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IVR screening sample


andrewgroup
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We have been experimenting with IVR nodes to create simple screening. I.E.

 

A Contract Client with extended support calls the office and presses 1 for support. It's in our extended period M-F 5:00pm to 7:00pm and we only want to accept calls from clients that know their last four digits of their phone number.

 

I.E. The main autoattendent sent the caller that pressed 1 to the IVR....

 

The IVR message says, "Our offices are closed, Clients with extended hour coverage - please dial the last four digits of your office telephone number"

 

We've experimented with several attempts to create and ERE to allow an "OR" exact match of two digits. Attempts like this are shown below.

 

![1234]|[6789]!300

 

I won't list all of my failings here and have reviewed every WIKI example and read WIKIPEDIA on the subject of ERE's but still no love.

 

Can this be done and avoid the use of external SOAP?

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We have been experimenting with IVR nodes to create simple screening. I.E.

 

A Contract Client with extended support calls the office and presses 1 for support. It's in our extended period M-F 5:00pm to 7:00pm and we only want to accept calls from clients that know their last four digits of their phone number.

 

I.E. The main autoattendent sent the caller that pressed 1 to the IVR....

 

The IVR message says, "Our offices are closed, Clients with extended hour coverage - please dial the last four digits of your office telephone number"

 

We've experimented with several attempts to create and ERE to allow an "OR" exact match of two digits. Attempts like this are shown below.

 

![1234]|[6789]!300

 

I won't list all of my failings here and have reviewed every WIKI example and read WIKIPEDIA on the subject of ERE's but still no love.

 

Can this be done and avoid the use of external SOAP?

 

Though not very beautiful, you can do something. I would choose some additional digits of the code that are always the same :-P just to make sure that the caller does not enter complete nonsense. Then you can use a pattern like that: !123[0-9]{4}!300!

 

BTW the pattern that you wanted to use probably looks like this: !1234|6789!300. The [] group alternative characters, that is probably not what you wanted. If you have not too many customers, that would be a pragmatic way to get the problem solved!

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  • 4 months later...
Though not very beautiful, you can do something. I would choose some additional digits of the code that are always the same :-P just to make sure that the caller does not enter complete nonsense. Then you can use a pattern like that: !123[0-9]{4}!300!

 

BTW the pattern that you wanted to use probably looks like this: !1234|6789!300. The [] group alternative characters, that is probably not what you wanted. If you have not too many customers, that would be a pragmatic way to get the problem solved!

In the latest version | is not working to seperate, I need to create a seperate rule for each entry.

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Sure? Did you see there are exclamation marks (!) and pipes (|)? They look similar, but have a fundamental different meaning!

Quite sure, my IVR worked until the upgrade.

I had to change to !0600!401! !5400!401! !4502!401! ![0-9]{4}!00! instead of !0600|5400|4502!401! ![0-9]{4}!00!

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I don't understand it, but I would not argue...

 

This looked very interesting and potentially usful in the future.

 

I played with it for a bit tonight and if you add a !X! as the first character it will work OK.

Actually any non-numeric will probably work OK.

 

Example:

!X!!0600|5400|4502!4011! ![0-9]{4}!00!

 

I tried your original set of expressions and it seemed to allow 5400 4502 4011 but restricted 0600.

 

As it turns out, any first set of digit(s) would be restricted.

 

Thats what lead me use a non-numeric value instead. You cant dial an X.

 

Give it a try and let all of us know how it worked out for you.

 

Bill H

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