Part III g: TollBridge
This module may or may not require special voice cards, depending upon the type of calls you plan to make. T-1 and/or bridge calls require special voice boards. 3 way and Centrex type transfer calls can be made on regular analog boards.
TollBridge is a an add-on module which allows customers to call in and place calls to various destinations. The call placed by the customer will typically be a toll call. You will allow the customer x dollars to spend on your system to place calls to country and/or area codes for which you have pre-determined a price per call, per minute, etc.
Each customer will have a unique number and password and will be asked for this information before being allowed access to the system. This number will consist of a mailbox number and password. Each mailbox has a privilege. The Privilege must allow the mailbox owner to enter the TollBridge Box and then whatever else you allow within that privilege. Once the customer has entered their number and password, if their Privilege allows them entry to the TollBridge Box, they will be asked for the telephone number to which they wish to be connected. Once the number has been entered, TollBridge will check that:
1) the customer's Privilege Dialing Rule allows them to access that number
2) the phone number is in the TollBridge Dialing Rate database
2) the customer has enough funds in their account to make the call
If these conditions are met, TollBridge will make a 3-way conference call to the requested number. During the call, TollBridge will track the cost. If the cost of the call would ever cause the customer's balance to be exceeded, then the call will automatically be disconnected. If you so choose, TollBridge will play a voice file when the customer has one minute remaining, so they have the opportunity to wrap up the call. At the end of the call, the customer's balance is updated, and a record of the call is logged.
The TollBridge module utilizes the TollBridge Box, the TollBridge box settings under Privileges, a language setting in a mailbox, the TollBridge Dialing Rates, and Dialing Rules.
BILLING METHODS
1) TollBridge remains on the line, calls are billed by time spent on the call
For long distance calls - to another area code or another country - you will always want TollBridge to remain on the line for the duration of the call. That means that you will only want to use 3 way or bridge calls. If you use only the transfer feature, TollBridge will dial the number and hang-up - letting the customer decide to wait for rings, busies, etc. If they are connected, they can talk for an indefinite time period, as TollBridge is not on the line to track the time and/or cost of the call. Whether you choose 3 way or bridge will depend upon the type of phone lines you have and the type of voice hardware you have purchased. Bridge calls can only be made using special hardware you would specify at the time of your purchase of the program. Any hardware of our ours is capable of 3 way or transfer calls, as long as your phone lines allow it. (see specific section below for more detailed information on call types).
2) TollBridge hangs up after dialing the number, base charge per call
In many areas of the country, there is a charge to call from point A to point C. However, callers who live in point B call either point A or C for no charge. If you are located in point B, you can take advantage of the situation with your TollBridge system. You can have customers in both point A and point C and charge them a fee per call LESS than what the telephone company would charge them, as these calls cost you nothing. This is often called 'intralata'. For this type of call there is no need to tie up a phone line on your system. You are not charged for the call, so you do not care how long they talk. You would need a feature from the phone company to allow for these calls to be transferred. In many areas the feature is called Centrex.
ALLOWING THE CUSTOMER TO ENTER TOLLBRIDGE
The customer account number and password are actually a MAILBOX number and its password. The mailbox owner will enter the system via an ACCESS BOX with tweaks set for validate. Upon success, the caller can be sent directly to the TollBridge Phantom, or you can send the caller to another Access Box with whatever system choices to wish to give the caller. The TollBridge module can be used strictly for TollBridge operations, or you can integrate the regular voice processing program features, such as voicemail and/or Talking Classifieds, which uses the capture and search boxes. The basic program includes all features listed in the Table of Contents of this manual, minus the Add-On Modules. You can purchase any number of Add-On Modules and use any or all of them on the same system, as long as you have the appropriate phone lines and/or voice hardware required.
When the caller enters the TollBridge Phantom, they will hear "Please enter the phone number". The number will be checked first against the caller's Dialing Rule as determined in their Privilege. If they are NOT allowed to call the number, the system tells them that they cannot enter that number. If they ARE allowed to call the number, the system will then check the cost of the call per the TollBridge Dialing Rate schedule and determine if the caller has enough money in their TollBridge account to make the call (these account monies can be viewed and altered on the TollBridge Billing Activity screen - click on Message, then TollBridge Billing Activity).
If you are not charging per call and their is no mailbox number involved, you will need to be sure the Line Privilege allows entry to the TollBridge feature.
The call flow will be as follows:
* 'Please enter your mailbox/account number'
(access box with tweaks set for validate - system automatically asks these questions)
* 'Please enter your password'
(same access box as above)
* 'Welcome to TollBridge'
(Intro you record in TollBridge box)
* 'You have $53.25 cents in your account'
the account balance is played if you have the option checked under the Privilege, assigned for this mailbox. (combination system prompt)
* 'Please enter the phone number to would like the system to dial followed by the # sign or enter the # sign by itself to exit''
(system prompt)
* 'You are calling Barcelona, Spain where it is currently 3 AM. To repeat the number press 1, to change the number press 2, to place the call press 3, to exit, press 8 '
This actually a combination of 3 prompts.
