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DIVA and Data/Message Collection
Issue 4 September 1995
11-5
If the
route-to digits
command fails (because the caller fails to enter any digits, or
because the digits entered do not comprise a valid extension), the
route-to
number
command in Step 4 routes the call to the attendant. However, as long as
the destination is a valid extension, the
route-to digits
command succeeds,
coverage applies, and vector processing terminates. (Even if the destination is
busy, vector processing terminates because coverage call processing takes
effect.)
DIVA and Data/Message Collection
Example 3 involves a mutual fund company that is open 24 hours a day, seven
days a week. All incoming calls are directed to a single VDN extension that
maps to a main vector. The main vector presents a menu of options to the calling
party, and it uses Call Prompting to determine the desired service. Three
services are offered, and they are identified and described as follows:
■
New accounts
enables the customer to open a new account.
■
Account inquiries
enables the customer to make inquiries concerning his
or her account.
■
Net asset values
enables the customer to hear information concerning the
net asset values of company’s funds.
If the caller selects ‘‘account inquiries,’’ he or she is prompted to input his or her
account number before being answered by an agent. The agent can display this
number via use of the CALLR-INFO button, if the button is available and needed.
NOTE:
If the agent has two-line display supported by the system, the account
number is automatically displayed on the second line. The supported
display terminals include: 7404, 7407, 7444, 8434 and CALLMASTER.
NOTE:
CALLMASTER sets are unable to display CALLR-INFO information for a
ringing call. However, this information is displayed once the call is
answered.
This example uses three other applications that can be supported by the Call
Prompting feature. These applications are described as follows:
■ Data In/Voice Answer (DIVA) allows a caller to receive information on a
topic selected at the prompt. The caller selects the desired topic by
entering the appropriate digit(s).
■ Data Collection provides a method of collecting digits from a caller. The
digits requested comprise an official number of some sort (for example,
Social Security Number), and they help the Call Center process the call
more efficiently.