Get Service average queue time

Get the service average queue time

$this->getServiceAWT($serviceCode)

Returns an integer that identifies the average waiting time in the queue, in seconds

<?php

$serviceCode = "service_code";
$awt = $this->getServiceAWT($serviceCode);

?>

Make sure you replace service_code with the service code for which to retrieve the average queue time.

Get the number of ready agents

Returns the number of ready agents

$this->getReadyAgents($serviceCode)

Returns an integer that identifies the number of ready agent for contact center services and power dialer services

<?php

$serviceCode = "service_code";
$readyAgents = $this->getReadyAgents($serviceCode);

?>

Make sure you replace service_code with the service code for which to retrieve the average queue time.

Get the number of queued calls

Returns the number of queued calls

$this->getQueueCalls($serviceCode)

Returns an integer that identifies the number of queued calls

<?php

$serviceCode = "service_code";
$queueCalls = $this->getQueueCalls($serviceCode);

?>

Make sure you replace service_code with the service code for which to retrieve the average queue time.

Get Ticket

Get the ticket from server that match this

$this->getTicket($contactUid, $serviceCode, $customFields = array(), $customDateFields = array(), $page = 1, $size = 1, $states = array("OPEN", "NEW"));

Return value is an object : {"tot" : 0,"result" : [ ]}

<?php

$clid = "external_number";
$vcard = $this->externalLookup($clid);
$contactUid = $vcard[0][VCardProperties::UID][0]["value"][0][0];

$result = $this->getTicket($contactUid, $ticketService, array("custom_value_1"), array("custom_value_date_1")); 

?>

Make sure to replace external_number with the external number to lookup, check externalLookup for explanation.

Add number to External Contact

$this->addNumberToExternalContact($vcard, $number, $telephonyProperty);

<?php

$clid = "external_number";
$vcard = $this->externalLookup($clid);
$number = "telephone_number";
$result = $this->addNumberToExternalContact($vcard, $number, TelephonyProperties::CELL_WORK); 

?>

Make sure to replace external_number with the number to lookup and telephone_number with the number to add. TelephonyProperties is the kind of number i'm adding. Add number result is true for success, false otherwise.

Insert Ticket

$this->createTicket($contactUid, $title, $service, $priority, $body, $customFields = array(), $customDateFields = array());

<?php

$clid = "external_number";
$vcard = $this->externalLookup($clid);
$contactUid = $vcard[0][VCardProperties::UID][0]["value"][0][0];
$title = "ticket_title";
$body = "ticket_body";
$result = $this->createTicket($contactUid, $title, $ticketService, 3, $body, array("custom_value_1"), array("custom_value_date_1")); 

?>

Make sure to replace external_number with the external number to lookup, check externalLookup for explanation. Replace ticket_title with the tiicket title. Ticket title is also article title. Replace ticket_body with the ticket text message

Send SMS

$this->sendSms($number, $text);

<?php


$text = "sms_text";
$number = "telephone_number";
$this->sendSms($number, $text);

?>

Make sure to replace sms_text with the sms text max 160 characters and telephone_number with mobile telephone number to send sms

Automatic Po

Load automatic po

Ivr_abot($val = array())

<?php
$voice = "male"
$welcome_msg = "text message"
$userOrServiceRequest = "text message",
$backup_service ="service_code"
$lookup_caller = "1"
$barge_in="0"
$mrcp_profile="profile name"
$this->Ivr_abot(array($welcome_msg,$backup_service));
?>

Make sure to replace backup_service with the service code.

$val = array($voice,$welcome_msg,$userOrServiceRequest,$backup_service,$lookup_caller,$barge_in,$mrcp_profile)

Lookup

Internal Lookup

Get contact from number, use it if the number is internal number

<?php

$clid = "internal_number";
$result = $this->internalLookup($clid);
$name = $result[VCardProperties::FN][0]["value"][0][0];

?>

Make sure to replace internal_number with the internal number to lookup, get properties with VCardPoperties. If result is null number not exist in internal addressbook

External Lookup

Get contact from number, use it if the number is external number

<?php

$clid = "external_number";
$result = $this->externalLookup($clid);
$name = $result[0][VCardProperties::FN][0]["value"][0][0];

?>

Make sure to replace external_number with the external number to lookup, get properties with VCardPoperties. If result is null number not exist in external addressbook

Send Alarm

Send alarm with specific priority level

sendAlarm($priority = 1, $message = "")

<?php

$priority = 1;
$message = "message";
$this->sendAlarm($priority,$message);

?>

Make sure to replace message with the custom message form alarm.

