Consultation - Avaya Customer Interaction Express 1.0 IVR-Editor User Manual

User Manual CIE 1.0 IVR-Editor

Consultation

Task
The Consultation element starts a consultation call during a connection. The
first connection is put on hold. The new connection is the active connection. You
can only use consultations if there is no established second connection.
The consultation is established as 1
Consultation elements can have several input connectors.
Icons
The IVR Editor module uses the following icons for a Consultation element.
Icon in the catalog of
elements
Properties
The table below shows the properties of the Consultation element. For
information on general element properties, see General properties of all elements
on page 25.
Properties Explanation
number
Var.
Waiting for call to be
accepted
Waiting for call to be
accepted
Max. ring time (mm:ss)
CallTags
Local variables
st
-party call.
Icon in the IVR script
Specifies the number to be dialed. You can enter the
number directly or use a tag or variable. The variable or tag
must contain the number characters. You can enter 24
characters maximum for the number.
Waiting for call to be accepted is set as default. The Max.
ring time field is activated.
To be able to use the Transfer at once function, you have
to uncheck the option Waiting for call to be accepted. In
this case, the elements Consultation and Transfer must
come in direct succession. Connect the success-exit
connector of the Consultation element to the input
connector of the Transfer element. The active connection is
put on hold, the outgoing connection being initiated (the
new active call) and is exited via the success-exit connector.
The successive Transfer element transfers the active call to
the call on hold.
Specifies for how long a subscriber (number) is being
called. It is distributed to the Timeout-exit connector if the
maximum ring time is exceeded. Enter the ring time in the
format mm:ss (minutes:seconds). 5 minutes is the maximum
setting.
Opens the Select tag dialog. You can select a tag. You
might have to add a reference to certain topics, agent
groups, etc. ("ag[agentgroup_1].free").
Opens the Local variables dialog. You can select a
variable.
Terms and elements of the IVR Editor • 73