Hercules is a custom-built application developed specifically for a CamacIT client.
The client needed a way to automatically bill her client’s for time spent on the phone with her (she provides online counseling). Thus the application had to incorporate:
- call management capabilities such as fixed duration conferences and callbacks
- online billing (with separate authorization and capture phases)
- be fully automated and driven by voice menus or via a web interface
- allow customers to manage their account information via phone or online
- support promotions and special offers such as free minutes and discounted call rates on a per-user basis
- allow callers to speak with live customer service to resolve any issues
The system was developed using:
- Java for the core of the application
- 2-tier JSP/servlet front-end running on Tomcat / Apache
- MySQL for persistence, accessed via TopLink
- VXML for voice menus (or VUI as they like to call it),
- CC-XML for all the call connection and conferencing capabilities, and
- Authorize.net for payment processing, using their CIM (Customer Information Manager) to save client details, plus
- a few home-grown application design patterns that brought it all together in a very harmonious way.
The system was deployed in mid 2009 and is doing well. You can see the web interface at www.dilanidiva.com and the VUI via the toll free number 1 866 677 3482.
This project provided an excellent opportunity to look at how these popular technologies (favorites of mine) could be incorporated to address an existing business opportunity. Some of the design patterns and concepts discovered during this project have turned out to be very valuable and effective in managing the complexity of such applications.