Instruction manual

DEFINITY® Business Communications System and GuestWorks® Issue 6
Overview
555-231-208
Issue 1
April 2000
Industry Applications
3-5Financial services
3
allows you to set up an automated attendant that screens calls for your busy
customer service representatives. For example, the attendant may handle
incoming calls by offering the following options to the caller:
■ If you know your parties’ extension, press 1.
■ For business hours, press 2.
■ For interest rates, press 3.
■ To receive a loan application, press 4.
■ To speak to a customer service representative, press 0.
For the calls channeled to your customer service representatives, the system
holds overflow calls in queue for the next available representative. It generates
reports that identify peak calling periods, how much time representatives are
spending on calls, and which lines are being used. This allows you to maintain
high quality customer service while adjusting the size and working hours of your
staff.
Network regional and global offices
If your company has offices scattered throughout different regions or countries, it
is probably important to you that your procedures are the same everywhere. Your
customers probably expect consistent service wherever they go and however they
choose to interact with your firm. Networking the offices together is an obvious
solution, because it also allows the offices to share information. To do this, your
system must be flexible enough to accommodate a variety of requirements and
equipment.
As part of this network, a single voice messaging system can be accessed by
several sites using the Centralized Voice Mail via Mode Code Interface feature.
This allows satellite offices to access common directories and handle messages
as if they were all on the same site.
QSIG global networking
Lucent Technologies has been a leader in providing equipment compatible with
QSIG, a standard for vendor-independent networking. QSIG has been adopted by
the International Standardization Organization, ensuring its acceptance
worldwide. Lucent’s QSIG Global Networking allows you to network different
types of systems throughout the world. If, for example, you have acquired an
office in another country that uses non-Lucent equipment, QSIG Global
Networking allows you to incorporate that equipment into a DEFINITY network.
The systems can work seamlessly together, through shared features, flexible
numbering plans, and simplified network operations and management. This
interface supports voice and data basic call setup, which includes Number
Identification and Transit Counter.