mirror of http://gerrit.asterisk.org/asterisk
add privacy/screening functionality to app_dial (bug #752)
git-svn-id: https://origsvn.digium.com/svn/asterisk/trunk@6102 65c4cc65-6c06-0410-ace0-fbb531ad65f31.2-netsec
Kevin P. Fleming
20 years ago
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Title: Everything About The Privacy Options In The Dial Command That
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You Never Wanted To Know, And Even A Little More On Zapateller and
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PrivacyManager:
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by Steve Murphy
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So, you want to avoid talking to pesky telemarketers/charity
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seekers/poll takers/magazine renewers/etc?
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=============
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First of all:
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=============
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Try the FTC "Don't call" database, this alone will reduce your
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telemarketing call volume considerably. (see:
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https://www.donotcall.gov/default.aspx ) But, this list won't protect
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from the Charities, previous business relationships, etc.
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=================================
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Next, Fight against autodialers!!
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=================================
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Zapateller detects if callerid is present, and if not, plays the
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da-da-da tones that immediately precede messages like, "I'm sorry,
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the number you have called is no longer in service."
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Most humans, even those with unlisted/callerid-blocked numbers, will
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not immediately slam the handset down on the hook the moment they hear
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the three tones. But autodialers seem pretty quick to do this.
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I just counted 40 hangups in Zapateller over the last year in my
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CDR's. So, that is possibly 40 different telemarketers/charities that have
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hopefully slashed my back-waters, out-of-the-way, humble home phone
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number from their lists.
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I highly advise Zapateller for those seeking the nirvana of "privacy".
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=======================================
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Next, Fight against the empty CALLERID!
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=======================================
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A considerable percentage of the calls you don't want, come from
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sites that do not provide CallerID.
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Null callerid's are a fact of life, and could be a friend with an
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unlisted number, or some charity looking for a handout. The
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PrivacyManager application can help here. It will ask the caller to
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enter a 10-digit phone number. They get 3 tries(configurable), and this is
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configurable, with control being passed to priority+101 if they won't
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supply one.
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PrivacyManager can't guarantee that the number they supply is any
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good, tho, as there is no way to find out, short of hanging up and
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calling them back. But some answers are obviously wrong. For instance,
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it seems a common practice for telemarketers to use your own number
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instead of giving you theirs. A simple test can detect this. More
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advanced tests would be to look for -555- numbers, numbers that count
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up or down, numbers of all the same digit, etc.
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My logs show that 39 have hung up in the PrivacyManager script over
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the last year.
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(Note: Demanding all unlisted incoming callers to enter their CID may
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not always be appropriate for all users. Another option might be to
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use call screening. See below.)
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==========================
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Next, use a WELCOME MENU !
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==========================
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Experience has shown that simply presenting incoming callers with
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a set of options, no matter how simple, will deter them from calling
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you. In the vast majority of situations, a telemarketer will simply
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hang up rather than make a choice and press a key.
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This will also immediately foil all autodialers that simply belch a
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message in your ear and hang up.
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----------------------------------------------
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Example usage of Zapateller and PrivacyManager:
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----------------------------------------------
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[homeline]
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exten => s,1,Answer
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exten => s,2,SetVar,repeatcount=0
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exten => s,3,Zapateller,nocallerid
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exten => s,4,PrivacyManager
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exten => s,105,Background(tt-allbusy) ;; do this if they don't enter a number to Privacy Manager
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exten => s,106,Background(tt-somethingwrong)
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exten => s,107,Background(tt-monkeysintro)
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exten => s,108,Background(tt-monkeys)
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exten => s,109,Background(tt-weasels)
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exten => s,110,Hangup
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exten => s,5,GotoIf($[ "${CALLERIDNUM}" = "7773334444" & "${CALLERIDNAME}" : "Privacy Manager" ]?callerid-liar|s|1:s|7)
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I suggest using Zapateller at the beginning of the context, before
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anything else, on incoming calls.This can be followed by the
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PrivacyManager App.
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Make sure, if you do the PrivacyManager app, that you take care of the
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error condition! or their non-compliance will be rewarded with access
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to the system. In the above, if they can't enter a 10-digit number in
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3 tries, they get the humorous "I'm sorry, but all household members
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are currently helping other telemarketers...", "something is terribly
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wrong", "monkeys have carried them away...", various loud monkey
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screechings, "weasels have...", and a hangup. There are plenty of
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other paths to my torture scripts, I wanted to have some fun.
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In nearly all cases now, the telemarketers/charity-seekers that
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usually get thru to my main intro, hang up. I guess they can see it's
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pointless, or the average telemarketer/charity-seeker is instructed
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not to enter options when encountering such systems. Don't know.
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===================
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Next: Torture Them!
