Voice Menu - Nortel Express User Manual

Configuring Voice Services

Voice menu

A voice menu offers callers choices. When a call arrives at a voice menu, a
courteous greeting is played, followed by a list of options and the corresponding
key that the caller must press to make a selection.
Example
"Thank you for calling the University of XYZ. To find out how to register for
classes, press 1. For our part-time programs, press 2. To speak with the student
registrar, press 3, or press # to repeat this message."
Callers make a choice by pressing the appropriate number on their telephone
keypads. This means, of course, that callers require a DTMF (touchtone) phone
to use a voice menu.
Designing the Voice Services treatments system
Before you configure any Voice Services treatments, you must decide
what your call center Voice Services requirements are
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what Voice Services treatments need to be configured to meet your call
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center requirements
how to structure the Voice Services treatments to meet your requirements
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The Symposium Express Call Center Voice Services feature is extremely
flexible. You can decide to have only a single treatment, or you can have a multi-
layered system using a combination of all types of Voice Services treatments
operating at different levels.
To see a sample call flow diagram that illustrates a typical call flow and
associated Voice Services treatments for the call, see "Call-flow examples" on
page 223.
Recommendations on voice menu treatments
The current limits apply for voice menus configured using Voice Services or
Media Card:
A top-level voice menu may have a maximum of nine options. These may
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be comfort messages, transfers, or submenus.
98
Standard 2.0
Symposium Express Call Center