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LocalTouchContents[hide]

• 1 LOCAL TOUCH

o 1.1 Local Touch Introduction

o 1.2 Local Touch Request Process

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o 1.3 Local Touch I!leentation

o 1." Local Touch Testin#

o 1.$ Local Touch %ecurit&

o 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 sealessl& into eistin# tele!hon& in,rastructure )!redicti*e

dialers/ P0s/ etc.+ !ro*idin# a cost e,,ecti*e ethod ,or increasin# contact rates at out-ound

centers and RPCs ,or collection a#encies.

LocalTouch has -een shon to increase contact rates a-o*e thirt& !ercent )345+ hile alsosu-stantiall& increasin# list !enetration.

LocalTouch is an ATA Techno*ation Aard reci!ient and is onl& a*aila-le throu#h 6o-el0i7.

Ho Local Touch or8s9 The idea o, LT is to ha*e a caller I: dis!la&ed ,ro the sae 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 ill call that !erson and ill dis!la& a '1; nu-er+.

In theor& this is ho it or8s9

1. A custoer 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 e ha*e the nu-ers e -uild di#it ani!ulations in %ansa& so that ,or each

nu-er that the& call e ill re!lace their A6I ith a nu-er ,ro the sae area code. In order

to use the ser*ice the client needs to send all o, their nu-er ith the sae A6I hich is calledthe 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 coes into %ansa& ith the tri##er A6I/ the di#it a!!in# loo8s at the destination

nu-er and it re!lace the tri##er ith a nu-er ,ro the sae area code.

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0elo is a !rint screen ,ro the :i#it ?a!!in# enu in %ansa& that shos ho this or8s.

Local touch ,or '1; area codeA6I Action and :6I% action !araeters are as ,ollos9

? @ atch @ e*er& nu-er that starts ith the *alue in Ori#A6I or Ori#:6I% and re!lace that

*alue ith the *alue in the TranslatedA6I or Translated :6I%/ lea*in# the rest o, the nu-eruntouched )i.e. li8e in the !icture i, a nu-er startin# ith 1'1; @ 1'1;3<=='=; Ori#:6I% is

dialed the nu-er ill -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% ill -e re!laced

ith the *alue ,ro the TranslatedA6I and Translated:6I% res!ecti*el&.)i.e. in the !icture thetri##er A6I 3143$;<"'2 ill -e re!laced ith A6I '1;324"$1<+

P @ !ass@throu#h @ eans that the *alue ,ro either Ori#A6i or Ori#:6I% ill reain 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& e,,.

This are the ste!s to ,ollo9

1. If a customer requests additional uc!ets" for#ard the request to sales $ the% #ill

confirm the order #ith the customer. 

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&. 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'onsile for

ma!in) sure the customer recei-es it. This includes the s'readsheets that contain the list ofnumers for a 'articular uc!et" or an% follo#u' needed to otain call ac! info for a

uc!et. 

%o -asicall& ,or an& LT request sales ill -e the counication channel ith the custoer and

e*er&thin# re#ardin# the !ro*isionin# !rocess ill -e counicated internall&.

[edit] Local Touch Im'lementation

:etailed descri!tion9

• e need to create one :i#it ?a!!in# Ta-le ,or each clientB e ill 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

ill or8 ,or the. The ,ile is ,ound in the %LCR ,older )&ou ill need to chan#e the

ta-le nu-er -e,ore u!loadin#+

Here are the rules ,or creatin# a ne -uc8et9

All the -uc8ets are on the share/ in the LocalTouch ,older. Theres a ,older ,or each -uc8et/ andin the ain ,older theres a ,ile ith all the in,oration related to the -uc8ets.

1. chec8 i, there are nu-ers e 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 e do not ha*e nu-ers ith the sae 6PA

3. create a ne ,older li8e LT@Client

". a8e a routes ,ile )nae it LT@Routes@*&.cs*+ ith routes ,or all the nu-ers in the -uc8et.

$. co!& all the nu-ers in a ne ,ile/ and on the second colun ta8e onl& the 6PA o, each

nu-er )Dle,t)A1/3++B sa*e the ,ile as cs* )the nae o, the ,ile should -e li8e LT@Client@*&@ 6PAs.cs* @ * stands ,or *ersion/ and & is the *ersion nu-er+

'. co!& the ne 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

nae o, the ,ile in the GI!ort the nu-ers )chan#e all the LT and :I: *alues accordin# to the

 -uc8et &oure or8in# on+

<. select onl& the quer& ,ro this section and run it

;. in the Generate the LT Ta-les section/ there are 3 !laces here &ou need to chan#e theJe/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 or8in# 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. 6ae the ,ile LT@Client@*&.cs*

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1$. o!en the ,ile ith a tet editor/ and Gre!lace all the ord Gtri##er ith the tri##er nu-er

