Connect, Disconnect and Exit

Use

The connect, disconnect and exit elements connect and disconnect phone calls. The connect element is used only with early queuing whereas disconnect and exit elements can be used in various IVRs.

connect

The connect element is required in IVR applications where Early Queuing is selected in IVR Management. With early queuing, the incoming phone calls are not connected, and thus, not charged, before the explicit application connecting takes place. Specific to Sinch Contact Center .

In IVRs that use early queuing, you must do one of the following:

  • Add the connect element, for example after the caller has entered certain DTMF.

  • Transfer the call to an early queuing queue. There the call is connected when the agent answers it.

  • Disconnect the call. The call is also disconnected if it is not connected in 2 minutes.

The connect element can be placed in block, error, filled, nomatch, and timeout parent elements, and it has no child elements.

* = Specific to Sinch Contact Center

Attributes of connect Element

Description

Description*

Enter a description about what this element is planned for, its requirements and limitations. This helps you to track possible errors later on.

disconnect

The disconnect element disconnects the phone call.

It can be placed in block, error, filled, nomatch, and timeout parent elements, and it has no child elements.

Attributes of disconnect Element

Description

Description*

Enter a description about what this element is planned for, its requirements and limitations. This helps you to track possible errors later on.

Cause Code*

By default, if a connected call is disconnected, ISDN code 16 is sent; and if the call has not been connected at all, 17 is sent. To define the value explicitly, choose the value. The following options are available:

  • 16: Normal call clearing. This results to a tone that indicates that the connected call is cleared.

  • 17: Busy. This results to a tone that indicates that the called person is busy.

Added in SP04.

Reporting Result*

Choose the result that is shown in Reporting. The following options are available:

  • Prompt.

  • Busy.

Added in SP04.

exit

The exit element disconnects the call and exits the IVR application. Exception: in opt-in IVR it only exits the IVR withour diconneting the call.

It can be placed in block, error, filled, if, noinput, nomatch, and timeout parent elements, and it has no child elements.

Attributes of exit Element

Description

Description*

Enter a description about what this element is planned for, its requirements and limitations. This helps you to track possible errors later on.

Cause Code*

By default, if a connected call is disconnected, ISDN code 16 is sent; and if the call has not been connected at all, 17 is sent. To define the value explicitly, choose the value. The following options are available:

  • 16: Normal call clearing. This results to a tone that indicates that the connected call is cleared.

  • 17: Busy. This results to a tone that indicates that the called person is busy.

Added in SP04.

Reporting Result*

Choose the result that is shown in Reporting. The following options are available:

  • Prompt.

  • Busy.

Added in SP04.

Example

For using connect element, see the early queuing example Example_IVR_Early_Queuing.xmlin the Examples and Templates folder.