How to: Set Call Answering Precedence for Speech Server
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Whenever enabled applications on the same computer running Speech Server map to the same called party address (that is, the same phone number), you can configure Speech Server to select the application to handle the call based on a specified order of priority. As a rule, applications with specific numbers should precede applications with wildcard patterns that match the same numbers. The following example illustrates why this rule is important.
Example: Insurance Company
A national insurance company handles a high volume of telephone calls and routes each call to one of three speech applications, based on customer type:
- Application A: Internal customers (employees)
- Application B: External customers (clients)
- Application C: General public (everyone else)
Internal customers call a specific number, 4255550100, which deploys application A, and external customers call 4255550101, which deploys application B. These applications are secure Web programs that require password access and provide sensitive information. It is important that the general public be routed to application C, which requires no password and does not contain sensitive information.
The insurance company handles calls from the general public through multiple numbers (4255550111, 0112, 0113, and so on) with each number assigned to a specific region. This helps the company handle a higher volume of simultaneous calls and track the origin of each call.
Because entering and managing multiple numbers in Speech Server can be time-consuming, the administrator uses a wildcard (*) by entering 42555501* in the Called Party Address box for application C.
The following scenario is where the call answering precedence becomes important. If 42555501* has precedence over 4255550100, the internal customer (who dialed the 0100 number) is misrouted to application C rather than to application A. For this reason, the administrator should make sure the opposite is true: application A is higher in the list to ensure that the internal customer is properly routed to application A. Calls from external customers (to 4255550113, for example) do not match application A or B and are correctly routed to application C.
Setting Call Answering Precedence
To set call answering precedence
Open the Speech Server Administrator console.
For more information, see How to: Start the Speech Server Administrator Console.
In the console tree, expand the applicable group, right-click Applications, point to All Tasks, and then click Set Call Answering Precedence.
In the Server box, select the computer running Speech Server on which the overlapping applications run.
Select the application to reorder, and then click Move Up and Move Down to place the application in the appropriate priority order for receiving calls that overlap with other applications.
Continue until all applications are in the appropriate order, and then click OK.
Note
You can also specify the called party addresses with a Windows Management Instrumentation (WMI) script. For more information, see the Precedence property in Application Class.