How to best handle multiple pieces of information
Posted: Mon Aug 01, 2011 1:55 am
Project background: a telecommunications field rep calls into the IVR, once they go through the identity verification they will be able to remove set-top converters from customer accounts by providing the last four digits of each serial number.
In case your wondering, not having access to handheld devices (PDA) which would give GUI access to customer accounts is the reason we are doing this via IVR. Automating this repetitive part of the telephony process will save us thousands of dollars each year and increase efficiency.
My question, what would be the best manner in which to handle the potential multiple partial serial numbers through VXML? Provided data would be in sets of combined 0-9 digits and A-Z letters, no more and no less than 4 total characters for each set. There may be just one set provided, as in a single four digit string (i.e. A8F5), however there could be more provided (i.e. A8F5, B599, 1845, 9D5G). There is no limit on the amount of data sets to be provided, it could even be zero.
I have a couple of ideas in my head of how to accomplish the data handling using PHP functions but its the collecting the data in the first place that has me a bit confused as to what the best way to proceed would be. Any help or suggestions would be much appreciated.
Here is the simple form outline I have so far for this section:
In case your wondering, not having access to handheld devices (PDA) which would give GUI access to customer accounts is the reason we are doing this via IVR. Automating this repetitive part of the telephony process will save us thousands of dollars each year and increase efficiency.
My question, what would be the best manner in which to handle the potential multiple partial serial numbers through VXML? Provided data would be in sets of combined 0-9 digits and A-Z letters, no more and no less than 4 total characters for each set. There may be just one set provided, as in a single four digit string (i.e. A8F5), however there could be more provided (i.e. A8F5, B599, 1845, 9D5G). There is no limit on the amount of data sets to be provided, it could even be zero.
I have a couple of ideas in my head of how to accomplish the data handling using PHP functions but its the collecting the data in the first place that has me a bit confused as to what the best way to proceed would be. Any help or suggestions would be much appreciated.
Here is the simple form outline I have so far for this section:
Code: Select all
<form id="equipment">
<field name="hasEquipment">
<grammar type="application/x-jsgf" mode="dtmf">( 1 | 2 )+</grammar>
<prompt>Do you have equipment to return? Press 1 for yes or 2 for no.</prompt>
<filled>
<if cond="hasEquipment==1">
***NOT SURE HOW TO HANDLE THIS PART***
<else/>
<goto next="#nextprocedure"/>
</if>
</filled>
<noinput>Sorry, I didn't hear you.<reprompt/></noinput>
<nomatch>Sorry, I didn't understand.<reprompt/></nomatch>
</field>
</form>