Walkthrough: Dictation Functionality with Playback Navigation

Dictation functionality can be customized in CALLMaster using the RecordAppend command in conjunction with the Play command's playback navigation capabilities.

In this walkthrough, authorized callers will be allowed to make new dictation recordings, review their existing recordings, get recording instructions or set their personal options. 

A mailbox record will need to be set-up for each authorized caller.  The caller will need to enter their mailbox number and password to access the system.  Each mailbox could be set-up with an email address if the owner requires email delivery of their dictation recording.

If the caller selects option 1 to make a new recording, they will hear recording instructions the first time they log in to record. They will have the option to press 1 to bypass the instructions or 9 to hear the instructions again.

During recording they will have the ability to press 2 to pause/unpause or any key terminate the recording and start playback. 

After the caller has heard the recording or terminated playback, he/she will be given the option to press 1 to save the recording, 2 to replay the recording again, 3 to redo the entire recording, or 4 to continue recording from where they stopped playback.  By pressing 4, the recording will continue from the place where playback was last stopped.

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

During this walkthrough, you will learn to do the following:

• Configure CALLMaster to answer in Audiotex mode;
• Get value of a system variable and assign it to a local variable;
• Send caller to the mailbox to specifically review messages or to set personal options using RVM and POP flags;
• Get input using the Audiotex Module Action 'Touch Tone Table';
• Use CALLBasic database commands to Read a record;
• Use the RecordAppend command to concatenate recording;
• Use the Play command with system variables 'playbackposition', 'termdigit' and 'ttcutthrough' to navigate playback;
• Use the Email command to email mailbox owner dictation file as wav attachment. 
• Use the backslash character ('\') as the first character of the email address in the mailbox record field.  This will enable CALLMaster to maintain the email address but not automatically send out the email;
• 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.

• Email activated and tested.  See Activating Email.

Create Mailbox Records

We need to create a mailbox record for each Authorized caller where the Type = User. 

We do not want CALLMaster to automatically send email notification but we do want to maintain the email address for a custom email message.  To accomplish this, we will use the backslash character ('\') as the first character of the email address in the mailbox Email field.  This will enable CALLMaster to maintain the email address but not automatically send out the email notifications.  Leave the Email field blank if you want the recording to be forwarded to a central administrative email (see InitValDictation.bas script below for details).

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 4 records in this walkthrough as follows:

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.

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 10 is the starting module.  We will use this module to initialize variables using script InitializeVal.bas.  In particular we want to initialize local variable intFirstTimeInstructionsPlayed to No so recording instructions are played before the first recording.  We will set the system variable lctrap to an Audiotex module ID to send caller if they hang-up. We also want to define a variable (strCMConnection) for the connection string required to read the CALLMasterSQL database.  You will need to change the connection string for your environment settings.
• Module 20 is a Touch Tone Table type module giving caller the option to press 1 to make a recording or 2 to report a problem.  Option 9 is a non-announced option to cut-thru to voice mail, primarily used by the system administrator to make/maintain system recordings.
• Module 100 gets the caller's 4-digit user id (mailbox number) and module 110 gets their 4-digit PIN (password).  If caller enters lessa than 4 digits for either the User ID or PIN, Modules 190 and 192 notifies caller of the error.
• Module 120 reads the Mailboxes table for matching record.  If found then processing is returned to Module 130 for the dictation menu, if not then Module 194 notifies caller of the error.
• Module 130 is a Touch Tone Table module that plays the Dictation Menu - 'To start a new dictation press 1, to review your dictations press 2, to hear instructions on how to use dictation this dictation press 3, to change personal options press 4 or any keyto end this call', and directs processing based on caller's selection.
• Module 200 directs caller to Mailbox 1000 to report a problem.
• Module 1000 runs script InitValDictation.bas.  This script initializes variable used to make a new dictation.  It directs caller Module 1001 to hear the recording instructions if flag intFirstTimeInstructionsPlayed is set to No.
• Module 1001 plays the recording instructions and gives caller the option to press 1 to skip the instructions or 9 to repeat the instructions.
• Module 1003 instructs caller to start recording and Module 1004 to continue recording.
• Module 1005 starts recording using the RecordAppend CALLBasic command.  This command uses the system variable 'playbackposition' to determine the position to start recording or playback. 
• Module 1006 checks the termination digit returned by RecordAppend command.  If the caller paused recording by entering 2 then processing is directed to Module 1008.  If the caller entered any other key to stop recording then processing is forwarded to Module 1200.
• Module 1008 tells caller that the recording has been paused.  Using the GetDTMF command, processing is on hold for the duration of the value set for variable 'intRecordingPauseSecs' (default is 300 seconds) in the InitializeVal.bas script.
• Module 1012 plays back recording.
• Module 1020 gives caller the option to press 1 to save, 2 to replay, 3 to redo or 4 to continue recording.
• Module 1100 gets caller to select message priority "Press 1 for Stat, 2 for urgent, or * for regular".
• Module 1110 checks if recording saved. 
• If recording saved then call is directed to Module 1120 to add recording as a message to the owner's mailbox.  Module 1130 emails message to address in the mailbox record if available else to the variable strToEmailBackup assigned in the InitValDictation.bas script.  Module 1150 notifies caller that their recording has been saved.
• Module 1200 resets system variable 'playbackposition' to zero for replaying recording from the start.
• Module 1300 deletes recording if caller has elected to redo the recording.
• Module 2000 logs in caller to review their mailbox recordings using the RVM flag in the Audiotex Label field.
• Module 3000 plays system instructions to the caller.
• Module 4000 logs in caller to set personal options using the POP flag in the Audiotex Label field.
• Module 9000 forwards caller to Voice Mail, primarily for use by the administrator to make/maintain system recordings.
• Modules 9910 and 9990 are required to handle caller hang-up and call failure respectively. 

Based on the Audiotex modules shown above, we need several scripts. 

Let's 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 folder.

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

Define IVR Application List

We need to define the custom IVR in the IVR Application List and set it to Audiotex Start Module 10.  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 10.

As this walkthrough uses Notification, make sure at least one port is enabled for Type Outbound; by default, all the ports are enabled for Inbound. 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 CALLMasterSQL database connection string variable strCMConnection in the InitializeVal.bas script for your environment.

Save all your work. 

Stop CALLMaster service.

Make Administrator Audiotex Recordings:

-  Call the system and select non-announced option 9 when you hear main menu 'press 1 to make a recording or 2 to report a problem'.  Option 9 is provided to direct the system administrator to Voice Mail make/maintain system recordings.

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

Make a phone call to test the application.

The Mailbox owners can use option 4 (set personal options) at the Main Menu to record their mailbox name and greeting.

To download and install, see Sample Applications.