Lucent Technologies 555-235-100 manual Server-Based Solutions

7 Server-Based Solutions

When Sixth Sense detects a particular event, it triggers a script to take a particular action such as opening or closing applications, querying or updating databases, popping screens, generating documents, faxing information, or pre- filling forms. By automating these activities, Sixth Sense saves call center agents a significant amount of time.

•Intuition ™

Intuition is a scaled down version of Sixth Sense that was designed to be a cost- effective software application to provide easier entry into CTI applications for small Call Center customers. Intuition automates the business process by using sophisticated rules-based intelligence. It “listens” for events such as inbound and outbound calls, DDE, hot key and time based events, then applies the Rules you define. For example, the you can define an Intuition Rule that runs a script or opens a spreadsheet when you get a call from a stockbroker.

While Intuition is similar to Sixth Sense, Intuition integrates tightly with SoftPhone Agent v.5 and includes the following new features:

~Script Recorder for creating script by recording user keystrokes

~simulation for telephony events

~auto-attendant support for scriptless call handling

~enhanced User Interface

DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 7-4