Lucent Technologies 555-230-220 manual Data Screen Delivery with Call Prompting

ASAI and Supported Applications

Data Screen Delivery with Call Prompting

The application can also use the ECS-based Call Prompting feature to obtain additional information (for example, account number) from the caller. The entered information can be used to select the appropriate data screen.

A sample scenario for the Data Screen Delivery with Call Prompting application is as follows:

1.The customer administers a vector with a Collect Digits command as part of the Call Prompting feature.

2.The application uses the Event Notification Request capability to monitor all incoming calls to the VDN used to distribute calls to agents or users.

3.When a call enters the monitored VDN, the ECS sends a Call Offered to Domain Event Report containing the digits collected for the call in the previous vector’s Collect Digits vector command. (The digits must be in the collected digits buffer before entering the monitored domain in order to be sent in the Call Offered to Domain Event Report.)

4.The application does a database search on the digits collected and retrieves the caller’s data to fill a data screen based on the service dialed.

5.When the call is delivered to an available agent and/or user, the ECS sends an Alerting and/or Connected Event Report containing the number of the agent or user handling the call. The application then delivers the assembled data screen to the data terminal associated with the agent or user handling the call.

For Release 5 and later, the following feature provides additional functionality:

■Network-provided digits (CINFO): the Collect Digits step, in addition to call prompting digits, can also collect network-provided customer-entered digits (ced) or customer database-provided digits (cdpd). These digits are reported to the adjunct as call prompter data in the Call Offered to Domain Report.

Speech Processing Integration

Speech Processing Integration can be achieved if the application uses a Voice Response Unit (VRU) to interact with the caller. The VRU is an adjunct and calls are delivered to VRU ports for announcements and collection of additional information from the caller. The application communicates with the VRU software and uses the information provided by the caller to prepare the appropriate data screen and/or route the call to the appropriate destination (for example, ACD agent).

A sample scenario for the Speech Processing Integration application is as follows:

1.The customer administers the VRU ports as ACD agents in an ACD split. To the ECS the VRU ports look like ACD agents.

2-8Issue 7 May 1998