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89
Appendix C: Dial Plan and Auto-Attendant Scripting for Advanced Users
Configuring the Auto-Attendant
IP Telephony System
Internal Dial Plan
When the auto-attendant is enabled, it parses and operates on user input (key presses or DTMF tones) following
the rules specified in the auto-attendant dial plan of the System. These rules are specified by the AA Dial Plan
parameters found on the
Voice - SIP
screen of the Web-based Utility.
Parameters of the Auto-Attendant Feature
The following parameters are the minimum that must be configured.
•
Contact List. This is a list of clients that the System alerts when there is an incoming call on the line. The
auto-attendant must be included on this list. By default, the auto-attendant is the only client on this list, so
the auto-attendant will pick up every call. You can decide to have the auto-attendant pick up a call if a
number (or group) of clients did not pick up the call first. This parameter is configured on the
Voice - Line
x
(x is 1-4) screen of the Web-based Utility.
•
AA Script. The System lets you program the auto-attendant instructions using XML scripting grammar. These
parameters, AA Scripts 1-3, are configured on the
Voice - SIP
screen of the Web-based Utility. Only one script
is active at a time. Scripting is described in more detail below.
•
AA Dial Plan. The auto-attendant parses the user input according to one of the two parameters, AA Dial Plan 1
or 2. The AA Script includes a reference to one of these two dial plan parameters through the dial plan
instruction. These parameters are configured on the
Voice - SIP
screen of the Web-based Utility.
•
DayTime AA Script. This defines which of the three scripts (AA script 1, 2, or 3) should be used for daytime
hours. This parameter is configured on the
Voice - SIP
screen of the Web-based Utility.
Prompts for the Auto-Attendant
The auto-attendant prompts are configured through the Interactive Voice Response Menu. To access these
settings, follow these instructions:
1.
Using one of the analog telephones connected to the System, press
****
(in other words, press the star key
four times).
2.
Wait until you hear “Linksys configuration menu. Please enter the option followed by the # (pound) key or
hang up to exit.”
3.
Press
72255#
to access the auto-attendant message settings.
Refer to “Chapter 5: Using the Interactive Voice Response Menu” for more details.
Page 97 / 127
90
Appendix C: Dial Plan and Auto-Attendant Scripting for Advanced Users
Configuring the Auto-Attendant
IP Telephony System
The System can store up to 94.5 seconds of audio, excluding the default messages (Prompts 1-4). The maximum
length of any message is one minute. The recorded messages will be encoded with G711U and saved in flash
memory. Status information for these messages is found in the Auto-Attendant Prompt Status section of the
Voice - Info
screen of the Web-based Utility.
Each message is internally referred to as Prompt x, x being a number ranging from 1 to 10. You can customize the
default prompts and add six additional prompts. When you reset the System to its factory default settings,
customized messages will be erased, and prompts 1-4 will be restored to their default messages:
Customizing the Auto-Attendant
You have many parameters you can change to customize the auto-attendant. One of the most important
parameters is the script, or set of instructions, that the auto-attendant executes when it is running. The next
section will explain how to use XML scripting grammar.
The AA Scripts Parameters and XML Scripting
The System lets you use XML scripting grammar to define the auto-attendant instructions. You have a choice of
three scripts, which are stored in the AA script 1-3 parameters on the
Voice - SIP
screen of the Web-based Utility.
The instructions must be defined or encapsulated in a <form> structure. You may have multiple <form>
structures within a script that the auto-attendant can transfer to, based on user input.
The XML scripting grammar supports two types of <form> structures, node and menu. The main difference
between the two types is that within the node type, user input cannot be processed—only actions may be
specified. The format of the node type is as follows:
<form id="form-id" type="node">
<!--audio instruction (optional) -->
<!--action instruction pair (
mandatory
) -->
</form>
Table 3: Default Auto-Attendant Prompts
Prompt ID
Default Audio Message
1
“If you know your party’s extension, you may enter it now.”
2
“Your call has been forwarded.”
3
“Not a valid extension, please try again.”
4
“Goodbye.”
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91
Appendix C: Dial Plan and Auto-Attendant Scripting for Advanced Users
Configuring the Auto-Attendant
IP Telephony System
In the menu type, user input can be processed. It is processed according to the dial plan statement associated
with the menu and defines what action the auto-attendant executes when the user input matches the dial plan.
The format of the menu type is as follows:
<form id="form-id" type="menu">
<!-- dialplan instruction (
mandatory
)-->
<!-- noinput instruction (optional) -->
<!-- nomatch instruction (optional) -->
<!-- match instruction (
mandatory
) -->
</form>
The complete set of XML instructions are described in the following table:
Table 4: Auto-Attendant XML Instructions Set
Instruction
Description
Syntax and Example(s)
dialplan
This determines the dialplan id of the current menu <form>. The
auto-attendant will process the user input according to the dial plan and
then will be dispatched to the match, nomatch, or noinput instruction.
