The Attendant application answers inbound calls, plays a prerecorded greeting, and prompts callers to specify the extension or name of a call destination. The SIP Soft Switch connects an incoming call to the Attendant application if one of the following occurs:
•The call meets the start criteria specified in Applications Selector for the Attendant application (the call starts with 5011).
•The caller dials a SIP Soft Switch dial plan number allocated to the Attendant application.
The Attendant application lets callers enter DTMF input to specify the extension or name of the user they want to reach (the Attendant application also accepts voice input if integrated with a third-party ASR application). The SIP Soft Switch interprets the input to determine the call destination, and does one of the following:
•If the SIP Soft Switch finds the user and the user is available, the Attendant application connects the call to the requested user.
•If the SIP Soft Switch finds the user but the user is unavailable, the Attendant application forwards the call to the Answering application, which lets the caller leave a voice message for the user.
•If the SIP Soft Switch does not find the user, the Attendant application transfers the call to a live operator.
Ivanti Voice uses a Name Search Mechanism (NSM) to interpret DTMF input as first and last name combinations, letting callers specify the intended recipient of a call or voice mail by pressing phone keys to type the recipient’s name. This capability is included in the Attendant application. You can specify if any particular user should be included or excluded in the Dial-By-Name in the user configuration.
Ivanti Voice accepts first names, last names, or any combination of the two in any order, as well as initials and incomplete input, and can also accept variants for each user name. For example, a caller could specify a user named John Smith by entering any of the following:
The NSM starts searching for a match when the caller first presses a key. With each key the caller enters, the number of users whose names match the input reduces. The NSM stops searching when one of the following occurs:
•Only one name matches.
•The caller presses the pound key (#).
•The number of potential matches will not change if a new key entered.