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Interactive Voice Response (IVR) and Paging - Motorola's Air Apparent ©

We designed and implemented IVR system to interface with Parity Software © solution allowing ATM service crews in the field to accept/reject calls, record time on site, log the problem and resolution code for the call and update the network when the device was back online. Integrated with digital lock software and paging technology for transmission of call details and encrypted lock combinations to crews.

We also integrated with Motorola's Air Apparent © paging system to push information out to service crews automatically. With just a few lines of code applications could automatically page data out to a single/group pager. Logged all paging activity to crews and stored digitally in SQL database for archive.

Overview of the requirement:

An armoured car company servicing ATM machines wanted to reduce the number of calls to their central dispatch. To accomplish this, crews had to be able to communicate directly with the dispatch software to request call details (site address, etc), request combinations to access vaults and update the status of the call when completed. Rather than a dispatcher having to call the field crew with the details, these details needed to be pushed automatically to the crew via a pager or BlackBerry device.

Description of the IVR Solution:

Digital phone boards were installed on a server and a custom application was written using Parity software. Crews would dial into a central number and authenticate using their employee number and a 4 digit password. Once authenticated they would follow a menu tree to perform a number of functions:

1. Request to be paged the details of a service call by providing the service call number. If the crew member was not assigned this call the telephony system would return a recorded message indicating that the call details were not available.
2. Accept a service call by providing a service call number followed by an ETA (estimated time of arrival) in minutes. For example, if the employee felt that he/she would be at the location in 20 minutes then they would enter 20 for the ETA. This would update the central system so the dispatch centre knew when the crew would be on site.
3. Reject a call by providing the service call followed by a reject code. A crew could reject a call for a number of reasons, but this happened very infrequently. If a crew rejected a call then dispatch would assign the call to another crew.
4. Indicate arrival to the site. At this point the IVR system would automatically page (see next section) the digital combinations to the crew member(s) if necessary.
5. Indicate leaving of the site with the call unresolved. This would occur if the crew needed to leave and return with parts or if a third party was required (i.e. telephone line service) to complete the repairs.
6. Indicate the call is complete. The crew would provide the service call number followed by a three digit resolution code indicating the repair taken. This code would be used for billing purposes.

Description of the Paging Solution:

Similar to the Interactive Voice Response (IVR) system the objective behind the paging project was to reduce the number of phone calls into central dispatch. A custom service was written using Motorola's Air Apparent © paging system to push information out to service crews automatically. This includes details of the service call like site address, store hours, contact info, etc. In addition, crews could also request digital lock combinations for a vault or ATM through the IVR system and those combinations would be pushed automatically to the paging device. Dispatchers also had a small "Pop Page" application that would allow them to send brief messages to multiple crew members simultaneously. This could all be done without having to pick up a phone and speak to anyone directly.

Conclusion:

For most service calls the field crew never had to speak to a dispatcher. The calls were pushed to their pagers/BlackBerrys (see Paging) automatically. The crew could accept the call, provide an ETA, mark themselves having arrived on site and resolve the call without having to speak to a live operator. This cut down calls to central dispatch by 60%, allowing for addition of new business without having to procure new space or hire and train new dispatchers.

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