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I am trying to build a IVR system, where the IVR will receive the dial tones from user and reads messages from the database based on the dial tones. I am fairly new in this kind of matter and i have researched about solutions like asterisk but i would like to have detailed information on how to setup this system. I have the simple PSTN RJ-11 line in my office and the customer would dial the number of this line to get connected with the IVR system.
What are the hardware required and how will they be connected?
Is it possible to accept multiple calls?
To accept multiple incoming calls in parallel you need either multiple individual lines from your service provider or a 'trunk' connection (either traditional digital trunk or an IP based SIP trunk).
There are quite a few good detailed Asterix IVR guides - some links from an answer to a similar question are:
http://www.asterisk.org/get-started/applications/ivr
http://www.freepbx.org/support/documentation/administration-guide/creating-an-ivr
setup an IVR with Asterisk
On the hardware side, it depends what connection you end up getting from your service provider, but you will need some sort of line card to terminate the telephony if it is traditional analogue or digital. See this Asterix page for more information:
http://www.asterisk.org/products/telephony-interface-cards
Note that your service provider (or an alternative provider in your area) may be able to provide you SIP / IP based 'trunks' in which case you would not need this extra hardware. It might be worth checking this out depending on your specific requirements and the price etc.
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I have a CRM tool that salespeople use to call out. I want to set Twilio up so that they click on the icon to initiate the call in their browser, Twilio will call their cell phone and then the customers phone number after they have accepted the call on their cell. I want to do this so that the users are not forced to use their computer mic/headphones to call the customer. Does anyone know how to do this or point me to a tutorial that explains it?
Twilio developer evangelist here.
That feature is known as click-to-call. There is an example application for this in the Twilio CodeExchange including example code in Ruby, Python, JavaScript, PHP, Java and .NET. There is also a tutorial in some of these languages, here is the PHP one: https://www.twilio.com/docs/voice/tutorials/click-to-call-php.
The flow in the example application is slightly different to what you describe. In the example a user enters their phone number into a form and submits. This causes Twilio to dial the user and then the sales team. However, the theory for your use-case is the same. You just need to initiate the submission from your CRM, call your sales person first and then connect them to the user.
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I am working on voice agent solution by IBM. I need to understand how can I connect it to database to do verification example policy number. When I created voice agent service it bind it-self with other services like speech to text, text to speech, conversation. Now how can I create a layer in between to get the intent and invoke outside API or connect to database. Is there any way to connect and get data from other api with conversation dialogs. it would be great if some one can guide. I want voice agent to connect to other api to retrieve insurance values and so-forth. Please advise. Thanks S
The architecture you're looking for is the following:
Service Orchestration Engine (SOE)
Essentially its a sort of proxy that stands between the Voice Gateway and the Watson Conversation service.
We have a few samples on our Github repository that will help you get started: https://github.com/WASdev/sample.voice.gateway/tree/master/soe
In the Voice Agent service there should be an option to choose a Service Orchestration Engine - https://console.bluemix.net/docs/services/voice-agent/managing.html#managing
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I have a simple RoR application with PostgreSQL database. It is a call-center program and operators should identify customer by phone number.
What I want:
Intercept incoming call (mobile, non-mobile), identify phone number, compare identified number with my database and if there is a customer with such number - show all his data on screen.
Questions:
1. How to intercept incoming call with my computer or server?
2. How can I identify phone number?
3. How can I inject accepted phone number to my database?
Unless you are creating a call center service, with voip/SIP you can't intercept anything.
If you are using some pbx software, like asterisk wich use SIP protocol, you need to look at contact header.
You can also use a cloud communications provider like twillio or plivo which provides an opensource alternative to twillio.
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I have a client who would like to accept credit card payments over the phone automatically. While normally I'd use something like Stripe for the credit card processing, I recognize that ultimately I'd have to temporarily store the credit card information on my server to pass it on to my processor, and even more importantly, whatever voice service I'm using (like Twilio) would also see that information and have to be PCI compliant.
Question:
Are there any PCI-compliant voice API providers (like Twilio)?
If not, how might it be possible to create such a set up where I could automatically accept credit cards over the phone?
The search term you are looking for is "IVR Payment System" - there are a bunch of companies out there offering this including several with PCI-DSS Level 1 certification. Basically this approach involves you transferring the call to the payment IVR, and then it will transfer the call back after collecting the credit card information.
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I know only webservices,webrequest&webresponse,sockets are the ways to send/receive data.
can someone one please list out the various ways to send the information from one website to other website, and their pros&cons?
Which one is best under which situation?
Well the question is a bit vague but I will go ahead and get something started:
Web services(soap, rest) - soap is secure but very verbose. rest is lightweight but lacks the security that soap offers. Though you can still encrypt using https
tcp sockets- guaranteed delivery, bigger payload than udp, cumbersome to setup for web based solutions
udp sockets- lighter payload, non guaranteed delivery, ability to broadcast to all ports listening but most routers don't like this
web request/response - pretty straightforward
But as for which one to use we really can't answer that without some context for the question. What are you trying to communicate? How many clients are we communicating to? Will this be initiated or do you need to notify?
All protocols and techniques involving HTTP based data exchange.
Another intersting way would be to share the data on network-drives. Two web-applications can exchange data over a networ-drive from their back-end coding that does not involve HTTP at all.