25 - 14 Voice Detect
Issue 3 EliteMail VMS/EliteMail Limited
This example uses three special box es: $OPERATOR, $HANGUP, and
$SALES. The $OPERATOR box is a voice detect box. $HANGUP and
$SALES are transaction boxes.
The $OPERATOR voice detect box a sks 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 o n the
line, routes the caller to the $H ANGUP box (with the Action field Hangup)
and hangs up. The $SALES transactio n box is used to transfer callers to
the Sales Department. It also offers voice detect call holding if the Sale s
Department extension is busy.
While this example only lets callers say Yes to reach one department , y ou
could offer more departments in your ap plication. For exam ple, you could
offer the Sales Department first, Custom er Service second, and
Accounting third. Callers say Yes to select a depa rtmen t, or remain silent
to hear the next option.
Figure 25-7 Example of Advanced Call Routing Using Voice Detect
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
System ID: $VOICE
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>
System ID: $V1
“To reach Sales, say Yes after
the beep. Or remain silent and
an operator will be right with
you.” <beep>
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
Silence
Say Yes
Say Yes
Silence
System ID: $HANGUP
Transfer: No
Greeting: 1 sec. silence
Action: Hangup
Silence
System ID: $OPERATOR
“To confirm that you want
yes after the beep.” <beep>
to speak to an operator say
Say Yes
System ID: 0
Route to Operator Box