Third-Party Applications
All of the third-party CTI applications currently supported by DEFINITY ECS are also supported by DEFINITY ProLogix Solutions. The following is a list of some CTI applications that are currently available. Availability of these applications varies by country.
•SmartRoute
SmartRoute is a sophisticated routing system for call center environments. It enables users to define custom sets of rules for real-time call routing by associating scripts with PBX facilities receiving calls. SmartRoute enhances the ability of a call center’s PBX/ACD to make decisions about call routing by enabling customer-oriented decisions. Scripts may be set up to access various sets of customer-specific data via an ODBC interface, enabling users to route callers intelligently to the best-fit agent for the particular situation.
•Sixth Sense
Sixth Sense enables call centers to perform screen-pops and a variety of subsequent call wrap-up functions such as completing forms, updating databases, faxing information, sending E-mail, etc. Sixth Sense is a 32-bit Microsoft Windows application that runs on Windows NT and Windows 95 and waits for certain events to occur, such as:
~telephony events (call ring, answer, or hang up)
~keyboard or mouse events (hotkey)
~Dynamic Data Exchange (DDE) events
~timers
DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 | Issue 2 June 1999 7-3 |
