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Call Scenarios and Applications
A-4 Issue 7 March 1998
Outbound Call Management — Preview Dialing
(ISDN) Facilities or Local Extensions)
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 call
uses ISDN facilities. Local destinations (that is, ECS extensions) provide the
same event reports as the one presented for ISDN facilities.
3rd Party Auto Dial
(dest=B, orig=A)
Call Initiated Event Report (A)
Agent and customer
talk
Dropped Event Report (A)
Customer
Phone
B
Agent
Phone
A
Agent
Terminal
A
Agent saves
customer record
Agent selects another
customer from call list
Application displays
updated call list on the
agent’s data terminal
Agent off-hook or
forced off-hook
Switch
Dropped Event Report (B)
Adjunct Processor
Agent disconnects
Called number
(customer) disconnects
Called number answers
Called number alerts
Call uses ISDN
facilities
Connected Event Report (B)
Alerting Event Report (B)