Here is the situation... I have a

[pra4par]

Here is the situation...
I have a call center where incoming callers have an account number. They call on one of several 800 lines that tie to a certian VDN and are then vectored out. They can hear a number of different messages and enter 1,2,3,etc... based on what they are calling for. At some point in all the routing and goto's I want to prompt the caller to enter their account # and have it stored so that even if they select 1,2,3... to be routed to another vector again the account number will remain in memory and be displayed on the phone display of the agent that answers the call finally. I hope this makes sence and I hope someone will have some advice.
I have a Definity switch with Intuity Audix.
Thanks!

 

[colby007]

You need to add a vector routing table. Enter change vrt 1-9. Then enter account codes in the fields on the vrt form.
Then add the goto step below. Hope this helps.

01 goto step if digits in table 1

 

[tiramisu]

Dear pra4par:

If you only have the definity to work with (no fancy CTI), then it has always been my understanding, that you need to collect the digits of the account code at the very end (right before queueing). By giving a CINFO button on the agent's station, the agent can push the button as the call comes in and receive the info on their display. I believe CallMaster III and IV do that automatically (no button needed there).

As for Vector Routing tables: NO YOU DON'T NEED THESE when you just want to display the info.

VRT's are used when you want to change vector routing based on what kind account code was given in:
e.g. gold cards are stashed in vrt 1
goto step x if digits in table 1
step x: queue to {skill gold card agents}

regards,

 

[wtdurkin]

VRTs can serve as a poor man's database, but you are limited to 10 tables (with 100 entries each) on a G3si and 100 tables on the G3r.

 

[bvsteyn]

Hello,

I've got the same question, but with an addition. Is it possible to store the number that was given in by the customer? And when I run a cms report is it possible to see in in a report? Or do you need CTI for it?

Thanks in advance!

Regards, Bas