Automatic Call Distribution uses Dialed Number Identification Service (DNIS) and Automatic Number Identification (ANI) delivered by an appropriately equipped PBX or ACD switch to the Liberation processing inbound campaigns. For each inbound call, DNIS data can be used to automatically select the inbound campaign that will be used to process the call. The DNIS and ANI data can also be retrieved by the DialogGuide application.
DNIS and ANI data is collected by the PBX or ACD switch when an inbound call is delivered by the PSTN. When the switch delivers the call to an inbound agent that has logged in to an inbound campaign group, the switch sends a message to the Liberation’s call control application. That message tells the application what telephone station the call was delivered to and includes the DNIS and ANI information for the call. The application then forwards the information to the DialogGuide application at the agent’s workstation. The DialogGuide application can use this information to automatically select the inbound campaign to be used to process the call and display the associated DialogGuide script.
