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Call Center Deluxe
5-7
Overview
555-233-001 — Issue 2 — November 2000
5 Call Center
• Service Observing Remote
• Timed After Call Work/Agent Pause Between Calls
• VuStats (including the Service Level and Login IDs enhancements)
Note:
12-Agent Call Center Basic is included with DEFINITY ONE Release
2.0 and later software.
Call Center Deluxe
The Call Center Deluxe package, a DEFINITY ONE feature, enhances the basic
package by including sophisticated Call Center capabilities such as advanced routing,
vectoring, and expected wait-time announcements. The Call Center Deluxe package
includes the capabilities of the basic package, plus the following features:
• Call Work Codes (CWC)
• Call Vectoring
• Call Prompting (Administrable Interdigit Timeout and Administrable Converse
Data-Passing Rate)
• Redirect on No Answer to Vector Directory Number
• Support Network-Provided Digits (Caller Information Forwarding)
• Service Observing on Vector Directory Numbers
• Vector Directory Number-of-Origin Announcement
• Vector Directory Number Return Destination
• Vector Administration (Route-to with/without Coverage and Multiple
Audio/Music Sources)
• Vector-Initiated Service Observing
• Vectoring Advanced Routing
• Automatic Number Identification/Information Indicator (ANI/II) Digits Routing
• ASA Routing
• Best-Service Routing Single Site
• Estimated Wait Time Routing (EWT) Routing
• Vector Directory Number Calls Routing
• Wildcard Matching
Call Center Elite
The Call Center Elite package, a DEFINITY ONE feature, enhances your Call Center
by including all the capabilities of the deluxe package in addition to the following
features:
• Expert Agent Selection
• Reason Codes for Login, Logout, and ACW