Sample - IVR Integration

Version 3

    Versions: 9.3.1 - current

    Product Availability: Responder

     

    This code sample illustrates how to programmatically communicate with Responder Data Services, which is necessary when integrating an IVR with Responder. This allows your Interactive Voice Response (IVR) to field customer calls and notify Responder about incoming calls. Responder may then, in turn, create incidents.

     

    This developer sample creates an executable (.exe) that acts as the IVR integration. The executable is an example; you may use a different method for integrating with your IVR. The sample code illustrates how your IVR integration and Responder Data Services communicate. This sample also uses a configuration file (IvrIntegration.exe.config) to share the .NET remoting information necessary to communicate with Responder Data Services. This file should point to the server that hosts Responder Data Services.

     

    This sample project creates a call for each customer account listed on the command line. How you get notification from the IVR that a customer has called will vary per IVR.

     

    IVRFlow.png
       This project sample illustrates how to make the IVR integration object communicate with Data Services



    Requirements:

    • Responder Client installation


    Additional Information:

    This sample does not discuss how an integration application might communicate with the IVR because this information will vary depending on the IVR. Below is a list of things to consider when determining how your integration application communicates with your IVR.

    • Does the IVR use an integration bus?
    • Can it create and call a COM object?
    • Can it call an external application?
    • Can it generate a file (e.g., XML)?
    • Does it write to a database?
    • Can a trigger call external systems?
    • Can the integration application poll for changes in the table?


    How to Implement:

    1. Open IvrIntegration.csproj and connect any broken references. The Miner.Responder.Shared (Program Files (x86)\Miner and Miner\Responder\Client) dll is required.
    2. Build the solution.


    Requires:

    All of the files shown below are required for the project to compile successfully.

     

    FileDescription
    IvrIntegration.csprojC# project containing the code to integrate your IVR with Responder
    ConsoleApplication.csClass module that contains the console application used to communicate with Responder Data Services
    App.configXML configuration file that specifies the .NET remoting settings required to communicate with Responder Data Services
    App.icoApplication icon
    AssemblyInfo.csAssembly metadata