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Call Vectoring Commands
A-36 Issue 4 September 1995
converse-on skill
57
pri
h
passing
vdn
and
ani
converse-on skill
3rd
pri
t
passing
digits
and
qpos
converse-on skill
23
pri
h
passing
wait
and
none
Operation
NOTE:
Refer to Appendix H for details regarding call flows involving the
converse-on
command.
The
converse-on
command is designed primarily to integrate Voice Response
Units (VRUs), principally the CONVERSANT Voice Information System (VIS), with
the DEFINITY system. The command effects data passing between DEFINITY
and the VRU, and it enables the caller to hear the appropriate voice response
script housed in the VRU.
If the command is successful, it delivers the call to a predetermined split (skill),
which is referred to as the converse split (skill). Once the call is answered by the
VRU, the command may or may not pass data to the VRU (depending upon the
parameters of the command). Regardless of whether or not data is passed, the
caller is then connected to the VRU, which in turn executes the voice response
script. If by this time the call has already queued to a nonconverse split (skill), the
call retains its position in the nonconverse split (skill) queue. If an agent from the
nonconverse split (skill) becomes available to service the call while the voice
response script is being executed, DEFINITY drops the line to the voice
information system and connects the caller to the available agent. The voice
information system, in turn, detects the disconnect and terminates the voice
response script. Whenever a voice response script is executed, any audible
feedback provided by the vector is disconnected, and no further vector steps are
executed until the voice response script is executed.
The VRU may or may not eventually return data to the switch. If, once the voice
response script is completed, there is no data to be returned from the voice
information system to DEFINITY, the VRU drops the line to DEFINITY, and vector
processing is reactivated on the switch.
If there is data to be returned to the switch, the ‘‘Converse data return code’’ is
outpulsed before the data to be passed is outpulsed. Once all VRU data is
received, it is stored in the Call Prompting digits buffer as dial-ahead digits, and
vector processing is reactivated. Digits returned by the voice information system
are not heard by the caller.
Digits returned from the VRU can be:
■ Displayed on the answering agent’s display set (automatically for 2-line
displays, or by using the ‘‘CALLR-INFO’’ button for 1-line displays)
■ Treated as an extension in a
route-to digits
step