InGroups Call Handling Method that prompts for vendor_id
Posted: Tue Dec 22, 2009 9:21 am
User the callerid for identifying clients is not very reliable. A client has asked for a solution where the callers can be asked for an ID Number using an IVR, before the calls are passed to an InGroup. The ID Number could be used to search the user in vicidial lists, and when a Webform is used the external applications can use the ID Number to retrieve the information for the calling user.
The IVR can map the number entered by the calling user to the vendor_lead_code field of lead and this field can be used for searching the user in vicidial lists or in webforms.
I have developed a small patch to agi-VDAD_ALL_inbound.agi that implements two new Call Handle Methods similar to CID and ANI. Both methods implement the variants to search leads in All the System (LOOKUP), One List (LOOKUPRL) and Campaign Lists (LOOKUPRC), so a total of 8 new Call Handle Methods are available.
VIDPROMPT / VIDPROMPTLOOKUP / VIDPROMPTLOOKUPRL, VIDPROMPTLOOKUPRC
VIDPROMPT methods prompt the user for ID Number using an IVR before routing the call to the InGroup.
VID, VIDLOOKUP, VIDLOOKUPRL, VIDLOOKUPRC
VID methods do NOT prompt the user for ID Number. The ID Number must be passed to the AGI script as the 12th parameter. The VID methods are for interfacing with external IVRs. The methods are developed specifically for the following scenario: One can develop external IVR applications which prompt the caller for ID Number and possibly a secret to query external databases for authentication and routing information. The external IVR can determine to which InGroup the call must be routed based on ID Number. The InGroup and the ID Number can be passed to AGI script as parameters.
You can check the following issue in Mantis for the patch:
http://www.vicidial.org/VICIDIALmantis/view.php?id=269
I would be glad to have comments on the patch and I would like to propose it for inclusion in 2.2.
The IVR can map the number entered by the calling user to the vendor_lead_code field of lead and this field can be used for searching the user in vicidial lists or in webforms.
I have developed a small patch to agi-VDAD_ALL_inbound.agi that implements two new Call Handle Methods similar to CID and ANI. Both methods implement the variants to search leads in All the System (LOOKUP), One List (LOOKUPRL) and Campaign Lists (LOOKUPRC), so a total of 8 new Call Handle Methods are available.
VIDPROMPT / VIDPROMPTLOOKUP / VIDPROMPTLOOKUPRL, VIDPROMPTLOOKUPRC
VIDPROMPT methods prompt the user for ID Number using an IVR before routing the call to the InGroup.
VID, VIDLOOKUP, VIDLOOKUPRL, VIDLOOKUPRC
VID methods do NOT prompt the user for ID Number. The ID Number must be passed to the AGI script as the 12th parameter. The VID methods are for interfacing with external IVRs. The methods are developed specifically for the following scenario: One can develop external IVR applications which prompt the caller for ID Number and possibly a secret to query external databases for authentication and routing information. The external IVR can determine to which InGroup the call must be routed based on ID Number. The InGroup and the ID Number can be passed to AGI script as parameters.
You can check the following issue in Mantis for the patch:
http://www.vicidial.org/VICIDIALmantis/view.php?id=269
I would be glad to have comments on the patch and I would like to propose it for inclusion in 2.2.