Administration Guide - Avaya Support

Examples of Caller Applications
Example 1: Alternative “Auto Attendant” Main Menu
This example has been created to illustrate how you can use a caller application as an
alternative to the system Automated Attendant. This caller application is designed to be
the caller’s first contact with the system.
The Scenario
XYZ Company has operations throughout North America, including Mexico and
French-speaking areas of Canada. For this reason, they want their callers to have the
option to continue in either Spanish or French. However, they also want to:
! Allow callers to reach the intended party’s extension at any time by entering
the subscriber’s extension.
! Use a custom prompt before the transfer if a caller chooses to transfer to
the operator.
! Allow callers to reach the Technical Support department, with the call being
automatically directed either to the Help Desk live extension (during
business hours) or to the Tech Support voice mailbox (after business
hours).
! Give callers the option to hear the menu again, using the 9 key.
Since the system Automated Attendant does not perform any of these options, and
since they are not concerned about using the call blocking, call screening, and
intercom paging features, XYZ has decided to disable the system Automated Attendant
and use a custom one instead, in the form of a caller application.
Planning the Application
After discussing their business needs, XYZ Company devised the following caller
application diagram. See Figure B-1 on page B-3.
Avaya Modular Messaging Release 3.1 with the Avaya MSS
B–2 MAS Administration Guide
February 2007