Call Center Solutions
Call Prompting
Call Prompting, an integrated subset of Call Vectoring, may be used in various applications to enhance call handling based on information collected from the calling party. Call Prompting uses Call Vector commands to route 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 lose 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 then 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 selected 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 that can then be used by a host computer application to assist in call handling. For exam- ple, this data may be the calling party’s account number, which could be used to support an inquiry/response application.
■Call center messaging — Gives the calling party the option of leaving a message or waiting in queue for an agent. This may be used for an
Expert Agent Selection
Expert Agent Selection provides a method for your call center 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 administrator to direct calls to agents who have the particular agent skills required to fulfil the caller’s needs successfully.
Caller needs can be identified by several methods. For example, information may be passed from the network in
