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Page 141 / 286 Scroll up to view Page 136 - 140
Configuring the Auto Attendant
Writing an Auto Attendant Script
SPA9000 Voice System Administration Guide
139
7
<audio src=”prompt1”
bargein=”T”/>
The Auto Attendant plays Prompt 1, using
the default recording:
If you know your
party’s extension, you may enter it
now.
Callers are allowed to begin dialing
(
bargein
) at any time.
<noinput timeout=”10”
repeat=”T”/>
If there is no input after 10 seconds, the
Auto Attendant repeats the menu prompt.
<dialplan src=”dp1”/>
AA Dial Plan 1 is used to evaluate the
inputs.
<nomatch repeat=”F”>
<audio src=”prompt3”
bargein=”T”/>
</nomatch>
If the dialed digits do not match the dial
plan, the Auto Attendant plays Prompt3:
Not a valid extension, please try
again.
<match>
<default>
<audio src=”prompt2”/>
<xfer name=”ext”
target=”$input”/>
</default>
</match>
If the dialed digits match the dial plan, the
Auto Attendant plays Prompt 2 (
Your call
has been forwarded.
) The call is
transferred to the extension number that
the user entered.
</form>
The form is ended.
</aa>
The script is ended.
Script Elements
Purpose
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Page 142 / 286
Configuring the Auto Attendant
Writing an Auto Attendant Script
SPA9000 Voice System Administration Guide
140
7
Example 2: Routing Calls with a Departmental Sub-Menu
In this example, the business wants to expedite the handling of sales calls. A
custom prompt is used to give special instructions about calls for the sales
department. A sub-menu for the sales group is provided to direct calls to the
correct person within that department.
Table 4
Elements of an AA Script with a Sub-Menu
Script Elements
Purpose
<aa>
This script is for the AA.
<form id=”DIR” type=”menu”>
This form is given the name “DIR” for
Directory. It is a menu type of form, which
accepts DTMF inputs.
<audio src=”prompt1”
bargein=”T”/>
The Auto Attendant plays custom
Prompt1.
Welcome to ABC company.
For Sales, enter 1. If you know your
party’s extension, you may enter it
now.
Callers are allowed to begin dialing
(
bargein
) at any time.
<dialplan src=”dp1”/>
Dial plan 1 is used to evaluate the inputs
within this form.
<noinput timeout=”10”
repeat=”T”/>
If there is no input after 10 seconds, the
Auto Attendant repeats the menu
prompt.
<nomatch>
<audio src=”prompt3”
bargein=”T”/>
</nomatch>
If the user input does not match the
specified dial plan, the Auto Attendant
plays Prompt3:
Not a valid extension,
please try again.
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Page 143 / 286
Configuring the Auto Attendant
Writing an Auto Attendant Script
SPA9000 Voice System Administration Guide
141
7
<match>
<case input=”1”>
<goto next=”SALES”/>
</case>
<default>
<audio src=”prompt2”/>
<xfer name=”ext”
target=”$input”/>
</default>
</match>
If the user input matches the dial plan, the
response depends upon the user entry:
•
If the user pressed 1, the Auto
Attendant processes the input by
using the Sales sub-menu (below in
this script).
•
If the user pressed any keys other
than 1, the Auto Attendant plays
Prompt 2 (
Your call has been
transferred.
) The call is transferred
to the extension number that the user
entered.
</form>
The “DIR” form is closed.
<form id=”SALES”
type=”menu”>
This part of the script contains the
“SALES” sub-form.
<audio src=”prompt5”/>
The Auto Attendant plays custom Prompt
5:
Press 1 for price info, press 2 for
return, press 0 for sales
representative, press * to exit
.
<dialplan src=”dp2”/>
AA Dial Plan 2 is used to evaluate the
inputs. within this form.
<noinput timeout=”10”
repeat=”T”/>
If there is no input after 10 seconds, the
Auto Attendant repeats the menu
prompt.
<nomatch>
<audio src=”prompt3”
bargein=”T”/>
</nomatch>
If the user input does not match the
specified dial plan, the Auto Attendant
plays Prompt3:
Not a valid extension,
please try again.
Script Elements
Purpose
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Page 144 / 286
Configuring the Auto Attendant
Writing an Auto Attendant Script
SPA9000 Voice System Administration Guide
142
7
Elements of XML Scripting Grammar
This section includes the following topics:
•
“Audio Instruction,” on page142
•
“Action Instruction,” on page143
•
“Noinput Instruction ,” on page143
•
“Nomatch Instruction,” on page144
•
“Menu Matched Instruction for Touch Tone (DMTP) Input,” on page144
Audio Instruction
The following is an example of the
audio
instruction:
<audio src= “prompt1” bargein= “T”/>
The Auto Attendant plays the audio file that is specified in the
src
attribute. When
playing the audio, the Auto Attendant allows the caller to interrupt the current
prompt by pressing digits when the bargein attribute is set to
T
. The Auto
Attendant ignores any digits from the caller if bargein is set to
F
. The default value
of the bargein attribute is
T
.
<match>
<case input=”*”>
<audio src=”prompt4”/>
<exit/>
</case>
<default>
<audio src=”prompt2”/>
<xfer name=”ext”
target=”$input”/>
</default>
</match>
If the user input matches the dial plan, the
response depends upon the user entry:
•
If the user presses *, the Auto
Attendant plays Prompt 4:
Good-
bye
.
•
If the user presses any digits other
than *, the Auto Attendant plays
Prompt 2 (
Your call has been
transferred.
) The call is transferred
to the extension number that the user
entered.
</form>
The form is ended.
</aa>”
The script is ended.
Script Elements
Purpose
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Page 145 / 286
Configuring the Auto Attendant
Writing an Auto Attendant Script
SPA9000 Voice System Administration Guide
143
7
TIP
Generally, enter an audio instruction as the first element in the script. In a <form>
dialog, if <audio> dialog is not been defined, the Auto Attendant does not play a
prompt. If it is defined, the Auto Attendant first plays the specified prompt, then
executes the action instruction that is described in the next section.
Action Instruction
The actions include:
•
goto
—The Auto Attendant proceeds to the next dialog in the script. All dialogs
are identified by the attribute “id”. The value in the id attribute must be unique.
Otherwise, the Auto Attendant selects the last valid dialog as the transfer
target dialog.
EXAMPLE:
<goto link= “dir_dlg”>
•
xfer
—The Auto Attendant blind transfers the caller to the target.
EXAMPLE:
<xfer name= “Technical Support” target= “5000”/>
The name attribute is optional. The target attribute must be a valid target phone
number.
•
exit
—When this action is reached, the Auto Attendant is stopped, and the call
ends.
EXAMPLE:
</exit>
NOTE
In one dialog, only one action can be defin0ed. After the
xfer
or
exit
action is
performed, the Auto Attendant ends automatically.
Noinput Instruction
The <noinput> dialog can only be used in the menu dialog and is optional. When it
is specified, Auto Attendant executes the audio and action instructions if the user
does not input any digits with the value of the <timeout> parameter, in seconds.
If the
repeat
attribute is set to
T
, the Auto Attendant plays the menu prompt after
playing the prompt specified in the <noinput> dialog and ignores the action
instruction. If the value is
F
, the Auto Attendant executes the
action
instruction. The
default value of the
repeat
attribute is
F
.
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