange set up if i read it correctly.. i dial a number.. hit your ivr (any brand) and that sends calls back to the provider and it hits my switch as a cot? then what is the ivr doing? no matter what i press it dials the same lead 7 digit number.. for english press 1, for spanish press 1, to pay a bill press 1, to place an order press one? stick with the 1 if the ivr is always dialing the same number..

john poole
bellsouth business
columbia,sc

 

[fdh9466]

The customer wants to have 2 different ques, English and Spanish and has the IVR programmed in that manner, the COT's are the problem. The 25 COT's set up in a linear hunt pattern have the same number. Thus the question, if the IVR could send extra digits could I use DMI to strip the additional digits and ship it over to the appropriate que? Have you ever heard of doing such a thing? The IT Telecom manager doesn't have it "in the budget" to change this with the carrier, thus the "band-aid" I'm attempting to accomplish. Johnpoole, this IVR is being utilized to it's fullest with other tasks. I believe the customer has taken it one step further in attempting to get the most out of it and money has become a factor at this time.

Thank you all for your responses!

 

[johnpoole]

you can't use dgt except for outbound... inbound use idc.. that may help your problem

john poole
bellsouth business
columbia,sc

 

[fdh9466]

Thanks John! I will look into building a IDC for this! I'll be looking through the forums for additional setup but here's what I'm thinking:

Build IDC entry that strips the last 1, 2... digits that come from the IVR and pump the call to the appropriate que.

Adjust route to look at idc entry

Build Spanish que

TEST

What do you think john?

Many thanks!

 

[EddieDuece]

If the comes into the IVR, why not build the logic in the IVR? 214-xxx-xxxx being the main number into the IVR, and the first thing you hear is press 1 for English which routes to say a CDN or ACD of 5554, or press 2 for Spanish which routes to CDN or ACD 5555? Then again, maybe I am not reading your post correctly....

 

[EddieDuece]

Scratch my previous post....read this a little more carefully. When the caller leaves the IVR to speak to an agent, they transfer out on the COT (really should be set up with a lineside T1, much more efficient), which routes the caller to an ACD in the opt.61. Shave that ACD NCFW to mail, where the caller will get the 2 options, 1 for English, 2 for Spanish. This should accomplish what you need. A little messy though. I would look into a lineside T1. Then you could free up the COT's.

 

[hawks]

john can he use the IDC tables with his trunks set the way they are?

 

[fdh9466]

REQ: prt
TYPE: rdb
CUST 0
ROUT 20

TYPE RDB
CUST 00
ROUT 20
DES PARATRANSIT
TKTP COT
NPID_TBL_NUM 0
PRIV NO
SAT NO
RCLS EXT
DTRK NO
ISDN NO
PTYP ACO
AUTO YES
ICOG IAO
RANX NO
SRCH RRB
TRMB YES
STEP
ACOD 7520
CPP NO
TARG 01
CLEN 1
BILN NO
OABS
TIMR ICF 384
OGF 384
EOD 4096
DSI 34944
NRD 10112
DDL 70
ODT 4096
RGV 640
FLH 510
GRD 896
SFB 3
CRD 0
TFD 0
LEXT 100
SST 3 0
NEDC ETH
FEDC ETH
CPDC NO
SPCT IMM
HOLD 02 02 40
SEIZ 02 02
RGFL 02 02
RVSD 08 31
ILLR 02 02
DRNG NO
CDR YES
INC YES
LAST NO
QREC NO
OAL YES
AIA NO
OAN NO
OPD NO
NATL YES
MUS YES
MRT 7
MANO NO
EQAR NO
FRL 0 0
FRL 1 0
FRL 2 0
FRL 3 0
FRL 4 0
FRL 5 0
FRL 6 0
FRL 7 0
OHQ NO
OHQT 00
TTBL 0
ATAN NO
OHTD NO
PLEV 2
MCTS NO
ALRM NO
ART 0
SGRP 0
AACR NO


Here is a copy of the route, no IDC though...scratch, scratch...any suggestions?