Abandon Call Search

If the converse-on step places a call to a hunt group and if the incoming call is placed using a trunk group with Abandon Call Search activated, the system checks if the calling party has abandoned the call, that is, hung up, before terminating the call to an agent.

ASAI

Since vector-controlled splits or skills cannot be ASAI-monitored domains, ASAI cannot be used to supplement the operation of the converse-on step.

If a converse-on step places a call to an ASAI-monitored domain, ASAI event messages are sent over the ASAI link.

Whenever a converse-on step places an ASAI-monitored call, the ALERTing message sent to the ASAI host includes a Cause IE, Coding Standard 3 value 23 (CS3/23). This informs the ASAI host that the call has not been de-queued from any non converse splits or skills.

If a converse-on step is executed while an adjunct routing request is outstanding, the route request is canceled.

AAS

A converse-on step can place a call to AAS. In cases where the converse split or skill is ASAI-controlled, use auto-available converse splits or skills for Voice Response Integration (VRI).

Call Coverage

Call Coverage does not apply because the converse-on step can deliver calls only to vector-controlled splits or skills, which do not have coverage paths.

Call Detail Recording (CDR)

For incoming calls to a VDN, the duration of the call is recorded from the time answer supervision is returned. Answer supervision is returned for a successful converse-on step. No ineffective call attempt records are generated for converse-on steps that fail. Also, no outgoing calls can be placed by a converse-on step.

Call Park

Calls placed by a converse-on step cannot be parked.

Call Pickup

Calls placed by a converse-on step ringing at an agent station can be picked up if that agent is part of a pickup group. Subsequent transfers are denied.

Call Prompting

To gain full VRI functionality, you must enable the Call Prompting field. Without Call Prompting, any data returned by the VRU cannot be collected and processed by Communication Manager.

If the converse-on step places a call to a split or skill of live agents, any digits collected previously can be displayed by agents using the callr-info button.

Call Vectoring (Basic)

The converse-on step is an enhancement to the Call Vectoring (Basic) customer field. You must enable the field to invoke the VRI feature.

Class of Restriction (COR)

As is the case for the queue-to split or skill and check split or skill vector steps, no COR checking is carried out when a converse-on step places a call to a split or skill.

Conference

Any attempt to conference a call placed by a converse-on step is denied.

Coverage Callback

A call placed by a converse-on step does not follow any coverage paths. Therefore, Coverage Callback is not available. Also, if a call reaches a converse-on step using a VDN in a Coverage Path (VICP), coverage callback cannot be used.

Direct Department Calling (DDC)

You can administer a converse split as a DDC split.

Distributed Communications System (DCS)

If an incoming DCS call is placed to a vector with a converse-on split or skill x pri y passing ani ... step, the DCS extension of the calling party is outpulsed.

Priority Levels

A call placed by a converse-on step can be queued at one of four priority levels: low, medium, high or top.

Hunt Groups

The converse-on step can deliver a call to a vector-controlled hunt group, ACD split or skill, message center or a messaging-system hunt group.

Integrated Services Digital Network (ISDN)

The converse-on step can be administered to outpulse to the VRU with the ANI CPN/BN of the calling party. The outpulse uses an ANI keyword.

Intercept Treatment

A caller is not given intercept treatment upon execution of a converse-on step. Failing to place a converse call successfully results in the failure of the converse-on step. Vector processing continues at the next vector step.

Interflow

Since a converse-on step can place calls only to hunt groups that are vector-controlled, and since the activation of Call Forwarding for a vector-controlled hunt group is blocked, calls placed by a converse-on step to a hunt group cannot interflow.

Intraflow

Since a converse-on step can place calls only to hunt groups that are vector-controlled, that is, without coverage paths, intraflow is not possible.

Live Agents

Communication Manager does not prevent a converse-on step from delivering a call to a group of live agents. To the agent, the call looks like any other ACD call. However, certain features such as call transfer, conference, and supervisor assist, are denied.

The answering agent can display any digits collected prior to executing the converse-on step by using the callr-info button.

LAI

If a call placed by a converse-on vector step is answered by a VRU, or if such a call queues to a split or skill on the receiving Communication Manager while a LAI call attempt is outstanding, the LAI call attempt is accepted.

A converse-on step that fails is neutral.

Message Center

The converse-on step can deliver calls to message hunt groups. Such calls are treated as direct calls to the message.

If a call is forwarded to a VDN and then delivered to a message split by a converse-on step, the call is treated as a redirected call.

Messaging System

If a converse-on step calls the messaging system, the call is treated as a direct call to the messaging system. The caller hears the welcome message and can retrieve the messages in the usual manner.

If a call is forwarded to or covers to a VDN and is then delivered to a messaging-system hunt group by a converse-on step, the call to the messaging system is treated as a redirected call, and the caller can leave a message for the principal.

