TSG max

Restriction: This feature or information is available to Medallia employees only and it is not to be shared outside the company.

Code: https://github.com/VHT/VXML-IVR/tree/TSG_MAX_customizationTSG_MAX_customization

Base VIS Version: https://github.com/VHT/VXML-IVR/commit/b36ff450473e6034dbd06de7978f37bb71d699dbVIS 7.7.1

1. New User Data:

In this customization new key-value pairs were added to interaction user data at different stages of call flow. the new KVP added as follows,

  • When the customer selects simple callback (ASAP/FIFO callback) the user data added are, Want_VHT = "Yes" VHT_Type = "Conc"
  • When the customer chooses to hold the user data added is, Want_VHT = "No"
  • When CBDC is triggered i.e., there is an existing call registered in the system the user data added is, VHT_ExistRecord = "Yes"

2. Do not play EWT in CBDC:

As per this requirement, we have removed the EWT prompts before playing the CBDC menu.

So we should not be hearing the prompts,

\callback_double_check_cb_time\callback_double_check_cb_time_1.wav, <TIME prompts> -"The time remaining before your pending callback will be placed is, <amount of EWT>" before CBDC menu.

3. Send SMS after callback number confirmed:

In FIFO/Scheduled callback, after the customer confirms their phone number TSG wants to send an SMS through their separate VXML application. So in order to call that VXML form, we are making a sub dialog request to the external application (the URL to the application is /VHX_Max/src-gen/InsertSMS_Record.vxml, and it is NOT configurable) after the phone number is confirmed.

This external VXML application requires the following data from VIS and does not return anything back to VIS.

VH_CallId

VH_PhoneNum

ANI_Before

CallerID

CallerType

CallerTZ

VH_OldConnectionID

VCB_EWT

SwGMS_Leumi

After the external VXML application VIS flow will be continued.

4. Do not play name in outbound and remove the "more time" option from the hail menu:

  • We have now removed the customer name playing in the outbound hail menu in English and Hebrew languages.
  • And "more time" option is permanently removed from the hail menu (This will apply to all languages) so there are only three options in the hail menu now,

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