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

Call Scenarios and Applications

Service Observing — ACD Split or

VDN Monitoring

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

A supervisor service-observes an agent that receives calls monitored by the application in the adjunct processor. The service observing operation is requested manually by the supervisor at his or her station.

A-12Issue 7 March 1998