OmniMessaging Functional Description 8.3
OmniMessaging Functional Description
07/22/04 Opsol Integrators Inc. Confidential and Proprietary Page 58 of 68
The prompts are delivered to the central Tandem system and then propagated to all
the HP Open Call servers in real time. The update is almost instantaneous and with
this method the operator does not need to worry about inconsistency between the
servers. Custom messages can be recorded using standard phones.
21.3 Adding dynamic content to the prompt
The prompts can be sequenced to create the flow of static as well as dynamic data.
The dynamic prompts are also pre recorded but played based on business rules.
21.4 Retry busy numbers for outgoing calls
The OmniIVR solution can be used to broadcast customized messages to a large list
of users. The content in each message can be dynamically created for each message
based on business rules and results from the business application.
The OmniIVR solution will re queue busy numbers for later processing. Multiple
queues are configured for parallel processing.
If multiple touch points are configured for a person then the call will roll over to the
next preferred method to reach the user. These preferences are provisioned by the
administrator or the end user in advance. Web interfaces are provided for
provisioning.
E.g. user may select the rollover as
Cell phone
Land Line
Alternate Land Line
Email
Calls are retried based on a decay logic where time interval between every
successive retry is increased till the maximum number of retries are exhausted.
Retry attempts and the retry interval are configurable.
Internal communication errors, fail over etc are retried immediately.
21.5 Confirmed Delivery
The Opsol solution supports guaranteed delivery and the customer may optionally
enable this feature. This feature should be enabled for applications such as delivering
a statement, balance etc and should be disabled for emergency broadcasts. At the
time of an emergency broadcast it is recommend that this feature is disabled
because it increases the call setup time as well as the processing on all infrastructure
components. It is also important to reach the user in as many ways as possible to
increase success rates.
21.6 Call reporting / Auditing facility