Play audio message

Use this function to play an audio message previously loaded on the TVox system.

Ivr_play($val = array())

<?php

$audioFile = "audio_message";
$result = $this->Ivr_play(array($audioFile, 0));
if($result[0] == TVOX_IVR_CALLER_EXIT){
  $this->RightExitIVR();
}

?>

Make sure to replace audio_message with the message to played.

In the example on the right side we can see $result[0] == TVOX_IVR_CALLER_EXIT` that check if caller hangup the call and $this->RightExitIVR() close call statistics with correct values.

$val = array($audioFile, $canInterrupt)

Set call variable

Use this function to save value into call and popup variable

Ivr_setvar($val = array())

<?php

define("CUSTOMER_CODE", "CUSTOMER_CODE");
$this->Ivr_setvar(array(CUSTOMER_CODE, "value"));

?>

Make sure to replace value with the value to save.

$val = array($variableName, $variableValue)

Get call variable

Get call variable value

Ivr_getvar($val = array())

<?php

define("CUSTOMER_CODE", "CUSTOMER_CODE");
$value = $this->Ivr_getvar(array(CUSTOMER_CODE));

?>

Get digits

Get digits from user interaction and save as call variable

Ivr_get_digit($val = array())

<?php

define("CUSTOMER_CODE", "CUSTOMER_CODE");
$fileName = "audio_file";
$maxDigitNumber = 10;
$timeoutDigit = 5;
$result = $this->Ivr_get_digit(array($fileName, $maxDigitNumber, CUSTOMER_CODE, $timeoutDigit));
if ($result[0] == TVOX_IVR_CALLER_EXIT) {
    $this->RightExitIVR();
}

?>

Get variable value after digits $value = $this->Ivr_getvar(array(CUSTOMER_CODE)); $result[0] == TVOX_IVR_CALLER_EXIT` check if caller hangup the call and $this->RightExitIVR() close call statistics with correct values.

$val = array($fileName, $maxDigits, $variableName, $timeoutDigits)

Choose option

Do a choice between array values digits

Ivr_choose_option($val = array())

<?php

$fileName = "audio_file";
$digits = array(1,2,3);
$timeoutDigit = 5;
$this->lastDigit = NULL;
$result = $this->Ivr_choose_option(array($fileName, $digits, null, $timeoutDigit));
if ($result[0] == TVOX_IVR_CALLER_EXIT) {
    $this->RightExitIVR();
}

$value = $this->lastDigit;

?>

Get digit selected with $value = $this->lastDigit;

$result[0] == TVOX_IVR_CALLER_EXIT` check if caller hangup the call and $this->RightExitIVR() close call statistics with correct values.

$val = array($fileName, $digits, $variableName, $timeoutDigits)

Play stored digits

Read variable and play digit saved

Ivr_saysaved($val = array())

<?php

define("CUSTOMER_CODE", "CUSTOMER_CODE");
$this->Ivr_saysaved(array(CUSTOMER_CODE));

?>

Check service is active

Check if service is Active

Ivr_check_service_active($servToCheck)

<?php

$serviceToCheck = "service_code";
$active = $this->Ivr_check_service_active($serviceToCheck);

?>

Make sure to replace service_code with the service code to check. Value $active is boolean

Transfer call to service

Transfer call to service

Ivr_load_serv($val = array())

<?php

$service = "service_code";
$this->Ivr_load_serv(array($service));
$this->RightExitIVR();

?>

Make sure to replace service_code with the service code to check. $this->RightExitIVR() close call statistics with correct values.

Transfer call to service advanced

Transfer call to service with advanced settings

Ivr_l_s_extend($val = array())

<?php

$servCode = "service_code";
$servLabel = "New label";
$servPriority = "1";
$servCallLimit = "5";
$servQueueLimit = "2";
$maxQueuedCallPercentage = "";
$servRecording = "1";
$servSkill1 = "skill1";
$servSkill2 = "skill2";
$servSkill3 = "skill3";
$servSkill4 = "";
$servSkill5 = "";
$this->Ivr_l_s_extend(array($servCode, $servLabel, $servPriority, $servCallLimit, $servQueueLimit, $maxQueuedCallPercentage, $servRecording, $servSkill1, $servSkill2, $servSkill3, $servSkill4, $servSkill5));
$this->RightExitIVR();

?>

Make sure to replace service_code with the service code to check. $this->RightExitIVR() close call statistics with correct values.

