Operation Manual

A31003-S2330-B692-3-7619, August 2003

HiPath Xpressions V3.0 Automated Attendant, User Guide

Introduction

Automated Attendant/Call Processing

1 Introduction

Call processing allows the operator of a call processing application to accept incoming calls au-

tomatically (24 hours a day, 7 days a week) and then forward them to predefined destinations

using Caller Controlled Routing.

Call processing offers callers a user interface which is very easy to use. Callers hear a greeting

in which the options for selection are described. Callers then make their selection by pressing

the relevant button on the telephone. A Call Processing Application (CPA) comprises a combi-

nation

– Call Processing Mailboxes (CPM) of different types (Menu, Listen Only, etc.) and

– Call Transfer Types (call processing mailbox, extension, etc.)

linked by corresponding Call Transfer Triggers (phone key inputs, timeout). The description data

is stored as Call Processing Descriptions (CPD) in the Xpressions database and together with

the necessary announcements forms the actual call processing application.

The CPD is created and updated via the Call Processing Application Assistant (CPAA), a Web-

based interface. Each CPA may have various access points, i.e. it can be started from a number

of different CPMs. In this way, scheduled start points (day and night operation) as well as lan-

guage selection can be realized over different dial-in numbers. The description data is interpret-

ed by the Call Processing Function (CPF) during the runtime (during an incoming call).

Automated Attendant is a concrete example of a call processing application (automated atten-

dant console). Callers can be forwarded to the required destination automatically.

The illustration below shows how the Automated Attendant works: