LocalTouch

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1 LOCAL TOUCH o 1.1 Local Touch Introduction o 1.2 Local Touch Request Process

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1.3 Local Touch I !le entation 1." Local Touch Testin# 1.$ Local Touch %ecurit& 1.' LT %!ecial clients(settin#s

[edit] LOCAL TOUCH

[edit] Local Touch Introduction LocalTouch )a !atent !endin# ser*ice+ is desi#ned to increase the e,,ecti*eness o, out-ound ca !ai#ns ,or teleser*ices call centers and collection a#encies. This *alue added ser*ices inte#rates sea lessl& into e.istin# tele!hon& in,rastructure )!redicti*e dialers/ P012s/ etc.+ !ro*idin# a cost e,,ecti*e ethod ,or increasin# contact rates at out-ound centers and RPC2s ,or collection a#encies. LocalTouch has -een sho3n to increase contact rates a-o*e thirt& !ercent )345+ 3hile also su-stantiall& increasin# list !enetration. LocalTouch is an ATA Techno*ation A3ard reci!ient and is onl& a*aila-le throu#h 6o-el0i7. Ho3 Local Touch 3or8s9 The idea o, LT is to ha*e a caller I: dis!la&ed ,ro the sa e area code )6PA+ as the area code that the !erson called is )i.e i, a !erson ha*in# the !hone nu -er '1;3<=='=;/ the LT 3ill call that !erson and 3ill dis!la& a '1; nu -er+. In theor& this is ho3 it 3or8s9 1. A custo er is requestin# to ha*e a local touch -uc8et to use ,or his ca !ai#ns. 2. >e order a -uc8et o, :I:s ,ro Le*el 3 containin# the nu -ers ,ro all 6PA a*aila-le in the U% continental area. 3. As soon as 3e ha*e the nu -ers 3e -uild di#it ani!ulations in %ansa& so that ,or each nu -er that the& call 3e 3ill re!lace their A6I 3ith a nu -er ,ro the sa e area code. In order to use the ser*ice the client needs to send all o, their nu -er 3ith the sa e A6I 3hich is called the tri##er A6I. The tri##er A6I is usuall& the ,irst nu -er ,ro the local touch -uc8et )a 241 area code usuall&+. ". I, a nu -er co es into %ansa& 3ith the tri##er A6I/ the di#it a!!in# loo8s at the destination nu -er and it re!lace the tri##er 3ith a nu -er ,ro the sa e area code.

0elo3 is a !rint screen ,ro

the :i#it ?a!!in#

enu in %ansa& that sho3s ho3 this 3or8s.

Local touch ,or '1; area code A6I Action and :6I% action !ara eters are as ,ollo3s9 ? @ atch @ e*er& nu -er that starts 3ith the *alue in Ori#A6I or Ori#:6I% and re!lace that *alue 3ith the *alue in the TranslatedA6I or Translated :6I%/ lea*in# the rest o, the nu -er untouched )i.e. li8e in the !icture i, a nu -er startin# 3ith 1'1; @ 1'1;3<=='=; Ori#:6I% is dialed the nu -er 3ill -e translated into -1'1;3<=='=;+ A@ re!lace all @ e*er& nu -er that has the *alue ,ro the Ori#A6i or Ori#:6I% 3ill -e re!laced 3ith the *alue ,ro the TranslatedA6I and Translated:6I% res!ecti*el&.)i.e. in the !icture the tri##er A6I 3143$;<"'2 3ill -e re!laced 3ith A6I '1;324"$1<+ P @ !ass@throu#h @ eans that the *alue ,ro either Ori#A6i or Ori#:6I% 3ill re ain unchan#ed at the translation. [edit] Local Touch Request Process ALL requests related to LT !ro*isionin# or orderin# needs to -e ,iltered throu#h sales/ s!eci,icall& Ae,,. This are the ste!s to ,ollo39 1. If a customer requests additional uc!ets" for#ard the request to sales $ the% #ill confirm the order #ith the customer.

