Lucent Technologies DEFINITY ProLogixTM Solutions 555-235-100 - Manual (Page 133)

7 Server-Based Solutions
DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 7-3
Third-Party Applications
All of the third-party CTI applications currently supported by DEFINITY ECS are also supported by
DEFINITY ProLogix Solutions. The following is a list of some CTI applications that are currently available.
Availability of these applications varies by country.
• SmartRoute
SmartRoute is a sophisticated routing system for call center environments. It
enables users to define custom sets of rules for real-time call routing by
associating scripts with PBX facilities receiving calls. SmartRoute enhances the
ability of a call center’s PBX/ACD to make decisions about call routing by
enabling customer-oriented decisions. Scripts may be set up to access various
sets of customer-specific data via an ODBC interface, enabling users to route
callers intelligently to the best-fit agent for the particular situation.
• Sixth Sense
Sixth Sense enables call centers to perform screen-pops and a variety of
subsequent call wrap-up functions such as completing forms, updating databases,
faxing information, sending E-mail, etc. Sixth Sense is a 32-bit Microsoft
Windows application that runs on Windows NT and Windows 95 and waits for
certain events to occur, such as:
~ telephony events (call ring, answer, or hang up)
~ keyboard or mouse events (hotkey)
~ Dynamic Data Exchange (DDE) events
~ timers