ASAI and Supported Applications
■Call Prompting is collected from the caller using the Call Prompting ECS feature. Digits collected through Call Prompting (for example, sales, parts, service, etc.) may be used to select an appropriate route for the call.
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■VDN is provided with the Route Request, and can be used (in conjunction with the above information, or by itself) to route the call to the proper destination.
Logging for Call Back
The Logging for Call Back application uses CPN/BN or calling party number and any digits collected via the Call Prompting Feature to record the caller’s phone number and allow the caller, who otherwise might wait in queue for an extended period, to disconnect from the call. The application will then call the disconnected caller when agents are available to handle the call.
A sample scenario for the Logging for Call Back application is as follows:
1.The application uses the Event Notification Request capability to monitor all incoming calls to an ACD split or VDN.
2.During periods of high call activity with many queued calls, the caller receives an announcement with the following options: to leave a phone number where the caller can be reached, to drop from the call (if the CPN/BN received is recognized), or to wait in queue.
3.After the caller provides the phone number, the ECS sends the call information (for example, CPN/BN, DNIS, collected digits) to the application in a Call Offered to Domain Event Report or a Route capability and disconnects the call.
4.When agents are available, the application uses the Outbound Telephone Support application (for example, Predictive Dialing) to return calls to the disconnected callers.
Issue 7 May 1998
