Technically speaking, the Virtual Receptionist is a tree-structured application composed of states (menus), events (options) and transitions (actions). In each state, the caller is given information and options to choose from. After each option selection by the caller, the call is transferred (transitions) to its next state which can be dialing the user's extension or mobile phone number, offering another menu of options, starting an application, etc. Part of the options include saying the name of the person or service to reach, or saying a keyword such as Help or Sales. Here are some technical aspects of the Virtual Receptionist service:
- Menus: The Virtual Receptionist is made of one or many menus. There is at least one menu (the root) for each service. Each menu has its own options and audio prompts.
- Options: Menu options are choices offered to the caller. An option is a speech or DTMF command entered by the user that triggers the execution of an action.
- Actions: Each user command results in the execution of an action to transfer the call to one of the following destinations:
- User: transfer the call to a User
- Phone: transfer the call to a Phone number
- Service: transfer the call to an application Service
- Menu: transfer the call to another Menu
- Directory of Users : Each menu can be configured to automatically load the list of users (company members or employees) and enable callers to dial them by name. For each menu, the directory can be made of the full list of users or only those who belong to a specific group.
- Audio Prompts: Custom audio prompts can be recorded and imported into the Evatel system for use in the Virtual Receptionist service. Each menu option can have its own prompts.