AT&T 555-230-520 4-8 , Voice Response Scripts

Basic Call Vectoring
4-8 Issue 4 September 1995
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:
Figure 4-8. Disconnecting a Call
This example presents an ideal use of the
disconnect comma n d. The caller is
given recorded information t h at, by its very conte n t, resolves a probl em w ith 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 q ueue a n d retain s
its posi tion in the q ueue.
■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 bet ween the DEFINITY switch and a VRU.
■Tandem VRU data through the DEFINITY swi tch to an ASAI host.
The cap abil ities 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 Auto matic Call Distribu t ion (ACD). VRI allows
VRU capabilities to be used while keeping control of the call in the DEFINI TY
ACD. The inclusion of VRUs with vector processing provides the following
advantages:
■Access to local and host databases.
■Validation of caller information.
disconnect after announcement 2918 (‘‘Today has
been declared a snow day. Please report for work tomorrow
at 8 P.M.’’)