Howto:Additional call-ID information
Some customer has already a Call-ID (a “number”, could be for example a 2 digit ID or a longer customer number or similar) and the called operator (“agent” in case of a call center) should be able to view that number at the phone even before answering, so he can prepare himself. The caller in this scenario should hear first a text like "You're the last in line, please type in your Call ID....." and then be able to type in his ID; if he put no ID in after a short timeout the call should be proceeded as usual. No problem, here is how.
Applies To
This information applies to
Version 9
More Information
The called IP-Phone will see in the display the number of the caller and, if the caller typed in an ID, a hash followed by the ID itself.
Example: The caller has the number 0456701943
Case 1: the caller type in “1234#” as ID, result on Agent-Display: 0456701943#1234
Case 2: the caller type in “#”, no ID, result on Agent-Display: 0456701943#
Case 3: the caller type in nothing, result on Agent-Display: 0456701943
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.
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" />.
Done.
Known Problems
Download
- http://download.innovaphone.com/ice/wiki-src#callid - download the complete file package of scripts and files described in this article.
Related Articles
Howto:Universal_Track_Recording_Tool