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ACD contact center features
Detailed description
Applications
The following are some typical ICM applications:
The system passes calling party/billing number (CPN/BN) information and the call is
routed to an adjunct application for screen pop and supervisory transfers, with screen
duplication.
The system sends to the adjunct application both caller and prompter information about
all incoming calls to a particular number. According to caller information in a database,
the application directs the communication server to route the call. For example, the call
could be routed to a preferred agent, to best customer treatment, or to accounts
receivable.
The system uses Call Prompting to obtain a customer account number and then passes
this information to the adjunct for call routing or screen pop.
The system connects the caller to a voice response unit (VRU), along with caller
CPN/BN and DNIS information.The caller then interacts with the VRU to direct how the
call is handled. The system can verify a caller's identity and provide access to database
information such as claims status or account balance.
With Direct Agent Calling, an adjunct application can transfer a call to a specific ACD
agent and have the call treated as an ACD call and tracked on Call Management
System (CMS).
An adjunct application can attach information used by another application to an ICM call
using User-to-User Information fields. The adjunct transfers the call, along with the
application-specific information, over primary rate interface (PRI) trunk to a CallVisor
ASAI application at another communication server. For example, an application at one
communication server can determine a caller's account or claim number and pass this
information to a special list on another communication server, where an application will
transfer the call.
See the Avaya MultiVantage CallVisor ASAI Technical Reference, 555-230-220, for
additional application scenarios.
Agent data screen delivery applications
You can use the Conversant voice system to deliver appropriate display data about callers
to agents. You can pass information such as CPN/BN, DNIS, and Look-Ahead Interflow
information, digits collected from Call Prompting, and which agent is selected to a
Conversant voice system. Conversant delivers the appropriate data screen to the agent
who takes the voice call. Conversant can transfer or duplicate data screens for transferred
or conferenced calls.
158 Communication Manager Guide to ACD Call Centers
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