Multiple Split or Skill Queuing

A call can be queued to three different splits or skills and then to a converse split or skill as a result of a converse-on step.

Music on Hold

During the data return phase of a converse-on step, the caller is temporarily placed on hold. Music on hold, if administered, is suppressed.

Non-Vector Controlled Splits or Skills

A converse-on step does not place a call to a non vector-controlled split or skill.

Priority Queuing

The queue priority of a call placed by a converse-on step is administrable on the vector step.

Queue Status

All queue status display, queue status indication and queue warning wall lamp feature capabilities also apply to calls queued by the converse-on command.

Queuing

Calls handled by the converse-on step queue when delivered to busy hunt groups. Call Vectoring audible feedback is not disconnected while a converse call is in queue.

If a converse-on step is executed while a call is queued to a non converse split or skill, the call remains in queue for the non converse split or skill.

The queue priority of the call is administrable on the vector step.

Recorded Announcement

VRI can be used to increase the system’s recorded announcement capacity by off-loading some recorded announcements to the VRU. Callers can be redirected by the converse-on step to a group of VRU ports and use data passing to specify the correct announcement to play.

Redirection on No Answer (RONA)

If a converse-on step places a call to a hunt group with a no answer time out administered and if the call rings at an agent terminal or port for longer than the administered time out, the call is redirected and the agent or port is put into the Aux work state, or is logged out if the agent is a member of an auto-available split or skill.

Thereafter, under RONA, the call is re-queued to the split or skill unless there is no room in the queue or unless this is an AAS whose agents are all logged out. If the call cannot be re-queued, the converse-on step fails, a vector event is logged, and vector processing is restarted at the next vector step.

Service Observing

Calls placed by a converse-on step can be service observed. To prevent the observer from hearing tones being outpulsed to the VRU, the observer is not connected to the call until the data passing phase is complete. If data is returned by the VRU, the observer is put in service observing pending mode, and the calling party is temporarily put on hold while the VRU digits are outpulsed. Upon completion of the converse session, and once the VRU hangs up the line, the observer remains in service observing pending mode.

Do not administer a service observing warning tone since the warning tone can interfere with the interaction between the VRU and the calling party.

System Access Terminal (SAT)

You can administer the converse-on steps from the SAT terminal.

System Measurements

System measurements track converse calls to hunt groups and attendant groups.

Timed After Call Work (ACW)

Timed ACW cannot be assigned to AAS. If a call to a VDN with Timed ACW routes to a converse split, the VDN Timed ACW does not apply.

If Timed ACW is assigned to a non-AAS split that is a converse split, the Timed ACW of the split does apply.

Touch-Tone Dialing

Any touch-tone dialing by the calling party during the digit passing phases of a session involving a converse-on step does not result in corruption of data or in the collection of this data in the form of dial-ahead digits by Communication Manager.

Only after the digit passing phase from Communication Manager to the VRU is completed can the calling party enter touch-tone digits in response to a VRU prompt. Only after the VRU to Communication Manager data return phase is completed and an additional collect digits vector step is executed can the calling party enter a touch-tone response to a Communication Manager prompt.

Transfer

A call placed by a converse-on step cannot be transferred. The only form of transfer allowed is the data passing operation during the data return phase at the end of a voice response script.

If an illegal attempt to transfer a converse call is made, a vector event is logged, the line to the VRU is dropped, and vector processing is reactivated at the next vector step.

If an illegal transfer is attempted by a live agent with a multifunction set, the transfer is denied and the agent can reconnect to the call.

Transfer out of messaging system

If a converse-on step delivers a call to a messaging-system hunt group and if the calling party attempts to transfer out of a messaging system, the transfer fails, and vector processing is reactivated at the next vector step.

Uniform Call Distribution (UCD)

You can administer a converse split or skill as a UCD split or skill.

VDN as a Coverage Point

Coverage attempts are denied during the following conditions:

• If the converse-on command processes a call covering to a VDN and directs the call to a station user, that is, a member of a converse split or skill.

• If the converse split or skill agent attempts to activate Consult or Coverage Leave Word Calling.

The attempts are denied because the call is still in vector processing. If the converse split or skill is a messaging-system or message center split or skill, the call covered to the VDN is treated as a redirected call to the messaging system or MCS. The original principal and the reason for redirection is used in the same manner as a call forwarded call to a VDN.

VDN Override

If a call that accesses multiple VDNs encounters a converse-on step passing VDN, normal override rules determine which VDN number is outpulsed to the VRU.

VDN Reports

For call tracking in the CMS and BCMS VDN reports, a converse-on step is treated like an announcement step. A call is treated as answered when the call is answered by a non converse split or skill, but not when answered by a converse split or skill.

Vector-controlled Splits or Skills

A converse-on step can place a call to a split or skill only if that split or skill is administered as a vector-controlled split or skill.