Operation
You can use the converse-on command to integrate Voice Response Units (VRUs) with Communication Manager. The command effects data passing between Communication Manager and the VRU. The caller hears a voice response script housed in the VRU.
For information on call flows, data passing, collection, and return specifications involving the converse-on command, see Call flow and specifications for converse - VRI calls.
If the command is successful, Communication Manager delivers the call to a predetermined split or skill called the converse split or skill. The caller is connected to the VRU, which in turn executes the voice response script. If by this time the call has already queued to a non converse split or skill, the call retains the position in the non converse split or skill queue. If an agent from the non converse split or skill becomes available to answer the call while the voice response script is being executed, Communication Manager drops the line to the VRU and connects the caller to the available agent. The VRU detects disconnection and terminates the voice response script. When a voice response script is executed, audible feedback provided by the vector is disconnected and no further vector steps are executed until the voice response script execution is complete.
If the voice response script is completed and there is no data to be returned from the VRU to Communication Manager, the VRU drops the line to Communication Manager and vector processing is reactivated on Communication Manager.
If there is data to be returned to Communication Manager, the converse data return code is outpulsed before the data to be passed is outpulsed. Once Communication Manager receives the VRU data, Communication Manager stores the data in the call prompting digits buffer as dial-ahead digits and reactivates vector processing. The caller does not hear the digits returned by the VRU.
Digits returned from the VRU can be:
Displayed on the agent display set, automatically for 2-line display or by using the callr-info button for 1-line display.
Treated as an extension in a route-to digits step.
Used for vector conditional branching in a step containing a command with the if digits parameter.
Tandemed to an ASAI host.
Communication Manager can be set up to pass information in-band to the VRU. In such a case, the converse-on command can outpulse up to two groups of digits to the VRU. The digits can serve two major purposes: the digits can notify the VRU of the application to be executed, and the digits can share call related data such as ANI (BN) or caller digits collected by Communication Manager. In many applications, both application selection and data sharing are required. The touch-tone outpulsing rate is adjustable.
Since in many cases the digit strings are of variable length, Communication Manager always appends a pound sign (#) character to the end of each digit string. The prompt and collect steps in the voice response script must always be administered to expect # as the end-of-string symbol and to include # in the digit count.
Sending # prevents excessive delays caused by digit time outs and other problems caused by time outs. Sending # also ensures that each data field is used to satisfy a single prompt and collect step.
Any data passed from Communication Manager to a VRU is outpulsed in-band. The user can administer two time delays on the Feature-Related System Parameters screen: converse first data delay and converse second data delay fields. The delays range is from 0 to 9 seconds with a default of zero seconds for the converse first data delay and a default of two seconds for the converse second data delay. The delay is required to allow VRU to invoke an application and to allocate a touch-tone receiver to receive the passed digits.
Note:
No time delays are invoked when the keyword none is administered.
If <data_1> is not none, the converse first data delay timer starts when the call is answered by the VRU. When the timer expires, the <data_1> digits are outpulsed in-band to the VRU. The end-of-string character (#) is then outpulsed.
If <data_2> is not none, the converse second data delay timer starts when the end-of-string character (#) from the first digit string is outpulsed. When the timer expires, the <data_2> digits are outpulsed in-band to the VRU. The end-of-string character (#) for the second digit string is then outpulsed.
