multiSwitch – user manual
© TOPEX 2008 52
7.10 IVR activation and configuration
IVR (Interactive Voice Response) service is a technology that allows a machine to detect
voice and touch tones using a normal phone call. The IVR system can respond with pre-recorded or
dynamically generated audio to further direct callers on how to proceed.
IVR systems can be used to control almost any function where the interface can be broken
down into a series of simple menu choices. Once constructed IVR systems generally scale well to
handle large call volumes.
TOPEX multiSwitch application allows achieving IVR services configurable from the text files
such as:
-
Prepaid
-
Voice Attendant
The service code for TOPEX IVR is 33.
In the configuration file of the IVR service are defined several states. Each state can have
actions
and
events
..
Each state is defined between square brackets [state name]. Each state can contain 2 key
words: "
do
" and "
event
"
do
– contains only actions; these actions are made when is made the transition in the
respective state
event
– contains one or several actions associated to a event
The actions are separated through the character ';'. After the last action is not necessary the
character ';'. The character '>' delimits an event of its actions. The commented lines start with ';'
Certain actions may trigger events, such as the following actions are no longer run; the
implementation moves on the new event created.
For the IVR service is written an API in the "
ivr
" file stored in “
/mnt/app/cfg/ivr
”. This file is put
into the field "
play_file
" of routing.
Files that will be run on the IVR service will be stored on the HDD in the directory
“
/mnt/app/raw/IVR/
” in the format “
<file name>_ <codec>.<language>
”.
The codec must from 2 numbers, for instance
: 00=PCMU(G711u), 08=PCMA(G711a),
18=G729
, and the language must correspond with the language set as parameter in the
SetLang()
action; it must have 2 characters, ex: ro, en.
IVR text files are loaded into memory when reading routes, they can be viewed with the
telnet
command
ivr<file name>
. This represents a further check that you have configured correctly.
7.10.1 Actions and events of IVR service
The configuration file is based on ations and events detailed below:
Actions:
PlayFile (string file_name, integer repeat, integer background_foreground)
– plays a file,
where:
-
file_name
– the name of the played file
-
repeat
– specifies if runs from the begin after file end. The possible values are 0/1
-
background_foreground
– species the play mode of the file;
This way can be play a “silence” file in order to sent RTP to destination (to not hear noise on RTP
packets lack). The possible values are
0=background
and
1=foreground
.
PlayCredit()
– plays the credit of a prepaid user
