AT&T 585-350-812 manual

ASAI Application Planning and Design

■The domain receiving the original call and any domains receiving the trans- ferred call must be monitored.

■In call-center operations that use blind transfer, the host application may tag current call data by call ID. The call ID allows the application to deter- mine which data is associated with the call as the call is transferred to a monitored domain or station.

■Calls can be transferred either to a monitored domain or to a station. For a blind transfer to a monitored domain, the following must be considered:

—The agent must complete the transfer immediately after initiating it by pressing the Transfer button a second time.

—A delay must be built into the flow of the transfer so that the comple- tion of the transfer can be recognized by the communications sys- tem before the receiving agent is selected for the call. You can create this built-in delay by transferring calls to a VDN. This VDN is associated with a vector which has a “wait” step in it. The vector would then direct the call to the desired split with a “route to” or “queue to” step.

For blind transfer to a station, the following must be considered:

—When an agent in a monitored domain completes a transfer to a sta- tion rather than to a split, a CONNECT event is passed to a monitor- ing script. The agent must initiate and complete the transfer by pressing the Transfer button a second time in order for the CON- NECT event to be passed to the script. The CONNECT event there- fore only becomes available to the host application when the Transfer button is pushed the second time.

■If for some reason calls are transferred to non-monitored domains, unex- pected operation can result. When the call placed by Agent 1 is not initially monitored, the VIS assumes that a transfer to a station is taking place. Hence, two CONNECT events for the transferred call would be generated. One CONNECT event would be generated when the transfer is completed by Agent 1 and another would be generated when the call is actually deliv- ered to Agent 2. Also, the Connected Party Number field of the first CON- NECT event for the transferred call would identify the ACD split or VDN extension dialed by Agent 1. This is as opposed to identifying the extension of Agent 2. Note that the Connected Party Number field of the second CONNECT event for the transferred call would identify the extension of Agent 2.

■The END event that is reported for the transferred call contains information pertinent to the original call. For example, the original ANI for the caller is reported in the Calling Party Number field and the call ID for the original call is reported in the Other Call ID field. Also, an END event is reported for a call only when the call ultimately terminates. An END event is not reported when a call is transferred.

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