The SwyxWare "Extended Call Routing" Option Pack is the graphical extension of the Call Routing Manager that is integrated in the SwyxIt! software. The Graphical Script Editor (GSE) helps you to visualise rules and action sequences for incoming calls. It allows you to clearly illustrate even complex call handling scenarios in the form of a flow chart.
Interactive Voice Response (IVR)
In contrast to the Call Routing Manager, that only allows sequential processing of actions, GSE helps you to link actions logically and to define loops. DTMF tone recognition and evaluation capability enables interactive, caller-controlled Interactive Voice Response. Incoming calls can be delegated to the appropriate employee according to the caller's wishes and entries.
Application scenario: Interactive call forwarding
A caller hears a welcoming message, which provides information on the different redi-rection options ("Please press 1 to get information to our products, press 2 to our support group…”). The caller confirms the selecion by pressing the corresponding key on the telephone and is then connected to the appropriate employee. In the meantime the caller listens to current product information.
Application scenario: Working hours
Employees can call a certain extension number to confirm the starting and ending of their working hours. Even informing the personnel department about absence due to illness can be done using this function. (e.g. "Please enter your PIN. To confirm that your working hours are starting now press 1, to confirm that you are finished with work press 2, press 3 to report your absence…”) The data is transferred directly into a Microsoft® Access® database by using a Visual Basic Script. The status of the employee is immediately available in the database and can be used by the payroll accounting department.
Application scenario: Dial by name – directory function
Employees that are out for business often have to talk to one of their colleagues but don't remember their extensions. Without talking to an operator, the caller can be connected to the person he wants to talk to, by entering the first letters of the name. The interactive phonebook confirms your choice and you will be connected to the requested subscriber. |
