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Call Scenarios and Applications
Issue 7 March 1998
A-5
Outbound Call Management — Predictive
Dialing (Destination Busy and No Answer)
The application in the adjunct processor requests Third Party Make Calls with
the alert_dest_first, service circuit = switch-classified, and max_ring_cycles
options set (that is, switch-classified calls). The first call shown receives busy
tone. The second call is not answered within the specified max_ring_cycles time.
Note that the agent is not notified of calls that receive busy or are not answered.
The application stores the call outcomes (for example, busy, no answer, SIT tone)
for later call processing.
3rd Party Make Call
(dest=B, orig=ACD Split)
Alerting Event Report (B)
Switch initiates
call
Call Ended (cause=busy)
Call Ended (cause=no answer)
Application saves number
to be called back after a
few hours
Destination busy
Customer
Phone
B
Agent
Phone
A
Agent ready to
receive calls
Agent uses data
terminal to login
into application
Agent
Terminal
A
Application initiates
switch-classified call
Application initiates
switch-classified call
Switch
No answer
Adjunct Processor
Destination alerts
Application saves number
to be called back after a
few minutes
Request Feature-ACK
Agent logged into
ACD Split
Request Feature - Agent Login
(A, ACD Split)
3rd Party Make Call
(dest=B, orig=ACD Split, return ack)
Switch initiates
call
3rd Party Make Call-ACK