$val = array($servCode, $servLabel, $servPriority, $servCallLimit, $servQueueLimit, $maxQueuedCallPercentage, $servRecording, $servSkill1, $servSkill2, $servSkill3, $servSkill4, $servSkill5)

Call internal number

Call internal number

Ivr_dial($val = array())

<?php

$number = "internal_number";
$this->Ivr_dial(array($number));
$this->RightExitIVR();

?>

Make sure to replace internal_number with the internal number to call.
$this->RightExitIVR() close call statistics with correct values.

Call external number

Call external number

Ivr_dial_exter($val = array())

<?php

$extNumber = "external_number";
$timeToDial = "180";
$dialRetry = "3";
$callEnable = "1";
$this->Ivr_dial_exter(array($extNumber));
$this->RightExitIVR();

?>

Make sure to replace external_number with the external number to call.
Get call result with getDialResult() $this->RightExitIVR() close call statistics with correct values.

$val = array($extNumber, $timeToDial, $dialRetry, $callEnable);

Get dial result

Get dial result

getDialResult()

<?php

$result = $this->getDialResult();

?>

Play TTS text

Play text as audio

Ivr_speech_synthesize($val = array())

<?php

$textValue = "text_to_play";
$options = array("text" => $textValue, "language" => "it-IT","voice" => "Luca", "gender" => "male","profile" => "profile_name" );

$result = $this->Ivr_speech_synthesize($options);
if ($res[0] == TVOX_IVR_CALLER_EXIT || $res[0] == TVOX_IVR_FORCED_EXIT || $res[0] == TVOX_IVR_ERROR) {
  $this->RightExitIVR();
}

?>

If exit with this dial state TVOX_IVR_CALLER_EXIT, TVOX_IVR_FORCED_EXIT, TVOX_IVR_ERROR, close call statistics with correct values $this->RightExitIVR()

array("text" => $textValue, "language" => "it-IT","voice" => "Luca", "gender" => "male","profile" => "profile_name" );

Get value from caller speak

Recognize caller voice command based on grammar voice and get value.

Ivr_speech_recognition($val = array())

<?php

$fileName = "audio_file";
$grammar = "grammar.grxml";
$options = array("file" => $fileName, "grammar" => $grammar, "language" => "it-IT","voice" => "Luca", "gender" => "male","profile" => "profile_name" );

$result = $this->Ivr_speech_recognition($options);
if ($res[0] == TVOX_IVR_CALLER_EXIT) {
  $this->RightExitIVR();
}

$result = $this->Agi->get_variable(TVOX_RECOG_RESULT);
$value = $result["data"];

?>

Make sure to replace audio_file with the system audio file and grammar.grxml with the correct grammar If exit with this dial state TVOX_IVR_CALLER_EXIT, close call statistics with correct values $this->RightExitIVR()

Start call recording

Record call and store to file

Ivr_start_rec($clid, $dnis, $type = "O", $ivrDoMix = false, $recOnlyCallerChannel = false)

<?php

$clid = "clid_number";
$dnis = "dnis_number"
$type = "I";
$ivrDoMix = true;
$recOnlyCallerChannel = true;

$filenameRecorded = $this->Ivr_start_rec($clid, $dnis, $type, $ivrDoMix, $recOnlyCallerChannel);

$this->lastDigit = NULL;
$result = $this->Ivr_choose_option(array("", $digits, NULL, 1800));
if ($result[0] == TVOX_IVR_CALLER_EXIT) {
    $this->RightExitIVR();
}

if (isset($this->lastDigit) && $this->lastDigit != "") {
    $note="recording_note";
    $dest = $this->Ivr_stop_rec($note);
}

?>

If exit with this dial state TVOX_IVR_CALLER_EXIT, close call statistics with correct values $this->RightExitIVR()

Stop call recording

Stop call recording when started

Ivr_stop_rec($note = NULL, $buffer = false)

<?php

$note = "recording_note";

$destination = $this->Ivr_stop_rec($note);

?>

Make sure to replace recording_note with the note to attach file. $destination value is recorded file path

Update popup values

Updates the popup data referring to the particular call

set_collect_data($data)

<?php

$data = "value=12345";

$this->set_collect_data($data);

?>

Send DTMF

Send DTMF digit to call

Ivr_send_dtmf($val = array())

<?php

$dtmf = array("1");

$this->Ivr_send_dtmf($dtmf);

?>

Load service voicemail

Load service's voicemail

Ivr_voicemail($val = array())

<?php

$this->Ivr_voicemail();
$this->RightExitIVR();

?>

$this->RightExitIVR() close call statistics with correct values.

