Routing. Lets the system request routing information for a call from an application on the computer. The application provides a route or destination for the call on or not on the system. For example, when a call arrives, the system can request a route for the call based on the
ISDN Advice of Charge. Integrates charging information, collected during and after outbound calls, with CTI applications. This information is useful for managing costs. When the cost of each call is visible to the customer service representative, the representative can work to shorten expensive calls.
Value Query. Requests information about the status or value of system objects or parameters. For example, an application can request the time of day, the status of call center agents and groups of agents, or information about the status of particular stations.
Set Value. Allows an application to change the status of system objects such as the message waiting indicator for a particular station.
Request Feature. Working with an application, can start and cancel Call Forwarding or Send All Calls, or log call center agents in and out and change their work modes.
Maintenance. Lets the system and computer send a message to show that the ASAI link is operating.
With CallVisor ASAI capabilities, an inbound call center application can perform a number of productive functions:
■Monitor calls and report on agent/split activity.
■Route calls based on Calling Line Identification and ACD activity such as the number of calls in queue and available agents.
■Prepare, deliver, and transfer the appropriate data screen to the agent along with the voice call; and copy the screen to the supervisor’s terminal in response to an agent’s request for help.
■Capture the telephone number of abandoned calls for later callback.
■Manage agent activity by automatically moving agents among splits based on calling volumes.
CallVisor ASAI also supports preview and predictive dialing in outbound call centers. Predictive Dialing ensures that call center agents only get answered calls. CallVisor ASAI uses DEFINITY hardware to obtain an analysis of call events such as whether a call has been answered or is busy.
CallVisor ASAI has a
