Single IVR

Overview

Single IVR is an application that will allow customers to have a single point of contact for the Interactive Voice Response (IVR) menu of any application.

Download Single IVR

  1. Access the Customer Portal.

  2. Log in with your User Name and Password.

  3. Click Software Downloads on the portal’s main menu.

  4. Locate the application package imsworkx-single-ivr-tns-x.x-x.noarch.rpm in the software list.

  5. Click the link to download the file.

Install Using the Application Manager

  1. Log in as root on the primary NIU.

  2. Copy the downloaded RPM to the primary NIU.

  3. Run the following command to install Single IVR.

    yum install imsworkx-single-ivr-tns-x.x-x.noarch.rpm


Configuration

Once installed, there are several configuration changes that need to be made in order for the Single IVR to start processing calls. The following files will need to be edited on each Application Server:

  • ps-eventdispatcher.xml

  • single-ivr-config.json


ps_eventdispatcher

The usr/sipxpress/config/ps_eventdispatcher.xml file controls where calls are routed after an event is received on the NIU. The following example would direct all calls that match the <single_ivr_numbers> list to Single IVR:

<ps-routing-rules>
        <screen-list>
                <list name="single-ivr">
                        <item>8009871234</item>
                </list>
        </screen-list>
        <event>
                <rule target="single-ivr">
                        <![CDATA[msg.hdr.to screen "<single_ivr_numbers>"]]>
                </rule>
        </event>
</ps-routing-rules>

For more information on the ps_eventdispatcher process, see the Application Server User’s Guide.


single-ivr-config

The usr/sipxpress/config/single-ivr-config.json configuration file controls what audio is played and where calls are directed for each application after digits are collected.

{
        "announcement": "520",
        "apps": [
                {
                        "prompt": "5268",
                        "digits": "1",
                        "destination": "sip:5859990000@10.10.0.1"
                },
                {
                        "prompt": "/usr/audio/ECFPrompt23.wav",
                        "digits": "23",
                        "destination": "sip:5859993000@10.10.0.1"
                }
        ]
}

announcement

The initial audio prompt played when a call is made to the Single IVR.

prompt

An audio prompt directing a caller to input specific digits to be routed to an application. These prompts can either be a number that is the indices of the provided prompts, or locations of a .wav file. By default, the provided audio files are installed in the usr/sipxpress/media/eng/ directory.

digits

The digit or digits a caller must dial to be directed to a specific application.

destination

The SIP destination a call will be redirected to after specific digits are collected.


Starting Single IVR

To launch Single IVR automatically on startup, add the following to the <ps-appexec> section of the ps_master_config on each AS:

<ps-appexec>
<application sessions="nnn" iterations="0">single-ivr.xml</application>
</ps-appexec>

Where nnn is the number of simultaneous sessions of Single IVR to launch.

Now, you can start provisioning routing rules and calling plans.

If Single IVR is not configured to automatically launch on startup, follow these steps to launch Single IVR using the Console:

  1. Launch Console.

  2. Add Platform Services Host.

  3. Right-click Applications in the Object panel.

  4. Select Start Application from the menu.

  5. Select the required application from the Application Name list.

  6. Enter the number of sessions that you want to run.

  7. Click OK.

For more information on starting and stopping an application through the Console, see Working with Applications.