AT&T 555-230-520 manual Example 2 Automated Attendant

Call Vectoring Applications

call is queued, Steps 9 through 11 implement an announcement-wait cycle that continues until an agent answers the call, or until the caller abandons the call.

A call placed by a nonpriority customer is processed by vector 21. Vector 21 provides a treatment similar to that provided by vector 22. The three differences are that: the nonpriority customer’s call is not given the chance to be queued to more than one split; the priority customer’s call is given a higher priority in the queue; and the priority customer’s call routes to an operator when there are too many calls queued whereas the nonpriority customer routes to a busy signal.

Automated Attendant

Example 2 illustrates Automated Attendant, which is one of the applications that can be supported by the Call Prompting feature. Automated Attendant allows the caller to enter the extension of the party the caller would like to reach.

Depending upon the parameters established, the user can enter up to 16 digits from a touch-tone phone.

Automated Attendant is usually used for customers without DID trunks whose callers know the extension of the people they are calling. Because it reduces the need for ‘‘live attendants,’’ Automated Attendant allows the customer to reduce costs.

Here’s an example of a vector that implements Automated Attendant:

1.wait-time 0 seconds hearing ringback

2.collect 5 digits after announcement 30001

(‘‘You have reached Ridel Publications in Greenbrook. Please dial a 5-digit extension or wait for the attendant.’’)

3.route-to digits with coverage y

4.route-to number 0 with cov n if unconditionally

5.stop

Figure 11-2. Example 2: Automated Attendant

Step 1 of this vector contains the wait-timecommand, which is placed before the collect digits command in Step 2 to provide the caller with ringback in the event that a TTR is not immediately available. (Recall that a TTR must be connected in order for the collect digits command to take effect.) Once a TTR is connected, the caller is prompted to enter the destination extension of the party he or she would like to reach (Step 2). The collect digits command in Step 2 collects the digits. Thereafter, the route-to digits command in Step 3 attempts to route the call to the destination.

11-4Issue 4 September 1995