Providing call treatments

You can provide audible feedback, including silence, ringback, system music, an alternate audio or music source, or a busy tone to the caller. You can administer a recorded announcement to indicate that agents are unavailable to answer the call or to provide some information to the caller. You can also initiate an AUDIX session.

You can delay vector processing for a specific number of seconds before the next vector step is executed.

Routing calls

You can administer queuing of calls to more than one split if an agent fails to answer calls immediately. You can also provide an option to the caller to leave a recorded message. You can administer routing of calls to a number programmed in the vector or to digits collected from the caller.

Branching or programming

You can administer conditional or unconditional branching from one vector step to another step or to another vector. Conditional branching is done according to a number of conditions, for example, the number of available agents in a split, the number of calls in a split queue, and the number of the phone the call is made from. You can stop the vector process when necessary.

Collecting and acting on information

(Optional) You can administer collection of touchtone digits to serve as the basis for further vector processing. For example, the caller can enter certain touchtone digits to reach a specific agent.

Executing VRU scripts

You can execute voice scripts on a VRU for the caller. Voice scripts provide the caller with information or prompts. The caller can then provide a response to a voice script, for example, by entering touchtone digits.