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ASAI and Supported Applications
2-8 Issue 7 May 1998
Data Screen Delivery with Call Prompting
The application can also use the ECS-based Call Prompting feature to obtain
additional information (for example, account number) from the caller. The entered
information can be used to select the appropriate data screen.
A sample scenario for the Data Screen Delivery with Call Prompting application is
as follows:
1. The customer administers a vector with a Collect Digits command as part
of the Call Prompting feature.
2. The application uses the Event Notification Request capability to monitor
all incoming calls to the VDN used to distribute calls to agents or users.
3. When a call enters the monitored VDN, the ECS sends a Call Offered to
Domain Event Report containing the digits collected for the call in the
previous vector’s Collect Digits vector command. (The digits must be in the
collected digits buffer before entering the monitored domain in order to be
sent in the Call Offered to Domain Event Report.)
4. The application does a database search on the digits collected and
retrieves the caller’s data to fill a data screen based on the service dialed.
5. When the call is delivered to an available agent and/or user, the ECS
sends an Alerting and/or Connected Event Report containing the number
of the agent or user handling the call. The application then delivers the
assembled data screen to the data terminal associated with the agent or
user handling the call.
For Release 5 and later, the following feature provides additional functionality:
■ Network-provided digits (CINFO): the Collect Digits step, in addition to call
prompting digits, can also collect network-provided customer-entered digits
(ced) or customer database-provided digits (cdpd). These digits are
reported to the adjunct as call prompter data in the Call Offered to Domain
Report.
Speech Processing Integration
Speech Processing Integration can be achieved if the application uses a Voice
Response Unit (VRU) to interact with the caller. The VRU is an adjunct and calls
are delivered to VRU ports for announcements and collection of additional
information from the caller. The application communicates with the VRU software
and uses the information provided by the caller to prepare the appropriate data
screen and/or route the call to the appropriate destination (for example, ACD
agent).
A sample scenario for the Speech Processing Integration application is as follows:
1. The customer administers the VRU ports as ACD agents in an ACD split.
To the ECS the VRU ports look like ACD agents.