MERLIN LEGEND Communications System Release 6.1
Feature Reference
555-661-110
Issue 1
August 1998
Features
Page 191CTI (Computer Telephony Integration) Link
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
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 based on the caller’s telephone number. This requires a voice
messaging system (VMS), such as MERLIN LEGEND Mail Release 2, or an
integrated voice response (IVR) application (such as the MERLIN LEGEND
Enhanced Service Center, Release 2) capable of collecting the caller's input.
When the VMS or IVR application 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 VMS or IVR application 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
information relating to the collected digits, and returns a screen displaying the
data it found.
Refer to the documentation that came with the VMS or IVR application for
instructions on installing and programming the collected digits feature.
If you plan to use an application that uses collected digits, you must program the
following:
■ In the application that collects the digits, the “transfer to subscribers only”
option must be active, and the extensions must be allowed to transfer calls.
■ In the voice messaging system, program regular voice mailboxes as
normal cover-answer mailboxes.
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