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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 an integrated voice response (IVR) application (such as the MERLIN Messaging System) capable of collecting the caller's input.
When the 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.
Based on the caller's input, the IVR application transfers the call to the MERLIN MAGIX Integrated System switch, which then routes the call to the proper destination. When the call arrives at the monitored extension, the MERLIN MAGIX system 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.
See the documentation that came with the 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:
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Collected digit information is not sent to a non-local extension, even if tandem PRI private network trunks carry the call. |
