Autoinformer with interactive help from the external application database
Introduction
Specialists from the Ranat company deployed an Autoinformer with interactive help from the external application database in the Perm Department of the Federal Registration Service. The autoinformer is an interactive voice menu that can be used to obtain help information. The distinguishing feature of the autoinformer is a document preparation information service. The service allows a particular user to find out the state of his document package in real time. The autoinformer also allows users to leave voice messages that are sent to department employees in the form of sound files by e-mail.
Complex Architecture
The autoinformer is based on:
- Panasonic PBX KX-TDA200
- connected to PSTN via PRI (KX-TDA0290)
- DISA boards (KX-TDA0190 and KX-TDA0191)
- Panasonic KX-TVM200 voice processor
- Document preparaton information service software based on the SDK for CTI application developers - RanCom
- Oracle DBMS
Software
The software is a service that:
- detects the document package number the user dials in the tone mode during his work with the autoinformer
- plays the message corresponding to the state of his document package
- plays the message with help information about how to navigate the autoinformer
- switches the user to help information or hangs up depending on the user's actions
The system is resistant to a software failure (computer, LAN, etc.). If a user tries to access the document preparation information service, he hears a special message about a temporary failure while the remaining part of the autoinformer remains absolutely functional.
The structure of the software complex is shown in the picture below
Service Interaction with RanCom
The service uses the following RanCom methods in its work:
- connects to RanCom and opens one line - incoming call distribution group GRP601 to which incoming calls from external lines are directed in the PBX (the OpenLine method)
- enables the CTI distribution method for group 601 (the SetACDMode method)
- when there is an incoming call in group 601, the service answers the phone and plays the greeting message (the NewCall2, Answer и PlayOGM methods)
- detects numbers the user dials during the call (the MonitorDigits method)
- queries the database for the status of the corresponding document package
- plays the corresponding message
- plays another message/redirects the call to another number/hangs up (the PlayOGM/Redirect/ Drop methods)