ASAI Application Planning and Design
With a consult transfer, the merge takes place after the second call is delivered to the second, specialized agent. In this case, the original call is still on hold at the first agent’s phone when the second call is delivered to the second agent. Hence, for consult transfers, the VIS can only provide information related to the second call in the CONNECT event for the second call. In particular, the call ID of the original call is not reported in the Other Call ID field of the CONNECT event for the second call. The host application must use a mechanism other than call ID’s to associate the original call with the second call. The alternate mechanism is the Calling Party Number information as discussed later.
Blind Transfer
With a blind transfer, the screening agent does not talk to the specialized agent before completing the transfer. With this type of transfer, the VIS retains the call ID of the original call and reports it in the Other Call ID field of call events for the transferred call. Also, other ASAI information such as ANI and DNIS related to the original call is reported in the call events for the transferred call. A typical call flow for blind transfers is described below. In this call flow, Agent 1 is a live agent in a screening split who transfers calls to specialized agents. Agent 2 is a specialized agent that can receive calls via a monitored VDN or ACD split or can be a regular extension. Calls to Agent 1 in the screening split must be delivered via a moni- tored VDN or ACD split.
1.A call arrives for Agent 1.
2.Agent 1 answers the call and enters pertinent information about the calling customer.
3.Agent 1 transfers the call to Agent 2. This is done by pressing the transfer button, dialing the VDN, split, or individual extension and pressing the transfer button again.
4.Agent 1 is finished with the call.
5.The host application uses call ID information reported in CONNECT events to determine which data to display on Agent 2’s
Two CONNECT events are passed to monitoring scripts for the entire scenario, that is, one for the original call to the screening agent and one for the transfer to the specialized agent. One END event is generated when the call eventually ter- minates. Refer to Appendix B, “Call Flow Examples” for detailed call flow exam- ples which include complete descriptions of call flows and call event contents.
The persons responsible for administration and application development must thoroughly understand the call flow described previously. In addition, note the fol- lowing: