Walkthrough: Get Account Balances and Information Based on Fixed Length Input

This walkthrough shows you how to retrieve information from a database based on a caller's input and provide related information back to the caller.

In this walkthrough the caller will be given the option to “Press 1 for Account Information, 2 for general information or 3 to leave a message". 

• Option 1: Get balance for the selected Account. 
  The caller will be asked to enter a 9 digit account number and a 6 digit PIN to login and hear their balances.  CALLMaster will read the AccountInformation table from the SampleApps SQL database to get this information.
  
• Option 2: Caller will hear pre-recorded message on related information.
• Option 3: Caller will be directed to a mailbox to leave a message

This Sample Application is available for download.  Use link at the end of this walkthrough to download and install sample application.

Walkthrough Overview

In this walkthrough, you will:

1. Set-Up a mailbox;
2. Create Audiotex Records/Modules and Associated Scripts;
3. Define entry in the IVR Application List for the new custom IVR;
4. Set Ports.

You will learn to do the following:

• Configure CALLMaster to answer in Audiotex mode;
• Get input using the GetDTMF command;
• Use CALLBasic commands SayNumber as money, FloatToString to convert floating number to string, GetFloat to convert string to floating number;
• Use CALLBasic database commands to Read a record;
• Send caller to another Audiotex Module using the Next Module Audiotex Module Action;
• Make Audiotex recordings;
• Handle caller hang up and call failure.

Prerequisites and Assumptions

• CALLMaster software installed and running with the Dialogic board installed and configured.  For more information, see Installation and Setup.
• A working knowledge of CALLMaster Manager.  Specifically how to add, delete and edit records.

• Phone lines enabled and connected to CALLMaster.
• Email activated and tested.  See Activating Email.
• Attach the SampleApps.mdf file from the CALLMaster\Data folder to your SQL Server.  This database has 3 records:

Set-up Mailbox Record

We need to create a mailbox record for the caller to leave a message.  Set the Status to User, and enable Allow Login During Greeting .  Add any other optional information as desired. 

By setting the record to Allow Login During Greeting, the mailbox owner will be able to log in while the greeting is played for message management. 

If the mailbox owner wishes to receive email notification of messages or faxes received in their mailbox, enter their email address in the Email field.

Note: Keep Mailbox record 0000 with the default settings as CALLMaster requires it.  You should change the password for this record to maintain security.

Open the CALLMaster Manager. Click on Manage, then select Mailboxes.  Let's add the record below:

Create Audiotex Records/Modules and Associated Scripts

As all calls will be starting in Audiotex mode in this walkthrough, the Audiotex Modules will determine the call flow. 

In the Audiotex set-up, the caller will be given the option to hear their account information by entering a  9 digit account number and a 6 digit PIN.  We will read the AccountInformation table for this information.  The caller will also have the option to hear general information, or to leave a message. 

We will need to create several Audiotex records as shown below.  The Label field provides a brief description of each module.  

Audiotex Module Description

• Module 100 is the starting module.  We will use this module to initialize variables using script InitializeVal.bas.  In particular we want to fix the allowed Input Length (intAcctNoInputLen, intPINInputLen) for the Account number and the PIN.  We also want to define a variable (strSAConnection) for the connection string required to read the SampleApps SQL database.  You will need to change the connection string for your environment settings.  We will set the system variable lctrap to an Audiotex module to send caller if they hang-up.  See sample code below.
• Module 1000 gives caller options via a Touch Tone Table requiring a 1 digit response.  Module 1090 and 1091 will give the caller 3 attempts to input the correct options.
• Modules 1100 and 1110 are used to get the account number and PIN inputs using the GetDTMF command.   This scripts use the StringLength command to make sure the caller has entered the required number of digits.  If they have not then the call will be forwarded to module 1190 or 1192 for error processing.
• Module 1120 reads the AccountInformation table for matching AccountNumber and AccountPIN.  If matching record is not found then Module 1190 is used to notify the caller that their input is not valid and they are given the option to press 1 to try again or exit. 
• Modules 1130, 1135, 1140 and 1145 will play account information to the caller.
• Module 1150 gives caller the option to hear the account information again, or return to the main menu.
• Module 1200 plays the Audiotex module recording as the general information message. 
• Module 1210 gives caller the option to hear the information again, or return to the main menu.
• Module 1300 sends caller to Mailbox 1111 to leave a message.  On the return from leaving a message, module 1310 gives caller the option to return to the main menu.
• Module 9920 is used to notify caller that they have reached the maximum attempts allowed for a valid input.  The script associated with this module can be used to set flags and route processing as required.
• Modules 9900 and 9910 are required to handle call failure and capture caller hang-up respectively.  Both these modules can be used to set flags and route processing as required.

Based on the Audiotex modules shown above, we will need several scripts.  Let's make a Scripts sub-folder (Program Files\CALLMaster\Scripts\SampleApp-GetAcctInfo folder) to save the custom scripts.

Create the scripts first.  Open Notepad and create scripts following code examples below.  Remember to save them as .bas type files in the Program Files\CALLMaster\Scripts\SampleApp-GetAcctInfo folder.

Now you can create the Audiotex modules and reference the scripts above.  Open the CALLMaster Manager, click on Manage, then select Audiotex.  Let's add the Audiotex records shown above.

Define IVR Application List Entry

We need to define the custom IVR in the IVR Application List and set it to Audiotex Start Module 100.  Open CALLMaster Manager and select Manage | IVR Application List.  Let's add a new record as follows:

Set Ports

As a last step, we need set the port(s) to the new IVR Application entry created above.  Make sure the Audiotex Start Module field (read only) correctly points to module 100.

 Set the Port Greeting File IDs to the main greeting for all calls if you have recorded one.  If you do not want a main greeting then set the Greeting File IDs to zero. Leave all other fields to the default values.

If you are working with a demo license or have only one line connected, then make sure the connected port is set as specified below.  All other ports should be set to Application 'Disabled'.

Test the custom application

Make sure you have set the SampleApps database connection string variable strSAConnection in the InitializeVal.bas script for your environment.

Save all your work. 

Stop CALLMaster service.

Make Audiotex Recordings:

-  Set Port 1 to Application Voice Mail.

-  Start CALLMaster service.

-  Make a call using Port 1.

-  Log in as the Administrator using the Voice Mail Main Menu and make recordings for the Audiotex modules below.

Reset Port 1 to Application Audiotex.  Set the Port Greeting File IDs to zeros.

Stop and Start CALLMaster service.

Make a phone call to test the application.

Tip: See Walkthrough: Change Application Without Restarting CALLMaster Service to set port to Voice Mail to make recording without stopping and restarting the CALLMaster service.

The owner of Mailbox 1111 can use option 3 (leave message), then use the Allow Login During Greeting functionality to log in while the greeting is played for message management (check messages left by callers or to make mailbox recordings).

To download and install, see Sample Applications.