Changing the stage of the process in view of ivr

Good day, if you are talking about the status of the call itself in telephony, then this question should be forwarded to Nextel

The status of the call does not change, the status is noanswer. But some of those in the noanswer status press 1 in the voice menu, and some do not. Nextel (unitalk) offered the following option: Has button 1 been pressed? We are able to transfer this information using webhooks, webhook documentation at: https://unitalk.cloud/uk/api-references/#vebhykii If the CRM is able to accept webhooks, the information will be received correctly. Maybe as an option to fill in an additional field in this way, and then redirect to the stage depending on the filled field?

Well, they should push the call to us after it's finished and there should be information about its IVR. Let's add more specifics to the question. Give a link to some call in a specific box where this menu was called and some button was pressed. I'll see what came in on this call and depending on that we'll move on.

https://hocss.1b.app/app/event/830/

Нам по нему пришло 2 таких пуша [2024-11-04 12:16:10] host: hocss.1b.app url: /nextel/push/ contentID: nextel-push point: /shop.starter.php engine_sessionid: 1730715370_8512 data: {"event":"CALL_NEW","projectName":"1552","call":{"outerNumber":"380573415813","utmSource":null,"utmMedium":null,"utmCampaign":null,"utmTerm":null,"utmContent":null,"googleId":null,"facebookClientId" :null,"gclid":null,"cdid":null,"referer":null,"ip":null,"lastUrl":null,"meta":null,"id":1519000191,"dbid":null,"from":"380988373080","to":[],"lastGroupName":null,"direction":"IN","secondsFullTime":0,"seco ndsTalk":0,"callback":false,"date":"2024-11-04 12:16:10","state":null,"link":null,"source":"REGULAR","cause":null,"hasSeparateRecords":false}} [2024-11-04 12:16:24] host: hocss.1b.app url: /nextel/push/ contentID: nextel-push point: /shop.starter.php engine_sessionid: 1730715384_7016 data: {"event":"CALL_END","projectName":"1552","call":{"outerNumber":"380573415813","utmSource":null,"utmMedium":null,"utmCampaign":null,"utmTerm":null,"utmContent":null,"googleId":null,"facebookClientId" :null,"gclid":null,"cdid":null,"referer":null,"ip":null,"lastUrl":null,"meta":null,"id":1519000191,"dbid":1289,"from":"380988373080","to":["380573415813"],"lastGroupName":null,"direction":"IN","secondsFul lTime":13,"secondsTalk":0,"callback":false,"date":"2024-11-04 12:16:10","state":"NOANSWER","link":null,"source":"REGULAR","cause":16,"hasSeparateRecords":false}} телефония может во второй пуш (event:CALL_END) прислать информацию о том какие кнопки нажимались юзером?

telephone answer: UniTalk Denys???? Yes, you can transmit the button that was pressed in the voice menu. { "ivrName":"Distribution by departments", // Name of the voice menu "from":"380971234567", // Subscriber's phone number "outerNumber":"380441234567", // The outside line that was used to make or receive the call. Contains the site name in the case of a callback "pressedDigit":2, // Digit pressed by the caller. Can be null "actionType": "MAIN", // Action type. "MAIN" - main action, "NO_CHOICE" - no choice action, "WRONG_DIGIT" - wrong choice action "projectName": "myproject", // Name of the project "utmCampaign": "sale2021", // Analytics tags. Can be null "utmSource": "google", // Analytics tags. Can be null "utmMedium": "email", // Analytics tags. Can be null "utmTerm": "term", // Analytics tags. Can be null "utmContent": "content", // Analytics tags. Can be null "googleId": "11111.11111", // Analytics tags. Can be null "facebookClientId": "fb.1.1234567890" // Analytics tags. Can be null } Please tell me what format for the CALL_END event the OneBox service needs to correctly process the provided data?

