1947_10.DOC

3rd Party Vendor

IVR

Change History

List each alteration that occurs within this design document.

addCustomHistoryActionEx

CONTENTS

4Overview

5Existing Web Services

5Opening a new session

5Preventing the session from expiring

5Closing a session

5New Web Services

5Getting New Interaction Id

5Creating New Custom Interaction

6Ending Custom Interaction

6Adding Custom History Action

7Sending an External Variable

8Transferring Calls

Overview

The purpose of this document is to provide and define the interface that allows an external IVR integrate with T@W CallCenter@nyWhere platform.

The integration of an External IVR with CallCenter@nyWhere has to allow:

· Sending calls from IVR to CallCenter@nyWhere and be able to attach data to the calls.

· Reporting and storing IVR data to CallCenter@nyWhere platform.

· Matching of the data collected by an external IVR to the data collected by CallCenter@nyWhere for every call.

Telephony@Work provides a web services interface that allows an external IVR to interact with CallCenter@nyWhere platform.

Existing Web Services

Session.wsdl

Opening a new session

Open(String companyAlias, String username, String password)

This web method returns a session Id.

Preventing the session from expiring Handoff(String sessionId) This web method prevents the session from expiring. It should be called if the integrating system does not poll CCA for messages to keep the session open.

Closing a session

Close(String sessionId) This web method closes the session.

New Web Services Interactions.wsdl

Getting New Interaction Id GetNewInteractionId(String sessionId)

This web method returns a unique interaction id to be used by the external IVR. External IVR can pass this id to CallCenter@nyWhere each time a request is sent through web services. Therefore, CallCenter@nyWhere can match the request with an interaction.

Creating New Custom Interaction

CreateNewCustomInteraction(String sessionId, CustomInteraction customInteraction)

This web method creates a new interaction in CallCenter@nyWhere. It requires a CustomInteraction object as a parameter.

CustomInteraction Object has the following properties:

· interactionid: Interaction Id received from “GetNewCustomInteractionId()” above

· origin: Originator of the interaction

· destination: Destination of the interaction CreateNewCustomInteractionFromToEx(String sessionId, String interactionId, String from, String to)

This web method creates a new interaction in CallCenter@nyWhere without having to pass a customInteraction object.

Parameters

· interactionid: Interaction Id received from “GetNewCustomInteractionId()” above

· from: ANI

· to: DNIS

Ending Custom Interaction EndCustomInteraction(String sessionId, String interactionId)

This web service will allow a external IVR to notify CallCenter@nyWhere that an interaction are ended. This service will be used only when the interaction is ended without a transfer to CallCenter@nyWhere. If the calls are transferred to CallCenter@nyWhere this service cannot be used because the interaction will continue in CallCenter@nyWhere platform.

Adding Custom History Action

AddCustomHistoryAction(String sessionId, CustomHistoryAction action)

This web method adds news custom history action to the interaction history. It requires a CustomHistoryAction object as a parameter.

CustomHistoryAction Object has the following properties:

· interactionid: Interaction Id received from “GetNewCustomInteractionId()” above

· type: type of the history action

· 1 : Any text can be sent with this action id

· 2 : A URL can be sent with this action id

· value: value of the URL or the Text Message

AddCustomHistoryActionEx(String sessionId, String interactionId, String actionType, String actionValue)

This web method creates a new custom history action without the need of passing a CustomHistoryAction object.

Sending an External Variable SetVariable(String sessionId, String interactionId, String key, String value) This method can be used to send information from the IVR in addition to what CCA already stores for an interaction. It requires sending the sessionId and InteractionId as well as a key and value for a variable, key being the variable name and value being the variable value.

Transferring Calls If the interaction is transferred to CallCenter@nyWhere platform, it will be routed to a specific project within CallCenter@nyWhere. Once the call is answered by the project the external IVR will be prompted to send the unique interaction identifier. CallCenter@nyWhere will send a DTMF pound (#) to the IVR. The IVR will send the identifier as DTMF and terminate with DTMF pound (#). CallCenter@nyWhere will send DTMF star (*) to confirm that the identifier was received successfully.

CallCenter@nyWhere will not generate a new interaction identifier for that call but will use the one provided by the external IVR so that CallCenter@nyWhere can continue processing the call that the external IVR started. This will allow the integrated system the handle the call as a single call. Therefore the call history will contain unified information collected by both systems.

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