Call Accounting System - Lucent Technologies MERLIN LEGEND Release 7.0 Feature Reference

MERLIN LEGEND Communications System Release 7.0
Feature Reference 555-670-110
I Applications

Call Accounting System

How the Enhanced Service Center Works
When a call comes into the customer service group, the ESC answers the call.
The software searches for the available agent who has been waiting the longest
time and sends the call to that agent. If no agent is available, the call is placed in
queue and an announcement is played.
While a call is in queue, it uses one of the ports on the ESC. Once the call goes to
an available agent, the port is freed.
Multiple announcements can be played. For example, the first announcement
may tell the caller the approximate wait time and then give the caller a variety of
options, including leaving a voice message or transferring to another extension. If
the caller chooses to wait in the queue, subsequent announcements can provide
information, promote products or services, or simply play music.
Release 2.0 of the Enhanced Service Center supports collected digits. The ESC
can prompt the caller to enter an account number or some form of identifying
digits. When the communications system is connected to a LAN server and the
agents have the proper CTI link application in place, account information in the
form of a screen pop can be provided along with the call.
The Enhanced Service Center allows up to four supervisors to monitor the activity
of agents. Supervisors can make real-time changes to agents and queues.
The ESC provides real-time reports on the system's monitor, as well as on-
demand reports that show agent information similar to a Call Management
System report.
Optional wallboards can be connected to the ESC. These wallboards can display
information such as the number of customers in queue, the number of available
agents, and the average wait time for a call.
Call Accounting System
IMPORTANT:
This section is intended solely as an overview of the application. For
comprehensive information about the use of the application, see the
documentation for the product.
A Call Accounting System (CAS) is a software application for businesses that
need to manage telephone usage and control costs by tracking, sorting, and
recovering telephone charges. CAS provides a menu-driven user interface and
online help.
Issue 1
April 1999
I-17