Process calls based on caller ID, DTMF input and route.
V20 includes the ability to process calls using a call processing script. A call processing script is similar to a script created with the CFD, however a call processing script is both more powerful and more efficient as you can edit and check the code yourself.
Use call processing scripts for:
- Call Routing based on time, DID or caller ID
- Get Caller Input via DTMF and route calls accordingly. For example, ask for an account number or reference numbers and make lookups in the database prior to routing the customer to an agent.
How to Run Call Processing Scripts
To configure a call processing script you go to “Advanced”> “Call Flow Apps” and “+ Add an App”. You can then either specify a CFD project or a call processing script. For the latter, you will simply copy and paste your code. Each app is assigned a system extension so that you can route calls to it.
In Update 2 you will be able to trigger a call processing script upon receiving a call on a particular SIP trunk. This will allow you to check the date and, for example, play a particular holiday message based on the date.
Call Processing Script Example
We have created an example script “Call Processing Script for PIN Validation” which automates the collection of a DTMF number and validates this against a stored PIN. It can be adapted to interface with a database which includes an example on how to add a script.
