Outbound IVR

VoiceGuide can dial out and play messages or run a VoiceGuide IVR script once the call has been answered.
Outgoing calls can be scheduled using any of these methods:

• Call Loader app
• Send Phone Message module in a VoiceGuide script.
• Using VoiceGuide WCF/COM interface function Dialer_OutDialQueAdd.
• Saving list of numbers to be called in an Out Dial File, which VoiceGuide reads in automatically.
• Adding dial entries directly into the VoiceGuide OutDial Database.

VoiceGuide can detect whether a real person or an answering machine has answered the call.
Different messages or scripts can be specified in either case.
When an answering machine answers the call the message or script will start after the welcoming message stops playing.

Call Loader

Here is a screenshot of the Call Loader application, with some telephone numbers to call entered:

Phone numbers

2125551111
2125552222
2125553333

A range of numbers can be specified by using "X" in the number to be dialed.
eg: 4155557XXX results in one thousand telephone numbers to be called: 415-555-7000 to 415-555-7999

Optionally, additional information like Name and other Data can be attached to each phone number, using the pipe: '|' or "Tab" characters to separate the fields. Like this:

Number|Name|Data1|Data2

Number Name Data1 Data2

eg:

2125551234|Bob Brown

2125551234|Bob Brown|6549148|Reminder1

The data attached to each number is accessible within the ran scripts using $RV_CALLTRACK_* Result Variables.
Other information can also be attached to outgoing calls batch/campaign by setting the 'Result Variables' for those calls.

Phone Numbers File

Live Person Answer

Answering Machine Answer

If an answering machine is detected VoiceGuide will wait until the answering machine's welcome message finishes before starting the script/sound file specified here.

If the "Answering Machine" message option is not set then VoiceGuide will play the "Live person answer" script in cases where answering amchine is detected.

The "Answering Machine" option can also be set to:

 
If T1/E1 ISDN or VoIP is used, the telephone company usually also advises immediately when the call is connected, ie: when the 'handset is picked up', before the person or machine answering call even trasnmits any sound on the line.

So on T1/E1 ISDN and VoIP systems if the "Answering Machine" message option is not set (or set to 'DISABLE') then VoiceGuide will play the "Live person answer" script immediately when then handset is picked up.

Answering Machine detection relies on listening to the first one or two words spoken by the person/device answering the call.
Decision is based on whether the first one or two words sounded like they were spoken by a live person, or by an answering machine.
This means that VoiceGuide waits until it hears the first one or two words being spoken before it can decide whether a live person or a machine answered the call.

Call Options

NOTE: Some SIP services require that the CallerID be set to the account number, to let their systems identify what account is making the outgoing call.
eg: <CallerId>9905234421234323@sip.skype.com</CallerId>

Fax to Send

Do Not Call List (DNC List)

Result Variables

Others

Call Escalations

Result Files

In addition to CDR Logs, Database Logs and Script Logs, outcome of all outgoing calls is saved in VoiceGuide's \data\ subdirectory.

OutDial_Contacted_Human.txt
List of calls answered by a real person.

OutDial_Contacted_AM.txt
List of calls answered by an answering machine.

OutDial_Contacted_Fax.txt
List of calls answered by a fax machine person.

OutDial_Uncontactable_NoAnswer.txt
List of calls which were not answered and rung out awaiting answer.

OutDial_Uncontactable_Busy.txt
List of calls which were not answered as the busy tone was heard.  

OutDial_Uncontactable_OnDontDialList.txt
List of calls which were not made as the telephone number was on the supplied "Do Not Call list".

OutDial_Uncontactable_NoDialer.txt
List of calls which were not dialed as the Dialer option is not enabled.

OutDial_SIT_Reorder.txt
List of calls for which the Special Information Tone (Reorder) was played by the phone company.

OutDial_SIT_NoCircuit.txt
List of calls for which the Special Information Tone (No Circuit) was played by the phone company.

