INFOLINK
Infolink integration can allow for the connection to an IVR, a customer application or both. Each combination allows for certain features. For example, through integration to an IVR, Infolink provides all the necessary information to announce position in queue. Integration to a customer application allows Infolink to communicate the information necessary to perform such transactions as screen pop. Integration to both an IVR and a customer application allows for the development of various applications, such as screen pops based on an account number collected at the IVR.
Infolink provides a truly integrated contact center solution by working with IVR units and customer applications to provide efficient, customized call handling. CallCenterWorX applications use ANI (Automatic Number Identification), DNIS (Dialed Number Identification Service) digits and IVR units to gather information about an incoming call. Using this information, the call may be routed to a particular group of agents, to a specific agent, to an IVR port or to a destination outside of CallCenterWorX.
CallCenterWorX uses routing tables known as Call Control Vectors (CCV) to route calls. While the call is waiting, CallCenterWorX may use the IVR to play customized announcements (invoked by the "IVR Announcement" CCV step) and/or to tell callers their estimated time to answer or queue position. When an agent answers the call, the customer application uses information such as ANI and/or the information collected by the IVR (such as account code) to automatically display the caller's information, such as name, address and profile information, at the agent's computer.
CallCenterWorX/Customer Application
CallCenterWorX communicates via Infolink to the customer application using a TCP/IP data link. These transactions communicate the information required to perform features such as agent screen pop-up and customer application-based call routing.
CallCenterWorX/IVR
CallCenterWorX communicates via Infolink to the IVR using a TCP/ IP connection. Infolink provides all the necessary information to enable the IVR to provide such functions as customized announcements or to announce position in queue. The IVR can also use Infolink for electronic transfer which allows its analog or digital lines to transfer calls directly to agents without the need for dialing any digits and for collecting and reporting customer entered digits such as account codes, order numbers, employee codes, etc.
CallCenterWorX/IVR and Customer Application
This architecture is a combination of CallCenterWorX/Customer Application and CallCenterWorX/IVR architectures. Communications between CallCenterWorX and the customer application and between CallCenterWorX and the IVR remain the same when Infolink is used. However, an alternative exists whereby the customer application may gather its Infolink information indirectly through the data link with the IVR. This data link will typically be installed to accomplish other applications outside the realm of Infolink and CallCenterWorX. In this case, the IVR will usually provide a protocol translation between the Infolink protocol and the protocol native to the customer application. The transactions communicated between the entities can be enhanced to provide features, such as customer application-directed IVR announcements and agent screen pop-up based on IVR information.
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