Avaya OneCloud CPaaS Use Cases

Here's just a sampling of how developers are using Avaya OneCloud CPaaS across every organization size and every industry.

Sign up for freeTalk to sales

Interactive Voice Response (IVR)



How It Works:
IVR acts a gatekeeper, filtering and categorizing customer needs based on their menu selections. Customers are directed to the correct unit and individual customer service representative specifically specialized, trained and experienced enough to handle those concerns. IVR is designed to handle call volumes of any size so you can process concurrent calls, contributing to process optimization.

Conferencing Icon

Code Example:
InboundXML

<Response>
<Gather action="gather_example.php" numDigits="1" finishOnKey="#">
<Say>
For customer service department, press 1.
For technical support, press 2.
For the sales department, press 3.
Press 4 if you want to return to the main menu.
</Say>
</Gather>
</Response>

See this Gather_example.php

1. Put the php gather example on your server and make it publicly accessible to everyone who needs it.

2. Go back to InboundXML and change gather_example.php to the new URL where you're hosting the .php example.

3. Assign it to a number. (Once you're signed up for Avaya OneCloud CPaaS, you can purchase a number. Find out more on pricing here.)

Customer Notifications by SMS Message



How It Works:
Enabling your app with SMS can transform how customers and partners interact with you across all aspects of the business. Customers and prospects overwhelmingly prefer texting to calls, so why not make it easy for people to connect with you via text messaging?.

"Over half of respondents (52 percent) said they would be likely to text with a customer support agent. Similarly, 52 percent would prefer texting customer support more than their current preferred method of communication."HeyWire Business Survey

Real Life Example:
OwnerListens helps more than 11,000 U.S. and Canadian businesses resolve customer issues via text messaging. Today, it handles 5,000 text conversations — typically involving multiple messages back and forth — per month with Avaya OneCloud CPaaS.


Code Examples:

1. Basic SMS

First, purchase an SMS-enabled phone number. (Once you're signed up for Avaya OneCloud CPaaS, you can purchase a number. Find out more on pricing here.) Then, create a new InboundXML document with the following content:

<Response>
<Sms>Welcome to Avaya OneCloud CPaaS!</Sms>
</Response>

The same InboundXML URL needs to be attached to the phone number SMS URL.

2. Notification / Send Status / Order ID / Tell Customer Status / Send Help

First, purchase an SMS-enabled phone number. (Once you're signed up for Avaya OneCloud CPaaS, you can purchase a number. Find out more on pricing here.) Then, create a new InboundXML php endpoint. Here's what the content of that InboundXML php document looks like.

Once that’s set up, the same InboundXML URL needs to be assigned to the phone number SMS URL.

3. Registering for an Event

a. An InboundXML document needs to be assigned to a voice URL of a SMS-enabled number:

<Response>
<Gather action="keynote_ivr_example.php" numDigits="1" finishOnKey="#" timeout="10">
<Say>
Thank you for your interest in our Keynote event.
Press 1 if you would like to attend.
Press 2 if you will not be attending.
Press 3 if you would like more Keynote information.
</Say>
</Gather>
</Response>

b. Here's a Keynote example IVR that would be served by you and assigned to the action of the first step Gather.

Then, change the redirect (back-to-main-gather-ivr-document.xml) to the first InboundXML document URL.

Call Recording & Call Transcriptions



How It Works:
Having the ability to record conversations and have a transcribed version of the conversation can be invaluable to many people in many scenarios, including customer support, client meetings, on-the-record journalists and others.


Real Life Example:
TelTech is a telecom-focused tech company that creates inventive Web and mobile communication apps. When developing TapeACall, the Avaya OneCloud CPaaS platform enabled the team at TelTech to get the product to market much faster than originally anticipated, saving five to seven months of developer time.

The team was also thrilled to develop a great working relationship with the people at Avaya, and now considers them partners.

Code Example:

First, purchase a new number (Once you're signed up for Avaya OneCloud CPaaS, you can purchase a number. Find out more on pricing here.) Then create a new InboundXML document and assign the following as document content:

<Response>
<Say>At the beep you have 10 seconds to say something brilliant</Say>
<Record direction="in" playBeep="true" maxLength="10" background="false" transcribe="true" transcribeQuality="auto" transcribeCallback="http://webhookr.com/demo-transcribe"/>

<Say>You said</Say>
<PlayLastRecording />
<Say>In a few minutes, you will receive a text with the provided transcribed callback URL.</Say>
</Response>

Once you've created the XML document and assigned it to the number voice URL, you can open up the transcription callback URL and keep it open. Once that number is called into, simply record the message and you'll get a callback with the transcription results in the same URL.

Use this demo number to try it out! +1 331-204-1246

Phone Conferencing



How It Works:
Simply connecting two or more people (but usually many more across different geographies and time zones), phone conferencing is crucial for sales presentations, status meetings and other group conversations.


Code Example:

1. Purchase a phone number (Once you're signed up for Avaya OneCloud CPaaS, you can purchase a number. Find out more on pricing here.)

2. Create an InboundXML document with the following content:

<Response>
<Dial>
<Conference>
ZangDemoConference
</Conference>
</Dial>
</Response>

3. Assign this newly created document to a purchased phone number voice URL

4. Call the number

5. Tell your contact to call that same number

6. You can now talk to each other

Custom Caller ID



How It Works:
This is also known as "spoofing," or the ability to call a number while masking your caller ID and replacing it with a custom number of your choosing. This is usually done to protect the privacy of your personal number when you're answering business or support calls from your personal cell phone or home phone. You can also use spoofing to make it appear that you're in the office when you're on the road or working from home.

Code Example:

1. Start with a web form with three elements:

  • Caller ID you wish to appear
  • Your real number
  • Number you wish to call

2. Purchase a phone number (Once you're signed up for Avaya OneCloud CPaaS, you can purchase a number. Find out more on pricing here.) This number needs to be used as php action $zang_number.

3. Create a web form action.php and serve it to be accessible publicly. You can use ngrok for testing purposes from your development machine. Make sure to modify missing variables within your action example.

4. Open up your form, and type in all the information requested. You're ready to mask your numbers.

Click-To-Call



How It Works:
This is an easy way to click or tap a button to have it place a call to another person, connecting two people in a conference. It's particularly useful in customer support when you need to quickly call in to continue the conversation.

For example, if a customer has submitted a ticket indicating they would like to receive a response, a support rep can place a click-to-call instead of manually dialing a number to save time and effort. It's the same process for placing internal calls using a directory list.

You can define the two numbers to be dialed beforehand (like the code example to the right), or you can make it dynamic and have the system check the number of your account so it can be applicable to multiple app users.

Code Example:
1. Start with a web form with just one button and a form that will trigger an action.

2. Purchase a phone number (Once you're signed up for Avaya OneCloud CPaaS, you can purchase a number. Find out more on pricing here.) The same number will be used as the php action $zang_number. Its sole purpose is to help establish parties.

3. Implement the action php form.

4. Open up the form in your browser and hit call now.