Call Scenarios and Applications
Blind Transfer — ACD Split or VDN Monitoring
Customer | Agent | Agent |
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Phone | Phone | Phone | Switch | Terminal | Terminal | |||
Processor | ||||||||
B | C | A |
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| Application has |
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| Event Notification |
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| Customer’s call | active for domain |
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| enters monitored |
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| domain |
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| Call Offered to Domain |
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| Event Report (orig=B) |
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| Call Queues |
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| Call delivered |
| Queued Event Report |
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| to agent |
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| Customer information | ||
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| Alerting Event Report (A) |
| delivered to data | ||
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| Agent connects |
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| screen | |
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| Connected Event Report (A) |
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Agent and customer |
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| talk |
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| Agent initiates |
| Hold Event Report (A) |
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| transfer |
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| Call alerting |
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| Agent completes |
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| Customer information | |||
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| blind transfer; | Call Transferred Event Report | delivered to data |
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| agent dropped | screen |
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| (from=A, to=C, other=B) |
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| Agent Answers |
| Connected Event Report (C) |
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Agent and customer |
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talk |
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Customer |
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| Dropped Event Report (C) |
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disconnects |
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| Agent disconnects |
| Call Ended (cause=normal) |
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The application at the adjunct processor monitors all calls entering a VDN or ACD split. This scenario shows agent A performing a blind transfer to agent C. The transfer operation is done at the agent’s station by pressing the transfer button, dialing the second call, and pressing the transfer button a second time. The adjunct processor does not control the transfer operation.
Issue 7 March 1998
