Avaya Communication Manager Administrator's Manual page 279

Note:
For more detailed descriptions of fields, see the
Note:
the Screen Reference chapter. For a more detailed description and examples of
vectors and vector variables, see Avaya Call Center Release Call Vectoring and
Expert Agent Selection (EAS) Guide, 07-300477.
Handling TTY calls with vectors
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.
The sample vector that follows allows TTY callers to 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
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:
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 won't hear the voice announcement, but because the step collects digits, it
allows the caller to enter 1 on his or her touchtone telephone.
Note:
For voice callers, the burst of TTY tones lasts about one second and sounds like
Note:
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
Note:
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.
Managing Vectors and VDNs
Variables for Vectors
Managing Announcements
Issue 2.1 May 2006
screen in
on page 493.
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