Call Center Deluxe
5-7
Overview
555-233-001— Issue 2— November 2000
5 Call Center
•Service Observing Remote
•Timed After Call Work/Agent Pause Between Calls
•VuStats (including the Service Level and Login IDs enhancements)
Note: 12-Agent Call Center Basic is included with DEFINITY ONE Release
2.0 and later software.
Call Center DeluxeThe Call Center Deluxe package, a DEFINITY ONE feature, enhances the basic
package by including sophisticated Call Center capabilities such as advanced routing,
vectoring, and expected wait-time announcements. The Call Center Deluxe package
includes the capabilities of the basic package, plus the following features:
•Call Work Codes (CWC)
•Call Vectoring
•Call Prompting (Administrable Interdigit Timeout and Administrable Converse
Data-Passing Rate)
•Redirect on No Answer to Vector Directory Number
•Support Network-Provided Digits (Caller Information Forwarding)
•Service Observing on Vector Directory Numbers
•Vector Directory Number-of-Origin Announcement
•Vector Directory Number Return Destination
•Vector Administration (Route-to with/without Coverage and Multiple
Audio/Music Sources)
•Vector-Initiated Service Observing
•Vectoring Advanced Routing
•Automatic Number Identification/Information Indicator (ANI/II) Digits Routing
•ASA Routing
•Best-Service Routing Single Site
•Estimated Wait Time Routing (EWT) Routing
•Vector Directory Number Calls Routing
•Wildcard Matching
Call Center EliteThe Call Center Elite package, a DEFINITY ONE feature, enhances your Call Center
by including all the capabilities of the deluxe package in addition to the following
features:
•Expert Agent Selection
•Reason Codes for Login, Logout, and ACW