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ASAI and Supported Applications
Issue 7 May 1998
2-11
■ Call Prompting is collected from the caller using the Call Prompting ECS
feature. Digits collected through Call Prompting (for example, sales, parts,
service, etc.) may be used to select an appropriate route for the call.
■ Network-Provided Information (CINFO or Caller Information)
is collected from the caller by the network before the call arrives at
DEFINITY ECS. These digits may represent customer-entered or
database-provided digits. The network inserts this type of information when
routing the call to another ECS. DEFINITY ECS extracts the CINFO and
passes it to ASAI as collected digits. These digits may be used in an
appropriate manner to route a call.
■ ASAI-Requested Digit Collection allows an ASAI application to request
that the ECS collect additional information from the caller. This is done
through a flag in the Route Select message. The ECS uses a DTMF tone
detector to detect user-entered digits. These digits are handled like
dial-ahead digits and are collected while the call is out of vector processing.
This digit detection feature can be used with adjunct routing to detect any
input from the caller while the call is being routed (for example, if the far
end is busy, the caller may want to enter a digit indicating a new call should
be placed without the need to hang up and redial).
■ VDN is provided with the Route Request, and can be used (in conjunction
with the above information, or by itself) to route the call to the proper
destination.
Logging for Call Back
The Logging for Call Back application uses CPN/BN or calling party number and
any digits collected via the Call Prompting Feature to record the caller’s phone
number and allow the caller, who otherwise might wait in queue for an extended
period, to disconnect from the call. The application will then call the disconnected
caller when agents are available to handle the call.
A sample scenario for the Logging for Call Back application is as follows:
1. The application uses the Event Notification Request capability to monitor
all incoming calls to an ACD split or VDN.
2. During periods of high call activity with many queued calls, the caller
receives an announcement with the following options: to leave a phone
number where the caller can be reached, to drop from the call (if the
CPN/BN received is recognized), or to wait in queue.
3. After the caller provides the phone number, the ECS sends the call
information (for example, CPN/BN, DNIS, collected digits) to the
application in a Call Offered to Domain Event Report or a Route capability
and disconnects the call.
4. When agents are available, the application uses the Outbound Telephone
Support application (for example, Predictive Dialing) to return calls to the
disconnected callers.