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DEFINITY Enterprise Communications Server Release 8.2
Overview
555-233-002
Issue 1
April 2000
Call Center Features
99
Automatic Call Distribution (ACD)
Call Prompting
Allows the system to collect information from the calling party and direct the calls via Call
Vectoring. The caller is verbally prompted by the system and enters information in
response to the prompts. This information is then used to redirect the call or handle the
call in some other way (taking a message, for example). This feature is mostly used to
enhance the efficient handling of calls in the Automatic Call Distribution application.
Four applications are described below.
■ Automated attendant — Allows the calling party to enter the number of any
extension on the system. The call is then routed to the extension. This allows you
to reduce cost by reducing the need for live attendants.
■ DIVA (data in/voice answer) — Allows the calling party to hear selected
announcements based on the digits that he or she enters. This may be used for
applications such as an audio bulletin board.
■ Data collection — Allows the calling party to enter data that can then be used by a
host computer application to assist in call handling. For example, this data may be
the calling party’s account number, which could be used to support an
inquiry/response application.
■ Call Center messaging — Gives the calling party the option of leaving a message
or waiting in queue for an agent. This may be used for an online order entry system
or to further automate an incoming-Call Center operation.
Expert Agent Selection
Enables certain Expert Agent Selection skill types to be assigned to a call type or a
Vector Directory Number. Routing calls via vectoring then allows the system
administration to direct calls to agents who have the particular agent skills required to
complete the customers’ inquiries successfully.
Call Distribution Based on Skill
Calls that require certain agent skills (such as “speaks Spanish” or “knowledgeable about
Product X”) can be matched to an agent who matches the required skill. You can assign
one of up to 999 skill numbers to each need or group of needs. The skills are
administered and associated for each of the following:
■ Vector Directory Numbers
■ Agent Login IDs
■ Callers
233002_1.book Page 99 Monday, February 21, 2000 8:28 AM