The 'Barcelona, Spain' prompt you would record on the Dialing Rate screen under 'Name'. if you do not record a Name, TollBridge will not speak this prompt. The time will be played if you have checked the 'play time' field next to the 'Time zone' field. TollBridge will add or subtract the number of hours you have chosen in the Time Zone field. Zero means the program will play the time on your computer. No time will be played if you do no choose 'play time'. The prompt 'to repeat the number, change, or place the call 'will be always be played.
* 'Please hold while I dial your number'
(system prompt)
TollBridge will now put the caller on hold and dial the number. The type of call the system makes (3 way, transfer, or bridge) depends upon the option you have checked under the particular TollBridge Dialing Rate for the number the customer entered. The option you choose on those screens will depend upon the capabilities of your telephone lines and/or voice board(s).
TollBridge Box
Intro:
You can record here "Welcome to TollBridge. Please have the phone number ready you wish to call"
Waiting Message:
You can record music, or an advertisement message here.
Ending Message:
You can record here "Thank you for using TollBridge. Please call us again soon".
Use Dialing Rates Billing (requires validated mailbox):
When checked, a mailbox must have been previously validated to enter the TollBridge box.
Whether or not that item has been checked, only numbers you have pre-determined under TollBridge Dialing Rates will be allowed. Also, if you do not check this item, NO BILLING WILL TAKE PLACE.
TollBridge will then use a combination of Dialing Rules and Dialing Rates. First it looks at the chosen Dialing Rule, then at the appropriate Dialing Rate.
If you are using TollBridge to allow calling anywhere, at no charge, you would set up a dialing rate each for 1,2,3,4,5,6,7,8,9,0.
Dialing Rule:
You can choose a specific Dialing Rule for your TollBridge box.
After Box:
When the caller has completed their call, they will be sent to the box number you enter here. You can have that be the Phantom Hang-up (H) to just say "Goodbye" and disconnect the call, or you can send the caller to an access box that allows them other options on your system.
TollBridge Dialing Rates
Dialing Rate Name:
An example of a name could be Spain, Barcelona. The Dialing Rate Names will be listed on the main screen alphabetically, so if you want to see all the Rates you have set for Spain, list the word Spain first vs. Barcelona, which could list Barcelona, then Buffalo, then way down the list would be Seville, Spain. You can break down further, if you would like the name to be Europe, Spain, Barcelona or USA, New York, Buffalo. Deciding your way of listing up front is easiest - but, you can always go back and rename them.
Country Code:
This Country Code, city/area code and phone number fields comprise the information that the system expects to receive from the customer.
City/area code:
Enter the city or area code the customer will be entering.
Phone number:
Enter the phone number the customer will be entering - if you wish to allow ALL phone numbers in area code 516, for example, enter 516 in the area code field and leave the phone number field blank. Be sure to enter minimum digits 10 and maximum digits 10. That means that this Dialing Rate will be used for any 10 digit phone number a customer has entered beginning with the area code 516.
Sequence A: not implemented yet
Enter information a customer may enter AFTER the phone number, perhaps a
credit card number or personal dialing pin number. In the "Dial Out" section,
you can determine the order in which TollBridge will outdial the above
entries.
Delay type: not implemented yet
Cost information:
This section determines the cost of the call. Some calls are the same rate for first second or minute as they are for the remaining minutes of the call. Other calls charge at one rate for the first 60 seconds, or the first 3 minutes, then a different rate for the remainder of the call. You need to get the specific information from the long distance carrier you use.
Initial period:
Here is where you define the LENGTH and the COST of the initial period discussed above - this could be one second, one minute, 3 minutes, etc.
Subsequent Periods:
After the first 3 minutes, each additional second or minute will be a particular amount. Enter the amount of the period (second or minute or, perhaps your carrier bills in 2 minute intervals). It is important to know: If you are on a call for 7 minutes or 7 minutes 30 seconds - do you get billed for 8 minutes?
Grace Period:
If there is a problem on an initial disconnect, you may not want to bill your customer for the first 5 seconds.
Allow Transfer:
When checked, this call will be TRANSFERRED and TollBridge will HANG-UP. TollBridge will NOT be billing for the duration of the call, as the system will not be on the line. This is typically only used in intralata situations where you do not have to pay for the call.
Note: It is critical to understand on a call with connection type set for transfer that TollBridge CANNOT bill the customer's account for the LENGTH of call, as the system will hang up immediately upon connect and the customer can talk indefinitely. The customer's account will only be billed the amount you have entered for the transfer action.
