System Management Guide

Chapter 5. Planning for Intelligent Answering

With the Intelligent Answering feature, you decide what application will be started at an agent's terminal when a client call is received in your call center. CallCoordinator uses four different methods to determine what initial application to start:

Extension Number -- The extension number of the agent determines what panel is displayed. This is effective in call centers where individual agents always handle the same kind of call.
Dialed Number Identification Service (DNIS) -- The number dialed by the caller determines what panel is displayed. This is especially effective if a call center handles a variety of calls.
Trunk ID -- The ID of the trunk on which the call is received determines what panel is displayed. This works well in call centers that are organized by trunk groups.
Pilot Number -- The pilot number dialed by the caller determines what panel is displayed. This is effective in call centers using ACD, hunt, or distribution groups.

You can further enhance Intelligent Answering by using Automatic Number Identification (ANI) in combination with the above methods of Intelligent Answering. With ANI, you can provide your agents with specific information about the caller. When a call is received, the agent sees the application panel and the correct client information on the panel. This is extremely efficient in call centers with a large volume of calls where agents spend time asking for client information on every call. The last section in this chapter includes detailed information about evaluating and enabling ANI in your call center.

Planning for Intelligent Answering in your call center involves three major tasks:

Understanding the Intelligent Answering Feature -- Planning for Intelligent Answering in your call center involves understanding how this feature works.
Evaluating the Intelligent Answering Methods -- Evaluating involves answering some key questions about the specific methods of Intelligent Answering and deciding which methods to use.
Preparing to Enable Intelligent Answering -- Preparing to enable Intelligent Answering involves a series of tasks that include gathering information and entering the necessary information on CallCoordinator work sheets. Your system administrator will use the completed work sheets to enter information on the CallCoordinator panels during installation. Each work sheet matches a CallCoordinator panel. The sample work sheets in this chapter contain boxed numbers ((1)) that match the numbers following the questions included for each method of Intelligent Answering.

The sections that follow include detailed information on how to complete these tasks for each method of Intelligent Answering. For background information on Intelligent Answering, refer to CallPath CallCoordinator/CICS General Information.

Refer to the section "Features, Functions, and APIs" in CallPath CallCoordinator/CICS Application Programming Guide for a list of the Intelligent Answering methods that require programming and the specific CallCoordinator APIs and interfaces to be used.

Your programmers can refer to CallPath CallCoordinator/CICS General Information, and the CallPath CallCoordinator/CICS Application Programming Guide for more detailed information on programming. Refer to the CallPath Services reference book for details about your switch.

Understanding Intelligent Answering

When a call comes into an agent, CallCoordinator determines which transaction to start at the agent's terminal. CallCoordinator follows a specific search pattern to determine which initial transaction to start. When CallCoordinator finds a match, the initial transaction associated with that match is started. Table 10 illustrates the search pattern. Note that numbers 1, 1.1, and 1.2 involve searching for User Screen Control first. (See "User Screen Control" for an explanation of User Screen Control option.) Then CallCoordinator continues to the DNIS table. The search continues until CallCoordinator finds a match and starts the transaction found in that table.

