Expertflow

DirectoryServices/ Yellow Pages

Directory services are typically provided by Service providers/ Carriers, in mature markets also by specialized companies or Callcenter Outsourcers.

The technical challenges here are the following:

• Flexible charging can be applied. For example, the call might be free while queueing, a fixed charge might apply once the agent provides the called party information, and another charging mechanism once the caller is in correspondence with the final destination party. This topic (incl costing) is treated in the "Tariff Change" chapter. 
• Call legs: While the call is in communication with the IVR or the Callcenter agent, a call leg exists between the MSC and the VG. This leg can be optionally released once the call is transferred to the final party, in order to free up capacity. When this is done, ICM/ CVP will however lose control on the call and can no longer for example apply flexible charging. 
• The callcenter agent typically has a Directory services application in which he can search for the phone number, address, mobile number etc of any destination party, or other information. This application is typically a custom-developed application, and not a mainstream CRM solution. The directory application should ideally include an embedded CTI toolbar, on which the agent can transfer the call, send additional information via SMS, or apply a certain charge. 

Sample call flow

First, the call is routed via skill-based routing, and the Yellowpage application shows the caller's information:

Next, the agent transfers the call, possibly sending at the same time an SMS and applying a certain charging:

Call legs

Without further adaptions (drawing on the left), the call will come into the callcenter, from where a new call leg is established to the destination party. This will maintain two legs from the MSC to the Callcenter VG, thereby requiring and costing network resources (ports on the VG, on the IVR and on the VG).

Using an "SS7 ISUP ECT (Explicit Call Transfer)  supplementary service" command that is then interpreted on the MSC. The original call leg to the callcenter is then be teared down, freeing this capacity. This is shown on the drawing on the rightw.

This functionality requires an SS7 ISUP softswitch, and the from Expertflow one unit of Professional Services "EFISUPCommand". 

Directory Services Application

The callcenter agent typically has a Directory services application on his computer (heavy or light client), in which he can search for the phone number, address, mobile number etc of any destination party, or other information. This application is typically a custom-developed application, and not a mainstream CRM solution. The directory application should ideally include an embedded CTI toolbar, on which the agent can transfer the call, send additional information via SMS, or apply a certain charge. 

Inbound CTI integration

Various alternatives of CTI integration, as well as the difference to a softphone are described in the various CTI chapters (Screen Popup Generic, CTI no agent controls, CAD Screen popup,...). This functionality covers agent functions (login/ logout, ready/ notready), as well as basic call functions (pick up, hang up, conference, transfer). In most cases, carriers prefer to have these controls to be embedded within their (in-house, or otherwise customized) application. This integration requires the service package "EFCTIDevelopment", less costly options would for example be based on CAD - "EFCADConn", or based on any native CRM connector.

Call transfer/ charging/ SMS confirmation

This functionality adds buttons on the agent's application to

1. send an SMS confirmation
2. apply flexible charging
3. do a call transfer to the destination party

The first point is typically done by the Carrier direclty, without Expertflow's support (the Directory Services Application calls the SMS-C directly, or sends an Email to the SMS Server, that then sends out an SMS to the caller). No services are typically offered from Expertflow for this service.

The second option requires that the customer already has one of the alternative Expertflow "Tariff Change" service packages (over CVP or ICM). Also, one additional agent-to-IVR interaction covered by "EFIVRCallback" is required.

The third option depends on how the call legs are being handled (see the chapter "call legs" above):

• If a simple call transfer is done that doesn't require tearing down a call leg, then this is a basic functionality covered by the "EFCTIDevelopment" option covered in the chapter "Inbound CTI integration".
• If an ECT (Explicit Call transfer)should be done (thereby releasing/ tearing down the leg to the callcenter), then this requires again one unit of agent-to-IVR interaction "EFIVRCallback".