Call treatment |
Implement special treatment based on the time of day, the day of the week, and on holidays. For example, routing calls to a different vector when one location is on holiday. |
Customer service center Distributed call centers |
Automatically change treatment according to either how long the call has been waiting or in response to the changing traffic or staffing conditions. |
Automated attendant Data in voice answer and data message collection Distributed call centers Help desk |
Provide multiple or recurring information, or delay announcements that are selected according to the time of day or day of the week, call volume, or staffing conditions. |
Customer service center |
Set up and test special call treatments for events such as sales, advertising campaigns, holidays, snow days. |
Holiday Vectoring example |
Provide the caller with a menu of choices. |
Data in voice answer and data message collection Help desk |
Queue calls to up to three splits simultaneously to improve the ASA and agent productivity. |
Customer service center Distributed call centers |
Implement routing to local or distant destinations. |
Customer service center Data in voice answer and data message collection Distributed call centers Help desk |
Connect callers to a voice mail or messaging system either automatically or per caller request. |
Data in voice answer and data message collection |
Call routing |
Reduce call transfers by accurately routing callers to the desired destination. |
Data in voice answer and data message collection |
Provide up to four ACD queuing priority levels and the ability to change the queuing priority dynamically, thereby, providing faster service for selected callers. |
Customer service center Data in voice answer and data message collection Distributed call centers |
Reduce agent or attendant staffing requirements by: (1) automating some tasks, (2) reducing caller hold time, and (3) having agents in one split provide service multiple call types. |
Data in voice answer and data message collection |
Information collection |
Provide customized or personalized call treatment using information collection and messaging. |
Automated attendant Data in voice answer and data message collection Help desk |
Collect information for use by an adjunct or by agent display. |
Help desk |
Collect caller-entered or customer database-provided CINFO digits from the network. |
CINFO vector example |
Provide an agent variable that maintains the Last EAS Agent to drop off the call throughout the life cycle of the call. The agent variable can be passed in the UUI to Experience Portal or other SIP-connected adjuncts, which you can then tailor to include in your scripts or store the agent identifier with call survey data. |
Example application using a vector variable in other commands Example application using a vector variable in the converse-on command |
