A p p l i c a t i o n P a c k a g e NEVO-ASC Company automatic communications systems ®

In the modern dynamical business environment usually all successful companies are looking for enhanced effectiveness for customer-related activities: In turn, it requires integration of PBX into existing informational systems to receive and store in the database data on calls, phone connection management. The classic solution is the PBX CTI Link but using it is rather complicated and labor-consuming process. Introducing PBX info-helper

Introducing PBX info-helper The PBX info-helper Application Package makes possible for PBX to interact with user systems via standard SQL- query procedures which considerably simplifies integration. First of all, PBX info-helper is targeted to be used by developer and specialists maintaining manufacture CRM- systems, ICS and ACS.

PBX info-helper Functions PBX info-helper manages the following: - Separate call status; - Routing requests; - Terminal party equipment status; - Call-center operator status.

PBX info-helper Functions PBX info-helper can: - At the call time to accumulate data in internal variables and transmit it to workplaces when the connection is transferred from one customer to another; - To send queries to an external database basing on internal variables data and to set internal variable values basing on request results; - To branch call processing basing on internal variable data and complicated rules; - To interact with external services and applications; - To manage the calls (routing, hold, transfer, conference... ).

PBX info-helper Interaction Scheme DLG - ASAI Protocol over TCP/IP PBX info-helper Server 1 2 Enterprise AWP ACS 4 3 TCP/IP TSAPI Enterprise DB server AES Server with Lic. … … TCP/IP 1 1.Exchange under protocol ASAI and-or through TSAPI : - From server to PBX – Control and routing queries - From PBX to server – Routing queries, control events 2.SQL queries to the enterprise DB server 3.Interaction via the PBX info-helper client module: - From server to enterprise AWP ACS – call and call status data - From enterprise AWP ACS to server – manual call management 4.AWP ACS interaction with the enterprise database (unimportant for PBX info-helper). Notation: Up to ACM 2.X ACM 3.X and more

Using PBX info-helper Administrator duties include description of the system reaction on external impacts and development scenarios for their processing.

PBX info-helper Scenarios There are several examples of scenarios explaining principles of operation of PBX info-helper. These scenarios should not be considered as the only possible ones. You can develop a scenario for yourself.

Party “A” P S T N Party “A” sends a request to PBX Avaya Definity The call goes to the Receptions Information on the call is transferred to PBX info-helper Querying and receiving the external DB response with party “A” ID basing on his number PBX info-helper Server Reception PBX info-helper Scenarios The party “A” ID is sent to the Reception Query and receiving by the Reception operator complete information on Party “A” basing on his ID The Reception operator fills in the preliminary call processing blank formula The Reception operator gives the call to Agent No.1 The customer “A” ID is sent to the Agent No.1 workplace Query and receiving by the Agent No.1 party complete informatio n on Party A basing on his ID Exchange by DLG - ASAI protocol over TCP/IP and-or through TSAPI via AES Server PBX info-helper confirms the customer “A” ID and sends command for call transfer to the Agent No.1 Agent #1 ! ! Enterprise DB server

PBX info-helper Scenarios The next scenario looks at slightly extended case – the known party “A” needs to have a possibility to contact his agent not involving the Reception.

Party “A” P S T N Party “A” sends a request to PBX Avaya Definity Information on the call is transferred to PBX info-helper Querying the external database response with Party "A" ID and agent number basing on the Party “A” number PBX info-helper Scenarios Agent #1 Receiving the external database response with Party "A" ID and agent number (Agent No.1) The Party “A” ID is sent to the Agent No.1 workplace Query and receiving by Agent No.1 the Party “A” complete information basing on his ID PBX Avaya Definity calls to Agent No.1 PBX info-helper transmits to PBX Avaya Definity the number, where the call should be distributed (Number for Agent No.1) PBX info-helper Server Exchange by DLG - ASAI protocol over TCP/IP and-or through TSAPI via AES Server ! ! Enterprise DB server

PBX info-helper Scenarios The next scenario looks at the different situation – the “A” officer who is outside the office wants to talk to the officer “B” who is also no tin the office.

Party “A” P S T N Party “A” sends a request to PBX Avaya Definity Information on the call is transferred to PBX info-helper PBX info-helper searches in the external database the Party “A” number and the Party “B” number PBX info-helper Scenarios PBX info-helper receives the Party “A” ID and the Party “B” number If the Party “A” was correctly identified the PBX info-helper sends command to PBX Avaya Definity to call to the Party “B” Party “B” PBX Avaya Definity calls party “B” PBX info-helper Server Exchange by DLG - ASAI protocol over TCP/IP and-or through TSAPI via AES Server ! ! Enterprise DB server

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