Table 10. Search Pattern for Initial Transaction ID

Step Table Searched Table Fields Checked Conditions Checked Action If Successful Action If Not Successful
1. Agents User control The value is Y; use non-CallCoordinator screen control. Go to step 1.1.
(continue user search) Go to step 2.
(DNIS search)
1.1 Agents User Trans ID The value is blank; User trans ID not defined here. Go to step 1.2.
(default search) Use User Trans ID from the matched record in the table.
1.2 COR Telephony Settings User Trans ID The value is NOT blank. Use User Trans ID from the table. Go to step 2.
(DNIS search)
2. DNIS to Application Switch ID and
DNIS ID Calling party DNIS is present. Match the event message values for Switch ID and DNIS ID. Use Init Trans ID from the matched record in the table. If Init Trans ID is blank, go to step 6. Go to step 3.
(pilot search)
3. Pilot to Application Switch ID and
Pilot number Agent reached via pilot.
Match the message values for Switch ID and pilot number Use Init Trans ID from the matched record in the table.
If Init Trans ID is blank, go to step 6. Go to Step 4.
(trunk search)
4. Trunk ID to Application Switch ID and
Trunk ID Calling party type is trunk. Match the event message values for Switch ID and trunk number. Use Init Trans ID from the matched record in the table.
If Init Trans ID is blank, go to step 6. Go to Step 5.
(agents search)
5. Agents Init Trans ID The value is NOT blank. Use Init Trans ID from the table. Go to step 6.
6. COR Telephony Settings Init Trans ID The value is NOT Use Init Trans ID from the table. Error message in system log

Step	Table Searched	Table Fields Checked	Conditions Checked	Action If Successful	Action If Not Successful
1.	Agents	User control	The value is Y; use non-CallCoordinator screen control.	Go to step 1.1. (continue user search)	Go to step 2. (DNIS search)
1.1	Agents	User Trans ID	The value is blank; User trans ID not defined here.	Go to step 1.2. (default search)	Use User Trans ID from the matched record in the table.
1.2	COR Telephony Settings	User Trans ID	The value is NOT blank.	Use User Trans ID from the table.	Go to step 2. (DNIS search)
2.	DNIS to Application	Switch ID and DNIS ID	Calling party DNIS is present. Match the event message values for Switch ID and DNIS ID.	Use Init Trans ID from the matched record in the table. If Init Trans ID is blank, go to step 6.	Go to step 3. (pilot search)
3.	Pilot to Application	Switch ID and Pilot number	Agent reached via pilot. Match the message values for Switch ID and pilot number	Use Init Trans ID from the matched record in the table. If Init Trans ID is blank, go to step 6.	Go to Step 4. (trunk search)
4.	Trunk ID to Application	Switch ID and Trunk ID	Calling party type is trunk. Match the event message values for Switch ID and trunk number.	Use Init Trans ID from the matched record in the table. If Init Trans ID is blank, go to step 6.	Go to Step 5. (agents search)
5.	Agents	Init Trans ID	The value is NOT blank.	Use Init Trans ID from the table.	Go to step 6.
6.	COR Telephony Settings	Init Trans ID	The value is NOT	Use Init Trans ID from the table.	Error message in system log

There is a parameter in the COR Telephony Settings SPM on Alert or Connect. The first consideration should be whether you want Intelligent Answering in your call center when the agent phone rings, or when it is answered.

If the call center has a requirement not to start any transaction when a call comes in from a certain DNIS or Pilot, a Transaction ID of NOACTION can be entered. For example, this can be used to prevent calls between agents causing screen pops, by setting the Init Trans ID in the COR Telephony settings to NOACTION and adding an entry for each ACD group (Pilot) with the required Transaction. This invokes SPM only if a call comes in through a PILOT.

Planning for the Extension Number Method

To evaluate the extension number method for your call center, answer the following questions:

Does the extension number method provide the kind of client service required in your call center? Refer to CallPath CallCoordinator/CICS General Information for a description of the extension number method.
Is the extension number method supported by your switch? Refer to the CallPath Services Reference Manual for your switch for more information.

Preparing to Enable the Extension Number Method

If you decide to use the extension number method of Intelligent Answering for some of your agents, refer to Chapter 3, "Planning for System Operations" and to Chapter 4, "Planning for Agent Operations". All of the tasks required for enabling this method of Intelligent Answering are covered in these chapters.

You have already completed the Agent Detail Work Sheet that is used by your system administrator to enter information on the Agent Detail panel during installation. If you decide to use the extension number method as a way of enabling Intelligent Answering, review all relevant completed work sheets.

