Contents

Call Coverage to AUDIX —

 

Station Monitoring

A-18

Adjunct Routing

A-19

Message Desk — Incoming Call

A-20

Message Desk —

 

Message Retrieval via Phone

A-21

Message Desk — Message Retrieval via

 

Data Terminal

A-22

VRU-assisted Transaction using

 

Selective Listening

A-23

2. Calls Across Multiple ECSs

A-25

External Call to VDN, Answered by Station and

 

Transferred to a VDN on Another ECS

A-26

External Call to VDN, Answered by Station, and

 

Transferred to a Station on Another ECS

A-29

External Call to Lookahead Interflow VDN

A-31

External Call to VDN, Answered by a

 

Local Station, and Transferred to a

 

Lookahead Interflow VDN

A-34

3. Expert Agent Selection Interactions

A-38

External Call to VDN, Answered by Logical

 

Agent, and Conferenced with

 

Another Logical Agent

A-38

External Call to a Logical Agent’s Station

 

Transferred to Another Logical Agent

A-41

Direct Agent Call to Logical Agent —

 

Make Call to Login ID

A-43

Value Queries for Logical Agent and

 

Skill Hunt Groups

A-45

4. Converse Vector Command Interactions

A-47

External Call to a VDN that has a Converse

 

Step that is Interrupted

A-47

External Call to a VDN that has a Converse

 

Step that is not Interrupted

A-49

5. Redirection On No Answer (RONA) Interactions

A-51

Call to Agent with RONA

A-51

Direct-Agent Call with RONA

A-53

6. VDN in Coverage Path Interactions

A-56

Incoming Call Routed to a Station that has a

 

VDN in the Coverage Path

A-56

Issue 7 May 1998 xxv

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Lucent Technologies 555-230-220 manual Contents