Agent data screen delivery applications

Last Updated : Sep 08, 2012 |

You can use an Interactive Voice Response (IVR) to deliver appropriate display data about callers to agents. You can pass information such as CPN/BN, DNIS, LAI information, digits collected from Call Prompting, and which agent is selected to an IVR system. The IVR delivers the appropriate data screen to the agent who takes the voice call. The IVR system can transfer or duplicate data screens for transferred or conferenced calls.

A simplified configuration for the use of an IVR for agent data screen delivery applications is shown in the following figure.

Note:

An IVR VIS is used as an example - other adjunct processors have similar capabilities but must be verified for a particular application. If the host supports ASAI, the IVR system is not needed.



Simplified ICM configuration for data screen delivery

  1. Telephone

  2. ISDN-PRI

  3. Avaya switch

  4. ASAI

  5. IVR

  6. Host

  7. Agent data terminal

  8. Agent telephone

General processing for this type of application occurs as follows.

  1. An IVR system or host requests notification for events such as call offered, call ended, call connected, call dropped, call transfer, and alerting.

  2. The communication server notifies the IVR system with event reports when the call arrives, when the agent answers, and when the call drops.

  3. The IVR system sends information to the host application so the host application can send a data screen to the data terminal of the agent.

The IVR system can determine when a call drops before being answered and can track abandoned calls or use CPN/BN information for callbacks.