User`s guide

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Datum/Date Rev
Dokumentnr/DocumentnrUppgjord/Prepared
Dokansv/Godkänd - Doc respons/Approved Kontr/Checked Tillhör/Referens-File/Reference
99-07-15 B
153/155 34-ASB 150 02 Uen
FACILITY DESCRIPTION
Faktaansvarig - Subject responsible
CTI GROUPS
COMPUTER TELEPHONY INTEGRATION FOR
AUTOMATED ATTENDANT
Definition
Since ASB 150 02 R11 the feature "CTI for AA" has
been renamed to CTI Groups and expanded in the
number of available CTI Groups from 8 to 16.
Within CTI Groups the caller will be instructed by an
AA to identify himself at the entry of the telephony
system using an identification code. An identification
code can be one of the following:
• PIN / ID-code
• ANI (A-Number Identification)
• DNI (Dialled Number Identification)
External applications, based on PIN/ID-code, DNI or
ANI, determine where the call is rerouted to,
respectively to find the most suitable directory number
to answer the call.
Use
CTI Groups are another flexible and intelligent way of
handling the internal and external calls. The CTI
Groups act as a holding tank for incoming calls.
During the time that telephony server searches for the
most suitable destination to transfer the call, the call
itself is parked and connected to a silence-channel or
to Music On Hold (depending on how it has been
programmed). The called party on the other side can
be provided, from the external applications, with
additional information on the caller (based on his PIN/
ID-code, ANI, DNI), information which can be
displayed on the called extension’s PC-screen.
It is also possible to deflect calls to an IVR system
while maintaining its queue position, or playing - based
on CLI or customer PIN/ID-code prerecorded
messages to each call in the queue.
Operation
The incoming call will be connected first to the
Automated Attendant. After a short period of time a
greeting announcement will be played to the caller.
This is followed by the instruction announcement that
explains to the caller how to proceed when entering
the ID-code. The short time period before playing the
greeting announcement is needed to give the
experienced caller the possibility to enter the ID-code
without hearing the voice prompts.
Receiving a call to the facility
The CTI Group analyses the received key codes
entered by the caller. The ID-code must be a string
with a maximum of 16 digits, followed at the end by a
#. The exchange checks only the length of the ID-
code. The validity of the ID-code is checked by the
application running on the external computer. If more
than 16 digits have been entered, an error
announcement will be played to the caller and he/she
can try once more to enter the ID-code.
If the caller fails again, he/she will be immediately
connected to a preprogrammed exit position.
AA-option of the CTI Groups feature supervises also
the response time of the caller. If the caller overflows
the register time-out interval for the first time during the
dialling process he/she will receive the complete voice
prompts again and has the possibility to try once again
from the beginning.
After the second time-out the caller will be routed to a
preprogrammed exit position (e.g. operator).
Waiting for a reroute position from external
applications
Receiving a correct ID-code, the facility parks the call
and connects it to a silence channel or to “Music on
hold” (depends on how it has been programmed).
When the caller is parked, the VMU-channel (used by
AA) and the register used for receiving DTMF signals
are released. At the same time the ID-code of the
caller and (in case of ISDN) the calling line
identification are sent to the external applications.
External applications start searching in a database to
find the most suitable directory number for transferring
SEA/EBBMP C. Bertsch
SEA/EBBMP ASB 150 02
SEA/EBBX/E
153.fm
Database reference