AT&T 555-230-520 manual

converse-on split (skill)

■Queue Status

All queue status display, queue status indication and queue warning wall lamp feature capabilities also apply to calls queued by the converse-oncommand.

■Queuing

Calls handled by the converse-onstep queue when they are delivered to busy hunt groups. Call Vectoring audible feedback is not disconnected while a converse call is in queue.

If a converse-onstep is executed while a call is queued to a nonconverse split (skill), the call remains in queue for the nonconverse split (skill).

The queue priority of the call is administrable on the vector step.

■Recorded Announcement

VRI may be used to increase the system’s recorded announcement capacity by offloading some recorded announcements to the VRU. Callers can be redirected by the converse-onstep to a group of VRU ports and use data passing to specify the correct announcement to play.

■Redirection on No Answer (RONA)

If a converse-onstep places a call to a hunt group with a ‘‘no answer timeout’’ administered, and if the call rings at an agent terminal/port for longer than the administered timeout, the call is redirected, and the agent/port is put into the AUX work state (or logged out if the agent is a member of an auto-available split (skill)).

Thereafter, under RONA, the call is requeued to the split (skill) unless there is no room in the queue or unless this is an auto-available split (skill) whose agents are all logged out. If the call cannot be requeued, the converse-onstep fails, a vector event is logged, and vector processing is restarted at the next vector step.

■Service Observing

Calls placed by a converse-onstep may be service observed. To prevent the observer from hearing tones being outpulsed to the VRU, the observer is not connected to the call until the data passing phase is complete. If data is returned by the VRU, the observer is put in service observing pending mode, and the calling party is temporarily put on hold while the VRU digits are outpulsed. Upon completion of the converse session, and once the VRU hangs up the line, the observer remains in service observing pending mode.

It is not recommended that a service observing warning tone be administered since the warning tone may interfere with the interaction between the voice information system and the calling party.

■System Access Terminal (SAT)

converse-onsteps may be administered from the SAT terminal.

Issue 4 September 1995 A-43