OutDial_SIT_CustIrReg.txt
List of calls for which the Special Information Tone (CustIrReg) was played by the phone company.

OutDial_SIT_Unknown.txt
List of calls for which an unknown Special Information Tone was played by the phone company.

Out Dial File

An 'OutDial' file can also be used to load outbound calls to be made by VoiceGuide. When an 'OutDial' file is created, VoiceGuide will read in the file and delete it after reading it's contents.

‘OutDial’ file can be created in VoiceGuide's \data\ subdirectory, or in directory specified in VG.INI, section [VGDialer], entry: OutDialFilePath

An 'OutDial' file can contain multiple <OutDialEntry> sections. So multiple outgoing calls can be specified in a single 'OutDial' file.

An 'OutDial' file will be read in by VoiceGuide within about a second of it being created.

The filename must begin with "OutDial" and have the ".xml" suffix.
Eg: OutDial.xml , OutDial1.xml , OutDial_080521175323a.xml etc.

Multiple 'OutDial' files can also be created at the same time. All outdial files created within less then a few seconds of each other should have unique names - to avoid the possibility of a file being overwritten by newer version while it is still being read in by VoiceGuide.

It is advisable to first create the file under a different name - that does not have the 'OutDial' prefix in its filename, and after the file writing/copying is completed then rename the file to the OutDial*.xml format. This would ensure that VoiceGuide would not attempt to open the file while it's contents are still being written to by another process.

Out Dial File Syntax

<OutDialEntry>
  <PhoneNumber>sPhoneNumber</PhoneNumber>
  <PhoneNumberPrefix>sPhoneNumberPrefix</PhoneNumberPrefix>
  <ActivateTime>sCallTime</ActivateTime>
  <DayTimeStart>sDayTimeStart</DayTimeStart>
  <DayTimeStop>sDayTimeStop</DayTimeStop>
  <DaysCallAllowed>sDaysCallAllowed</DaysCallAllowed>
  <PortSelection>sPortSelection</PortSelection>
  <CampaignName>sCampaignName</CampaignName>
  <Priority>iPriority</Priority>
  <OnAnswerLive>sOnAnswerLive</OnAnswerLive>
  <OnAnswerMachine>sOnAnswerMachine</OnAnswerMachine>
  <OnAnswerFax>sOnAnswerFax</OnAnswerFax>
  <OnNotAnswered>sOnNotAnswered</OnNotAnswered>
  <OnRetriesExhausted>sOnRetriesExhausted</OnRetriesExhausted>
  <AnswerTimeout>iAnswerTimeout</AnswerTimeout>
  <RetriesLeft>iRetriesLeft</RetriesLeft>
  <RetriesDelay>iRetriesDelay</RetriesDelay>
  <RV>sRV</RV>
  <CallOptions>sCallOptions</CallOptions>
  <Escalation>
    sEscalation
  </Escalation>
</OutDialEntry>

Where:

Example 1 : Simple message delivery to a single number.

Any simple message / script delivery.

Scenario: Call telephone number 5553423, and run script d:\scripts\alarm.vgs when call is answered. Call is to be made immediately. The OutDial file should contain:

<OutDialEntry>
  <PhoneNumber>5553423</PhoneNumber>
  <OnAnswerLive>d:\scripts\alarm.vgs</OnAnswerLive>
</OutDialEntry>

If the call is not answered then the number will be called up to two more times at 5 minute intervals.

Example 2 : Scheduling a call for a particular time.

Wake up calls.
Appointment reminder service.
Any announcements which need to be sent out at a particular time.

