Howto:Call Me Back

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Applies To

This information applies to

  • This information applies to

innovaphone PBX V7


More Information

Some People like to be called back instead of calling. The reasons could be different, but usually it has to do with money. For example in some countries it is much more convenient call a mobile phone from a fix phone than call from the mobile phone to the fix phone. This phenomenon is knows as “asymmetric calling costs”, and could be especially expensive if the mobile phone is in a foreign country. Other customer would like to have a toll free number; witch is technically no problem but such a line is expensive again and they would prefer to have “something like that” on a normal trunk line.

So basically they want an interface where a caller can signal that he like to be called. Similar like a “please call me back” button on a Webpage but using just a phone.

Similar solutions up to now used external hardware and software (PC). Here we show you an onboard solution running on the CF in XML. The difference between the classic call-back solution and ours is that with the PC solution it is the PC to call back and then he transfer the call to the internal extension or allows the external caller to dial in the PBX using DTMF tones. On the other hand the “automatic” solution of the PC has the disadvantage that the internal user can not select the moment of the call back but is forced by the machine and the caller.

The XML solution however sends instant messaging information to a PBX-user and then the PBX-user will call back. Similar to a web-based “please call me back”- solution.

Here is how the onboard innovaphone version works:


Problem Details

The external caller calls a number with DID or is automatically forwarded and reaches a XML. The behavior on this point depends on the configuration. If a default user is defined the external caller hears a notification tone and the call is released. The default user will be informed immediately with an instant message on the phone and can call back just lifting the receiver. This is the configuration for those customers which want give a simple interface to the caller. Instead of a notification tone of course it is possible to play any message, for example “thank you for calling us, we will call you back as soon as possible” or something similar.

Some Carriers not only starts charging on answer but calculate also a fix fee for answering. So a call becomes expensive even if the call is very short like in this case. Therefore it is possible configure the XML in a “no answer” mode. The XML will not answer the call (and therefore no notification sound) but drop the call and advice the default user. Of course a caller has to be informed before because you call a number and just hear busy.

The second operational mode is without default user. A caller hears a “beep” and can now select which extension should be advised. If a valid extension is selected a notification tone is played, after that the PBX release automatically. The internal extension will immediately receive an instant message on the phone showing the number of the caller. To call the external number just lift the receiver. If the extension is busy or not on the desk the message will be displayed and can be retrieved in the incoming call list. Also in this case the caller is called automatically when the user selects the item.

Please note that also this “beep” can be replaced with a message, for example “please dial 25 for support or 40 for sales” or similar.

System Requirements

This feature requires an innovaphone PBX software V7 and terminals with V7.

Installation

Just copy the contents of package provided in the download section in a directory of the CF. The name of the “beep” file is “beep.gxx”, the name of the notification file “reminder.gxx”. Just replace all those files with any message if necessary. Please note that a call to the XML will be released after 10 seconds if the caller inserts no digits.

Configuration

Create a VM object witch point to the XML. This VM object of course will have a number, calling the object the feature starts. Point with a route on the object or allow direct access with DID. Using Filter and routing you can also build white and black list. In the directory you will found an empty text file called “default.txt”. If this file is leaved empty, the XML allows to digit an extension as target of the message, if in this file is an extension the IM will be forwarded automatically to this destination. So if you want a fix message destination open the file “default.txt” with the text editor and write the extension number in. If you want the “no answer” mode just delete or rename the file “reminder.g711a”. No connect is done.

Known Problems

No dect, no 3trd party fixed phones, no analogue sets are able to receive instant messaging.

There are a huge amount of other possible setups (for example transfer to default user in case of invalid extension or timeout) which can be easily done doing slight modifications to the XML. Feel free to try or inform us.


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