4-2 The thru-dial service
Overview
Standard 1.0 Voice Services Application Guide January 1998
Overview
Introduction
A thru-dial service performs basic call handling. Thru-dial
services allow callers to direct their own calls. Their primary
function is to prompt a caller for an extension number and then
place the call to that number. Alternatively, you can create a
thru-dial service that prompts a caller for a person’s name, in
which case the caller spells out the name using the telephone
keypad.
You can also give the caller the option to enter either an
extension number or a name. This is useful because it allows
callers who may know a person’s name but not their extension
to get through to the person using the thru-dial service. If a
caller is only allowed to enter an extension and does not know
it, the caller will have to press 0 to access the revert DN which
may be a live attendant.
Why use the thru-dial
feature?
A thru-dial service can reduce the need for live attendants, or it
can be used to back up live attendants at peak times. Thru-dial
services are often created as part of an automated attendant. The
most basic of automated attendants is a thru-dial service which
prompts callers for the information to direct the call.
A second significant benefit of thru-dial services is that they can
extend the hours for business communication beyond typical
business hours because they permit callers to reach the phones
and voice mailboxes of employees 24 hours a day.
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