VOIP - is this feature possible?

[SourChocolate]

Hi,

I'd like to know whether the following option is possible in a VOIP set up.

User calls a local number, recorded message asks them to enter a 5-digit pin/code and upon pressing # (or something like that) they are subsequently forwarded to a predefined destination (local number). This would be one-to-one match, i.e. users calling a given number, would be always redirected to the same number.
Subsequently, I'd need to know number of calls split by pin/code used. Ideally, automated in some way, i.e. API etc.

The purpose of this is call & source tracking. I appreciate that asking users for entering PIN is not ideal, so maybe there are other sensible options available? Essentially, we need to track calls by source and automate it in some way.

 

[SourChocolate]

Alternatively, destination number dependent on code used, so one-to-many setup. Codes would be 5 or 6 digits though.

 

[ServWise]

Take a look at http://www.asterisk.org/, it is pretty much the industry standard for VOIP and allow you to make pretty complex automated systems for call management.

 

[leemason]

As ServWise has mentioned Asterisk is excellent at handling bespoke systems like this. I recently created a system along the same lines for a customer who wanted someone to be able to enter a personal number and then a case number and be directed to a specific service using Asterisk. Asterisk dial plans are highly flexible and allow all sort of things to be done including direct database access to read and store information. There are a number of ways that reports can be produced once the data is stored in a SQL database.

 

[linux]

It's possible. There are 3 open source projects where setting this up is quite easy to do. Also take in consideration to have a separation of signaling and media (p2p calls) in case users use media (video, file transfers). This way there will be no bottle necks if user base grows or they all call at same time.

 

[Dan_Kesher]

The purpose of this is call & source tracking. I appreciate that asking users for entering PIN is not ideal, so maybe there are other sensible options available? Essentially, we need to track calls by source and automate it in some way.

The most common way of tracking calls is providing callers with different numbers to call, rather than having one number with a pin for each user. Like this: http://www.infinity-tracking.com/call-tracking-uk/

Either method is possible and very easy to do (with some programming) in Asterisk. All you'd need is a database (usually MYSQL) and Asterisk. Generally, you would use a part of Asterisk called AGI which allows you to write complex code that can look up information from the database and route callers accordingly.

Give us a call you need any assistance.

 

[leemason]

For a number of these development we use Visual Dial Plan. Have a look here for some details: http://www.opl.co.uk/pbxdev.html.

It's a great tool for developing Asterisk dial plans if you don't want to get into hands on AGI development. It is, as the name suggests, visual. So each function has a symbol and you drag and drop these symbols and link them together for form dial plans. It's got full database integration built in as well as e-mail integration and payment gateway integration as well.

 

[cjd]

Perhaps this could be made simpler?

It seems that what you're trying to do is send a customer to a given telephone number and then be able to identify the caller and keep a track of him?

Normally the best way is to provide a number for each purpose then track the calls by sorting the inbound calling records (csv files) by the callers' CLIs.

Compared to having your own Asterisk box and composing specialist dial plans, that's a trivial task.

I may, of course, missed the main point of what you're trying to do - it happens with increasing frequency these days ;-)

 

[SourChocolate]

Hello,

thank you everyone for your responses. To clarify, I'd like to track where the caller is coming from and divert them to a pre-defined destination.

This would be only voice calls, i.e. no data, video etc.

The easiest (and most expensive) way would be to to have a separate phone number for each source/destination combination, i.e.
- if they call number A we know they originate from site A and will be diverted to X
- if they call number B we know they come from site A and will be diverted to Y
- if they call number C we know they come from site B and will be diverted to X
etc.

This seems to be rather not practical with lots of management involved and huge costs.

I've been thinking something like:
- call number A
- enter code/pin, i.e. "sssddd"
- extract "ddd" part, look up the destination number and divert
- "sss" would be the source ID

Benefits are we'd need only a few numbers and have a great flexibility with assigning sources and destinations. Negatives - complex set up.

Is this something that can be done with Asterisk "relatively" easily (I know, this is subjective)?

 

[Dan_Kesher]

This seems to be rather not practical with lots of management involved and huge costs.

The costs are much lower than you think. For example, for a single user, we charge £4.99/month and then add additional numbers for £1 per number. (there are also volume discounts)

Compare that to the costs of running your own server and see if its worth it.

 

[garyk]

You would need a dev but twilio.com have a full API which lets you do all sorts of things with calls and SMS messages.

