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 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 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