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converse-on split (skill)
Issue 4 September 1995
A-43
■ Queue Status
All queue status display, queue status indication and queue warning wall
lamp feature capabilities also apply to calls queued by the
converse-on
command.
■ Queuing
Calls handled by the
converse-on
step queue when they are delivered to
busy hunt groups. Call Vectoring audible feedback is not disconnected
while a converse call is in queue.
If a
converse-on
step is executed while a call is queued to a nonconverse
split (skill), the call remains in queue for the nonconverse split (skill).
The queue priority of the call is administrable on the vector step.
■ Recorded Announcement
VRI may be used to increase the system’s recorded announcement
capacity by offloading some recorded announcements to the VRU. Callers
can be redirected by the
converse-on
step to a group of VRU ports and
use data passing to specify the correct announcement to play.
■ Redirection on No Answer (RONA)
If a
converse-on
step places a call to a hunt group with a ‘‘no answer
timeout’’ administered, and if the call rings at an agent terminal/port for
longer than the administered timeout, the call is redirected, and the
agent/port is put into the AUX work state (or logged out if the agent is a
member of an auto-available split (skill)).
Thereafter, under RONA, the call is requeued to the split (skill) unless
there is no room in the queue or unless this is an auto-available split (skill)
whose agents are all logged out. If the call cannot be requeued, the
converse-on
step fails, a vector event is logged, and vector processing is
restarted at the next vector step.
■ Service Observing
Calls placed by a
converse-on
step may be service observed. To prevent
the observer from hearing tones being outpulsed to the VRU, the observer
is not connected to the call until the data passing phase is complete. If
data is returned by the VRU, the observer is put in service observing
pending mode, and the calling party is temporarily put on hold while the
VRU digits are outpulsed. Upon completion of the converse session, and
once the VRU hangs up the line, the observer remains in service
observing pending mode.
It is not recommended that a service observing warning tone be
administered since the warning tone may interfere with the interaction
between the voice information system and the calling party.
■ System Access Terminal (SAT)
converse-on
steps may be administered from the SAT terminal.