Handling TTY calls with vectors

Last Updated : Sep 27, 2023 |

About this task

Unlike fax machines and computer modems, a Tele-typewriter device (TTY) has no handshake tone and no carrier tone. A TTY is silent when not transmitting. This is why systems cannot identify TTY callers automatically. However, the absence of these special tones also means that voice and TTY tones can be intermixed in pre-recorded announcements. The ability to provide a hybrid voice-and-TTY announcement, when combined with the auto-attendant vectoring capability, can permit a single telephone number to accommodate both voice and TTY callers.

With the sample vector TTY callers can access a TTY agent. It begins with a step that plays a TTY announcement combined with a voice announcement. The announcement tells the TTY caller to enter a digit that will direct them to a TTY support person. The vector then processes the digit entered to connect the TTY caller to the TTY split (or hunt group). For more information on recording TTY announcements, see Managing Announcements.

In the following example, split 47 (hunt group 47) has already been established and consists of TTY-enabled agents.

If a TTY caller calls the number that connects to vector 33, the following occurs:

Procedure

  1. After a short burst of ringing, a quick burst of TTY tones is sent to the caller telling the caller to hold, HD. Then, a voice announcement follows for callers using a normal telephone connection. The announcement tells them to stay on the line. Finally, another burst of TTY tones is sent to the TTY caller which displays on the caller’s TTY device as,Dial 1. The TTY caller would not hear the voice announcement, but because the step collects digits, using which the caller can enter 1 on his or her touchtone telephone.
    Note:

    For voice callers, the burst of TTY tones lasts about one second and sounds like a bird chirping.

  2. In vector step 3, since the TTY caller entered 1 in vector step 2, the TTY caller is sent to vector step 8, at which point the caller is put in queue for a TTY-enabled agent in split 47.
    Note:

    The voice caller is sent to vector step 3 also, but a voice caller does not go to vector step 8 because the caller did not enter 1 at vector step 2. Instead, voice callers continue on to vector step 4, where they connect to split 48.

  3. While the TTY caller waits in queue, he or she hears silence from vector step 9, then the announcement in vector step 10, and is then looped back to wait with silence by vector step 11.

    See the Avaya Call Center Call Vectoring and Expert Agent Selection (EAS) Guide, 07-600780, for more information.

    Automated Attendant competes with several features for ports on the Call Classifier — Detector circuit pack or equivalent. For more information on circuit pack, see Avaya Aura® Communication Manager Hardware Description and Reference.