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
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.