&. An% questions related to the status of a LT order needs to e res'onded to % sales. (ou 'ass the question to sales" alon) #ith the ans#ers the%*re loo!in) for. +. Once a uc!et is read%" for#ard the information to sales, the% #ill e res'onsi le for ma!in) sure the customer recei-es it. This includes the s'readsheets that contain the list of num ers for a 'articular uc!et" or an% follo#.u' needed to o tain call ac! info for a uc!et. %o -asicall& ,or an& LT request sales 3ill -e the co unication channel 3ith the custo er and e*er&thin# re#ardin# the !ro*isionin# !rocess 3ill -e co unicated internall&. [edit] Local Touch Im'lementation :etailed descri!tion9 3e need to create one :i#it ?a!!in# Ta-le ,or each clientB 3e 3ill use ta-le nu -ers hi#her than 14 )14 is the %LCR+B each ta-le needs to contain the %LCR entries/ so that i, the client is not usin# LT/ %LCR 3ill 3or8 ,or the . The ,ile is ,ound in the %LCR ,older )&ou 3ill need to chan#e the ta-le nu -er -e,ore u!loadin#+ Here are the rules ,or creatin# a ne3 -uc8et9 All the -uc8ets are on the share/ in the LocalTouch ,older. ThereCs a ,older ,or each -uc8et/ and in the ain ,older thereCs a ,ile 3ith all the in,or ation related to the -uc8ets. 1. chec8 i, there are nu -ers 3e can add to the -uc8et and add the to the -uc8et 2. chec8 the tier ,or each nu -er a#ain/ to a8e sure there are onl& tier 1 nu -ers in the -uc8et. Also chec8 to a8e sure that 3e do not ha*e nu -ers 3ith the sa e 6PA 3. create a ne3 ,older li8e LT..@Client ". a8e a routes ,ile )na e it LT..@Routes@*&.cs*+ 3ith routes ,or all the nu -ers in the -uc8et. $. co!& all the nu -ers in a ne3 ,ile/ and on the second colu n ta8e onl& the 6PA o, each nu -er )Dle,t)A1/3++B sa*e the ,ile as cs* )the na e o, the ,ile should -e li8e LT..@Client@*&@ 6PAs.cs* @ * stands ,or *ersion/ and & is the *ersion nu -er+ '. co!& the ne3 LT..@Client@*&@6PAs.cs* ,ile to the %EL ser*er )FF1;2.1'<.11.22F%hareF6o-el0i7FLocal Touch+ =. o!en the quer& ,ile/select the data-ase LocalTouch/ and edit the nu -er o, the ,ile and the na e o, the ,ile in the GI !ort the nu -ersH )chan#e all the LT and :I: *alues accordin# to the -uc8et &ouCre 3or8in# on+ <. select onl& the quer& ,ro this section and run it ;. in the GIenerate the LT Ta-lesH section/ there are 3 !laces 3here &ou need to chan#e the Je/d/, *aria-les accordin# to the LT -uc8et nu -er 14. select onl& the quer& ,ro this section and run it 11. in section 3/ chan#e the nu -er accordin# to the -uc8et &ou are 3or8in# on/ select this section and run it K there should -e no records returned 12. in section "/ re!lace all the nu -ers accordin# to the -uc8et &ou are usin#/ select the section and run it 13. chan#e the LT nu -er in section $/ select it and run it 1". clic8 on the records/ and select ,ile@sa*e as. 6a e the ,ile LT..@Client@*&.cs*

