Tag Archives: Szeto Technologies

Call Scripting Enhancements From Szeto

Linx Scripting in the Szeto Call Linx TAS system has just become more pictorial and user-friendly, both for the agents who use it and for the programmers who design it.  For example:

  • Calendar Pop automatically pops up in every entry field where date/time entries are to be expected. This visual display will enhance the appearance and speed up the data entry process with one mouse click.
  • Spin Button with up-down arrow is available in all fields as selected by the script designer.  It provides easy selections and auto-fills option choices for the agents.
  • An Abbreviation element in the call script  (and multi-form processing) allows lengthy and difficult-to-spell phrases be represented by abbreviations.  Agents can optionally replace lengthy and difficult phrases with predetermined abbreviations, which are expanded to their original form in the final version with a single keystroke.
  • Stock Icons are additional attention grabbers. They can be used signal the existence of help lines, the importance of an entry field, or information that must be read. They are a quality assurance tool that minimizes errors.

These enhancements will be demonstrated at the CAM-X / WSTA convention in Las Vegas, October 3-6, 2010.

[Posted by Peter Lyle DeHaan, PhD  for Connections Magazine, a contact center publication from Peter DeHaan Publishing Inc.]

Szeto Announces Additional Switching Features in Call Linx TAS System

Szeto Technologies’s newest release of Call Linx TAS offers additional capabilities to increase income streams and operational efficiencies.  These are switching features in found in Two B Channel Transfer (TBCT) and in single-number call forwarding.

TBCT in PRI is now programmable either per client or per out-dial number.  Selection of the patching style can now be based on individual telephone numbers and according to individual subscriber’s preferences.  When call patching is conducted internally within the built-in digital switch, the call can be reverted to Call Linx TAS system.  When patching is conducted externally by utilizing the TBCT feature from the telephone central office, the call will not tie up the trunk lines.  This flexibility increases service offerings to clients.

Additionally, single-number call forwarding is enhanced to allow multiple redirections for the same call.  This enhancement identifies all the forwarding nodes when a call is chain-forwarded due to “no-answer,” “forward,” or “busy-forward.” before reaching the answering service.  This same feature can also identify calls from organizations, such as hospitals, whose calls are forwarded to the answering service via outbound calls from their in house PBX systems.

[Posted by Peter Lyle DeHaan, PhD  for Connections Magazine, a contact center publication from Peter DeHaan Publishing Inc.]