Administering Vri; Detailed Description - Avaya Communication Manager Contact Center Manual

Administering VRI

Enable Call Prompting to allow the system to collect digits from the caller and Conversant
to return data. You must have Call Prompting to administer the Converse Data Return
Code and use the digits keyword for the <data_1> or <data_2> fields on the converse-
on command.
Required forms – VRI feature
Form
System Parameters Customer-
Options
Feature Access Code (FAC)
Feature-Related System Parameters
Call Vector

Detailed description

A call queued to a split/skill retains position in the queue while a VRU script is being run.
When an agent becomes available, the line to the VRU is dropped and the caller connects
to the agent.
The converse-on command delivers a call to a predetermined converse split/skill. A
converse split/skill is administered and operates exactly like other splits/skills.
Nonconverse splits/skills are splits/skills that are accessed by queue-to and check
vector steps.
Members of a converse split/skill are the ports connected to the VRU. If all VRU ports are
busy, a call queues to the converse split/skill with the administered priority. After the VRU
answers the call, the converse-on command may pass up to 2 data items to the VRU,
depending on command parameters specified. You can pass data required by a VRU script
or data that selects the VRU script to be run.
Whether or not you pass data, a caller is connected to the VRU, which runs the VRU script.
Audible feedback provided by the vector is not heard and no further vector steps are run
until the VRU script completes. The VRU may return data to the system and then drops the
line to the system. Vector processing continues at the step following the converse-on
command.
If the call was queued to a nonconverse split/skill before the converse-on command was
run, the call retains its queue position. If an agent becomes available while the VRU script
runs, the system drops the line to the VRU and connects the caller to the agent. The VRU
detects the disconnect and terminates the VRU script.
Voice Response Integration (Category A only)
Field
Call Prompting
Converse Data Return Code
Converse Delay Data1/Data2
Converse Signaling Tone/Pause
All
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