FAQs Feed‎ > ‎

Multi Tier Auto Attendant (AA)

posted Jun 26, 2012, 8:49 PM by Mamta Buch   [ updated Aug 21, 2012, 10:45 AM ]

Functions

Pre-call Greeting

Greets the caller with a welcome message and prompts for selections such as :
  • Directory
  • Connect to an extension
  • Connect to Operator

Walk Through

  1. DID Map to Domain Account
  2. Domain Account has Forward-Always to "Prompt_X"
  3. Dial Translation rule for Domain account match Prompt_X to select application "Prompt", and translate Destination-User to X
  4. Application "Prompt" play greeting X from User <OwnerUser>, collect DTMF digits and form output as "Prompt_X.Case_<Received-Digits>"
  5. Apply Domain Account's Dial Translation match "Prompt_X.Case_<Received-Digits>" to select the next application

Directory Lookup

Prompts the caller to enter a few digits to specify the last name to be searched, searches for the specified last name in the current group, greets the caller with a welcome message and prompts for selections such as :
  • Directory
  • Connect to an extension
  • Connect to Operator

Walk Through

  1. The prior states result in a Destination specification as "Prompt_X"
  2. Dial Translation rule for current account match "Prompt_X" to select application "Domain-Directory", and translate Destination-User to X
  3. Application "Domain-Directory" play greeting X from User <OwnerUser>, and collect DTMF digits
  4. Application "Domain-Directory" announce the list of subscriber that has directory pattern matching the collected DTMF digits, and prompt for Subscriber selection
  5. Application "Domain-Directory" form output as "Prompt_X.Case_<Subscriber AOR-User-Part>"
  6. Apply Domain Account's Dial Translation match "Prompt_X.Case_<Subscriber AOR-User-Part>" to select the next application

Design Approaches

  • Allow any Subscriber account to provide AA function to support multi-tiers
  • Select from account's greeting for each AA function
  • Re-use Dial Translation construct to map Digits to Actions

New Responder Applications

Announce

Function

Play a Greeting File

Input

<To User> specifies the greeting file index

Output

Annnounce_<Greeting Index>.Done

Prompt

Function

Play a Greeting File to prompt for digits

Input

<To User> specifies the greeting file index

Output

IF <No Digits Entered>
Prompt_<Greeting Index>.Default
ELSE
Prompt_<Greeting Index>.Case_<Received Digits>

Domain-Directory

Function

Play a Greeting File
Prompt for Directory Selection
Announce Subscriber Choices
Prompt for Subscriber selection

Input

<To User> specifies the greeting file index

Output

IF <No Digits Entered>
Prompt_<Greeting Index>.Default
ELSE IF <Subscriber Selected>
Prompt_<Greeting Index>.Case_<Subscriber AOR-User-Part>
ELSE
Prompt_<Greeting Index>.Case_<Received Digits>

Set_Language

Function

TODO

Input

<To User> specifies the locale, e.g., en_US

Output

TODO

Dial Plan Example

DestinationApplicationDestination User TranslationDestination Host TranslationSource Name TranslationSource User TranslationSource Host TranslationDescription
Announce_?Announce[!!!!!!!!!*]netsapiens.com[*][*]netsapiens.comAnnounce X
Announce_1.*Prompt2netsapiens.com[*][*]netsapiens.comPrompt 2
Prompt_?Prompt[!!!!!!!*]netsapiens.com[*][*]netsapiens.comPrompt X
Prompt_2.*Prompt2netsapiens.com[*][*]netsapiens.comPrompt 2 Again
Prompt_2.Case_0Operator Inboundoperatornetsapiens.com[*][*]netsapiens.comTo Operator
Prompt_2.Case_2Domain Directory3netsapiens.com[*][*]netsapiens.comDirectory
Prompt_2.Case_5000Unregistered Account Login<FromUser>netsapiens.com[*][*]netsapiens.comUnregistered Account Login
Prompt_2.Case_9Prompt2netsapiens.com[*][*]netsapiens.comPrompt 2 Again
Prompt_2.Case_[1-9][0-9][0-9][0-9]To User[!!!!!!!!!!!!!!*]netsapiens.com[*][*]netsapiens.comTo User
Prompt_3.*Prompt2netsapiens.com[*][*]netsapiens.comBack to Prompt 2
Prompt_3.Case_9Domain Directory3netsapiens.com[*][*]netsapiens.comDirectory Again
Prompt_3.Case_[1-9][0-9][0-9][0-9]To User[!!!!!!!!!!!!!!*]netsapiens.com[*][*]netsapiens.comTo User






















TAGS: domain related, multi tier, multi-tier, aa, auto-attendant, auto attendant, greeting, ivr, vru, how to, instructions, dial plan, dial translation, translation pattern
Comments