Starting point: separate data and telephony networks
Before implementing their Avaya IR system, TechCare's telephony and data networks were completely separate. The graphic below shows telephony connections in blue and data connections in black.
With separate telephony and data networks:
- Calls from the public switched telephone network went to the MultiVantage (DEFINITY) system, which used the Auto Attendant feature to provide options to callers. Recorded messages on the voice messaging system prompted callers with the options.
- Based on caller response, the MultiVantage system routed calls to agent splits through internal trunks.
- Agents checked account information in the customer database and trouble ticket information in another database, using the LAN for access.
- Agents provided information to callers and made any required updates.
- All calls at both call centers were handled by agents.
