AT&T 555-230-520 manual Using Digits to Select Options, Displaying Digits on the Agent’s Set

Call Prompting

Entries in Vector Routing Tables can also be tested against the telephone number of the caller (ANI). See "ANI and II-Digits Routing" on page 7-1for more information.

Using Digits to Select Options

Call Prompting allows you to provide a menu of options that the caller can use to satisfy his or her information needs. The caller selects the desired option by entering the appropriate requested digit. Once the digit is entered, a conditional branch to the appropriate treatment is made. The treatment is usually provided via the route-to number command.

The following vector illustrates how digits are used to select options.

1.wait-time 0 seconds hearing ringback

2.collect 1 digits after announcement 3531

(Thank you for calling Bug Out Exterminators. If you wish to learn about the services we provide, please dial 1. If you’d like to set up an appointment for one of our representatives to visit your home or place of business, please dial 2.)

3.route-to number 4101 with cov y if digit = 1

4.route-to number 4102 with cov y if digit = 2

5.route-to number 0 with cov n if unconditionally

6.disconnect after announcement none

Figure 5-6. Using Digits to Select Options

In Step 2 of this vector, the user is asked to enter either 1 or 2, depending upon the service he or she desires. If one of these digits is entered, the appropriate one of the next two steps (3 through 4) routes the call to the relevant extension (that is, either 4101 or 4102). If one of the digits is not entered, the call is routed to the attendant (Step 5).

Displaying Digits on the Agent’s Set

The customer may choose to include the CALLR-INFO button at the agents’ display stations to help process calls that are serviced by the Call Prompting feature. However, if the agent has a 2-line display set, such as a 7407 or Callmaster, the collected digits are automatically displayed on the second line. These digits remain on this line until they are overwritten, even after the call is released by the agent. On the other hand, for other display sets, the agent must press the CALLR-INFO button to display the collected digits.

The customer might find it beneficial to install this button if he or she wishes to expedite calls by reducing the amount of time agents spend on the telephone. For example, the button could be set up to collect specific information (such as a

5-10Issue 4 September 1995