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Call Center Solutions
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3-8 Issue 5 January 1998
Look-Ahead Interflow is available on private network ISDN-PRI or Software
Defined Network connections.
Call Prompting
Call Prompting, an integrated subset of Call Vectoring, may be used in various
applications to enhance call handling based on information collected from the
calling party. Call Prompting uses Call Vector commands to route calls based on
the information collected. It allows you to solicit and provide information to
incoming callers who are in queue without causing them to lose their place in
queue. Four applications are described below.
■ Automated attendant — Allows the calling party to enter the number of
any extension on the system. The call is then routed to the extension. This
allows you to reduce cost by reducing the need for live attendants.
■ DIVA (data in/voice answer) — Allows the calling party to hear selected
announcements based on the digits that he or she enters. This may be
used for applications such as an audio bulletin board.
■ Data collection — Allows the calling party to enter data that can then be
used by a host computer application to assist in call handling. For exam-
ple, this data may be the calling party’s account number, which could be
used to support an inquiry/response application.
■ Call center messaging — Gives the calling party the option of leaving a
message or waiting in queue for an agent. This may be used for an on-line
order entry system or to further automate an incoming-call center opera-
tion.
Expert Agent Selection
Expert Agent Selection provides a method for your call center managers to
match the needs of your callers to the skills/talents of your agents, ensuring the
best possible service to the caller. Expert Agent Selection allows certain skill
types to be assigned to a call type or Vector Directory Number. Routing incoming
calls through a Vector Directory Number then allows the system administrator to
direct calls to agents who have the particular agent skills required to fulfil the
caller’s needs successfully.
Caller needs can be identified by several methods. For example, information may
be passed from the network in Dialed-Number Identification Service digits or
Integrated System Digital Network messages, by call prompting digits or digits
entered at a Voice Response Unit, or by using CallVisor Adjunct Switch Applica-
tions Interface to access a host database. Expert Agent Selection then uses
each of the following capabilities to fulfill the caller’s needs.