In the last post, I had posted about Call Back services ( both automated and manual). While both Automated Call Back as well as Manual Call back services have different usage, I would like to post how one can implement this kind of service using any CTI board. While Analog CTI boards can also be used to implement automated call back services, I recommend everyone to use a digital CTI board. Mainly because of various problems of detecting Caller ID using a Analog CTI boards!
The easiest way to implement automated Call Back service is to use both incoming IVR as well as outgoing IVR. Incoming IVR will ‘sense’ the incoming call, then retrieve the Caller ID and disconnect it. While outbound IVR will read the Caller ID and dial out!
So this is the simple procedure of operating principle of automated call back service!
Here are suggested hardware:-
1. 30 Port Digital CTI board ( Dialogic D300, Donjin DN300 or Synway SHD 1 E1 Digital Multimedia Board or similar board from CTI manufacturers).
2. One Server Class PC. It should normally be tower type so that it can house the CTI board.
3. One Database Server, a separate server class PC or one may decide to install Database Server in the #2 Machine itself.
4. PRI Connection from a Telecom operator like Airtel, Reliance etc. ( in India).
5. Optional internet connectivity with global IP. This is required if one intends to accept call back requests from websites!
And then the Automated Call Back Application!
Here is the theory of operation :-
1. Two processes will run concurrently, one to detect and process any incoming call and the other to make pending outgoing calls ( outbound IVR)!
2. As soon as the Automated Call Back ( ACB ) Application sense an incoming call, it will detect the Caller ID and store them in a “Spooler” Table in the database with time stamp ( or any other related information) with a reset flag. After that, it will disconnect the call.
3. Outbound IVR process will keep checking the “Spooler Table” ( periodically, say every second) for any entry with reset flag. If it gets any, it reads that entry and makes the outgoing call and set the flag.
4. In order to accept call back request from websites, web visitor will submit a form with phone number, which will be stored in the same “Spooler Table” as in #2 above so that Outbound IVR can dial out and complete the call back service!
5. Once the call is connected, outbound IVR can either transfer the call to a human agent or implement any IVR call flow!
1. If the incoming call is disconnected just after getting the caller ID, and then if the number is dialed back within 2/3 seconds, this could be almost thought as “Toll Free Number” as the caller does not get charged! More intelligence could be implemented like first time callers will get to hear a message that his call would be disconnected and would get an incoming call!
2. SMS could be integrated with Call Back services informing the caller with expected time of call back if its a mobile number.
Many industries need call back services. Hospitality industries, Insurance, Retail Marketing are few industries which require call back services. This service can also be provided as a hosted service.