1$. o!en the ,ile 3ith a te.t editor/ and Gre!lace allH the 3ord Gtri##erH 3ith the tri##er nu -er )the ,irst nu -er ,or the -uc8et ,or ne3 -uc8ets/ or the old tri##er ,or older -uc8ets+ 1'. sa*e the ,ile/ and co!& it *ia LTP to the Linu. achine in RO )1=2.1'.14.14 K user ltouch/ !ass d3...+ 1=. %%H to the Linu. achine )also 3ith the ltouch user+ 1<. run dos2uni. ,ilena e ),ilena e is the na e o, the ,ile &ou ha*e Must co!ied+ 1;. edit )usin# *i or 3hate*er te.t editor &ou li8e+ the ,ile lt@-uc8et#enerator.!l/ and chan#e the na e o, the ,ile &ou u!loaded )on the ro3 startin# 3ith Go!enH+B also edit the alias to re,lect the nu -er and na e o, the -uc8et/ and the ta-le nu -er to atch the ta-le &ou 3ill use ,or this -uc8et. %a*e and e.it the editor 24. run the scri!t sa*in# the results in an 1?L ,ile ).(lt@-uc8et#enerator.!l N LT..@Client@ *&.. l+ 21. run uni.2dos LT..@Client@*&.. l 22. run 7i! LT..@Client@*& LT..@Client@*&.. l 23. ,ro &ou co !uter LTP a#ain to the Linu. achine and co!& the .7i! ,ile to the a!!ro!riate ,older. 2". chec8 the ,ile to a8e sure it loo8 o8/ and schedule the u!load ,or the ne.t ornin# 2$. co!& the ne3 created ,older on 3e-share on FFRo ania,s1Fs3itchin#Fs3itchin#F6o-el0i7FLocalTouch /te's for 0/1i -ersion of /ansa% 1;. edit )usin# *i or 3hate*er te.t editor &ou li8e+ the ,ile lt@-uc8et#enerator@O%1i.!l/ and chan#e the na e o, the ,ile &ou u!loaded )on the ro3 startin# 3ith Go!enH+B also edit the alias to re,lect the nu -er and na e o, the -uc8et/ and the ta-le nu -er to atch the ta-le &ou 3ill use ,or this -uc8et. %a*e and e.it the editor 24. run the scri!t sa*in# the results in an 1?L ,ile ).(lt@-uc8et#enerator@O%1i.!l N LT..@Client@ *&@O%1i.. l+ 21. run uni.2dos LT..@Client@*&@O%1i.. l 22. run 7i! LT..@Client@*&@O%1i LT..@Client@*&@O%1i.. l 23. ,ro &ou co !uter LTP a#ain to the Linu. achine and co!& the .7i! ,ile to the a!!ro!riate ,older. 2". chec8 the ,ile to a8e sure it loo8 o8/ and schedule the u!load ,or the ne.t ornin# on the O%1i -o.es onl& )24<.'".".;1 is the te !orar& one+ 2$. co!& the ne3 created ,older on 3e-share on FFRo ania,s1Fs3itchin#Fs3itchin#F6o-el0i7FLocalTouch [edit] Local Touch Testin) 0e,ore #i*in# an LT -uc8et to the custo ers 3e need to test the :I:s ,irst in order to a8e sure that all o, the are co in# into our net3or8. Lor this 3e 3ill -e usin# an tra,,ic #enerator a!!lication na ed %IPP 3hich is installed on the old 6a#ios ser*er at IP '$.2"<.1'.$4. The scenario setu! 3ill -e li8e this9 /IPP .2 /ansa%31 4resource ++5 .2 /ansa%3+4resource 675 .2 Asteris!47&.189.1:6.;95 Here are the ste!s on ha*in# the testin# setu! read&9 1. Io into '$.2"<.1'.$4 ser*er and edit 3ith &our ,a*orite editor the ,ile (o!t(%IPPTests(call.sh -& co entin# the line 8illall si!!.

2. Io to on (o!t(Test6u -ers( and create a cs* ,ile/ a#ain 3ith &our ,a*orite editor/ and na e the ,ile as the na e o, the -uc8et )i.e. ,or -uc8et lt$4 na e the -uc8et lt$4.cs*+. The ,ile should ha*e the ,ollo3in# structure9 @ on the ,irst line needs to ha*e the 3ord /<=U<>TIAL @ ne.t lines should contain the list o, nu -ers ,ollo3ed -& the PBP)i.e. '1;3<=='=;B+. 3. Run the ,ollo3in# co and9
sipp 65.248.16.31 -bg -sf abra.xml -inf lt107.csv -i 65.248.16.50 -d 2000 -r 1 -m 195 -l 1 -trace_err

