AT&T 555-230-520 manual Operation

Call Vectoring Commands

converse-onskill 57 pri h passing vdn and ani

converse-onskill 3rd pri t passing digits and qpos

converse-onskill 23 pri h passing wait and none

Operation

NOTE:

Refer to Appendix H for details regarding call flows involving the converse-oncommand.

The converse-oncommand is designed primarily to integrate Voice Response Units (VRUs), principally the CONVERSANT Voice Information System (VIS), with the DEFINITY system. The command effects data passing between DEFINITY and the VRU, and it enables the caller to hear the appropriate voice response script housed in the VRU.

If the command is successful, it delivers the call to a predetermined split (skill), which is referred to as the converse split (skill). Once the call is answered by the VRU, the command may or may not pass data to the VRU (depending upon the parameters of the command). Regardless of whether or not data is passed, the caller is then connected to the VRU, which in turn executes the voice response script. If by this time the call has already queued to a nonconverse split (skill), the call retains its position in the nonconverse split (skill) queue. If an agent from the nonconverse split (skill) becomes available to service the call while the voice response script is being executed, DEFINITY drops the line to the voice information system and connects the caller to the available agent. The voice information system, in turn, detects the disconnect and terminates the voice response script. Whenever a voice response script is executed, any audible feedback provided by the vector is disconnected, and no further vector steps are executed until the voice response script is executed.

The VRU may or may not eventually return data to the switch. If, once the voice response script is completed, there is no data to be returned from the voice information system to DEFINITY, the VRU drops the line to DEFINITY, and vector processing is reactivated on the switch.

If there is data to be returned to the switch, the ‘‘Converse data return code’’ is outpulsed before the data to be passed is outpulsed. Once all VRU data is received, it is stored in the Call Prompting digits buffer as dial-ahead digits, and vector processing is reactivated. Digits returned by the voice information system are not heard by the caller.

Digits returned from the VRU can be:

■Displayed on the answering agent’s display set (automatically for 2-line displays, or by using the ‘‘CALLR-INFO’’ button for 1-line displays)

■Treated as an extension in a route-to digits step

A-36Issue 4 September 1995