VIVR VXML Connector runs your Voice IVR script in the same way as a media player. When a Voice media player reaches the Transfer command, it executes a transfer to a certain number/queue/CTI. When the same application is run in VXML Connector and there is a Transfer command, a connection (Contact Us) screen is displayed.
If a Visual IVR Interaction was launched via an SMS sent from a Voice IVR session, and the line is still open, VXML Connector presents a Connect icon (instead of a Call icon). Pressing Connect initiates a transfer action on the Voice Proxy, which should be handled by the Voice IVR.
Note: Maintaining an open line during a visual Interaction is determined by the value of the onCall flag sent by the Voice IVR to the Voice Proxy. For details, refer to IVR Integration Overview.
If the Visual IVR Interaction is not synchronized with a Voice IVR session, the Call button is displayed on the Contact Us screen. Clicking Call initiates the process of calling a predefined numberToDial that is specified in the Call Now configuration settings of the Jacada Interact Admin Console.
When the user dials the number displayed on the Call screen, a bridging project in the Voice IVR is called. This Voice IVR project identifies the Visual IVR using one of the following call handling methods:
- DNIS Manager: In this case, a unique number from a pool is displayed to the user. This number remains available for 15 minutes. When the number is dialed, the Voice IVR needs to call the Visual IVR to retrieve the Interaction Unique Id based on this DNIS number.
- Requesting a code when accepting the call: In this case, a message such as Please call 18001234567 ext. 998877 is displayed to the user. The Voice IVR Bridge (see diagram below) needs to ask the user for the extension. Once the extension is entered, the Voice IVR calls the Visual IVR to retrieve the Interaction Unique Id based on this extension.
Regardless of which call handling method is used, once the Voice IVR obtains the Interaction Unique Id, it proceeds with the following actions:
- Retrieving the transfer attributes saved in the Visual IVR, using a SOAP or REST services API (by providing the Interaction Unique Id). These attributes include the transfer destination and Application to Application Info (AAI).
- Calling the Voice Proxy to retrieve CTI data saved on the Voice Proxy, based on the Interaction Unique Id. (This action is optional.)
- Transferring the call to the transfer destination, using the CTI data, destination and AAI.
The high level workflow of the transfer process is illustrated in the following diagram. Details about each step are provided in the sections below the diagram.
Step 1: Transfer Command Triggered
Reaching the Contact Us screen in a visual Interaction indicates that the transfer command has been reached in the VXML script This command has the following effects:
- The transfer attributes of the project are saved by the Visual IVR.
- The Contact Us screen, with the Call button, is displayed to the Visual IVR user.
For more details about the transfer command and the transfer attributes, refer to Transfer VXML Element.
Step 2: User Presses Call Button
When the Visual IVR user clicks Call, a popup message appears that provides the user with the following numbers:
- A phone number to dial: This number is the Call Now Phone Number that is set in the Connectivity settings of the Visual IVR project.
- A code: This number is the code to identify the Visual IVR Interaction instance. This number is added to the call phone number as DTMF tones when the user dials (in the next step of the flow). For example:
Note: If the Interaction is running on a mobile device running iOS, the phone number and the DTMF code are dialed automatically.
Step 3: User Calls the Provided Number
When the user dials the number provided on the popup message, the IVR Bridging Project begins. The purpose of the Bridging Project is to transfer the Visual IVR caller to the desired destination number (specified in the Transfer element), just as if the call were coming from a Voice IVR user.
In the initial phase of the Bridging Project, the project prompts the Visual IVR user for the code that was provided in the popup message.
Step 4: User Provides DTMF
When the user enters the code, the Bridging Project, using the code received, initiates a request (via a web service) for the transfer attributes that were previously saved in the Visual IVR (see Step 1).
For detailed information about the web service, refer to Invoking the VIVR VXML Connector Web Service.
Step 5: Transfer Attributes Received by the Voice IVR
In this last phase of the IVR Bridging Project, the Transfer Destination and Transfer AAI parameters that were defined in the transfer command in the VXML and saved in the Visual IVR (see Step 1) are returned to the Voice IVR.
Step 6: Call is Transferred to Agent
The Bridging Project transfers the call, based on the destination and AAI, to an agent.