symposium Give IVR

[BikeTours]

I need some clarification on symposium scripts, specifically the Give IVR. I have been looking on-line at some explanations around this question, and frankly now I am confused.

My Give IVR is used in an emergency script which we may use over the holidays or on a snow day.

I have
SECTION Closed_Emergency
GIVE IVR ACD_to_CallPilot WITH TREATMENT Emergency_Prompt
DISCONNECT

We are open 24X7 so I am not in a position to test.

ACD_to_CallPilot is an ACD definition in Symposium that points to an ACD in the switch [#5000]. In Symposium 5000 is associated to Callpilot voice ports. In CallPilot 5000 is defined as Symposium voice services. CallPilot has a mailbox for 9000, which is the help desk number

Emergency_prompt - this goes to an announcement that plays the required emergency prompt. I can listen to the prompt without disturbing anyone so I know this is correct.

This emergency prompt is at the end of a lot of my most active symposium call scripts, specifically those associated with our help desk. Clients dial 9000 to enter the help desk application.

The documentation I have seen has left me confused so I need clarification of which interpretation is correct.

1) The GIVE IVR statement sends me over to CallPilot which then plays the TREATMENT, the prompt. After the prompt is played the DISCONNECT statement ends the call.

2) Some information I have seen suggests that the GIVE IVR gets the call to CallPilot. The treatment [prompt] is played and then because CallPilot now has the call it sends it to voicemail. 9000 was the number that started the process off, it was the originally dialled number, and since CallPilot is still aware of this number - after treatment - the call goes to 9000's voicemail box.

Question #1:
Which interpretation is correct or am I wrong on both?


I suspect #1 is the correct interpretation of the call flow, because I have seen other documentation that suggests you can use GIVE IVR to send a call to voicemail.

My understanding of the Syntax of that process is:

GIVE IVR ACD_to_CallPilot with TREATMENT 9000

The GIVE IVR section gets the call to CallPilot, the Treatment section gets it to that voicemail box in CallPilot.

Question #2:
Am I correct in understanding that this line sends the call to mailbox 9000?

I am wondering if you can do the following to send the call to voicemail and give it the prompt.
GIVE IVR ACD_to_CallPilot with TREATMENT Emergency_Prompt
GIVE IVR ACD_to_CallPilot with TREATMENT 9000

Question #3: Is my syntax correct; can you play a prompt and go to voicemail using the Give IVR statments and the above syntax?

 

[johnpoole]

GIVE IVR INTERRUPTIBLE 8025600 WITH TREATMENT 8025606.. this is my ivr line, treatment 802+ gives the user the option to stay in que of leave a msg, no other command is needed for that caller, if it goes back to que, they get a give music 81.. if they press 1 to leave a msg, the call disconnects post msg with no additional options..

i think the treatment in cp will help determine the post msg treatment.. ie the Done flag post msg in your as will disconnet if that is the defined treatment.. the only reason (i am aware of)for ivr as opposed to an anouncement service sdn would be to keep the call in que with the correct fifo stamp.

john poole
bellsouth business
columbia,sc

 

[johnpoole]

testing is imperative. we keep an acd group in the switchroom for test of this nature.. just a simple acd grouop with one digital and one analog we can test with. a couple of users we can change skill sets on.. your group is simular to a lot i've played with.. it should never be "closed".. but if it does, the msg played is a must. i've played with one that redirects air traffic in case of an airport disaster.. (we tested it off line)


john poole
bellsouth business
columbia,sc

 

[MossEng]

My understanding is that GIVE IVR <CallPilot> sends the call to the number specified by the <Variable>, in John Poole's example this is 8025600, in your script it is ACD_to_Callpilot. If you check your Variable Table, ACD_to_Callpilot should match a number for your CallPilot.
As for TREATMENT Emergency_Prompt, Emergency_Prompt is a variable which should correspond to an entry in the CallPilot SDN Table. Again in John Poole's example, he explicitly defines the TREATMENT 8025606, instead of using a variable. So my advice would be to check your variable table, but as John Poole said 'There no substitute for Testing'.