Linksys SPA-841 Router Manual PDF (Setup & Configuration Guide)

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Configuring the Auto Attendant

Writing an Auto Attendant Script

SPA9000 Voice System Administration Guide

144

7

Either the

audio

or the

action

instruction can be empty. If both are empty, the Auto

Attendant does nothing and waits for user input.

Nomatch Instruction

The <nomatch> dialog can be used only in a menu dialog and is optional. This

dialog is activated when DMTF digits do not match the dial plan. When the

nomatch

condition is met, Auto Attendant executes the

audio

and

action

instructions in the <nomatch> dialog. If the

repeat

attribute is set to

T

, the Auto

Attendant plays the menu prompt after playing the no input prompt and ignores

the

action

instruction. If the

repeat

attribute is set to

F

, the Auto Attendant

executes the

action

instruction. The default value of the

repeat

attribute is

F

.

Either the

audio

or

action

instruction can be empty. If both are empty, the Auto

Attendant does nothing and ignores all buffered digits.

Menu Matched Instruction for Touch Tone (DMTP) Input

The <match> dialog can be used only in the menu dialog and it is a mandatory

field. When the DTMF digits match the dialplan, the <match> dialog is activated.

The Auto Attendant compares each <case> dialog and executes the

corresponding audio/action instructions. If the Auto Attendant cannot find a match

in any <case> dialogs, it performs the <default> dialog audio/action instruction if

<default> is defined; otherwise, the Auto Attendant ends.

You can specify exact numbers, (for example 1, 23, 1234 and so on), in the

input

attribute of the <case> dialog, or you can use the dial pattern (for example, “50xx”,

“408xxx5061”, “xx.”). The user can also combine several dial patterns together and

use “|” to separate them (for example, “50xx|408xxx5061|1234”).

The user can use the variable “$input” in the target attribute of the

xfer

action. The

value of this variable means that the input value that is already passed by the

dialplan. The Auto Attendant does no translation, but directly transfers the call to

the target.

EXAMPLE

</default>

Outband DTMF (INFO/AVT) is recognized by Auto Attendant. To enable the

recognition of inband DTMF, go to the

Voice > SIP

page,

Auto Attendant

Parameters

section, and set

AA Decode Inband DTMF

to

yes

.

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Configuring the Auto Attendant

Writing an Auto Attendant Script

SPA9000 Voice System Administration Guide

145

7

Auto Attendant XML Instructions Set

The complete set of XML instructions for Auto Attendant Scripts are described in

the following table:

Table 5

AA XML Elements

Instruction

Description

Syntax and Example(s)

dialplan

This determines the dialplan id of

the current menu <form>. The Auto

Attendant processes the user input

according to the dial plan and then

is dispatched to the match,

nomatch, or noinput instruction.

“dp1” matches the AA Dial

Plan 1 parameter found on

the

Voice - SIP

screen of the

administration web server.

“dp2” matches the AA Dial

Plan 2 parameter found on

the

Voice - SIP

screen of the

administration web server.

noinput

When specified, the Auto Attendant

executes the specified audio and

action instructions if the user does

not input any digits in <timeout>

seconds. If the repeat attribute is

set to “T”, then the Auto Attendant

plays the menu prompt after

playing the prompt specified in the

<noinput> audio instruction and

ignore the action instruction;

otherwise, the Auto Attendant

executes the action instruction. By

default, “repeat” is “F”.

<noinput timeout=”5”

repeat=”T”>

<!--audio instruction

(optional) -->

<!--action instruction

(optional) -->

</noinput>

nomatch

When specified, the nomatch

instruction runs when the user input

digits do not match anything in the

dial plan. The Auto Attendant

executes the specified audio and

action instructions. If the repeat

attribute is set to “T”, the Auto

Attendant plays the menu prompt

after playing the no input prompt

and ignore the action instruction;

otherwise, the Auto Attendant

executes the action instruction. By

default, “repeat” is “F”.

<!--audio instruction

(optional) -->

<!--action instruction

(optional) -->

</nomatch>

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Configuring the Auto Attendant

Writing an Auto Attendant Script

SPA9000 Voice System Administration Guide

146

7

match

Upon a match between the user

input and the dial plan, the Auto

Attendant transfers to the

corresponding <case> and execute

the corresponding audio and/or

action instructions. If the Auto

Attendant cannot find a match in

any of the <case> statements, it

performs the <default> case.

