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Call Vectoring Applications
11-4 Issue 4 September 1995
call is queued, Steps 9 through 11 implement an announcement-wait cycle that
continues until an agent answers the call, or until the caller abandons the call.
A call placed by a nonpriority customer is processed by vector 21. Vector 21
provides a treatment similar to that provided by vector 22. The three differences
are that: the nonpriority customer’s call is not given the chance to be queued to
more than one split; the priority customer’s call is given a higher priority in the
queue; and the priority customer’s call routes to an operator when there are too
many calls queued whereas the nonpriority customer routes to a busy signal.
Automated Attendant
Example 2 illustrates Automated Attendant, which is one of the applications that
can be supported by the Call Prompting feature. Automated Attendant allows the
caller to enter the extension of the party the caller would like to reach.
Depending upon the parameters established, the user can enter up to 16 digits
from a touch-tone phone.
Automated Attendant is usually used for customers without DID trunks whose
callers know the extension of the people they are calling. Because it reduces the
need for ‘‘live attendants,’’ Automated Attendant allows the customer to reduce
costs.
Here’s an example of a vector that implements Automated Attendant:
Figure 11-2. Example 2: Automated Attendant
Step 1 of this vector contains the
wait-time
command, which is placed before the
collect digits
command in Step 2 to provide the caller with ringback in the event
that a TTR is not immediately available. (Recall that a TTR must be connected in
order for the
collect digits
command to take effect.) Once a TTR is connected,
the caller is prompted to enter the destination extension of the party he or she
would like to reach (Step 2). The
collect digits
command in Step 2 collects the
digits. Thereafter, the
route-to digits
command in Step 3 attempts to route the call
to the destination.
1. wait-time 0 seconds hearing ringback
2. collect 5 digits after announcement 30001
(‘‘You have reached Ridel Publications in Greenbrook.
Please dial a 5-digit extension or wait for the
attendant.’’)
3. route-to digits with coverage y
4. route-to number 0 with cov n if unconditionally
5. stop