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Call Prompting
5-10 Issue 4 September 1995
Entries in Vector Routing Tables can also be tested against the telephone
number of the caller (ANI). See "ANI and II-Digits Routing" on page 7-1 for more
information.
Using Digits to Select Options
Call Prompting allows you to provide a menu of options that the caller can use to
satisfy his or her information needs. The caller selects the desired option by
entering the appropriate requested digit. Once the digit is entered, a conditional
branch to the appropriate treatment is made. The treatment is usually provided
via the
route-to number
command.
The following vector illustrates how digits are used to select options.
Figure 5-6. Using Digits to Select Options
In Step 2 of this vector, the user is asked to enter either 1 or 2, depending upon
the service he or she desires. If one of these digits is entered, the appropriate
one of the next two steps (3 through 4) routes the call to the relevant extension
(that is, either 4101 or 4102). If one of the digits is not entered, the call is routed
to the attendant (Step 5).
Displaying Digits on the Agent’s Set
The customer may choose to include the CALLR-INFO button at the agents’
display stations to help process calls that are serviced by the Call Prompting
feature. However, if the agent has a 2-line display set, such as a 7407 or
Callmaster, the collected digits are automatically displayed on the second line.
These digits remain on this line until they are overwritten, even after the call is
released by the agent. On the other hand, for other display sets, the agent must
press the CALLR-INFO button to display the collected digits.
The customer might find it beneficial to install this button if he or she wishes to
expedite calls by reducing the amount of time agents spend on the telephone.
For example, the button could be set up to collect specific information (such as a
1. wait-time 0 seconds hearing ringback
2. collect 1 digits after announcement 3531
(Thank you for calling Bug Out Exterminators. If you
wish to learn about the services we provide, please
dial 1. If you’d like to set up an appointment for
one of our representatives to visit your home or
place of business, please dial 2.)
3. route-to number 4101 with cov y if digit = 1
4. route-to number 4102 with cov y if digit = 2
5. route-to number 0 with cov n if unconditionally
6. disconnect after announcement none