Integrated acd and ivr scripting for call center tracking of calls

A method of tracking calls received within a call center comprising the steps of:

• establishing the skills that will be available within the call center by inputting skills data, including a listing of skills and proficiency levels for each skill, via an automatic call distributor (ACD) manager;
• setting up agents that are used within the call center by listing each agent within the ACD manager and selectively mapping skills to each individual agent via the ACD manager and corresponding to what types of skills the agent possesses;
• receiving a call within a call center switch that is connected to the call center via a Host Interface Link (HIL), said call center having an automatic call distributor (ACD) server and interactive voice response (IVR) server that is functionally integrated with the ACD server;
• routing the call to the IVR server of the call center and soliciting responses from the caller to determine a requested type of service and what skills are required for answering a call;
• determining within the call center a route request based on an HIL protocol that includes a new extension number and HIL messages;
• and
• routing the call based on the route request back to the call center and to an agent via the ACD server and HIL link such that the call can be tracked while in the call center and in queue.

A method of tracking calls received within a call center comprising the steps of:

• receiving a call within a call center switch that is connected to a call center via a Host Interface Link (HIL), said call center having an automatic call distributor (ACD) server and interactive voice response (IVR) server that is functionally integrated with the ACD server, and a structured query language (SQL) server that stores data relating to call routing;
• routing the call to the IVR server of the call center and soliciting responses from the caller to determine a requested type of service and what skills are required for answering a call;
• determining within the call center a route request based on an HIL protocol that includes a new extension number and HIL messages;
• and
• routing the call based on the route request back to the call center and to an agent via the ACD server and HIL link such that the data can be updated via the SQL server and a call can be tracked while in the call center and in queue.