hi,
I am using OD 7.0, I have to transfer the call to a 3rd party IVR application with caller information. I'm using blind transfer, bridge transfer with dtmf tone using the same way as the INBandTonePulse example application, but I cannot get it to work.

Any help would be greatly appreciated.

Thanks,


Van

Which part doesn't work? Can you be more specific?

the dtmf tone, when it's transferred the data that I sent with using dtmf didn't pass. I can test the third party IVR from my mobile and send dtmf fine, but it didn't work in the Experience Portal.


Thanks,

Van

I don't understand what you mean by sending data using dtmf. If you are mimicking the sample app INBandTonePulse, what it does is chopping up the string into each individual character and produce vxml like this:

10:<audio src="http://localhost:8080/InBandTonePulse/data/dtmf/S.wav"/>
11:<audio src="http://localhost:8080/InBandTonePulse/data/dtmf/1.wav"/>
12:<audio src="http://localhost:8080/InBandTonePulse/data/dtmf/2.wav"/>
13:<audio src="http://localhost:8080/InBandTonePulse/data/dtmf/3.wav"/>
14:<audio src="http://localhost:8080/InBandTonePulse/data/dtmf/4.wav"/>
15:<audio src="http://localhost:8080/InBandTonePulse/data/dtmf/5.wav"/>
16:<audio src="http://localhost:8080/InBandTonePulse/data/dtmf/6.wav"/>

The application will play the tones. You have to provide the wav files in the data/dtmf directory.

I have a bridge transfer to the 3rd vendor IVR system, then play the dtmf using the same as the INBandTonePulse sample application. from the trace log l, it looks like after the bridge transfer the call disconnect, it doesn't go to the next node which is play the dtmf tone. How to I force it to play the dtmf tone?


Thank you very much!

IVR/VXML apps transfer the call only. You don't expect it to setup a conference and play any prompt next. You would need to use CCXML to do what you need. Take a look at our CCXML sample apps such as CallingCardCC and FindADoctorCC where the IVR app is launched and played to the existing call.

Thank you! I have tried modified the OutboundCall CCXML hardcode the phone number and called a Orchestration Designer that played the DTMF Tones. It's still not working. Is there a way that in Orchestration Designer application to make it work the same way as manually entering DTMF?

The third party IVR is support inband and RFC 2833 for DTMF, is the DTMF tone using in OD application meet this requirement?


Thanks,


Van

It all depends on those .wav files that has the tone recording. I am not sure if the sample app provides those file even if it did, they are just samples, not guaranteed to work on all systems. You have to working out the recording of the tones. I haven't seen the files so I am not sure what you got.

Thanks for the quick respone. I'm using the the dtmf .wav file from the sample application: InBandTonePulse. Attached is the dtmf tone .wav that I used. Is there a different to dial(enter) the number from OD application?


Thanks again for your help on this!


Van

Here is the description of the sample app which I am sure you could've found in the doc:

InBandTonePulse
This application demonstrates playing DTMF tones from a VXML page. It uses the new Phrase Variable type “DTMF Tones” to convert the value of the variable into the corresponding DTMF key. The DTMF tones that are played are 50ms DTMF tone pulses followed by 50ms of silence. This type of application may be useful in some instances where a telephony system requires the application to pulse DTMF tones in band (such as for a transfer, etc.).

NOTE: Playing the DTMF tones in band may not work for all telephony configurations. It is recommended that you validate the functionality with your IVR platform and switch. This is just an example of how tones could be played in a VXML application and has no guarantees.


You have to look at the browser log on the platform to see what exactly the problem is with what you are doing.

is there a way in Orchestration Designer application that work the same way as manually entering DTMF?


Thanks,


Van

You can easily create or modify the existing app to collect DTMF digits. You just need to use the Prompt/Collect node and the build-in DTMF grammar to collect DTMF input.

The application didn't collect DTMF, it needs to passed the DTMF(account information, etc ..) to the third party IVR.