Time Zone:
Many people are not aware of the exact time at the location they want to call. Let's say you are on the East Coast of the USA (EST). If you call Europe, it would be 7-9 hours later there. In this field enter the number of hours later for the location of this Dialing Rate. The system will use this information to tell the customer that they are calling Uncle Joe at 3 am his time - do they still want to place the call? If its an emergency, they might, but - if its just to say "Happy Birthday" they may want to wait till later to place their call and will be very grateful your system alerted them to this fact.
Play time:
Even if you entered a number in the above field, the program will not play the time unless you have checked this field. You may want international calls to play the time, but perhaps not local calls.
Dial Out:
You may have a situation where you need to dial out various combinations of a prefix digit 1, area code, and/or the phone number. In some areas you may need to dial 1+ the 7 digit phone number. To dial other exchanges, you may need to dial the area code + the 7 digit number, or just a 1 followed by the 7 digit number. TollBridge allows for all of those scenarios by having an 'incoming digits' section of the dialing rate as well as an 'outdialing digits' section.
For example, you could allow calls to ALL number in the 318 area code, but need TollBridge to dial out something different depending upon the exchange (also called prefixes). To accomplish that, you will first set up a dialing rule that allows only 318. You will tell your callers to always enter a 10 digit number, for example 318-555-1212. Let's say that in order to connect to 318-555-1212, you need to have TollBridge actually DIAL OUT 1-318-555-1212.
Set up a dialing rate for each exchange, each beginning with 318 in the 'incoming digits' section. The country code will be blank. Enter 318 in the city/area code, then enter an exchange in the phone number field. As you want to allow ALL calls, you do not need to enter every single phone number, just every exchange. Enter min digits and max digits as 10 (so the caller MUST enter 10 digits). Then, check the 'do outbound digit mapping'. If this is not checked, TollBridge will dial the number exactly as the caller entered it.
For the above scenario, in the first 'dial out' field, choose 'prefix 1', for the next dial out field (and then) choose city/area code. In the next 'and then' field choose 'phone number'. You need to have a Dialing Rate for EACH scenario where you want TollBridge to dial something other than what the caller entered. You want to force the caller to enter the area code for each call, so you can do the correct matching on your Dialing Rule.
Type of Connection:
bridge
this option does not require anything special from your telephone company. However, you must have purchased a voice card that is capable of bridging 2 lines together. The customer calls in on line 1, then puts them on hold and plays a music file to them (you can record whatever you would like in the file) while the system goes off hook on another line (you determine which lines to bridge on) and dials the number. Upon an answer the 2 lines are bridged together. TollBridge tracks the cost and length of the call. You can charge the customer a per call charge as well as for the time spent on the call.
regular transfer
this option also requires a feature from your telephone company. In many areas this is called Centrex. TollBridge CANNOT track the cost nor time on the call, as the system has hung up. With this setup, you only have the option of charging the customer a PER CALL charge. When this option is chosen, the system will dial the number and wait for an answer. If no answer or buys, the system will return to the caller to see if they want to try another number. also see below for 'blind transfer' option.
3 way
3 way calling must be enabled from your telephone company. TollBridge cannot override what you phone lines are capable of. TollBridge will track the cost and time of the call. You can charge per call, as well as for the time spent on the call. when 3 way calling is enabled, TollBridge will come on the line and speak 'please press 1 to continue this call'. This is simply a precaution to prevent telephone lines from being left connected for extended periods. However, when TollBridge asks you to press 1 to continue, you MUST press 1, or TollBridge will disconnect the call.
blind transfer
this option requires the transfer capabilities discussed in the 'regular transfer' section. The difference is that when 'blind transfer' is selected, the system will not wait for a ring, nor an answer. It will simply dial the number and hang-up. The caller will hear the ring, busy, etc. The system is now available to take another call on that line.
In the customer's individual mailbox, you can elect to have a particular language spoken. (not implemented yet)
Creating Mailboxes (account numbers)
You may want to create hundreds of prepaid calling cards or debit cards.
Mailboxes can be created one or more at a time from the screen, or can be created remotely using a Capture Box, one at a time. If you are using prepaid debit cards, you will want to choose the number range, and create a lot of boxes at one time under Boxes, Mailbox. First, set up ONE mailbox to be used as a template. If you want a list of the numbers you will create in a file, click on Maintain, then Display Activity. For Line 1 Display, click on Log, the Options. Click on "Log Messages". All the box number you create will be logged to the filename listed - \stplus\log\trace_1.log. Bring your template mailbox on the screen. With that mailbox on the screen, click on the insert box icon next to the scissors icon. If you want to create box numbers 2000-2499 (500 boxes), enter 2000 in the lower and 2499 in the upper field. It is recommended that you make small numbers of boxes at a time.
Sample Application:
You can utilize the Caller ID module and the IVR module with TollBridge.