)the ,irst nu-er ,or the -uc8et ,or ne -uc8ets/ or the old tri##er ,or older -uc8ets+

1'. sa*e the ,ile/ and co!& it *ia TP to the Linu achine in RO )1=2.1'.14.14 K user ltouch/

 !ass d3...+

1=. %%H to the Linu achine )also ith the ltouch user+

1<. run dos2uni ,ilenae ),ilenae is the nae o, the ,ile &ou ha*e Must co!ied+1;. edit )usin# *i or hate*er tet editor &ou li8e+ the ,ile lt@-uc8et#enerator.!l/ and chan#e thenae o, the ,ile &ou u!loaded )on the ro startin# ith Go!en+B also edit the alias to re,lect the

nu-er and nae o, the -uc8et/ and the ta-le nu-er to atch the ta-le &ou ill use ,or this

 -uc8et. %a*e and eit the editor

24. run the scri!t sa*in# the results in an ?L ,ile ).(lt@-uc8et#enerator.!l N LT@Client@*&.l+

21. run uni2dos LT@Client@*&.l

22. run 7i! LT@Client@*& LT@Client@*&.l

23. ,ro &ou co!uter TP 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 net ornin#

2$. co!& the ne created ,older on e-share on

FFRoania,s1Fsitchin#Fsitchin#F6o-el0i7FLocalTouch

/te's for 0/i -ersion of /ansa% 

1;. edit )usin# *i or hate*er tet editor &ou li8e+ the ,ile lt@-uc8et#enerator@%i.!l/ and

chan#e the nae o, the ,ile &ou u!loaded )on the ro startin# ith Go!en+B also edit the alias tore,lect the nu-er and nae o, the -uc8et/ and the ta-le nu-er to atch the ta-le &ou ill use

,or this -uc8et. %a*e and eit the editor

24. run the scri!t sa*in# the results in an ?L ,ile ).(lt@-uc8et#enerator@%i.!l N LT@Client@

*&@%i.l+

21. run uni2dos LT@Client@*&@%i.l22. run 7i! LT@Client@*&@%i LT@Client@*&@%i.l

23. ,ro &ou co!uter TP 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 net ornin# on the

%i -oes onl& )24<.'".".;1 is the te!orar& one+

2$. co!& the ne created ,older on e-share on

FFRoania,s1Fsitchin#Fsitchin#F6o-el0i7FLocalTouch

[edit] Local Touch Testin)

0e,ore #i*in# an LT -uc8et to the custoers e need to test the :I:s ,irst in order to a8e sure

that all o, the are coin# into our netor8.or this e ill -e usin# an tra,,ic #enerator a!!lication naed %IPP hich is installed on the

old 6a#ios ser*er at IP '$.2"<.1'.$4.

The scenario setu! ill -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. o into '$.2"<.1'.$4 ser*er and edit ith &our ,a*orite editor the ,ile (o!t(%IPPTests(call.sh -& coentin# the line 8illall si!!.

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2. o to on (o!t(Test6u-ers( and create a cs* ,ile/ a#ain ith &our ,a*orite editor/ and nae the

,ile as the nae o, the -uc8et )i.e. ,or -uc8et lt$4 nae the -uc8et lt$4.cs*+. The ,ile should ha*e

the ,olloin# structure9

@ on the ,irst line needs to ha*e the ord /<=U<>TIAL 

@ net lines should contain the list o, nu-ers ,olloed -& the B)i.e. '1;3<=='=;B+.

3. Run the ,olloin# coand9sipp 65.248.16.31 -bg -sf abra.xml -inf lt107.csv -i 65.248.16.50 -d 2000 -r1 -m 195 -l 1 -trace_err

>hich has the ,olloin# !araeters9-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 thescenarios.

-i - Set the local I! address for "Contact#"$"ia#"$ and "%rom#" headers. &se'(.)*+.,'.(

-d - Controls the length of calls. ore /recisely$ this controls the durationof "/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. akesure you /ut here the number of 0I0s from the bucket.

-trace4err - 5race all unex/ected messages in 6scenario file

name746/id74errors.log

or a list o, other !araeters &ou can chec8  this 

". A,ter the scenario is ended #o -ac8 into (o!t(%IPPTests(call.sh and ta8e the coentin# out

,ro 8illall si!!.

As soon as e ha*e a -uc8et read&/ e ill u!load the routes ith all :I:s in In-ound %ansa&/ha*in# in route resource $'. Resource $' is !ointin# to another asteris8 -o hich ansers the

calls and then han#u!. A,ter runnin# the %IPP a!!lication and is o*er e need to ait ,or a hileuntil the C:Rs are ritten on the %EL ser*er and then run the ,olloin# quer&9select distinct rigt!"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 ecel and co!ared ith the nu-er in the -uc8ets. %oe

ece!tion a!!ear and the& need to -e tested anuall&.

