Advanced Auto attendant v3.0Advanced Auto attendant v3.0

December 2003

Page 2

New Auto Attendant Features for 3.0New Auto Attendant Features for 3.0

• Allow different languages on different dialogs

• New Language support• Transfer with Call Attached Data• Transfer to VM• New AA actions

December 2003

Page 3

Considerations for AAA FeaturesConsiderations for AAA Features

• Licensing• IVR Functions• Call Center• Call Attached Data• External Text-to-Speech (TTS)• Fax on Demand

December 2003

Page 4

Call Attached Data – ArchitectureCall Attached Data – Architecture

MX250

Agent’s Workstation

Data Base Server

HTTP request

If call is routed to an agent, then MXIE will receive attached data

MXIE

Agent Pop-Up Screen

MXIE initiates third-party’s Pop-Up application with

Attached Data as parameter (TAPI)

Pop-Up can request additional info from

data base using provided call attached data for forming SQL

request

Web-Server

WEB

Receives information using

“Screen Scraping” technique

Receives information from

data base.

Script returns data as part of VoiceXML

script

Script

ACD Queue

Call Attached Data can contain call priority and preferred agent information for ACD

VoiceXML response

3rd party application

CDR Data Base

IVR scenario (VoiceXML

script)

Historical records in CDR and

user’s databases can be

synchronized for reporting purposes

User

Caller’s information received at the dialog

time can be “attached” to the call at the

moment of transfer

Incoming call

HTTP Request

ODBC lookup/return

HTTP ie TTS

Call Attached Data

Retrieved data

December 2003

Page 5

Advanced Auto Attendant LicenseAdvanced Auto Attendant License

License enabled

Something to consider! –

Simultaneous accesses

December 2003

Page 6

New ActionsNew Actions

New Actions•Web Server Request

•Assign to Variable

•Fax on Demand

December 2003

Page 7

Change LanguageChange Language

December 2003

Page 8

Set Language and ScriptSet Language and Script

Action List now contains a Change Language option

Choose from Language Packs which are available in the following languages: Chinese, English, French, German, Italian, Japanese, Korean, Polish, Portuguese, Russian, Spanish, Swedish and Ukrainian.

December 2003

Page 9

Leave Voice MailLeave Voice Mail

Send caller to VM

December 2003

Page 10

Assigning to VariablesAssigning to Variables

Sample List

December 2003

Page 11

Transfer with Call Attached DataTransfer with Call Attached Data

December 2003

Page 12

Call Attached DataCall Attached Data

• MX generates an external customized script on an external Web Server

• External script receives user input variables from the MX in the form of an HTTP GET or POST request

• The script then takes that input and uses it to query the database and pull back information

• The information is then passed back to the MX as call attached data which can then appear in a screen pop

December 2003

Page 13

Fax on DemandFax on Demand

December 2003

Page 14

Text-to-SpeechText-to-Speech

Server settings•Account

•Language

•Voice

•URL

December 2003

Page 15

Creating TTS .wav file from scriptsCreating TTS .wav file from scripts

December 2003

Page 16

Training CourseTraining Course

• The AAA is quite a sophisticated product and so Zultys is developing a training course to help integrators with product deployment.

• Courses are expected to start in August in Sunnyvale.