<dialplan src = “dp1”/>
“dp1” matches the AA Dial Plan 1 parameter found on
the
Voice - SIP
screen of the Web-based Utility.
“dp2” matches the AA Dial Plan 2 parameter found on
the
Voice - SIP
screen of the Web-based Utility.
noinput
When specified, the auto-attendant will execute 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 will
play the menu prompt after playing the prompt specified in the
<noinput> audio instruction and ignore the action instruction; otherwise,
the auto-attendant will execute 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 will execute
the specified audio and action instructions. If the repeat attribute is set to
“T”, the auto-attendant will play the menu prompt after playing the no
input prompt and ignore the action instruction; otherwise, the
auto-attendant will execute the action instruction. By default, “repeat” is
“F”.
<nomatch repeat="F">
<!--audio instruction (optional) -->
<!--action instruction (optional) -->
</nomatch>
Page 99 / 127
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Appendix C: Dial Plan and Auto-Attendant Scripting for Advanced Users
Configuring the Auto-Attendant
IP Telephony System
match
Upon a match between the user’s input and the dial plan, the
auto-attendant will transfer 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 will perform the
<default> case.
<match >
<case input= “x”/>
<!--audio instruction (optional) -->
<!--action instruction (optional) -->
</case>
<case input= “#”/>
<!—audio instruction (optional) -->
<!--action instruction (optional) -->
</case>
<default>
<!—audio instruction (optional) -->
<!--action instruction (optional) -->
</default>
</match>
Action
Instructions
goto
The auto-attendant will transfer 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 will select the
last valid <form> as the transfer-to target.
<goto link= “daytime”>
“daytime” is the id of a <form> entry.
Example: <form id=”daytime” type=”menu”>
xfer
The auto-attendant will perform a blind transfer of the caller to the
target, and then it will end 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 will stop, and the call
will be ended.
<exit>
audio
The auto-attendant will play 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 will allow the
caller to interrupt the current prompt by pressing digits if the bargein
attribute is set to “T”. The auto-attendant will ignore any digits from the
caller if the bargein attribute is set to “F” (the default value).
<audio src= “prompt1” bargein= “T”/>
Table 4: Auto-Attendant XML Instructions Set
Instruction
Description
Syntax and Example(s)
Page 100 / 127
93
Appendix C: Dial Plan and Auto-Attendant Scripting for Advanced Users
Configuring the Auto-Attendant
IP Telephony System
Additional Parameters for Customization
Additional parameters are available on the
Voice - SIP
screen of the Web-based Utility and described in the
following table:
Table 5: Additional Auto-Attendant Configuration Parameters
Parameter
Description
Type
AA Dial Plan 1/2
This describes the dial plan rule that the auto-attendant will use in a particular <form>.
Str256
AA Script 1/2/3
There are three parameters for storing auto-attendant scripts. One option is to use these as different
treatments for daytime hours, nighttime hours, and weekends/holidays.
Str1024
Daytime AA
Nighttime AA
Weekend/Holiday AA
Each parameters controls whether the corresponding auto-attendant service will be enabled or
disabled. This parameter can also be manually controlled through the Interactive Voice Response
Menu (code: 79228). Refer to “Chapter 5: Using the Interactive Voice Response Menu.”
Bool
Daytime AA Script
Nighttime AA Script
Weekend/Holiday AA Script
This parameter specifies which script will be used for a particular auto-attendant treatment. The
choices are 1 for the AA script 1 setting, 2 for the AA script 2 setting, and 3 for the AA script 3 setting.
Choice
DayTime Answer Delay
NightTime Answer Delay
Weekend/Holiday Delay
Each auto-attendant service has a corresponding delay setting, which is the number of seconds you
want the auto-attendant to wait before answering. By default, the DayTime Answer Delay setting is
12
seconds (the operator is given 12 seconds to answer the phone). The NightTime and Weekend/
Holiday Answer Delay settings are set to
0
(the auto-attendant will answer immediately).
Number
Weekends/Holidays
This parameter defines the dates of weekends and holidays.
Format:
[wk=n1[,ni];][hd=mm/dd/yyyy|mm/dd/yyyy-mm/dd/yyyy[, mm/dd/yyyy|mm/dd/yyyy-mm/dd/yyyy];]
The abbreviation wk stands for weekend. The value can be any number, 1 to 7, to represent Monday to
Sunday. Up to four weekend days can be defined.
The abbreviation hd stands for holiday. You do not have to include the year (yyyy) if you want the same
date to apply every year.
Example:
wk=6,7;hd=1/1,7/4
In this example, the weekend includes Saturday (6) and Sunday (7), and the holidays are January 1st
and July 4th every year.
Str512

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