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Integration Elements The integration between AMTELCO's eCreator scripting application and Avaya's Predictive Dialing System (PDS) takes place at the agent workstation.

eCreator pops up complex scripts for the agent automatically with each call. Click thumbnail to view larger image.

AMTELCO and Avaya achieve the integration of eCreator and PDS at the agent desktop. The eCreator PDS Agent application, with its embedded browser, provides seamless integration and information transfer between the two applications to:

• Provide PDS call control functions to the agent using the eCreator PDS Agent application.
• Associate PDS inbound, outbound, blended, and managed jobs with eCreator scripts.
• Automatically pop the associated eCreator script to the agent as PDS calls are directed to them.
• Pass information for each call from the PDS Calling List into eCreator to populate script and database fields.
• Pass information from eCreator into PDS to update PDS Calling Lists with items such as Do Not Call status, Recall status and Completion codes.

Integration Benefits:

• The eCreator PDS Agent manages communications between eCreator and the Avaya PDS at the desktop.
• By using an embedded browser, the eCreator PDS Agent limits the browser functions an agent can access, and prevents agents from inadvertently closing the script.
• eCreator PDS Agent combines Avaya PDS information with the call processing ease of scripted call flow.