553 Last Redirected Device
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The last redirected device information associated with a call identifies the last device that rerouted this call Like CallerID and DNIS information, this is very useful for interpreting why a particular call is being delivered to a particular device In fact, the last redirected device actually is used, or interpreted, as a combination of called device and calling device It is a device to which the call was previously directed, and it is the device that is responsible for redirecting the call to its current destination Typical uses of this information include: Answering a call differently, depending on whether or not it was already answered by an operator or assistant Identifying which of several forwarded calls came from a particular forwarder, independent of what number was originally dialed For example, an assistant answering calls on behalf of two different managers could identify which manager forwarded the call Allowing a voice mail system to play the message for the correct person when their call is redirected to voice mail because it was not answered
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Determining whether or not to answer a call based on whether it has been screened by an appropriate person Support for the last redirected device information is another essential feature in any system
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554 Account and Authorization Codes
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One feature associated with many systems is support for account codes and / or authorization codes These are codes that are associated with the call in some way when it is created; these codes (in addition to information about the calling device) may be used for billing the call to the correct person, project, or organization These pieces of control information also may be used to determine whether or not a call is external, what network interface device should be used, and which other call-related features might be applied
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Correlator data is an arbitrary block of use-specific information that can be attached to a call Correlator data is attached to calls in order to allow the many different devices that may interact with a call as it is routed through a telephone system to have access to some piece of common information, so that the caller need not provide it again and again Typical examples of the use of correlator data include:
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A customer's credit card number is attached to a call so that, as her call is transferred between different agents responsible for selling different products, she does not need to provide this information again and again
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A man calls a local store, asking if a particular product is in stock After describing the desired product to a clerk, the product's part number is determined and attached to the call Unfortunately the store doesn't have it on hand, but the clerk transfers5-10 the call to another store that is likely to have the product in stock The clerk
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at the second store does not need to repeat the interrogation process to determine the product number because it is attached to the call
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A woman calls a travel agent about some vacation plans The receptionist answers the call and discovers that the woman does not yet have an account He then creates a new database entry for the woman and gathers all the pertinent information from her The woman's newly created customer number is attached to the call as correlator data All the travel planners in the office are busy with other callers, so the receptionist puts the call on hold5-10 for the next available agent The next person available retrieves5-10 the call and, thanks to the correlator data attached, can immediately pull up her customer record In fact, when it is discovered that the woman's travel plans involve South America, the travel planner transfers the call to the agency's expert on the subject and once again the woman's information travels with her call Correlator data allows information to travel with a telephone call While it is useful by itself (as information displayed on a telephone display), it is very powerful, if not essential, when used in a CTI solution