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Contents
Issue 5 January 1998 v 555-230-024
Enhance Guest Services 2-14
Specialized DEFINITY ECS Solutions 2-15
■ Financial Services 2-16
Control Costs 2-16
Tenant Partitioning 2-16
Automate Routine Transactions 2-17
Network Regional and Global Offices 2-17
Q-SIG Global Networking 2-18
Call Center 2-18
Group Video Systems 2-19
Improve Customer Service 2-19
■ Wholesale Distribution 2-20
Provide Convenient Access to Product Information 2-21
Automate or Streamline Ordering Procedures 2-21
Provide Retailer Feedback to Suppliers 2-21
3 Call Center Solutions 3-1
■ Automatic Call Distribution (ACD) 3-2
■ Call Vectoring 3-5
Vector Directory Numbers and Vectors 3-6
Applications 3-6
Special Treatment for Selected Callers 3-6
Night Treatment 3-6
Off-loading of Periodic Excess Calls 3-7
Information Announcements
for the Calling Party 3-7
■ Look-Ahead Interflow 3-7
■ Call Prompting 3-8
■ Expert Agent Selection 3-8
Call Distribution Based on Skill 3-9
Logical Agent 3-9
Direct Agent Calling 3-10
Reason Codes 3-10
■ Voice Response Integration 3-10