AT&T 555-230-520 manual Accessing Voice Response Scripts

Functions and Examples

■Text to speech capabilities.

■Speech recognition.

■Increased recorded announcement capacity.

■Audiotex applications.

■Interactive Voice Response (IVR) applications.

■Transaction processing applications.

One of the advantages of VRI is that it allows users to make more productive use of queuing time. For example, while the call is waiting in queue, the caller can listen to product information by using an audiotex application or by completing an interactive voice response transaction. In some cases, it may even be possible to resolve the customer’s questions while the call is in queue. This can help reduce the queuing time for all other callers during peak intervals.

In addition, when Advanced Vector Routing is enabled, the Expected Wait Time for a call can be passed to the VRU. In this way, the caller can be told how much longer they can expect to wait before their call will be answered. See "Expected Wait Time (EWT)" on page 6-2for a complete description of the EWT feature.

During the execution of a VRU script, if the caller previously queued to an ACD split, the caller retains his/her position in queue. If an agent on the DEFINITY switch becomes available to service the call, the line to the VRU is immediately dropped, and the calling party is connected to the available agent.

Here’s an example of a vector that can access voice response scripts from a VRU.

NOTE:

Recall from Chapter 1 that one or more VDNs can access the same vector. This capability is appropriate for the following example.

VDN	(extension=1040	name=‘‘car loans’’	vector=40)
VDN	(extension=1041	name=‘‘equity loans’’	vector=40)
Vector 40

1.goto step 10 if calls-queued in split 1 pri h > 30

2.queue-to main split 1 pri h

3.announcement 4000

4.goto step 7 if calls-queued in split 1 pri h < 5

5.wait-time 0 seconds hearing music

6.converse-on split 11 pri h passing vdn and none

7.wait-time 20 seconds hearing music

8.announcement 4001

9.goto step 7 if unconditionally

10.busy

Figure 4-9. Accessing Voice Response Scripts

Issue 4 September 1995 4-9