MERLIN LEGEND Communications System Release 5.0
Feature Reference
555-650-110
Issue 1
June 1997
Features
Page 176
CTI (Computer Telephony Integration) Link
‘‘Primary Rate Interface (PRI)
Some CTI applications allow screen pops either on demand or when a call is
answered. These applications may initiate screen pops for all calls, even those
answered at the telephone on a line button other than an SA button. However, if a
call does not come in on an SA button, screen pop does not occur when the call is
ringing, only after it is answered. In addition, when a call does not arrive on an SA
button, the CTI application cannot handle a transfer, conference, hold, or other
activity for that call. The user must perform these actions manually, using the
telephone.
When an outside call is answered initially by a voice response unit that prompts
for caller information (such as a customer number), that information is passed on
to the person receiving the call, assuming that the receiver has screen-pop
capability and that the application uses transfer with consultation. As a result,
screen pop occurs at the destination.
NOTE:
In a transfer or conference with consultation, available on inside calls
only, the user initiating the transfer or conference calls the
destination extension and speaks to the person at that extension
before completing the transfer.
The Transfer and Conference features, when activated manually (using the
telephone) at a non-operator extension do
not
provide the original caller’s
information (telephone or extension number or information) to the recipient who
has screen-pop capability. For example, if a user manually presses the Transfer
button, instead of using the application, then dials an extension and has the
application complete the transfer, original caller information is not sent to the
receiver.
Collected Digits
9
As noted in the previous section, another method of using the screen-pop
capability is to display a screen based on information entered directly by the
caller, rather than on the caller’s telephone number. This requires a voice
messaging system capable of collecting the caller's input.
When the voice messaging system answers a call, it plays a message instructing
the caller to enter additional digits, such as a social security number, zip code, or
customer account number. These additional digits are referred to as
collected
digits
or
prompted digits
.
Based on the caller's input, the voice messaging system transfers the call to the
MERLIN LEGEND Communications System switch, which then routes the call to
the proper destination. When the call arrives at the monitored extension, the
switch passes the digits to the CTI application, which, in turn, passes these digits
to the customer's existing database. The database searches its records for
