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DIVA and Data/Message Collection
Issue 4 September 1995
11-7
When the call is placed, vector processing begins in vector 30, which is the main
vector. Step 1 of the vector contains the
wait-time
command, which is placed
before the
collect digits
command in Step 2 to provide the caller with feedback in
the event a TTR is not immediately available. Once a TTR is connected, the
collect digits
command provides an announcement requesting the caller to enter
1, 2,
or
3
, depending upon the service desired. If the caller enters a digit other
than one of the three mentioned, or if the caller fails to enter any digits within 10
seconds, the command fails, and the call is routed to the attendant (Step 6). On
the other hand, if the caller enters
1, 2,
or
3
within 10 seconds, the call is routed
to the vector specified in the appropriate
route-to number
command, which
appears in Steps 3, 4, and 5.
Let’s say that, when prompted, the caller enters
3
because he or she wants to
learn about the net asset values of the company’s funds. In such a case, the
route-to number
commands in Step 3 and in Step 4 fail because, in each case,
the digit tested for in the condition portion of the command is not
3
. However, the
route-to number
command in Step 5 succeeds because the digit tested for
matches the one entered by the caller. Accordingly, the call is routed to VDN
extension 1033, and vector processing continues in vector 33.
The
announcement
command in Step 1 of vector 33 provides the caller with the
information on net asset values and then disconnects the call.
The process just described, whereby the caller receives information as a result of
making a request at the prompt, is an example of the
Data In/Voice Answer
(DIVA)
application.
Returning to the main vector, suppose another caller wants to make an enquiry
into his or her account and the caller enters
2
when prompted. In such a case,
Step 3 fails, but Step 4 succeeds. Accordingly, the call is routed to VDN
extension 1032, and vector processing continues in vector 32.
The
collect digits
command in Step 1 of vector 32 first requests the caller to enter
his or her 6-digit account number. The command then collects the digits entered
by the caller. Whether or not the caller correctly enters the digits, the
queue-to
main split
command in Step 2 queues the call. If an agent does not immediately
answer the call, the standard announcement is provided in Step 3 and, if
necessary, a delay is provided in Step 4. The
goto step
command in Step 5
returns call control back to Step 3, thus ensuring that the announcement-wait
cycle will continue until the agent answers the call, or until the caller abandons
the call.
The process just described, whereby the caller, when prompted, enters digits
that comprise an official number (an account number, in this case), is an
example of the Data Collection application. If the agent has a CALLR-INFO
button or a two-line display, the agent can see the digits entered by the caller. As
a result, the agent need not request the account number from the caller.