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The PDS/IVR Integration commands are included as external functions in IVR Designer.
The Set_Softdisc, Handle_Disc, Set_early_hu, and End_Softdisc external functions are required to handle caller disconnects, to provide continuity within job execution, and to disconnect the call and end processing. All other Dialer external functions provide optional functionality.
Note:
The IVR Designer application should never hang up the line or perform a quit instruction. The system will recover, but this leads to great inefficiencies in the processing of jobs.
The following table describes the Dialer external functions that can be used in IVR Designer applications.
Name |
Description |
Identifies a customer record as "do not call" (DNC). All matching records on other calling lists are also marked DNC. The DNC feature ensures that records appearing in multiple calling lists will not be recalled. |
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Ends handling a soft disconnect and re-executes the agt_chl application for the next call. See the descriptions for the Handle_disc and Set_Softdisc external functions. |
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Releases a customer record and inserts a call completion code into the record. This must be the last activity performed by the script, since the Dialer sends another call after receiving it. |
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Sets the label for handling a soft disconnect. This function marks the beginning of the event-handling code. Between Handle_disc and End_softdisc, place whatever code you think is necessary to clean up the call, for example, updating the completing code on the Dialer system. See the descriptions for the End_softdisc and Set_Softdisc external functions. |
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Transfers the current call by way of a switch that accepts hookflash-initiated transfers. This external function disconnects the transferring application before transferring the call. |
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Returns the date format from the caller record. It also lists the number of telephone numbers in the customer record. |
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Turns on message-logging on the dialer to trace call transactions. Creates a file on the Dialer named /tmp/AgentName_API.trans. It contains all the messages between the agent application and the Dialer. Use this file to verify message content and to track the agent application session. See the description for the LogIoStop external function. |
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Turns off message-logging on the dialer. Stops the agent binary from writing to the /tmp/AgentName_API.trans. Use this external function to terminate the log file. See the description for the LogIoStart external function. |
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Transfers the current call and data record to another job on the Dialer. This external function disconnects the transferring application before transferring the call and customer record. The Dialer places the customer call in the queue for the new job or connects the customer to an available agent. If the Dialer uses ANI/DNIS information, the transferred call carries the outbound number the Dialer dials as the ANI and the original outbound job name as the DNIS. The inbound or blend job receiving the call sees the call as an inbound call. |
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Reads a field from the Dialer customer record. |
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Releases the telephone line but allows further updating of the customer record. |
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Sends a message to the Dialer supervisor's screen. |
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Sets the time on the Dialer to schedule a customer callback. |
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Prepares the application for an early hangup. The sim_agt DIP posts a hangup event to the application when the Dialer detects a hangup. The application must define an L_EARLYHANGUP label. The code associated with the L_EARLYHANGUP label should perform the processing that is required when an early hangup event is received. |
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Sets the system to pass the value of a specified key field from the Dialer calling list with the CallNotification message. Note: |
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Prepares the application for a soft disconnect. This function catches the dipterm event and runs the handler. This should be the first external function in the application. See the descriptions for the Handle_disc and End_Softdisc external functions. |
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Updates a data field on the Dialer customer record. |
