ASAI Application Planning and Design
The first concept to understand is call monitoring in transfer scenarios. VDN or ACD split domains are monitored by the VIS by assigning monitoring scripts as described in Chapter 4, "ASAI Administration". A call becomes monitored once it enters one of these monitored domains. All domains to which this call may be directed must also be monitored by the VIS. Once monitored, therefore, a call remains monitored for the duration of the call even though it may be transferred several times. Once a call becomes monitored, call events are passed to the mon- itoring script assigned to the domain the call has entered. A CONNECT event, for example, is passed to a monitoring script when a specific agent is selected to receive the call. The screening agent may transfer calls to other monitored VDN’s and ACD splits or to individual stations. The original call to the screening agent must be monitored and therefore delivered to the screening agent via a monitored VDN or ACD split.
The second concept to understand is how call ID’s are managed in transfer sce- narios. The DEFINITY Generic 3i assigns a call ID to each call. The call ID is pro- vided in the Call ID field of call events for the call. In
1.The original call is delivered to an agent and is assigned a unique call ID. The agent talks with the caller and decides that the call needs to be trans- ferred to another agent.
2.The first press of a Transfer button places the original call on hold and allows another call to be placed from the transferring phone.
3.A second call, temporarily independent of the first call, is placed from the transferring phone. This call is assigned a call ID which is different than that of the original call. If this second call is placed to a monitored domain, the call immediately becomes monitored by the VIS and call events may be passed to a monitoring script. If this second call is placed to an individual station, the call does not become monitored until the transfer is completed as described in Step 4 below.
4.The second press of the Transfer button “merges” the original call which is on hold with the second call and drops the transferring phone from the resultant call.
The VIS is informed about the completed transfer immediately after the merge which occurs in Step 4. It is only after this merge, therefore, that the VIS has the ability to associate the two calls.
With a blind transfer, this merge takes place before the merged call is delivered to the second, specialized agent. Hence, with blind transfer calls, the VIS can include information in the CONNECT event for the merged call which relates to the original call. In particular, the call ID of the original call is retained by the VIS and reported in the Other Call ID of call events for the transferred call. This mech- anism allows the host application to use call ID’s to associate the transferred call with the original call.