AutoAttendant Prompt for Core

Note This feature requires an additional prompt. Extra license may be required. Please contact your Sales Contact to verify.

Functional Information

When a customer calls to the UCCUCC stands for Unified Contact Center and consists of a queue that can be handled by Agents Each Contact Center has its own settings, interactive voice response questions and Agent with specific skills. Agents can be member of, or sign up to, one or more Contact Centers. in which the AutoAttendant is configured, the customer is asked to type in the name of the contact that he/she is trying to reach. This can be either the first name or the last name. The input will come from a telephone keypad and therefore the T9 translation rules will apply.

If a customer is looking for John Doe, the following should be typed in 5646 = John or 363 = Doe

 

No results found

If there are no results found, the system asks the customer if he/she would like to type in a new name, or would like to be forwarded to an alternative telephone number / SIPThe Session Initiation Protocol (SIP) is a protocol to make multimedia communication (audio, video and other data communication) possible and it is also used for Voice over IP (VoIP). SIP has similarities with other Internet protocols such as HTTP and SMTP. address (e.g. a reception UCC), so a receptionist can help the customer finding the right person.

 

1 result found

When there is only 1 result, the system asks to confirm if the customer is calling for “John Doe from Department X”. If this is the case, the customer will be forwarded to this contact. If not, the system asks the customer if he/she would like to type in a new name, or would like to be forwarded to an alternative telephone number / SIP address (e.g. a reception UCC), so a receptionist can help the customer to find the right person.

 

Multiple results found

If there are multiple results found, the system will ask for confirmation 1 result after another (the results are sorted on alphabetical order). If the customer does not confirm he/she is calling for the first contact, the second contact will be offered to the customer.

  1. Are you calling for John Doe from Department X press 1 for yes, press 2 for no.
    Customer presses 2;
  2. Are you calling for John Doe from Department Y press 1 for yes, press 2 for no

If the customer does not confirm any of the results, the system asks if he/she would like to type in a new name, or would like to be forwarded to an alternative telephone number/SIP address (e.g. a reception UCC), so a receptionist can help the customer to find the right person.

 

Too much results found

In case more than X results are found (X can be configured; if this option is not required it can be set to a high number 999 for example), the system asks the customer to fill in a department (e.g. sales).

Again, the same rules apply after the department name is filled in.

The number of variables for a contact within your organization are by default:

  • First name
  • Last name
  • Department name
  • SIP address/telephone number to which the customer should be forwarded

Additionally, other parameters can be defined. After both the name and the department is filled in and there are still more than X results, additional variables can be used to fine tune the results.

The following flowchart shows how the AutoAttendant will work.