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Overview

Call Interactive is a component that can be used by IVR applications to interact with third-party programs through web services. With the help of Call Interactive, custom software applications can control the flow of the calls through the IVR set up in their internal logic.

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• Integrate with Customer Support applications: The customer provides a subscription ID over the phone, which is verified by the remote logic; based on the result, the customer may be directed to a call queue.
• Integrate with phone payment applications: The customer provides information on the billing format they prefer; the remote software application processes the request and answers with text-to-speech or pre-recorded files, based on the result of the call.
• Make a transfer to a specific resource based on the customer behavior: Based on the customer walk through the IVR, a remote application can decide the steps the customer must take over the phone.

How to set up the IVR

To be able to use the service, you must first set up an extension. To do this, simply go to the homepage of the IVR extension and follow the steps below:

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• • Request method - The HTTP method is recommended for sending the request (only POST and GET are available).
  • Request ID - The unique identifier of the request, useful for reference only.
  • Make request to - The URL called by the IVR. This URL points to a script that sends back a response in XML format at the end of the execution. The response is optional.

How it works

Here's how Call Interactive works:

• The user calls the IVR
• The IVR answers; depending on the setup, it may remember the user input
• The IVR processes the user's request and calls a predefined URL; this URL contains some variables retrieved from the IVR and may containthe user input
• The script represented by the URL executes its logic and outputs the response in an XML format
• The XML response is then parsed by the IVR and the actions are executed

Example

We will exemplify how to navigate through an IVR using a Call Interactive request to a simple PHP script. 

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When you hear record, press any digit. If you press digit 1, the IVR will jump to context Welcome at option 1. Otherwise, it will jump to the same context at option 1.

Here you can read more about what variables and actions are available through Call Interactive.

Tips and tricks

Don't forget to close all tags in the XML response page. To make sure the XML is OK, it is best to start with a simple XML response, like Hangup, and then modify it to process data.

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