The following table lists Information Forwarding benefits:
Function
Benefit
Improved agent efficiency and service to call
Forwarding of original caller service requirements and entered prompted digits speeds service to the caller and saves the agent time.
Improved network-wide call tracking
Forwarding of UCID, In-VDN-Time and collected digits allows tracking as a single call and provides a network-wide view for call statistics.
Improved CTI integration
Forwarding of UCID, In-VDN-Time, and collected digits provides screen pop and database access applications across sites.
Forwarding of original call service requirements (VDN Name or DNIS)
Faster and more efficient agent handling, better service to the caller, and improved CTI integration
Transport of UCID
Improved call tracking as a single call and CTI integration
Collected Digits Transport
Better service to the caller because the caller doesn’t have to repeat input of information, more information for the agent, better and faster call handling, improved call tracking because the collected digits are included with the call record, and improved CTI integration
Forwarding of In-VDN Time
Improved call tracking as a single call and end-to-end time-before-answer statistics
