Setting the Application Precedence

Setting the Application Precedence

This topic explains how to set the application precedence in Speech Application Deployment Service (SADS). For general information about the SADS, see Administering Speech Application Deployment Service.

The application precedence is managed through the Speech Applications List within SADS, and runs sequentially from top to bottom, with the top-most application deploying first, the next application deploying second, and so on. Setting the proper precedence is important when using a wildcard (*) within a Dialed Number Information Service (DNIS) number on digital systems, or a port number within analog systems. As a rule, applications with specific numbers (such as 800-111-1111) should precede those with general numbers (such as 800-111-11*).

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:

  • App A: Internal customers (employees)

  • App B: External customers (clients)

  • App C: General public (everyone else)

Internal customers call a specific number, 800-111-1111, which deploys Application A, and external customers call 800-111-1112, 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 contains nonsensitive information.

The insurance company handles calls from the general public through multiple numbers — 800-111-1113, 1114, 1115, 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 the SADS can be tedious, the administrator uses a wildcard (*) by entering 800-111-11* in the DNIS numbers list for Application C.

This is where the application precedence becomes important. If 800-111-11* were to have precedence over 800-111-1111, the internal customer (who dialed the 1111 number) would be misrouted to Application C rather than to Application A. For this reason, the administrator should make sure the opposite is true: Application A should be higher in the list, to ensure that the internal customer is properly routed to Application A.

To set or change the application precedence
  1. Open the MMC Administration console. (For instructions, see MMC Administration Overview.)

  2. In the right pane, double-click the server that is running Speech Application Deployment Service. The Speech Application List is displayed.

    Note  The application precedence runs sequentially from top to bottom, with the top-most application deploying first, the next application deploying second, and so on.

  3. In the Speech Application List, select an application, and then use the up and down arrows (which appear to the right of the list) to re-order the application within the list.

  4. Click Apply, and then click OK.

Remarks

The application precedence applies only to enabled applications, as indicated by the Enabled check box. Disabled applications have no bearing on the application precedence.

The DNIS numbers in this topic contain hyphens for clarity (800-111-1111). When setting a DNIS number in SADS, enter the number string without hyphens (8001111111).

A wildcard (*) can be placed at the beginning of a DNIS number as well as at the end. Assume the insurance company in the preceding example allows internal employees the option of dialing a five-digit number to access Application A. The administrator could set the DNIS for Application A to *1-1111, which would handle all calls from 800-111-1111 and from 1-1111.

A wildcard (*) can also be null. For example, *800-111-1111 is equal to 800-111-1111.