A call queued to a split or skill retains position in the queue while a VRU script is being run. When an agent becomes available, the line to the VRU is dropped and the caller connects to the agent.
The converse-on command delivers a call to a predetermined converse split or skill. A converse split or skill is administered and operates exactly like other splits or skills. Non converse splits or skills are accessed by the queue-to and check vector steps.
Members of a converse split or skill are the ports connected to the VRU. If all VRU ports are busy, a call queues to the converse split or skill with the administered priority. After the VRU answers the call, the converse-on command passes up to 2 data items to the VRU, depending on command parameters specified. You can pass data required by a VRU script or data that selects the VRU script to be run.
Whether or not you pass data, a caller is connected to the VRU, which runs the VRU script. Audible feedback provided by the vector is not heard and no further vector steps are run until the VRU script completes. The VRU returns data to the system and then drops the line to the system. Vector processing continues at the step following the converse-on command.
If the call was queued to a non converse split or skill before the converse-on command was run, the call retains the queue position. If an agent becomes available while the VRU script runs, the system drops the line to the VRU and connects the caller to the agent. The VRU detects the disconnect and terminates the VRU script.
With Call Prompting, you can collect and use digits that the VRU returns. The digits are handled as dial-ahead digits. Rules for collecting and processing VRU digits are the same as for Call Prompting.
You can use digits returned from the VRU in the following ways:
To display for the answering agent, automatically for 2-line displays or with the callr-info button for other displays.
As an extension in a route-to digits vector step. For example:
converse-on split. . . . (VRU returns 4 digits)
collect 4 digits after announcement none
route-to digits coverage y
For vector-conditional branching in an if digits equals vector step. For example:
converse-on split . . . (VRU returns 1 digit)
collect 1 digit after announcement none
goto vector 101 if digits = 1
goto vector 102 if digits = 2
goto vector 103 if unconditionally
Tandem to an ASAI host - collected digits are passed to ASAI hosts in call offered to domain event reports and in route request messages, therefore, caller digits or database information returned from the VRU can be sent tandem through the system to ASAI hosts. For example:
converse-on split ... (VRU returns 9 digits)
collect 9 digits after announcement none
adjunct route link Y
In this vector, the digits returned from the VRU are forwarded to the ASAI host in the adjunct routing route request message.
When you use a VRU application that returns data for a collect-digits step, the opportunity for toll fraud exists when the VRU application does not return any data. Following are some guidelines:
If the collected digits are used to route calls internally, ensure that the COR for the VDN does not allow calls to route externally.
If the collected digits are used to route calls externally, use a password to verify that the collected digits have been passed by the VRU application. For example, in the following vector, the VRU application returns a 3-digit password followed by the 8-digit external number. The vector routes calls without the correct password to a vector 23.
converse-on split 10 pri m passing none and none (VRU returns 11 digits)
collect 3 digits after announcement none
goto vector 23 if digits <> 234
collect 8 digits after announcement none
route-to digits with coverage n
The agent identifier is available in a system variable for vectoring use when a customer call is redirected by the VRD feature into vector processing. The agent identifier can be included in User-to-User Information ( UUI) using existing vector commands before routing the call to an external IVR system. By adding the agent identifier in UUI, post call surveys can furnish reports details down to the agent level.
The agent type variable is read-only and cannot be set. The agent variable can be assigned only in the following conditions:
The following vector example illustrates using the agent variable, as a parameter in the converse-on vector command in a VRD vector.
01 converse-on skill 801 pri l passing LA and none [LA – 'agent' variable]
The following vector example illustrates how to set an ASAIUUI variable to the last agent login ID in a VRD vector. By adding the agent identifier in UUI, post call surveys can furnish reports details down to the agent level. You can set an asaiuui variable to the last agent login ID by adding the asaiuui variable to the left of the = operand and the agent variable to the right of the = operand, with the SEL operator and the length specified as operand2.
01 set CH = LA SEL 7 [CH – 'asaiuui' variable, LA – 'agent' variable]
