HP EPICCenter Contact Center Software for VCX Solutions Collect callback information --Collect

	w w w . e a s y r u n . c o m
Menu—Provides a menu to the caller.	Release script—Changes the agent’s
The caller receives a voice prompt and	mode to “release.” In most
can make a selection by dialing a digit.	environments, the system identifies the
	agent automatically based on the caller
	ID information. If not, this action should
	be part of a script that uses the Get
	Digits action to collect the agent ID,
	and then uses the release action. This
	allows agents to work without a PC.
Transfer--Transfers a call to a	Resume script--Changes the agent’s
destination the PBX.	mode to normal working mode. In most
	environments, the system identifies the
	agent automatically based on the caller
	ID information. If not, this action should
	be part of a script that uses the Get
	Digits action to collect the agent ID,
	and then uses the release action. This
	allows agents to work without a PC.
Hang-up--Disconnect the call.	Collect callback information--Collect
NOTE: This is a terminating action for	information for callback purposes, such
the call as well as for the script. Any	as a caller’s phone number and the
actions following this one are not	time requested for a return call.
performed.
Get Digits – Allows the collecting	Play callback file--Enables an opening
information from caller using DTMF.	message to be played to a callback
	customer. A separate message may be
	defined if the call is answered by an
	answering machine.

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