IVR- Operations

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Users with a Cyclos account can perform a operation by a phone call (either land-line or mobile). The IVR module, which is a IP based phone central will handle the operations and communicate with Cyclos. The IVR module can be behind an analogical phone line or a trunk of digital lines. The currently IVR - Cyclos prototype allows making payments and retrieving account information.

Generic operation flow

When Asterisk responds to a call it will communicate with the IVR module via the Fast AGI which will take over the control of the call. AGI will perform the following actions:

  • Capture phone number of caller.
  • Check if the phone number is real, and not for example a skype generated nr.
  • Verify in Cyclos if the phone number belongs to a user that has permissions to operate with the IVR channel.
  • Generate welcome message (audio)
  • Generate menu (audio)
  • Capture the selected menu option entered by the caller
  • Request operation input
  • If input of any other data is required generate message to request input data
  • Capture input data
  • If the operation requires authentication (PIN), generate a message that PIN is required.
  • Capture PIN typed by the caller
  • Try to execute the operation in Cyclos
  • Generate audio message with the confirmation of the operation and possible return values
  • Generate message to perform other operation or exit
  • When user selects the ‘exit’ option -> goodbye message - > close session
  • When user selections other operation go to first menu

Payment operation flow

Simple setup
  • The user (with a Cyclos account) will call the organization phone number or short code
  • The call is answered by the PBX (IVR)
  • Audio: Press one for English. Press two for Spanish (this step is optional and would only be necessary for systems with more than one language)
  • User presses the number 1 on the phone keypad
  • Audio: Press one to perform a payment. Press two for account details. Press zero to hang up.
  • User presses the number 1 on the phone keypad
  • Audio: Please dial your PIN number and finish with the pound key (this is an optional step, authentication can be handled by phone number detection)
  • User dials his personal PIN number at the keypad and selects the pound key (#)
  • Audio: Please dial the phone number of the receiver finish with the pound key
  • User dials the destination phone number and selects the pound key (#)
  • Audio: Please dial the amount you want to pay finish with the pound key
  • User dials the amount and selects the pound key (#)
  • Audio: You are going to make a payment to <receiver payment name> by the amount of xyz. Please, press one to confirm, or zero to cancel.
  • User dials 1
  • Audio: The payment was performed successfully with transaction number XYZ - Press one to perform a payment. Press two for account details. Press zero to hang up.

Account information

Simple setup
  • The user (with a Cyclos account) will call the organization phone number or short code
  • The call is answered by the PBX (IVR)
  • Audio: Press one for English. Press two for Spanish (this step is optional and would only be necessary for systems with more than one language)
  • User presses the number 1 on the phone keypad
  • Audio: Press one to perform a payment. Press two for account details. Press zero to hang up.
  • User presses the number 2 on the phone keypad
  • Audio: Please dial your PIN number and finish with the pound key (this is an optional step, authentication can be handled by phone number detection)
  • User dials his personal PIN number at the keypad and selects the pound key (#)
  • Audio: Your current balance number is 'XYZ - Currrency' - Press one to perform a payment. Press two for account details. Press zero to hang up.