Walkthrough: Survey/Questionnaire with Concatenated Response Logging

In this walkthrough we will ask several questions, get a verbal answer to each question, concatenate the answers and log the concatenate the answer for future reference.

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

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

• Configure CALLMaster to answer in Audiotex mode;
• Record caller's answer and concatenate using the Record, AppendFile, FileIDToName and FileDelete commands;
• Use CALLBasic database commands to Read and Insert a record using a date/time data type field;
• Send caller to another Audiotex Module using the 'Next Module' Audiotex Module Action;
• Email recording using the Email CALLBasic command;
• Make Audiotex and Custom Prompt 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.
• As the recordings will be saved to a new SurveyAnswerRecording folder, using the explorer, create folder C:\Program Files\CALLMaster\SurveyAnswerRecording.
• SampleApps database (SampleApps.mdf) in the CALLMaster\Bin folder attached to your local SQL server.  In this walkthrough, CALLMaster will ask the pre-recorded questions from the SurveyQuestions table and logging the responses to SurveyAnswersLog tables from this database .

SurveyQuestions table has 6 questions.  The QuestionPrompt field contains a 3 digit prompt number.  This number represents a custom prompt and will need to be recorded via the Administrator log in options.

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 played a welcome greeting followed by instructions about the survey process.  We will read the SurveyQuestions table for the first question, play the recording matching the Question Prompt, get answer.  We will then ask the next question, concatenate the answer to the end of the previous answers.  This question/answer process will continue until we process the last question. The concatenated answer will be written to the SurveyAnswersLog table with the date and time of the call.

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 1000 is the starting module.  We will use this module to initialize variables using script InitializeVal.bas.  In particular we want to convert the current date and time to string use as part of the recording name.  We also want to define a variable (strSAConnection) for the connection string required to read the SampleApps database.  You will need to change the connection string for your environment settings in this script.  We also want to set the system variable lctrap to an Audiotex module to send caller if they hang-up.  See sample code below.
• Module 1010 plays a welcome greeting and Module 1020 provides instruction about the survey process.
• Module 1100 reads the SurveyQuestions table for the first question.
• Module 1110 Plays the question prompt, module 1200 records answer, module 1210 concatenates answer.
• Module 1500 reads the SurveyQuestions table for the next question.  If found then processing continues to module 1110.
• Module 1510 and 1520 ends recording processing and emails recording.  As the recordings will be saved to a new SurveyAnswerRecording folder, using the explorer, create folder C:\Program Files\CALLMaster\SurveyAnswerRecording
• Module 9110 is used to tell caller that a matching mailbox record was not found.  It will also give the caller the option to enter another number.
• 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. 

Create a SampleApp-Survey subfolder in the Program Files\CALLMaster\Scripts folder - we will save the scripts for this sample application in this folder.
Let's create the scripts first.  Open Notepad and create scripts with the following code examples below.  Remember to save them as .bas type files and save them in the Program Files\CALLMaster\Scripts\SampleApp-Survey 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 1000.  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 1000.

 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 Administrator 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.

To download and install, see Sample Applications.