Load service if in calls limit

Loads the service if number calls not exceeded limit

Ivr_countcall($val = array())

<?php

$actionService = "service_code";
$serviceToMonitor = "monitor_service_code";
$whatCount = "GLOBAL_CALL_COUNT";
$limit = 10

$this->Ivr_countcall(array($limit, $whatCount, $serviceToMonitor, $actionService));

?>

array($limit, $whatCount, $serviceToMonitor, $actionService)

Check if call channel is up

Check if call channel is active

Ivr_isChannelUp()

<?php

$channelUp = $this->Ivr_isChannelUp();

?>

$ channelUp returns a Boolean value: true if channel active, false otherwise

Hangup call

Hangup current call

Ivr_hangup($val = null)

<?php

$this->Ivr_hangup();
$this->RightExitIVR();

?>

$this->RightExitIVR() close call statistics with correct values.

Exit with error

Exit from Ivr and set Error in statistics

Ivr_error()

<?php

$this->Ivr_error();

?>

Exit with good state

Exit from Ivr with correct state for statistics

RightExitIVR($start = null)

<?php

$this->RightExitIVR();

?>

Update call statistics

<?php

$startTime = time();
$node = -100;
$name = "Inserimento codice cliente"
$service = "service_to_report"
$version = "1.0"

$this->incrementCustomStatistics($startTime, $node, $name, NULL, $service, $version);

?>

It updates the call statistics by creating a report on custom nodes, the function keeps track of the time spent on the node and the number of passes, versioning the node.

incrementCustomStatistics($startTime, $node, $name, $description = NULL, $service = NULL, $version = "System")

Log

To access log, need enable windows sharing on TVox web interface.
After enabling it, we can see the logs on the folder by logging in with the default username and password (ivrcustom: ivrcustom) via share samba.

Default log is info, to enable full log open asterisk cli from tamadmin user.

when the asterisk cli is shown put command:

dialplan set global TVOX_DEBUG 3

if need show fatal errors need enable asterisk agi:

agi set debug on

Info

Log level INFO

info($msg, $debug_val = false, $val = array())

<?php

$this->info("log_message");

?>

Make sure to replace log_message with the message to log.

If need dump variable to info log use

info_var_dump($msg, $val = array())

<?php

$value = array("1","2","3");
$this->info_var_dump("log_message",$value);

?>

Make sure to replace log_message with the message to log. Dump variable Array or Object to log message

Debug

Log level DEBUG

debug($msg, $debug_val = false, $val = array())

<?php

$this->debug("log_message");

?>

Make sure to replace log_message with the message to log.

If need dump variable to debug log use

debug_var_dump($msg, $val = array())

<?php

$value = array("1","2","3");
$this->debug_var_dump("log_message",$value);

?>

Make sure to replace log_message with the message to log. Dump variable Array or Object to log message

Trace

Log level TRACE

trace($msg, $debug_val = false, $val = array())

<?php

$this->trace("log_message");

?>

Make sure to replace log_message with the message to log.

If need dump variable to trace log use

trace_var_dump($msg, $val = array())

<?php

$value = array("1","2","3");
$this->trace_var_dump("log_message",$value);

?>

Make sure to replace log_message with the message to log. Dump variable Array or Object to log message

Variables

Library variables

Agi variables

Is possible get variables from agi, some variables are:

To get this values use this code:

<?php

$clid = $this->Agi->request["agi_callerid"];
$dnis = $this->Agi->request["agi_dnid"];
$callId = $this->Agi->request["agi_uniqueid"];
$serviceCode = $this->Agi->request["agi_extension"];  

?>

Dial Result

Asr variables

TVOX_RECOG_RESULT can have some values:

• NO_INPUT
• NO_MATCH
• OK
• ERROR

TTS Variables

Library Variables

VCard Properties

Telephony Properties

Changelog

2.3.7 - 2.4.7

• Add methods getQueueCalls and getReadyAgents

2.4.6

• Add method lookupByProperty

2.3.6

• Add custom statistics function

2.3.5

• Added Average Queue Time function

2.3.4

• Added get Ticket function
• Added increment custom node statitics function

2.3.3

• Add automatic po function, needed TTS and ASR to execute this.
• Add ticket creation function
• Add sendSms Function
• Add addNumberToExternalContact to add a telehpne number to existing contact

2.3.2

• Add internalLookup and externalLookup function to get contact from TVox Addressbook

2.3.1

• Add sendAlarm function to send Alarm with specific priority