Lucent Technologies 555-230-220 manual Consultation ACD Split or VDN Monitoring

Call Scenarios and Applications

Consultation — ACD Split or

VDN Monitoring

Customer		Agent	Agent			Adjunct	Agent		Agent
Phone		Phone	Phone	Switch			Terminal		Terminal
						Processor
B		C	A				C		A
						Application has
						Event Notification
			Customer’s		call	active for domain
			enters monitored
			domain
						Call Offered to Domain
						Event Report (orig=B)
		Call delivered		Call Queues
						Queued Event Report		Customer		information
			to agent
						Alerting Event Report (A)		delivered		to data
									screen
		Agent connects
					Connected Event Report (A)
	Agent and customer
		talk							Agent requests
						3rd Party Selective Hold (A)			consultation
		Call placed			3rd Party Selective Hold-ACK
			on hold
						3rd Party Make Call
		Call alerting				(dest=C, orig=A)
						Alerting Event Report (C)	Customer	information
		Agent Answers			Connected Event Report (C)		delivered	to data
							screen
		Agents A and C
		talk
					3rd Party Selective Drop (B)			Agent drops from
								consultation call
		Agent drops
					3rd Party Selective Drop-ACK
		Agent drops
					Call Ended (cause=normal)
		Agent reconnected				3rd Party Reconnect (A)		Agent requests to
	Agent and customer		to B			3rd Party Reconnect-ACK		return to call
		talk

The application at the adjunct processor monitors all calls entering a VDN or ACD split. This scenario shows an ACD agent placing a customer’s call on hold and consulting with another agent. The agent initiates the consultation call and the reconnection to the customer via the data terminal. The Third Party Selective Hold and Third Party Reconnect operations assume that the application has taken control (Third Party Take Control operation not shown) of the call. The Hold and Reconnected Event Reports for the Event Notification association are not shown either.

A-10Issue 7 March 1998