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“How Does CCS Work?”
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List of Headings
How does CCS handle TTY Calls? How does CCS handle Live Web Assistance? How does CCS handle Email Processing?
HOW DOES CCS handle TTY Calls? CCS handles TTY calls from the deaf as explained below. These same basic techniques can also be used for other non-voice calls such as Live Web Assistance and Email Processing. CCS supports several techniques for call handling of non-voice calls. The technique below is the simple “Placeholder Call” approach which will work with any call center. Another CCS technique is called the “Switch Conference” approach that requires some programming in the phone switch of the call center.
Placeholder Call Approach for TTY calls
For a TTY call, CCS does the following: 1. The TTY call arrives at the phone switch of the call center. 2. Based on the number dialed by the deaf caller, or by other techniques, the phone switch detects a TTY call and directs this TTY call to the CCS server. The phone switch can send the call to CCS using a phone trunk (ISDN PRI, etc), or via a SIP VoIP technique. 3. The CCS server creates an internal voice/text conference call for this new call. 4. The CCS server now sends a programmable text message to the text caller, such as “Welcome, please hold for the next available agent... “ 5. From the voice/text conference call, the CCS server next creates a new outgoing call “leg” to the call center’s ACD. This is called the “Placeholder Call”, since this call is in place of the actual text call. The CCS server places a voice recording on the Placeholder Call saying “You have a text call”.- Note: The CCS server will preserve the phone number of the TTY caller (ANI or Caller-ID) on the outgoing Placeholder Call to the ACD. 6. The call center ACD can put the Placeholder Call in a voice call queue, and then route this call to any agent chosen by the ACD. The TTY caller will continue to receive “Please hold for the next available agent” text messages even if the ACD is playing music or voice messages to the queued call. 7. Once the ACD routes the Placeholder Call to a call agent, then the agent will hear the “You have a text call” voice recording on the line. 8. At this point, a text chat session on the call agent’s computer needs to link to the CCS server and be joined into the TTY call. CCS supports several techniques at this stage, including : a. the call agent can bring up the CCS client software, click “Join”, and enter the phone number of the caller. CCS will then link the agent to the correct TTY call. b. the call agent can bring up a standard web browser pointing to the CCS server, enter the phone number of the caller, and the CCS server will join the agent to the correct text call. This technique means that no special software is needed on the agent’s desktop for CCS. c. the call agent can key in their unique “User Code” as DTMF tones on their phone keypad. The CCS server will then send the text chat session to this agent’s computer screen from the correct text conference call. d. CCS supports a direct software integration at this stage with certain standard call center platforms. For example, there is currently an integration with Nortel Symposium whereby the Nortel SoftPhone sends the caller’s phone number to the CCS client software. This technique means the TTY call is set up automatically without agent intervention. Contact NXi for a list of the current call center platforms supported. 9. The call agent and the deaf person may now type back and forth in a “live” text chat session. 10. Once the text call ends, the Placeholder Call is ended, and the call agent is ready for a new voice or text call.
HOW DOES CCS HANDLE LIVE WEB ASSISTANCE?
Using the same basic techniques developed for TTY calls, CCS can also add support for other types of non-voice calls to any call center. Only steps 1 and 2 above will differ.
Placeholder Call Approach for web calls : 1. A web site visitor needs assistance, and clicks a link on the supported web site. 2. The web site directs the web visitor’s browser to the CCS server. CCS sends a Java applet to the browser, and the applet creates a standard https encrypted link back to the CCS server. Steps 3 to 10 are the same as above, but once the text call is established between the agent’s desk top and the Java applet on the browser, then the call agent’s screen will show two browser instances. One will show the browser view currently seen by the web visitor, and the other will show a locally controlled browser view for the agent. As the web visitor moves around the web site, the Java applet delivered by CCS will automatically send the current visitor’s URL page address, and the agent’s “web visitor view” will always show what the visitor is looking at on the web site. The call agent can move around his or her own browser view, and can click a “Send” button at any time to force the web visitor’s browse to display the desired web page. In this way the call agent can assist the web visitor in finding the correct information from the supported web site. The CCS supplied Java applet provides a text chat session for the call between the call agent and the web visitor. A voice link may also be created if desired.
HOW DOES CCS HANDLE EMAIL PROCESSING? .Using the same basic techniques described above for TTY and web assistance calls, CCS lets a call center use its existing ACD to handle email queries.
Placeholder Call Approach for Email Processing 1. An email query is received by the call center organization. The organization places this query in a database accessible by CCS. CCS supports Oracle, SQL Server, DB2, PostGres, and other databases, and can be customized to match any database schema. 2. The CCS system polls, or a signal is sent to CCS, to read in a new email query. Once CCS has the new email query, then steps 3 to 10 are the same as above. CCS will create a call into the call center for this job. The call center can set up a very low priority DN, or dialed number, for this call so that live voice or text calls will take priority over email queries. Once the ACD finds an agent for the email query, then the ACD routes this “call” to the desired agent, and the text interaction occurs as described above. CCS will put the email query on the screen of the agent, and let the agent reply to the email. Once the agent replies, then the Placeholder Call is hung up, and the agent is available for a new voice, TTY, web assistance, or email call. The agent’s time will be tracked for email processing just like any other call.
NXi provides text-based communication products for consumers as well as organizations of all sizes. NXi's unique patented products allow deaf persons to communicate with anyone, hearing or deaf, across telephone networks, the Internet, or a LAN/WAN. NXi's customers include most federal agencies such as the Department of Defense, the Department of Education, the Securities and Exchange Commission, and the IRS, as well as numerous universities and schools, statewide systems in Illinois, Wisconsin, and Maine, numerous call centers, and many Fortune 500 organizations. In addition to product sales, NXi has over 25,000 active users of its freeware service: www.NexTalk.net™ These products and/or methods of use are covered by Patent Nos. 6,934,376; 6,501,779; 6,181,736; 5,905,476; and/or 5,687,222.
NXi, CCS, NexTalk, TextNet and the NXi logo are trademarks of NXi Communications, Inc. Other company, product or service names may be trademarks or service marks of others.
Contact your NXi, Inc. sales representative or partner or call NXi, Inc. at (801) 274-6001 or (801) 274-6004 (TTY). Email to: info@nextalk.com, or please visit our Web site at: www.nextalk.com.
NXi Communications, Inc. 4505 S. Wasatch Blvd #120. Salt Lake City, UT 84124.
© 2005 NXi Communications, Inc.
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