ASAI Application Planning and Design
The persons responsible for administration and application development must thoroughly understand the call flow described previously. In addition, note the fol- lowing:
■With a consult transfer, Agent 1 and Agent 2 generally both view the call data in a private consultation while the caller is on soft hold.
■Calls can be transferred either to a monitored domain or to an individual station. For a consult transfer to a monitored domain, the following must be considered:
—When Agent 2 is selected to receive the call from Agent 1, a CON- NECT event is made available to a monitoring script. Since Agent 1 stays on the line until Agent 2 answers, the two calls have not yet have been merged. This implies that the CONNECT event for the second call does not contain information pertinent to the first call. The Other Call ID field for the second CONNECT event, for exam- ple, is NULL and does not contain the call ID of the first call. Also, for example, the Calling Party Number field contains the extension for Agent 1 and not the ANI for the caller. This is because the sec- ond call is viewed as a new, direct call to Agent 2 from Agent 1. The VIS cannot assume that the two calls will eventually be merged since, in some cases, they may not be merged. Hence, the two calls cannot be correlated by using call ID’s from CONNECT events.
—In this case, the Calling Party Number field of the second CON- NECT event should be used to correlate the two calls. This field contains the extension for Agent 1.The host application can assume that Agent 1 is performing a consult transfer. The host application could then retrieve the appropriate data from Agent 1’s
For consult transfer to a station, the following must be considered:
—A CONNECT event for the second call is passed to a monitoring script only after the transfer is completed when the Transfer button is pressed the second time by Agent 1. This means that when Agent 1 and Agent 2 are talking privately, the host application will not have been notified about the second call to Agent 2. This is because the second call is placed to a station and not to a monitored domain. The VIS, therefore, does not receive events for the second call until the two calls are merged. The host application can be programmed to allow the receiving station to query for the data. After the transfer is complete, a CONNECT event is passed to a monitoring script. This CONNECT event contains information pertinent to the first call. The Other Call ID field of this CONNECT event, for example, con-