I, e test the nu-er anuall& and doesnt reach our netor8 e ill need to reo*e thatnu-er ,ro the -uc8et and echan#e it ith other or8in# nu-er )ith the sae 6PA+.

[edit] Local Touch /ecurit%

The #oal o, the !rocedure is to se!arate all LT -uc8ets e use ,or di,,erent clients in di,,erent

ta-les/ so that no client can use the tri##er ,ro another clients -uc8et. O, course e 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 ill not or8 ,or hi.

The securit& !rocedure is i!leented into the out-ound %ansa&s on :i#it ?ani!ulation enu

 -& assi#nin# each custoer is on :i#it ?ani!ulation Ta-le ):?T+.

ach client :?T needs to contain all the di#it ani!ulations ,or each o, the LT -uc8ets that isusin# and the :?T needs to also contain the %LCR di#it ani!ulations) the di#it ani!ulations

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needed hen the client is usin# other A6I then one o, the tri##ers+. The %LCR ill -e u!loaded

once alon# ith 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 sae as the ,irst LT assi#ned to

that custoer )i.e. %ound-ite :?T is 31 as the ,irst LT -uc8et assi#ned to the+.

Here are the ste!s on i!leentin# the LT securit& !rocedure91. 1. Create the ?i)it @ani'ulation Tale

1.1. ?i)it @a''in) Tale @enu

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1.&. Addin) a ne# ?i)it @a''in) Tale

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 numer %ou ha-e ust created5 B u'load the /LCR di)it mani'ulation 4if

is the first client LT uc!et5 

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

&.&. Im'ortin) a ne# ?i)it @a''in) List

3. Assi)n the ?@T to all inound resources of that client.  

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+.1. Assi)n ?@T to client inound resource

[edit] LT /'ecial clientssettin)s

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1.></D#e roadcast a TE numer 4F;;:;9;:+8 or F998;+97995 into this statesG

I"@>"0.  

To !rocess a -uc8et ,or the e need to run quer& %ection ' 0OR %ection $

@@@%ection '@@@

u!date LT'3routeQtest set did D <44;=34'44

here su-strin#)Route/ 3/ 3+ in )select n!a ,ro no-el-i7.d-o.TP?4'1$2411 here state in)OR/>I/?6/>++

u!date LT'3routeQtest set routeDre!lace)route/c/a+

here su-strin#)Route/ 3/ 3+ in )select n!a ,ro no-el-i7.d-o.TP?4'1$2411 here state in)OR/>I/?6/>++

u!date LT'3routeQtest set routeDre!lace)route/-/a+

here su-strin#)Route/ 3/ 3+ in )select n!a ,ro no-el-i7.d-o.TP?4'1$2411 here state in

)OR/>I/?6/>++

&. Healthcare Einancial /er-icesthe% #anted a Custom Local Touch Juc!et for the

follo#in) states onl%G @/" AL" LA" KA" @O" AR" T" O" and T>. 

I need to tal8 to Andrei as he #a*e e to run a di,,erent quer&/ -ut no eail ,ound no

+.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 ester-ille into this statesG CO EL. 

Here an eail ith their request9

ro9 Chad ?cCoric8  [1] 

%ent9 rida&/ une 2"/ 2411 1493' P?

To9 Ale 0adulescu )aleandru.-adulescuJno-el-i7.co+%u-Mect9 Local Touch ce!tion

I!ortance9 Hi#h

1. Please re@ena-le local touch e,,ecti*e iediatel&

2. Please -loc8 local touch calls to the ,olloin# states ,or ALL -uc8ets9Colorado/lorida

3. Please !ro*ide a ne :I: ,or each -uc8et )<$' nu-er ,or Cherr& Hill 0uc8ets and '1" ,or

Ohio -uc8ets+ to -e used instead o, a local nu-er hen a call is launched to one o, the states

a-o*e.

Please call & cell ith an& questions as Ill -e lea*in# the o,,ice shortl&.

Than8s/

Chad<$'.$24.;$$;

CommentsG 

@There are a lot o, clients that !ut in requests ,or the Tri##er to -e a nu-er ,ro the -uc8et ,roa s!eci,ic state/ or a nu-er the& onB 9 >%T A%%T

@,or the clients that requested to ha*e as Tri##er as T nu-er or an& other nu-er !lease !a&

attention hen &ou add it into T?. This is ,or the cases hen e do not a8e translation rules

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into $"44s and e 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 e9 %a,et&%er*ices@SP2 <''<=<;4;3 LT$<

6.CJC/ 

@ or the state o, >isconsin e need to !roMect the '1" nu-er ,ro the 0uc8et.

7.KC/er-ices ALL sites 

@ or the states o, Idaho/ >isconsin/ Ioa/ ?innesota and 6orth :a8ota e need to !roMect the

Tri##er A6I

;.Ocean Jeach Clu 

@ ece!tions state 9 OR/>I/?6/>

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