AT&T 555-230-520 manual Voice Response Scripts, Disconnecting a Call

Basic Call Vectoring

The disconnect command itself has a built-in announcement option. We saw an example of the command when we were discussing information announcements earlier in this chapter. Here’s the example again:

disconnect after announcement 2918 (‘‘Today has

been declared a snow day. Please report for work tomorrow at 8 P.M.’’)

Figure 4-8. Disconnecting a Call

This example presents an ideal use of the disconnect command. The caller is given recorded information that, by its very content, resolves a problem with such finality that the caller feels no need to follow up on his or her call.

Voice Response Scripts

Voice Response Integration (VRI) is designed to enhance the integration of AT&T’s DEFINITY call center systems and to integrate DEFINITY Call Vectoring with the capabilities of voice response units (VRUs), particularly AT&T’s CONVERSANT Voice Information System.

VRI can do the following:

■Execute a VRU script while retaining control of the call in DEFINITY vector processing.

■Execute a VRU script while the call remains in the split queue and retains its position in the queue.

■Pool CONVERSANT ports for multiple applications (which previously was possible only when ASAI was present.)

■Use a VRU as a flexible external announcement device.

■Pass data between the DEFINITY switch and a VRU.

■Tandem VRU data through the DEFINITY switch to an ASAI host.

The capabilities in the previous list are provided by the converse-on split command, which is an enhancement to the Basic Call Vectoring customer option. The converse-on split Call Vectoring step is specifically designed to integrate a VRU with the DEFINITY Automatic Call Distribution (ACD). VRI allows VRU capabilities to be used while keeping control of the call in the DEFINITY ACD. The inclusion of VRUs with vector processing provides the following advantages:

■Access to local and host databases.

■Validation of caller information.

4-8Issue 4 September 1995