The "Dial By Department" feature offers the customers calling from CVS store to select the department from which they are calling, and also dials the department(extension number) prior to hail menu on outbound.

How to Enable and Disable the Feature in inbound:

This feature is available for FIFO and Scheduled callbacks.

To enable this feature the extension numbers need to be configured in dbo.departments table as below,

In the above table the 1 and 2 represents the "Department" column in the database table. We should not use any other numbers here, as this is a customization we are only offering two options in department menu.

To disable this feature we need to clear the dbo.departments table.

Interaction registration with department menu:

FIFO callback:

• As in regular FIFO callback, name recording is not mandatory in Dial By Department-FIFO callback flow.
• If the customer is calling from store (I.e. he pressed 2 in Dial by Department main menu) but he didn't select the department and hang-up, then callback will not be registered, I.e. Department selection is mandatory after pressing 2 in main menu.

Scheduled callback:

Both name recording and department selection is mandatory in scheduled callback, otherwise interaction will not be registered.

Outbound Feature Enabling and Department Dialing:

The extension number selected in inbound is saved in call info using VHQMWS's setDataValue() method with key name "Entered Dial Department" which can be observed in main report log. The selected extension number is retrieved in outbound using VHQMWS's getDataValue() method. Only If the "Entered Dial Department" is present in the call info then VIS will dial the department number otherwise VIS will directly play the hail menu.In order to dial the department number VIS will make request to generateDTMF.jsp which is in the CCIS.war file. So VIS gets the URL of the .jsp file from the toolkit property,

com.virtualhold.toolkit.hvp.dtmf.generate = /CCIS/generateDTMF.jsp

If the URL is not configured or VIS failed to make a successful request the call will be disconnected.

Dial and Hail delays:

Dial delay is the delay provided before dialing the extension, which can be configured using queue variable,

Configuration > Telephony > Dial by Extension > Delay Between Dialing and Extension

Hail delay is the delay between the extension menu and Hailing prompts, which can be configured using queue variable,

Configuration > Telephony > Dial by Extension >Delay Between Extension and Hailing

So after dialing the extension, the hailing prompts will be played after the hail delay expired. If the customer answers within the hail delay he will hear the hail prompts completely, if the customer answers the call beyond the hail delay he may not be able to hear the complete hail menu. So to avoid this issue we can increase the maximum invalid response count for the hail menu.

Development Details:

Code Changes:

1) VXML_IVR

• GIT Repository
• Branch

2) CCIS

• GIT Repository
• Branch