Call Prompting
Issue 1.0 May 2003
125
Call Prompting
The guide contains information that is critical to the effective and efficient use of this
feature. For more information about Call Prompting, see Avaya Communication Manager
Contact Center – Call Vectoring and EAS Guide, 555-233-517.
Call Prompting uses specialized vector commands to process incoming calls based on
information collected from the caller or from an ISDN-PRI message. It can be used in
various applications to better handle incoming calls. The following list gives a brief
description of some Call Prompting applications.
●
Automated Attendant
—
Allows the caller to enter the extension of the party that he or
she would like to reach. The call is routed to that extension.
●
Data In/Voice Answer (DIVA) Capability
—
Allows the caller to hear an announcement
based on the digits that he or she 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/adjunct to
assist in call handling. This data, for example, may be the caller’s account number.
●
CINFO (Caller Information Forwarding) Routing (Category A only) — Allows a call to be
routed based on digits supplied by the network in an ISDN-PRI message.
●
Message Collection
—
Gives the caller the option of leaving a message or waiting in
queue for an agent.
Administering call prompting
The following forms and fields are required to administer the Call Prompting feature.
Required forms – Call Prompting feature
Form
Field
System Parameters Customer-
Options
Vectoring (Prompting)
Vectoring (CINFO) (Category A only)
ISDN-PRI — for CINFO only
This form describes other vectoring
options that may be required depending
upon the application.
Feature-Related System
Parameters
Prompting Timeout
Vector Directory Number
All