• ”Audio Instruction,” on page 111 • ”Action Instruction,” on page 112 • ”Noinput Instruction ,” on page 112 • ”Nomatch Instruction,” on page 113
• ”Menu Matched Instruction for Touch Tone (DMTP) Input,” on page 113 Audio Instruction
The following is an example of the audio instruction:
<audio src= “prompt1” bargein= “T”/>
The Auto Attendant plays the audio file that is specified in the src attribute. When playing the audio, the Auto Attendant allows the caller to interrupt the current prompt by pressing digits when the bargein attribute is set to T. The Auto Attendant ignores any digits from the caller if bargein is set to F. The default value of the bargein attribute is T.
<dialplan src=”dp2”/> AA Dial Plan 2 is used to evaluate the inputs. within this form.
<noinput timeout=”10” repeat=”T”/> If there is no input after 10 seconds, the Auto Attendant repeats the menu prompt.
<nomatch>
<audio src=”prompt3” bargein=”T”/> </nomatch>
If the user input does not match the specified dial plan, the Auto Attendant plays Prompt3: Not a valid extension, please try again.
<match> <case input=”*”> <audio src=”prompt4”/> <exit/> </case> <default> <audio src=”prompt2”/>
<xfer name=”ext” target=”$input”/> </default>
</match>
If the user input matches the dial plan, the response depends upon the user entry:
• If the user presses *, the Auto Attendant plays Prompt 4: Good-bye.
• If the user presses any digits other than *, the Auto Attendant plays Prompt 2 (Your call has been transferred.) The call is transferred to the extension number that the user entered.
</form> The form is ended.
</aa>” The script is ended.
Writing an Auto Attendant Script
Action Instruction The actions include:
• goto—The Auto Attendant proceeds to the next dialog in the script. All dialogs are identified by the attribute “id”. The value in the id attribute must be unique. Otherwise, the Auto Attendant selects the last valid dialog as the transfer target dialog.
EXAMPLE: <goto link= “dir_dlg”>
• xfer—The Auto Attendant blind transfers the caller to the target. EXAMPLE: <xfer name= “Technical Support” target= “5000”/>
The name attribute is optional. The target attribute must be a valid target phone number.
• exit —When this action is reached, the Auto Attendant is stopped, and the call ends. EXAMPLE: </exit>
NOTE: In one dialog, only one action can be defin0ed. After the xfer or exit action is performed, the Auto Attendant ends automatically.
Noinput Instruction
The <noinput> dialog can only be used in the menu dialog and is optional. When it is specified, Auto Attendant executes the audio and action instructions if the user does not input any digits with the value of the <timeout> parameter, in seconds.
If the repeat attribute is set to T, the Auto Attendant plays the menu prompt after playing the prompt specified in the <noinput> dialog and ignores the action instruction. If the value is F, the Auto Attendant executes the action instruction. The default value of the repeat attribute is F.
Either the audio or the action instruction can be empty. If both are empty, the Auto Attendant does nothing and waits for user input.
TIP: Generally, enter an audio instruction as the first element in the script. In a <form> dialog, if <audio> dialog is not been defined, the Auto Attendant does not play a prompt. If it is defined, the Auto Attendant first plays the specified prompt, then executes the action instruction that is described in the next section.
Writing an Auto Attendant Script
Nomatch Instruction
The <nomatch> dialog can be used only in a menu dialog and is optional. This dialog is activated when DMTF digits do not match the dial plan. When the nomatch condition is met, Auto Attendant executes the audio and action instructions in the <nomatch> dialog. If the repeat attribute is set to T, the Auto Attendant plays the menu prompt after playing the no input prompt and ignores the action instruction. If the repeat attribute is set to F, the Auto Attendant executes the action instruction. The default value of the repeat attribute is F. Either the audio or action instruction can be empty. If both are empty, the Auto Attendant does nothing and ignores all buffered digits.
Menu Matched Instruction for Touch Tone (DMTP) Input
The <match> dialog can be used only in the menu dialog and it is a mandatory field. When the DTMF digits match the dialplan, the <match> dialog is activated. The Auto Attendant compares each <case> dialog and executes the corresponding audio/action instructions. If the Auto Attendant cannot find a match in any <case> dialogs, it performs the <default> dialog audio/ action instruction if <default> is defined; otherwise, the Auto Attendant ends.
You can specify exact numbers, (for example 1, 23, 1234 and so on), in the input attribute of the <case> dialog, or you can use the dial pattern (for example, “50xx”, “408xxx5061”, “xx.”). The user can also combine several dial patterns together and use “|” to separate them (for example, “50xx|408xxx5061|1234”).
The user can use the variable “$input” in the target attribute of the xfer action. The value of this variable means that the input value that is already passed by the dialplan. The Auto Attendant does no translation, but directly transfers the call to the target.
EXAMPLE <default>
<audio src=”prompt2”/>
<xfer name=”ext” target=”$input”/> </default>
Outband DTMF (INFO/AVT) is recognized by Auto Attendant. To enable the recognition of inband DTMF, go to the Voice > SIP page, Auto Attendant Parameters section, and set AA Decode Inband DTMF to yes.