Call Prompting considerations

Last Updated : Oct 08, 2020 |

Consider the following points when working with Call Prompting:

  • To enter the digits requested using a collect digits command, outside callers must have a touch-tone telephone. For such callers using rotary dialing, a 10 second inter-digit time out takes effect, and the collect digits command is omitted. As a precaution, a default treatment, for example, route-to attendant command, queue-to split command, must always be provided in the vector script unless the script is created exclusively for users of touch-tone telephones.

  • If a caller does not enter the full number of digits specified in a collect digits step, an administered time out occurs. Thereafter, vector processing continues with subsequent vector steps and an attempt is made to process the call using the digits that have been collected. If the digits entered do not represent a valid destination, and if Automated Attendant is being implemented using a route-to digits command, the route-to digits command fails, and vector processing continues at the next step, which must be a default treatment.

  • In case a route-to attendant command fails, provide a disconnect announcement.

  • Before some vector steps, it is a good practice to insert a brief wait step so that vector processing can handle any possible delays that might cause the vector to fail and the call to not be routed. Follow this best practice when programming a vector:

    • Start all vectors with a wait-time 0 seconds step. Adding this step helps ensure you will have a touch-tone receiver (TTR) for vector processing.

    • When using an adjunct routing step, it is also advise to put a wait-time 0 seconds step before the adjunct routing step to provide a pause before routing the call to the adjunct system.

    • Any time digits are collected from a caller using a collect digits step, the step should be preceded by a wait-time 0 seconds step, hearing either ringback or music. Again, this ensures you will have a TTR to collect those digits.

  • From time to time, all the touch-tone receivers can be in use. As a result, do not start the main vector with a collect digits command, since the caller on a DID or tie trunk in this case receives no audible feedback if the caller has to wait for a receiver to become available. Accordingly, include some treatment, for example, a wait-time 0 seconds hearing ringback step, before the initial collect digits step. The wait-time step is not necessary if the collect step is collecting ced or cdpd digits.