As I understand it, it is necessary to transfer this: "pressedDigit":2, // The digit pressed by the subscriber. Can be null

[quote] Дворак Микола Papidu Digital Agency писал/а: CALL_END [/quote] в тот что выше {"event":"CALL_END","projectName":"1552","call":{"outerNumber":"380573415813","utmSource":null,"utm Medium":null,"utmCampaign":null,"utmTerm":null,"utmContent":null,"googleId":null,"facebookClientId" :null,"gclid":null,"cdid":null,"referer":null,"ip":null,"lastUrl":null,"meta":null,"id":1519000191,"db id":1289,"from":"380988373080","to":["380573415813"],"lastGroupName":null,"direction":"IN","secondsFul lTime":13,"secondsTalk":0,"callback":false,"date":"2024-11-04 12:16:10","state":"NOANSWER","link":null,"source ":"REGULAR","cause":16,"hasSeparateRecords":false}} добавьте поле pressedDigit и все)

i.e. in the request that is already coming to us, add one field with a button, then we can modify it so that it is written in the additional field of the event and after that transferred to the task or wherever it is needed.

Added. Here is the test event https://hocss.1b.app/app/event/1090/

I write to you "add the button click result to the CURRENT event creation request". You ignore and add a NEW request with the ivr result (which I did not ask for) and do not add the same information to the request after the event ends. [2024-11-07 12:19:19] host: hocss.1b.app URL: /nextel/push/ contentID: nextel-push point: /shop.starter.php engine_sessionid: 1730974759_4709 data: { "event": "IVR_ACTION", "projectName": "1552", "call": { "outerNumber": "380573415813", "id": "1495207112", "dbid": "1551", "from": "380988373080", "to": ["380988373080"], "direction": "IN", "secondsFullTime": "0", "secondsTalk": "0", "date": "2024-11-07 12:19:04", "state": "DIALING", "link": "", "source": "REGULAR", "cause": "", "pressedDigit": "1" } } [2024-11-07 12:19:23] host: hocss.1b.app URL: /nextel/push/ contentID: nextel-push point: /shop.starter.php engine_sessionid: 1730974763_579 data: {"event":"CALL_END","projectName":"1552","call":{"outerNumber":"380573415813","utmSource":null,"utmMedium":null,"utmCampaign":null, "utmTerm":null,"utmContent":null,"googleId":null,"facebookClientId" :null,"gclid":null,"cdid":null,"referer":null,"ip":null,"lastUrl":null,"meta":null,"id":1495207112,"dbid":1551 ,"from":"380988373080","to":["380573415813"],"lastGroupName":null,"direction":"IN","secondsFul lTime":19,"secondsTalk":0,"callback":false,"date":"2024-11-07 12:19:04","state":"NOANSWER","link":null,"source ":"REGULAR","cause":16,"hasSeparateRecords":false}} If you can’t do it, well write that I can’t, why write that you did it if no one did anything? I see that you already have an action set up to create events once per minute, it should ideally create a new task for you for this event, what do you want to change in this case?

Here is the correspondence with their support (I have attached 2 screenshots). They indicated what they added. Yes, if the event creation action is configured once per minute, it creates a new task for this event. But the question is to add to the additional field information whether the button was pressed or not. And as far as I can see, it seems to already be there (screen attached) [file]22974[/file] [file]22975[/file] The bottom line is that the client who did not press the button alone should become disabled, and those who did should be tasked. If we have a number in the additional field, we can check the value and change the stage [file]22974[/file] [file]22975[/file] [file]22974[/file] [file]22975[/file] [file]22974[/file] [file]22975[/file]

Here, if I understood correctly, comes the number that was pressed [file]22976[/file] [file]22976[/file]

Sent your request to telephony support, here is their response: As far as I understand Oneboh support wants us to remove sending webhook after ivr. And we left the current integration webhooks to which we will add a new field with a "button" Now we will enter the settings, please wait