<!--audio instruction

(optional) -->

<!--action instruction

(optional) -->

</case>

<!—audio instruction

(optional) -->

<!--action instruction

(optional) -->

</case>

<!—audio instruction

(optional) -->

<!--action instruction

(optional) -->

</default>

</match>

goto

The Auto Attendant transfers the

caller from one <form> to the other

<form>. All <form>s are identified

by the attribute “id”. The value in the

id attribute must be unique;

otherwise, the Auto Attendant

selects the last valid <form> as the

transfer-to target.

“daytime” is the id of a

<form> entry.

Example: <form id=”daytime”

type=”menu”>

xfer

The Auto Attendant performs a

blind transfer of the caller to the

target, and then it ends processing

“target = $input” is equivalent to the

input value already passed by the

dialplan. There is no significance to

the name attribute.

<xfer name= “Technical

Support” target= “5000”/>

exit

When this action is reached, the

Auto Attendant stops, and the call

ends

<exit>

Instruction

Description

Syntax and Example(s)

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Configuring the Auto Attendant

Writing an Auto Attendant Script

SPA9000 Voice System Administration Guide

147

7

Entering an Auto Attendant Script

TIP

To get started, you may want to copy the default script from the

Voice > SIP

page,

Auto Attendant Parameters

section,

AA Script 1

field. You can paste it into any

word processing application, where you can see the entire script more easily. Make

your changes, remove any formatting such as line breaks, and paste the final string

into the appropriate AA Script field.

STEP 1

Connect to the SPA9000 administration web server, and choose Admin access

with Advanced settings. (See

“Connecting to the SPA9000 Administration Web

Server,” on page 27

).

STEP 2

Click

Voice

tab > SIP

.

STEP 3

Scroll down to the

Auto Attendant Parameters

section.

STEP 4

Enter your script in the appropriate field:

AA Script 1 - 3

. For more information, see

“Writing an Auto Attendant Script,” on page138

.

STEP 5

Click

Submit All Changes

.

audio

The Auto Attendant plays the audio

specified in the “src” attribute. This

attribute must be prompt<n>, with

<n> being a number in the range 1–

10. When playing the audio, the

Auto Attendant allows the caller to

interrupt the current prompt by

pressing digits if the bargein

attribute is set to “T”. The Auto

Attendant ignores any digits from

the caller if the bargein attribute is

set to “F” (the default value).

<audio src= “prompt1”

bargein= “T”/>

Instruction

Description

Syntax and Example(s)

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Configuring the Auto Attendant

Configuring the DayTime, NightTime and Weekend/Holiday Auto Attendants

SPA9000 Voice System Administration Guide

148

7

Configuring the DayTime, NightTime and Weekend/Holiday

Auto Attendants

You can customize the Auto Attendant with prompts and actions for different times

of day and for the days when the business is closed.

NOTE

By default, the DayTime Auto Attendant is activated, using AA Script 1, an answer

delay of 0 seconds, and no start or end time.

STEP 1

Connect to the SPA9000 administration web server, and choose Admin access

with Advanced settings. (See

“Connecting to the SPA9000 Administration Web

Server,” on page 27

).

STEP 2

Click

Voice

tab > SIP

.

STEP 3

Scroll down to the

Auto Attendant Parameters

section.

STEP 4

To set up the DayTime Auto Attendant, complete the following tasks:

•

DayTime AA

: Choose

yes

from the drop-down list.

•

DayTime AA Script

: Choose

1

,

2

, or

3

from the drop-down list.

•

DayTime:

Enter the start and end times in 24-hour format

SYNTAX:

start=hh:mm:ss;end=hh:mm:ss

EXAMPLE:

start=08:30:00;end=18:00:00

In this example, the business hours begin at 8:30 a.m. and end at 6:00 p.m.

NOTE

When you enter the

DayTime

setting, you are in effect also setting the

nighttime hours. There is no separate field for NightTime start and end times.

•

DayTime Answer Delay

: Enter the number of seconds that the Auto Attendant

waits before answering a call. This setting is useful when the Auto Attendant is

used as a backup tool for a live answerer. For example, assume that the

Contact List includes both the receptionist and the Auto Attendant. You might

set the Answer Delay to 12 seconds. If the receptionist does not answer within

that time, then the Auto Attendant answers the call.

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