Automated attendant

Last Updated : Sep 08, 2012 |

With Automated Attendant, a caller can enter the extension of the agent. The caller can enter up to 16 digits from a touch-tone telephone.

Call centers use Automated Attendant if call centers do not have DID trunks and if the callers know the extension of the agents. Automated Attendant reduces call center costs, as call centers do not require live attendants.

Example application - automated attendant

 1. wait-time 0 seconds hearing ringback
 2. collect 5 digits after announcement 30001 [You have reached Ridel Publications. Please dial a 5-digit extension or 
    wait for an attendant.]
 3. route-to digits with coverage y
 4. route-to number 0 with cov n if unconditionally
 5. stop

Step 1 of the vector contains the wait-time command, which is placed before the collect digits command in step 2 to provide the caller with ringback in the event that a TouchTone Receiver (TTR) is not immediately available. A TTR must be connected in order for the collect digits command to take effect. Once a TTR is connected, the caller is prompted to enter the destination extension of the party, that is, step 2. The collect digits command in step 2 collects the digits. Thereafter, the route-to digits command in step 3 attempts to route the call to the destination.

If the route-to digits command fails because the caller fails to enter any digits, or enters an invalid extension number, the route-to number command in step 4 routes the call to an attendant. However, as long as the destination is a valid extension, the route-to digits command succeeds, coverage applies, and vector processing terminates.

Note:

Even if the destination is busy, vector processing terminates because coverage call processing takes effect.