Localisation problem with the phone number in Germany

Hi everybody,

there seems to be a localisation problem with the phone number, which is spelled after a failed transfer.

The voice says that the callee should call back by itself a spelled number. The spelled number is of following format: 01149891213(...). This number is not available in germany. A callee-friendly number has to be 0891213(...)

Also the number which is displayed to the callee (ANI) has a prefix +1, for example +10891213(...). Is there any option to get rid of the +1 prefix?

But if the callee want's to be transfered to our call-center, we need to recognize him as caller who calls because of the computer voice, so that we automatially can display the current order to the call center agent. So there could be a +1 prefix. So an option of showing a prefix would be a useful addition to the interface.

For a better understanding, i visualized the requirements for you:

Thanks!

M. Riedmaier

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thuneke

Manuel

Will you provide additional information fir us, please.

URL the job is being submitted to.

The XDN and MRN you received back in the Result.

How are you providing the call back number in the TTS?

How are you providint the ANI number?

Where are these calls being dialed from?

The +1 is a common indicator in calling numbers. Please explain what you want to use this for. How are you going to display the current order number to the agent?

Thanks, Tom

m.riedmaier

Hi Tom,

Our call-center software is linked to the telephone system. If a customer calls the call center, the telephone system fires an event which our software can handle.
Usually the software gets the event and with it the number of the caller. So the software gets the customerId on the basis of his phone-number and opens a new order for this customer.

In this special case we want to remind the customer automatically with the phone call via easylink, to provide their order to the serial inteface. It is possible, that the customer wants to talk to a agent, so he has the possibility to get transfered.
Now the call center knows the customerId because of the phone number and it knows the orderId, because the system called him automatically a few minutes ago because of this order.
It would be nice, if there is some token (prefix or suffix) on the transmitted phone number, so that we can identify the call as call because of the automatically voice call. (It would be possible, that the customer calls coincidentally at this time).

But more important than this is, that our number which is transmitted to the customer and displayed on his phone is without +1 oder 011!!!
The displayed number has to be 004989(...) or 089(...)! Otherwise the german phone can not match the number to our company.

The spelled number has to be 089(...), because any other number is uncommon and the customer won't call this number.

Additional information:

URL the job is being submitted to:
https://xoa.pt.premiereglobal.com/soap/sync

The XDN and MRN received back in the Result:
<XDN>pt</XDN>
<MRN>1503780</MRN>

The JobOptions:

   <JobOptions>
               <CustomerReference>Job: 123456814</CustomerReference>
               <VoiceOptions>
                  <ANI>0049891213999</ANI> // Number the customer sees on his phone (So he can identify us)
                  <CallControlOptions>
                     <CallControl>
                        <ControlKeyAction>transfer</ControlKeyAction>
                        <ControlKey>1</ControlKey>
                        <ControlKeyInfo>0049891213999</ControlKeyInfo> // The number which the customer is beeing transfered to
                     </CallControl>
                  </CallControlOptions>
               </VoiceOptions>
            </JobOptions>
            <Destinations>
               <Voice ref="Phone Number Entered">
                  <Phone>004989123123</Phone> // customers phone number
               </Voice>
            </Destinations>

Our Profile:

htk_ani = BCAST_DNIS (the broadcast call's dialed number to be sent as the transfer call's ANI)

Where are these calls being dialed from?
Munich / Germany

thuneke

Manuel

I still need to know how you are specifying the spelled number to be played to the customer. I will reply directly to your email so that you can send me your TTS also.

I am still looking into the ANI that you pass in being changed.

Please be aware that all voice jobs are dialed from the US and both the recipient number and the transfer number will be modified in order to do this.

Tom

m.riedmaier

Hi Tom,

is it purpose that i get a "Access denied" message while clicking on the link of the PM Email? (https://apiforums.easylink.com/user/71/contact)

We didn't set any number spelling. It's default of your services.

Today there were some trouble with the service, about 6 hours the calls were in status "awaiting setup"?! (See attached picture)

Our TTS is only

We spoke to your PreSales Consultant (Patrick Deubel) in Germany, who told us that there is a setup in the productive system to route the calls over a specific platform in order to display the number as 0049xxxxxxx.

That is okay. We noticed that many phones do not support Dual-tone multi-frequency. In order to that, we do not want to transfer our customers anymore and so we also need no spelling. Now we intend to measure how long the phone calls lasts (We read out various options and the customer has to hang up on his preferenced option) and based on this results decide what to do next, eg calling the customer back for support.

In summary, we are going to solve the problem in another fashion, all we need is a setup without the +1!

thuneke

Manuel

The "access denied" should be cleared up now.

The "Awaiting Setup" is because your Profile is on Eastern Time and it was in the blackout period until 9:00AM ET. Ask your PreSales to request your PT Profile to be localized for Germany. That should take care of the +1 also.

Tom