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555-230-024
A-36 Issue 5 January 1998
Transmission Control Protocol/Internet Protocol transport (DEFINITY LAN Gate-
way). CallVisor ASAI messages and procedures are based on the ITU-T Q.932
international standard for supplementary services.
Direct Agent Announcement
Direct Agent Announcement (DAA) enhances Direct Agent Calling capabilities
for CallVisor Adjunct-Switch Application Interface (ASAI) and Expert Agent
Selection (EAS). It plays an announcement to Direct Agent callers waiting in a
queue.
Expert Agent Selection
Enables certain Expert Agent Selection skill types to be assigned to a call type or
a Vector Directory Number. Routing calls via vectoring then allows the system
administration to direct calls to agents who have the particular agent skills
required to complete the customers’ inquiries successfully.
Flexible Billing
Allows DEFINITY ECS or an adjunct to communicate with the public network
using ISDN PRI messages to change the billing rate for an incoming 900-type
call. Rate-change requests to specify a new billing rate can be made anytime
after a call is answered and before it disconnects.
Flexible Billing is available in the U.S. for use with AT&T MultiQuest® 900
Vari-A-Bill
TM
Service. Flexible billing requires a CallVisor Adjunct-Switch
Application Interface and other application software.
Inbound Call Management
Allows you to integrate DEFINITY features with host-application processing and
routing, and automate delivery of caller information to agents’ displays. You can
create a sophisticated system to handle inbound calls for applications such as
telemarketing and claims processing.
In addition, you can automate ACD agent terminal displays and associate them
with new and transferred calls, and assist calls to a supervisor. You can display
incoming call information such as Calling Party Number, Billing Number, and
Dialed Number Identification Service. Or, you can set up the adjunct to retrieve
caller information from a database and display it on a particular agent’s screen,
based on the service dialed.