Lucent Technologies 555-230-220 manual Call Monitoring VDNs and ACD Splits

Call Scenarios and Applications

Call Monitoring —

VDNs and ACD Splits

Customer		Agent					Agent
Phones		Phone		Switch		Adjunct Processor	Terminal
B D		A					A
						Application initiates
						monitoring of domain
						(ACD Split or VDN)
						Event Notification Request
						(domain)
			Customer’s call Event Notification Request-ACK
			enters monitored
				domain		Call Offered to Domain
							Customer information
		Call	delivered			Event Report (orig=D)
							delivered to data
						Alerting Event Report (A)
		to	agent
							screen
		Agent	connects		Connected Event Report (A)
Agent and customer				Another call
	talk		enters monitored
				domain		Call Offered to Domain
				Call Queues		Event Report (orig=B)
						Queued Event Report
Customer						Dropped Event Report (D)
disconnects							Save customer
					Call Ended (cause=normal)
							data
		Call	delivered			Alerting Event Report (A)	Customer information
		to	agent
							delivered to data
		Agent	connects				screen
					Connected Event Report (A)

	Agent and customer
	talk
	Agent disconnects	Dropped Event Report (A)	Save customer
			data
Customer		Call Ended (cause=normal)
disconnects

The application in the adjunct processor monitors all calls entering a VDN or ACD split. All calls have a unique call identifier (call_id) that the adjunct/application uses to track calls (call identifiers are not shown). The first call that enters the monitored domain does not queue, since there is an available agent to answer the call. The second call that enters the monitored domain waits in queue until agent A transfers the first call (destination not relevant to this example). Note that despite the first call being transferred to another destination, the application continues to receive event reports for the call.

Issue 7 March 1998 A-7