Scenario: Call telephone number 5553328 at 6:30 in the morning on 12th June 2018 and run the script d:\scripts\todays_specials.vgs - passing to the script Result Variables which that script uses (in this case it will be pricing of the items on special for this customer). If an Answering Machine answers then run a modified version of the script which just plays the prices and leaves contact details (d:\scripts\todays_specials_AM.vgs). The OutDial file should contain:

<OutDialEntry>
  <PhoneNumber>5553328</PhoneNumber>
  <ActivateTime>2018-06-12 06:30:00</ActivateTime>
  <OnAnswerLive>d:\scripts\todays_specials.vgs</OnAnswerLive>
  <OnAnswerMachine>d:\scripts\todays_specials_AM.vgs</OnAnswerMachine>
  <RV>[ClientID]{123456}[PriceWidget]{125}[PriceDelivery]{7.50} </RV>
</OutDialEntry>

Example 3 : Ensuring call is made during particular days/hours.

Surveys.
Distributing information to a large client base.
Whenever making a large number of calls and need to ensure that calls are only made between the hours allowed.

Scenario: Call the telephone number 5553328 at between 10am and 6pm on any weekday, and run script d:\scripts\paymentoverdue.vgs - passing to the script Result Variables which that script uses (in this case the customer ID and the amount owing). If an Answering Machine answers then run a modified version of the script which just plays the amount owing and leaves contact details (d:\scripts\paymentoverdue_AM.vgs). The OutDial file should contain:

<OutDialEntry>
  <PhoneNumber>5553328</PhoneNumber>
  <DayTimeStart>1000</DayTimeStart>
  <DayTimeStop>1800</DayTimeStop>
  <DaysCallAllowed>MoTuWeThFr</DaysCallAllowed>
  <OnAnswerLive>d:\scripts\paymentoverdue.vgs</OnAnswerLive>
  <OnAnswerMachine>d:\scripts\paymentoverdue_AM.vgs</OnAnswerMachine>
  <RV>[ClientID]{4453566}[AmountOwing]{14325}</RV>
</OutDialEntry>

Specifying the days on which calls can be made and the time range during which the call can be made is useful if a large number of calls are queued and there is a need to ensure that the system will not make the calls on odd days or hours.

When specifying a large number of calls it is usually easier to use the Telephone Number Loader program, or loading the calls directly into the database.

Example 4 : Escalated Calls

Delivering information to on-call staff, with supervisor escalation if calls by main staff not answered.
Follow-me message delivery - where a number of possible contact numbers is given.
Whenever a message needs to be delivered to one of a range of telephone numbers.

Scenario 1: Call the number 5551111 immediately and run the script d:\scripts\alert.vgs - passing to the script Result Variables which that script uses (in this case it will be information on a problem reported by customer). If the number does not answer then wait 5 minutes and try calling it again. If after 3rd call attempt the number still does not answer then try calling 5552222 - again calling up to 3 times at 5 minute intervals. If an answering machine answers the call then start the d:\scripts\alert.vgs script as well (script should be designed to just play the information to caller). If on 3rd call attempt the second number still does not answer then run a VB Script d:\scripts\notanswered.vbs

The OutDial file should contain:

<OutDialEntry>
  <PhoneNumber>5551111</PhoneNumber>
  <OnAnswerLive>d:\scripts\alert.vgs</OnAnswerLive>
  <RetriesLeft>2</RetriesLeft>
  <RetriesDelay>5</RetriesDelay>
  <RV>[ClientID]{554}[Severity]{2}[ContactTel]{5559743}</RV>
  <Escalation>
    <OutDialEntry>
      <PhoneNumber>5552222</PhoneNumber>
      <OnAnswerLive>d:\scripts\alert_level2.vgs</OnAnswerLive>
      <RetriesLeft>2</RetriesLeft>
      <RetriesDelay>5</RetriesDelay>
      <RV>[ClientID]{554}[Severity]{2}[ContactTel]{5559743}</RV>
      <OnRetriesExhausted>d:\scripts\notanswered.vbs</OnRetriesExhausted>
    </OutDialEntry>
  </Escalation>
</OutDialEntry>

