AT&T 585-350-812 - Manual (Page 11)

1-5
ASAI Overview
These call routing requests are generated by the DEFINITY Generic 3i when a
call is processed by specific call vectors on the DEFINITY Generic 3i.
Information as to where calls should be routed may reside on the VIS in a local
database or may be provided by a host to which the VIS is connected. Call routing
would typically be based on ANI or call prompting data collected by the DEFINITY
Generic 3i.
The use of routing capabilities can significantly improve the efficiency of a call
center environment. Examples of routing uses include:
■ Priority Service — Important or “priority” callers such as large clients can
be given priority treatment. A priority caller can be routed to a common
agent group but queued at a higher priority so that they are serviced faster.
Alternatively, the priority caller can be routed to a specific agent which nor-
mally handles their transactions.
■ Call Redirection — Callers dialing into a particular call center application
can be redirected to other call center applications. For example, callers
who have delinquent accounts can be redirected to a collections depart-
ment when they call a sales department.
■ Call Screening - Fraudulent callers can be disconnected without being con-
nected to an agent so that no network costs are incurred.
■ Geographically Based Service - In cases where service is provided on are
regional basis, callers can be routed to the agent group responsible for
their region.
Data Screen Delivery Applications
In data screen delivery applications, a host application delivers a data screen that
is specific to a caller or dialed number to an agent at the same time a voice call is
delivered to the agent’s telephone. This reduces both the agent time and network
time required to service the caller. The reduction in per-call service time trans-
lates directly into cost savings. Data screen delivery applications are also known
as “coordinated voice/data screen delivery” or “screen pop” applications. A data
screen delivery application is depicted in Figure 1-3.