Telephony Support Answer: UniTalk Dmytro???? Checked the information and made several test calls. Currently, the value of the digit pressed by the subscriber can only be correctly transmitted with the help of the second request with the IVR result. I suggest testing the following logic: We changed the value of the event to CALL_END, which will be transmitted after the end of the IVR to Onebox with the value of the number pressed by the subscriber. At the end of the call, the exact same webhook will be sent, however, without the value of the number pressed by the caller. Please check with Onebox support whether they will be able to correctly process 1 request that arrives after the end of the IVR and ignore the next identical request without the value of the number pressed by the subscriber. Or return to the original logic: where there will be a standard request to create an event and another one with the ivr result and the number the subscriber pressed

[quote] let him cook OneBox production писал/а: [2024-11-07 12:19:23] host: hocss.1b.app url: /nextel/push/ contentID: nextel-push point: /shop.starter.php engine_sessionid: 1730974763_579 data: {"event":"CALL_END","projectName":"1552","call":{"outerNumber":"380573415813","utmSource":null,"utmMedium":null,"utmCampaign":null, "utmTerm":null,"utmContent":null,"googleId":null,"facebookClientId" :null,"gclid":null,"cdid":null,"referer":null,"ip":null,"lastUrl":null,"meta":null,"id":1495207112,"dbid":1551 ,"from":"380988373080","to":["380573415813"],"lastGroupName":null,"direction":"IN","secondsFul lTime":19,"secondsTalk":0,"callback":false,"date":"2024-11-07 12:19:04","state":"NOANSWER","link":null,"source ":"REGULAR","cause":16,"hasSeparateRecords":false}} [/quote] они не могут просто изменить событие CALL_END и добавить в него ivrdata? например чтобы пуш стал такой {"event":"CALL_END","projectName":"1552","call":{"outerNumber":"380573415813","utmSource":null,"utmMedium":null,"utmCampaign":null, "utmTerm":null,"utmContent":null,"googleId":null,"facebookClientId" :null,"gclid":null,"cdid":null,"referer":null,"ip":null,"lastUrl":null,"meta":null,"id":1495207112,"dbid":1551 ,"from":"380988373080","to":["380573415813"],"lastGroupName":null,"direction":"IN","secondsFul lTime":19,"secondsTalk":0,"callback":false,"date":"2024-11-07 12:19:04","state":"NOANSWER","link":null,"source ":"REGULAR","cause":16,"hasSeparateRecords":false},"ivdata":{"pressedDigit":1}} ? нам неудобно из нескольких разных пушей собирать по кусочкам данные о событии. Если они не могут это сделать, я сделаю это с нашей стороны но это будет на несколько часов дороже. Так же прошу ответить Вас на вопрос "Я бачу, що у Вас зараз вже налаштована дія зі створення подій раз на хвилину, вона по ідеї повинна створювати вам нове завдання по цій події, що Ви хочете змінити в даному випадку?"

[quote] I also ask you to answer the question "I see that you currently have an action set up to create events once per minute, it should create a new task for you for that event, what do you want to change in this case?" [/quote] We need that: the task created from the call without the button pressed, comes and goes to the "invalid" stage, and with the button pressed, remains "in work"

I sent a request for telephony, I am waiting for a response

Answer from telephony: Unitalk Ivan ???? We clarified the information from the developers - we can transmit the value of the pressed button only if we send a webhook from the voice menu itself - that is, the action will be IVR_ACTION, not CALL_END. This is due to the fact that in the case when several voice menus are used in a call, it will be difficult to determine which value must be transmitted

