CUE AA default to an extension.

Answered Question
Sep 20th, 2008

Hi

I have a customer who gets a lot of calls from the 3rd world from people who only have pulse dial phones. Therefore they want the AA to give the usual menu choices but if it detects no input after a while to default to ringing a specific extension. The last part of teh prompt being "or hold to be connected to an operator".

Is it possible to configure this with AA on CUE and if so can I have a clue please as I have tried looking at aa_simple and aa_transfer etc and can't find such an option.

Thanks

Pat

I have this problem too.
0 votes
Correct Answer by rob.huffman about 8 years 2 months ago

Hi Pat,

The AA Operator

A call must always be handled to logical completion by an automated system such as an AA. During the AA menu flow, various errors can occur, such as timeouts. Another error can occur when the caller is told to press some keys and he or she either does not have a touch-tone phone, chooses not to respond, or is unable to understand the language spoken by the AA prompt. These calls cannot be left hanging. When the error occurs, the call must be redirected to a default treatment, because it cannot proceed through the AA script.

A typical way to handle these types of errors in an AA menu is to transfer such calls to a person (an operator) who can then speak to the caller. This person can be the receptionist or any of the employees in the business. The system AA script has an operator extension parameter. It is recommended that your custom AA scripts include the same functionality. That way, an extension can be filled into this parameter for the person (extension) who acts as the operator for all calls that cannot proceed to completion through the AA.

http://www.cisco.com/en/US/docs/voice_ip_comm/unity_exp/design/CP_CIPExpress/cipce09.html#wp1009561

http://www.cisco.com/en/US/docs/voice_ip_comm/unity_exp/design/CP_CIPExpress/cipce09.html#wp1010455

Hope this helps!

Rob

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Correct Answer
rob.huffman Sat, 09/20/2008 - 08:18

Hi Pat,

The AA Operator

A call must always be handled to logical completion by an automated system such as an AA. During the AA menu flow, various errors can occur, such as timeouts. Another error can occur when the caller is told to press some keys and he or she either does not have a touch-tone phone, chooses not to respond, or is unable to understand the language spoken by the AA prompt. These calls cannot be left hanging. When the error occurs, the call must be redirected to a default treatment, because it cannot proceed through the AA script.

A typical way to handle these types of errors in an AA menu is to transfer such calls to a person (an operator) who can then speak to the caller. This person can be the receptionist or any of the employees in the business. The system AA script has an operator extension parameter. It is recommended that your custom AA scripts include the same functionality. That way, an extension can be filled into this parameter for the person (extension) who acts as the operator for all calls that cannot proceed to completion through the AA.

http://www.cisco.com/en/US/docs/voice_ip_comm/unity_exp/design/CP_CIPExpress/cipce09.html#wp1009561

http://www.cisco.com/en/US/docs/voice_ip_comm/unity_exp/design/CP_CIPExpress/cipce09.html#wp1010455

Hope this helps!

Rob

Patrick Colbeck Tue, 09/23/2008 - 02:52

Thanks Rob

That was what I was looking for. Strangely there isn't an AA operator in either the AA_transfer or AA_SBCS scripts that Cisco provide. Once you had pointed me in the right direction I managed to edit these scripts to ad an AA_Operator variable and make it a appear as an option in the CUE GUI.

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