Through the Call Router application, TeleVantage's Name Directory can be accessed by callers to verbally direct themselves to the parties they wish to speak to. Using the Name Directory combined with the alternate names and pronunciations described in Configuration, the Call Router assembles a list of all possible combinations a caller might be expected to use in order to offer the maximum flexibility and accuracy to the identification process.
The process begins with a request for the name of the desired party. Depending on the response, the Call Router attempts to identify a single match to the request. If only a first name is given, for instance, there may be more the one possible match. In this case, the names of the potential matches are played for the caller and the request is made to select from this list. Once a specific party has been identified, the call is transferred to the appropriate extension. If a suitable match is not found, the caller will be transferred to the operator.
Workgroups and Queues that are defined in TeleVantage and assigned an extension are included in the list of names available through the Call Router. When one of these names is selected the caller is transferred to the extension where TeleVantage's Workgroup or Queue capabilities are engaged.
The Speech Assistant Call Router also recognizes the keypad or 'DTMF' entry of extension numbers as well as the caller's verbal request; i.e. "Extension 123". To override this feature and mirror the functionality provided by TeleVantage to assign an extension to a key sequence, a "profile" can be defined in the Profiles.ini file containing the desired key mappings and associated with an instance of the Call Router through the IVR Plug-in. The '#' key is another special case that can be mapped to an Auto Attendant that goes directly to TeleVantage's User Login. This same profile can also be used to limit the Call Router to a single "Workgroup" and to route FAX calls to a special extension.
Note: The special cases of "Contact", "Voice Mail", and "E-Mail" are automatically added to the list of names for the identification process to allow access to the Assistant Contact List, Voice Mail, and E-Mail applications respectively.
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