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CallVisor Adjunct Switch Application Interface
Issue 5 January 1998
3-11555-230-024
These capabilities are provided by the converse command, which is an
enhancement to basic call vectoring. The integration of Voice Response Units
with vector processing provides the following advantages:
■ Access to local and host databases
■ Validation of caller information
■ Text to speech capabilities
■ Speech recognition
■ Increased recorded announcement capacity
■ Audiotext applications
■ Interactive Voice Response applications
■ Transaction processing applications
One of the advantages of Voice Response Integration is that it allows your callers
to make more productive use of queuing time. For example, while a call is waiting
in queue, the caller can listen to product information by completing an interactive
voice response transaction. In some cases, it may even be possible to resolve
the customer’s questions while the call is in queue. This can help reduce the
workload of agents during peak intervals.
If your caller was previously queued to an ACD hunt group, position in queue will
be maintained during the execution of a CONVERSANT script. If an agent on the
DEFINITY system becomes available to service the call, the line to the CONVER-
SANT Voice Information System is immediately dropped, and the calling party is
connected to the available agent.
CallVisor Adjunct Switch
Application Interface
CallVisor Adjunct Switch Application Interface (ASAI) enhances ACD by provid-
ing improved call automation. This improves agent efficiency and tracking.
Data-screen delivery can be automated. The system provides an interface
between the DEFINITY ECS and host computer applications. This two-way link
lets the host system determine who should get incoming calls and control the
routing of calls.
Home Agent/DEFINITY Extender
Two products, Home Agent and DEFINITY Extender, allow your agents to work
from home. With DEFINITY Extender, agents can use display consoles from
home and work exactly as they would in an office. Home Agent offers a similar
solution that enhances the capabilites of analog telephones. See Chapter 7,
"Telecommuting Solutions", for more information.