The behaviour of the Speech Assistant Call Router can be modified to support functions already native to TeleVantage. Multiple companies are implemented through the TeleVantage's Workgroup feature which is used to segregate users into significant groups. FAX calls can be intercepted and routed to designated extensions. Finally, the individual keypad buttons can be mapped to specific extensions. All of these options can be defined for multiple companies, divisions or groups in the Profiles.ini file located in the "\Program Files\LumenVox\Platform" directory. Each profile is represented by a named section containing the desired definitions. To connect the profile to the extension served by the IVR Plug-in, the "[Extensions]" section contains the list of each extension and the profile name it is associated with. If no profile has been specified when a call is received on a particular extension, a new entry is made associating that extension with the "Default" profile.
The profile name, "LumenVox", becomes the section name (case sensitive) in the Profiles.ini file and, in this case, is associated with the 422 extension that is assigned to an IVR Plug-in. This is followed by the various definitions:
[Extensions]
411=Default
422=LumenVox
[Default]
OnError=0
[LumenVox]
Workgroup=LumenVox
FAX=389
Key_2=222
Key_5=555
Key_9=999
OnError=0
In this example, only the names of users associated with the workgroup "LumenVox" will available to the caller. If a FAX tone is detected, the call will be routed to extension 389. Pressing either the 2, 5, or 9 will send the caller directly to the defined extensions. The "OnError" entry specifies the extension to transfer the caller to should if a problem is encountered. Multiple sections can be defined within this file in the same fashion as this example but each must be referenced by separate IVR Plug-ins.
Lastly, TeleVantage maps the '#' key to its User Login function to allow remote maintenance of a user's account. This can be accomplished through the Assistant by an entry for 'Key_#' in the profile that references an Auto Attendant whose only function is to run the User Login when no key is pressed.
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