AT&T 555-230-520 manual Passing Digits to an Adjunct

Call Prompting

section (provided the agent is active on the call or the call is still alerting). Also, the agent can flip between the collected digits and the ICI by alternately pressing the CALLR-INFO and NORMAL buttons.

Passing Digits to an Adjunct

Call Prompting allows for the passing of information (in the form of collected digits) to an adjunct for further processing. Digits are passed to the adjunct via the ASAI Adjunct Routing capability.

An adjunct is any processor that is connected to a switch via the ASAI link. The adjunct makes a routing decision via the adjunct routing command according to caller information and/or agent availability, and it returns the routing response to the switch. For example, the adjunct can indicate the call be routed to a specific ACD agent (direct-agent option).

A maximum of 16 Call Prompting digits from the last collect digits command can be passed to the adjunct via use of the adjunct routing command.

The following vector illustrates how Call Prompting digits are passed to an adjunct:

1.wait-time 0 seconds hearing ringback

2.collect 10 digits after announcement 300 (‘‘Please enter your 10-digit account number.’’)

3.adjunct routing link 50000

4.wait-time 10 seconds hearing music

5.route-to number 52000 with cov y if unconditionally

6.stop

Figure 5-7. Passing Digits to an Adjunct

In Step 2 of this vector, the caller is asked to enter a 10-digit account number. Once the account number is entered, the adjunct receives this information via the adjunct routing command in Step 3. This command then makes the appropriate routing decision if it is able to do so. If the command succeeds within the specified wait time, the command routes the call to the appropriate destination, and the call leaves vector processing. If the command fails, vector processing continues at the next step.

NOTE:

Adjunct Routing is fully discussed in Chapter 9.

5-12Issue 4 September 1995