BusinessPhone Communication Platform 6.0
Facilities

## CTI GROUPS

COMPUTER TELEPHONY INTEGRATION FOR AUTOMATED ATTENDANT

## Definition

Since ASB 150 02 R11 the feature “CTI for AA” has been renamed to CTI Groups and expanded in the number of available CTI Groups from 8 to 16.

Within CTI Groups the caller will be instructed by an AA to identify himself at the entry of the telephony system using an identification code. An identification code can be one of the following:

- PIN/ID-code
- ANI (A-Number Identification)
- DNI (Dialled Number Identification)

External applications, based on PIN/ID-code, DNI or ANI, determine where the call is rerouted to, respectively to find the most suitable directory number to answer the call.

## Use

CTI Groups are another flexible and intelligent way of handling the internal and external calls. The CTI Groups act as a holding tank for incoming calls.

During the time that telephony server searches for the most suitable destination to transfer the call, the call itself is parked and connected to a silence-channel or to Music On Hold (depending on how it has been programmed). The called party on the other side can be provided, from the external applications, with additional information on the caller (based on his PIN/ID-code, ANI, DNI), information which can be displayed on the called extension’s PC-screen.

It is also possible to deflect calls to an IVR system while maintaining its queue position, or playing - based on CLI or customer PIN/ID-code prerecorded messages to each call in the queue.

## Operation

The incoming call will be connected first to the Automated Attendant. After a short period of time a greeting announcement will be played to the caller. This is followed by the instruction announcement that explains to the caller how to proceed when entering the ID-code. The short time period before playing the greeting announcement is needed to give the experienced caller the possibility to enter the ID-code without hearing the voice prompts.

### Receiving a call to the facility

The CTI Group analyses the received key codes entered by the caller. The ID-code must be a string with a maximum of 16 digits, followed at the end by a #. The exchange checks only the length of the ID-code. The validity of the ID-code is checked by the application running on the external computer. If more than 16 digits have been entered, an error announcement will be played to the caller and he/she can try once more to enter the ID-code.

If the caller fails again, he/she will be immediately connected to a preprogrammed exit position.

AA-option of the CTI Groups feature supervises also the response time of the caller. If the caller overflows the register time-out interval for the first time during the dialling process he/she will receive the complete voice prompts again and has the possibility to try once again from the beginning.

After the second time-out the caller will be routed to a preprogrammed exit position (e.g. operator).

### Waiting for a reroute position from external applications

Receiving a correct ID-code, the facility parks the call and connects it to a silence channel or to “Music on hold” (depends on how it has been programmed). When the caller is parked, the VMU-channel (used by AA) and the register used for receiving DTMF signals are released. At the same time the ID-code of the caller and (in case of ISDN) the calling line identification are sent to the external applications.

External applications start searching in a database to find the most suitable directory number for transferring the call. When such a number is found, the exchange transfers the call to this destination.

When the caller presses only # without leading digits, the CTI Groups feature recognises this entry as a correct ID-code. The external computer starts a normal procedure for finding the best reroute destination that corresponds to this ID-code. After finding it, the caller will be connected to the reroute position.

By pressing only * the caller will be connected immediately to the exit position.

Note

1. If the CTI-link is not active, the call will be connected to the preprogrammed exit position for the corresponding CTI Group.

2. The technician that has to configure the external application must be aware of the fact that the answering destination (selected by external application) must not be an Automated Attendant directory number.

### AA-structure in “CTI Groups” facility

The AA used within “CTI Groups” is an one level AA. This AA consists on 3 voice announcements:

- greeting announcement
- instruction announcement
- error announcement

The Selection List of this AA is:

Command | Comments | Value
8730 |  |
| Greeting anno. reference |
8731 |  |
| Instructions anno. reference |
8732 |  |
| Error anno. reference |
8733 |  |
| Exit position dir.no |

Up to 24 voice references are available for this feature. It is possible to create up to 8 one-level AAs using different voice references for each or up to 16 one-level AAs sharing some voice references (e.g. Error anouncment, ...). Each AA is supported with a greeting, an instructing and an error announcement; each with its own directory number.

Note

Only one AA (with one-level) at a time can be used within a CTI Grous . See commands 8730-8733.

## Capacity

In the feature “CTI Groups” up to 24 voice announcements can be used. These voice announcements can be grouped in 8 AAs, or – if some voice announcements are shared – 16 different AAs are possible.

## Limitations

See under Limitations in the “Automated Attendant” Facility Description.

## Programming

The programming procedure starts with creating the AA for “CTI Groups”. This option is accessible only via BMS.

5428 |  | Create CTI Group

Via this command it is possible to specify the directory number of AA (imply: voice menus) you are going to need in your specific application. It is possible to create up to 16 different AA for this facility.

5528 |  | Delete CTI Group

Via this command you can delete an AA.

5628 |  | Alter CTI Group

This command allows you to change/edit the directory numbers of AA-s.

It is also possible to change/edit the information in the “name”- field. The information here can consist up to 35 characters.

8730 |  | Greeting announcement reference

In this command you must specify the reference number of the greeting announcement in the CTI Groups facility.

Enter the directory number of the desired AA first (there are max. 16 one-level AAs; only one of them must be selected). Then enter the reference number of the Automated Attendant’s greeting announcement.

Press “Enter” to go to the next command of the current selections list.

8731 |  | Instructions announcement reference

In this command you must specify the reference number of the “Instruction announcement” for CTI Groups facility.

Enter the directory number of the desired AA first. Then enter the reference number of the Automated Attendant’s instruction announcement.

Press Enter to go to the next command of the current selections list.

8732 |  | Error announcement reference

In this command you must specify the reference number of the “Error announcement” for CTI Groups facility.

First enter the directory number of the desired AA. Then enter the reference number of the Automated Attendant’s error announcement.

Press Enter to go to next command of the current selections list.

8733 |  | Default exit position

In this command you must specify the default exit position in case of errors (time-out or wrong entries) for CTI Groups facility.

First select the directory number of the desired AA. Then enter the extension’s directory number of the exit position.

If no exit position has been specified, the external incoming calls will be rerouted to the reroute position of the corresponding trunk.

8734 |  | Use AA in combination with ACD group

This command will be used when the facility "CTI Groups" shall be used as a call filter in front of an ACD group.

The command states whether the facility "CTI Groups" is used in combination with an ACD group or not. The parameter is the directory number of an ACD group. If there shall be no association with an ACD group, the field is left blank.

If a valid directory number of an ACD group is entered, the Automated Attendant will send MS-reports to a connected MS-application upon rerouting an ACD call by CTI.

4603 |  | Record announcements allowed?

It is possible to determine whether or not a certain VMU board may be used for voice announcements.

Default value: Voice announcement cannot be stored on board.

4426 |  | CTI-AA prompts 1-24

(accessible only via telephone set)

Via this command you can record/play/erase voice menus/announcements for the CTI Groups facility.

The capacity of 24 voice announcements in this command remains for 8 one-level possible AA (each with 3 voice announcements) needed by the user. If voice announcments can be shared within the CTI Groups 16 one-level AA are possible.

## Equipment

### Licensing

In order to have access to the CTI Groups 9 to 16 in systems with software Release 11 or higher, the proper licensing concept has to be used, see Facility Description – General (155 34-ASB 150 02 Uen), chapter ASB150 02 Licensing

If no licensing is used only 8 CTI Groups are supported.

Please also refer to the chapter equipment in the Facility descriptions “Automated Attendant” (114/155 34-ASB 150 02 Uen) and
“Computer Telephony Integration” (152/155 34-ASB 150 02 Uen).

Revision: D © Ericsson Enterprise 2004