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Voice Response Integration (Category A only)
Although only one caller can be connected to each port, up to 48 callers can be connected
simultaneously to Conversant. The maximum number of callers that can be connected to a
VRU simultaneously varies with each VRU.
Redirection on No Answer (RONA)
If a converse-on step calls a hunt group with "no answer timeout" administered, and the
call rings an agent/port for longer than the timeout interval, the call redirects and the
agent/port is put into AUX work mode (or logged out if the agent is an AAS member).
With RONA, the call is requeued to the split/skill. The call cannot requeue to the split/skill if
it is an AAS with all agents logged out or if the queue is full. If the call cannot be requeued,
the converse-on step fails, a vector event is logged, and processing restarts at the next
vector step.
Service Observing
Calls delivered by a converse-on step can be observed. To prevent the observer from
hearing tones associated with data being sent to the VRU, the observer is not connected to
the call until after data is passed. If the VRU returns data, the observer is put in service-
observing-pending mode and the caller is put on hold while the data is sent. When the
converse-on session ends and the VRU drops the line, the observer remains in service-
observing-pending mode and waits for the next call.
In addition, the observer observing a VDN does not hear data being sent. After data is
sent, the observer rejoins the call.
Do not administer a service observing warning tone because the warning tone may
interfere with the interaction between Conversant and the caller.
System measurements
System measurements track converse-on calls to hunt groups.
Touch-tone dialing
A caller can use touch-tone dialing while digits are passed in a converse-on session. The
data is not corrupted. The system does not collect the dialed numbers as dial-ahead digits.
After the system sends digits to Conversant, a caller can enter touch-tone digits at a
Conversant prompt. After Conversant has returned data to the system and an additional
collect <#> digits vector step is run, a caller can enter a touch-tone response to a
system prompt.
Issue 1.0 May 2003
269
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