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===================
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I have developed an elaborate script to torture Telemarketers, and
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entertain friends. (See
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http://www.voip-info.org/wiki-Asterisk+Telemarketer+Torture )
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While mostly those that call in and traverse my teletorture scripts
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are those we know, and are doing so out of curiosity, there have been
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these others from Jan 1st,2004 thru June 1st, 2004:
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(the numbers may or may not be correct.)
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603890zzzz hung up telemarket options.
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"Integrated Sale" called a couple times. hung up in telemarket options
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"UNITED STATES GOV" (-- maybe a military recruiter, trying to lure one of my sons).
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800349zzzz -- hung up in charity intro
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800349zzzz -- hung up in charity choices, intro, about the only one who actually travelled to the bitter bottom of the scripts!
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216377zzzz -- hung up the magazine section
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626757zzzz = "LIR " (pronounced "Liar"?) hung up in telemarket intro, then choices
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757821zzzz -- hung up in new magazine subscription options.
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That averages out to maybe 1 a month. That puts into question whether
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the ratio of the amount of labor it took to make the scripts versus
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the benefits of lower call volumes was worth it, but, well, I had fun,
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so what the heck.
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but, that's about it. Not a whole lot. But I haven't had to say "NO"
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or "GO AWAY" to any of these folks for about a year now ...!
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========================================
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Using Call Screening
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=======================================
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Another option is to use call screening in the Dial command. It has
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two main privacy modes, one that remembers the CID of the caller, and
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how the callee wants the call handled, and the other, which does not
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have a "memory".
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Turning on these modes in the dial command results in this sequence of
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events, when someone calls you at an extension:
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1. The caller calls the Asterisk system, and at some point, selects an
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option or enters an extension number that would dial your extension.
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2. Before ringing your extension, the caller is asked to supply an
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introduction. The application asks them: "After the tone, say your
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name". They are allowed 4 seconds of introduction.
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3. After that, they are told "Hang on, we will attempt to connect you
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to your party. Depending on your dial options, they will hear ringing
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indications, or get music on hold. I suggest music on hold.
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4. Your extension is then dialed. When (and if) you pick up, you are
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told that a caller presenting themselves as <their recorded intro is
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played> is calling, and you have options, like being connected,
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sending them to voicemail, torture, etc.
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5. You make your selection, and the call is handled as you chose.
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There are some variations, and these will be explained in due course.
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To use these options, set your Dial to something like:
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exten => 3,3,Dial(Zap/5r3&Zap/6r3|35|tmPA(beep))
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or
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exten => 3,3,Dial(Zap/5r3&Zap/6r3|35|tmP(something)A(beep))
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or
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exten => 3,3,Dial(Zap/5r3&Zap/6r3|35|tmpA(beep))
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The 't' allows the dialed party to transfer the call using '#'. It's
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optional.
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The 'm' is for music on hold. I suggest it. Otherwise, the calling
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party gets to hear all the ringing, and lack thereof. It is generally
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better to use Music On Hold. Lots of folks hang up after the 3rd or
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4th ring, and you might lose the call before you can enter an option!
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The 'P' option alone will database everything using the extension as a
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default 'tree'. To get multiple extensions sharing the same database, use
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P(some-shared-key). Also, if the same person has multiple extensions,
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use P(unique-id) on all their dial commands.
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Use little 'p' for screening. Every incoming call will include a
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prompt for the callee's choice.
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the A(beep), will generate a 'beep' that the callee will hear if they
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choose to talk to the caller. It's kind of a prompt to let the callee
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know that he has to say 'hi'. It's not required, but I find it
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helpful.
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When there is no CallerID, P and p options will always record an intro
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for the incoming caller. This intro will be stored temporarily in the
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/var/lib/asterisk/sounds/priv-callerintros dir, under the name
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NOCALLERID_<extension><channelname> and will be erased after the
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callee decides what to do with the call.
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Of course, NOCALLERID is not stored in the database. All those with no
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CALLERID will be considered "Unknown".
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========================
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The 'N' and 'n' options
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========================
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Two other options exist, that act as modifiers to the privacy options
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'P' and 'p'. They are 'N' and 'n'. You can enter them as dialing
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options, but they only affect things if P or p are also in the
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options.
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'N' says, "Only screen the call if no CallerID is present". So, if a
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callerID were supplied, it will come straight thru to your extension.
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'n' says, "Don't save any introductions". Folks will be asked to
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supply an introduction ("At the tone, say your name") every time they
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call. Their introductions will be removed after the callee makes a
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choice on how to handle the call. Whether the P option or the p option
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is used, the incoming caller will have to supply their intro every
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time they call.
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=======================
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Recorded Introductions
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=======================
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[Philosophical Side Note:
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The 'P' option stores the CALLERID in the database, along with the
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callee's choice of actions, as a convenience to the CALLEE, whereas
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introductions are stored and re-used for the convenience of the CALLER.]
