AT&T 555-230-520 manual Converse Call Placement

Detailed Call Flow for Converse—VRI Calls

Converse Call Placement

The first action taken by the converse-onstep is to deliver the call to the converse split. Ringback tone is not heard by the caller. Any audible feedback supplied by vector processing remains until the VRU answers the call and all digits (if administered) have been outpulsed to the VRU. Vector processing is suspended. Callers remain in any nonconverse split queues, and they retain their position in queue while the converse session is active.

If a Call Prompting TN744 TTR is allocated to the call, the TTR is released. Any dial-ahead digits are discarded. However, any digits collected prior to the converse-onstep are kept.

Calls to busy converse splits are allowed to queue. The priority of the call in queue is administrable within the converse-onstep. Again, any audible feedback supplied by vector processing continues until the call is answered by the VRU and any data is outpulsed. Calls to busy converse splits have either no queue or a full queue fail. For this scenario, a vector event is logged, and vector processing continues at the next vector step.

Whenever a converse-onstep places a call to an auto-available split whose agents are all logged out, the call is not queued. Instead, the converse-onstep fails, a vector event is logged, and vector processing continues at the next vector step.

NOTE:

Usually, this scenario occurs whenever the Voice Response Unit (VRU) goes down, the ports are members of an Auto-Available Split (AAS) and the Redirection on No Answer (RONA) feature has taken all the ports out of service.

The originator’s display is not changed by the terminating or answering of a converse call. Also, whenever a call is delivered to a display station via a converse-onstep, the station displays the following information: ‘‘Originator Name to VDN Name.’’ Conventional Call Vectoring rules for Override are in effect.

Valid destinations for converse calls must be vector-controlled and include the following:

—Hunt g roups

—ACD (including Auto-A vailable) splits

—Agent (i ncluding Auto-Available) skill groups

—AUDIX hunt groups.

Undefined and nonvector-controlled hunt group, split or skill numbers are rejected at administration time.

H-2Issue 4 September 1995