Outbound Calls via IVR

Discussion in 'CRM / Helpdesk / App Integration' started by csa452, Jan 17, 2012.

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  1. csa452

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    Hello,

    We are working with a client who wants to develop an application of this type:

    --> Client dials 800 number, which is connected to our IVR app
    --> Client is prompted for User ID
    --> Client is prompted for external phone number
    --> VAD Application dials the external phone number specified by the user
    --> Conversation is recorded as WAV file, which is renamed to UserID.wav (as specified by the user at the beginning) and saved to disk.

    We're not sure if this is possible via the VAD, as it sort of falls outside of the scope of the conventional IVR. But we wanted to see if there was a way for the app to make an outbound call on-the-fly and record the audio of that call with a specific variable name.

    Thanks,
     
  2. VAD_Support

    VAD_Support Active Member

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    Hi,

    You can create a VAD application to receive the call, ask for a user ID, ask for the external number and transfer the call to that number. But you can't record the call from the VAD application because it is only able to record calls connected to the application (not transferred to a third party).

    So, in order to record the call, you would have to use the 3CX built-in recording functionality. Later you can rename the wav file with another process. For example from the VAD application, before transferring the call, you can save the user ID can call information into a database. So later, when the call has ended, you can run a process that reads the information from the database and renames the wav file.

    So, this is doable, part with the VAD and another part with an external process.

    Best regards,
     
  3. csa452

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    Thanks for this suggestion, however the problem we face when trying to implement this is that the filename of the recorded wav file does not contain the Caller ID of the external number dialed by the application.

    So instead of:
    [DisplayName]_Ext_DialedNum_YearMonthDayHourMinuteSecond.wav

    We have:
    [DisplayName]_OperatorExt_VADExt_YearMonthDayHourMinuteSecond.wav

    Which limits our ability to sort the files based on the number dialed, especially if there are concurrent calls to the application. Is there any way to modify the 3cx server's standard naming convention for these recorded calls?

    Thanks Again
     
  4. VAD_Support

    VAD_Support Active Member

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    Hi,

    That's why I suggested using a process to rename the WAV file when the call has ended. So, the wav file is initially created with the 3CX default naming convention, and then you can launch a process to rename the wav file. You need here the external destination number, so you could get it from the database (the VAD saves it into the database with call details, so you can match it later). You would have to use date and time to match the call, but it's perfectly doable in my opinion.

    Regards,
     
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