IVR Interactive Voice Response

This section of our technical library presents information and documentation relating to IVR and interactive voice response software as well as automatic call answering solutions. Business phone systems and toll free answering systems (generally 800 numbers and their equivalent) are very popular for service and sales organizations, allowing customers and prospects to call your organization anywhere in the country. Our PACER and Wizard IVR systems add another dimension to our call center phone system solutions. An Interactive Voice Response (IVR) processes inbound phone calls, plays recorded messages including information extracted from databases and the internet, and potentially routes calls to either in-house service agents or transfers the caller to an outside extension.

IVR Log Data

struct IrsApiLogDataResponse{ // IRS_RT_LOGDATA

    int  operation;

    char data[(sizeof(IVRLOG) - ((LOG_CELL_LENGTH * LOG_NUMBERCELLS) + (LOG_DATA_LENGTH + 10))) + 1];

};

The IrsApiLogDataResponse.operation flag is interpreted as follows:

IRSAPI_OP_FIRSTRECORD – IrsApiLogDataResponse.data contains the first record in what might be a multiple record transmission (188 bytes).

IRSAPI_OP_RECORD - IrsApiLogDataResponse.data contains the first half of an IVR log record (188 bytes).

IRSAPI_OP_DIGITS - IrsApiLogDataResponse.data contains the “digits” portion of an IVR log record (128 bytes).

IRSAPI_OP_DONERECORD – No more records are forthcoming for the data request.  IrsApiLogDataResponse.data is undefined (no data record sent).

IRSAPI_OP_FIRSTCELL – IrsApiLogDataResponse.data contains the first user-defined cell for the most recently received IVR log file record, in what might be a multiple cell transmission (32 bytes).

IRSAPI_OP_CELL - IrsApiLogDataResponse.data contains a cell (32 bytes).

IRSAPI_OP_DONECELLS - No more cells are forthcoming for the current IVR log data record.  IrsApiLogDataResponse.data is undefined (no cell sent).

IVR Log Data Retrieval Example

 (dimensioned for a maximum of 100 records and 100 cells per record):

    char m_Buffer[512]; // more than large enough

    char m_LogDataRecord[100][317]; // extra byte for null termination

    char m_CellRecord[100][100][33];

    static char l_Buffer[sizeof(struct IrsApiResponse)];

    static struct IrsApiResponse * mainResponse =

                 (IrsApiResponse *)&l_Buffer;

    static struct IrsApiLogDataResponse * logResponse =

                 (IrsApiLogDataResponse *)mainResponse->value;

    int numRecords;

    int numCells[100];

    int recordIndex;

    int cellIndex;

    if(IRSMessage(m_Buffer, 10)){

      IRSDecode(m_Buffer, mainResponse);

      switch(mainResponse->type){

        case IRSAPI_RT_PONG:

        {

//        the server is running…

        }

        break;

        case IRSAPI_RT_LOGDATA:

        {

          switch(logResponse->operation){

            case IRSAPI_OP_FIRSTRECORD:

            {

               recordIndex = 0;

//             188 bytes + null terminator

               strcpy(m_LogData[recordIndex],logResponse->data);

            }

            break;

            case IRSAPI_OP_RECORD:

            {

//             188 bytes + null terminator

               strcpy(m_LogData[++recordIndex],logResponse->data);

            }

            break;

            case IRSAPI_OP_DIGITS:

            {

//             128 bytes + null terminator

               strcpy(&m_LogData[recordIndex][188],logResponse->data);

            }

            break;

            case IRSAPI_OP_FIRSTCELL:

            {

               cellIndex = 0;

//             32 bytes + null terminator

               strcpy(m_CellData[recordIndex][cellIndex],

                      logResponse->data);

            }

            break;

            case IRSAPI_OP_CELL:

            {

//             32 bytes + null terminator

               strcpy(m_CellData[recordIndex][++cellIndex],

                      logResponse->data);

            }

            break;

            case IRSAPI_OP_DONECELLS:

            {

//            all done with cells for this record

              numCells[recordIndex] = cellIndex + 1;

            }

            break;

            case IRSAPI_OP_DONERECORD:

            {

               numRecords = recordIndex + 1; // all done

            }

            break;

        }

        break;

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