Cisco IVR Integration

Posted on 2011-05-03
Medium Priority
Last Modified: 2012-08-13

I have a customer with a Cisco UC540. They have asked me if we can configure the system so that when a call comes in the caller is sent to a menu with different options - easy I can use the AA and its all good.

However one of the things they want is when they press the second option they are prompted to enter a client number and then it looks up a database and essentially responds with Yes or No (True or False). This would be in reference to a whether their order is ready.

I am pretty sure you would have to use 3rd party software/solution for this. Does anyone know of a system that would work with the UC540 and provide them this feature?


Question by:mark_06
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LVL 20

Accepted Solution

José Méndez earned 1000 total points
ID: 35691792
So, they idea is to collect DTMF tones (customer code), use them to search a database and then play a YES or a NO recording? I can tell you that you will be able to achieve this using OpenSIPS and Asterisk. When the caller chooses option 2, if the UC540 is configured to "Allow External Transfers", you will be able to extend INVITES to OpenSIPS with the customer code, OpenSIPS will then search in its user database for user <CODE> (the one the the caller input). The database at that point will use the value of a row/column from that specific user to forward the call to Asterisk (OpenSIPS doesn't do media), that call to Asterisk will be something like:

calling number --> the original caller
called number --> YES

Asterisk will identify the call coming from OpenSIPS (both Ast. and OpenS. can be coresident) and play a recording of YES because the called number matched extension YES, which is programmed to play the YES recording.

OpenSIPS supports lots of dtabases backends, but for example, if you use MySQL, you will be able to replicate a specific table from your real database in another server with the customer status detail, into OpenSIPS database, and then make use of it.

Both products are Open Source and extremely powerful.

Hope it helps.

Author Comment

ID: 35695330
thanks for that. I am looking for a commercial application if I can find it. I just don't have the resources to deploy and support open source apps like this unfortunately.
LVL 20

Expert Comment

by:José Méndez
ID: 35695635
Got it. I would implementing it for some money, but there is no name backing me up I guess =(. At least not yet.

Author Closing Comment

ID: 35769657
Gave me a basic understanding of what can be done.

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