Integration Elements

eCreator PDS Agent Architecture

Amtelco and Avaya achieve the integration of eCreator and PDS at the agent desktop. The core of the integration is seamless communication between the Avaya PDS and the Amtelco eCreator PDS Agent application.

The integration provides the following capabilities:

• 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 form eCreator into PDS to update PDS Calling Lists with items such as Do Not Call status, Recall status and Disposition codes.
• Automatically pop mainframe screens.
• Pass information from eCreator PDS Agent to mainframe databases.
  

Integration Benefits:

• The Agent PDS 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.