Setting up Intelligent Queue 447
DTMF options
Intelligent Queue includes the following DTMF options.
Callback Action
This option activates a predefined voice callback action plan. After the callback plan completes, the call is
terminated.
Unverified Collect Digits Action
This option prompts the caller to enter a digit string, such as an account number. The system sends this
number to the ACD agent who answers the call, resulting in a screen pop on a desktop application. The
number of digits can be predefined or can be terminated by a digit (such as #) or a predefined duration of
silence.
Go To (another DTMF option) Action
This option takes the caller to a predefined location (DTMF option) elsewhere in the tree.
Management Action
This option activates a Manage system action plan. This choice is a hidden option reserved for administrators
and is not typically advertised in the menu greeting. Once the caller selects this option, the same password
rules apply as in a Manage system action plan.
Play Message Action
This option plays a predefined information message (.wav file), and then the caller returns to the menu from
which the choice was made.
Replay Greeting Action
This option replays the previous menu greeting.
Submenu Action
This option plays a new menu for callers, giving them more choices (DTMF options) defined by the digits 0-9,
*, and #. An interactive tree can have an unlimited number of submenus. Each menu has a defined “no-digit”
action that the call performs if the caller fails to press a digit. Each menu has an invalid digit action that the call
performs if the caller presses an undefined digit. The menu also defines how many attempts to press a valid
digit are allowed before the “no digit” or invalid digit actions are taken.
Transfer Action
This option defines a routing plan that plays a greeting for the caller and then blind transfers the call to a
predefined destination.
Verified Collected Digits Action
The verified collected digits plan is similar to the unverified collected digits plan since both plans can prompt
the user to enter a digit string, such as an account number. The verified collected digits plan can also collect
the ANI or DNIS from an incoming call. The verified collected digits plan then compares the collected digits to
a list in a database. You can configure the plan to take one action if the value exists in the database and
another action if the value does not exists.
ANI Condition
The system compares a callers’s telephone number to a list (ANI map) of telephone numbers or digit patterns.
If a match is detected, the defined action plan or subcondition is applied.
DNIS Condition
The number that is presented to the telephone system as the dialed digits can be used as a condition.