Lucent Technologies 555-230-024 manual Direct Agent Announcement, Expert Agent Selection

Features

Transmission Control Protocol/Internet Protocol transport (DEFINITY LAN Gate- way). CallVisor ASAI messages and procedures are based on the ITU-T Q.932 international standard for supplementary services.

Direct Agent Announcement

Direct Agent Announcement (DAA) enhances Direct Agent Calling capabilities for CallVisor Adjunct-Switch Application Interface (ASAI) and Expert Agent Selection (EAS). It plays an announcement to Direct Agent callers waiting in a queue.

Expert Agent Selection

Enables certain Expert Agent Selection skill types to be assigned to a call type or a Vector Directory Number. Routing calls via vectoring then allows the system administration to direct calls to agents who have the particular agent skills required to complete the customers’ inquiries successfully.

Flexible Billing

Allows DEFINITY ECS or an adjunct to communicate with the public network using ISDN PRI messages to change the billing rate for an incoming 900-type call. Rate-change requests to specify a new billing rate can be made anytime after a call is answered and before it disconnects.

Flexible Billing is available in the U.S. for use with AT&T MultiQuest® 900 Vari-A-BillTMService. Flexible billing requires a CallVisor Adjunct-Switch Application Interface and other application software.

Inbound Call Management

Allows you to integrate DEFINITY features with host-application processing and routing, and automate delivery of caller information to agents’ displays. You can create a sophisticated system to handle inbound calls for applications such as telemarketing and claims processing.

In addition, you can automate ACD agent terminal displays and associate them with new and transferred calls, and assist calls to a supervisor. You can display incoming call information such as Calling Party Number, Billing Number, and Dialed Number Identification Service. Or, you can set up the adjunct to retrieve caller information from a database and display it on a particular agent’s screen, based on the service dialed.

A-36Issue 5 January 1998 555-230-024