Using Prompt/Collect Digits Treatments - Nortel Express User Manual

Configuring Voice Services

Using prompt/collect digits treatments

Introduction
Prompt/collect digits treatments can be configured as front ending or as part of a
Symposium Express Call Center call treatment (referred to as an SECC
Controlled treatment). Symposium Express Call Center Controlled
prompt/collect digits treatments can only be configured as Greeting
Announcements.
Front ending
You can front end a prompt/collect digits treatment by adding it to a front end
voice menu or by configuring it as a front end announcement.
The two main methods to front end a prompt/collect digits treatment are as
follows:
1. Map the treatment to a particular ACD DN (known as front ending).
For more information, see "Mapping treatments to ACD DNs" on page
127. Before you configure prompt/collect digits treatments as front ending,
you should consider the following points:
You can configure an after-treatment for the front end treatment. For
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example, this can be used to transfer the call to a particular CDN and
into the control of Symposium Express Call Center.
You can configure a chain of prompt/collect digits treatments, which
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will, in turn, be terminated with a transfer (after-treatment) into
Symposium Express Call Center.
If you do not want all calls to receive the same front end treatment,
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you can configure multiple ACD DNs and assign treatments to different
ports.
2. Integrate the prompt/collect digits treatments as part of the voice menu
system.
You can configure a number of different prompt/collect digits treatments as
nodes in a front ending voice menu. For more information on configuring
126
Standard 2.0
Symposium Express Call Center