Project Detail

Description

The current IVR system that I use was written in 2001. Written in VB6 with Visual Voice as the
telephony engine and speaking to a SQL7 database.

I am looking to do three things:

First, to have the current system replaced with an application that is less cumbersome.
At the moment callers can choose the type of woman they wish to speak with through some options.
I want to do away with that and simply play the greeting of every woman (Staff) available for a caller
to speak with at that moment. The caller will make his choice, and we would then process the credit card charge and conference the two lines together and start a timer. At the end of the time, we simply disconnect and reset the lines.

Second, to tie the new IVR application into our new web site to allow customers to order calls from the web using an order system.

Third, I want to have the ability to provide these calls to verified customers using their cell phone.

Software must run on Windows Server 2003 - 2008 and use MS SQL. I will supply copy of database for development. System must be able to keep real time update to and from web site. Future improvments will be Video Chat over Cell Phones as well as Internet.

This is a proposed flow chart for the new application (subject to minor modification):

Answer call, check ANI and 800 # called. Log to database and write to IVR.Txt file.

Play (Main Greeting.Vox)

Check ANI in database: Lip¬_Service SQL database, No calls table.

If in No Calls Table, Hangup. Reset line. If not in table, proceed.

If called before (telephone number in Client table (database), continue.

Check Staff Table and play all available Descriptions (VOX) (Staff marked available)

Caller selects Staff by speaking Staff name.

Put caller on hold, play (Music.Vox) to caller, call out to staff. When Staff answers, wait for acknowledgment (#). If receive (#) then Play callers name (CallersName.Vox). If do not receive (#), then hangup Staff, mark that Staff as not available, then return to caller and inform choice not available (Choicenotavail.Vox), and then Check Staff Table and play all available Descriptions (VOX),(Staff marked available).

When caller selects another Staff, Put caller on hold, play (Music.Vox) to caller, call out to staff. When Staff answers, play Is_Staff_Available.Vox),wait for acknowledgment (#). If receive (#) then Play callers name (CallersName.Vox), Put Staff on hold, return to customer, and Process Credit Card, Ask for last 4 digits of credit card customer wants to use (ListedCreditCard.Vox), that we have on file. Check database (Cards table) if listed and marked Usable, then ask for Exp Date (CCExpiration.Vox), then Security Code (Enter_CVV2.Vox). Process transaction.

If card number not on file, then ask customer to touch tone card number (CreditCardMenu.Vox), Exp date ((CCExpiration.Vox))and security code (Enter_CVV2.Vox). If credit card transaction approved, connect caller and staff and set timer, and add credit card number to database, allow one call, but mark card not usable after transaction processed.

If credit card transaction not approved, then play (CardDenied.Vox), If press 1, then ask customer to touch tone card number (CreditCardMenu.Vox), Exp date (CCExpiration.Vox)and security code (Enter_CVV2.Vox). If credit card transaction approved, connect caller and staff and set timer, and add credit card number to database, allow one call, but mark card not usable after transaction processed.

At 20 minutes, play touch letting caller and Staff know there are 5 minutes left on call.

Call timer ends, disconnect caller, keep Staff on line. Play (ChangeStatus.Vox), If press 1 mark as available in Staff Table, if press 2, mark as not available in Staff Table, Update Staff table, then hangup/reset.

If not called before, go to New Customer recordings

New customer recordings: then play (PhoneMenu.Vox) Record customer First Name and Last name, (Speak_SpellFirst/Last.Vox), record address, (Speak_SpellAddress.Vox), then City and State,(Speak_SpellCityState.Vox), then touch tone Zip Code(ZipCodeMenu.Vox)and write to Clients table (Database).

Check Staff Table and play all available Descriptions (VOX) (Staff marked available)

Caller selects Staff by speaking Staff name.

Put caller on hold, play (Music.Vox) to caller, call out to staff. When Staff answers, wait for acknowledgment (#). If receive (#) then Play callers name (CallersName.Vox). If do not receive (#), then hangup Staff, mark that Staff as not available, then return to caller and inform choice not available (Choicenotavail.Vox), and then Check Staff Table and play all available Descriptions(VOX),(Staff marked available).

When caller selects another Staff, Put caller on hold, play (Music.Vox) to caller, call out to staff. When Staff answers, play Is_Staff_Available.Vox),wait for acknowledgment (#). If receive (#) then Play callers name (CallersName.Vox), Put Staff on hold, return to customer, and Process Credit Card

Play callers name.

Put Staff on hold, return to customer, and Process Credit Card,

Ask customer to touch tone credit card number, exp date and security code. Check card number in database (Cards table) If card number on file under another telephone number, do not process. Inform customer that we can not process that card number at this time, and instruct customer to contact office. If card is not listed, then add to database, allow one call, but mark card not usable after transaction processed.

If credit card transaction approved connect caller and staff and set timer.

At 20 minutes, play touch letting caller and Staff know there are 5 minutes left on call.

Call timer ends, disconnect caller, keep Staff on line. Play (ChangeStatus.Vox), If press 1 mark as available in Staff Table, if press 2, mark as not available in Staff Table, Update Staff table, then hangup/reset.

Staff Calling In

If Staff calling in, they will hit (*), if receive (*) then play (Phonenumber.Vox), check Staff Table, if listed then ask for Pin number (EnterPin.Vox). Check Staff table, if correct then ask Staff if they want to be available for calls, if not correct pin, then play (FailedPin.Vox). If pin correct, play ChangeStatus.Vox, To log in so that you will receive calls press 1. To be logged out so that you do not receive calls press 2.

Looking to start this project now.