Combinate Inbound scenario with IVR project on composer

Architect & Flows
1

Hello everyone,

As per name of the topic. Recently, I have deployed an Inbound scenarios which have to combiate with IVR service.
Resourece:

  • Inbound scenario
  • IVR scenario
    Requirement:
  • Inbound call could imediately tranfer to IVR and return IVR results (something like Authenticated results)

So, My ideal could be described following steps below:

  1. Customer make a call to routing point.
  2. Agent accept interaction and has a conversation with client.
  3. While talking, Client wants to make other transaction(eg: transfer money, lock card) - which requests authentication from T-PIN.
  4. Agent makes a conference call to IVR routing point, agent will interact with IVR branch
    An my question is it possible? And you guys have any greater ideal?

Thank everyone so much!

2

Yes, totally possible by attaching data to the Call before the transfer. Then you play the GVP app and grab that UData.
I’d do it via URS centric method to call GVP.

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3

Thank Cavagnaro,

Can you explain more detail about how to handle return stream data from GVP(eg: block? what is event in scxml?)? If you have the document, please share it for me!
Thank you in advance!

-Joker-

4

You can use just the exit block where you need to define the namelist parameter, where the list of variables to attach to the interaction is defined.

PS: GVP is VXML based, not SCXML.

5

Read the GVP blocks guide, test and play a lot before going to developing. All will depend on your logic and needs.
Interaction Data block may be a must.
No clue which security aspects you will consider and which flows your customer will need.

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6

Thank you guys about your advice,

However, my mind for that scenario is at any branch, any workfollow, when customer want to make IVR call, the results of that interaction also return to inbound scenario under attached data format. Meaning I have to determine its parameters anywhre to catch GVP result return? :-[ :-[ :-[

-joker-

7

Don’t understand exactly your doubts but anyway, you need to program GVP application which parameters it will attach as KVP.

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8

Hello Kubig,

I have tested on my project with follow below:

  1. Customer makes a call and chose IVR branch → After ineracting with IVR, the result is returned to Inbound scenario under attached data format and display to agent desktop.
  2. In the other case, customer doesn’t intend to make a call to IVR branh, they just want to talk with agent. While they are talking, agent want to verify customer information by the way using TPIN authentication. Agent makes conference call to IVR routing point then customer must interact with IVR. So, afterthat, how to results display to agent desktop workspace? Is it possible?
    Note: The session is still alive while customer works with IVR.

Please give me some advice about that case!

Thank you!