>hich has the ,ollo3in# !ara eters9

-bg - run in background. You can either use this or not. -sf - scenario file. Always use abra.xml -inf - Inject values from an external CS file during calls into the scenarios. -i - Set the local I! address for "Contact#"$" ia#"$ and "%rom#" headers. &se '(.)*+.,'.(-d - Controls the length of calls. .ore /recisely$ this controls the duration of "/ause" instructions in the scenario$ if they do not have a "milliseconds" section. 0efault value is - and default unit is milliseconds. 1eave it as it is. -r - Set the call rate 2in calls /er seconds3. &se a value between ,-). -l - Set the maximum number of simultaneous calls. &se a value between ,-*. -m - Sto/ the test and exit when "calls" from the file are /rocessed. .ake sure you /ut here the number of 0I0s from the bucket. -trace4err - 5race all unex/ected messages in 6scenario file name746/id74errors.log

Lor a list o, other !ara eters &ou can chec8 this ". A,ter the scenario is ended #o -ac8 into (o!t(%IPPTests(call.sh and ta8e the co entin# out ,ro 8illall si!!. As soon as 3e ha*e a -uc8et read&/ 3e 3ill u!load the routes 3ith all :I:s in In-ound %ansa&/ ha*in# in route resource $'. Resource $' is !ointin# to another asteris8 -o. 3hich ans3ers the calls and then han#u!. A,ter runnin# the %IPP a!!lication and is o*er 3e need to 3ait ,or a 3hile until the C:Rs are 3ritten on the %EL ser*er and then run the ,ollo3in# quer&9
select distinct rig t!"rgn#m$10% fr"m callcenters_cdr18 & ere termgrp'(56(

The ta-le)callcentersQcdr1<+ is di,,erent de!endin# on the da& o, test. Ta8e the results o, the quer& into e.cel and co !ared 3ith the nu -er in the -uc8ets. %o e e.ce!tion a!!ear and the& need to -e tested anuall&. I, 3e test the nu -er anuall& and doesn2t reach our net3or8 3e 3ill need to re o*e that nu -er ,ro the -uc8et and e.chan#e it 3ith other 3or8in# nu -er )3ith the sa e 6PA+. [edit] Local Touch /ecurit% The #oal o, the !rocedure is to se!arate all LT -uc8ets 3e use ,or di,,erent clients in di,,erent ta-les/ so that no client can use the tri##er ,ro another clientCs -uc8et. O, course 3e cannot sto! all !eo!le to call ha*in# dis!la&ed one o, the clients tri##er A6Is -ut i, another client is usin# it the Local Touch 3ill not 3or8 ,or hi . The securit& !rocedure is i !le ented into the out-ound %ansa&s on :i#it ?ani!ulation enu -& assi#nin# each custo er is o3n :i#it ?ani!ulation Ta-le ):?T+. Rach client :?T needs to contain all the di#it ani!ulations ,or each o, the LT -uc8ets that is usin# and the :?T needs to also contain the %LCR di#it ani!ulations) the di#it ani!ulations

needed 3hen the client is usin# other A6I then one o, the tri##ers+. The %LCR 3ill -e u!loaded once alon# 3ith the ,irst -uc8et assi#ned to the s!eci,ic client. The :?T nu -er is 2 di#its and is usuall& chosen as -een the sa e as the ,irst LT assi#ned to that custo er )i.e. %ound-ite :?T is 31 as the ,irst LT -uc8et assi#ned to the +. Here are the ste!s on i !le entin# the LT securit& !rocedure9 1. 1. Create the ?i)it @ani'ulation Ta le

1.1. ?i)it @a''in) Ta le @enu

1.&. Addin) a ne# ?i)it @a''in) Ta le 2. Im'ort 4#ith u'date5 the assi)ned LT uc!et di)it mani'ulations 4ma!e sure the% are created for ?@T num er %ou ha-e Aust created5 B u'load the /LCR di)it mani'ulation 4if is the first client LT uc!et5

&.1. ?i)it @a''in) List @enu

&.&. Im'ortin) a ne# ?i)it @a''in) List 3. Assi)n the ?@T to all in ound resources of that client.

