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How to detect IVR data? (i.e. digits pressed in response to IVR prompting)

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How to detect IVR data? (i.e. digits pressed in response to IVR prompting)
Answer
12/6/11 3:20 PM
Hi,
 
I am working on a TAPI solution using the Julmar TAPI 2 wrapper. Customers dial an external number, which prompts them for IVR data ("Please choose 1 for..., 2 for... ect...) and then the call is routed to an agent - it is at this point that my TAPI application picks up the call.
 
I need to be able to know what option the customer has chosen, i.e. I need to be able to access this from the incoming call data. Does anyone know for sure whether or not this is possible with TAPI? My testing so far with the Julmar TAPI wrapper indicates that this data is not available - I see that this is possible using CTIOS, with the CallerEnteredDigits keyword, but would like to know if I can do the same with TAPI.
 
Thanks,
David
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RE: How to detect IVR data? (i.e. digits pressed in response to IVR prompti
Answer
12/6/11 3:58 PM as a reply to David Noble.
Hi David,

I'm not sure of anyways through which you can monitor the digits keyed in before the call even lands on the agent(i.e. when its still on the external party and not picked up by application).

However ,if you are looking for digits once the call is established with agent, you should certainly be able to do it with lineMonitorDigits() API. This would send a TAPI message everytime a digit is detected ,in the following format:

LINE_MONITORDIGITS
hDevice = (DWORD) hCall;
dwCallbackInstance = (DWORD) hCallback;
dwParam1 = (DWORD) Digit;
dwParam2 = (DWORD) DigitMode;
dwParam3 = (DWORD) 0;

Hope this helps.

Thanks,
Praveen
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RE: How to detect IVR data? (i.e. digits pressed in response to IVR prompti
Answer
12/6/11 4:05 PM as a reply to Praveen Thilakendranath.
Hi Praveen,

Thanks for the reply. Unfortunately I do need to be able to know which option was chosen before the call was routed to the agent; however I probably should rephrase my question; I don't actually need to know the digits, I do however need to know which 'routing' value these correspond to; this routing value appears in Cisco Agent Desktop under 'Data', so I know that is being stored at some level in the call when it is passed to the agent; whether this is a level that TAPI can detect is another question.

Thanks,
David
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RE: How to detect IVR data? (i.e. digits pressed in response to IVR prompti
Answer
12/6/11 4:22 PM as a reply to David Noble.
Embedding data in the call object (sometimes referred to as uer-to-user data) is not supported on UC Manager. Your AP and the IVR AP will to communicate directly.
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RE: How to detect IVR data? (i.e. digits pressed in response to IVR prompti
Answer
12/6/11 4:33 PM as a reply to David Staudt.
Hi David,

Thanks for the information - could you explain in a bit more detail? In a standard UC Manager setup what actually is the IVR app? (I am working remotely from the UC Manager setup so don't have access to configure it) I take it this means that there is absolutely no way that I can grab this routing info using TAPI?

Thanks,
David
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RE: How to detect IVR data? (i.e. digits pressed in response to IVR prompti
Answer
12/6/11 4:56 PM as a reply to David Noble.
An 'IVR' could be any number of things - a gateway script, a 3rd party application, an IPCC instance, CUAE, etc.  It's not possible to get ad-hoc info from IVR apps from TAPI directly.
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RE: How to detect IVR data? (i.e. digits pressed in response to IVR prompti
Answer
12/7/11 10:09 AM as a reply to David Staudt.
OK thanks - it's a shame that the routing information isn't available via TAPI - the fact that it appears in Call Centre Agent's Cisco Agent Desktop when the call is forwarded gave me some hope that this information would be embedded somewhere in the call, but the mechanism by which Cisco Agent Desktop recieves call data must be completely different to TAPI I guess.
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