AT&T 555-230-520 manual Detailed Call Flow for Converse VRI Calls, Introduction

Detailed Call Flow for Converse—	H
VRI Calls

Introduction

This appendix discusses the detailed call flow for calls involving a converse-onvector step and Voice Response Integration (VRI). This call flow is segmented into the following phases:

1.Converse call placement

2.Data passing (optional)

3.VRU data collection (optional)

4.Script execution

5.Data return (optional)

6.Script completion

7.DEFINITY switch data collection (optional)

NOTE:

If, during any phase of this call flow, a converse-onstep is executed while the caller is in the split queue and an agent becomes available to service the caller, the VRU port is dropped, vector processing is terminated, and the calling party is immediately connected to the available agent.

NOTE:

If EAS is optioned, ‘‘s(S)kill’’ replaces ‘‘split.’’

Issue 4 September 1995 H-1