Filter
Top Products
Call Scenarios and Applications
A-6 Issue 7 March 1998
Outbound Call Management —
Predictive Dialing (Success)
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 call is answered and delivered to
the originating ACD split. The ACD split immediately delivers the call to an
available agent. If no agent is available, the call can be diverted to an
announcement.
Destination answers
Customer
Phone
B
Agent
Phone
A
Agent ready to
receive calls
Agent saves
customer information;
ready to receive
new call
Application displays customer
information on the data
screen
Agent
Terminal
A
Application initiates
switch-classified call
Agent and destination
(customer) talk
Dropped Event Report (A)
Switch
Agent disconnects
Adjunct Processor
Destination alerts
Answered Event Report (B)
Switch delivers
answered call to
ACD split
Alerting Event Report (A)
Zip-tone applied
to agent
Alerting Event Report (B)
Switch initiates
call
3rd Party Make Call
(dest=B, orig=ACD Split)
Connected Event Report (A)
Call Ended (cause=normal)
Destination drops
Agent connected