Call-Flow Examples - Nortel Express User Manual

March 2005

Call-flow examples

This section provides a detailed view of how the prompt/collect digits feature
operates. It highlights the main interactions between the Voice Services card and
the TAPI server. For more information, see Chapter 5, "Configuring Voice
Services." For information on call treatments and call routing, see Chapter 6,
"Configuring call treatments and call routing."
Front-ending example
Configuration details
In the call-flow example starting on page 228, the following configuration was
used:
The number for the Voice Services IVR Queue is 6001. The number for the
Symposium Express CDN is 4000.
The call center is configured with one agent logged on to the system with a
priority of 1 for the sales skillset. The agent is idle (that is, in an idle state). The
sales skillset has been assigned to CDN 4000 using the call routing wizard.
Two prompt/collect digits treatments were created and recorded, Treatment 1000
and Treatment 1001. Both have verification prompts enabled and recorded. See
the Properties - Treatment dialog box on page 224 for Treatment 1000. This
treatment collects digits for the customer's number. Treatment 1001 collects
digits for the customer's bank account number. See the Properties - Treatment
dialog box on page 225.
Call Center Management Guide
Call-flow examples
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