Call Prompting

Last Updated : Sep 08, 2012 |

Use Call Prompting for flexible call handling based on the information collected from a calling party. The information is in the form of dialed digits that originate from an internal or external touchtone telephone or from an internal rotary telephone that is on the same Communication Manager as the vector. Call Prompting facilitates temporary transfer of call management control to the caller.

When you enable Call Prompting and Call Vectoring, Communication Manager collects Caller Entered Digits (CED) and Customer Database Provided Digits (CDPD) from the network. Communication Manager receives Call Information Forwarding (CINFO) digits in the ISDN message of an incoming call when the AT&T Network Intelligent Call Processing (ICP) service is in use. Communication Manager then collects and forwards the digits to another Communication Manager using interflow commands.

With Voice Response Integration (VRI), you can use the converse-on split command to access a Voice Response Unit (VRU) script. The script returns the digits to Communication Manager. You can also use the digits for call management.

You can use Call Prompting in various applications to handle calls with more flexibility. Call Prompting uses specialized vector commands to process incoming calls based on information collected from the caller or from an ISDN-PRI message.

The following list provides a brief description of some Call Prompting applications:

  • Automated Attendant: Allows the caller to enter the extension of the party the caller wants to reach, and routes the call to the desired extension.

  • Data In/Voice Answer (DIVA) Capability: Allows the caller to hear an announcement based on the digits the caller enters, or to be directed to a hunt group or another system extension.

  • Data Collection: Allows the caller to enter data that can be used by a host or adjunct to assist in call handling. The data, for example, can be the caller’s account number.

  • CINFO Routing: Allows call routing based on the digits the network supplies in an ISDN-PRI message.

  • Message Collection: Allows the caller to leave a message or to wait in the queue for an agent.