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Unless instructed to not save introductions (see the 'n' option above),
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the screening modes will save the recordings of the caller's names in
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the directory /var/lib/asterisk/sounds/priv-callerintros, if they have
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a CallerID. Just the 10-digit callerid numbers are used as filenames,
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with a ".gsm" at the end.
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Having these recordings around can be very useful, however...
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First of all, if a callerid is supplied, and a recorded intro for that
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number is already present, the caller is spared the inconvenience of
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having to supply their name, which shortens their call a bit.
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Next of all, these intros can be used in voicemail, played over
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loudspeakers, and perhaps other nifty things. For instance:
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exten => s,7,System(/usr/bin/play /var/lib/asterisk/sounds/priv-callerintros/${CALLERIDNUM}.gsm&|0)
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When a call comes in at the house, the above priority gets executed,
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and the callers intro is played over the phone systems speakers. This
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gives us a hint who is calling.
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(Note: the |0 option at the end of the System command above, is a
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local mod I made to the System command. It forces a 0 result code to
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be returned, whether the play command successfully completed or
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not. Therefore, I don't have to ensure that the file exists or
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not. While I've turned this mod into the developers, it hasn't been
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incorporated yet. You might want to write an AGI or shell script to
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handle it a little more intelligently)
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And one other thing. You can easily supply your callers with an option
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to listen to, and re-record their introductions. Here's what I did in
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the home system's extensions.conf. (assume that a
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Goto(home-introduction|s|1) exists somewhere in your main menu as an
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option):
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[home-introduction]
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exten => s,1,Background,intro-options ;; Script: To hear your Introduction, dial 1.
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;; to record a new introduction, dial 2.
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;; to return to the main menu, dial 3.
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;; to hear what this is all about, dial 4.
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exten => 1,1,Playback,priv-callerintros/${CALLERIDNUM}
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exten => 1,2,Goto(s,1)
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exten => 2,1,Goto(home-introduction-record,s,1)
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exten => 3,1,Goto(homeline,s,7)
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exten => 4,1,Playback,intro-intro ;; Script:
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;; This may seem a little strange, but it really is a neat
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;; thing, both for you and for us. I've taped a short introduction
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;; for many of the folks who normally call us. Using the Caller ID
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;; from each incoming call, the system plays the introduction
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;; for that phone number over a speaker, just as the call comes in.
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;; This helps the folks
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;; here in the house more quickly determine who is calling.
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;; and gets the right ones to gravitate to the phone.
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;; You can listen to, and record a new intro for your phone number
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;; using this menu.
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exten => 4,2,Goto(s,1)
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exten => t,1,Goto(s,1)
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exten => i,1,Background,invalid
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exten => i,2,Goto(s,1)
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exten => o,1,Goto(s,1)
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[home-introduction-record]
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exten => s,1,Background,intro-record-choices ;; Script:
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;; If you want some advice about recording your
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;; introduction, dial 1.
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;; otherwise, dial 2, and introduce yourself after
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;; the beep.
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exten => 1,1,Playback,intro-record
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;; Your introduction should be short and sweet and crisp.
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;; Your introduction will be limited to 4 seconds.
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;; This is NOT meant to be a voice mail message, so
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;; please, don't say anything about why you are calling.
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;; After we are done making the recording, your introduction
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;; will be saved for playback.
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;; If you are the only person that would call from this number,
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;; please state your name. Otherwise, state your business
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;; or residence name instead. For instance, if you are
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;; friend of the family, say, Olie McPherson, and both
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;; you and your kids might call here a lot, you might
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;; say: "This is the distinguished Olie McPherson Residence!"
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;; If you are the only person calling, you might say this:
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;; "This is the illustrious Kermit McFrog! Pick up the Phone, someone!!"
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;; If you are calling from a business, you might pronounce a more sedate introduction,like,
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;; "Fritz from McDonalds calling.", or perhaps the more original introduction:
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;; "John, from the Park County Morgue. You stab 'em, we slab 'em!".
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;; Just one caution: the kids will hear what you record every time
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;; you call. So watch your language!
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;; I will begin recording after the tone.
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;; When you are done, hit the # key. Gather your thoughts and get
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;; ready. Remember, the # key will end the recording, and play back
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;; your intro. Good Luck, and Thank you!"
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exten => 1,2,Goto(2,1)
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exten => 2,1,Background,intro-start
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;; OK, here we go! After the beep, please give your introduction.
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exten => 2,2,Background,beep
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exten => 2,3,Record,priv-callerintros/${CALLERIDNUM}:gsm|4
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exten => 2,4,Background,priv-callerintros/${CALLERIDNUM}
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exten => 2,5,Goto(home-introduction,s,1)
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exten => t,1,Goto(s,1)
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exten => i,1,Background,invalid
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exten => i,2,Goto(s,1)
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exten => o,1,Goto(s,1)
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In the above, you'd most likely reword the messages to your liking,
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and maybe do more advanced things with the 'error' conditions (i,o,t priorities),
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but I hope it conveys the idea...
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