ASAI and Supported Applications
4.The ECS provides the adjunct application(s) with event reports for call activity within the ACD split. The application, in turn, might display information from the calling list to an agent when the ECS ACD software connects an outbound call to an agent.
5.The cycle continues.
6.For G3V3 and later, the Answering Machine Detection feature may be used in conjunction with this type of dialing to receive Connected Event Reports on any type of trunk.
7.Starting with Release 5, Call Classification after Answer Supervision can be enabled, thereby allowing the ECS to classify a call as answered without a call classifier being attached. If Answering Machine Detection (AMD) is desired while this feature is enabled, a call classifier can be connected to the call after answer supervision is received. The call classifier can then detect whether the answering party is an answering machine.
Inbound Call Management
Inbound Call Management provides inbound telemarketing centers with the ability to increase ACD agent efficiency and tracking by enabling ICM applications to:
■Monitor (receive ASAI Event Reports) all calls delivered to Vector Directory Numbers (VDNs) and ACD splits and calls originated by ACD agents or users
■Route calls to specific ACD/hunt groups, VDNs, or ACD agents based on incoming call information [for example, Calling Party Number/Billing
Number (CPN/BN),
■Prepare and deliver, together with the voice call, the appropriate data screen to the selected agent or user
■Duplicate and transfer the caller’s data screen when an ACD agent or user conferences or transfers the voice call to another destination (for example, ACD supervisor, or expert agent)
■Provide ACD agent functions (for example, login, logout, or work mode change) from a data terminal
■Set the billing rate for calls to a
1.DNIS can be used by the ICM application to identify the type of service or product the caller is calling about. This allows a single agent to handle multiple services or products without asking the caller for the service requested. For example, a single agent could handle questions about Product A and Product B by assigning each product a different telephone number. When a call is delivered to the agent, the application, based on the DNIS received, displays the appropriate product information that allows the agent to service the caller for his or her specific need.
Issue 7 May 1998
