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Call Scenarios and Applications
Issue 7 March 1998
A-3
Outbound Call Management — Preview Dialing
(Non-ISDN Facilities)
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
application then requests a call on behalf of the agent. The call uses non-ISDN
facilities.
Call Initiated Event Report (A)
3rd Party Auto Dial
(dest=B, orig=A)
3rd Party Domain Control
(domain=A)
3rd Party Domain Control-ACK
Agent drops call
Dropped Event Report (A)
Adjunct Processor
Customer drops
Switch
Application displays
call list on the
agent’s data terminal
Agent uses data
terminal to login
into application
Agent saves
customer record
Agent selects
customer to call
Agent
Terminal
A
Agent
Phone
A
Customer
Phone
B
Call uses non-ISDN
facilities
Trunk Seized Event Report (B)
Connected Event Report (B)
Agent off-hook or
forced off-hook
Agent and customer
talk