AT&T 555-230-520 manual Diva and Data/Message Collection

DIVA and Data/Message Collection

If the route-to digits command fails (because the caller fails to enter any digits, or because the digits entered do not comprise a valid extension), the route-to number command in Step 4 routes the call to the attendant. However, as long as the destination is a valid extension, the route-to digits command succeeds, coverage applies, and vector processing terminates. (Even if the destination is busy, vector processing terminates because coverage call processing takes effect.)

DIVA and Data/Message Collection

Example 3 involves a mutual fund company that is open 24 hours a day, seven days a week. All incoming calls are directed to a single VDN extension that maps to a main vector. The main vector presents a menu of options to the calling party, and it uses Call Prompting to determine the desired service. Three services are offered, and they are identified and described as follows:

■New accounts enables the customer to open a new account.

■Account inquiries enables the customer to make inquiries concerning his or her account.

■Net asset values enables the customer to hear information concerning the net asset values of company’s funds.

If the caller selects ‘‘account inquiries,’’ he or she is prompted to input his or her account number before being answered by an agent. The agent can display this number via use of the CALLR-INFO button, if the button is available and needed.

NOTE:

If the agent has two-line display supported by the system, the account number is automatically displayed on the second line. The supported display terminals include: 7404, 7407, 7444, 8434 and CALLMASTER.

NOTE:

CALLMASTER sets are unable to display CALLR-INFO information for a ringing call. However, this information is displayed once the call is answered.

This example uses three other applications that can be supported by the Call Prompting feature. These applications are described as follows:

■Data In/Voice Answer (DIVA) allows a caller to receive information on a topic selected at the prompt. The caller selects the desired topic by entering the appropriate digit(s).

■Data Collection provides a method of collecting digits from a caller. The digits requested comprise an official number of some sort (for example, Social Security Number), and they help the Call Center process the call more efficiently.

Issue 4 September 1995 11-5