ATT DEFINITY Communications System Generic 3 Instructions Manual

Voice Response Integration (VRI)
Issue  3   March 1996
3-1205
Voice Response Integration (VRI)
Feature Availability
Voice Response Integration (VRI) is available with G3V2 and later releases.
Description
VRI is designed to enhance the integration of the DEFI NI TY Com munications 
System. VRI is designed to integrate the DEFI NIT Y s y st em  Call  Vectoring with the 
capabilities of voice response units (VRUs), particularly AT&T’s CONVERSANT 
Voice Information System.
VRI can do the following:
nExecute...

Feature Descriptions
3-1206Issue  3   March 1996 
One of the advanta ges of VRI is that it allows users to make more productive use 
of queuing time. For example, while the call is waiting in queue, the caller can 
listen to product information by using an audiotex application or by comp leting 
an interactive voice response transaction. In some cases, it may even be 
possible to resolve the customer’s questions while the call is in queue.  This can 
help reduce the queuing time for all other callers...

Voice Response Integration (VRI)
Issue  3   March 1996
3-1207
n‘‘digits’’:  This data typ e can be used only if Call Promp ting is optioned, 
and it causes the most recent set of digits collected in vector processing 
to be outpulsed. If no digits are available, the end-of-string pound sign (#) 
is the only character outpulsed.
n‘‘qpos’’:  This data typ e causes the value of the queue p osition of a call in 
a nonconverse split to be outpulsed. This value is a variable length data 
item from which...

Feature Descriptions
3-1208Issue  3   March 1996 
Digits returned by the VRU are treate d as dialahead digits. Call prompting must 
be optioned to collect and use these digits. The rules for collecting and 
processing VRU-returned digits are identical to those for Call Promp ting .
Digits returned from the VRU can be used in the following way:
nDisplayed on the answering agent’s d isp lay set (automatically for 2-line 
displays (such as a 7407 or Call Master)  using the 
CALLR-INFO button for 
other...

Voice Response Integration (VRI)
Issue  3   March 1996
3-1209
Security Measures
When a c onverse ste p is used to access a VRU application that returns data for a 
collect digits step, the o pportunity for toll fraud exists when the VRU application 
fails to return any data. To avoid this type of toll fraud be certain that one of the 
following is true:
nIf the collected digits are used to route calls internally, be certain that the 
Class of Restriction (COR) for the Vector Directory Number (VDN) does...

Feature Descriptions
3-1210Issue  3   March 1996 
When an ASAI-monitored call is placed b y a converse-on vector step, the 
ALERTing message sent to the ASAI host includes a Cause IE, Coding 
Standard 3 value 23 (CS3/23). As a result, the ASAI host is informed that 
the call has not been de-queued from any non-converse-on splits.
If a converse-on step is executed while an adjunct routing request is 
outstanding, the route request is canceled.
Any attempt by ASAI to transfer or conference the call is...

Voice Response Integration (VRI)
Issue  3   March 1996
3-1211
nCall Management System (CMS)
CMS tracks calls placed by a converse-on step to a CMS-measured hunt 
group, split or skill. Converse-on vector steps may be administered from 
CMS R3V2 and later releases.
The VDN trac k s this call as waiting in the vector. A call is considered 
‘‘answered’’ when it is answered by a non-converse-on split but never 
when it is answered by a converse-on split. The converse-on split 
tracks this as a separate...

Feature Descriptions
3-1212Issue  3   March 1996 
nDistributed Communications System (DCS)
If an incoming DCS call is placed to a vector with a converse-on split 
x 
pri m passing ani... ste p, the DCS extension of the calling party is 
outpulsed.
nExpert Agent Selection (EAS)
The converse-on vector step may place a call to a skill hunt group.
nFeature A c cess Codes
Dialing the c onverse data feature access code at any time other than 
during a c onverse-on session produces an intercept tone.
nFour...

Voice Response Integration (VRI)
Issue  3   March 1996
3-1213
Line Side T1 is identical to that over a Tip/Ring line. In particular, the d elay 
timing and outpulsing speed is the same as for analog lines. Currently, T1 
connectivity to CONVERSANT is only sup porte d in the United States and 
Canada.
nLive Agents
Although not recommended, the switch does not prevent a converse-on 
step from delivering a call to a group of live agents. To the agent, the call 
looks like any other ACD call. However,...

Feature Descriptions
3-1214Issue  3   March 1996 
nPriority Queuin g
The queue priority of a call  placed by a converse-on step is 
administrable on the vector step.
nQueue Status
All queue status disp lay, queue status indication and queue warning wall 
lamp feature c a pabilities also ap ply to converse-on splits.
nQueuing
Converse-on c alls queue when they are delivered to busy hunt groups. 
Call Vectoring audible feedback is not disconnected while a c onverse-on 
call is in queue.
If a converse-on...