Agent-to-Agent Transfers

ASAI Application Planning and Design

the CONNECT event for the transferred call is received.The call ID in the Other Call ID field of the CONNECT event can be used to correlate the two calls.

■The call may again be transferred after having been serviced by the live agent. In this case, an END event is not reported until all transferring is completed and the call terminates normally. As in the single transfer case, the END event contains information pertinent to the original call. Rules for how subsequent call events are reported is discussed under planning for Agent-to-Agent Transfers in this chapter.

■The discussions on blind and consult transfers, discussed next under plan- ning for Agent-to-Agent Transfers, do not apply to VIS-to-agent transfers completed using the A_Tran action. Also, the delay needed for agent-to- agent transfers discussed later does not apply to VIS-to-agent transfers completed using the A_Tran action.

■Transfers away from the VIS may still be accomplished by using standard flash transfer mechanisms. The use of this type of transfer, however, pre- cludes the ability to use the VIS Data field of A_Tran to save voice script data for later use in data screen delivery applications. Also, the host appli- cation must view this type of transfer as an agent-to-agent transfer as dis- cussed next. Hence, the discussions on blind versus consult transfer and the need to introduce delay for blind transfers from the VIS will apply.

There are two options for call transfer in an agent-to-agent transfer scenario: blind transfer and consult transfer. These two options differ as to when the screening agent (the agent transferring the call) completes the transfer to the specialized agent (the agent receiving the transferred call) by pressing the Transfer button a second time.

■With a blind transfer, the screening agent presses the Transfer button a second time immediately after dialing. The screening agent does not talk to the specialized agent before completing the transfer. In addition, a delay is built into call handling so that the call is distributed to a specialized agent after the screening agent presses the Transfer button the second time.

■With a consult transfer, the screening agent waits until the specialized agent answers before pressing the Transfer button a second time.This allows the screening agent to talk to the specialized agent before complet- ing the transfer.

Both of these call-transfer options are described in more detail later.To set up either a blind transfer or a consult transfer, it is important to understand two key concepts of how transferred calls are handled on the DEFINITY Generic 3i sys- tem.

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