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DEFINITY Enterprise Communications Server Release 8.2 | Issue 1 | ||
Overview | April 2000 | ||
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Call Center Features |
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Automatic Call Distribution (ACD) | 100 | ||
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This refined skill definition capability allows you to organize call handling based on customer, product, and language, for example.
Add/Remove Skills
Allows an agent using Expert Agent Selection to add or remove skills. A skill is a numeric identifier that refers to an agent’s specific ability. For example, an agent who speaks English and Spanish could be assigned a language
Best Service Routing
Best Service Routing (BSR) distributes the call to the best local or remote split/skill among the resources to be considered, based on Expected Wait Time (EWT) or available agent characteristics.
Queue to Best ISDN Support
Queue to Best information is passed transparently over several public networks and QSIG private networks using the envelopes that are part of the QSIG
Dialed Number Identification Service (DNIS)
Displays, for a called party or answering position, the service or product associated with an incoming call. You administer what the system displays.
User-to-User Information Over the Public
Network
Provides the mechanism to pass information across several key public networks, including information that is originated or destined for one of several applications on
DEFINITY ECS.
Basic Call Management System (BCMS)
The Basic Call Management System helps you fine tune your Call Center operation by providing reports with the data necessary to measure your Call Center agents’ performances.