Call Scenarios and Applications
Outbound Call Management — Preview Dialing (ISDN) Facilities or Local Extensions)
Customer | Agent |
|
| Agent |
Phone | Phone | Switch | Adjunct Processor | Terminal |
B | A |
|
| A |
Agent
forced
Application displays updated call list on the agent’s data terminal
Agent selects another customer from call list
3rd Party Auto Dial (dest=B, orig=A)
Call Initiated Event Report (A)
| Call uses ISDN |
Called number alerts | facilities |
|
Alerting Event Report (B)
Called number answers
Connected Event Report (B)
Agent and customer
talk
Called number |
|
(customer) disconnects | Dropped Event Report (B) |
| |
Agent disconnects | Dropped Event Report (A) |
| |
| Agent saves |
| customer record |
The application in the adjunct processor provides the agent and/or user with a call list. The agent uses the data terminal to select the destination to call. The call uses ISDN facilities. Local destinations (that is, ECS extensions) provide the same event reports as the one presented for ISDN facilities.