Planning for the DNIS Method

To evaluate the DNIS method for your call center, answer the following questions:

Does the DNIS method provide the kind of client service required in your call center? Refer to CallPath CallCoordinator/CICS General Information for a description of DNIS.
Is the DNIS method supported by your switch? Refer to the CallPath Services Reference Manual for your switch for further information.
If DNIS is supported, you will need to check with your switch engineer to verify that this service has been purchased from the telephone company.
If your switch does not support the DNIS method, you can enable a method of Intelligent Answering similar to the DNIS method by using a pilot number. See "Planning for the Pilot Number Method" for instructions.

Preparing to Enable the DNIS Method

After evaluating the DNIS method, you must answer the following questions to enable the DNIS method of Intelligent Answering in your call center:

What is the ID for the switch that has DNIS? Be sure the switch ID matches the switch ID on CallPath/CICS and the completed Switch Detail Work Sheet. (1)
What is the DNIS ID? This is the 1- to 32-character number that the client calls; the first two characters are assigned by the switch. Consult with your switch engineer if you need more information. (2)
What is the CICS transaction ID for the transaction that will be started at an agent's terminal using the DNIS method of Intelligent Answering? (3)

Table 11. Sample of CallCoordinator DNIS to Application Work Sheet

CallCoordinator - Work Sheet VA45
DNIS TO APPLICATION

Authorized by:
Date:

Act^*

Switch ID^*

DNIS ID^*

Init
Trans ID ¹

1/2/3/4²
1 - 10 characters
1 - 32 characters
1 - 8 characters

(1) (2) (3)

Footnotes:

^* Entry in this field is required
¹ If field is blank, system uses the value entered on the COR Telephony Settings panel.
² Action codes: 1=add new entry, 2=change entry, 3=delete entry, 4=insert.

Planning for the Trunk ID Method

To evaluate the trunk ID method for your call center, answer the following questions:

Does the trunk ID method provide the kind of client service required in your call center? Refer to CallPath CallCoordinator/CICS General Information for a description of trunk ID.
Is the trunk ID method supported by your switch? Refer to the CallPath Services Reference Manual for your switch for further information.

Preparing to Enable the Trunk ID Method

After evaluating the trunk ID method, you must answer the following questions to enable the trunk ID method of Intelligent Answering in your call center:

What is the ID for the switch that uses this trunk? Be sure the switch ID matches the switch ID on CallPath/CICS and the completed Switch Detail Work Sheet. (1)
What is the trunk ID? This is the 1- to 10-character number that identifies the trunk. The trunk ID must match the trunk ID assigned by your switch. Consult with your switch engineer if you need more information. (2)
What is the CICS transaction ID for the transaction that will be started at an agent's terminal using the trunk ID method of Intelligent Answering? (3)

Table 12. Sample of CallCoordinator Trunk to Application Work Sheet

CallCoordinator - Work Sheet VA46
TRUNK TO APPLICATION

Authorized by:
Date:

Act^*

Switch ID^*

Trunk ID^*

Init
Trans ID¹

1/2/3/4 ² 1 - 10 characters 1 - 10 characters 1 - 8 characters Comments

(1) (2) (3)

Footnotes:

^* Entry in this field is required
¹ If field is blank, system uses value entered on the COR Telephony Settings panel.
² Action codes: 1=add new entry, 2=change entry, 3=delete entry, 4=insert.

Planning for the Pilot Number Method

To evaluate the pilot number method for your call center, answer the following questions:

Does the pilot number method provide the kind of client service required in your call center? Refer to CallPath CallCoordinator/CICS General Information for a description of pilot numbers.
Is the pilot number method supported by your switch? Refer to the CallPath Services Reference Manual for your switch for more information.
If your switch does not support the DNIS method of Intelligent Answering, you can use the pilot number to enable a method of Intelligent Answering similar to the DNIS method. You must set up a pilot number for a dummy or empty hunt or distribution group. This dummy pilot number is set up to forward to another hunt or distribution group with members. Consult with the person responsible for switch configuration to use the pilot number method for this purpose.

