NEC 750370 manual Example of Advanced Call Routing Using Voice Detect

Issue 3 EliteMail VMS/EliteMail Limited

This example uses three special boxes: $OPERATOR, $HANGUP, and $SALES. The $OPERATOR box is a voice detect box. $HANGUP and $SALES are transaction boxes.

The $OPERATOR voice detect box asks the caller to say Yes again, to confirm presence on line before the call is routed to the Operator Box. The $HANGUP transaction box is used in $OPERATOR box Silence￿field. If the caller remains silent, the system assumes the caller is no longer on the line, routes the caller to the $HANGUP box (with the Action field Hangup) and hangs up. The $SALES transaction box is used to transfer callers to the Sales Department. It also offers voice detect call holding if the Sales Department extension is busy.

While this example only lets callers say Yes to reach one department, you could offer more departments in your application. For example, you could offer the Sales Department first, Customer Service second, and Accounting third. Callers say Yes to select a department, or remain silent to hear the next option.

Opening Greeting: “Thank you for calling XYZ Corporation! If calling from a touchtone telephone, enter the extension anytime. If you don’t know the extension, dial 411 for a directory.”

Press touchtones to try an extension number or dial 411 for directory assistance. Action: GotoID￿$VOICE

Silence

System ID: $VOICE		Silence
Voice detect greeting: “To make
choices without touchtones, say
Yes after the beep. Or remain
silent and an operator will be
right with you.” <beep>
	Say Yes
System ID: $V1
“To reach Sales, say Yes after
the beep. Or remain silent and
an operator will be right with		Silence
you.” <beep>

Say Yes

System ID: $SALES: Transfer to Sales extension. Holding set for voice detect (Vox) Greeting: “We’re sorry we missed your call. Leave a message and we will call.” Action: Take-msg

System ID: $OPERATOR

“To confirm that you want to speak to an operator say yes after the beep.” <beep>

Say Yes

System ID: 0

Route to Operator Box

System ID: $HANGUP

Transfer: No

Greeting: 1 sec. silence

Action: Hangup

Figure 25-7 Example of Advanced Call Routing Using Voice Detect

25 - 14 Voice Detect