Call Center Features
detection precise” is used in countries that, except for the continuous dial tone and discontinuous other tone, have tones with characteristics that do not match those expected by the tone detector board’s detect mode. The “level of tone detection broadband” is used in countries that have a discontinuous dial tone.
World Class Tone Generation
Allows you to define
Call Center Features
DEFINITY ECS offers the following features designed to help you set up and maintain a modern call center.
Abandoned Call Search
Allows a central office that does not provide timely disconnect supervision to identify abandoned calls. An abandoned call is one in which the calling party hangs up before the call is answered. Abandoned Call Search is suitable only for older central offices that do not provide timely disconnect supervision.
Add/Remove Skills
Allows an agent using Expert Agent Selection to add or remove skills. A skill is a numeric identifier that refers to an agent’s specific ability. For example, an agent who speaks English and Spanish could be assigned a language
Agent Call Handling
Allows you to administer functions that Automatic Call Distribution agents use when handling incoming calls. You define specific agent capabilities and can plan capacities based on those capabilities. The same list of agent capabilities are also supported through the CallVisor Adjunct/Switch Applications Interface (ASAI).
Auto-Available Split
Allows members of an ACD split to be in
Issue 5 January 1998 |
