Meridian America Link/Customer Controlled Routing manual CCR application

30Chapter 3: Overview of Customer Controlled Routing

CCR application

CCR works with the Automatic Call Distribution (ACD) feature on your Meridian 1 to give you more control over the handling of incoming calls. Each call coming through an ACD queue can be given individualized handling and treatment. CCR provides specialized treatments for different types of calls and, at the same time, pools your ACD resources to best handle your call load.

CCR accomplishes this using a special kind of ACD Directory Number (DN) called a Control DN (CDN), which is assigned to each incoming call. Each CDN defined in Meridian 1 can have a unique series of call-handling instructions applied to it. These instructions are contained in a script, which is maintained using the CCR application.

The script determines how a call will be routed to the appropriate destination and how that call is treated while waiting in an ACD queue. Scripts can be as simple or as sophisticated as your application requires and are not limited to a specific number of steps.

Using a script, you can, for example

¥simultaneously queue a call to as many as eight ACD DNs, also referred to as ACD queues

¥simultaneously assign a call a different priority level for each queue

¥change priority levels, depending on special conditions such as the age of the call

¥define recorded announcements, music, or both, for incoming calls

¥determine how long a customer must wait before some action is taken

An example of CCR call handling

A customer service organization typically receives calls from a number of different types of users. The organization may have different products that they sell and support, and they may also have an elite client list to which they provide special services.

These requirements can be handled using a single script that contains the following types of instructions:

553-3202-210 Standard October 1998