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Issue 4 September 1995 H-1
H
Detailed Call Flow for Converse—
VRI Calls
Introduction
This appendix discusses the detailed call flow for calls involving a
converse-on
vector step and Voice Response Integration (VRI). This call flow is segmented
into the following phases:
1. Converse call placement
2. Data passing (optional)
3. VRU data collection (optional)
4. Script execution
5. Data return (optional)
6. Script completion
7. DEFINITY switch data collection (optional)
NOTE:
If, during any phase of this call flow, a
converse-on
step is executed while
the caller is in the split queue and an agent becomes available to service
the caller, the VRU port is dropped, vector processing is terminated, and
the calling party is immediately connected to the available agent.
NOTE:
If EAS is optioned, ‘‘s(S)kill’’ replaces ‘‘split.’’