ACD contact center features
160 Communication Manager Guide to ACD Call Centers
Integration with speech processing adjuncts
ICM can be used to provide integration with VRUs. The advantages of using ICM with
CallVisor ASAI in addition to tip/ring interfaces are as follows:
●
Data-screen integration is provided on transferred calls.
●
Answer notification is provided on internal calls (CallVisor ASAI capabilities let you know
what happens with the call).
●
ISDN network information such as CPN/BN and DNIS is delivered to agents (call
prompting for this information is not necessary).
A simplified configuration of this application is shown in the following figure.
Simplified ICM configuration for speech processor integration
General processing for this type of application occurs as follows:
1. The communication server uses CallVisor ASAI link to pass incoming call information
to the Conversant voice system.
2. The split/skill on the communication server distributes the call to an available voice
line.
3. After digits are collected via a DTMF keypad, Conversant transfers the call back to a
split/skill or specific agent on the communication server via CallVisor ASAI.
4. If the call is transferred to an agent, the communication server uses CallVisor ASAI link
to pass an event report on which agent receives the call.
1. Phone
2. ISDN-PRI
3. Avaya switch
4. ASAI
5. Speech processor
6. Tip/ring lines
7. Agent phone
8. Agent data terminal
9. Host
