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ACD contact center features
Call Prompting allows you to collect and use digits that the VRU returns. These digits are
handled as dial-ahead digits. Rules for collecting and processing VRU digits are the same
as for Call Prompting.
You can use digits returned from the VRU in the following ways:
To display for the answering agent's (automatically for 2-line displays or with the
INFO
As an extension in a route-to digits vector step. For example:
converse-on split. . . . (VRU returns 4 digits)
collect 4 digits after announcement none
route-to digits coverage y
For vector-conditional branching in an if digits equals vector step. For example:
converse-on split . . . (VRU returns 1 digit)
collect 1 digit after announcement none
goto vector 101 if digits = 1
goto vector 102 if digits = 2
goto vector 103 if unconditionally
Tandemed to an ASAI host – Collected digits are passed to ASAI hosts in Call Offered to
Domain Event reports and in route request messages, thus caller digits or database
information returned from the VRU can be tandemed through the system to ASAI hosts.
For example:
converse-on split ... (VRU returns 9 digits)
collect 9 digits after announcement none
adjunct route link Y
In this vector, the digits returned from the VRU are forwarded to the ASAI host in the
adjunct routing route request message.
When you use a VRU application that returns data for a collect-digits step, the opportunity
for toll fraud exists when the VRU application does not return any data. Take the following
precautions:
264 Communication Manager Guide to ACD Call Centers
button for other displays)
If the collected digits are used to route calls internally, ensure that the Class of
Restriction (COR) for the vector directory number (VDN) does not allow calls to
route externally.
If the collected digits are used to route calls externally, use a password to verify that
the collected digits have been passed by the VRU application. For example, in the
following vector, the VRU application returns a 3-digit password followed by the 8-
digit external number. The vector routes calls without the correct password to a
vector 23.
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CALLR
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