Interactive Messaging - NEC UX5000 Manual

Interactive Messaging

Interactive Messaging
Description
Compatibility Guidelines:
• Interactive Messaging provides the capability of 1600 Interactive Prompts maximum.
Interactive Messaging provides callers with a "question and answer" order taker. It uses an Interactive Mail-
box to give callers the ability to record answers to a sequence of pre-recorded Interactive Prompts. Voice
mail saves the answers as new messages in the Subscriber, Guest, or Message Center Mailbox assigned to
store the responses. You could set up Interactive Messaging, for example, to take a customer service auto-
mated survey. This would free up customer service agents to help with customer orders.
Here is how Interactive Messaging works:
1. The System Administrator records the questions (called Interactive Prompts) in the Interactive Mailbox.
● Normally, the recorded Interactive Prompt asks the caller to dial # when they are done with their answer.
(Interactive Messaging will, however, normally advance to the next prompt after a short delay.)
2. An Automated Attendant caller is routed to the Interactive Mailbox.
The caller can be routed via an Automated Attendant LOGON, GOTO, UTRF, TRF, or Quick Message.
●
3. The caller listens to the first question, records their answer, and dials # to advance to the next question.
The caller can optionally wait for the next question without dialing #.
●
4. After answering the next question, the caller repeats the process until all questions are answered.
● When all questions are answered, voice mail can optionally provide a reference (tracking) number for
the call.
● Depending on how Interactive Messaging is set up, responses may be required for all questions.
5. The caller's responses to the questions are stored as a single new message in the mailbox programmed to
receive the Interactive Messages.
● When reviewing the caller's answers, the reviewer can dial TI to hear the reference number for the call
(if enabled).
Related Features
Automated Attendant (page 68)
The Automated Attendant can route callers to an Interactive Mailbox.
Directory Dialing (page 120)
Callers can use Directory Dialing to access the Interactive Mailbox.
Interactive Mailbox (page 165)
This is the mailbox type that facilitates Interactive Messaging.
Interactive Prompts (page 171)
These are the Interactive Messaging prerecorded prompts.
Mailbox Name (page 180)
The Interactive Mailbox name facilitates Directory Dialing.
Next Call Routing Mailbox (page 247)
The Next Call Routing Mailbox provides additional dialing options to Interactive Mailbox callers.
Tenant Service (page 287)
Tenant Groups may limit access to a Guest Mailbox.
166 ◆ Chapter 2: Features
UX Mail Manual