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ACD contact center features
Look-Ahead Interflow
If an incoming call or a call routed by a converse-on vector step is answered by a VRU,
or is queued to the converse split/skill while a Look-Ahead Interflow call attempt is
outstanding, the attempt is accepted.
Message Center
Converse-on steps can deliver calls to message hunt groups. Such calls are handled as
direct calls to the message hunt group.
If a call is forwarded to a VDN and a converse-on step delivers it to a message split, it is
handled as a redirected call.
A converse-on step can queue a call to three different skills and then to a converse skill
group or split.
Music-on-Hold
During the data return phase of a converse-on step, the caller is placed on hold, but
does not hear music.
Nonvector-controlled splits
A converse-on step cannot route a call to a nonvector-controlled split.
Queuing
Converse-on calls queue when they are delivered to busy hunt groups. Call Vectoring
audible feedback is not disconnected while a converse-on call is queued.
If a converse-on step is run while a call is queued to a non-converse split/skill, the call
remains in queue, even after being answered by the VRU.
Converse-on steps can queue calls at one of four priority levels: low, medium, high or
top. You administer the queue priority of a call on the converse-on step.
R2-MFC Signaling
R2-MFC signaling trunks can send ANI to VRUs via the ani data item on the converse-
on step.
Recorded announcement
Use VRI to increase the system's recorded announcement capacity by offloading some
recorded announcements to a VRU, such as Conversant. Using the converse-on step,
redirect callers to a group of VRU ports by passing the number of the announcement to be
played. Conversant can play any announcement on any port.
268 Communication Manager Guide to ACD Call Centers
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