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Subject: POM traverse through third party IVR
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Team,
We have a requirement to traverse the third party IVR flows via POM outbound campaign. When we give the third party inbound IVR number (TFN/DID) as contact phone number in POM contact list, POM should send DTMF digits/traverse through the third party IVR application. Is that possible in POM and kindly help us here! Also, we are getting completion code as "Answer machine" when we give any third party IVR numbers. |
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You should be able to do what you are describing but it will require a custom application and it may still be a bit tricky. The first thing to recognize is that POM is basically an "IVR that calls a number" instead of an IVR that takes calls. That means that the VoiceXML application invoked by POM can be any IVR application that can be created for the Experience Portal. Assuming you can create an application that can successfully navigate those third party IVR flows, then POM can use that application. Also, if there are multiple IVR flows to navigate, your custom application will have to be able to tell which IVR flow it has to navigate and then do the "correct" things. Although the custom application part will be tricky, there are also the following potential issues.
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__________________________ GLEN A. TAYLOR | Solutions Architect Interactive Northwest, Inc. |
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Thank you so much Taylor for the deatiled answer. I agree on the challenges which you have mentioned below on differentiating IVR vs simple answering machine. But, can you help me on how to navigate the third party IVR flows (can be any IVR flow like insurance company, banking IVR and not hosted in EP). As POM can invoke the custom EP IVR application when answering machine is detected, would like to know how to send dtmf digits/traverse the third party IVR flows from the custom IVR application. Since its third party IVR, is it possible to recognize the options played by that IVR and send corresponding dtmf digits as input from the custom POM application.
Really appreciate your help on this! |
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I'm not sure how much additional help I will be able to give (and in this open forum). You haven't really described your use case in sufficient detail to give other "general" pointers. When the POM campaign reaches an IVR, what is it trying to do? Leave a message? Navigate a "menu" and then connect an agent? These can make a difference in how likely you are to be successful. Also, if you are asking to be able to navigate any arbitrary IVR callflow, that is probably not even theoretically possible to do reliably.
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__________________________ GLEN A. TAYLOR | Solutions Architect Interactive Northwest, Inc. |
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Hi,
My use case is when POM campaign dials to a contact (can be IVR number/phone number), POM has to identify its a IVR number (third party IVR). On identifying its a IVR number, POM should be able to recognize the options played by that IVR and provide inputs accordingly. I understand from your answer that recognizing specific prompts and sending DTMF tones will be difficult. But, thought of checking the feasibility to achieve this use case. Again, as you mentioned differentiating IVR vs simple answering machine also one more challenge as we will be getting completion code as "Answer Machine" for both IVR number and answering machine. Thank you so much for your answers! |
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Thanks for providing a bit more information, but I think we need to take a slightly different direction with this thread. I broke my first rule in my answers so far. As a software architect, for decades when someone asks me "How do I do X?" my response has been "What are you trying to accomplish?" Although "doing X" may turn out to be the best and most efficient means of accomplishing the goal, it is always best to first understand the goal. Then it is possible to suggest the best solution path, and if X is the best method then at least the description can be tailored to the final goal.
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__________________________ GLEN A. TAYLOR | Solutions Architect Interactive Northwest, Inc. |
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