Scenario 2: Message Delivery to a Live Person only :
Call the number 5551111 immediately and run the script d:\scripts\alert.vgs - passing to the script Result Variables which that script uses (in this case it will be information on a problem reported by customer). If the number cannot be reached or if an answering machine answers the call then immediately call another number instead (5552222) and if that number is not answered by a live person then call a third number (5553333). If a live person could not be reached on any of these numbers then wait 10 minutes and try calling all 3 numbers again. If after the second call attempt to all 3 numbers no live person could be reached then run a VB Script d:\scripts\notanswered.vbs In this scenario it is acceptable to deliver the message to a Line Person only, calls answered by Answering Machines will not be regarded as successful message delivery calls and no message will be left on the answering machine.

The OutDial file should contain:

<OutDialEntry>
  <PhoneNumber>5551111</PhoneNumber>
  <OnAnswerLive>d:\scripts\alert.vgs</OnAnswerLive>
  <OnAnswerMachine>retry</OnAnswerMachine>
  <RetriesLeft>0</RetriesLeft>
  <RV>[ClientID]{554}[Severity]{2}[ContactTel]{5559743}</RV>
  <Escalation>
    <OutDialEntry>
      <PhoneNumber>5552222</PhoneNumber>
      <OnAnswerLive>d:\scripts\alert.vgs</OnAnswerLive>
      <OnAnswerMachine>retry</OnAnswerMachine>
      <RetriesLeft>0</RetriesLeft>
      <RV>[ClientID]{554}[Severity]{2}[ContactTel]{5559743}</RV>
      <Escalation>
        <OutDialEntry>
          <PhoneNumber>5553333</PhoneNumber>
          <OnAnswerLive>d:\scripts\alert.vgs</OnAnswerLive>
          <OnAnswerMachine>retry</OnAnswerMachine>
          <RetriesLeft>0</RetriesLeft>
          <RV>[ClientID]{554}[Severity]{2}[ContactTel]{5559743}</RV>
          <Escalation>
            <OutDialEntry>
              <PhoneNumber>5551111</PhoneNumber>
              <CallTime>Now+10</CallTime>
              <OnAnswerLive>d:\scripts\alert.vgs</OnAnswerLive>
              <OnAnswerMachine>retry</OnAnswerMachine>
              <RetriesLeft>0</RetriesLeft>
              <RV>[ClientID]{554}[Severity]{2}[ContactTel]{5559743}</RV>
              <Escalation>
                <OutDialEntry>
                  <PhoneNumber>5552222</PhoneNumber>
                  <OnAnswerLive>d:\scripts\alert.vgs</OnAnswerLive>
                  <OnAnswerMachine>retry</OnAnswerMachine>
                  <RetriesLeft>0</RetriesLeft>
                  <RV>[ClientID]{554}[Severity]{2}[ContactTel]{5559743}</RV>
                  <Escalation>
                    <OutDialEntry>
                      <PhoneNumber>5553333</PhoneNumber>
                      <OnAnswerLive>d:\scripts\alert.vgs</OnAnswerLive>
                      <OnAnswerMachine>retry</OnAnswerMachine>
                      <RetriesLeft>0</RetriesLeft>
                      <RV>[ClientID]{554}[Severity]{2}[ContactTel]{5559743}</RV>
                      <OnRetriesExhausted>d:\scripts\notanswered.vbs</OnRetriesExhausted>
                    </OutDialEntry>
                  </Escalation>
                </OutDialEntry>
              </Escalation>
            </OutDialEntry>
          </Escalation>
        </OutDialEntry>
      </Escalation>
    </OutDialEntry>
  </Escalation>
</OutDialEntry>

The above script will result in the numbers being called in the following order : 5551111, then if no answer dial 5552222, and if no answer then dial 5553333, then wait for 10 minutes, and repeat calling 5551111 then 5552222 then 5553333. Dialing of further numbers would stop as soon as one of the calls is answered.