Lucent Technologies MERLIN LEGEND Release 7.0 Feature Reference page 273

MERLIN LEGEND Communications System Release 7.0
Feature Reference 555-670-110
Features
CTI (Computer Telephony Integration) Link
Collected Digits
As noted in the previous section, another method of using the screen pop
capability is to display a screen based on information entered directly by the caller
rather than based on the caller's telephone number. This requires a voice
messaging system (VMS) or an integrated voice response (IVR) application (such
as the MERLIN LEGEND Enhanced Service Center Release 2) capable of
collecting the caller's input.
When the VMS or IVR application answers a call, it plays a message instructing
the caller to enter additional digits, such as a social security number, zip code, or
customer account number. These additional digits are referred to as collected
digits or prompted digits .
Based on the caller's input, the VMS or IVR application transfers the call to the
MERLIN LEGEND Communications System switch, which then routes the call to
the proper destination. When the call arrives at the monitored extension, the
switch passes the digits to the CTI application, which, in turn, passes these digits
to the customer's existing database. The database searches its records for
information relating to the collected digits, and returns a screen displaying the
data it found.
Refer to the documentation that came with the VMS or IVR application for
instructions on installing and programming the collected digits feature.
If you plan to use an application that uses collected digits, you must program the
following:
In the application that collects the digits, the "transfer to subscribers only"
option must be active, and the extensions must be allowed to transfer calls.
In the voice messaging system, program regular voice mailboxes as
normal cover-answer mailboxes.
Power Dial
Power Dial is an application feature where software on the computer initiates a
voice call on a specified telephone to an inside or outside number. It is generally
used by people who must make a large volume of calls to individuals whose
telephone numbers are stored in a customer or client database. For example,
Power Dial is often used by telemarketers and fundraisers.
Issue 1
April 1999
213