Dynamic IVR call transfer callback

Callback triggers:

• If the key-press query for transfer is disabled, the callback is triggered immediately when an inbound call is received.

• If the key-press query for transfer is enabled, the callback is triggered after the IVR prompt plays and the user finishes pressing keys.

The call transfer callback API can be used in the following scenarios:

• Multiple agents or service staff use the same number for outbound voice calls. When a user who received a call calls that number back, the inbound call can be transferred to a specific agent's number. This allows for precise customer service.

• A shopping platform with multiple small merchants can provide a single, unified inbound service number and extension numbers for each merchant. When a user calls the service number, they are prompted to press keys to transfer the call to a specific merchant's extension. This allows the platform to offer a unified service number and quickly provide customer service hotlines for many small and medium-sized businesses. This feature is also useful for corporate switchboards to handle simple extension transfers.

You can enable the dynamic IVR call transfer feature by setting the inbound call type to dynamic IVR and specifying a URL.

1. Log on to the Voice Service console.

2. In the left navigation pane, choose General Settings.

3. On the Configure Call Settings tab, click Modify Global Settings or click Add Incoming Configuration for Specified Number.

4. Set Configuration Type to Dynamic IVR.

5. You can enter the URL.

   This URL is a user-defined HTTP address for retrieving the transfer number. When a callback event is triggered, Voice Service collects call information and automatically adds this information as fixed request parameters to the URL before sending a request.

   Use the following format:

   http://IP_address:port/test?action=getTransferNumber

   Example with added parameters:

   http://10.10.10.1:7001/test?action=getTransferNumber&caller=1700000****&serviceNumber=05108348****&timestamp=1691402001&uuid=7e34bb6c-ec99-11e8-b18b-af10dc1a7640&dtmf=123

   Note

   The IP address must be a public IP address.

6. To set the inbound configuration for a specific number, select the Company Name and Called Number.

7. Select the audio prompts for Playback Upon Failure to Access URL, Playback When the Queried Extension Does Not Exist, and Call Forwarding Audio.

8. Click to enable the Forbidden Call Forwarding Period. You can then select a Forbidden call forwarding period and the audio for Playback Upon Prohibited Call Forwarding.

9. To enable querying for transfers by key press, turn on Call Forwarding for Touchtone Query and configure the parameters.

   Configuration	Description
   Initial inbound call playback	The audio that plays after the called number is connected.
   No key press timeout playback	The audio that plays when the waiting time for a key press expires.
   No key press timeout duration	The duration to wait for the user to press a key.
   Hang up after timeout count	The maximum number of timeouts.
   Replay key configuration	The key to press to replay the audio file.
   Input end key configuration	The key to press to end the input.

10. Click Confirm Modification.

During a call, Voice Service automatically adds the following fixed parameters to the URL request.

The following examples show responses in JSON format:

• Successful call:

  {
  "result":"success",
  "msg":"Success",
  "data":{"called":"1390000****",
          "showNumber":"057100005848"}
  }

• Failed call:

  {"result":"fail","msg":"fail reason","data":{}}