Terminal Server Screen Pops

[photon33]

Hi guys any help or advice welcomed,
I am trying to implement an IVR type vmpro system that interacts with a server database.
The caller would be asked to input their 10 digit phone number, the query would check the database for match & locale and transfer to appropriate ACD group.
The agents all log into a Windows 2003 terminal server environment as majority of users use dumb terminals and the terminal server provides client database access and desktop.
The database application is not TAPI compliant but with support from the authors they say they can make it so.
I am comfortable with the setup but the terminal server aspect scares me a bit.
Will the server be able to pass information and screen pop to the client for all of the different users?

 

[spridge]

Have several clients on Version 2.1 running Phone Manager Pro & Softconsole on Terminal Server / Citrix Terminals

Do not expect any problems with Version 3 when we upgrade a clent in a couple of weeks

 

[photon33]

Thanks for the reply

The caller dials an account number into vm, the call is transferred to an available agent and the application should screen pop the callers records.

How exactly does the account number get passed from vm to the phone manager or Tapi, and how would I get Phone manager to pop the relevant record?

 

[Morrack]

Use an assisted transfer with the relevant variable in the source field.

Peter

 

[photon33]

So the caller inputs account number 123456
There would be some sort of database check here to see what group the call should route to I.E. commercial or residential ACD group, then an assisted transfer to the hunt group with a $KEY variable(or something similar) in source field.
This would show in PMPRO & under the custom pop field I could use a batch file or script to automate the service form popping up the correct account information?

Extprogram<calling_party><called_party><taginfo><account_code><display>

I would have to parse this information for the <display> field
which I hope would be the account number.

Is this correct? Please help an IVR noob.

 

[hohumIPO]

assisted transfer - WARNING - Make sure you have sufficient VMPRO ports as these seize a port while the assisted transfer is active which can lead to engaged signal to callers if you do not have sufficient ports

 

[crashtest1000]

I think you need to us the VM Pro DDB intergration take a look at the Engineers tool kit.
From the Tool Kit

Voicemail Pro call flows can interact, read and write data, with almost any Windows database that supports ODBC (Open Database Connectivity) and SQL (Structured Query Language) format.

Requirements for Voicemail Pro Database Operation
To use the Database actions within Voicemail Pro, a VM Pro Database Interface must be added to the IP Office configuration.

This document contains an example on the use of a database within a call flow together with detailed information how the database is accessed. The call flow used in the exercise is an example only and not intended to reflect a real-life customer operation.

The call flow example used in this document is available on the IP Office Engineers Toolkit. This can be imported into your Voicemail Pro if required (Note: Importing a call flow database will overwrite any existing call flow).

 

[photon33]

I have looked through that document, but their example has no interaction with a live agent in a bank type environment.

I am wondering exactly where the account code information
entered by the caller would appear once transferred to my agent and how I can use it to pop the account info screen.

Would an assisted transfer pass the account information in the <display> portion of the call using the Pop External Program format of:
Extprogram<calling_party><called_party><taginfo><account_code><display>

Would this passed along account information appear in a text file of some sort in the Phone Manager directory?

 

[Morrack]

You would want to experiment with that one a bit. I suspect it might come through in the <taginfo> segment if you put it in the Source field of the assisted transfer.

Peter