Instruction manual

DEFINITY® Business Communications System and GuestWorks® Issue 6
Overview
555-231-208
Issue 1
April 2000
Hunt Group Solutions
12-7Call Prompting
12
Information Announcements
for the Calling Party
The human intervention needed to distribute common messages can be
minimized with information announcements. People with a common interest can
be instructed to call a specific number (a Vector Directory Number) that connects
to a specific announcement vector, which routes callers to a voice messaging
system or to an integrated announcement circuit pack in the system.
Call Prompting
Call Prompting, an integrated subset of Call Vectoring, may be used in various
applications to enhance call handling based on information collected from the
calling party. Call Prompting uses Call Vectoring commands to route calls based
on the information collected. It allows you to solicit and provide information to
incoming callers who are in queue without causing them to lose their place in
queue. The following describes four applications for Call Prompting:
■ Automated attendant — Allows the calling party to enter the number of any
extension on the system. The call is then routed to the extension. This
allows you to reduce cost by reducing the need for live attendants.
■ DIVA (data in/voice answer) — Allows the calling party to hear selected
announcements based on the digits that he or she enters. This may be
used for applications such as an audio bulletin board.
■ Data collection — Allows the calling party to enter data that can then be
used by a host computer application to assist in call handling. For example,
this data may be the calling party’s account number, which could be used
to support an inquiry/response application.
■ Split messaging — Gives the calling party the option of leaving a message
or waiting in queue for an agent. This may be used for an on-line order
entry system or to further automate an incoming-split operation.
Basic Call Management System
The Basic Call Management System (BCMS), an integrated, internal capability, is
a cost-effective solution that a small business can use to monitor the effectiveness
of its call receipt groups. BCMS helps you fine tune your operation by providing
reports with the data necessary to measure the performance of your agents.
BCMS is ideal for companies that need call management features but do not
require the same capacities available with the larger DEFINITY ECS Call Center
applications. BCMS collects up to seven days of call data.
The switch supports a maximum of 150 logged-in ACD agents. Of those 150
agents, a maximum of 25 agents can be measured by BCMS. However, measure-
ments are collected on a per-hunt-group basis, not a per-agent basis, and up to
five hunt groups can be designated for measurement by BCMS. This means that
whether you designate one hunt group or five hunt groups as being inter-