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:
- Complex IVR and they are not able to create the IVR on the MyOperator platform.
- Verify the caller before proceed to the next node.
- Play a customized message to their callers.
- 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:
- A working API reachable from MyOperator.
- Input node feature enabled in MyOperator account.
- 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:
- MyOperator makes a request to the Input Node API with some parameters (Described later)
- Input Node API after processing returns the response with action to be taken by MyOperator IVR.
- MyOperator receives a response from the IVR and processes the action according to Input API response.
- 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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