User`s guide

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Datum/Date Rev
Dokumentnr/DocumentnrUppgjord/Prepared
Dokansv/Godkänd - Doc respons/Approved Kontr/Checked Tillhör/Referens-File/Reference
98-05-29 C
114/155 34-ASB 150 02 Uen
FACILITY DESCRIPTION
Faktaansvarig - Subject responsible
SEA/EBMP M.Plattner
SEA/EBMP ASB 150 02
SEA/EBAX/E
AUTOMATED ATTENDANT
Definition
The Automated Attendant ( AA ) function makes it
possible for internal and external callers to choose
between different options offered by selections voice
menus.
With his choice the caller sends digits tones to the AA
function, which sets up the new connection. This new
connection can be a directory number of the system or
another voice menu. AA feature supervises with a two-
steps logic the response time of callers and the validity
of his choices. In case of time-out or if the choise is
invalid again, the caller will be automatically routed to
a predefined reroute directory number (e.g. operator).
If the caller feels familiar with AA procedure, he can
dial all the digits required at once, without having to
wait for voice announcements. In case of wrong
choices or time-out, he will be switched back to voice
prompts.
Use
The Automated Attendant function replaces to some
extend the activity of the operator. By using this feature
it is not necessary to employ one specific person for
handling the calls.
AA can be used as alternative answering/reroute
position for Operator, Trunks, ACD queue.
On system extensions it is possible to activate
DIVERSION or FOLLOW ME to a Automated
Attendant.
Operation
The Automated Attendant function is structured as a
network of single AAs each of them based in
Selections Voice Menus.
The normal sequence of work of this feature starts
after playing the announcement. Then AA function
waits any response from the caller, checks the
response and takes action based on it, offering
another voice menu or a direct connection. It checks
also the response time of the caller.
After transfering the call to the destination, AA goes
free and is ready to analyse the next request.
From the caller’s point of view, he receives voice
instructions structured in voice menus. The caller will
hear a voice menu informing him of all possible
options he can choose in corresponding selections list.
So, in general, voice instructions lead him step by step
to the desired directory number.
Caller’s response consists in sending digits by dialling
the desired option’s number, and the corresponding
directory number will be called. This directory number
can lead the caller to another AA associated from its
side with corresponding selections list and voice
menus, or to a system’s extension
(see Example 1 and 2 ).
The caller can dial all digits at once if he knows the
procedure. In this case voice prompts will not be
played. If wrong inputs have been entered (e.g. wrong
digit, or a digit is missing in string or the timebreak
between digits is longer than register time-out
interval), then the caller will be switched back into
voice prompts. All the rest of the string digits will be
ignored.
Each AA has its own voice menus/ announcements
and selections list. Selections list contains:
• field of commands to be settled in order to
choose desired function
• field of related information or comments
• field of directory numbers strictly related to com-
mands’ field. These programmable directory
numbers can be:
• identification addresses of different voice
announcements
• directory numbers of physical extensions
in the system
• fictive directory numbers
• ACD groups or PBX groups
• directory numbers of other AA-s
• DISA directory number
• common abbreviated numbers
114.fm
Database reference