Pre-requisites

1. First Orion Branded Communications agreement
2. Access to First Orion Customer Portal
3. Vetted and Approved Business
4. Sentry agreement
5. Understanding of current calling platform and how to setup inbound rules for phone calls.

What

First Orion must ensure that a business has the right to use phone numbers submitted for SENTRY-enablement. First Orion will call each number submitted for a Sentry program. Those phone numbers will need to answer and respond back to First Orion with business information. The purpose of this document is to show how to automate the process.

Where and how to use

This should take place in the inbound call routing of the calling platform, usually this is the Interactive Voice Response (IVR). When First Orion calls phone numbers, the calling platform will need to recognise the phone number and respond to it with a voice message including necessary business details.

Voice Message Details

1. Example automated message: “Thank you for calling [XYZ Business]”
2. The message should play twice (2-loop recording) with a 5 second delay between the loops.

Understanding the Call Flow.

1. First Orion will place a phone call to the Sentry enrolled phone number.
2. The phone number will receive the phone call.
3. The phone call platform should route the call to an automated message.
4. The automated message should provide the necessary business details.
5. The phone system should hang up phone call.

Example configuration

This example uses Amazon Connect as the Client Phone Platform and shows how an inbound flow could work for automated number vetting.

Setup Inbound Contact Flow

All successful flow blocks should route to playing the business details message. Alls failures should route to being transferred or ending the flow.

1. In Amazon Connect, navigate to the Flow Menu
2. Click Create Flow to create a new Contact flow.
3. Add Collect caller number block. Set Use attribute to System > Customer address or number
   1. Drag Success to check contract attributes.
   2. Drag Invalid number to Set working queue
4. Add Check contract attributes. Set Attribute to check to System > Customer address or number
   1. Drag Success to Play Prompt.
   2. Drag No Match to Set working queue
5. Add Play prompt. Set Text-to-speech to “Thank you for calling [XYZ Business]. Thank you for calling [XYZ Business]”
   1. Drag Success and Error to End Flow
6. Add Set working queue. Set By queue and Set Manually to your preferred Queue
   1. Drag Success and Error to Transfer to Queue
7. Add Transfer to queue.
   1. Drag both options to End Flow

Test functionality

1. Make an inbound phone call
2. Listen to the message played back.