Overview of Enterprise Voice Scenarios
This section covers the scenarios applicable to the Response Group Service and Conferencing Attendant. Response Group Service uses speech recognition to provide an interactive user experience to callers and Conferencing Attendant uses DMTF inputs from the user.
Response Group Service Scenarios
The Response Group Service uses different methods to locate an agent to answer the call—these are referred to as routing methods. If no agents are available to answer the call, the call is first queued and then directed to a different destination, such as a voice mail. The transfer to voice mail happens after a configurable time—defined by the queue timeout—has elapsed. While the call is in the queue, music-on-hold can ...
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