+.1. Assi)n ?@T to client in ound resource [edit] LT /'ecial clientsCsettin)s

1.></D#e roadcast a TE num er 4F;;:;9;:+8 or F99.8;+.97995 into this statesG HIIH"H@>H"HI0H. To !rocess a -uc8et ,or the 3e need to run quer& %ection ' 0RLORR %ection $ @@@%ection '@@@ u!date LT'3routeQtest set did D 2<44;=34'442 3here su-strin#)Route/ 3/ 3+ in )select n!a ,ro no-el-i7.d-o.TP?4'1$2411 3here state in )2OR2/2>I2/2?62/2>O2++ u!date LT'3routeQtest set routeDre!lace)route/2c2/2a2+ 3here su-strin#)Route/ 3/ 3+ in )select n!a ,ro no-el-i7.d-o.TP?4'1$2411 3here state in )2OR2/2>I2/2?62/2>O2++ u!date LT'3routeQtest set routeDre!lace)route/2-2/2a2+ 3here su-strin#)Route/ 3/ 3+ in )select n!a ,ro no-el-i7.d-o.TP?4'1$2411 3here state in )2OR2/2>I2/2?62/2>O2++ &. Healthcare Einancial /er-ices.the% #anted a Custom Local Touch Juc!et for the follo#in) states onl%G @/" AL" LA" KA" @O" AR" T1" OL" and T>. I need to tal8 to Andrei as he #a*e e to run a di,,erent quer&/ -ut no e ail ,ound no3 +.Arra%.#e ha-e translation rules on Cisco for ALL of their uc!ets for them 4<MG&916+;:F&9 is translated on the 6:99 from a +&9 ?I?55 :.@R/. #e roadcast a >N ?I? from the uc!et for the Cherr% Hill office and a OH ?I? from the uc!et for Iester-ille into this statesG CO O EL. Here an e ail 3ith their request9 PLro 9 Chad ?cCor ic8 [1] %ent9 Lrida&/ Aune 2"/ 2411 1493' P? To9 2Ale. 0adulescu2 )ale.andru.-adulescuJno-el-i7.co + %u-Mect9 Local Touch R.ce!tion I !ortance9 Hi#h 1. Please re@ena-le local touch e,,ecti*e i ediatel& 2. Please -loc8 local touch calls to the ,ollo3in# states ,or ALL -uc8ets9Colorado/Llorida 3. Please !ro*ide a ne3 :I: ,or each -uc8et )<$' nu -er ,or Cherr& Hill 0uc8ets and '1" ,or Ohio -uc8ets+ to -e used instead o, a local nu -er 3hen a call is launched to one o, the states a-o*e. Please call & cell 3ith an& questions as ICll -e lea*in# the o,,ice shortl&. Than8s/ Chad <$'.$24.;$$;P CommentsG @There are a lot o, clients that !ut in requests ,or the Tri##er to -e a nu -er ,ro the -uc8et ,ro a s!eci,ic state/ or a nu -er the& o3nB R19 >R%T A%%RT @,or the clients that requested to ha*e as Tri##er as TL nu -er or an& other nu -er !lease !a& attention 3hen &ou add it into T?. This is ,or the cases 3hen 3e do not a8e translation rules

into $"44s and 3e see the <44 as tri##er into :i#it ?a!!in#s. These clients are -illed di,,erent -ased on the tri##er &ou enter into T?@see as e.9 %a,et&%er*ices@SP2 <''<=<;4;3 LT$< 6.CJC/ @ Lor the state o, >isconsin 3e need to !roMect the '1" nu -er ,ro

the 0uc8et.

7.KC/er-ices . ALL sites @ Lor the states o, Idaho/ >isconsin/ Io3a/ ?innesota and 6orth :a8ota 3e need to !roMect the Tri##er A6I ;.Ocean Jeach Clu @ e.ce!tions state 9 2OR2/2>I2/2?62/2>O2 Article :iscussion Rdit Histor& Lo# in ( create account
>a-i)ation ?ain /earch

Pa#e Co unit& !ortal Current e*ents Recent chan#es Rando !a#e Hel! :onations

Tool oM >hat lin8s

here Related chan#es U!load ,ile %!ecial !a#es Printa-le *ersion Per anent lin8

This !a#e 3as last odi,ied 24944/ 1; Au#ust 2413. This !a#e has -een accessed '3= ti es. Pri*ac& !olic& A-out 6o-el0i7 :isclai ers