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javasingle-sign-onivr

IVR Integration with that of vendor IVR system | SSO Implementation

all.

I am working in IVR development. My current project has a requirement to Integrate our IVR with that of the vendor's IVR system.

Scenario:

For the IVR portal, there would be a new functionality to make the payments through phone over the IVR. All the payment transaction is handled by a different vendor named "PaymentsMasterInc".

Currently, the flow is when the member dials in a certain number IVR asks account credential information i.e. account id, DOB and the authentication pin, once user is authenticated he/she can lookup the account info. With the new functionality there would be a new option, by choosing which the member can make the payment over the phone.

As soon the user chooses this option, the call need to be transferred over to the vendor's IVR system along with the the user's account info(account#, DOB and the pin ) so that the vendor IVR know which member is about to make the payment and the end caller need not to pass the account information again.

Any thoughts on how to implement this would be greatly appreciated.

Thanks..!!

Solution

  • You will need to provide more detailed information on the IVR and telephony systems involved to provide any detailed solution. But in general you could use a cloud-based computer-telephony-integration (CTI). The CTI will need to integrate in with the telephony system/switch on the IVR that receives the transfer. For this discussion we will call the IVR that initially receives the call IVR A and the one that receives the transfer and handles payment is IVR B. The telephony system on the IVR B side will need a DNIS pool. The number of DNIS's in the pool depends on the expected traffic volumes during peak times. The basic steps are:

    1. When IVR A is ready to transfer it makes a request to IVR B's CTI component that it is ready to make a transfer. At the time of the request it will send the data that IVR B needs (ex: account #, DOB, pin...).
    2. The CTI component responds back that it is ready to receive the call and what DNIS to use.
    3. IVR A transfers the call to the DNIS provided by the CTI component. When the CTI component recognizes a call on that DNIS it takes the associated data and passes it to IVR B on the port that the call is sent to.

    These CTI components need to be tightly integrated with the specif telephony system/switch used. Building these components from scratch is a rather large job and you may want to look at an off-the-shelf solution. Companies like Chrysalis Software and the major telephony providers usually have these types of solutions available.

    This solution can work for TDM and VoIP. But if you are using VoIP there are other techniques for transferring data directly with the call. If you are not experienced with CTI I would recommend getting the assistance of a knowledgeable systems integrator.