AT&T 585-350-812 manual Consult Transfer

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ASAI Application Planning and Design

The call may again be transferred after having been serviced by Agent 2.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 sub- sequent CONNECT events are reported are as described in this chapter and depend on whether the call is transferred to a monitored domain or to a station and whether consult or blind transfer operation is used.

Consult Transfer

With a consult transfer, the screening agent talks to the specialized agent before completing the transfer. With this type of transfer, the call ID for the original call is not retained by the VIS and reported in the Other Call ID field of call events for the transferred call.

A typical call flow for consult 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 via an individual station. Calls to Agent 1 in the screening split must be delivered via a monitored VDN or ACD split.

1.A call arrives for Agent 1.

2.Agent 1 answers the call and enters pertinent information about the caller.

3.Agent 1 presses the Transfer button.

4.Agent 1 dials the extension of the monitored domain or station to which the call will be transferred.

5.Agent 1 waits for Agent 2 to answer.

6.Agent 1 and Agent 2 consult privately about the caller.

7.Agent 1 presses the Transfer button again to complete the transfer.

8.Agent 1 is finished with the call.

9.The host application uses calling party information to determine which data to display on Agent 2’s data-terminal screen. The extension for Agent 1 is reported in the Calling Party Number field of the CONNECT event for the second call.

Two CONNECT events are passed to monitoring scripts for the entire scenario one for the original call to the screening agent and one for the call to the special- ized agent. One END event is generated when the call eventually terminates.

Refer to Appendix B, “Call Flow Examples” for detailed call flow examples which include complete descriptions of call flows and call event contents.

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Contents Conversant VIS Adjunct Switch Application Interface Blank Contents Asai Administration Asai Script Builder Actions Vi Issue 1 October Asai Overview Asai Voice Response Applications System Monitor Voice ChannelsPage Asai Routing Application route.pic Routing ApplicationsData Screen Delivery Applications Data Screen Delivery Applications gateway.pic Page Enhanced Customer Service Advantages Using the VIS Asai FeatureReduced Cost of Doing Business Asai Overview Asai Application Planning Design Asai Application Planning Design OverviewVIS Script Design Asai Voice Script Design Page Routing Script Design Page Monitoring Script Design Page VIS-to-Agent Transfers Page Agent-to-Agent Transfers Page Blind Transfer Page Consult Transfer Page Page Host Application Planning and Design Routing Application Considerations Asai Voice Response Application ConsiderationsData Screen Delivery Application Considerations Page Communications System Planning Call Center Operations Planning Page Installation Overview Asai InstallationPrerequisites for Asai Installation Typical Hardware Architecture Asai Hardware ArchitectureBase RAM Address Selection Switches Installing Asai HardwareIpci Switch Settings Conversant VIS Installing Asai SoftwareControl and ALT Removing the Asai Software Asai Administration Overview Asai AdministrationVoice System Administration Feature Packages Asai Administration Screen Change a Channel Entry Channel AdministrationPage Page Add Channel Entry Screen achannel.ps Add Channel EntryChange Channel Entry Screen Change Channel EntryRemove Channel Entry Virtual Channel AdministrationPage Page Diagnose Ipci Board Screen Diagnose Ipci BoardDomain Administration Domain AdministrationPage Page Page 10. Add Domain Entry Screen Add Domain EntryRemove Domain Entry Change Domain EntryInitialize Ipci Board Initialize Ipci BoardAsai Parameters Parameter AdministrationPage Trace Detail Display 14. Show Asai Software Version Screen version.ps Show Asai Software VersionShow Status of Asai Link Show Status Asai LinkShow Status Asai Link Displays Take Ipci Board Off-line Take Ipci Board Off-lineAsai Administration Administering Asai Administering the VIS ACD Split Domain Administering the LinesPage Administering the VIS Agent Lines Page Administering Asai Asai Script Builder Actions Overview Asai Script Builder ActionsDefine ACallinfo Form Screen defacall.ps Defining ACallinfoPage Defining AEvent Define AEvent From Screen Page Page Page AEvent Return Field Value Meaning Return Value Explanation Connect Route Abnormal Abandon Request Route END AEvent Fields Input/Output Required? Field Type Field Size Defining ARouteSelDefine ARouteSel Form Screen defroute.ps Page Defining ATran Deind ATran Form Screen deftran.ps Page Page ATran Fields Input/Output Required? Field Type Field Size Sample Scripts Overview Sample ScriptsSample Asai Voice Script Page Sample Routing Script Modify Table Sample Monitoring Script Page Page Asai Performance Performance Overview Data Screen Delivery Voice Response Integration