The administrator constructs routing scripts from graphical nodes and can change the scripts on the fly, during live call center operations if necessary. Agents can assign virtual or "dynamic" extensions to selected callers, ensuring that special routing rules are invoked regardless of whether the agent's workstation is logged into the network. Administrators can build question-and-answer nodes that deliver all of the power of query-based routing programs.

For more powerful and demanding applications, programs written in 4Voice integrate seamlessly into the call center's fabric, ensuring that callers are routed to the appropriate teams with the appropriate identifying data.

Call Flow Manager gives the call center's administrator a visual tool to construct call routing scripts. Call flow functions include twelve types of nodes, ranging from day and time testing to sending the caller automatically to the native voice messaging system. Other nodes provide menu capabilities, play messages, or transfer the caller to an extension outside the call center. A non-programmer can learn to build working scripts within half a day.

Some call centers need only one script to support their mission. Others use numerous scripts to support multiple toll-free phone numbers, product families, credit checks, and other routing criteria. Call Flow Manager includes an integrated Voice Player that helps the administrator record and manage prompts for each script.

Dynamic Extensions give the agent a screen pop that identifies the caller and takes appropriate routing actions with the call. Typical applications for Dynamic Extensions include assigning an extension to a particular caller or class of callers, thus ensuring that the caller is routed to a specific agent and placed on hold while the agent clears his or her current call.

Dynamic Extensions can be configured to send the caller to the voice messaging system or to another agent. Dynamic Extensions can also invoke a call routing script prepared with Call Flow Manager to ensure that the call is answered by the most appropriate person.Dynamic Extensions can also invoke special programs on the telephony server composed in 4Voice (see below), resulting in special database lookups, outdialing, and other actions that considerably extend the capabilities of Scout.

The agent assigns a time-to-live to each Dynamic Extension, ranging from "next call only" to forever. The call center administrator controls access to Dynamic Extensions, so that only certain agents or teams of agents have access to this powerful tool.

Question Association gives the call center administrator a structured, forms-based method to connect caller information with the appropriate database record. This tool eliminates the kinds of custom programming that other products need to process simple caller input through the telephone keypad. With Question Association, the caller is prompted for account numbers and or information that is matched to records in the enterprise DBMS. A successful match can deliver caller-specific information to the next available agent, along with the associated call. An unsuccessful lookup can invoke an alternate set of routing criteria, perhaps sending the caller to a different team.

To configure Question Association, the administrator uses a list box to select the queue for which the query is desired. This queue is then bound to a voice prompt that requests the caller's input. The administrator also supplies the SQL that determines the data that will arrive at the agent's station based on the caller's response to the question. The administrator's configuration form includes provisions for alternate routing, in case the customer provides no input or the input fails to match a record.

Custom IVR for Scout is written in 4Voice, the procedural scripting language in which many of Scout's modules are written. Custom IVR is appropriate in cases where considerable testing and branching are needed to process inbound calls. Custom applications can also deliver dynamic information, such as customer account data, as well as record information to voice files and databases. Contact Point has used 4Voice to write emergency notification programs, recording modules, and specialized database access programs, all of which are compatible with the Scout telephony server. Programs written in 4Voice can be invoked from Call Flow Manager scripts or loaded and run directly on a specific Dialogic port. These programs deliver the ultimate in power and flexibility to Scout at a fraction of the effort needed to customize other call management systems.