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Call Center Solutions
555-230-024
3-10 Issue 5 January 1998
■
Name
— calls to or from the agent display the name associated with the
agent login ID and not the name associated with the telephone.
■
Coverage
— when the agent is logged out, busy or does not answer, calls
to the login ID go to the coverage path associated with the agent and not
to the coverage path associated with the telephone.
■
Restrictions
— calls to the login ID or from the agent use the restrictions
associated with the agent and not the telephone.
Each console is fully functional even when an agent is not logged in. The restric-
tions, coverage, and name revert to the telephone administration when the agent
logs out.
Direct Agent Calling
Direct Agent Calling allows calls to be placed or transferred to an agent and
have the call treated as an ACD call. Direct Agent calls can be originated by sta-
tions or trunks (with the proper Class of Restriction). If the originator or receiver
does not have the proper Class of Restriction, the call is treated as a normal
non-ACD (personal) call.
Reason Codes
Reason Codes allow agents to specify the reason for going to Auxiliary Work
mode or logging out. Codes can be assigned to any reason: taking a break,
meeting, training, lunch, or handling mail, for example.
Voice Response Integration
Voice Response Integration combines call vectoring capabilities with the capa-
bilities of voice response units, particularly the CONVERSANT Voice Information
System. Voice Response Integration can do the following things:
■ Execute a CONVERSANT script while retaining control of the call in
DEFINITY vector processing
■ Execute a CONVERSANT script while the call remains in the hunt group
queue and retains its position in the queue
■ Pool CONVERSANT ports for multiple application
■ Use CONVERSANT as a flexible external announcement device
■ Pass data between DEFINITY and CONVERSANT
■ Tandem Voice Response Unit data through DEFINITY to an Adjunct Switch
Applications Interface host