[quote] Dvorak Mykola Papidu Digital Agency wrote: This is due to the fact that when the voice menu is selected, the number of voice menus is selected - there will be complexity due to this, and the most important value must be transmitted [/quote] Well, probably each voice menu has its own unique identifier or name. Accordingly, you can send an associative array in the form identifier/name of the voice menu -> value of the button that was pressed. For example, if you have 3 voice menus, the request may look like this: {"event":"CALL_END","projectName":"1552","call":{"outerNumber":"380573415813","utmSource":null,"utmMedium":null,"utmCampaign":null, "utmTerm ":null,"utmContent":null,"googleId":null,"facebookClientId" :null,"gclid":null,"cdid":null,"referer":null,"ip":null,"lastUrl":null,"meta":null,"id":1495207112,"dbid":1551 ,"from":"380988373080","to":["380573415813"],"lastGroupName":null,"direction":"IN","secondsFul lTime":19,"secondsTalk":0,"callback":false,"date":"2024-11-07 12:19:04","state":"NOANSWER","link":null,"source ":"REGULAR","cause":16,"hasSeparateRecords":false},"ivdata":{"ivrname1":{"pressedDigit":1},"ivrname2":{"pressedDigit":7},"ivrname3 ":{"pressedDigit":4}}} from this request it is quite clear that for the voice menu with the name ivrname1 button 1 is pressed, for ivrname2 - button 7, for ivrname3 - button 4. This is an example of how you can transmit data to several menus at the same time (if there is a desire, as they say). If telephone operators have similar problems and descriptions of why it is difficult to do, they probably have little desire to pass this information to CALL_END. [quote] Dvorak Mykola Papidu Digital Agency wrote: [quote] I also ask you to inform you about food “I understand that you have already set up a task with your creations for the time being, so it’s up to you to create a new task for this purpose, what do you want to change in this situation?” [/quote] We need to: create a callback without a pressed button, arriving at the “invalid” stage, and with a pressed one, leaving the “in operation” [/quote] I can do it in 5 hours of revision. On our part, information on the pressed buttons from a separate request will be remembered and after a push at the end of the call, it will be automatically substituted into the additional event field. After that, I will refine it so that in the action that creates a task when the value of the additional event is XXX (in this case, there will be a sent number after ivr), the task will switch to the selected status. Issue an invoice?

Telephone answer. Please check, if we cannot resolve this issue, then of course we will have to work it out. Thank you Unitalk Ivan ???? Currently, the sending of information regarding the client's choice in the IVR is implemented exactly in such a way that it is sent when working directly from the voice menu itself. If on the OneBox side it is not possible to process requests other than Call-END, we can send a request to your manager regarding the finalization of the functionality from our side and the sending of information when the button is pressed and the voice menu

In any case, we will need to improve it to accept this value and then switch the order. The difference is literally 1-2 hours if you accept it with one request or different ones. I think we shouldn't wait for telephony, let's just finish it

Ok. Let's go.

[quote] let him cook OneBox production писал/а: [2024-11-07 12:19:19] host: hocss.1b.app url: /nextel/push/ contentID: nextel-push point: /shop.starter.php engine_sessionid: 1730974759_4709 data: { "event": "IVR_ACTION", "projectName": "1552", "call": { "outerNumber": "380573415813", "id": "1495207112", "dbid": "1551", "від": "380988373080", "to": ["380988373080"], "direction": "IN", "secondsFullTime": "0", "secondsTalk": "0", "date": "2024-11-07 12:19:04", "state": "DIALING", "link": "", "source": "REGULAR", "cause": "", "pressedDigit": "1" } [/quote] Добрый день. Сейчас вместо пушей выше вижу такие. Т.е. "event": "{{CALL_END}}". Верните пожалуйста просто на IVR_ACTION, как было до этого. Спасибо. [2024-11-14 13:34:18] host: hocss.1b.app url: /nextel/push/ contentID: nextel-push point: /shop.starter.php engine_sessionid: 1731584058_1310 data: { "event": "{{CALL_END}}", "projectName": "1552", "call": { "outerNumber": "чччч", "id": "1935590317", "dbid": "2083", "from": "ччч", "to": ["чччч"], "direction": "IN", "secondsFullTime": "3", "secondsTalk": "0", "date": "2024-11-14 13:34:15", "state": "NOANSWER", "link": "", "source": "REGULAR", "cause": "16", "pressedDigit": "" } }

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