Example Caller Application

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Example Caller Application

This section provides an example of using caller applications to customize the S3400 Modular Messaging Software system.

Introduction

This example describes how to set up a telephone support line for a fictional company called Example Corporation. Example Corporation provides software and hardware support to hundreds of customers. The company plans to use caller applications to enhance its existing S3400 Modular Messaging Software installation. The IT manager intends to improve Example’s customer service by automating call handling and routing calls directly to specialists in product information or support.

The following figure shows the structure of the caller application.

The application has a two-level menu structure with options to transfer to extensions, mailboxes, the operator or to disconnect.

Callers are played a greeting and asked to select between product information or technical information. There are options to transfer to the operator, to disconnect from the information line, or to replay the menu.

If callers select 1 or 2, they are played a prompt by one of the second-level menus inviting them to select hardware or software. The options to transfer to the operator, to disconnect from the information line, or to replay the menu are also available at this level.

One second-level menu transfers callers to extension numbers, and the other second-level menu transfers them to mailbox numbers. The operator, disconnect and replay menu options are also available at this point.

How to set up this caller application

These are the topics covered by this scenario:

Setting up the caller application

Recording prompts for the caller application

Creating second-level menus

Setting up Transfer nodes

Creating Disconnect and Transfer to Operator nodes

Creating Goto nodes

Saving the caller application