AudioTextApplicationsinUnity.doc

AudioTextApplicationsinUnity.doc - What Is Audio Text.2 The...

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What Is Audio Text? ............................................................................................................ 2 The Basics ............................................................................................................................ 2 Call handlers .................................................................................................................... 3 Profile .......................................................................................................................... 3 Call Transfer ................................................................................................................ 6 Greetings .................................................................................................................... 11 Caller Input ................................................................................................................ 14 Messages .................................................................................................................... 17 Call Handler Flow ...................................................................................................... 18 Transfer Rules ............................................................................................................ 21 Greeting Rules ........................................................................................................... 23 After Greeting Action ................................................................................................ 23 After Message Action ................................................................................................ 24 Subscribers ..................................................................................................................... 24 Interview Handlers ......................................................................................................... 24 Directory Handlers ......................................................................................................... 27 Routing Rules ................................................................................................................ 32 Checking Your Sources .............................................................................................. 33 Understanding Rule Order ......................................................................................... 36 Extension remapping ......................................................................................................... 38 A word about Languages, Prompts and Greetings ............................................................. 39 A Word about the Default Configuration of Unity ............................................................ 41 Scenario Examples ............................................................................................................. 43 Audio Text Manager ...................................................................................................... 43 Basic Audio Text Application ........................................................................................ 44 Transferring To External Numbers ................................................................................ 49 Locking Down Handlers and Subscribers ..................................................................... 50 Error Greetings .......................................................................................................... 50 Restricting Dial Options ............................................................................................ 52 Changing greetings for call handlers over the phone .................................................... 54 Multiple Language Applications .................................................................................... 55 Group Mailboxes ........................................................................................................... 57 Find first available extension (Poor Man’s hunt group) ................................................ 59 Holiday greetings ........................................................................................................... 60 Separate caller input options for day and off hours schedules ...................................... 62 Separate transfer rules for subscribers ........................................................................... 63 Working around forwarding transfer rule over ride ....................................................... 64 Send directly to greeting from the operator console ...................................................... 65 Tenant Services .............................................................................................................. 66 Customizing Unity Prompts .......................................................................................... 69 “Please hold while I transfer your call” ..................................................................... 69 “You may record your message after the tone, stay on the line for more options”...70 Directory Handler name spelling options .................................................................. 71 Call traffic reports .......................................................................................................... 71 Troubleshooting and Damage Control .............................................................................. 72 Damage control .............................................................................................................. 72 1of 79
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Backups ...................................................................................................................... 72 Reconstruct default objects ........................................................................................ 73 Reconstructing the default Routing Rules ................................................................. 75 Reconstructing the default Schedules ........................................................................ 75 Troubleshooting ............................................................................................................. 76 Event log .................................................................................................................... 76 Call Viewer ................................................................................................................ 77 Status Monitor ........................................................................................................... 77 What Is Audio Text? The term “audio text” is one of those things that gets thrown around quite a lot but it’s meaning changes depending on who you’re talking to. As I use it here, audio text encompasses everything you can do with a phone call in Unity other than leaving and retrieving messages. Routing calls to other subscribers, ringing phones, finding subscribers in the directory by name, navigating trees of prerecorded greetings and options all fall into the category of audio text by my definition. I also lump in the more common “auto attendant” capabilities here. This simply means Unity is capable of acting as the primary entry point for callers into a company instead of a human operator having to field all calls or requiring DID integrations only. I consider auto attendant functionality to be a strict subset of the larger audio text definition. Unity has a much more fully featured set of audio text capabilities than many people realize since our documentation and training tend more to the installation, integration and support end of things than to detailed investigation into audio text matters. You can make “trees” of menus and options as deep as you like, optionally allow users to exit those trees, try extensions or “trap” them in the tree till they submit to your wishes. Unity is also capable of providing call screening and call holding capabilities for subscribers, offers “interviewing” capabilities and, with the release of 4.0(1) can also handle any
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