Input Node (Public)

Overview

MyOperator is designed with simplicity in mind, most of our customers can do most of the stuff from the MyOperator panel itself. But, MyOperator IVR designer may not be enough to handle every kind of IVR flow, especially with customers having custom requirements related to dialing or playing dynamic messages. MyOperator provides a feature called Input Node for such cases.

Problem

Input node feature aims to solve many different problems:

1. Complex IVR and they are not able to create the IVR on the MyOperator platform.
2. Verify the caller before proceed to the next node.
3. Play a customized message to their callers.
4. Connect the caller to a specific set of agent/agents.
   

Solution

MyOperator solves this problem by enabling you to send commands to MyOperator during a call. This interaction between MyOperator works over HTTP API which is called input node API.

During a call, MyOperator sends events to your Input node API and asks for the next action to be taken in the IVR. Based on the parameters provided by MyOperator, Input Node API will send the action in response to the request. Response received by MyOperator and provided action will be performed in the IVR.

Process Details

Prerequisites

To get the Input node working customer must have the following things:

1. A working API reachable from MyOperator.
2. Input node feature enabled in MyOperator account.
3. If you want to dial anon users, you should have anon user feature enabled in the MyOperator account.
   

Process Flow Overview

After setting the required settings for Input Node, when a customer calls on MyOperator IVR with input node configured, the following steps will be followed:

1. MyOperator makes a request to the Input Node API with some parameters (Described later)
2. Input Node API after processing returns the response with action to be taken by MyOperator IVR.
3. MyOperator receives a response from the IVR and processes the action according to Input API response.
4. MyOperator executes the next node in the IVR, if jump-node (described later) is configured, then node_id passed will be executed (Helps if you want to repeat the node)
   

Request Format

MyOperator sends a request to Input Node API configured by you, with the below parameters:

Method: POST

Parameters:

Input node API will receive the below parameters:

Parameter	Type	Description	Sample
uid	String	unique id of call	s4.1231221asd31e13
node_id	String	Node id shown in the callflow page as shown in image below	1a18f23cf93c4c15958779042f
timestamp	Integer	current timestamp value in seconds	1585631149
clid	String	formatted caller id(if caller id received by myoperator as 08527384897 or 918527384897 then 8527384897 will be sent)	8527384897
input	Integer	input provided by the caller(if any)	15

Node ID can be found in the Design Callflow section in the MyOperator panel. Node ID will be shown on the Edit IVR page shown below:

Parameters will be sent according to the format configured on the MyOperator panel in section MyOperator/Integration/Webhook. A screenshot of the same is provided below:

An explanation of each input in the form is provided below:

Key	Example Values	Type	Description	Required
Target URL	https://example.com	string	Your site URL which needs to provide response	yes
Header	["Content-Type: application/json","header key:value"]	string	Headers which you want to be sent by us to given URL - NOTE: Default content type is application/x-www- form-urlencoded	no
Credential	{ "username": "abc", "password": "abc" }	string (JSON)	BASIC Auth username and password to be sent for the given request	no

Input Node API Response Format

MyOperator needs responses from the Input Node API in a certain way to perform a particular action. The response should be in JSON format, with the below parameters:

Key	Possible Values	Type	Description	Required
action		string	action to be performed	yes
	tts	string	Play from Text To Speech
	url	string	Play from URL
value		string	data for action . could be a text for action:tts or file url for action:url	yes
operation		string	followup action to be performed after action
	hangup	string	hang up the call
	dial-users	string	dial the users
	dial-numbers	string	dial numbers ( anonymous case )
	jump-node	string	jump to another node
operation-data	{depends on operation}	{depends on operation}	data required by operation . See table below for possible scenarios

operation-data possible scenarios concerning operation value are given below:

Operation	Operation-data key	Type	Description
hangup	{not required}
dial-users	data	list	list of user ids to be dialed
dial-users	dial_method	string	dial method to use in case of multiple users
dial-numbers	data	list	list of numbers to be dialed

dial-numbers	dial_method	string	dial method to use in case of multiple users
dial-numbers	anon_uuid	string	uuid of anonymous user if configured
jump-node	node_id	string	node id of the node to process next

Examples of Input Node responses

Case: TTS will be played and the next node the IVR will be executed.

{ "action": "tts", "value": "welcome to company ABC" }

Case: When action is url , the value should be a valid url with an mp3 file:

{ "action": "url", "value": "http://myurl.com/file.mp3" }

Case: If you want to loop input node commands, then use jump-node operation as given below:

{ "action": "tts", "value": "welcome to company ABC", "operation": "jump-node", "operation_data":{ "node_id":"5d26dd68ee5ed818" } }

Case: If you want to play TTS and dial MyOperator users below example can be used:

{ "action": "tts", "value": "I will be played but users will be dialed", "operation": "dial-users", "operation_data": { "data": ["5d10680d44bc1498", "5784e85138748421"], "dial_method": "serial" } }

Case: If you do not wish to play a greeting and want to dial users directly:

{ "action": "tts", "value": "", "operation": "dial-users", "operation_data": { "data": ["5d10680d44bc1498", "5784e85138748421"], "dial_method": "serial" } }

Case: If you wish to hang up the call after playing a greeting:

{ "action": "tts", "value": "I will be played but call will hangup immediately", "operation": "hangup" }

Case: Dial numbers will work similar to dial users but numbers will be passed instead of users, along with anon_uuid:

{ "action": "tts", "value": "I will be played but users will be dialed", "operation": "dial-numbers", "operation_data": { "data": ["91-9212992129", "1-2019424084"], "dial_method": "serial", "anon_uuid" : "d0238udj923jd023dd32" } }

Please note:

1. Action and value keys are required but the value keys can have an empty string in some cases.

2. In the case of dial-users and dial-numbers, if the call is picked or not picked. Then no further node will be executed and the call will hang up after the conversation. So, you cannot use jump-node after dial-users and dial-numbers.

Got Issue?

In case of any query please contact the support team at support@myoperator.co. Or generate a support ticket from MyOperator Panel.

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