Preparing to Enable the Pilot Number Method

After evaluating the pilot number method, you must answer the following questions to enable the pilot number method of Intelligent Answering in your call center:

What is the ID for the switch that uses this pilot number? Be sure the switch ID matches the switch ID on CallPath/CICS and the completed Switch Detail Work Sheet. (1)
What is the pilot number? This is the 1- to 10-character number that is assigned to a group of extensions. Consult with your switch engineer if you need more information. (2)
What is the CICS transaction ID for the transaction that will be started at an agent's terminal using the pilot number method of Intelligent Answering? (3)

Table 13. Sample of CallCoordinator Pilot to Application Work Sheet

CallCoordinator - Work Sheet VA47
PILOT TO APPLICATION

Authorized by:
Date:

Act^*

Switch ID^*

Pilot No^*

Init
Trans ID¹

1/2/3/4 ² 1 - 10 characters 1 - 10 characters 1 - 8 characters Comments

(1) (2) (3)

Footnotes:

^* Entry in this field is required
¹ If field is blank, system uses value entered on the COR Telephony Settings panel.
² Action codes: 1=add new entry, 2=change entry, 3=delete entry, 4=insert.

Planning for ANI

Evaluating ANI

To evaluate ANI as a way to enhance Intelligent Answering in your call center, answer the following questions:

Do most of your clients usually call from the same telephone number?
For example, an automobile parts distributor would find ANI very effective if most of the incoming calls are from repeat clients calling from their business phones. However, a large retail chain of stores might have less use for ANI because clients could call from a variety of locations, and most of the client service is provided through personal contacts at the store.
Is ANI supported by your switch? Refer to the CallPath Services Reference Manual for your switch for more information.
If ANI is supported you will need to check with your switch engineer to verify that this service has been purchased from the telephone company.

Preparing to Enable ANI

Preparing to enable ANI as a way to enhance Intelligent Answering involves completing the following task:

Your programmer must use the Inquire Call Data API or the Initiate With Data Interface to get ANI data and send it to your application. Your programmer will choose the method that works best with your application and your call center needs. Refer to CallPath CallCoordinator/CICS Application Programming Guide for more detailed information.

CallCoordinator - Work Sheet VA45 DNIS TO APPLICATION
Authorized by:				Date:
Act^*	Switch ID^*	DNIS ID^*	Init Trans ID ¹
1/2/3/4²	1 - 10 characters	1 - 32 characters	1 - 8 characters

	(1)	(2)	(3)








Footnotes: ^* Entry in this field is required ¹ If field is blank, system uses the value entered on the COR Telephony Settings panel. ² Action codes: 1=add new entry, 2=change entry, 3=delete entry, 4=insert.

CallCoordinator - Work Sheet VA46 TRUNK TO APPLICATION
Authorized by:				Date:
Act^*	Switch ID^*	Trunk ID^*	Init Trans ID¹
1/2/3/4 ²	1 - 10 characters	1 - 10 characters	1 - 8 characters	Comments

	(1)	(2)	(3)









Footnotes: ^* Entry in this field is required ¹ If field is blank, system uses value entered on the COR Telephony Settings panel. ² Action codes: 1=add new entry, 2=change entry, 3=delete entry, 4=insert.

CallCoordinator - Work Sheet VA47 PILOT TO APPLICATION
Authorized by:				Date:
Act^*	Switch ID^*	Pilot No^*	Init Trans ID¹
1/2/3/4 ²	1 - 10 characters	1 - 10 characters	1 - 8 characters	Comments

	(1)	(2)	(3)









Footnotes: ^* Entry in this field is required ¹ If field is blank, system uses value entered on the COR Telephony Settings panel. ² Action codes: 1=add new entry, 2=change entry, 3=delete entry, 4=insert.