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CHAPTER 5 NDA-24282 (E)
Page 254
Revision 1.0
INFOLINK DATA MESSAGES - ACD
I-99A INFOLINK DATA MESSAGES - ACD
GENERAL DESCRIPTION
Infolink Data Messages provides a two-way communications link between the ACD and external computer
equipment. Typical examples of external computer equipment includes but is not limited to:
• Mini and Mainframe Host Computers (IBM, DEC, Honeywell, Borroughs, Hewlett Packard)
• Desktop Workstations (Sun, IBM, Hewlett Packard, DEC)
• Personal Computers (IBM, Compaq, Dell, Gateway, AST, et.al.)
• Interactive Voice Response (IVR) systems (Centigram, Periphonics, InterVoice, Syntellect)
The first three categories are obvious examples of computer equipment but what about the fourth? The Infolink
message set was specifically designed to support features which are best performed by IVR equipment in
addition to several obvious applications which can be done from a host computer. IVRs can provide customized
announcements, collect digits (account numbers, billing reference codes, etc.) from customers and provide voice
menuing, “Press ‘1’ for Sales, ‘2’ for Service or ‘3’ for Billing Inquiry”.
Three message sets have been designed for Infolink. External computers may use as little or as much of the data
from any of the three sets as needed in order to implement their application. Unnecessary messages may be
turned off to reduce transmission bandwidth. Just as there are many words which can be derived using the 26
letters of the alphabet there are also many applications which can be invented using the messages available in
the Infolink message sets. We can guess what some of the obvious applications might be but there is no way to
predict how far developers can go given the information available from Infolink.
Some of the possible applications which Infolink clients could perform include:
• Agent Screen Pop-Up
• Agent Screen Correlation and Screen Transfer
• Outbound Calling Campaigns
• Electronic Call Transfer
• Customized Announcements
• Host Directed Routing - Host Directed Priority Changes
• Customer Callback
• Predictive Dialing Enhancements
• Phone-In-A-Drawer
• Position In Queue Announcements
• Estimated Time To Answer Announcements
• Leave A Message vs. Stay In Queue Options