Providers of telephony services wish to upgrade their offer by providing additional services, and one such service is AutoAttendant.
The SI3000 AutoAttendant service offers the operator the possibility to receive, handle and deliver a call using advanced technologies such as Automatic Speech Recognition (ASR) and intelligent routing.
The call is routed to the desired person, department or service on the basis of the user’s voice dialog just by saying the desired person’s or department’s name.
The user can handle the call using his or her computer’s graphical interface.
Benefits
- A voice-driven dialog (IVR) enables the calling user to contact a particular person or service without knowing the access number.
- The implemented voice-recognition procedures enable the number of the person or service to be dialed when the user speaks the person’s or service’s name. In this way the user can choose any type of telephone terminal, even one without the possibility of DTMF dialing.
- The call is transferred to the appropriate person or service according to preset rules. Every user of the AA service can have more access numbers and a predefined order for dialing the numbers.
Additionally
- A personal directory, which enables the user to list his or her own users and their data;
- The individual setting of transfer rules, which enables the control of receiving calls to his or her various numbers;
- A click-to-dial functionality, which enables the generation of outgoing calls directly from the directory.
Implementation fields
- Receiving an incoming call, welcoming and routing a call on the basis of voice dialing to the desired person;
- Receiving an incoming call, welcoming and routing a call on the basis of voice dialing to the desired department or service;
- Transferring a call to an alternative number, depending on a set of system or individual rules (Call Routing Rules – CRRs);
- Transferring a call to the operator or attendant if the called name is not recognized;
- Generating outgoing calls by click-to-dial from the personal directory;
- Overview of individual calls.
Specifications
The SI3000 AA system’s business logic is based on VoiceXML technology and is implemented in Java, both of which give the system a number of advantages in terms of scalability, flexibility, configurability, as well as performance adaptation or customization options.
The solution is deployed on a standard industrial server or on the Iskratel SI3000 MSCN cost-efficient hardware.
The service is designed as one of the add-on services of the SI3000 Application Server (SI3000 AS) platform. The platform structure gives the operator the possibility to offer several different services at the same time, the use of common resources and data, unique access to management and defined reliability.