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Calls to the Auto Attendant
Service are answered by the IVR (Intelligent Voice Recognition) and played
a welcome prompt. At this point an out-of-hours module determines what
action is to be taken dependant upon the calendar data configured (e.g.
play a message, out-dial to a special out-of-hours number etc.). Provided
the service is "in hours", the caller is then played the main
service menu and invited to select an option. Up to 10-menu options can
be configured (0-9) each offering one of four possible outcomes:-
Out-dial to a single geographic number
Out-dial to a secondary number if the first is busy
Play a message and terminate the call
Play a message and then perform data capture
A
time-out module is also provided which determines the call flow during
various timeout and error conditions e.g. caller fails to enter a menu
selection or fails to enter a valid input.
All service prompts and data capture features are configured using a telephone
administration interface. On a newly configured service, special prompts
are provided to guide the user through the prompt configuration process.
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