 

[leemason]

Hello,

thank you everyone for your responses. To clarify, I'd like to track where the caller is coming from and divert them to a pre-defined destination.

This would be only voice calls, i.e. no data, video etc.

The easiest (and most expensive) way would be to to have a separate phone number for each source/destination combination, i.e.
- if they call number A we know they originate from site A and will be diverted to X
- if they call number B we know they come from site A and will be diverted to Y
- if they call number C we know they come from site B and will be diverted to X
etc.

This seems to be rather not practical with lots of management involved and huge costs.

I've been thinking something like:
- call number A
- enter code/pin, i.e. "sssddd"
- extract "ddd" part, look up the destination number and divert
- "sss" would be the source ID

Benefits are we'd need only a few numbers and have a great flexibility with assigning sources and destinations. Negatives - complex set up.

Is this something that can be done with Asterisk "relatively" easily (I know, this is subjective)?

Yes, that would be relatively easy. If these calls are coming from specific sites (and therefore have a specific CLI you could even route based on this. Asterisk using a graphical front end such as FreePBX you could route using CLI, DDI, or a combination of the two without any special programming. You would not even have to have a server of your own as you could host this sort of service.

You could also setup "dummy" extensions which basically route calls to another external number and cna be used by setting up a small "silent" receptionist which allows people to dial these extensions (in the same way as you might use a PIN in your example).

Suffice to say it provides a lot of possibilities.

The service that I described in an earlier response is hosted and gets hundreds of calls per day.

 

[Dan_Kesher]

Asterisk using a graphical front end such as FreePBX you could route using CLI, DDI.....

If you go down the route of having your own Asterisk/Freepbx server, make sure you have a decent firewall in place and the server is secure. There's plenty of hackers that are looking for servers that will allow them to make cheap/free phone calls.

Many companies have ended up with large phone bills due to a hacker gaining access to their Asterisk server and running up a bill.

 

[cjd]

I'm still being a bit dim here.

Is it the case that you will need quite a few local numbers for people to call? How many? And is it the case that the number of numbers you need is fixed no matter how you finally configure the call routing away from them.

Maybe you need to give several websites a specific local number for its customers to call then send the call to where? To a single call answering service or on to several different points?

In either case, that's easily and cheaply achieved and the receiver(s) of the calls can see which of the numbers has been called.

After that you need statistics about which number was called? Again that's simple stuff - it only gets tricky and expensive if you need to route the calls back out onto the PSTN or mobile network.

But it's best to give us a call - 020 7043 5555 - and talk it through with one of the tech support guys. S/he'll be able to tell you whether this is something that can be done cheaply using standard features our whether you need to go down the box on your wall routes.

 

[leemason]

If you go down the route of having your own Asterisk/Freepbx server, make sure you have a decent firewall in place and the server is secure. There's plenty of hackers that are looking for servers that will allow them to make cheap/free phone calls.

Many companies have ended up with large phone bills due to a hacker gaining access to their Asterisk server and running up a bill.

I'd totally agree with that! However in the case of this application I do not think you need anything open to the outside world. Just a registration with an external SIP service provider like voipfone would do nicely.

 

[SourChocolate]

I'd totally agree with that! However in the case of this application I do not think you need anything open to the outside world. Just a registration with an external SIP service provider like voipfone would do nicely.

Yeah, Asterisk sounds good but I'd prefer a hosted solution to start with I guess.

 

[leemason]

Yeah, Asterisk sounds good but I'd prefer a hosted solution to start with I guess.

You can easily get hosted Asterisk as well. All of the same facilities are available.

 

[BusinessTeam]

Hi,

I think I understand what you are looking for and I believe that this is possible with a service provided by www.voicehost.co.uk. In essence how this would work:

1. You have a number that all clients call (0845/01/02)
2. You set this number by voice host as an "extension entry" answer option. You can then pre-record a greating saying please enter your customer ID etc
3. You then set up a new extension Id (unique number for each client) and point this to an external extension (which is how you re divert the call)
4. Each time a client calls and is redirected I believe it will show the call as being diverted on your call reports and to what extension/phone number
5. Customers without a number would be routed to your default locatin

I think this would work but it might be worth setting up an account and playing around to see if you can achieve this. Let me know if you get stuck or this does not make sense and I will try to clarity.

Regards

Richard