AT&T DEFINITY 2500 Instruction Manual page 118

CHAPTER 3. OPEBATING FEATURES
Fepeat
Used
to repeat the city-ol-origin
announcement that may
b€ provided to the
agents.
ln the
case
of
Overload Balancing, the queue-of-origin announcement
is
provided
as
the
city-ol-origin announcemenl, and may be repeated by using the Rep€at button. The
caller
does not hear the announcerhent.
Non
ACD
Fffitutes-Agqts
DisplaySelated Featutes: Wren the
agent
is
using
a
voice
terninal
equipped with a
digitat
display, several display features are useful. Normal Mode and lnspect Mode allow the agent
to
view the city-ot-origin
for
ACD calls and calling/called party identification for
non-ACD
calls.
Examples:
Trunk Call
a
.
TRK GRp 1
tO
sales Dept (Name assigned
to member ot extension)
lnternal
Call
a
-
13s5 to
sales Dept
or
a
r
R-
Jones
(name of calling party)
Diated Number
Ltentitic.tlon Seryice (DNIS)
The DNIS identifies the number dialed for an incoming calland can simultaneously bring up a
previously
associated data application on an agent's video terminal. This service can be used
in ACD environments as
follows:
1.
A
single ACD split can be
sei
up
to
have several different numbers routed
to
the
split.
2.
When the incoming call rings the agent's telephone, the number dialed by the outside
caller
is jdentified by sottware monitoring that telephone.
3.
Based
on this
identification,
a
corrcsponding
data
application (specified by
the
customer)
is
simuhaneously
brought up on the agent s video lerminal to enhance the
agent's handling
ot
the call. The dala application displayed will vary depending
on
customer administration that associates
applacations
wrth incoming calls dialed.
No new
switch software is
aequired
to
support this service.
The
DNIS eliminates
the
requirement oJ dedicated ACD splits
for each sedice,
improves
agent utilizalion since the same agent can now handle djfferent calls for various services,
and improves agent efficiency by
repiacing manual intervenlion
with
automaied
number
identification and simultaneous data application entry. The DNIS can also be used in non-
ACD
settings, where the call goes to a specitied extension rather than an ACD group.
3.27