Conversant; Passageway Direct Connect Solution - AT&T MERLIN LEGEND Release 3.1 System Manager's Manual

Optimizing Your System

CONVERSANT

This voice-response system enables you to run Integrated Voice Response
(IVR) applications. It consists of hardware and software that supports, for
example, automated interactive order-taking. Because it can interface with a
computer, it can facilitate quick and easy transaction processing, data retrieval,
and data entry using a touch-tone telephone.
Using the example of automated phone orders, you can use CONVERSANT to
decrease the need for human order-takers or to handle large call volume without
having callers wait. The caller is prompted to enter appropriate responses by
using the touch-tone keys on the telephone. It enables your customers to have
access to your business and services on a 24-hour, seven-days-per-week
basis.
You can customize several aspects of the system, including: the ways inbound
calls are directed; the ways to handle calls during normal business hours as
opposed to after hours or during holidays; optional seasonal greetings; and
interaction with voice mailboxes.

PassageWay Direct Connect Solution

This collection of software applications provides a Microsoft Windows interface
between a PC and the system through an MLX-28D, MLX-20L, MLX-16DP
telephone.
The applications include:
AT&T Call. A cardfile that enables you to maintain information such as
names, addresses, and telephone numbers. You specify the information
you want to store. You can place a call directly from the PC and keep a
log of all calls that are made.
AT&T Set. A telephone programming application that enables you to
program telephone features for your MLX telephone from your PC. You
can also create and save multiple button programming files for your
telephone, and exchange these files with other AT&T Set users.
Log Viewer. Enables you to view entries that are stored in the
PassageWay call log that contains a record of every call you make using
AT&T Call.
AT&T Connect. Management software that provides the basis for the
other PassageWay applications and the diagnostics features to
troubleshoot them. Auto dialing capabilities using the common modem
command set are also provided.
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Putting the System to Work