Howto:Additional call-ID information

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Some customer want add an additional digits to call, so tagging that call. Typically is a customer number or a ticket number, we call those additional digits in this document “Project Code”.

An external caller hear the message “Please type in you Call ID and confirm with Hash”, after dialing his code the call is transferred to a destination, typically a waiting queue but it could also be a single user. When the call is ringing on a phone the display shows the calling number and the project code.

The second option is adding a project code for outgoing calls. Typically are calls done for a customer, those calls should later on be summed up. A second XML allows to set first a project call and then calling an external number In both cases, incoming or outgoing call, the innovaphone reporting can be filtered to show a project code. Therefore a sum-up of all calls received and done for a specific project calls is possible.

Here is how.


Contents

Applies To

This information applies to

Version 9 or higher not tested; we tested this XML with Version 12.


More Information

Incomming calls

The called IP-Phone will see in the display the number of the caller and, if the caller typed in an project code.

Example: The caller has the number 0456701943

Case 1: the caller type in “1234#” as project code, result on Agent-Display: 0456701943#1234

Case 2: the caller type in “#”, no project ID, result on Agent-Display: 0456701943#

Case 3: the caller type in nothing, result on Agent-Display: 0456701943

Outgoing calls

After dialing the prefix for the feature the same audio message is played: “Please type in you Call ID and confirm with Hash”. After detecting the Hash a second audio file is played while the caller can start dialing the external number including the trunk access number (“0”). After confirming with Hash the far party will be called.

The second audio file is not in the setup package, if there is no audio file just silence is played. Feel free to use a “beep” or a dial-tone audio file to invite the dialing.

Reporting

In the reporting you will see the project code after the number like in the phone display of an incoming call. Also the outgoing calls will be displayed in the same way.

In the reporting one or more filter can be created to filter a project code. Remember that in the reporting the “%” stand for “wildcard”. If for example you want to display all project code “#1234” you create a filter where in the number field is in “%#1234”.

Audio Files

This free xml works in this way: when you call it you will hear an announcement. The default message in the package play “Please type in out call-id and conform with hash”.

The xml reproduce a file named “Track200.G711A”, this file can be replaced with any message you like. You can record this file directly with a phone-set, see related article.


If you prefer play the announcement before in a WQ just delete this file, in this case just silent is reproduced. If the caller digit a number and confirm with # the call is forwarded to a number (user or waiting Queue) stored in a text file named target.txt.

In any case after 5 seconds the call is forwarder to the number defined in target.txt, even if the caller enters no digit but type in hash or if the caller is doing nothing.

The xml can be called in theory whenever you like, one solution could be get all calls in a Waiting queue and if in this queue a caller digit a special code (for example “9”) you map this call to the xml, then he (and just he and not all the caller) will hear the message, can identify himself and then the call will be returned to the same WQ or to another one. But all that kind of setup is up to you and not issue of this article.

The file reproduced after the project code in outgoing calls is named “Track201.a”

Installation

Extract the files and copy them to a directory. Open a text editor and modify the file target.txt inserting the destination number. Now copy all the files in a directory on the compact flash. Eventually replace or delete the message file track200.g711. Open the browser and create a new VM Object (no license is required to do this), indicate in the Voicemail tab/Script url the xml (for example http://127.0.0.1/DRIVE/CF0/MyDirectory/CallID.xml).

If instead of a “#” you like a “*” or a number as a separator you have to edit the xml file itself. Just replace “#” in the line

<lib-strcat string="#" string2="$Teiln" out-string="$Teiln" />.

For outgoing call create a VM-object pointing on the xml “CallID_out.xml”.

Known Problems

If a caller dial a wrong project code he can terminate the call and call again, but there is no way to correct the wrong code.

If a caller did not insert a project code the operator has no way to insert it for him online or later. The only way to do that is manipulating the reporting database using external software.

Download

Related Articles

Howto:Universal_Track_Recording_Tool

Howto:Creating_fine_announcements_and_music_on_hold

Howto:General_information_for_compact_flash_cards

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