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ASAI and Supported Applications
Issue 7 May 1998
2-5
4. The ECS provides the adjunct application(s) with event reports for call
activity within the ACD split. The application, in turn, might display
information from the calling list to an agent when the ECS ACD software
connects an outbound call to an agent.
5. The cycle continues.
6. For G3V3
and later, the Answering Machine Detection feature may be used
in conjunction with this type of dialing to receive Connected Event Reports
on any type of trunk.
7. Starting with Release 5, Call Classification after Answer Supervision can
be enabled, thereby allowing the ECS to classify a call as answered
without a call classifier being attached. If Answering Machine Detection
(AMD) is desired while this feature is enabled, a call classifier can be
connected to the call after answer supervision is received. The call
classifier can then detect whether the answering party is an answering
machine.
Inbound Call Management
Inbound Call Management provides inbound telemarketing centers with the ability
to increase ACD agent efficiency and tracking by enabling ICM applications to:
■ Monitor (receive ASAI Event Reports) all calls delivered to Vector Directory
Numbers (VDNs) and ACD splits and calls originated by ACD agents or
users
■ Route calls to specific ACD/hunt groups, VDNs, or ACD agents based on
incoming call information [for example, Calling Party Number/Billing
Number (CPN/BN), II-Digits, UUI and Dialed Number Identification Service
(DNIS)]
1
and ACD call activity (for example, total number of calls queued,
or number of available agents)
■ Prepare and deliver, together with the voice call, the appropriate data
screen to the selected agent or user
■ Duplicate and transfer the caller’s data screen when an ACD agent or user
conferences or transfers the voice call to another destination (for example,
ACD supervisor, or expert agent)
■ Provide ACD agent functions (for example, login, logout, or work mode
change) from a data terminal
■ Set the billing rate for calls to a 900-number with AT&T MultiQuest
Vari-A-Bill
®
service.
1. DNIS can be used by the ICM application to identify the type of service or product the caller is
calling about. This allows a single agent to handle multiple services or products without asking the
caller for the service requested. For example, a single agent could handle questions about Product
A and Product B by assigning each product a different telephone number. When a call is delivered
to the agent, the application, based on the DNIS received, displays the appropriate product
information that allows the agent to service the caller for his or her specific need.