Lucent Technologies DEFINITY ProLogix Solutions, Overview

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5 CentreVu Explorer II
DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 5-7
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Efficient ANI Analysis
CentreVu Explorer II implements powerful analysis and queries of calling party
number (ANI).
•
Customer Classification
With the use of Information Indicator (II) digits, available with ISDN, CentreVu
Explorer II allows the analysis of a call’s origin, identifying customers who call
from pay phones, prisons, hotels, coin, and cellular phones (to mention a few).
• Abandon Caller Analysis
CentreVu Explorer II provides details not only for callers who abandon in queue,
but also those callers who abandon while placed on hold by the agent. Without
expensive custom software, information is rarely available regarding callers who
abandon in the call center.
• Special Call Treatment Analysis
Unique call events such as calls marked as malicious, having audio problems, or
those which were service observed, are tracked and stored.