This example involves a mutual fund company that is open 24 hours a day, 7 days a week. All incoming calls are directed to a single VDN extension that maps to a main vector. The main vector presents a menu of options to the calling party, and the vector also uses Call Prompting to determine the desired service. Three services are offered:
• New accounts enables the customer to open a new account.
• Account inquiries enables the customer to make inquiries concerning his or her account.
• Net asset values enables the customer to hear information concerning the net asset values of the company’s funds.
If the caller selects account inquiries, he or she is prompted to input his or her account number before being answered by an agent. The agent can use the CALLR-INFO button to display this number.
Note:
If the agent has a two-line display telephone, the account number is automatically displayed on the second line. Some supported display telephones include 6416, 6424, 8410, 8434 and Callmaster set.
This example uses three other applications that can be supported by the Call Prompting feature:
• Data In/Voice Answer (DIVA) allows a caller to receive information on a topic that he selects at the prompt. The caller selects the desired topic by entering the appropriate digits.
• Data Collection provides a method of collecting digits from a caller. The requested digits comprise an official number of some sort. For example, a Social Security Number, and they help the system process the call more efficiently.
• Message Collection allows the caller to leave a recorded message instead of waiting for the call to be answered.
The four vectors shown below illustrate how the mutual fund company handles telephone calls.
Typically, the vector should be programmed to check if queue slots are available.
Example application - mutual fund company
VDN (extension=1030 name=“
Thank you for calling ABC Investments. If
you wish to open a new account, please dial 1. If
you wish to make an account inquiry, please dial 2.
If you wish to know the current net asset values of
our funds, please dial 3.
] 3. route-to number 1031 with cov y if digit = 1
We’re sorry. All of our operators are busy at
the moment. If you’d like to leave your name and
telephone number so that we can get back to you,
dial 1.
Data in/voice answer and data/message collection
] 6. goto step 10 if digit = 1
We’re sorry, we cannot take
your message at this time. You may continue to hold, or
you can call back later.
]
12. goto step 4 if unconditionally
DIVA and data/message collection vector examples
VDN (extension=1032 name=“
Please enter your 6-digit account number.
] 3. goto step 7 if calls-queued in split 1 > 19
We’re sorry. All of our operators are busy at
the moment. If you’d like to leave your name and
telephone number so that we can get back to you,
We’re sorry, we cannot take
your message at this time. You may continue to hold, or
you can call back later.
] 14. goto step 4 if unconditionally
The net asset values of our funds at the close
of the market on Wednesday, May 15 were as follows:
ABC Growth...33.21...up 33 cents; ABC
High Yield...11.48...down 3 cents.
]
When the call is placed, vector processing begins in vector 10, which is the main vector. Step 1 of the vector contains the wait-time command, which is placed before the collect digits command in step 2 to provide the caller with feedback in the event that a tone detector is not immediately available. Once a tone detector is connected, the collect digits command provides an announcement that requests the caller to enter 1, 2, or 3, depending upon the service desired. If the caller enters a digit other than 1, 2, or 3 mentioned, or if the caller fails to enter any digits within 10 seconds, then the command fails and the call is routed to the attendant (step 6). If the caller enters 1, 2, or 3 within 10 seconds, then the call is routed to the vector specified in the appropriate route-to numbercommand, which appears in steps 3, 4, and 5.
For instance, assume that, when prompted, the caller enters 3 because he or she wants to learn about the net asset values of the company’s funds. In such a case, the route-to number commands in step 3 and in step 4 fail, because in each case, the digit that is tested for in the condition portion of the command is not 3. However, the route-to number command in step 5 succeeds because the digit that is tested for matches the one entered by the caller.
Accordingly, the call is routed to VDN extension 1033, and vector processing continues in vector 13.
The announcement command in step 1 of vector 13 provides the caller with the information on net asset values and then disconnects the call.
The process just described, whereby the caller receives information as a result of making a request at the prompt, is an example of the Data In/Voice Answer (DIVA) application.
Returning to the main vector, suppose that another caller wants to make an inquiry into his or her account, and the caller enters 2 when prompted. In such a case, step 3 fails, but step 4 succeeds. Accordingly, the call is routed to VDN extension 1032, and vector processing continues in vector 12.
The collect digits command in step 2 of vector 12 first requests the caller to enter his or her 6-digit account number. The command then collects the digits that are entered by the caller.
Whether or not the caller correctly enters the digits, the queue-to split command in step 4 queues the call. If an agent does not immediately answer the call, the standard
announcement is provided in step 5 and, if necessary, a delay is provided in step 6. The announcement in step 7 provides the caller with the option of leaving a message instead of having his or her call wait in queue. The caller is instructed to enter 1 if he or she wants to leave a recorded message. If the caller does not enter 1, the goto step command in step 8 fails, and an announcement-wait cycle is implemented by steps 9, 10, and 11 until the call is answered or abandoned. If the caller does enter 1 within 10 seconds, step 8 passes control to step 12. The messaging split command in step 12 attempts to connect the caller to an AUDIX or message center split so that the caller can leave a message. If the connection is made, the caller first hears ringback and can then leave a message. If the connection is not made, the step is unsuccessful, and step 13 provides an announcement that indicates that a connection could not be made. Thereafter, the goto step command in step 14 sends call control back to step 6, which leads the caller back into the steps to leave a message.
Data in/voice answer and data/message collection
The process that was just described, whereby the caller, when prompted, enters digits that comprise an official number (an account number, in this case), is an example of the Data Collection application. If the agent has a CALLR-INFO button or a two-line display, the agent can see the digits that are entered by the caller. As a result, the agent need not request the account number from the caller.
Finally, suppose that a third caller wants to open an account and that he or she enters 1 when prompted in the main vector. In this case, step 3 of the main vector is successful. Accordingly, the call is routed to VDN extension 1031, and vector processing continues in vector 11.
In step 2 of vector 11, the call is queued to the main split. Thereafter, if necessary, step 3 provides the appropriate announcement, and step 4 provides a delay period. The
announcement in step 5 provides the caller with the option of leaving a recorded message instead of having his or her call wait in queue. This is an example of the Message Collection application. The caller is instructed to enter 1 if he or she wants to leave a recorded message. If the caller does not enter 1, the goto step command in step 6 fails, and an announcement-wait cycle is implemented by steps 7, 8, and 9 until the call is answered or abandoned. If the caller does enter 1 within 10 seconds, step 6 passes control to step 10. The messaging split command in step 10 attempts to connect the caller to an AUDIX or message center split so that the caller can leave a message. If the connection is made, the caller first hears ringback and can then leave a message. If the connection is not made, the step is unsuccessful, and step 11 provides an announcement that indicates that a connection could not be made.
Thereafter, the goto step command in step 12 sends call control back to step 4, which leads the caller back into the steps to leave a message.