1      IVR 实现

1.1       简单IVR配置

1：进入System Recordings，上传wav语音文件。语音文件必须是音频采样为16位。音频采样级别8kHz。使用PCM编码。

2：进入freepbx IVR模块，建立菜单

3：对入特殊设置可以加入customer-app。自定义的app。这样可以满足需求。

1.2       一个IVR实例

1.2.1   IVR实例描述

拨打进入号61302350进入XX公司，首先播放欢迎进入公司录音。然后提示：

1：按1进入销售座席队列

2：按2进入技术支持座席队列

3：按任意分机号直接拨打

4：获得公司通讯录按#

1.2.2  实例脚本实现

1：配置拨打呼叫号进行IVR。

exten => 61302350,1,Goto(ivr-2,s,1)

2：配置ivr-2 context

[ivr-2]

include => ivr-2-custom

include => ext-findmefollow

include => ext-local

include => app-directory

exten => #,1,dbDel(${BLKVM_OVERRIDE})

exten => #,n,Set(__NODEST=)

exten => #,n,Goto(app-directory,#,1)

exten => h,1,Hangup

exten => s,1,Set(LOOPCOUNT=0)

exten => s,n,Set(__DIR-CONTEXT=)

exten => s,n,Set(_IVR_CONTEXT_${CONTEXT}=${IVR_CONTEXT})

exten => s,n,Set(_IVR_CONTEXT=${CONTEXT})

exten => s,n,GotoIf($["${CDR(disposition)}" = "ANSWERED"]?begin)

exten => s,n,Answer

exten => s,n,Wait(1)

exten => s,n(begin),Set(TIMEOUT(digit)=3)

exten => s,n,Set(TIMEOUT(response)=10)

exten => s,n,Background(custom/qqtech2)

exten => s,n,WaitExten(,)

exten => hang,1,Playback(vm-goodbye)

exten => hang,n,Hangup

exten => 1,1,dbDel(${BLKVM_OVERRIDE})

exten => 1,n,Set(__NODEST=)

exten => 1,n,agi(agi://218.16.124.234/queue.agi?extern=7707499&timeout=10&retry=3&sayDig=1)

exten => 2,1,dbDel(${BLKVM_OVERRIDE})

exten => 2,n,Set(__NODEST=)

exten => 1,n,agi(agi://218.16.124.234/queue.agi?extern=7707499&timeout=10&retry=3&sayDig=1)

exten => 3,1,dbDel(${BLKVM_OVERRIDE})

exten => 3,n,Set(__NODEST=)

exten => 4,n,GotoIf($["x${IVR_CONTEXT_${CONTEXT}}" = "x"]?from-did-direct,200,1:${IVR_CONTEXT_${CONTEXT}},return,1)

exten => i,1,Playback(invalid)

exten => i,n,Goto(loop,1)

exten => t,1,Goto(loop,1)

exten => loop,1,Set(LOOPCOUNT=$[${LOOPCOUNT} + 1])

exten => loop,n,GotoIf($[${LOOPCOUNT} > 2]?hang,1)

exten => loop,n,Goto(ivr-2,s,begin)

exten => return,1,Set(_IVR_CONTEXT=${CONTEXT})

exten => return,n,Set(_IVR_CONTEXT_${CONTEXT}=${IVR_CONTEXT_${CONTEXT}})

exten => return,n,Goto(ivr-2,s,begin)

exten => fax,1,Goto(ext-fax,in_fax,1)

1.3       IVR同第三方APP联合编程

1.3.1    IVR配置FastAgi

如果在IVR中需要第三方App支持，这是最常见的实现方法。如有一个实例，

1：请输入用户名并以#号结束(用户输入)

2：请输入密码并以#号结束(用户输入)

3：核对用户名和密码

4：返回结果

实现原理：当输入用户名和密码后，把用户名和密码做为一个临时变量保存。用户名和密码很明显同asterisk无关，需要交给第三方APP处理。设置我们的FastAgi服务器为127.0.0.1。发送出类似的命令:

agi(agi://127.0.0.1/checkpasswd.agi?username=${username}&password=${password}

当AGI接收到此请求时，处理。并把外理结果存储到变量当中，返回。伪代码如下：

String username = agirequest.getParamer(“username”);

String password= agirequest.getParamer(“password”);

Int result =checkUser(username,password);

agiChannle.SerVar(“CHECKRESULT”,result);

if(result==-1)//用户不存在

{

agiChannle.StreamFile(“user is not exist”);

}else if(result==2){//密码不正确

agiChannle.StreamFile(“password is not right”);

}

return;

脚本通过 ${ CHECKRESULT }来查看返回值，进行相应的处理

1.3.2    在通话中触发IVR

有时需要在第三方APP中触发IVR。如在通话过程中需要对方输入用户名和密码。实例如下：

1：在通话过程中，座席按1，向对方播放语音提示对方输入用户名和密码

2：进入 IVR配置FastAgi 中的实例

3：如果核对正确，回来继续通话

实现原理

在通话过程中，要响应对方的输入，需要调用waitExtern命令。

实现伪代码：

int result = agiChannel.Dial();//拨号

if(result==-1)

{

       int result = agiChannel.sendCmd(ivr-4,1)

}

进入ivr-4，当前通话不断，ivr-4中等待用户输入，ivr-4中伪脚本.

[ivr-4]

include => ivr-4-custom

include => ext-findmefollow

include => ext-local

include => app-directory

exten => h,1,Hangup

exten => s,1,Set(LOOPCOUNT=0)

exten => s,n,Set(__DIR-CONTEXT=default)

exten => s,n,Set(_IVR_CONTEXT_${CONTEXT}=${IVR_CONTEXT})

exten => s,n,Set(_IVR_CONTEXT=${CONTEXT})

exten => s,n,GotoIf($["${CDR(disposition)}" = "ANSWERED"]?begin)

exten => s,n(begin),Set(TIMEOUT(digit)=3)

exten => s,n,Set(TIMEOUT(response)=10)

exten => s,n,WaitExten(,)

exten => hang,1,Playback(vm-goodbye)

exten => hang,n,Hangup

exten => 1,1,dbDel(${BLKVM_OVERRIDE})

exten => 1,n,Set(__NODEST=)

exten => 1,n,Goto(from-did-direct,3001,1)

exten => 2,1,dbDel(${BLKVM_OVERRIDE})

exten => 2,n,Set(__NODEST=)

exten => 2,n,Goto(from-did-direct,3009,1)

exten => i,1,Playback(invalid)

exten => i,n,Goto(loop,1)

exten => t,1,Goto(loop,1)

exten => loop,1,Set(LOOPCOUNT=$[${LOOPCOUNT} + 1])

exten => loop,n,GotoIf($[${LOOPCOUNT} > 2]?hang,1)

exten => loop,n,Goto(ivr-3,s,begin)

exten => return,1,Set(_IVR_CONTEXT=${CONTEXT})

exten => return,n,Set(_IVR_CONTEXT_${CONTEXT}=${IVR_CONTEXT_${CONTEXT}})

exten => return,n,Goto(ivr-3,s,begin)

exten => fax,1,Goto(ext-fax,in_fax,1)

后继步骤见IVR配置FastAgi