Call Center Solutions
555-230-024
3-8 Issue 5 January 1998
Look-Ahead Interflow is available on private network ISDN-PRI or So ftware
Defined Network connections.
Call Prompting
Call Prompting, an integrated subset of Call Vectoring, may be used in various
applications to enhance call handling based on information collected fr om the
calling party. Call Prompting uses Call Vector commands to rou te calls based on
the information collected. It allows you to solicit and provide information to
incoming callers who are in queue without causing them to lo se their place in
queue. Four applications are described below.
■Automated attendant — Allows the calling party to enter the number of
any extension on the system. The call is t hen routed to the extension. This
allows you to reduce cost by reducing the need for live attendants.
■DIVA (data in/voice answer) — Allows the calling party to hear selec ted
announcements based on the digits that he or she enters. This may be
used for applications such as an audio bulletin board.
■Data collection — Allows the calling party to enter data th at can then be
used by a host computer application to assist in call handling. For ex am-
ple, this data may be the calling party’s account number, which cou ld be
used to support an inquiry/response application.
■Call center messaging — Gives the calling party the option of lea ving a
message or waiting in queue for an agent. This may be used for an on-line
order entry system or to further automate an incoming-ca ll center opera-
tion.
Expert Agent Selection
Expert Agent Selection provides a method for your call ce nter managers to
match the needs of your callers to the skills/talents of your agents, ensuring the
best possible service to the caller. Expert Agent Selection allows certain skill
types to be assigned to a call type or Vector Directory Number. Routing incoming
calls through a Vector Directory Number then allows the system admin istrator to
direct calls to agents who have the particular agent skills re quired to fulfil the
caller’s needs successfully.
Caller needs can be identified by several methods. For ex ample, information may
be passed from the network in Dialed-Number Identification Service digits or
Integrated System Digital Network messages, by call prompting digits or digits
entered at a Voice Response Unit, or by using CallVisor Adjunct Switch Applica-
tions Interface to access a host database. Expert Agent Selection then use s
each of the following capabilities to fulfill the caller’s needs.